Rachael Herbert-Nalevanko

Built customer-facing SMS support workflows and created SOPs, onboarding documentation, and internal knowledge resources to standardize service delivery. Managed cross-platform workflows and partnered on full-cycle hiring.

Lead and coach a team of member services specialists supporting families through Medicaid, SNAP, and LIHEAP applications. Monitor support queues and operational metrics, provide escalation support, and coordinate cross-functional issues.

Lead planning and operations for a regional festival attracting 6,000–8,000 attendees annually. Manage 50–100 vendors, including contracts, licensing verification, insurance documentation, and payments, and coordinate volunteer teams.

Launched and operationalized outreach and support workflows for a new market, building processes from scratch and establishing local partnerships. Supervised a growing team of outreach specialists and developed onboarding documentation.

Provided direct, one-on-one support to families applying for Medicaid, SNAP, and LIHEAP, guiding them through complex eligibility and documentation requirements. Delivered community education sessions explaining program rules clearly.

Managed ongoing service relationships with a caseload of up to 40 veterans, coordinating housing and support services across multi-agency systems. Delivered long-term client support and facilitated life skills training.

Master of Arts in Conflict Resolution from California University of Pennsylvania.

Bachelor of Arts in Criminology from Indiana University of Pennsylvania.

Master of Arts in Criminology from Indiana University of Pennsylvania.