Susana Mustafa, M.A.
Proposed RDC Information Services Manager (Key Personnel)
PROFESSIONAL QUALIFICATIONS
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More than 15 years’ experience as a public health educator, providing health information and referral for diverse
consumers and health professionals, and supporting health campaigns and outreach
Fluent in Spanish and English
Manages staff of information specialists for Federal health communications and information dissemination projects,
including the Health Resources and Services Administration (HRSA) Information Center (IC)
Trains and monitors performance of newly hired information specialists; ensures that information specialists comply
with newly issued or ongoing client training and clearance requirements
More than 6 years’ experience as a health practitioner
Develops and maintains response library and Live Help protocols and procedures to ensure consistent dissemination of
accurate, up-to-date information and resources
Served as lead contact for HRSA program staff regarding inquiries and materials inventory for the National Health
Service Corps, Organ and Tissue Donation and Transplantation, Stop Bullying Now! Campaign, and Vaccine Injury
Compensation Program
Provided support to HRSA IC website visitors via Live Chat Online, using a Circle-created and client-approved library
of responses.
Researched topics and sources of health information for 12 HRSA programs and offices
Completed Spanish translation certificate program and plain language training
Recognized by client for proactive approach and detailed planning in preparation and successful execution of
transferring a large quantity of inventory to Circle’s distribution center
Served as a key member of the development team charged with identifying requirements and field testing Circle’s new
content management and inventory control system
EDUCATION
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M.A., Public Health, La Libertad National University, 2000
B.S., Obstetrics, Antenor Orrego University, 1995
EXPERIENCE
Circle Solutions, Inc., 2005–Present
Senior Information Specialist, 2010-Present
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Processed special requests for materials from program staff; provided daily, weekly, and monthly reports as requested;
and monitored materials inventory levels to avoid shortages, including advising HRSA IC staff of upcoming program
initiatives that could result in an increase in request volume
Participates in project quality assurance activities.
Prepares project reports.
Contributed through monitoring staff and performing quality assurance to a work group developing quality assurance
methods and standards for all company call and resource centers.
Developed effective guidelines and forms for call monitoring that were adopted company-wide.
Handles crisis requests from members of the public appropriately, rapidly, and with patience and empathy.
Supported development of HRSA publication abstracts, in both English and Spanish, by thoroughly reading and
summarizing publications using HRSA-approved guidelines and style requirements and by reviewing and editing
abstracts written by other information specialists for spelling, grammar, accuracy, and style.
Assists in the content maintenance and development of the project’s database, develops protocols, and updates manuals,
policies and procedures.
Develops strategies for the promotion of useful materials and publications.
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Serves as liaison to Circle’s Distribution Center for daily shipping, inventory management, and handling special and
expedited requests.
Bilingual Information Specialist II, 2008-2010
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Responded to requests from diverse audiences including low-income/uninsured/underinsured individuals seeking health
care services and referrals to State and Federal agencies for financial or medical assistance; health professionals and
students seeking educational opportunities, assistance with educational loan reimbursement, and opportunities to practice
in underserved communities; and community organizations, local agencies, and partner programs requesting materials to
promote initiatives such as Organ and Tissue Donation and Transplantation, Breastfeeding in the Workplace, Bullying
Prevention, and Maternal and Child Health.
Referred requesters to the Maternal and Child Health Bureau, Healthcare Systems Bureau, Bureau of Primary Health
Care, Shortage Designation Branch, Office of Pharmacy Affairs, and other Federal and local government agencies that
include county and State government health and human services, the Veterans Administration, Centers for Disease
Control and Prevention, National Institutes of Health, and the Food and Drug Administration, as appropriate.
Assisted in developing and maintaining the response library and Live Help protocols and procedures to ensure consistent
dissemination of accurate, up-to-date information and resources.
Staffed exhibits for the HRSA IC at numerous events around the country, including setting up exhibit structures and
displays, knowledgeably answering questions about HRSA resources and services, taking publication orders, and
packing and returning the exhibit structures and materials.
