Laura J Hernandez

STAR Unit - MCFresh/CalWORKS/Child Care
•Ensure all audits assigned to the unit are completed accurately and within established timelines, consistently meeting the 3 business day standard.
•Monitor daily workflow and audit queues to maintain compliance with County and State regulations, ensuring decisions were based on policy rather than auditor preference.
•Guide ETIII staff in delivering detailed explanations of significant errors to ETIs, strengthening accuracy and accountability.
•Collaborate with supervisors overseeing ETIs to identify training gaps and ensure staff receive appropriate support and development.
•Foster a flexible, adaptive team culture responsive to evolving customer, staff, and leadership needs.
•Reassign audit workloads when ETIII staff are unexpectedly absent to maintain productivity and service levels.
•Coordinated with Program Technology to update rotation lists when ETIII staff were on leave, scheduled for vacation, or separated from STAR.
•Organized and trained ETIIIs to lead SFE Days, including developing agendas and communicating plans to leadership to ensure alignment and readiness.
•Partnered with peer Eligibility Supervisors to secure ETII mentors as needed.
•Reviewed audit tasks throughout the day to prioritize immediate need and expedited cases for timely assignment.
•Provide coaching to ETIII staff on developing effective working journals for ETIs.
•Participated in weekly collaboration meetings to ensure alignment, communication, and shared problem solving across teams.
•Organized and oversaw all On the Job Training (OJT) activities for ETIs in accordance with the ETI Practicum.
•Led the implementation of Post Induction Applied Concepts Training (P.A.C.T.) for newly graduated ETIs, ensuring a smooth transition into full responsibilities.

Triage Unit - MCFresh
•Planned, organized, and supervised staff responsible for determining initial and ongoing eligibility for the MCFresh Program.
•Prepared accurate reports, statistics, records, and correspondence to support program operations and compliance.
•Interpreted and applied Federal, State, and County policies and procedures to ensure consistent and compliant eligibility determinations.
•Adapted quickly to policy and operational changes, guiding staff through transitions with clarity and support.
•Composed clear, concise, and comprehensive written reports and documentation.
•Delegated and managed staff workloads to maintain efficiency and meet program deadlines.
•Established performance standards, evaluated staff work, and provided timely, constructive feedback.
•Authored performance evaluations that accurately reflected employee achievements and areas for growth.
•Resolved conflicts and disagreements to maintain a positive, productive team environment.
•Applied effective conflict management strategies to improve team cohesion and performance.
•Motivated and engaged staff through consistent communication and supportive leadership.
•Performed effectively in a fast paced, high demand environment.
•Identified problems, analyzed data, and recommended solutions to improve processes and outcomes.

Quality Assurance, Training, and Casework Oversight
•Monitored and evaluated the quality of casework for all ET I staff, focusing on error trends, customer service performance, policy interpretation, and accuracy of eligibility determinations.
•Provided targeted coaching and refresher trainings to ET I staff based on identified areas of improvement.
•Conducted daily CalFresh and Medi Cal audits to ensure compliance with program regulations and internal standards.
•Facilitated on the job training, shadowing sessions, and hands on learning experiences for new ET I employees.
•Developed and distributed training materials, templates, and processing tools to support staff efficiency and accuracy.
•Reviewed all ET I casework during their first two months post training to ensure successful transition into full workload responsibilities.
•Maintained and managed the audit log rotation to ensure timely and consistent review cycles.
•Met weekly with Eligibility Supervisors to discuss ET I progress, performance trends, and training needs.
•Reviewed case errors with ET I staff through in person meetings or virtual sessions via Teams.
•Responded to audit corrections in Quest and ensured timely resolution of identified issues.

•Explained program regulations and requirements to applicants, recipients, and the general public.
•Provided one on one mentoring and technical guidance to ET I staff to support skill development and confidence.
•Addressed ET I questions, observed workflow, and created tools or job aids to streamline case processing.
•Delivered weekly caseload updates to ET I staff, including active/pending cases, queue images, and overdue tasks.
•Met individually with ET I staff to discuss caseload management strategies and support timely completion of work.
•Maintained detailed working journals to track ET I progress, growth, and training milestones.
•Participated in quarterly QA audit calibrations to ensure consistency and accuracy across reviewers.
•Assisted in planning and coordinating weekly Supervised Field Experiences for new hires in Induction, including scheduling and activity design.
•Led and supported weekly in house audit calibration sessions to maintain alignment across the review team.
•Contributed to the development of the STAR Team ET I Transitional Plan, supporting the shift from Intake to Continuing caseloads.
•Assisted in creating the STAR Team ET I Training and Audit Structure for CalFresh and Medi Cal programs.

