Chanelle B

Accomplished, results-driven Housing, Welfare Rights & Operations Executive with over 17 years' experience providing strategic and operational leadership across housing, welfare rights, operational management, complaints resolution, customer service, recruitment, community development and public services. Proven track record in leading complex casework, driving service improvements and delivering high-quality, person-centred services that improve outcomes for disabled people, carers, vulnerable individuals, families and local communities. Demonstrated expertise in housing advice, homelessness prevention, safeguarding, disability advocacy, welfare rights, complaint investigation, governance, performance management and regulatory compliance, with extensive experience in developing and implementing service improvements, strengthening organisational performance, and interpreting legislation and policy to ensure services are responsive, accessible and legally compliant.

Highly skilled in building collaborative partnerships with local authorities, NHS multidisciplinary teams, housing providers, Registered Providers, Adult and Children's Social Care, safeguarding teams, police, commissioners, voluntary organisations and statutory agencies to deliver integrated, multi-agency services that improve customer outcomes and strengthen communities. A proven leader in managing multidisciplinary teams, improving organisational systems, developing governance frameworks, monitoring performance, producing management information and supporting strategic decision-making. Experienced in securing charitable funding through successful grant applications, leading community initiatives and promoting equality, inclusion and independent living for disabled people and disadvantaged communities.

Drawing on lived experience as a carer and parent of a disabled child, brings first-hand insight into the barriers in accessing housing, healthcare, education and public services, reinforcing a strong commitment to the Social Model of Disability, equality, accessibility, co-production and empowering disabled people to shape the services that affect their lives. Recognised for integrity, professionalism and collaborative leadership, with a strong passion for delivering high-quality public services, empowering individuals and communities, and leading organisations that create lasting, positive change through innovation, partnership working and continuous improvement.

Community Engagement & Advocacy Lead at Hands 2 Carers (2024-03 – Present)

• Developed and delivered community engagement initiatives supporting vulnerable individuals, families, carers, disabled people and disadvantaged communities.
• Collaborated with local organisations, schools, charities and statutory agencies to improve access to support services, reduce social isolation and strengthen community participation.
• Advocated on behalf of individuals experiencing financial hardship, disability, housing difficulties and social exclusion, ensuring access to appropriate advice, practical assistance and signposting.
• Coordinated outreach projects, community events, luncheon clubs and wellbeing initiatives that promoted inclusion, independence and positive outcomes for older and vulnerable people.
• Prepared successful charity funding applications and supported individuals with welfare and grant applications to help them secure essential support.
• Organised community activities and wellbeing programmes that fostered social inclusion and strengthened networks for carers, disabled people and local residents.
• Promoted social inclusion through partnership working with statutory and voluntary organisations, ensuring person-centred and coordinated support for service users.
• Drew on lived experience as a carer and parent of a disabled child to inform practice, enhance empathy and improve understanding of barriers to housing, healthcare, education and public services.

Operations & Service Improvement Manager at Midland Community Group (2022-11 – 2023-11)

• Led the operational delivery of housing, health and community support services, ensuring high-quality, person-centred provision for vulnerable residents
• Developed and implemented organisational systems to enhance operational efficiency, governance, regulatory compliance and performance reporting
• Managed cross-functional teams, providing leadership, supervision, coaching and performance management while fostering accountability and continuous improvement
• Built and maintained strategic partnerships with local authorities, NHS services, housing providers, voluntary organisations and community stakeholders to support integrated service delivery
• Oversaw quality assurance, safeguarding, health and safety, GDPR compliance and organisational policy development to maintain safe, compliant and consistent operations
• Produced KPI dashboards and executive reports for senior management and Board audiences, supporting strategic decision-making and continuous improvement initiatives
• Directed service improvement programmes, using performance data and customer feedback to enhance customer satisfaction, operational efficiency and overall service quality
• Represented the organisation at senior stakeholder meetings, ensuring alignment with housing legislation, safeguarding responsibilities and equality standards
• Streamlined operational processes to improve efficiency and reduce service delays across housing, health and community support services
• Strengthened governance frameworks, accountability mechanisms and regulatory compliance through improved systems, policies and reporting
• Enhanced partnership working across housing, healthcare and social care, supporting more integrated and responsive services for residents
• Delivered measurable improvements in service quality by embedding data-led decision-making and continuous improvement practices

