Tammy Davies
Surrey,BC
Summary
History of approaching policy challenges with a disciplined and quality-driven mindset. Adept at solving problems, managing conflict and organizing change with an accurate and efficient approach. Familiar with qualitiative data gathering, research and analysis.
Overview
16
16
years of professional experience
Work History
Reconsideration Officer
Ministry of Social Development and Poverty Reduction
08.2022 - 07.2023
- Reviewing reconsideration requests submitted by clients who were not satisfied with original decisions to ensure original decisions met legislative criteria and to review additional information provided by client to determine if decision can be adjusted.
- Responsible for establishing eligibility of clients for various supplements and benefits, decisions to issue financial assistance to clients within policy and legislative guidelines and in some cases based on my discretion up to varying financial limits based on my authority level.
- Wrote highly precise and complex decision letters for clients seeking a reconsideration decision on Persons With Disabilities applications.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
Employment and Assistance Worker (EAW)
Ministry of Social Development and Poverty Reduction (MSDPR)
01.2016 - 08.2022
- Responsible for establishing eligibility of clients for various supplements and benefits, decisions to issue financial assistance to clients within policy and legislative guidelines and in some cases based on my discretion up to varying financial limits based on my authority level
- June 2019-August 2022: Moved to what is now the Community Services Focus Team, working on reports (EI CCR, AD HOC) and obtaining identification for clients
- January 2016-June 2019: Delivering a high standard of customer service as a telephony agent in a high volume call centre, managing client income assistance cases, assisting clients with using MYSS, managing cases in ICM to resolve client issues, assisting clients and public with Bus Pass, Healthy Kids and Senior’s Supplement requests
- Policy, procedures and systems are continuously changing and must be kept up with
- Our clients are from various ethnic and cultural backgrounds, clients with mental health issues and/or physical disabilities or other challenges, clients with substance use issues and individuals who may be in crisis, displaying frustration, anger or acting out in an abusive manner
- Specialized Databases, Records Management and Case Management Systems Experience: Integrated Case Management (ICM), ICE, My Self Serve (MYSS), and Teleopti used for managing cases, working in a virtual environment through telephony (ICE) and responding to client’s requests through MYSS and assisting clients with troubleshooting problems on MYSS
- I use Teleopti as part of managing my own schedule and leave or vacation requests
- Volunteer for the emergency evacuation team: trained to assist employees to evacuate the building safely in the event of an emergency
- Investigating and resolving client concerns when there has been an interruption or eligibility concern with them receiving income assistance.
Mentorship
Ministry Of Social Development And Poverty Red
Surrey, BC
01.2017 - Current
- Mentored with Policy and Procedure Implementation Manager (PPIM) to increase skills and knowledge in policy and legislation interpretation and application.
- PPIM presents me with complex real time policy problems and I review and respond with solutions in accordance with policy, legislation and regulations governing the problem. Mentor reviews my responses and offers feedback on my response and in depth discussion of the policy question.
Mentorship
Ministry of Social Development and Poverty Reduction
09.2018 - 03.2019
- Mentorship with supervisor focused on the facilitation of groups and work projects including technology for facilitation, strategies for promoting productive conversations, and strategies for managing varying personalities to achieve best outcomes for teamwork.
- Developed leadership skills.
Acting Assistant Supervisor
Ministry of Social Development and Poverty Reduction
07.2017 - 07.2018
- Working with Leadership Team: attending leadership meetings of various levels including executives and providing feedback and contributions to discussions, implementing any new direction received in leadership meetings with employees as directed by Supervisors
- Attendance: Taking attendance in the morning to record leaves for illness, ensure employees arrive on time for work and to ensure leadership is aware of how many employees are on site for safety reasons
- Working with Stakeholders: Community Relations and Service Quality Managers (CRSQ) and community stakeholders (e.g
- Ombudsperson, advocates) to resolve client complaints
- Financial management: Approving the issue of financial supplements and benefits to clients above the EAW authority level within the limit of supervisor authority
- Approval and recording of employee leaves for various reasons that impact operational costs for the ministry (e.g
- Sick leave (STTIP), Medical Dental under 2 hours, overtime)
- Conducting case reviews and investigations of issues for resolution of client complaints as requested by CRSQ managers and updating cases based on direction from Policy and Procedure Implementation Managers (PPIM)
- This involves working with employees and clients to resolve complaint, update cases and provide information and reports requested by CRSQ and PPIM managers
- Researching and analyzing policy to provide direction/coaching to employees concerning case management and policy based case consults.
