Riley Aker-Day
Baltimore,MD
Summary
Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Housing/Mental Heath Case Manager
Partnership Development Group
01.2024 - 12.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
Mental Health Care Coordinator
Partnership Development Group
07.2022 - 01.2024
- Dedicated significant time each week to supporting consumer engagement through home visits and appointment coordination.
- Delivered tailored health care coordination to enhance daily living skills and foster community integration.
- Cultivate and sustain strong relationships with community healthcare providers.
- Attends weekly meetings and collaborate with treatment teams
- Completes daily visit notes and monthly reports quickly and accurately, using a provided device
- Minimized repeat admissions for chronic mental illness cases with proficient case management.
- Facilitated educational sessions for families, improving understanding of mental health and support options.
- Liaised effectively with insurance companies to guarantee comprehensive coverage for necessary mental health treatments.
- Monitored patient progress to assess the effectiveness of care plans.
- Maintained accurate and up-to-date client records, ensuring compliance with privacy regulations and allowing for efficient case coordination efforts.
- Engaged in continuous professional development to remain updated on mental health care coordination.
- Enhanced interdisciplinary communication by facilitating regular meetings for care team members.
- Advocated on behalf of clients during treatment planning meetings, ensuring their voices were heard throughout the decision-making process.
- Collaborated with primary care providers to incorporate mental health considerations into overall treatment plans.
- Monitored client progress regularly, adjusting treatment strategies as needed to facilitate ongoing improvement.
- Connected clients with appropriate support groups and therapy options, fostering greater social integration and emotional wellbeing.
- Managed caseload efficiently while maintaining high-quality service standards across all cases assigned.
- Provided crisis intervention services, deescalating situations and connecting clients with necessary resources.
- Provided clients with recommendations to community resources.
- Encouraged clients to express feelings and discuss what was happening in day-to-day life in order to help each person develop insight into personal experiences and relationships
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Compiled reports summarizing mental health status and treatment progress.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
Mental Health Technician I
Discovery Mood and Anxiety Program
10.2021 - 07.2022
- Greeted new clients and facilitated initial introductions to their primary treatment team.
- Determining whether the new client has any special needs, communicating those needs to the treatment team and assisting ensuring the needs are met
- Contributing to the well-being of all clients by serving as a positive role model, demonstrating appropriate dress, grooming, communication and positive behavior in a professional, warm and caring manner
- Facilitating the treatment plan set forth by the therapist by providing day-to-day support
- Engaging clients in therapeutic groups to promote coping skills, relapse prevention, DBT, education and life skills
- Participating in a weekly multi-disciplinary mental health team meeting
- Sharing vital information of the client's progress with the treatment team
- Understanding and maintaining the confidential nature of all client and program related activities
- Dining with clients during meal times to model positive dietary behaviors
- Maintaining an inviting environment by ensuring the premises is tidy and clean at all times
- Assisting therapists in the discharge process by helping the client transition home
- Joined comprehensive staff training and enrichment sessions.
Crisis Hotline Volunteer
Family Crisis Center of Baltimore County
02.2021 - 08.2021
- Providing relevant resources to clients in times of distress
- Completion in-depth training including scenarios of clients experiencing trauma due to domestic violence, sexual assault, etc
- Contributed to a positive team environment by offering support and encouragement to fellow volunteers during challenging calls or situations.
- Demonstrated adaptability by responding to diverse caller needs and adjusting communication approaches based on individual situations.
- Participated in ongoing training sessions to further develop crisis intervention skills and stay current on relevant issues.
- Improved personal call response times while maintaining high-quality interactions, contributing to the efficiency of the hotline service overall.
- Collaborated with fellow volunteers to share resources and best practices, improving overall call response quality.
- Ensured accurate record-keeping of call details for data tracking purposes, helping improve overall service effectiveness.
- Strengthened communication skills through regular practice in addressing delicate topics sensitively but directly.
- Demonstrated excellent active listening skills during each call, allowing callers to feel heard and valued.
- Developed strong rapport with repeat callers, fostering trusting relationships and ongoing support.
- Assisted in the development of new training materials for hotline volunteers, resulting in a more cohesive onboarding experience.
- Provided constructive feedback during volunteer debriefings after challenging calls, promoting continuous learning within the team environment.
- Engaged in self-care strategies after emotionally taxing calls, promoting personal well-being and continued effectiveness as a volunteer.
- Maintained strict confidentiality for all callers, ensuring their privacy and trust in the hotline service.
- Utilized crisis intervention techniques when necessary, helping stabilize distressed individuals during high-stress situations.
- Provided emotional support for diverse callers facing various challenges, displaying sensitivity to individual needs and cultural differences.
- Enhanced caller satisfaction by providing empathetic listening and effective problem-solving skills.
Seasonal Sales Associate
Five Below
10.2020 - 01.2021
- Ensured safe handling of goods during loading and unloading operations.
- Organized and replenished shelf stock to maintain inventory levels.
- Maintained sales floor cleanliness and ensured safety.