Housing Assessment & Complaints Officer / Customer Wellbeing & Resolution Advisor at Handsworth Carers Community Group (2019-01 – Present)

• Delivered specialist housing, welfare rights and community support services to vulnerable individuals, carers, disabled people and families with complex housing, financial, health and social care needs
• Managed complex housing and complaints casework, conducting detailed investigations, analysing evidence and preparing comprehensive responses in line with housing legislation, organisational policies and regulatory requirements
• Provided specialist welfare rights advice and advocacy, supporting clients with Universal Credit, Personal Independence Payment (PIP), Disability Living Allowance (DLA) and other welfare benefits to help maximise entitlement
• Assisted individuals affected by homelessness, domestic abuse, safeguarding concerns, mental health issues and financial hardship through person-centred case management and tailored support plans
• Worked collaboratively with local authorities, housing providers, NHS multidisciplinary teams, social workers, police, safeguarding teams and voluntary organisations to coordinate effective multi-agency interventions
• Supported disabled people, carers and older adults by organising community wellbeing initiatives, luncheon clubs and social inclusion activities to reduce isolation and promote wellbeing
• Prepared grant applications and funding bids that secured resources for community projects, carers' services and disability support programmes
• Maintained accurate case records and documentation, produced reports and ensured full compliance with GDPR, safeguarding and information governance requirements
• Managed complex housing, welfare rights and complaints cases to resolution, ensuring fair outcomes and adherence to complaints procedures
• Built strong partnerships with statutory and voluntary sector organisations to enhance support pathways and improve service user outcomes

Business Support Worker at Cygnet Health Care (Locam) (2018 – 2026)

• Delivered comprehensive business and administrative support within a specialist mental health and social care setting, contributing to high-quality, person-centred services for individuals with complex mental health needs and learning disabilities
• Collaborated closely with multidisciplinary teams including psychiatrists, nurses, psychologists, occupational therapists and senior managers to support the efficient running of clinical and administrative services
• Maintained accurate, confidential records and documentation, ensuring all filing, data handling and information management complied with GDPR, information governance requirements and CQC standards
• Coordinated meetings, appointments and schedules, preparing documentation and supporting materials to enable effective clinical and operational decision-making
• Responded professionally to telephone, email and in-person enquiries from service users, carers and external professionals, ensuring clear, timely and compassionate communication
• Supported incident reporting, safeguarding processes and quality assurance activities by preparing, recording and processing information in line with organisational policies and procedures
• Assisted with service improvement and operational processes by organising information, tracking documentation and supporting the implementation of agreed actions
• Built and maintained effective working relationships with service users, carers, colleagues and external stakeholders, promoting collaborative working and continuity of care
• Prioritised and organised a varied workload to support operational efficiency, consistently meeting deadlines and adapting to changing service needs while maintaining high standards of professionalism and confidentiality

Marketing & Recruitment Manager at Claudia's Kitchen UK (2018-10 – 2021-01)

Led the development and delivery of recruitment, marketing and business support strategies, contributing to organisational growth and increased brand awareness. Managed the development of sub-brands and marketing initiatives while ensuring all promotional activities aligned with organisational objectives and business priorities. Designed and delivered training programmes for sales representatives, improving product knowledge, customer engagement and overall team performance.

Produced management information reports, analysed performance data and presented findings to senior leadership to support strategic decision-making and continuous business improvement. Provided one-to-one employability support, identifying participants' transferable skills, employment aspirations and barriers to work. Developed tailored action plans, provided interview preparation, CV guidance and digital support, enabling individuals to progress towards sustainable employment and improved confidence.

Worked collaboratively with employers, stakeholders and partner organisations to create employment opportunities, support workforce development and improve customer outcomes.

• Successfully managed recruitment and marketing activities supporting organisational growth.
• Designed and delivered training programmes that enhanced staff capability and performance.
• Produced detailed management information reports to support Board-level decision-making.
• Supported individuals into employment through tailored action planning, coaching and employability support.

Recruitment Coordinator (Contract) at Government Digital Service (GDS), Cabinet Office (2021-09 – 2021-12)

• Supported recruitment campaigns for specialist digital and technology roles across the Government Digital Service.
• Coordinated candidate communications, interview scheduling, recruitment administration and stakeholder engagement while ensuring an efficient and professional recruitment process.
• Worked closely with hiring managers and recruitment teams to maintain accurate records, provide an excellent candidate experience and ensure recruitment activity was delivered in line with Civil Service standards.