Jennifer L. Messersmith
Kingston
Summary
Strategic, people-centered leader with 20+ years of experience in government, regulatory oversight, service delivery, and multi-site program management. Brings expertise in policy interpretation, investigations, compliance, and high-volume public service environments. Known for calm, solution-focused leadership, building strong teams and programs, and improving service quality. Proven ability to navigate complex situation, mentor staff, and strengthen community-facing programs. Adapts to changing needs and consistently delivers results. Skilled in conflict resolution, data entry and analysis, and time management, with proactive approach to meeting organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Technician
Social Security Administration
01.2019 - Current
- Serve 200+ callers weekly, addressing complex inquiries and eligibility issues.
- Interpret and apply federal regulations and emergency policy updates to achieve first call resolution.
- Handle sensitive and urgent cases related to fraud, identity theft, threats, and payment discrepencies.
- Coordinate with components across SSA for excellent service delivery.
- Mentor and support new hires and co-workers through training, shadowing, policy intrepretation, software navigation, and real-time feedback.
- Recognized with multiple service and leadership awards.
Incident Management Specialist / Certified Investigator
The Advocacy Alliance
01.2010 - 01.2019
- - Conducted 50–100+ investigations annually across the state.
- - Led interviews, evidence collection, analysis, reporting, and corrective action planning.
- - Collaborated with law enforcement, medical staff, and government agencies.
- - Delivered training and supported crisis management and 24/7 on-call response.
Director of Dually Diagnosed Programs / Assistant Service Director
Step By Step, Inc.
01.2004 - 01.2009
- - Supervised 25–40 employees and multiple supervisors across 2–5 program sites.
- - Maintained 100% compliance in all annual state licensing inspections.
- - Oversaw budgeting, staffing, training, behavior plans, and property safety.
Education
Bachelor of Science - Business, Communications
Syracuse University
SyracuseNo Degree - Organization Culture And Change
University of Maryland Global Campus
Hyattsville, MDSkills
- Public Service & Community Engagement
- Operations & Program Management
- Staff Leadership & Development
- Policy Interpretation & Compliance
- Investigations & Critical Incident Response
- Cross-agency collaboration
- Quality Assurance & Data Analysis
- Excellent Written & Verbal Communication
- Crisis Resolution & Problem-Solving
Certification
- Extensive federal training in fraud prevention, ethics, crisis response, diversity, leadership, and policy compliance.
- Former PA Certified Investigator, Medication Administration Trainer, Behavior Management Instructor, CPR/First Aid Instructor.
Timeline
Customer Service Technician
Social Security Administration
01.2019 - Current
Incident Management Specialist / Certified Investigator
The Advocacy Alliance
01.2010 - 01.2019
Director of Dually Diagnosed Programs / Assistant Service Director
Step By Step, Inc.
01.2004 - 01.2009
Bachelor of Science - Business, Communications
Syracuse University
No Degree - Organization Culture And Change
University of Maryland Global Campus
AWARDS
Multiple SSA Seeker Awards, Illuminator Award, ROC Performance Awards, Multiple 100%-Compliance Licensing Awards and Outstanding Contribution and Dedication Awards
COMMUNITY INVOLVEMENT
Vice Chair -Women's Affairs Advisory Council, Restored Church Ministry Assistant, Volunteer roles in multiple community organizations.