I was responsible for running the full programme, and we deliver a full range of lifeskills such as; Employability, ESOL Basic Skills, Move on Planning, Confidence, Motivation and Independence, Substance and Alcohol Misuse, Health & Wellbeing, incorporating healthy eating/living and budgeting. Currently I work with the service users at the YMCA SPG but we are in the process of expanding our scope across all West London sites, with a hope to see an organisation-wide expansion.We understand our Voluntary, Education, Employment and Training (VEET) targets and consistently work towards reducing the number of service users Not in Education, Employment or Training (NEET). I do this by running a ‘route to employment’ crash course which gains the young person’s interests through career action planning tools and coming up with achievable SMART objectives. We then complete CV writing sessions and start looking at what is available around their interests. I aim to do all of this within 5-day period. Over a 6-month period we have supported 12 service users into VEET opportunities considering that some of these young people had experienced issues such as; family/relationship breakdowns, long-term unemployment, offending, mental health and substance misuse. By adapting a holistic approach, I am able to tailor their support to meet their needs and prepare them for any opportunities.

( This was a 1 year secondment) I was responsible for implementing a cogent approach to void management and income maximisation, I manage this by completing DHP and various grant application forms to prevent and manage evictions. I supervised a team of Housing Support Officers and Duty Support Officers, carrying out regular 1 to 1's to coach and develop my staffs skills set, responding to issues that may affect the team and resolving them effectively and efficiently and monitoring individual and team goals against targets. I conducted regular performance and quality monitoring of support plans, risk assessments and arrears for a patch of 60 residents, in line with targets set by the charity.

I supported a caseload of 30 residents with multiple support needs such as substance misuse, mental health, financial issues and much more. As a substance misuse specialist I offered support to the wider charity by; updating them with the latest news, law changes and different innovative ways to support our service users. I also work with the local drugs and alcohol services to ensure a smooth and positive working relationship for staff and service users.

I was responsible for the day-to-day operational functions such as dealing with sensitive safeguarding issues, effective arrears monitoring, working with our service users to action plan and devise risk assessments, and the line management of staff. I was the line manager for 3 Weekend Duty Support Officers to whom I offered effective and progressive support.

I worked as the first point of contact for the charity including working at the reception carrying out various administrative tasks such as; answering the phone and taking messages, responding to internal and external emails, filing away confidential information and money handling. I was also responsible for giving advice; offering advocacy and emotional support; and general counselling. I encouraged young people to establish personal safety and security, offering supervision and monitoring of health and well-being and encouraging and facilitating independent living for the future.

I worked within the environmental health and the refuse recycling team as a frontline staff member. I was responsible for answering customer queries and complex issues. I managed the day to day reports of environmental health issues such as noise and disturbance, rubbish accumulation and pest control. My duties were taking phone calls and messages, logging and writing reports on the councils CRM database, going out on inspections and boosting customer relations by sign posting residents to the new online system.