Employee Relative Caseload Management
•Conducted interviews with new applicants and ongoing recipients of CalFresh and General Assistance, both by phone and in person.
•Pre screened applicants for Expedited Services and determine immediate service needs.
•Gathered and verified essential information related to income, property, financial resources, and financial obligations.
•Resolved application discrepancies through follow up phone calls, written correspondence, or in person interviews.
•Reviewed and validated verifications such as employment, education, property, and other required documentation.
•Assisted applicants in completing and clarifying application and declaration forms used for eligibility decisions.
•Utilized external systems, databases, and web based tools to research and verify eligibility information.
•Prepared and maintained all documentation associated with the eligibility determination process.
•Conducted interviews by explaining the purpose, addressing customer concerns, and gathering required information.
•Determined eligibility in accordance with established procedures and accurately document case information.
•Explained program regulations and requirements to applicants, recipients, and the general public.
•Sought policy clarifications when needed to ensure accurate and consistent determinations.

Eligibility Worker – MCFresh
•Conducted comprehensive interviews with new CalFresh and Medi Cal applicants to gather required personal, financial, and household information.
•Pre-screened applicants for Expedited Services to ensure timely access to benefits for eligible households.
•Collected detailed information regarding income, property, financial resources, and financial obligations to support accurate eligibility determinations.
•Resolved application discrepancies by obtaining additional information through phone calls, written correspondence, and in person interviews.
•Reviewed mandatory verifications including income, employment, education, property, and other required documentation.
•Assisted applicants in completing and clarifying application and declaration forms, ensuring accuracy and understanding of program requirements.
•Utilized external systems, databases, search engines, and web based platforms to research and verify eligibility information.
•Prepared, updated, and maintained documents associated with the eligibility determination process.
•Conducted phone and in person interviews, clearly explaining interview purposes and addressing applicant questions and concerns.
•Determined eligibility in accordance with established Federal, State, and County procedures, documented case information accurately and thoroughly.
•Explained program regulations and requirements to applicants, recipients, and members of the public to ensure understanding and compliance.
•Calculated benefit amounts and performed required computations to authorize grants.
•Completed Notices of Action and other required forms following eligibility determinations; reviewed late income reports for accuracy and processed them accordingly.
•Determined when to issue Notices of Intended Action or Right to Fair Hearing forms to ensure clients were informed of their rights and case status.

Eligibility Worker – CalFresh, General Assistance & General Relief
•Conducted interviews with new applicants and current recipients of CalFresh and General Assistance/General Relief programs by phone and in person to gather required eligibility information.
•Pre screened applicants for Expedited Services to ensure timely access to benefits for qualifying households.
•Collected detailed information regarding income, property, financial resources, and financial obligations to support accurate eligibility determinations.
•Resolved application discrepancies by obtaining additional information through phone calls, written correspondence, and in person interviews.
•Reviewed mandatory verifications including income, employment, education, property, and other required documentation.
•Assisted applicants in completing and clarifying application and declaration forms to ensure accuracy and understanding of program requirements.
•Utilized external systems, databases, search engines, and web based platforms to research and verify eligibility information.
•Prepared, updated, and maintained documents associated with the eligibility determination process.
•Explained interview purposes clearly and addressed applicant questions and concerns during phone and in person interactions.
•Determined eligibility in accordance with Federal, State, and County procedures; documented case information accurately and thoroughly.
•Interpreted program regulations and requirements for applicants, recipients, and members of the public.
•Calculated benefit amounts and performed required computations to authorize grants.
•Completed Notices of Action and other required forms following eligibility determinations; reviewed and processed late income reports for accuracy.
•Determined when to issue Notices of Intended Action or Right to Fair Hearing forms to ensure clients were informed of their rights and case status.
•Served as Unit In Charge when the Eligibility Supervisor or ET III staff were off site or in meetings, managing customer complaints, discrepancies, and general inquiries in person and by phone.
•Supported the Eligibility Supervisor in training ET I staff on best practices for caseload management and time management.
•Conducted full case reviews for ET I staff prior to audit submission to ensure accuracy and compliance.
•Assisted ET I and ET II staff with interpreting program policies and regulations to support consistent and accurate case processing

