Catherine Whitley
Tallapoosa,GA
Summary
Accomplished and dedicated human services professional with over 20 years of progressive experience in program administration, policy implementation, and team leadership within the Georgia Department of Family and Children Services. Proven success in managing Medicaid, TANF and SNAP operations, developing and monitoring quality improvement plans, mentoring staff, and fostering community partnerships to improve service delivery and outcomes for families.
Overview
22
22
years of professional experience
Work History
TANF Field Program Specialist
Georgia Department of Family and Children Services
07.2023 - Current
- Contribute to the State’s goals and mission for TANF administration through analysis, reporting, and quality control initiatives.
- Subject matter expert
- Track quality assurance trends and monitor corrective action and improvement plans.
- Conduct case accuracy reviews, interpret program data, and identify areas for improvement.
- Serve on State and District committees and task forces to advance program goals.
Program Administrator, District 1
Georgia Department of Family and Children Services
08.2014 - 07.2023
- Oversee TANF, SNAP, and Family Medicaid operations for a district of 18 counties; ensuring optimal performance, high productivity and achievement of timeliness, customer service and timeliness goals.
- Ensure compliance with State and Federal guidelines.
- Ensure compliance with HIPAA and other regulatory guidelines.
- Ensure the processes guiding processing Medicaid, Food Stamp and TANF applications are well-defined, consistent and efficient.
- Delivered staff training and live learning sessions on program policy and procedures.
- Managed HR functions including onboarding, performance reviews, and disciplinary actions.
- Mentored new administrators and coached supervisors to improve team performance.
- Monitored and tracked team performance metrics to ensure all standards are being met
- Maintain and enforce quality and timeliness standards.
- Identified opportunities for improvement and implement training or corrective actions where needed.
- Developed and monitored Quality Improvement Plans and corrective actions.
- Served on numerous work groups and committees at County, Regional and State levels, including development, testing and implementation of the Georgia Gateway system.
- Managed contracts with service providers, ensuring compliance and deliverables.
- Provided exceptional customer service to both internal and external customers, ensuring that sensitive situations are handled with empathy, urgency and professionalism.
- Organized resource fairs and represented DFCS on community boards and agency meetings.
TANF Supervisor, Region 3
Georgia Department of Family and Children Services
05.2012 - 08.2014
- Supervised TANF operations across seven counties, ensuring compliance and program accuracy.
- Tracked work participation, child support sanctions, and mandatory staffing schedules.
- Participated in regional CQI and implementation of Georgia One and BOP initiatives.
- Provided policy guidance
- Provided exceptional customer service to both internal and external customers, ensuring that sensitive situations are handled with empathy, urgency and professionalism.
FICM II
Douglas County DFCS
10.2003 - 05.2012
- FICM II (2007–2012): Managed Employment Services caseloads, while processing Food Stamp, Medicaid, and TANF applications and renewals, maintained federal work participation standards, maintained 95% standard of promptness and supported community resource events.
- E&T FICM I (2005–2007): Oversaw Employment and Training caseloads, trained new staff, and provided regional coverage.
- Office Assistant/Economic Support Screener (2003–2005): Supported front desk and case registration functions, timekeeping, and case transfers.
Education
Diploma -
RS Alexander Comprehensive High School
Douglasville07.1996
Skills
- Program Management & Policy Implementation
- Quality Improvement
- Customer Service Excellence
- Staff Training, Supervision & Mentorship
- Performance Management & Corrective Action
- Data Analysis & Reporting
- Community Partnership Development
- Human Resources & Personnel Management
- Strategic Planning & Program Evaluation
- Quality assurance
- Case management
Timeline
TANF Field Program Specialist
Georgia Department of Family and Children Services
07.2023 - Current
Program Administrator, District 1
Georgia Department of Family and Children Services
08.2014 - 07.2023
TANF Supervisor, Region 3
Georgia Department of Family and Children Services
05.2012 - 08.2014
FICM II
Douglas County DFCS
10.2003 - 05.2012
Diploma -
RS Alexander Comprehensive High School