Nicola Dixon

• Collaborate with Program Director, Day Program Managers, and Human Resources to support the quality assurance of the all the program locations to ensure the organization meets the quality, integrity, and efficiency standards set forth by the Regional Centers, Community Care Licensing, Department of Social Services Department of Developmental Services, Department of special education and OSHA/CALOSHA.
• Assist program managers with the development of learning curriculums that fosters the goals set forth by the people who receive services as outlined in their individual service plan.

Skills Required for the Success of this position:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Must be willing to demonstrate and promote team-orientated environment
• Proficient with Microsoft Office Suite or related software
• Ability to present engaging, relevant, academic curriculum using differentiation and data driven planning
• Ability to work effectively as a member of a multi-disciplinary team to implement academic, behavioral and therapeutic services for the people who receive services.

• Reorganization of past employee confidential files.
• Updated Individualized Service Plans and converted them to the new version.
• Casemagic client profile development, agency wide.
• Co-organizer of quarterly employee 'Team-Building' events.
• During the COVID-19 pandemic (2019-2023) I provided support to our Pleasant Hill day program in the form of weekly in-person visits, provision of educational assignment packets, and daily documentation of assigned clients zoom activities. These activities included teaching various classes i.e. math, social skills, music, science, job skills and nutrition.

• Planned and facilitated In-Service meetings for new person(s) approved to receive services.
• Responsible for scheduling and facilitating annual Special Event Planning meetings to discuss development and/or changes needed to an Individual Service Plans with the person receiving services, Case Manager, Direct Support Professional, and family members.
• Streamlined administrative tasks by introducing efficient processes for scheduling, record-keeping, and reporting.
• Maintained up-to-date knowledge of industry best practices and regulatory changes to ensure the program''s continued relevance and effectiveness.
• Ensured a safe and inclusive environment by enforcing strict adherence to policies, procedures, and relevant regulations.
• Facilitated smooth transitions for new people receiving services in the program by providing comprehensive orientation sessions and ongoing support.
• Proactively addressed challenges faced by people receiving services with effective interventions tailored to their individual needs.
• Interviewed candidates for direct support professional positions and reported my recommendations to the HR Generalist, Programs Director, and Chief Executive Officer.
• Responsible for training all program staff, providing direct supervision, ongoing staff development and continuing education.
• Served as a strong advocate for both staff members'' professional development needs as well as participant rights within broader organizational discussions.
• Increased participant satisfaction by creating diverse, engaging, and personalized daily activities.
• Collaborated with families, caregivers, and other support networks to provide holistic support for participants'' overall wellbeing.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Conducted on-going Direct Support Professional training.
• Created and reviewed Special Incident Reports, DSP's and supervisors evaluations, and recommendations for program development etc.
• Liaison with RCEB, Community Care Licensing, Social Services Department, families, and group home administrators/facilitators.
• Overviews quarterly reports of client progress/challenges generated by staff
• Responsible for managing payroll, attendance, maintenance of building, supplies, and compliance with the mission of the organization.
• Developed a team approach in resolving concerns.
• Maintaining staff professionalism, communication, positive conflict resolution, computer, writing, customer service skills while providing support to clients.
• Computer generated schedules, reports, emails, and meetings etc.
• Reviewed and updated time and attendance system records.
• Coordinated visitations and tours for program facility.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
• Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.

• Administered medication as directed by physician.
• Recognized and reported abnormalities or changes in client's health status to clinical department team, group home administrators, and case manager.
• Implemented individual service plan educational and behavioral plan for each assigned client.
• Daily documentation.
• Generated special incident reports, whenever required.
• Quarterly reports were thorough and to a high standard.
• Taught 3 Social Skills and 2 Nutrition classes per week to accommodate 46 clients and their schedules.
• Established an educational curriculum specific to each client I served.
• Supported job training skills at the local Thrift Store.
• Client community safety, Socialization, education, and purchasing experience.
• Implementation of Pro-Act principals during observable varying levels of emotional and physical escalation in response to a perceived threat, a need not being met, or misunderstanding.
• Supported co-workers in understanding their role and helped problem solve challenges they were experiencing.
• Helped assist clients in running the program's student store.
• Participated in a number of trainings

• Adapted activities to accommodate cognitive decline or physical limitations in clients as needed, while maintaining client dignity and autonomy.
• Fostered social engagement among seniors through meaningful conversations and shared activities, decreasing feelings of isolation.
• Supported families by sharing caregiving responsibilities, providing respite care when needed.
• Provided nutritious meal planning and preparation based on dietary restrictions or preferences, promoting optimal health outcomes for clients.
• Managed household tasks efficiently while maintaining a clean living environment for the seniors I cared for daily.
• Promoted wellness by assisting with daily activities such as bathing, dressing, grooming, and medication management.
• Improved seniors'' quality of life by providing compassionate and personalized care in their homes.
• Maximized client independence through skill-building exercises tailored to each individual''s abilities and limitations.

• Maintained safety and security by overseeing students in recess environments.
• Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
• Attended training classes, parent conferences and faculty meetings to stay up-to-date on student progress.
• Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
• Handed out classroom materials, like pencils, paper and crayons.
• Supported student learning objectives through personalized and small group assistance.
• Documented student progress and communicated with parents to keep informed.
• Prepared learning materials, helping teachers prepare for daily instruction.
• Assisted lead teachers with lesson plan creation and materials development .
• Provided support to help students with special needs learn and grow.
• Applied specialized teaching techniques to reinforce social and communication skills.
• Graded assignments and reported individual progress to teacher.
• Helped teachers recognize learning issues evidenced in one-to-one support instruction.
• Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
• Developed and implemented individualized educational curriculum for 1:1 students that meet their I.E.P. (Individual Education Plan).
• I worked Pre-School through High School as a 1:1 support staff.
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• generated consultation reports and letters to patients

• scheduled testing,

and fitting of hearing aids.

• Ensure patient medical files were available to technicians at appointment, and that all correspondence is on file.

• Make minor repairs to hearing aids.

• Minimize waiting list for consultation.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected and analyzed customer information to prepare product or service reports.
• Responded to customer requests for products, services and company information.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Provided primary customer support to internal and external customers.
• Effectively communicated with customers about account changes, new products or services and potential upgrades.
• Sought ways to improve processes and services provided.
• Maintained up-to-date knowledge of product and service changes.
• Recorded account information to open new customer accounts.
• Updated account information to maintain customer records.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Promoted products or services to each customer to consistently achieve sales targets.
• Upheld strict financial controls by keeping funds secure and accurately transferring monies.
• Checked amount details and fraud markers for transaction papers such as checks and money orders.
• Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.