Terrie Shanks
Lancaster
Summary
Knowledgeable family support professional and Program Manager enthusiastic about helping individuals learn coping mechanisms, behaviors, and procedures to become more effective parents. Experienced in case management, meeting planning, and multidisciplinary collaboration with a strong commitment to culturally responsive, trauma-informed practices. Highly trained, diligent, and conscientious, with expertise in coordinating community program resources and creating effective referral pathways to support parent and family needs. Skilled in developing and delivering staff trainings, improving workflows, and building strong interagency partnerships to enhance client outcomes. Excellent peer coaching, communication, and relationship-building abilities, with a caring, compassionate, and hardworking approach to empowering families and staff within community-based programs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Program Manager
A New Vision For You II
10.2024 - Current
- Lead the development, implementation, and evaluation of culturally responsive programs supporting families navigating case plans with the Department.
- Create and implement referral pathways to streamline intake, ensuring timely assignment and alignment with program scope while improving access to services.
- Design and deliver staff trainings on trauma-informed care, culturally responsive engagement, and effective documentation to enhance service quality and consistency.
- Assess and improve workflows across program operations to increase efficiency, reduce barriers, and strengthen client engagement and outcomes.
- Supervise and train staff to deliver high-quality, client-centered services while maintaining compliance with agency, confidentiality, and ethical standards.
- Develop, refine, and implement agency policies, procedures, and protocols in response to emerging challenges and systemic barriers.
- Coordinate interagency collaborations to secure resources and build sustainable support systems for families beyond department involvement.
- Monitor and analyze program data to track progress, identify service gaps, and inform continuous quality improvement initiatives.
- Prepare comprehensive reports for leadership and funding agencies, highlighting program achievements and identifying areas for further growth.
- Facilitate case staffing and multidisciplinary meetings to ensure effective communication between staff, department partners, and stakeholders.
Wraparound Parent Partner
Childrens Bureau
08.2021 - 03.2025
- Helped parents developing coping skills and plans for routine and crisis situations.
- Coordinated and managed agency referrals to get parents additional resources.
- Scheduled and attended family and individual meetings to set family goals and achievement plans.
- Utilized experience in child welfare system to better serve parents.
- Modeled appropriate parenting techniques to help parents improve skills.
- Completed frequent visits to family homes to check on progress.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
Business License Assistant
City Of Palmdale
08.2016 - 06.2018
- Greeted guests in with friendliness and professionalism.
- Assisted manager in all aspects of business operations.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Collected and input timesheet data into automated accounting system and processed labor corrections.
- Prepared, maintained and processed business licensure and permit applications to include the identification of the type of request, reviewed the application, computation of fees and issuance of license and permit.
Office Manager Intern
Antelope Valley Community College
08.2013 - 08.2016
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted with onboarding of new employees by providing training and development resources.
- Described product to customers and accurately explained details and care of merchandise.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty and knowledge to promote culture of company.
Education
Associate of Science - Social Psychology
Antelope Valley College
Lancaster, CA06.2015
Registered SUD Counselor - Substance Abuse
Tarzana Treatment Center
18646 Oxnard St, Tarzana CA04-2024
Skills
- Family reunification support
- Legal hearing support
- Advocacy for resource allocation
- Experienced with Microsoft Office applications
- Program development and implementation
- Creating and optimizing referral pathways
- Staff training and professional development
- Workflow assessment and process improvement
- Trauma-informed and culturally responsive practices
- Policy and protocol development
- Data analysis and outcomes tracking
- Case management and multidisciplinary collaboration
Certification
- Emergency Response Mental Health First Aid, National Council for Behavioral Health
- Motivational Interviewing
- CPR/First Aid/AED, National CPR foundation
- Domestic Violence
- Anger Management
- Parenting
- California Victims Compensation Board, CALVCB
- Mandated Reporter Training
Timeline
Program Manager
A New Vision For You II
10.2024 - Current
Wraparound Parent Partner
Childrens Bureau
08.2021 - 03.2025
Business License Assistant
City Of Palmdale
08.2016 - 06.2018
Office Manager Intern
Antelope Valley Community College
08.2013 - 08.2016
Associate of Science - Social Psychology
Antelope Valley College
Registered SUD Counselor - Substance Abuse
Tarzana Treatment Center
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