Alicia Gregory
Richmond
Summary
Human services professional with over a decade of experience in eligibility program management and staff supervision. Proven track record in ensuring compliance with federal and state regulations while improving service delivery through data analysis and structured quality assurance.
Overview
11
11
years of professional experience
Work History
Benefit Program Specialist – Lead Worker
Richmond Department of Social Services
Richmond
2024.09 - 2025.06
- Supervised team of Benefit Programs Specialists and Customer Service Agents, ensuring accurate and timely eligibility determinations.
- Liaised between frontline staff and leadership to communicate team needs and implement procedural improvements.
- Provide technical guidance on policy updates and case handling procedures.
- Determined eligibility for government assistance programs: F&C and ABD Medicaid, SNAP and TANF.
- Review case files for accuracy, ensuring compliance with local, state, and federal regulations.
- Conducted individual and group conferences to review cases and resolve performance issues.
- Support hiring, training, and corrective actions in collaboration with management.
Human Services Specialist
Henrico County Social Services
Henrico
2017.01 - 2024.09
- Conducted client interviews and reassessments, ensuring adherence to policy standards and eligibility timelines.
- Determined eligibility for government assistance programs: F&C and ABD Medicaid, SNAP and TANF.
- Managed eligibility determination for public assistance programs, ensuring accurate service delivery through thorough record maintenance.
- Trained and mentored new staff on program regulations and documentation standards, enhancing team knowledge and compliance.
- Facilitated interdepartmental coordination by liaising with caseworkers, supervisors, and external partners to streamline communication.
Benefit Program Specialist
Spotsylvania County Social Services
Spotsylvania
2015.09 - 2018.01
- Provided in-depth eligibility assessments, re-evaluated ongoing cases, and interpreted policy changes to determine client eligibility.
- Managed records through automated systems for benefit adjustments and fraud prevention, ensuring compliance.
- Drafted case narratives, reports, and recommendations for supervisory review, enhancing decision-making processes.
- Served as internal resource for case clarification and troubleshooting, assisting coworkers with complex scenarios.
Human Services Coordinator
Caroline County Social Services
Caroline
2014.08 - 2015.09
- Prepared case files, managed correspondence, and generated internal reports to ensure accurate communication.
- Tracked performance data, facilitated training logistics, and organized team meetings to enhance internal communications.
- Coordinated clerical tasks, staff schedules, and client documentation to streamline supervisor support.
Skills
- Policy support
- Regulatory Compliance (State/Federal)
- Case Management & Quality Review
- Workflow & Caseload Assignment
- Performance Monitoring
- Data Analysis
- Program reporting
- Team Training & Onboarding
- Team Leadership
- Conflict resolution
Affiliations
Virginia BPRO Member (Benefit Programs Organization)
Key Qualifications
- Staff Supervision & Coaching
- Policy Interpretation & Technical Support
- Case Management & Quality Review
- Performance Evaluation & Corrective Action
- Team Training & Onboarding
- Workflow & Caseload Assignment
- Regulatory Compliance (State/Federal)
- Conflict Resolution & Escalation Handling
- Program Reporting & Recordkeeping
Timeline
Benefit Program Specialist – Lead Worker
Richmond Department of Social Services
2024.09 - 2025.06
Human Services Specialist
Henrico County Social Services
2017.01 - 2024.09
Benefit Program Specialist
Spotsylvania County Social Services
2015.09 - 2018.01
Human Services Coordinator
Caroline County Social Services
2014.08 - 2015.09