Africa Speight

• Manage a caseload of nine families across scattered sites in DC, providing holistic support for both parents and children (2GEN approach).
• Conduct home visits to assess barriers related to housing, medical care, workforce development, education, and childcare.
• Collaborate with schools, healthcare providers, and community organizations to support children’s academic and social-emotional growth.
• Conduct comprehensive psychosocial, strengths, and needs assessments to develop individualized service plans aligned with program goals.
• Provide supportive counseling, crisis intervention, and advocacy using trauma-informed, client-centered approaches.
• Facilitate life-skills development, workforce readiness activities, and group programming to promote client independence.
• Maintain accurate and timely documentation of case activities, progress, and outcomes.
• Partner with internal teams and external providers to coordinate care across multiple systems.
• Conducted comprehensive assessments to identify client needs and resources.
• Coordinated services with community organizations for client support.
• Developed individualized service plans for diverse client populations.
• Facilitated support groups to enhance client engagement and empowerment.
• Monitored client progress and adjusted plans as necessary.
• Documented case notes thoroughly in compliance with organizational policies.
• Collaborated with multidisciplinary teams to ensure holistic care for clients.
• Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.

• Compliance, Quality Control & Audit Specialist — DHS TANF Programs | September
  2025 – January 2026
  
  • Conducted monthly internal audits and random case checks to ensure adherence
  to DHS SPM/SPO standards and TANF documentation requirements.
  • Reviewed, corrected, and resubmitted DHS denials within strict deadlines to
  maintain program funding.
  • Conducted in-depth quality control reviews of case notes, IRPs, verification
  documents, attendance records, and participation tracking.
  • Reconciled customer timesheets against DC Web Portal submissions, identifying
  discrepancies and ensuring accurate reporting of participation hours.
  • Participated in corrective action planning and implemented systemic
  improvements based on audit findings.
  • Collaborated with Strategic Operations Coordinators to analyze audit trends,
  identify compliance gaps, and recommend procedural changes.
  • Participated in weekly compliance and operational meetings to discuss audit
  outcomes, corrective actions, and process improvements.
  • Maintained audit-ready files and documentation for DHS monitoring visits and
  compliance reviews.
  • Provided training and guidance to staff to maintain documentation accuracy and
  program compliance.
  • Assisted in policy and procedural review to ensure alignment with DHS regulations
  and funder requirements.

Case Manager, Workforce Development — DC Department of Human Services (TANF
Program) | July 2025 – January 2026
• Served ~65 DHS-referred customers, addressing workforce development needs
and personal/systemic barriers.
• Conducted comprehensive intake sessions following DHS and Grant Associates
procedures to identify client barriers, strengths, and goals.
• Developed, implemented, and monitored Individual Responsibility Plans (IRPs),
including education, training, and employment goals, integrating strategies to address
barriers before workforce engagement.
• Conducted home visits to assess family circumstances, engagement, and
progress, ensuring support for parents and children.
• Educated customers on TANF participation requirements, program sanctions, and
potential impacts on benefits, guiding compliance while advocating for client needs.
• Coordinated access to educational programs, including fundamental classes,
UDC, Academy of Hope, CC Prep, and Ingenuity, collaborating with enrollment
navigators.
• Provided ongoing outreach, coaching, and engagement for non-compliant or
disengaged participants to overcome barriers and meet program goals.
• Facilitated customer workshops on résumé writing, interview preparation,
workplace readiness, and long-term employment planning using a self-developed
Workforce Development Resource Book.
• Advocated for clients by connecting them with community resources, social
services, and supportive programs.
• Maintained detailed case documentation in Salesforce for compliance, audit
readiness, and reporting accuracy.

• Unity Health Care, Inc. — Washington, DC
  Lead Access Control Specialist – Frontline Operations Coordinator | September 2022 –
  July 2025
  • Ensured facility safety, secure patient flow, and positive patient experiences in a
  high-volume healthcare environment.
  • Managed opening/closing procedures and safeguarded patients, staff, and assets.
  • Responded to and de-escalated behavioral incidents using CPI-certified crisis
  intervention techniques.
  
  • Advocated for patients by coordinating with healthcare providers, pharmacy, and
  leadership regarding urgent medical and psychosocial needs.
  • Served as frontline liaison between patients and senior leadership, providing
  situational updates, recommendations, and operational insights.
  • Maintained detailed incident reports and participated in after-action reviews to
  improve protocols, training, and patient safety.
  • Developed and delivered custom PowerPoint training materials for staff, including
  emergency “need-to-know” content for frontline operations.
  • Created engaging training materials, visual aids, and simulations to standardize
  emergency and safety practices across the organization.
  • Led staff onboarding, training, and mentorship in access control procedures,
  emergency response, and de-escalation techniques.
  • Acted as a proactive problem-solver, addressing operational gaps and advocating
  for process improvements to enhance efficiency and patient care.
  • Collaborated with leadership, HR, and clinical teams to implement safety protocols
  and optimize workflows.
  • Served as the frontline operational “glue,” stepping beyond standard
  responsibilities to support staff, patients, and organizational objectives.
  • Provided ongoing coaching and mentorship to junior staff, modeling
  professionalism, accountability, and effective conflict resolution.

• Maintained high customer satisfaction through first-call resolution and effective problem-solving.
• Documented customer correspondence, tracked requests, and ensured timely resolution of issues.
• Created monthly reports summarizing service activities, including call volume, resolutions, and recommendations for process improvement.
• Assisted customers navigating website features, product information, and services to support decision-making and retention.
• Developed and executed marketing strategies and outreach initiatives to promote store programs, events, and customer engagement.
• Coordinated with internal teams to implement solutions for complex customer concerns.
• De-escalated customer issues using conflict resolution, active listening, and problem-solving skills.
• Ensured compliance with company policies, privacy laws, and data protection regulations.
• Presented service/product information to existing and prospective customers to aid in sales and retention.
• Supported administrative functions, including account management, scheduling follow-ups, and reporting.