Daniel Wheat Email & Phone Number

London, England, United Kingdom

• support the operational management of the Case Support function: reporting on activity; modifying practices and systems; seeking and responding to customer feedback (internal and external); evaluating the service; training and coaching staff• collaborate with the Team Leader to formulate and implement long term strategic plans for the Case Support function • develop and manage the delivery of cross-organisational work projects, for example a nationwide customer engagement survey, designed to drive improvements in systems and service satisfaction • contribute to the development of Case Support related policies, guidance and other materials to support the effective management of the function • manage, monitor and report on progress against objectives and key performance indicators at team and individual levels• ensure there is regular communication with team members as well as other functions and teams to present changes to processes/ways of working accurately, sensitively • deliver written and verbal briefings/reports relating to the team’s activities• monitoring and maintenance of case management databases to ensure high compliance with data completeness and to extract and present case activity and key performance indicators

London, United Kingdom

• ensured the successful delivery of assessments and interventions; from the planning stages, to management of the assessment team during the clinical assessment visit• gathered and interpreted information to produce robust and clear reports on the performance standard of NHS practitioners• acted as the key contact for NHS practitioners, their representatives and employing organisations during the planning of clinical assessment visits and the report issuing process• led on the delivery of service improvement projects, for example the development and operationalization of a new assessment model and an updated training programme for clinical assessors • maintained and ensured the quality, accuracy and completeness of the case management database and case records for my personal caseload• delivered written and verbal reports on case progress, including the escalation of any serious concerns

London, United Kingdom

• coordinated case support activity and the planning stages of assessment and intervention• line managed a small sub-team of Case Officers including undertaking 1:1s, annual appraisals and objective setting against key performance indicators• responded to telephone calls and written correspondence from practitioners, their representatives, and employing organisations • drafted case-related letters, briefings and progress reports• ensured electronic case files were maintained in accordance with local procedures and data protection principles

• resolved PPI disputes between consumers and financial businesses using knowledge of industry practices, regulations and the law • communicated complaint outcomes clearly and accurately both in writing and verbally• managed own caseload to ensure deadlines and targets were met• appointed as an academy mentor which required the delivery of training and provision of ongoing support to new starters

• worked within the Adult Safeguarding team to provide a comprehensive range of business support services including executive support to the safeguarding lead• handled a wide range of safeguarding enquiries referred by internal and external stakeholders• arranged internal and multi-agency meetings, taking minutes and ensuring highly sensitive information was handled within strict confidentiality• supported with the induction, training and supervision of new business support officers to ensure individual and team performance objectives were met • initiated and developed good working partnerships with internal and external partners/professionals to provide a service which met the required standards

• collated and analysed data for the substance misuse team• checked and maintained the integrity of confidential patient data• worked together with substance misuse practitioners to ensure drug treatment data was submitted within strictly designated timelines • identified trends in drug and alcohol treatment data and prepared reports for senior substance misuse practitioners and probation managers• represented the organisation at multi-agency meetings to discuss the local implementation of the Government’s national drug and alcohol strategy

• managed a portfolio of customer accounts for an online media monitoring company• generated new business through a network of industry contacts• met with prospective clients to discuss and identify their online media monitoring needs• devised online media monitoring profiles tailored to the client’s needs and budget• maintained regular contact with clients to identify improvements to the service and negotiate increased budgets