Dee Kieran Email & Phone Number

Taking the learning from a five-year early action system change programme, Midlothian Community Planning Partners are working together to strengthen earlier and preventative mental health and wellbeing approaches, to enable more timely and appropriate support for children and young people. I am driven by the desire to improve the lives of people in.

I work with Community Planning Partners in Midlothian as the GIRFEC Lead Officer (Getting it Right for Every Child), transforming ideas into constructive, tangible projects that deliver sustainable change.

Taking a 'whole system' approach, I managed projects for Midlothian Council, delivering sustainable changes that have a positive impact on local communities and on the organisation.

Midlothian

Everyone has the right to good mental health. There are no exceptions. The Midlothian Early Action Partnership (MEAP) programme involved trying out new ideas on effective, early action. We want to change our system so that children, young people and young adults get the best possible mental health support and have the resilience to deal with life’s.

I managed a number of IT-based projects, including the implementation of a new public-facing website for S&N Pub Company, Heineken UK's leased pub division (see www.snpubs.co.uk).

• I gained valuable experience working with organisations in the private, public and third sectors, including:
• Scottish Government
• Lifelong Learning UK
• RSPCA
• EDF Energy
• Electricity North West

I managed a team to successfully transfer customer contact processes to an out-sourcing company based in India. I established best tools and support available to meet the out-sourcing company’s requirements and to achieve their contractual and KPI obligations. Our team received a company Managing Director’s Award for successful project completion.

I managed a major project to replace an e-contact workflow tool, managing up to 20,000 customer contacts per week. I ensured a ‘best value at lowest cost’ workflow tool was developed and delivered on target.I delivered a project to reduce costs related to emergency gas wind-on process, resulting in cost benefits in the region of £350,000K per annum.

I led a great team of Analysts to significantly reduce the levels of unnecessary repeats calls from customers. We increased customer and employee satisfaction through improving primary operational business processes.

I was responsible for the performance of a team of 20 Customer Service Advisors within an Edinburgh Contact Centre. I motivated the team to provide a world-class service through coaching and development. As a team we improved sales performance by 25% making us a top performing team. Scoring the highest Team Manager results in the annual office ‘Employee.

I designed and delivered training courses on company induction, policies and procedures. I also delivered external training courses on a consultancy basis.

Master Of Science Degree, Social Policy

Ba (Honours), Communication With Psychology