Kaylen Ford

• Managed a caseload of 20–25 survivors of intimate partner violence in a community-based rapid re-housing program, providing trauma-informed, culturally sensitive case management.
• Conducted needs assessments, developed individualized service plans, and coordinated with internal and external providers to connect participants with housing, safety, and supportive resources.
• Delivered crisis intervention, safety planning, and one-on-one counseling, ensuring participants received immediate support during critical situations.
• Provided three to six months of post-program follow-up to support client stability after rental assistance ended.
• Built and maintained partnerships with landlords, service providers, and community organizations to expand housing access and strengthen support networks.
• Advocated for immigrant and non-English-speaking participants by arranging interpretation, translation, and culturally appropriate services, while educating them on U.S. systems and self-advocacy.
• Maintained accurate electronic and paper case files, ensuring compliance with program standards, grant reporting, and performance targets.
• Represented the agency in meetings with landlords and service providers, fostering collaboration and resource development.
• Coordinated and distributed financial assistance, stipends, and material goods in alignment with individual service plans and program guidelines.
• Conducted home visits, hotel placement check-ins, and offsite meetings to assess safety, progress, and participant needs.

Organization Name – City, State
Dates of Employment

• Maintained accurate patient records using company software and databases, ensuring compliance with HIPAA regulations.
• Managed patient caseloads with timely follow-up, appropriate interventions, and coordinated discharge planning to support smooth transitions from hospital to home or other facilities.
• Conducted comprehensive assessments of patient needs to create personalized care plans addressing both health and social determinants.
• Monitored patient progress through regular evaluations and adjusted care plans based on feedback from patients and providers.
• Educated patients on self-care strategies, promoting independence and empowering long-term health management.
• Collaborated with social services and healthcare professionals to connect patients with housing, nutrition, financial assistance, and other critical resources.
• Built strong partnerships with community organizations and industry professionals to enhance service delivery and streamline referrals.
• Advocated for patients’ rights, removing barriers to care and ensuring equitable access to healthcare services.
• Implemented evidence-based interventions, improving patient satisfaction and overall care outcomes.
• Completed intake assessments, processed demographics, insurance, and referrals, while reducing errors through verification and attention to detail.
• Answered calls, guided new clients through required paperwork, and supported onboarding into services.
• Contributed to policy and procedure development to align care coordination with industry standards and best practices.
• Streamlined communication and referral processes across teams, reducing delays and improving service delivery efficiency.

• Handled inbound customer inquiries via phone and online platforms, providing information on moving equipment, storage options, and rental policies.
• Assisted customers with reservations for trucks, trailers, and storage units, ensuring accurate scheduling and fulfillment of service needs.
• Delivered excellent customer service by addressing questions, resolving issues, and recommending products or services to meet individual needs.
• Processed payments, verified customer information, and maintained accurate reservation records using U-Haul systems and databases.
• Met or exceeded performance targets in sales conversions, customer satisfaction, and call handling efficiency.
• Promoted additional products and services (e.g., moving supplies, insurance coverage) to maximize revenue and improve customer experience.
• Collaborated with local U-Haul centers to confirm reservations, availability, and customer logistics.
• Maintained up-to-date knowledge of company offerings, policies, and procedures to ensure accurate communication with customers.
• Utilized booking systems to process transactions and ensure accurate reservation details.

• Responded to high-volume inbound calls from claimants, providing assistance with unemployment insurance claims, eligibility requirements, and benefits processes.
• Guided individuals step-by-step through applications, certifications, and appeals, ensuring accurate completion of forms and compliance with state regulations.
• Researched and resolved claimant inquiries regarding payment status, documentation requirements, and program guidelines.
• Verified claimant identity and employment information while maintaining strict confidentiality and adherence to federal and state policies.
• Documented all claimant interactions in case management systems with accuracy and detail to support timely resolution and audits.
• De-escalated challenging situations with professionalism, empathy, and clear communication, ensuring positive claimant experiences.
• Collaborated with internal departments to process claims efficiently and resolve complex issues requiring additional investigation.
• Met or exceeded performance metrics including call handling time, claimant satisfaction, and case resolution targets.
• Educated claimants on program policies, eligibility criteria, and available resources, empowering them to navigate the unemployment system effectively.
• Assisted with special projects during periods of high call volume, contributing to team efficiency and service delivery goals.

• Supervised residents in a structured treatment environment, ensuring safety, adherence to program rules, and a supportive atmosphere for recovery.
• Conducted regular facility checks and monitored client behavior to maintain a secure, substance-free living space.
• Assisted residents with daily needs, answered questions, and provided guidance in alignment with treatment goals.
• Documented client interactions, incidents, and observations accurately in logs and reports for clinical staff review.
• Supported intake and orientation of new residents, explaining program expectations and helping with transitions into the facility.
• Provided crisis intervention and de-escalation when necessary, addressing conflicts or behavioral issues calmly and professionally.
• Collaborated with counselors, case managers, and medical staff to support individualized treatment plans and promote client progress.
• Distributed meals, personal supplies, and medications (as directed) while maintaining accurate records.
• Enforced safety protocols, including room checks, curfews, and facility policies, to maintain program integrity.
• Acted as a positive role model, encouraging accountability, healthy choices, and respect within the resident community.

• Supervised a team of shelter monitors, providing guidance, training, and support to ensure effective resident care and program operations.
• Oversaw daily shelter activities, maintaining a safe, structured, and trauma-informed environment for women and children.
• Conducted regular rounds and safety checks, ensuring compliance with shelter policies and emergency protocols.
• Assisted in intake and orientation of new residents, coordinating resources and explaining shelter rules and services.
• Managed crisis situations, providing conflict resolution, de-escalation, and immediate intervention when necessary.
• Coordinated with case managers, social workers, and community partners to support individualized service plans and resource connections.
• Maintained accurate documentation of resident interactions, incidents, and staff reports to ensure program accountability and compliance.
• Facilitated communication between residents and staff, serving as a point of escalation for complex issues.
• Monitored distribution of meals, personal supplies, and access to services, ensuring fairness and compliance with program standards.
• Acted as a mentor and role model for both residents and shelter staff, promoting positive behaviors, accountability, and community respect.

• Assisted the Store Manager in daily operations, ensuring compliance with company policies, procedures, and regulatory requirements.
• Supervised and trained store staff, providing guidance on customer service, sales strategies, and operational tasks to meet performance goals.
• Managed scheduling, payroll, and employee performance, fostering a productive and accountable team environment.
• Delivered excellent customer service by resolving complaints, addressing inquiries, and ensuring positive client experiences.
• Monitored cash handling, transactions, and daily financial reporting to maintain accuracy and prevent discrepancies.
• Assisted with sales and marketing initiatives to increase store revenue, including promoting products and services to target customers.
• Ensured store compliance with safety and security standards, including cash management and regulatory reporting.
• Conducted inventory management, ordering, and stock replenishment to maintain product availability and minimize shortages.
• Analyzed store performance metrics and assisted in implementing strategies to improve efficiency, sales, and customer satisfaction.
• Supported the Store Manager in executing operational changes, special projects, and process improvements across the store.