Frances Miller
Tucson
Summary
Program Supervisor and Human Services Leader with 15+ years overseeing vocational rehabilitation, developmental disability case management, and multi-program employment services across DES VR, DDD, and community providers. Combines strong VR/WIOA policy knowledge with high-level team leadership, operational oversight, workflow design, and staff development. Known for stabilizing teams, improving documentation quality, strengthening service consistency, and facilitating clear communication across complex systems. Skilled at building cross-agency partnerships, guiding high-pressure cases with emotional intelligence, and leading programs through change, growth, and policy transitions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Vocational Rehabilitation Program Supervisor
Arizona Department of Economic Security - Vocational Rehabilitation
Tucson
03.2025 - Current
- Supervise VR Counselors delivering eligibility, IPE development, case management, and employment services across diverse disability profiles.
- Provide policy interpretation, technical guidance, and structured coaching to strengthen staff competency and consistency.
- Conduct documentation and case file reviews for accuracy, compliance, and adherence to VR timelines (60-day eligibility, 90-day IPE).
- Authorize expenditures and ensure service requests align with procurement rules, policy, and program expectations.
- Lead team meetings, unit coordination, and cross-system communication with schools, behavioral health providers, DDD, and employment vendors.
- Support team culture through clear expectations, grounded communication, emotional steadiness, and a supportive leadership style.
- Participate in district initiatives, workflow improvements, statewide trainings, and quality-focused projects.
Case Manager Unit Supervisor
Arizona Department of Economic Security - Division of Developmental Disabilities
Tucson
06.2021 - 02.2025
- Supervised Case Managers responsible for PCSP development, assessments, service monitoring, and compliance with AHCCCS/DDD standards.
- Conducted quality checks, ensured accurate documentation, and monitored caseload timelines and service implementation.
- Provided coaching on complex situations involving behavioral health, crisis response, school collaboration, and medical needs.
- Strengthened internal communication and reduced team conflict through clarity, consistent expectations, and grounded leadership.
- Coordinated with schools, behavioral health teams, medical providers, and contracted vendors to ensure integrated service delivery.
- Contributed to district workflow redesign, onboarding improvements, and policy transition efforts.
Transition Employment Services Manager
Beacon Group
Tucson
02.2019 - 02.2021
- Directed five transition and employment programs, supervising 20+ staff and supporting over 65 clients.
- Implemented operational procedures aligned with DDD, RSA, and CARF requirements to ensure documentation accuracy and service consistency.
- Managed budgets, staffing, productivity metrics, grant reporting, and daily operations.
- Strengthened provider-agency partnerships with schools, VR Counselors, employers, and referral agencies through clear, relationship-driven communication.
- Led CE grant activities in partnership with the Arizona Developmental Disabilities Planning Council (ADDPC), including reporting and staff training.
- Provided supportive supervision that emphasized confidence-building, expectations, and professional growth.
Transition Employment Services Coordinator
Beacon Group
Tucson
02.2017 - 02.2019
- Coordinated transition programming, documentation processes, and service quality across multiple sites.
- Served as a reliable communication bridge between schools, families, VR, and internal teams.
- Assisted with hiring, onboarding, training, and continuous improvement initiatives.
- Addressed service issues and complaints with calm, solution-focused professionalism.
Program Manager
Beacon Group
Tucson
12.2014 - 02.2017
- Oversaw vocational programs and a caseload of 60+ individuals receiving employment supports.
- Trained staff on documentation, employment support strategies, and communication skills.
- Managed internal ISPs, BTP coordination, and multidisciplinary planning.
- Produced quarterly reports and maintained agency/funder communication.
Direct Care Support Staff / Job Coach
Achieve Builds Confidence, Inc.
Tucson
10.2013 - 10.2014
- Delivered community-based employment and independent living supports.
- Facilitated social and vocational skill development with patience and structure.
- Documented services, progress, and behavior plans with accuracy.
Education
Master of Arts - Rehabilitation Counseling
University of Arizona
Bachelor of Fine Arts - Painting/Drawing
Mississippi State University
Skills
- Program & Operational Leadership
- Multi-program oversight
- Policy implementation
- Compliance strategy
- Cross-system alignment
- Staff Development & Team Culture
- Training and Development, Coaching, Onboarding, Skill-building
- De-escalation, Conflict navigation
- VR, DDD & Workforce Systems
- Procurement standards
- Employment services
- Transition programs
- Vendor relations
- Quality, Training & Documentation
- Documentation review
- QA processes
- Process improvement
- Data tracking
- Technical & Systems Skills
- SharePoint, Microsoft Office, Google Suite
Certification
- Employee of the Year, 2017
- Certified Rehabilitation Counselor, CRC #00117366
- Customized Employment Specialist
Skills
Multi-program oversight, Workflow design, Policy implementation, Budget review, Resource allocation, Compliance strategy, Cross-system alignment, Coaching, Performance evaluation, Onboarding, Skill-building, Trauma-informed supervision, De-escalation, Conflict navigation, Eligibility, IPE timelines (60-/90-day), RSA/WIOA, PCSP oversight, Service authorization, Procurement standards, Employment services, Transition programs, Vendor relations, Documentation review, QA processes, Training development, Curriculum design, Process improvement, Data tracking, Various ECF Programs, SharePoint, Microsoft Office, Google Suite, Data tracking systems
Timeline
Vocational Rehabilitation Program Supervisor
Arizona Department of Economic Security - Vocational Rehabilitation
03.2025 - Current
Case Manager Unit Supervisor
Arizona Department of Economic Security - Division of Developmental Disabilities
06.2021 - 02.2025
Transition Employment Services Manager
Beacon Group
02.2019 - 02.2021
Transition Employment Services Coordinator
Beacon Group
02.2017 - 02.2019
Program Manager
Beacon Group
12.2014 - 02.2017
Direct Care Support Staff / Job Coach
Achieve Builds Confidence, Inc.
10.2013 - 10.2014
Master of Arts - Rehabilitation Counseling
University of Arizona
Bachelor of Fine Arts - Painting/Drawing
Mississippi State University