- Adapted to varying customer demands efficiently.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Club President (2SLGBTQIA+ Student Organization)
Goucher College
08.2019 - 08.2020
- Established constitution and bylaws for student organization adherence to school policies
- Managed and executed activities that significantly increased funds.
- Planned and hosted morale-building events, raised esprit de corps among group members
- Organized special activities and events for existing club members, including service projects, parties and procedural meetings.
- Educated new members and officers on policies and procedures relevant to different roles.
- Partnered closely with club officers to develop successful strategies promoting club growth.
- Formulated and enforced club rules, regulations and policies.
- Implemented innovative marketing campaigns that raised awareness of the club''s activities in both online and offline platforms.
- Developed strategic plans with measurable objectives that aligned with the club''s mission and vision.
- Established relationships with club members and maintained positive club standing with trustworthy actions and professionalism.
- Managed volunteer teams efficiently during events to provide seamless service to guests while maintaining a positive work environment for volunteers themselves.
- Strengthened community partnerships with local businesses to enhance sponsorship opportunities and boost club visibility.
- Promoted a culture of continuous improvement within the organization thereby inspiring more creative solutions for challenges faced.
- Implemented a member feedback system to better understand their needs, leading to more effective program development and membership retention.
Sales Associate Volunteer
Cancer Research UK (Thrift Shop)
07.2017 - 11.2017
- Managed storage and labeling of clothes received through community donations.
- Inspected donated items to ensure serviceability.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Maintained accuracy in cash handling by strictly adhering to established guidelines.
Bartender
The Old School and Slip-In
10.2015 - 04.2016
- Maintained a set of high standards for customer service while tending to customers in the workplace
- Preformed several different roles over the course of each shift, including bartender, cashier, & janitor
- Actively engaged and interacted with customers using listening skills and upholding a positive, open-minded demeanor
- Leadership
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
Club President (Art Club)
Wiesbaden Highschool
06.2014 - 08.2014
- Coordinated member roles and duties to supply art services and products for key school events including Valentine’s Day, Homecoming, Prom.
- Developed diverse range of products, including baked goods and decorations, for student events.
- Facilitated excursions and specialized gatherings for club members.
- Organized special activities and events for existing club members, including service projects, parties and procedural meetings.
- Educated new members and officers on policies and procedures relevant to different roles.
- Partnered closely with club officers to develop successful strategies promoting club growth.
- Established relationships with club members and maintained positive club standing with trustworthy actions and professionalism.
- Monitored club activities and identified areas for improvement.
Food Pantry Volunteer
Interfaith Community Action Council
11.2006 - 06.2007
- Sorted, stocked and organized shelves with food for easy access by other volunteers.
- Assisted in food distribution for increased community reach and support.
- Enhanced pantry efficiency by organizing food items and maintaining a clean workspace.
- Collaborated with other volunteers to create efficient sorting and distribution processes.
- Contributed to a welcoming environment with compassionate customer service for pantry visitors.
- Collaborated with fellow volunteers to develop efficient processes for sorting and storing donated goods.
- Demonstrated adaptability by stepping into various roles as needed during shifts at the food pantry.
- Greeted community members upon arrival to create welcoming environment.
- Served food to community members at pantry based on preferences, nutritional recommendations and needs.
- Reduced waste by implementing inventory management techniques for tracking expiration dates on perishable items.
- Ensured safe handling of perishables, prioritizing proper storage and temperature control measures.
- Assembled food packages for outside distribution and loaded into transport vehicles.
Education
Bachelor of Arts - Psychology
Goucher College
Baltimore, MD05.2021
High School Diploma - undefined
Wiesbaden High School
Wiesbaden06.2014
Skills
- Problem-solving
- Case management
- Active Listening
- Relationship building
- Decision-making
- Conflict resolution
- Client advocacy
- Crisis intervention
- Treatment Planning
- Resource management
- Patient assessment
Certification
- DLA-20 Functional Assessment Training Present
- Cat and Dog First Aid/CPR December 2024 to December 2026
- Adult/Child/Infant First Aid/ CPR AED March 2023 to March 2025
- Naloxone (NARCAN) Training
- Driver's License
Timeline
Housing/Mental Heath Case Manager
Partnership Development Group
01.2024 - 12.2024
Mental Health Care Coordinator
Partnership Development Group
07.2022 - 01.2024
Mental Health Technician I
Discovery Mood and Anxiety Program
10.2021 - 07.2022
Crisis Hotline Volunteer
Family Crisis Center of Baltimore County
02.2021 - 08.2021
Seasonal Sales Associate
Five Below
10.2020 - 01.2021
Club President (2SLGBTQIA+ Student Organization)
Goucher College
08.2019 - 08.2020
Sales Associate Volunteer
Cancer Research UK (Thrift Shop)
07.2017 - 11.2017
Bartender
The Old School and Slip-In
10.2015 - 04.2016
Club President (Art Club)
Wiesbaden Highschool
06.2014 - 08.2014
Food Pantry Volunteer
Interfaith Community Action Council
11.2006 - 06.2007
High School Diploma - undefined
Wiesbaden High School
Bachelor of Arts - Psychology
Goucher College