Evidence Against Role Profile Requirements
1. Provide advice and make recommendations based on up-to-date knowledge and analysis/evaluation of information.
- In my role with the LBWF Brokerage Team, I facilitated the use of Care Cubed to evaluate placement costs against service user needs. I analysed complex data to advocate for cost-effective solutions, ensuring recommendations were evidence-based and aligned with organizational objectives.
- I have also created training resources and advisory reports, such as the Care Cubed assessment form, which supported informed decision-making for stakeholders.
2. Manage escalated or complex customer issues.
- During my time as a Service Coordinator, I managed escalated issues by conducting risk assessments and quality assurance checks to ensure stakeholder safety and satisfaction.
- I resolved placement and provider-related concerns by negotiating contracts and mediating between parties, ensuring issues were resolved efficiently and in the best interests of all stakeholders.
3. Research developments, collate, and analyse information/data to produce advisory reports.
- I routinely collected and analysed market intelligence on care placements, providing insights to senior managers and commissioners to inform decision-making.
- I created detailed feedback forms to gather performance data from stakeholders, translating qualitative and quantitative insights into actionable recommendations for service improvement.
4. Lead the development and implementation of systems, policies, and standards.
- I developed several systems and tools, including a case management process map and a multi-functional Excel sheet, which streamlined workflows and improved operational efficiency.
- I also designed contract management policies to standardize practices, ensuring compliance and consistency across the team.
5. Lead, motivate, and develop staff to create a highly competent and participative workforce.
- I have extensive experience in training and supporting team members. For example, I created and delivered training resources for Care Cubed and facilitated staff development to improve negotiation and brokerage practices.
- Through supervision and 1:1 meetings, I ensured staff under my coordination executed support plans effectively, fostering a motivated and outcome-focused team environment.
6. Support the development and delivery of process improvements.
- I identified gaps in existing processes and developed solutions, such as the feedback mechanism for contracts, enabling continuous improvement.
- My ability to work collaboratively with stakeholders ensured the successful development and delivery of improvements across brokerage services.
7. Prepare and present reports and provide authoritative advice.
- I regularly prepared reports summarizing placement costs, service effectiveness, and market trends, delivering them to senior managers and budget holders.
- My presentations often included actionable recommendations, leveraging my expertise to guide decision-making.
8. Monitor and manage day-to-day delivery of commissioned care services.
- I ensured commissioned care services met quality and contractual standards, using systems like Mosaic and Care Cubed to monitor performance.
- I addressed and escalated safeguarding concerns swiftly, ensuring continuity of care during changes or emergencies.
9. Support quality assurance and information quality.
- I conducted peer reviews and quality checks on referrals and brokerage activities, ensuring data accuracy and compliance with national standards.
- My efforts in developing training and operational guides helped improve the quality of information and service delivery.
Projects
Case Management Process and Resources – LBWF Brokerage Team
I developed an innovative case management approach to enhance service delivery by fostering cross-functional collaboration and optimizing resource utilization. This initiative increased team effectiveness and improved outcomes. Key achievements include:
- Drafting a comprehensive proposal for the case management process.
- Developing detailed training resources to upskill staff.
- Designing a multifunctional Excel sheet to centralize and streamline data management.
Integrated Care System (ICS) Process and Resource – LBWF Brokerage Team
My proficiency in Care Cubed, an ICS database tool, enabled cost-effective placement solutions aligned with service quality standards. Key contributions:
- Documented the Care Cubed process and created an accompanying training resource.
- Designed an assessment form to facilitate placement evaluations.
- Crafted supplier contracts to align services with organizational objectives.
- Advocated for cost-efficient placements by analysing and leveraging data-driven insights.
Contractual Resource Development – LBWF Brokerage Team
I demonstrated strong contract management expertise by developing resources that improved operational efficiency and ensured compliance. Highlights include:
- Drafting agreements such as confidentiality, service, purchase orders, and cost breakdown contracts.
- Creating a contract management process map to streamline workflows.
- Developing a feedback form to gather performance insights, enabling ongoing improvement based on qualitative and quantitative data.
Service Coordination & Quality Assurance – LBWF IL Team In my role overseeing Reablement services, I ensured stakeholder safety and quality standards through proactive coordination and quality assurance. Key responsibilities:
- Supervising staff and ensuring the delivery of support plans through regular 1:1s and training.
- Conducting RAS and risk assessments to mitigate risks and ensure compliance.
- Managing staff Rota's using Excel and the CM2K system.
Skills:
Technical Expertise:
- Proficient in Microsoft Office, CM2K, Mosaic, Care Cubed, and other database management systems.
Project & Process Management:
- Expertise in process improvement, system administration, progress monitoring, and implementing policies.
Contract Management:
- Skilled in crafting and negotiating service agreements, intellectual property rights contracts, and supplier agreements.
Analytical Skills:
- Strong problem-solving, divergent thinking, and critical thinking abilities to develop innovative solutions.
Stakeholder Engagement:
- Experienced in complaints monitoring, customer satisfaction, and stakeholder relationship management.
Data Management & Reporting:
- Proficient in documentation, survey research/design, and analyzing feedback to inform strategies.
Risk & Quality Assurance:
- Conducted risk assessments and ensured adherence to quality standards across various projects.
Working History:
Brokerage Team, LBWF (September 2020 – Present)
- Delivered process improvements and developed resources to enhance service delivery and cost efficiency.
- Proficient in contract management, negotiation, and fraud prevention practices.
Kensington and Chelsea Council, Personal Assistant to Housing Director (2019)
- Coordinated meetings, prepared detailed minutes, and managed the director’s calendar.
- Provided business support through documentation, form creation, and data management.
Service Coordinator, Reablement Complex Needs, LBWF (December 2018 – August 2019)
- Coordinated Reablement services, ensuring quality assurance and stakeholder safety.
- Managed team schedules and executed support plans effectively.
Business Support and Events, Hertfordshire (2018)
- Delivered quality assurance and provided logistical support for business events.
Branches Hostel, Administrator and Advisor (2016)
- Supported individuals from diverse backgrounds, including those with learning difficulties and mental health challenges, in transitioning to independent living.
- Assisted with essential paperwork for benefits, courses, and employment.
- Supported residents in reentering the workforce and finding housing by accompanying them on home viewings and coordinating their return to employment.
Islington Council Housing Office Administrator (2016)
- Managed front-of-house operations, addressing resident queries and escalating complaints or repair requests.
- Organized correspondence, maintained office logistics, and ensured a smooth operational flow.
Junior Career Advisor, Leyton Learning Service (2014-2016)
- Provided career guidance while refining stakeholder engagement and customer relationship skills.
