Service Manager - Riverside
(2022-12)
Service Manager for Mental Health and Learning Disabilities Independent supported living. Manages twelve staff and twenty-two customers within the Service. Challenging role focused on making a difference in people's lives by collaborating with health professionals and building positive relationships to ensure customer needs are met with persistence and determination.
- Identify risk and place safeguarding concerns within the local authority, put safety control measures in place by completing risk assessments and putting development and safety plans in place for tenants
- Ensure tenants receive their 1:1 support hour and promote and encourage customers to engage in community events internally and externally to achieve their goals
- Attend multi agency, safeguarding, hospital 117 review meetings for customers to review and discuss their progression
- Put safety discharge plans in place if discharged back into the service and if they are on a community treatment order, ensure customer is compliant and no breaches are made, report to the CPN and relevant health professions with immediate effect if breaches occur
- Manage budgets, forecast and expenditure for the service, report any variances, raise and generate invoices for the Local authority
- Ensure policies and procedures are being followed and that the service complies with the Health and Safety Risk Assessment, ensure all health and safety checks are completed, logged and centrally evidenced
- Ensure self and staff use lone working devices and follow company policies and procedures
- Build positive working relationships with team, carry out employee reviews, encourage development plans and promote wellbeing
- Provide support and advice to staff to ensure they are well placed to support vulnerable customers comprehensively and consistently
- Collaborate with multi agencies to ensure customers receive full support they require
- Organise staff rotas to ensure staff are on site 24/7 and enough staff are on site to cover any 1:1 support hour
Housing Officer - Riverside
(2021-09 - 2022-12)
Housing Officer for care and support over 55's and Mental Health Supported Living. Collaborated with care providers and local authorities to build positive working relationships to ensure customer needs are met and they are at the front line of the service.
- Sign customers up with tenancy agreements, welfare checks and address any anti-social behaviours, work together with the customer and action any development/Safety plans to improve and monitor their behaviour
- Liaise with legal and the community safety team to follow guidance and processes of servicing notice to a customer when deemed necessary for the safety of others
- Ensure customers are receiving the correct benefits and help process any benefit claims and that direct debits are put in place so rent payments are met
- Hold customer meetings so we could actively listen and understand the customer's needs and provide quality customer service
- Organise and promote voluntary activity groups on site
- Undertake home visits and carry out risk assessments at their home, ensure any repairs or safeguarding issues are met, deal with any complaints accordingly
- Undertake building/legionella checks and ensure any invoices are authorised and sent for payment
- Manage the rental income to ensure all correct payments are being processed and adjust or create direct debits accordingly and manage any arrears to minimise any losses and put in place a budgeting plan to avoid financial hardship
- Cover support work for mental health and learning disabilities and address them with a holistic approach
- Prompt customers with their medication, support them with everyday life skills, manage health appointments, set up benefits, encourage customers to participate with local community groups
- Encourage customers to participate with any training or qualifications that is available to them, help them with budgeting and finances
- Participate in panel meetings engaging with social workers and healthcare professions to information share applicants and discuss if their care needs can be met at the service
Customer Services Advisor (Sefton Contact Centre) - Sefton Council
(2019-09 - 2021-09)
Worked for Sefton Council Customer Services contact centre in a challenging, fast-paced environment. Dealt with multiple services such as planning, building control, enforcement, reporting dangerous structures, assisting in the blue badge application process, parking fines, electoral services, ELAS (Emergency Assistance Limited Scheme) which involved processing applications for foodbanks, gas electricity. Took calls for COVID-19 to offer support and advice, processing help with medication collections, food parcels and other support and advice that was needed.
Also processed antisocial behaviour referrals detailing and logging all incidents. Role involved dealing with multiple applications and databases with importance placed on accurate record keeping.
- Create new entities and ensure that all correct and relevant information is recorded
- Use excellent written and oral communication skills and respond efficiently to all enquiries
- Signpost accurately where appropriate and liaise with multiple departments and work well as part of a team
- Demonstrate extensive knowledge of each service to give accurate advice
- Respond appropriately to instances of hostility, aggression and deal with the public in a calm manner
- Identify extremely vulnerable customers and deal with them in a sensitive manner offering empathy and support where appropriate
Customer Services Advisor (Health and Social Care) - Equipment Services - Sefton Council
(2010 - 2019)
Employed as a Customer Services Advisor for Sefton Equipment Services which specialises in equipment for children and adults with disabilities. Challenging role dealing with complaints, meeting deadlines for hospital discharges and care packages, dealing with vulnerable and grieving families, liaising with health professionals and making sure equipment was put into place for discharge and end of life care. All service users dealt with in the strictest confidence and adherence to the Data Protection act always followed.
- Input orders for hospital equipment, which was essential for hospital discharge such as beds, toileting, bathing equipment
- Process orders and ensure they were on the correct delivery and prioritise orders accordingly to meet PIs and targets
- Create new entities onto databases and update accordingly
- Arrange minor adaption orders and repairs within a property and deal with any queries and complaints relating to the above
- Distribute letters and questionnaires and monitor feedback for improvement of the service
- Book jobs on to journeys and arrange collection of equipment, run relevant reports when required
- Arrange and train health professionals on how to use the online system ELMS so they could place any equipment direct to the patients home and set them up with login details
- Act as general support and guidance on equipment supplied into the patients home
- Have passed trusted assessor in Disabled Living
- Have experience of equipment provided out in the community
- Go out with the Community Practitioner assisting with the assessment of service users for equipment to be put into place for safe and independent living
Claims Handler (Insurance Services) - Sefton Council
(2007 - 2009)
Worked for Sefton Council as a claims handler for three years inputting insurance claims.
