Elizabeth Gutierrez
Elk Grove,CA
Summary
Accomplished professional with over 28 years of experience at the California Victim Compensation Board (CalVCB), showcasing a robust background across multiple divisions, including Customer Care, Application Processing, Program Development and Analysis, and Public Affairs and Outreach. Expertise in managing call center operations, developing efficient procedures, and leading comprehensive training initiatives while effectively executing outreach efforts. Strong communicator with a proven ability to engage stakeholders and partners statewide in administering a legislatively mandated grant program. Recognized for exceptional leadership skills in onboarding and supervising teams in a fully remote environment, alongside a deep commitment to fostering collaborative relationships with executive management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Staff Services Manager I
California Victim Compensation Board (CalVCB)
04.2024 - Current
- Directly oversee the call center staff responsible for receiving and responding to complex customer inquiries.
- Conduct effective resource planning to maximize the productivity of staff.
- Schedule adequate staff and/or backup staff to ensure proper phone coverage.
- Monitor service levels/responsiveness and analyze call volume statistics.
- Identify the need for procedural changes and develop process improvements or determining alternative solutions to existing problems.
- Use the automated phone system to extract data to determine deficiencies and to forecast, plan, and develop staffing schedules.
- Provide staff with the necessary resources, tools, guidance, and leadership to promote and support the delivery of exceptional customer service.
- Accomplish ongoing improvements in productivity, consistency and accuracy in the delivery of information by staff.
- Plan, organize and direct the work of 17 analysts responsible for responding to and resolving issues ranging from general to the most complex, sensitive, and confidential calls received on CalVCB’s Call Center line.
- Plan, organize, and direct the work of analysts responsible for determining eligibility of bills on an as-needed basis to ensure that decisions are accurate, promptly made, fair, and consistent with pertinent laws, regulations, and program policies.
- Reviewing and analyzing program applications for eligibility of CalVCB program benefits.
- Direct the implementation of claims verification procedures to ensure compliance with laws, regulations, and current CalVCB policies.
- Analyze weekly production reports.
- Provide quality assurance and guidance for the processing of medical, dental, funeral/burial, income or support loss, mental health, rehabilitation and relocation, and other expenses submitted to CalVCB for reimbursement.
- Provide guidance and feedback to staff when responding to verbal and written inquiries from stakeholders when representing the CalVCB to ensure that all communication includes thoughtful, articulate and professional language.
- Respond timely to elevated written inquiries from applicants, stakeholders, and CalVCB management by ensuring the information provided has professional language that is accurate, clear and concise.
- Provide oversight, support and direction to bilingual CCS staff on how to respond to calls that support the improvement of service expectations.
- Perform the full range of supervisory duties for selecting, developing, and retaining staff.
Associate Governmental Program Analyst
CalVCB
05.2022 - 03.2024
- Collected and analyzed data from law enforcement agencies, mental health agencies and medical providers.
- Applied Program Statutes and Regulations to make eligibility determination.
- Communicated with clients and attorney representatives to explain policies and guidelines of the Program.
- Verified and applied reimbursement amounts by reviewing insurance benefit documents, funeral/burial contracts and legal contracts.
- Calculated and applied overpayment amounts.
- Collected data and created reports for management.
- Evaluated procedural forms and suggested changes to assist in improving the quality of Program processes.
- Provided customer care to clients who were extremely upset or frustrated with the Program.
- Providing outreach for the Program at community events.
- Created letters and communicated with clients via e-mail, fax, phone, and U.S. mail.
- Trained new staff on all aspects of job duties and changes in new policies as Statutes and Regulations changed.
- Identified processing issues and offered solutions to management to improve processes.
- Managed multiple projects simultaneously while adhering to strict deadlines and budget constraints.
Staff Services Manager I - Legislative Coordinator
Department of Health Care Services
02.2022 - 05.2022
- Review all bill analyses and Enrolled Bill Reports prepared by program staff for accuracy.
- Facilitate meetings with internal and external stakeholders.
- Monitor and coordinate the analysis of state legislation having an impact on specific DHCS programs and ensure the timely submission of same to the Director and the Health and Human Services Agency.
- Represent DHCS at legislative committee hearings by testifying on and defending highly sensitive and potentially volatile positions on bills.
- Coordinate the development of the DHCS’ annual legislative program, including advising the Director and program management on the political feasibility, risks, and strategy related to individual proposals.
Associate Governmental Program Analyst
CalVCB
03.2017 - 02.2022
- Communicate with stakeholders and foster relationships with law enforcement, community based and government organizations statewide.
- Research and collect data to improve program services.
- Develop and provide training to law enforcement statewide.
- Provide oversight and directions to staff services analyst for event and conference planning.
- Conduct presentations on program services at conferences and trainings.
- Report, write and edit content for publications and other communication products.
- Write and edit talking points for executive staff.
- Establish and maintain important relationships with key stakeholders.
- Write and develop a strategic outreach plan.
- Write communication and distribution plans for executive staff.
- Act as lead on multiple projects simultaneously in a matrix managed position.