Supervisor for Masters Student
Royal Roads University
09.2015 - 04.2016
- Supervising Masters student’s academic progress from start to finish on Masters research, analysis, and final thesis for submission
- Ensuring student’s program was in accordance with Royal Roads guidelines and expectations, reviewing research proposal and monitoring research while student conducted fieldwork
- Reviewing/editing/requesting corrections of final thesis submission, ensuring all deadlines and standards set by Royal Roads were met or exceeded by student with final project.
Business Consultant
12.2010 - 01.2016
- Assisting a hotel executive with management strategies and management model development, best practices, team building techniques, personnel development and solutions to complex management challenges.
Disabilities Resource Centre (DRC) - Invigilator/Learning Assistant
University of British Columbia Okanagan
10.2012 - 04.2015
- Assisting a high volume of students with a variety of physical, emotional and cognitive disabilities from varying social, economic and cultural backgrounds to achieve academic success
- Invigilating exams, managing accommodations for various disabilities, supporting students in learning.
Graduate Teaching Assistant
University of British Columbia Okanagan
09.2008 - 04.2015
- Responsible for all aspects of the course as assigned by the professor—grading exams and assignments (within tight deadlines), planning and teaching lectures using power points and other media, guiding students in office hours, managing requests and inquiries from students, communication with students on grades, recording student grades in database and guiding students on university policy—for up to 200 students per semester.
Instructor
University of British Columbia Okanagan
01.2014 - 04.2014
- Independently designed complex teaching project: Planned and designed complete curriculum and taught a learner centered, project based upper level (3rd and 4th year) anthropology course
- Responsible for monitoring student performance and ensuring adherence to deadlines and assignment schedules, continuous communication with students via email and dedicated Facebook page I created for the course as part of learning design, assisting students with their research project design, creation, and implementation as well as final document and presentation on their outcomes from fieldwork
- Lecturing on course content with power point presentations, facilitating class discussions, trouble shooting with students on their projects, promoting team building, collaboration, and communication
- Managing changes to course requirements, when necessary, by providing clear instruction, communication verbally during class while encouraging students to ask questions, through documents explaining changes and via email
- Awarded University of British Columbia Okanagan Teaching Honour Roll Award—awarded to the top 5% of instructors—based on student reviews of this course.
Project Grow
NGO rural Ghana development initiative
10.2010 - 04.2014
- Assisted with loading shipping container with medical supplies and household goods (October 2010)
- Assisting developer of Project Grow, Dr
- Vida Yakong, with ideas for projects and strategy when requested.
Assistant Managing Editor Anthropologica
12.2012 - 02.2013
- Assisted editor with copy editing journal submissions in preparation for publication
- Reviewing submissions for grammar, referencing and flow, managing tight deadline with high work volume.
Mentorship
Ministry Of Social Development And Poverty Reduct
Surrey, BC
10.2017 - 10.2018
- Mentored with Director of Strategic Services in the Ministry of Social Development and Poverty Reduction to develop skills and experience in policy, legislation and regulation changes and change management.
- Participated in a project that led to a successful Order In Council (OIC) request for a regulation change.
- Attended project meetings and participated in changes to Standard Operating Procedure documents in response to change in regulation.
- Mentor included me in various stages of project from start to finish, including writing request for OIC.
- Mentor asked challenging questions on how I would design this project, how I would manage various aspects of the project and what I thought was needed at various stages. I provided responses and mentor provided feedback on my responses.
