Susan Callan
Colorado Springs
Summary
Results-driven service professional, bringing wealth of experience in supervising and coordinating service activities. Expertise in optimizing service operations and improving client satisfaction. Known for strong team collaboration, adaptability, and focus on achieving impactful results. Proficient in problem-solving and effective communication.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Program Coordinator Milestones Case Management Program
07.2021
- Supervised, trained, and mentored a staff of 23 in the case management process for TANF recipients.
- Served as a liaison with DHS and community partner agencies to support coordinated service delivery.
- Assisted with hiring, employee evaluations, coaching, and disciplinary processes.
- Career progression: began as clerical staff support and advanced to Case Manager, Lead Case Manager, and Program Coordinator.
Service Coordinator Supervisor
The Resource Exchange
06.2022 - Current
- Provide regular coaching, guidance, and performance feedback to Service Coordinators and Lead Service Coordinators; conduct one-on-one meetings focused on goals, development, quality, and performance improvement.
- Modeled ethical, mission-driven leadership, reinforcing TRE’s mission, vision, and values while fostering team engagement through encouragement, support, and accountability.
- Maintain comprehensive knowledge of rules and regulations governing Long-Term Care services; guide, advise, and train staff on compliance requirements, policy changes, and best practices.
- Facilitated departmental meetings and staff training through in-person, phone, and technology platforms to ensure teams remained informed, connected, and aligned.
- Supported hiring and onboarding by reviewing resumes, conducting phone screens, and interviewing candidates to identify strong team fit.
Service Coordinator
The Resource Exchange
07.2019 - 05.2022
- Coordinated ongoing services for clients receiving HCBS services under Long-Term Care Medicaid waivers, ensuring compliance with applicable rules and service delivery requirements.
- Managed caseload of 175 participants under multiple NIDD waivers, ensuring person-centered practices and continuity of timely, authorized services.
- Adapted to changing agency policies, procedures, and practices while actively contributing to meetings and workgroups with a solution-focused approach.
- Adapted to changing agency policies, procedures, and practices while participating in meetings and workgroups with a positive, solution-focused approach.
Case Manager
Rocky Mountain Options for Long Term Care
10.2016 - 06.2019
- Managed average caseload of 140 clients in El Paso County SEP HCBS waiver services under Long-Term Care Medicaid, ensuring compliance with service delivery standards.
- Conducted annual CSR and unscheduled reviews to assess functional eligibility and performed quarterly monitoring to enhance service delivery quality.
- Conducted annual CSR and unscheduled reviews to assess functional eligibility and completed quarterly monitoring to support continuous, effective service delivery.
- Coordinated with service provider agencies to implement and authorize services, aligning with internal policies and Long-Term Care Medicaid regulations.
- Built and maintained positive, collaborative relationships with IDT members, provider agencies, DHS, and community partners.
- Educated clients on service delivery options, including agency care, CDASS, IHSS, LTHH coordination, and community resources.
Case Aide
Rocky Mountain Options for Long Term Care
10.2013 - 09.2016
- Facilitated professional communication among coworkers, supervisors, clients, and partnering agencies to ensure collaborative case management.
- Secured and documented Long-Term Care professional medical information from physicians and providers, coordinating with the Department of Human Services to assist in Medicaid waiver financial eligibility determinations.
- Tracked and organized incoming and outgoing documents for seven Case Managers and approximately 750 client assignments using multiple Excel spreadsheets, ensuring accurate and concise data entry.
Office Manager / Paralegal
William Muhr Attorneys & Counselors at Law, LLP
07.2011 - 08.2012
- Supervised paralegals, legal assistants, interns, and clerical staff to ensure efficient workflow and compliance with legal standards.
- Facilitated personal injury settlement negotiations with insurance adjusters, achieving favorable outcomes for clients.
- Revised the policies and procedures manual for support staff, improving training consistency and reducing staff turnover by 28%.
- Revised policies and procedures manual for support staff to enhance training consistency and decrease staff turnover by 28%.
Residential Support Coordinator
Goodwill Industries
09.2007 - 04.2010
- Communicated effectively with guardians, GALs, advocates, family members, participants, IDT members, and community agencies to ensure comprehensive support and understanding of participant needs.
- Developed and coordinated Individualized Service Plans that prioritized measurable goals and participant preferences through collaborative input from the IDT.
- Oversaw Host Home operations with announced and unannounced inspections to maintain compliance with IDD waiver service regulations.
Education
Associate Degree - Legal Assisting/Paralegal
Blair Junior College
Colorado Springs, COSkills
- Service optimization
- Compliance monitoring
- Service planning
- Client advocacy
- Accurate recordkeeping
- Ongoing client support
- Strong leadership
- Effective delegation
Certification
- Annual certifications: HIPAA, Elder Abuse, Sexual Harassment, and Workplace Violence
- Department of Human Services Leadership Expedition, 2004
- Leadership Pikes Peak — Women’s Community Leadership Initiative, 2004
- Global Career Development Facilitator certification (GCDF), 2005; Goodwill Industries International recognition for Customer Focus
- Certified HUD Inspector — Section 8 Existing Housing Quality Standards Training, 2008
- Professional development seminars in supervision, team building, conflict resolution, communication, and related leadership topics.
Timeline
Service Coordinator Supervisor
The Resource Exchange
06.2022 - Current
Program Coordinator Milestones Case Management Program
07.2021
Service Coordinator
The Resource Exchange
07.2019 - 05.2022
Case Manager
Rocky Mountain Options for Long Term Care
10.2016 - 06.2019
Case Aide
Rocky Mountain Options for Long Term Care
10.2013 - 09.2016
Office Manager / Paralegal
William Muhr Attorneys & Counselors at Law, LLP
07.2011 - 08.2012
Residential Support Coordinator
Goodwill Industries
09.2007 - 04.2010
Associate Degree - Legal Assisting/Paralegal
Blair Junior College