- Represent CalVCB with external stakeholders to plan and attend conferences and events.
Contact Tracing Supervisor (Temporary Assignment)
Ca Dept. of Public Health
06.2020 - 08.2021
- Provided daily supervision to a team of 7 Case Investigators.
- Managed the workload of team -assign cases and contacts considering caseload and other factors, as appropriate.
- Performed quality assurance checks on completed staff work.
- Monitored staff for compliance with Ca Dept. of Public Health policies and procedures.
- Reported weekly to the Contact Tracing Division Manager.
- Regularly check in with team as a group as well as individually to relay updates and coach Investigators on best practices.
- Communicate changes to the team and develop job aids for the team and division leadership.
- Professionally and effectively managed a team of Investigators during a time of crisis and distress while ensuring they were exercising self-care.
- Applied sound critical thinking and judgement skills to assess when staff needed emotional support.
- Counseled team members on resources available to manage emotional and mental stress.
- Developed and managed a Microsoft Teams’ site to communicate and provide tools and resources to the team.
- Supervised contact tracing operations to ensure timely and accurate case management.
- Coordinated training programs for new staff, enhancing team efficiency and performance.
- Developed protocols for data collection and reporting, improving overall accuracy in tracking cases.
Associate Governmental Program Analyst
CalVCB
03.2015 - 03.2017
- Developed procedures in conjunction with new legislation.
- Coordinated projects for deliverables of federal OVC grants.
- Established and maintained important relationships with key stakeholders.
- Acted as principal contact on politically-sensitive issues related to grant funding and reported new developments to executive staff.
- Planned, trained and deployed as a member of the Mass Violence Emergency Response Team.
- Wrote communication and distribution plans for executive staff.
- Wrote guidelines for grant sub recipients.
- Developed processes for grant administration.
- Reviewed and scored grant applications.
- Scheduled and Conducted presentations on grant funding.
- Acted as lead on multiple projects simultaneously in a matrix managed position.
- Represented CalVCB with external stakeholders to plan and attend conferences and events.
Associate Governmental Program Analyst
CalVCB
02.2013 - 03.2015
- Developed, initiated, and led statewide outreach campaigns.
- Formulated processes, procedures, and policies regarding statewide communication and outreach efforts for CalVCB.
- Directed staff in the development of exhibit and awareness campaign materials.
- Developed content for posting on social media sites including Facebook, Twitter, You Tube, and other social media sites.
- Conducted research on effective outreach and recommended and implemented approved strategies.
- Provided creative input to the graphic designer on communication and outreach publications.
- Created, analyzed, and updated annual communication and outreach plans and ensured compliance with the CalVCB strategic plan.
- Initiated, developed, and fostered relationships with internal and external stakeholders and advised executive staff on effective outreach efforts, expansion of outreach campaigns, and event participation.
- Represented CalVCB with external stakeholders to plan and attend conferences and events.
- Coordinated media events for program awareness campaigns.
- Wrote and edited messaging for the Executive Officer and executive staff for internal and external communications.
- Wrote and edited press releases, media advisories, speeches and talking points for executive staff.
- Advised Deputy Executive Officer on strategies for advertising to CalVCB clients for professional journals and public service announcements.
Staff Services Analyst
CalVCB
01.2012 - 02.2013
- Evaluated current public relation strategies for effectiveness and formulated processes, procedures, and policies.
- Led, planned and managed CalVCB outreach events statewide.
- Developed and initiated content for social media.
- Collaborated with stakeholders and advised on the development and distribution of analytical studies and surveys.
- Reviewed collected data, and formulated procedures, policies, and program alternatives.
- Reported, wrote and edited content for publications and other communication products, including brochures, blogs, pamphlets, posters, newsletters, videos, and the website.
- Collaborated with partners in the victim service communities statewide to improve outreach efforts.
- Made recommendations on program-related problems and advised management of the impact or potential impact.
- Assisted with calendaring, logistics, staffing and reporting on CalVCB awareness campaign events and activities to executive staff.
- Researched awareness campaign conferences and events and completed proposals for executive staff review.
Education
Project Management -
California State University
Sacramento01.2014
Skills
- Management
- Team Leadership
- Grant Administration
- Strategic Planning
- Project Management
- Stakeholder Communication
- Staff Development
Certification
Project Management Certification
Languages
Spanish
Professional Working
Timeline
Staff Services Manager I
California Victim Compensation Board (CalVCB)
04.2024 - Current
Associate Governmental Program Analyst
CalVCB
05.2022 - 03.2024
Staff Services Manager I - Legislative Coordinator
Department of Health Care Services
02.2022 - 05.2022
Contact Tracing Supervisor (Temporary Assignment)
Ca Dept. of Public Health
06.2020 - 08.2021
Associate Governmental Program Analyst
CalVCB
03.2017 - 02.2022
Associate Governmental Program Analyst
CalVCB
03.2015 - 03.2017
Associate Governmental Program Analyst
CalVCB
02.2013 - 03.2015
Staff Services Analyst
CalVCB
01.2012 - 02.2013
Project Management -
California State University