Promoted programs such as the Healthcare Systems Bureau National Vaccine Injury Compensation Program and Organ
and Tissue Donation and Transplantation Program, and the Bureau of Primary Health Care Health Centers Program.
Served as liaison with Circle’s Distribution Center, using the inventory database to monitor stock levels; prepared
monthly reports on archived publications and requests received; provided direction for cycle count audits in conjunction
with Distribution Center staff; received delivery alerts; and entered new publication information into the database.
Searched online resources on a daily basis for relevant information, publications, news, and other resource links to
potentially add to the project’s knowledge base using strict evaluation guidelines; shared new resources with other
HRSA IC staff and more in-depth review of new resources in monthly staff meetings.
Collected and presented project statistical data as assigned for required project reporting as well as assessing and
reporting to program staff on customer service trends.
Information Specialist, 2005–2008
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Provided professional and high-quality responses in English and Spanish to more than 50,000 telephone, email, mail,
Live Chat, and fax inquiries received annually by the HRSA IC from the general public, Federal and State government
representatives, educators, health care professionals, and students for information, referrals, publications, and website
technical assistance.
Handled crisis requests from members of the public appropriately, rapidly, and with patience and empathy.
Supported outreach and information dissemination tasks including mass mailings, exhibits, and Web and database
development.
Responded to inquiries by listening to determine callers’ needs and referring callers to the appropriate resources or
sending standardized and customized responses.
Provided Spanish/English translation services for responses to email, mail, phone, Web, Live Chat, and fax inquiries.
SOTA Solutions, SAC—Lima Headquarters
Translator and Editor as Online Independent Contractor, 2013–2014
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Translated technical content for the company’s different clients based in Lima, Peru.
Provided editing and quality assurance as needed.
Use or disclosure of information contained on this page is subject to the restriction on the title page of this proposal.
Inova Urgent Care, Vienna
Receptionist, 2008–2009
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Responded to phone calls, greeted and registered patients, verified insurance information and eligibility levels.
Handled cash and other payment methods daily, entered patient and insurance information into database, and generated
reports.
Lebanese Taverna
Assistant Manager, 2002–2005
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Managed the restaurant’s storefront and store customer service.
Managed inventories, sending and receiving orders from suppliers on a timely basis; and assisted with employees’
training, catering orders, and cooking classes’ customer service needs.
Independent Seniors Home Care, Inc.
Home Care Giver, 2000–2003
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Managed patients’ specific needs in their homes, including providing appropriate medication, preparing meals, providing
assistance with bathing and dressing, maintaining/monitoring medical equipment, and providing transportation to and
from appointments.
Universidad Nacional de La Libertad
Professor Assistant, 2000
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Presented lecture material to students.
Assisted the lead professor with coursework and lecture preparation.
Supervised students’ coursework, including reviews and grading.
Clinica Sanchez-Ferrer
Resident Obstetrician, 1995–2000
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Performed deliveries and examinations on female patients, including breast exams and pap smears.
Occasionally assisted physicians in Caesarean operations.
Centro de Salud Materno Infantil Santa Lucia de Moche (Family Health Center)
Obstetrician, 1996–1997
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As a public service for the Peruvian government, provided onsite examinations, deliveries, family planning services, and
general advice.
Provided community service support in creating health campaigns, scheduling home visits and vaccinations, and
responding to emergencies.
Clinica Universitaria Materno Infantil (University’s Clinic)
Obstetrician, 1995–1996
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Provided obstetric examinations, deliveries, family planning services, and advice.
Assisted in Caesarian operations and emergencies.
Hospital Belen de Trujillo
Intern, 1994–1995
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Internship in obstetrics, pediatrics, family planning, gynecology, and emergency care.
SPECIALIZED SKILLS
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Microsoft Office Products, SharePoint, Live Chat, Adobe Acrobat Pro.
Use or disclosure of information contained on this page is subject to the restriction on the title page of this proposal.