Eligibility Services Clerk - CalFresh
•Conducted pre-screening and structured interviews with applicants to gather personal, family, and financial information required to determine eligibility for public assistance programs and to support the authorization of social service plans.
•Provided applicants with required forms and verification requests; reviewed returned documents for completeness and accuracy and assisted clients with completing applications for financial assistance when needed.
•Recorded and verified documentation such as birth records, income, property information, and other eligibility related data in accordance with established procedures.
•Identified discrepancies in client information and promptly notified the assigned Eligibility Technician; organized and filed all forms and verifications following established filing standards.
•Prepared notices of action and other required documents following eligibility determinations; reviewed late income reports for accuracy and ensured proper processing.
•Determined when to issue notices of intended action or right to fair hearing forms to ensure clients were informed of their rights and case status.
•Cleared routine case controls using system printouts; responded to client inquiries via phone and in person regarding changes in circumstances, application status, and general program information.
•Prepared, updated, and maintained documents associated with eligibility and service processes; maintained accurate records used for workload tracking and productivity reporting.

•Directed daily operations supervising a team of two loan processors and seven loan officers, ensuring efficient workflow to enhance quality customer service and satisfaction.
•Implemented effective lending strategies to boost loan approval rates.
•Managed a high-performing team, fostering professional development and collaboration.
•Analyzed market trends to identify opportunities for growth and expansion
•Maintained detailed records of customer interactions, including inquiries, complaints, comments, and all actions taken to resolve issues.
•Resolved customer concerns by re writing mortgage loans, issuing refunds, adjusting billing statements, and implementing corrective actions as needed.
•Ensured all required updates and corrections were accurately reflected in loan documents.
•Communicated with customers to provide updates, respond to inquiries, and explain results or planned adjustments to their accounts.
•Determined service charges, collected payments or deposits, and coordinated billing arrangements.
•Completed contract forms and reviewed all supporting documentation to verify accuracy and validity.
•Determined service charges, collected payments or deposits, and coordinated billing arrangements.
•Completed contract forms and reviewed all supporting documentation to verify accuracy and validity.
•Entered and maintained data in designated systems and fields with a high level of accuracy and attention to detail.

Office Manager/Mortgage Loan Underwriter
•Managed daily operations for an office consisting of three loan processors and eleven loan officers, ensuring efficient workflow and high‑quality service delivery.
•Performed pre‑underwriting reviews for mortgage loans by obtaining, analyzing, and validating all required documentation.
•Ensured all necessary updates and corrections were accurately applied to loan documents.
•Handled basic bookkeeping tasks and completed banking transactions, including collecting, counting, and disbursing funds.
•Communicated with customers, employees, and external partners to answer questions, provide information, and resolve concerns.
•Answered and routed incoming calls, provided assistance, and recorded messages as needed.
•Compiled, copied, sorted, and filed records related to office activities, business transactions, and loan processing.
•Prepared and mailed bills, contracts, policies, invoices, and checks.
•Maintained and updated filing systems, inventory records, mailing lists, and database systems both manually and electronically.
•Reviewed files, records, and supporting documents to gather information and respond accurately to internal and external requests.

Assistant Medical Case Manager/Healthline Operator/Data Entry Clerk
•Generated and delivered operational reports and logs to the Systems Director (Healthworks) and Healthline Supervisor to support program oversight and decision‑making.
•Assisted in preparing compliance and program reports for the Illinois Department of Child and Family Services (IDCFS).
•Updated, monitored, and maintained case management and health systems to ensure data integrity and timely processing.
•Trained staff and subcontracted agencies on system functionality, troubleshooting, and best practices to improve accuracy and efficiency.
•Assigned case confirmation numbers for wards of the state and entered case data into the appropriate systems.
•Managed Primary Physician assignments and coordinated medical case management for Illinois Department of Child and Family Services (IDCFS) wards.
•Coordinated with the Illinois Department of Child and Family Services (IDCFS), group homes, and designated medical providers to schedule initial health examinations immediately following a ward’s removal from their home.
•Facilitated mandatory orientation sessions for prospective foster parents, providing guidance on placement procedures, trauma‑informed care, and reporting requirements.
•Arranged and tracked medical examinations for wards following placement with foster parents.
•Maintained the monthly state Custody Compliance Report to ensure regulatory adherence.
•Supported Case Managers with interim cases, providing documentation, coordination, and follow‑up as needed.
•Enrolled Illinois Department of Child and Family Services (IDCFS) wards referred to Purchase of Service agencies and ensured accurate intake and referral documentation.