Education
Doctoral Research - Interdisciplinary Graduate Studies- Social Sciences
University of British Columbia Okanagan
04.2015
Master of Arts - Interdisciplinary Graduate Studies- Social Sciences
University of British Columbia Okanagan
05.2012
Bachelors of Arts - Anthropology
University of British Columbia Okanagan
05.2008
Skills
- Policy analysis
- Policy Interpretation
- Policy Implementation
- Project Management Skills
- Highly developed Research and Advanced Analytical Skills
- Critical thinking
- Complex Problem Solving Skills
- Cultural Sensitivity and Agility
- Excellent writing skills
- Presentation Skills
- Expert Teaching Skills (Adult Learners)
- Leadership Skills
Accomplishments
- Won UBC Okanagan Teaching Award for upper level Anthropology course I designed and taught based on student reviews.
- SSHRC Joseph Bombardier award winner for social science research in Masters degree.
- Won multiple scholarships during academic career while raising two children as a single parent.
Coursework And Professional Development
- Completion of Project Foundations 101, 03/21/18
- Practical Project Management 200, 06/05/18
- Completion of Policy Analysis Bootcamp, 09/26/19, Victoria BC
Coaching
06/01/17, present, Training and supporting new Employment and Assistance Workers throughout training process and support on the job after training ends.
Supporting new staff through case consults, answering questions, assisting to find information and resources, and supporting their development of individual initiative and self confidence for independent management of work tasks and case management.
Mentorships
- Policy/Program Implementation Manager (PPIM), 03/01/17, present, To increase knowledge and capacity surrounding the interpretation and application of policy as it applies to the Ministry of Social Development and Poverty Reduction. PPIM provides challenging questions concerning policy analysis, interpretation and application and I am responsible for answering these questions. PPIM then provides feedback and follow up discussions on my answer (research and continuous learning).
- Director for Engagement Partnerships and Strategic Initiatives, 09/01/17, 10/01/18, Director proposed challenging, real problems and asked me to respond with how I might solve them by designing project proposals for resolution and presenting to the director for feedback. Participating in a high level project that resulted in changes in policy and alteration of systems (ICM and MIS) for the disbursement of assistance. I primarily offered contributions from the EAW perspective of how changes might affect daily operations but also attended project meetings where the processes of changes to the regulation (Order in Council) were discussed and put into action as well as changes to software systems required due to regulation/policy changes.
- Supervisor for Service Delivery Division, 09/01/18, 03/01/19, Mentorship with supervisor focused on the facilitation of groups and work projects including technology for facilitation, strategies for promoting productive conversations, and strategies for managing varying personalities to achieve best outcomes for teamwork.
- Supervisor for Masters Student, Royal Roads University, 09/01/15, 04/01/16, Supervising Masters student’s academic progress from start to finish on Masters research, analysis, and final thesis for submission. Ensuring student’s program was in accordance with Royal Roads guidelines and expectations, reviewing research proposal and monitoring research while student conducted fieldwork. Reviewing/editing/requesting corrections of final thesis submission, ensuring all deadlines and standards set by Royal Roads were met or exceeded by student with final project.
Graduate Teaching Assistant
09/01/08, 04/01/15, Cultural Anthropology, Linguistic Anthropology, Gender and Women’s Studies, Archaeology, Biological Anthropology, Responsible for all aspects of the course as assigned by the professor—grading exams and assignments (within tight deadlines), planning and teaching lectures using power points and other media, guiding students in office hours, managing requests and inquiries from students, communication with students on grades, recording student grades in database and guiding students on university policy—for up to 200 students per semester.
Instructor
Practicum IGS 630 Teaching in Higher Learning, 01/01/14, 04/01/14, Independently designed complex teaching project: Planned and designed complete ciriculum and taught a learner centered, project based upper level (3rd and 4th year) anthropology course.
Responsible for monitoring student performance and ensuring adherence to deadlines and assignment schedules, continuous communication with students via email and dedicated Facebook page I created for the course as part of learning design, assisting students with their research project design, creation, and implementation as well as final document and presentation on their outcomes from fieldwork.
Lecturing on course content with power point presentations, facilitating class discussions, trouble shooting with students on their projects, promoting team building, collaboration, and communication.
Managing changes to course requirements, when necessary, by providing clear instruction, communication verbally during class while encouraging students to ask questions, through documents explaining changes and via email.
