Latoya S. Gilliard
Florence
Summary
Efficient and hands on Case Manager with 12 plus years of proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
24
24
years of professional experience
Work History
Child Protective Services (CPS) Investigations Case Manager
Department of Social Services
Florence, SC
09.2021 - 11.2025
- Participate (Testify) in Court proceedings.
- Coordinated case management services to ensure client needs were met effectively.
- Developed and implemented individualized service plans for diverse populations.
- Facilitated communication among multidisciplinary teams to enhance service delivery.
- Monitored and evaluated client progress, adjusting interventions as necessary.
- Provided training and mentorship to junior case managers on best practices.
- Advocated for clients' rights and resources within community organizations.
- Led initiatives to enhance program effectiveness and client satisfaction ratings.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Secured funding for special projects through grant writing, expanding resources available to clients.
Child Support Specialist/Case Worker
Department of Social Services
Florence, SC
11.2014 - 09.2021
- Interviewed new applicants and current clients to obtain and verify information needed to determine child support amounts. (By obtaining information in difficult or emotional situations
- Conducted detailed financial assessments of non-custodial parents to determine appropriate child support obligations.
- Maintained control of the interview if the client becomes hostile or angry over the interview questions.
- Learned numerous state and federal program regulations and specific county practices through training.
- Reviewed applications for completeness and consistency
- Researching questionable information provided by an applicant until satisfactory explanations regarding eligibility status are confirmed.
- Advised clients of deadlines, timeframes, and necessary actions to be taken.
- Facilitated establishment of child support orders through detailed case assessments.
- Analyzed financial data to ensure compliance with state regulations and policies.
- Developed and maintained strong relationships with families, promoting effective communication and collaboration.
- Enhanced child support enforcement by conducting thorough case investigations and analysis.
- Collaborated with legal professionals to prepare court documents and present evidence supporting child support orders during hearings.
- Provided compassionate guidance and resources for custodial parents seeking assistance with child support matters.
- Maintained strict confidentiality while managing sensitive information related to clients'' personal lives and finances.
- Reduced caseload backlog by implementing comprehensive time management strategies that prioritized urgent cases without compromising quality service delivery.
- Managed a high volume of complex cases, ensuring accurate documentation and timely resolution of issues.
- Advised clients on available services such as parenting classes, employment assistance programs, and healthcare resources to promote self-sufficiency among non-custodial parents.
Economic Service/Eligibility Worker
Department of Social Services
Lake City, SC
11.2012 - 11.2014
- Acted as the first contact for individuals seeking public assistance
- Interviewed new applicants and current clients to obtain and verify information needed to determine initial or ongoing eligibility for public assistance by obtaining information in difficult or emotional situations.
- Maintained control of the interview if the client becomes hostile or angry over the interview questions.
- Learned numerous state and federal program regulations and specific county practices through training.
- Reviewed applications for completeness and consistency.
- Explained program benefits, requirements and procedures, including eligibility factors, to public assistance clients.
- Researched questionable information provided by an applicant until satisfactory explanations regarding eligibility status are confirmed.
- Reported cases where fraud is suspected.
- Advised lients of deadlines, timeframes, and necessary actions to be taken.
Interview Clerk (Contracted Position)
Department of Children and Families
Hialeah, FL
04.2012 - 06.2012
- Conducted routine questions with instructions to obtain various specified information such as: name, age, residence, & etc
- Identified and reported problems in obtaining valid data
- Communicated professionally and effectively in written and verbal manner with customers
- Followed policies and procedures to ensure the consistency with the organization’s mission and directives
Administrative Assistant
Maxim Healthcare Agency
Miami Lakes, FL
08.2008 - 01.2011
- Maintained case files for agency patients
- Communicated and validated policy information to insurance providers
- Conducted routine home visits to assist with completion of documents
- Assisted with general receptionist duties
Youth Service Instructor
Mt. Moriah Holiness Community Church
Miami, FL
08.2005 - 03.2008
- Discussed and developed plans focused around academics and personal interests
- Scheduled community activities
- Implemented programs to enhance social skills
Tutor (Contracted Position)
Adgam
Miami, FL
04.2006 - 06.2006
- Tutored and assisted first time offenders (juveniles) individually or in a small group in order to help master assignments and reinforce learning concepts
- Enforced policies and rules governing students
- Observed students’ performance and record relevant data to assess progress
After-school Caregiver
Biscayne Gardens Elementary School
Miami, FL
01.2002 - 09.2003
- Administered standards of behavior and discipline for the purpose of ensuring the safety and well-being of students
- Assisted students, individually or in a group setting with homework assignments
- Collaborated with the principal for the purpose of implementing and maintaining services and/or programs
- Attended weekly meeting with school administrators
Education
Bachelor’s of Science Degree - Technical Management, Criminal Justice
DeVry University of Miramar
FloridaSkills
- Proficient in Microsoft Office Suite
- Problem-solving
- Time management
- Case documentation and reporting
- Relationship building
- Active listening
- Organization and multitasking
- Conflict resolution
- Decision-making
- Positive attitude
- Email and telephone etiquette
- Client advocacy
- Critical thinking
- Community outreach
- Emotional awareness
- Treatment Planning
- Home visits and inspections
- Multitasking and organization
Accomplishments
Peer Support for all new hires entering the Child Protective Services Investigation Unit for 3 years
Timeline
Child Protective Services (CPS) Investigations Case Manager
Department of Social Services
09.2021 - 11.2025
Child Support Specialist/Case Worker
Department of Social Services
11.2014 - 09.2021
Economic Service/Eligibility Worker
Department of Social Services
11.2012 - 11.2014
Interview Clerk (Contracted Position)
Department of Children and Families
04.2012 - 06.2012
Administrative Assistant
Maxim Healthcare Agency
08.2008 - 01.2011
Tutor (Contracted Position)
Adgam
04.2006 - 06.2006
Youth Service Instructor
Mt. Moriah Holiness Community Church
08.2005 - 03.2008
After-school Caregiver
Biscayne Gardens Elementary School
01.2002 - 09.2003
Bachelor’s of Science Degree - Technical Management, Criminal Justice
DeVry University of Miramar
Awards
Employee of the year 2024-2025