This document contains information about Peggy Patch including her resume, work history, education, and skills. Some key points: - Peggy has over 20 years of experience in human services, administration, and customer service roles. She currently works as a Career Development Facilitator for the Vermont Department of Labor. - Her resume highlights include strong communication, computer, and leadership skills. She has managed staff and operations at various organizations. - Peggy's work history includes roles as a case manager, library assistant, church secretary, and general manager of an inn. - She is currently pursuing an Associate's degree in Human Services from Community College of Vermont. - Peggy has a valid driver

1. INTRODUCTION TO HUMAN
SERVICES
Peggy Elizabeth Patch
Hyde Park, VT 05655
ppatch1971@gmail.com

2. RESUME

3. 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.

4. 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.

5. 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.

6. 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.

7. Personal Care Skills
• Have experience as a Personal Care
Attendant providing assistance with daily
care including meal
preparation, companionship, cleaning, tr
ansportation to doctors
appointments, spending time caring for
individuals whom were hospitalized.

8. WORK HISTORY
• Vermont Department of Labor Burlington, VT
• Career Development Facilitator – Reach Up
Case Manager
• March 10, 2014 to Present

9. • Vermont Department of Labor Montpelier, VT
• Administrative Assistant (Temporary
position)
• November 2013 to December 2013

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

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

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

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

14. EDUCATION
• Community College of Vermont Morrisville, VT
• General Education and Associates in Human
Services
• Present

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

16. • Adult Basic Education Morrisville, VT
• GED
• 1987

17. ELEVATOR PITCH

18. • 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.

19. CHALLENGING INTERVIEW
QUESTIONS

20. • 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.

21. CAREER EXPLORATION

22. 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

23. 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.

24. 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.

25. • 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.

26. • 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.

27. • 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.

28. • 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.

29. 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.

30. MINIMUM QUALIFICATIONS
Knowledge, 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.

31. 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.

32. CAREER DEVEOPMENT FACILITATOR III
JOB 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.

33. • 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.

34. • 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.

35. • 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.

36. • 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.

37. 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.

38. • 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”

39. • 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.

40. • 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.”

41. • 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.

42. • 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.

43. • 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.

44. • 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.”

45. • 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.

46. 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.

48. State and National
Trends
United States
Employment
Percent
Change
Projected
Annual Job
Openings 12012 2022
Eligibility
Interviewers,
Government
Programs
138,100 152,000 +10% 4,160
Vermont
Employment
Percent
Change
Projected
Annual Job
Openings 12010 2020
Eligibility
Interviewers,
Government
Programs
140 130 -7% 0
State and National Trends

49. Education and Training
• Typical education needed for entry: High
school diploma or equivalent
Typical work experience needed for a job in
this occupation: None
Typical on-the-job training once you have a
job in this occupation: Moderate-term on-the-
job training
Related Instructional Programs: Community
Organization and Advocacy

50. 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.

51. • 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.

52. 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.

53. • 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.

54. • 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.

55. Mock Interview

56. Citation
• http://humanresources.vermont.gov/
• Bruce Mayo, UC Auditor Interview
• www.onetonline.com