Kayla Gray
Bel Air
Summary
Compassionate advocate with expertise in conflict resolution and crisis management. Committed to enhancing client satisfaction and guiding clients towards recovery through empathetic communication and structured support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Clinical Assistant
Achieve Behavioral Health Services
Bel Air, MD
03.2026 - Current
- Facilitated communication between patients and healthcare providers to enhance service delivery.
- Engaged in training sessions to improve knowledge of behavioral health practices and protocols.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Participated in team meetings to discuss patient care improvements.
- Improved patient satisfaction by handling queries and concerns with empathy and professionalism.
- Assisted patients with basic care needs.
- Utilized effective communication and active listening skills when interacting with physicians, staff, and patients.
- Assisted clients in daily activities to support recovery goals.
- Monitored client behavior and reported observations to the treatment team.
- Facilitated group discussions to encourage peer support and engagement.
- Provided guidance on coping strategies and healthy lifestyle choices.
- Implemented crisis intervention techniques during high-stress situations.
- Developed trusting relationships with clients by maintaining a non-judgmental atmosphere while emphasizing personal accountability.
- Safely transported clients to appointments and facility groups.
- Exercise multitasking skills in a fast paced environment.
Parent Advocate/CPRS
Maryland Office of the Public Defender
Baltimore, MD
11.2024 - 02.2026
- Advocated for parents' rights in child welfare cases, ensuring fair treatment within legal processes.
- Collaborated with social workers and attorneys to develop comprehensive case strategies for client support.
- Facilitated communication between parents and legal representatives to enhance understanding of case developments.
- Provided resources and referrals to families, promoting access to essential services and community support networks.
- Assisted in preparing documents required for court hearings, ensuring thoroughness and accuracy.
- Conducted thorough assessments of family needs through interviews, home visits, and observation in order to develop tailored action plans addressing specific challenges or goals.
- Maintained detailed records of interactions with families, ensuring accurate documentation for follow-up actions or referrals as needed.
- Provided one-on-one guidance to parents during difficult times, offering emotional support and practical advice for navigating the reunification process.
- Participated in professional development opportunities related to parent advocacy work, staying current on best practices and emerging trends in the field.
- Empowered parents with knowledge about their rights resulting in increased self-advocacy skills.
- Collaborated with other Parent Advocates to share best practices and develop strategies for addressing common challenges faced by families within the legal system.
- Managed caseloads effectively to ensure timely responses to parental inquiries or concerns, maintaining a high level of customer service while balancing workload demands.
- Developed strong relationships with parents through consistent communication, fostering trust and collaboration between families and attorneys.
- Identified available community resources and programs for families in need.
- Managed heavy caseload using well-developed time management, organizational, and task prioritization skills.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Intervened and supported parents in crisis situations.
- Contributed to and attended court proceedings, advocating for family's best interests and recommending balanced recovery based solutions.
- Toured various MD treatment facilities to acquire a plethora and variety of recovery resources to best meet the needs of participants.
Behavioral Health Technician
Pyramid Healthcare
Edgewood, MD
07.2024 - 11.2024
- Monitored patient behavior and reported changes to support cohesive treatment strategies.
- Collaborated with healthcare team to ensure compliance with safety and regulatory standards.
- Documented patient progress and behaviors in electronic health records accurately and promptly.
- Maintained a safe and clean environment for clients and staff.
- Provided crisis intervention support, helping clients navigate urgent situations effectively.
- Facilitated peer support groups to foster recovery and resilience among participants.
- Provided crisis intervention services when needed, preventing relapse and promoting continued growth in recovery.
- Provided clients with basics needs and emotional support.
- Maintained a structured schedule to provide clients with a consistent and organized recovery program.
Owner of Private Cleaning Company
Self-employeed
Bel Air, MD
02.2017 - 11.2024
- Developed and implemented business strategies to enhance customer engagement and retention.
- Managed daily operations, ensuring efficient workflows and timely service delivery.
- Oversaw financial management, including budgeting, forecasting, and expense tracking.
- Established marketing initiatives to increase brand awareness across multiple platforms.
- Trained and mentored staff on operational procedures and customer service excellence.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Improved team productivity by introducing innovative project management tools and techniques.
- Developed multitasking and problem solving skills in a face paced, productive environment.
- Handled problematic customers and clients to maintain excellent customer service.
Education
High School Diploma -
Aberdeen High School
Aberdeen, MDSkills
- Relapse prevention
- Self-care techniques
- Resource navigation
- Recovery planning
- Peer support
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Verbal and written communication
- Conflict resolution
Accomplishments
- Maintaining long term recovery.
- Participating in Lobby Day and giving personal testimony to have new bills passed.
- Having a poem I wrote accepted by the Center for Family Representation to be displayed at their 24th annual benefit.
- Using my own lived experience to make a difference and support others in a positive way along their own recovery journey.
Certification
- Certified Peer Recovery Specialist
- Certified Recovery Coach
- Reiki Master Practitioner
Timeline
Clinical Assistant
Achieve Behavioral Health Services
03.2026 - Current
Parent Advocate/CPRS
Maryland Office of the Public Defender
11.2024 - 02.2026
Behavioral Health Technician
Pyramid Healthcare
07.2024 - 11.2024
Owner of Private Cleaning Company
Self-employeed
02.2017 - 11.2024
High School Diploma -
Aberdeen High School