INTRODUCTION TO HUMAN SERVICES

Peggy Elizabeth PatchHyde Park, VT 05655

ppatch1971@gmail.com

RESUME

HIGHLIGHTS• Able to work well and maintain a positive

attitude under pressure.• Effective communicator under all

circumstances.• Self-starter and able to identify tasks

needing to be completed.• Able to effectively prioritize workload; work

well independently and with a team.• Valid Vermont State Drivers license.

Leadership Skills• Involved member and Sunday School Teacher at

Second Congregational Church of Hyde Park.• Highly self-motivated, takes initiative and very

quick learner.• Interact with a variety of individuals to assist

them with reaching their goals.• Managed all support staff at Chittenden

Recycling Services.• Supervised Front-End staff at Hannaford.• Managed all aspects of daily operations at the

Stowe Inn and Tavern.

Customer Service Skills• Experienced at answering and operating

phone systems.• Highly effective customer communication

skills; able to communicate positively in all situations.

• Effectively handled customer complaints and problems in a variety of job situations.

• Directed patrons at Copley Health Science Library with searches, locating materials as requested.

Administrative and Computer Skills• Strong computer skills; comfortable using Microsoft

Office programs, and QuickBooks.• Administered billing and collection for Chittenden County

Waste Haulers with customer base into the thousands.• Transferred data between two hauling stations onto

mainframe computer.• Billed and reconciled accounts on a monthly basis.• Performed checks and balances monthly; ensured data

was correct.• Setup, created and managed Electronic Card Catalog for

Copley Health Science Library.• Responsible for the close and audit of all NEG Federal

Disaster Grant participant files for the Vermont Department of Labor for final Federal Audit.

Personal Care Skills• Have experience as a Personal Care

Attendant providing assistance with daily care including meal preparation, companionship, cleaning, transportation to doctors appointments, spending time caring for individuals whom were hospitalized.

WORK HISTORY

• Vermont Department of Labor Burlington, VT

• Career Development Facilitator – Reach Up Case Manager

• March 10, 2014 to Present

• Vermont Department of Labor Montpelier, VT

• Administrative Assistant (Temporary position)

• November 2013 to December 2013

• Stowe Inn and Tavern Stowe, VT• Interim General Manager• April 2013 to July 2013

• Sunset Motor Inn Morrisville, VT• Housekeeper• May 2012 to April 2013

• Second Cong. Church Hyde Park, VT• Church Secretary• August 2009 to January 2011

• Copley Hospital Morrisville, VT• Assistant Librarian• February 2010 to August 2010

EDUCATION

• Community College of Vermont Morrisville, VT• General Education and Associates in Human

Services• Present

• Community College of Vermont Morrisville, VT• Career Readiness Certificate• 2009

• Adult Basic Education Morrisville, VT• GED• 1987

ELEVATOR PITCH

• Hello, I am Peggy Patch, Career Development Facilitator – Reach Up Case Manager with Vermont Department of Labor. Have you heard about the exciting news that unemployment is now at 3.7% in Vermont! This is compared to the national rate of 6.7%. We are working hard with companies to keep them in Vermont and to help our citizens that are unemployed to find re-employment. It is our goal to work with our clients to reach their employment potential and find sustainable jobs. We acknowledge their strengths while helping them find ways to overcome barriers to employment.

CHALLENGING INTERVIEW QUESTIONS

• I believe that my greatest weakness is acknowledging that I can ask for help, and that I do not have to try to be super human. This is a weakness I realize I have in both my professional and my personal life, I tested as judging on the personality test we took, and it fits me to a tee. Not only do I have to try to have everything scheduled and in order at all times, I also feel that it is my responsibility to make sure that happens and have to force myself to ask for assistance in making sure that happens.I think that acknowledging our weaknesses is a great asset to us and that is why I choose to answer this question.

CAREER EXPLORATION

State of Vermont Department of Labor Career Development Facilitator III

• Location: Burlington, VT • Full/Part Time: Full-Time • Regular/Temporary: Classified • Hourly Rate: 18.80 • Pay Grade: 21

General Job Description Assist clients with barriers to

employment to obtain and maintain employment on a long-term basis by assisting other Career Resource Center (CRC) staff in performing case management services in a district office setting.