Awarded University of British Columbia Okanagan Teaching Honour Roll Award—awarded to the top 5% of instructors—based on student reviews of this course.
Disabilities Resource Centre
10/01/12, 04/01/15, Assisting a high volume of students with a variety of physical, emotional and cognitive disabilities from varying social, economic and cultural backgrounds to achieve academic success.
Invigilating exams, managing accommodations for various disabilities, supporting students in learning.
Assistant Managing Editor
12/01/12, 02/01/13, Assisted editor with copy editing journal submissions in preparation for publication. Reviewing submissions for grammar, referencing and flow, managing tight deadline with high work volume.
Additional Responsibilities And Projects
Acting Assistant Supervisor, 07/01/17, 07/01/18, Working with Leadership Team: attending leadership meetings of various levels including executives and providing feedback and contributions to discussions, implementing any new direction received in leadership meetings with employees as directed by Supervisors.
Attendance: Taking attendance in the morning to record leaves for illness, ensure employees arrive on time for work and to ensure leadership is aware of how many employees are on site for safety reasons.
Working with Stakeholders: Community Relations and Service Quality Managers (CRSQ) and community stakeholders (e.g. Ombudsperson, advocates) to resolve client complaints.
Financial management: Approving the issue of financial supplements and benefits to clients above the EAW authority level within the limit of supervisor authority. Approval and recording of employee leaves for various reasons that impact operational costs for the ministry (e.g. Sick leave (STTIP), Medical Dental under 2 hours, overtime).
Conducting case reviews and investigations of issues for resolution of client complaints as requested by CRSQ managers and updating cases based on direction from Policy and Procedure Implementation Managers (PPIM). This involves working with employees and clients to resolve complaint, update cases and provide information and reports requested by CRSQ and PPIM managers.
Researching and analyzing policy to provide direction/coaching to employees concerning case management and policy based case consults.
Volunteer Experience
- Business Consultant, 12/01/10, 01/01/16, Assisting a hotel executive with management strategies and management model development, best practices, team building techniques, personnel development and solutions to complex management challenges.
- Project Grow (NGO rural Ghana development initiative), 10/01/10, 04/01/14, Assisted with loading shipping container with medical supplies and household goods (October 2010). Assisting developer of Project Grow, Dr. Vida Yakong, with ideas for projects and strategy when requested.
References
- David Butcher, Policy/Program Implementation Manager, Ministry of Social Development and Social Innovation, (604) 561-3567, David.Butcher@gov.bc.ca
- Dana Jensen, Executive Director for Engagement, Partnerships and Strategic Initiatives, Ministry of Social Development and Social Innovation, (778) 698-7656, Dana.Jensen@gov.bc.ca
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Reconsideration Officer
Ministry of Social Development and Poverty Reduction
08.2022 - 07.2023
Mentorship
Ministry of Social Development and Poverty Reduction
09.2018 - 03.2019
Mentorship
Ministry Of Social Development And Poverty Reduct
10.2017 - 10.2018
Acting Assistant Supervisor
Ministry of Social Development and Poverty Reduction
07.2017 - 07.2018
Mentorship
Ministry Of Social Development And Poverty Red
01.2017 - Current
Employment and Assistance Worker (EAW)
Ministry of Social Development and Poverty Reduction (MSDPR)
01.2016 - 08.2022
Supervisor for Masters Student
Royal Roads University
09.2015 - 04.2016
Instructor
University of British Columbia Okanagan
01.2014 - 04.2014
Assistant Managing Editor Anthropologica
12.2012 - 02.2013
Disabilities Resource Centre (DRC) - Invigilator/Learning Assistant
University of British Columbia Okanagan
10.2012 - 04.2015
Business Consultant
12.2010 - 01.2016
Project Grow
NGO rural Ghana development initiative
10.2010 - 04.2014
Graduate Teaching Assistant
University of British Columbia Okanagan
09.2008 - 04.2015
Doctoral Research - Interdisciplinary Graduate Studies- Social Sciences
University of British Columbia Okanagan
Master of Arts - Interdisciplinary Graduate Studies- Social Sciences
University of British Columbia Okanagan
Bachelors of Arts - Anthropology
University of British Columbia Okanagan