Illah Schalles

-Provide national operational leadership, establishing systems and standards to ensure consistent, compliant delivery across all markets. -Lead cross-functional alignment with Legal, HR, Finance, and regional teams to reduce operational risk and strengthen organizational controls. -Own departmental budgeting and forecasting, managing a conservative expense budget and maximizing impact per dollar through resource optimization and cost-control strategies – increased Impact/FTE by 22% with 20% staff reduction and 21% reduction in cost-to-serve. -Conduct outcome reviews, implement process controls, and drive performance improvements in underperforming markets. -Build dashboards and reporting frameworks to increase executive visibility into KPIs, compliance, and operational health.

-Authored the national Program Manual, creating a single source of truth for policy, data tracking, and operational controls across all markets. -Managed a high-performing national team, driving output increases of 13 to 44% YOY by aligning workflows, clarifying roles, and reallocating resources to high-impact interventions. -Built training, onboarding, and manager-enablement frameworks to support remote teams and strengthen accountability.

-Designed and piloted new initiatives, documented SOPs, and coached managers through major operational changes — including pandemic-era continuity planning. -Served as escalation point for complex operational issues requiring cross-stakeholder coordination. -Managed community partnerships and compliance processes across multiple markets.

Primarily accountable for the needs and support of Members/clients on a daily basis. The Member Services Manager is responsible for delivering appropriate services to BoMF Members in an effort to create an environment of success. These services include but not limited to: conducting monthly intake sessions for new Members who are joining the BoMF Program, conducting group/individual orientation sessions for Next Steps followed by one-on-one detailed meetings with Members to determine goals and methods to achieve established goals, in-depth follow-up meetings with our Members to connect them with necessary and appropriate services, communicating with facility partners for coordinated case management, ongoing support of our Members, including follow-up on attendance and behavioral issues, working with community partners on job-placement/training opportunities, managing and tracking of the BoMF Financial Aid program, accurate metric tracking and reporting of Member outcomes in our case management database, managing morning teams to ensure a healthy and safe running community, managing and overseeing additional program staff as applicable, coordinating Member media opportunities with Development Staff, managing volunteers, inventory management, and working with the Executive Director in determining growth strategy and funding prospects and building local employment and inter-agency partnerships.

Accountable for the needs and support of Members/clients on a daily basis. Responsible for delivering appropriate services to BoMF Members in an effort to create an environment of success. This includes but is not limited to conducting monthly intake sessions for new Members and ongoing support and tracking of Members regarding attendance, behavioral issues, and goal progress. Also responsible for communicating with and maintaining relationships with facility partners

-Originated validation procedures and documentation standards; executed FDA-compliant validations and facilitated federal and customer audits maintaining consistent 100% audit ratings. -Maintained rigorous audit trails and quality documentation to reduce organizational risk. -Served as primary customer service lead, strengthening client relationships and operational transparency.

The National Society of Collegiate Scholars (NSCS) is an honors organization that recognizes and elevates high achievers. NSCS provides career and graduate school connections, leadership and service opportunities and gives out a million dollars in scholarships annually. NSCS members are deeply committed to scholarship, leadership and service and as a result, are impacting their campus and local communities every day.