Examples of Work• Determine appropriate referral

services for clients by assessing barriers to employment such as, but not limited to, substance abuse, poor education, limited interests, low aptitudes, physical/mental/learning disability through a broad range of assessment techniques including testing and in-depth interviewing.

• Create employability development plans for clients by analyzing and integrating information obtained from in-depth interviews, appropriate assessments and labor market information. Monitor and revise such plans based on each client's progress at obtaining employment.

• Facilitate clients' achievement of plans by arranging for services, coaching and/or connecting clients with partner agencies. Develop jobs for clients by negotiating job opportunities for them with employers. Support clients in maintaining employment by monitoring progress on the job.

• Identify and address specific training needs of each client. Advise clients on specific training opportunities, determine eligibility for training programs, develop program-training sites, develop special work or training placement opportunities, and/or provide job search skills and employability training individually or in groups.

• Provide specific job search services such as resume preparation, interviewing skills and/or networking support. Document and maintain case management records. Perform related duties as required.

Environmental Factors

• Duties are performed in a standard office setting. Incumbents may encounter stressful situations with clients requiring tact and diplomacy. Travel to other district offices may also be required for which private means of transportation must be available.

MINIMUM QUALIFICATIONSKnowledge, Skills and Abilities

• Working knowledge of interviewing principles and practices.

Working knowledge of local area economic and employment conditions.

Awareness of Departmental work and training programs.

Ability to establish and maintain effective working relationships.

Ability to obtain pertinent information from applicants regarding education, training, and vocational goals.

Ability to work independently.

Ability to communicate effectively, both orally and in writing.

Education and Experience• Education: Associate's degree.

Experience: Two years of experience in a field such as, but not limited to: client service, employment services, human resources, or human services.

Education: High school graduation or equivalent.Experience: Four years experience in a field such as, but not limited to: client service, employment services, human resources, or human services.

CAREER DEVEOPMENT FACILITATOR IIIJOB SHADOW

• Day one Monday AM consisted of shadowing current Reach Up case manager as she met with clients. We had back to back appointments.

• After lunch we reviewed the cases we had in the morning and went over how to enter case notes onto the AHS shared drive.

• Late afternoon I started reading Reach Up Case Manager (RUCM) policy book.

• Day two Tuesday AM, I picked up where I had left off on the policy book. At 8:30 we went to our weekly Employment team meeting. Then we met with more clients in the morning.

• After lunch we reviewed the cases we had met with and started discussions on Good Cause, Conciliation, and Sanctions.

• Late afternoon was more reading of the policy book.

• Day three Wednesday AM, Was given a Reach Up training binder to review, then observed weekly job search orientation from 9 to noon.

• After Lunch we reviewed the various tracking sheets used to track success rates and computer programs we would use to enter client information. Met with clients in the afternoon

• Late afternoon I reviewed more of the policy book.

• Day four Thursday AM, met with clients and entered case notes all morning.

• After Lunch we went to a bi-monthly Creative Workforce Solution’s (CWS) meeting until 3:30.

• Reviewed RUCM training binder for the last hour of the day.

• Day five Friday AM, today is dress down day. We do not open until 9:45 to the public, this is when the office will have staff meetings or get caught up on paperwork from the week. We were busy entering case notes and mailing out appointment letters.

• After lunch we met with a few clients and then reviewed the cases we had met with throughout the week and went over any questions we might have.

INFORMATIONAL INTERVIEW, UNEMPLOYMET TAX AUDITOR I

• On February 26, 2014, I met with Bruce Mayo the Lamoille County UC Auditor as I was looking at the prospect of a job as “Unemployment Compensation Tax Auditor I” with the Vermont Department of Labor in Burlington.

• Bruce an I met in his office for about half an hour, it seemed I had asked the right question because he had been doing this for more than twenty-nine years. Of that time he had been the chief of the department for three, but said, “I like it better out in the field, not dealing with the policy end of the job”

• Bruce was very open and honest with me about what Auditors do, and he let me know that sometimes it is not an easy job. You need to be diligent and organized, be prepared to knock on the doors of local businesses when they have not filed their quarterly Unemployment Tax returns, and to be prepared for the business owner to be very unhappy when you do show up. He told me “I’m not like I used to be when I was younger, I don’t get in their face anymore” as he laughed.

• This general job description on the States website for this position:

• “Auditing and verification of payroll and general ledger records, investigation of claims, conducting wage and hour investigations and public contact of workers, as well as, the general public for the Department of Labor concerning tax liability and enforcement provisions of wage and hour and Unemployment Compensation law. Duties also include specialized understanding of business models and proficient computer and accounting skills. Work is performed under the supervision of the Unemployment Compensation Tax Audit and Wage and Hour Chief.”

• Bruce was able to give me more insight into this job description; you receive fifteen random audits to complete on payroll taxes on a monthly basis. This is just a random audit of peoples payroll to make sure that all job classifications are correct, and that all employees on the payroll are being reported on the business’ quarterly tax returns.

• If someone has not had taxes withheld, when they try to file for unemployment the case will be sent to the auditor in that district, and they will investigate if in fact they were a contractor or an employee of the business. If it is found that they were an employee, you assess taxes, fines, and penalties. If they do not cooperate after you have tried everything in your power, you begin a legal process and have them served by a sheriff as a final measure. Bruce tries to avoid this more than he used to, but he did say it sometimes comes down to this.

• I asked about what type of training this entailed, Bruce said that you would go over audits, job shadow another auditor, and go over appeals that have been both lost and won before you went out on your own. He said that all of the auditors work very close with one another, and that they have a open door policy if any of them should need assistance. The same was said for the current Chief, Ernest Laird.

• I asked if Bruce used his own vehicle, and he said he did, that they keep track of mileage and then are reimbursed at the current state reimbursement rate. He says that once you are trained you are pretty much left alone as long as you are doing your job and you do not need assistance. Bruce says, “It’s a pretty good gig.”

• The pay rate for a level I Auditor with the state of Vermont Department of Labor is $18.80 per hour. It is a full time position the minimum qualifications are:

• A Bachelors degree in accounting, public or business administration AND one (1) year or more of professional level auditing or accounting experience OR two (2) years or more in Unemployment Compensation.

• OR• Associates degree in accounting, public or business

administration AND three (3) years or more of professional level auditing or accounting experience OR four (4) years or more in Unemployment Compensation.

• OR• High School diploma or equivalent AND five (5) years or

more of professional level accounting or auditing experience OR six (6) years or more in Unemployment Compensation.

ELIGIBILITY INTERVIEWERS, GOVERNMENT PROGRAMS: VERMONT

• Occupation Description • Determine eligibility of persons applying to

receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing.

State and National Trends

United States

EmploymentPercent Change

ProjectedAnnual Job Openings

12012 2022

Eligibility Interviewers, Government Programs

138,100 152,000 +10% 4,160

Vermont

EmploymentPercent Change

ProjectedAnnual Job Openings

12010 2020

Eligibility Interviewers, Government Programs

140 130 -7% 0

State and National Trends

Education and Training• Typical education needed for entry: High

school diploma or equivalentTypical work experience needed for a job in this occupation: NoneTypical on-the-job training once you have a job in this occupation: Moderate-term on-the-job trainingRelated Instructional Programs: Community Organization and Advocacy

Professional Disclosure Statement

• I, Peggy Patch, am a Career Development Facilitator for the Department of Labor. I provide Case Management for Reach Up services. You have been referred by Economic Services Division for the purpose of Job Development.

• Reach Up is a Federally Mandated program. The hours your are assigned to do Job Search or Community Service Placement are Mandatory. If you do not adhere to these Mandatory work hours you may be conciliated or sanctioned. You have the right to request a fair hearing at any time.

REFLECTION• Question #1• Before this class I had some knowledge

of the Human Service Agencies I have used in the past.

• This class has opened my eyes to other agencies that we may not think of as Human Services. I have also gained a deeper knowledge of the others.

• Question #3• The class has not changed my mind

about the direction I want to go in the Human Services Field, However it has given me a greater understanding of the political side of things.

• Question #4• As I have recently started my career in

Human Services I now see a connection in my daily work with almost every reading we have had over this semester.

Mock Interview

Citation

• http://humanresources.vermont.gov/

• Bruce Mayo, UC Auditor Interview

• www.onetonline.com