Nicola Waite Email & Phone Number

Walsall, England, United Kingdom

As Resilient Communities Programme Manager I manage whg’s Resilient Communities programme.working to improve the resilience of whg customers by developing and overseeing a programme of events and engagement activities in our most disadvantaged communities. Line managing a team of community champions with lived experience to engage, support and coach customers on their journey to manage their health and wellbeing and overcome barriers.Utilising the partnership relationships within Walsall Together, Statutory services and the Community and Voluntary sector to co design services with customers to meet their needs. I am responsible for staff wellbeing, development and all areas of line management. I oversee staff expenses and ensure services operate within departmental budgets and that governance processes are followed at all times. Implementing and Embedding service changes where needed to meet KPI targets. I attend a number of partnership meetings across place based levels and work to influence and shape services which reflects the voice of the communities my team serve.

Birmingham, England, United Kingdom

Managing a supported housing team assisting to prioritise and embed best practice and person centred support across the organisation. Developing capability across the support team and planning a programme of learning and development for the staff team. Being responsible for line management, one to one supervision and case management reviews.Undertaking quality assurance work by completing audits and overseeing support auditors in the business. Overseeing and implementing innovative solutions for continuous improvements.Carrying out H&S risk assessments, being responsible for safeguarding and staff wellbeing.Maintaining oversight of petty cash processes and staff expenses and approving and managing budgets in line with approval from operational director.Responsibility to form part of the on call duty rota providing out of hours support to staff and residents.This role also required me to form part of the Senior Leadership Team, attend board meetings and support in implementing new business change decisions. The role saw me undertake a decommissioning responsibility in which a housing assessment and rehousing programme was embedded. Taking the lead in addressing any customer dissatisfaction and supporting the support team to embed new practice during this time.

Overseeing and managing a cohort of participants referred to the Work and Health Programme via DWP who may have disabilities or long term health conditions and barriers to employment. I am responsible for ensuring contractual participant job entry targets are met on a monthly basis and case management compliance against the contractual obligations.I Lead performance case conferences and manage relationships with key stakeholders, partner organisations and support services I also have a responsibility for awarding expenses and ensuring that financial processes to support participants on the journey to employment are followed in line with company procedures.The role is varied and has wide partnership scope and I co-ordinate a number of volunteers and specialist supply chain partners to effectively support a participant through their journey on programme.I also act as single point of contact for 2 jobcentres within the region allowing work coaches and partners to contact me regarding referrals, client partnership working, the client journey and ensuring a joined up collaborative approach is maintained between Shaw Trust and Jobcentre Plus work coaches and Disability Employment Advisors.

I was responsible for directly line managing the No Wrong Door (NWD) Navigators which form part of the No Wrong Door Network in Birmingham. This is a multi-agency network who work with clients who have multiple and complex needs. The service supports especially vulnerable clients to navigate the services to support them with their complex needs, with the aim set to increase service engagement and contribute towards long-term positive outcomes NWD navigator service primarily supports clients who have multiple disadvantage. As the Team Leader I was responsible for screening and allocating referrals to staff and working with the Service Manager to develop a person centred and co-produced service that supports the wider NWD Network. I was also responsible to help identifying gaps in provision and examples of positive and negative practice in service delivery in the city working with our system change development team to lead to positive change in the services within the City.As a Team Leader I form part of the senior leadership team within Shelter's Birmingham hub and help guide and reinforce the vision of Shelter within the wider community engaging with key stakeholders and partners to meet the needs of the business.Proficient and skilled in all areas of caseload management, appraisals, one to one's and recruitment the role saw me focus on ensuring KPI targets were reached. In addition to these duties I was responsible for monthly and quarterly returns of data/reporting and attending contract review meetings with the commissioner.

Embedding the new service into BirminghamFacilitating and designing processes Developing partner relationships Engaging in a multi disciplinary team Sourcing Funding and grants for individuals based on personal needs and preferenceMotivational coaching, support and advice for a small group of Housing First customers who will be single people or childless couples who are rough sleeping, homeless or at imminent risk of rough sleeping. They may present as challenging and difficult and are likely to have multiple and complex needs, which makes finding, securing and maintaining accommodation impossible or extremely difficult. I have been able to engage with customers who have a history of disengaging from services, using a variety of techniques and approaches to build a relationship and develop an action plan. The overall aim is to put customers’ needs first in helping them to reach their personalised goals, make informed decisions, and achieve a greater level of stability and independence.

Birmingham, United Kingdom

As a Services Navigator, I have been responsible for helping vulnerable clients with two or more complex needs (homelessness, offending, mental health or substance use) to access the services they need. I also help alongside the Team Leader and Service Manager to develop a person centred and co-produced service that in turn helps the NWD Network to coordinate person-centred support. This service looks to increase service engagement and contribute towards long-term positive outcomes and building relationships with a varied caseload of people. Part of the role has involved identifying services outside the network that might also be relevant to clients and helping them to access those services, again assisting to re-intergrate the client into support services that they need to meet there needs.

Working with a caseload of clients who had enduring mental health needs to develop personal skills. I was responsible for motivating, engaging and safeguarding clients to meet the needs of there care plan.I would assist clients with physical and mental health needs. Within this role I was a trained member of staff who would dispense medication and complete medical mars sheets to comply with requirements. I ensured that clients followed there daily planners attending college, education or activities as clients required and I would look to support them to these events if required. I would keep daily log sheets and complete staff handovers as clients were supported 24 hours a day ensuring the next shift were briefed in any incidents/concerns and to ensure there was a consistenty for clients.

During this role I worked in the local authorities supported housing team, working with clients who had made homeless applications and required temporary accommodation. I was responsible for;* Managing any rent arrears and service charges that may accrue on accounts.* Providing support and advice to clients if they were having problems paying rent.* Take action when rent had not been paid following the rent procedures and following court eviction process if no resolution could be made.* Provide general money and welfare advice. * Conducting Home Visits to identify, investigate and support vulnerable homeless clients to sustain there tenancies. * assistance to complete Housing Benefit processes and follow up if changes of circumstances had occurred to maximise the authorities income. * Ensuring that the terms of the tenancy are understood and followed* Investigate tenancy fraud working alongside Housing Benefit officers * Investigating neighbour disputes or other cases of nuisance or anti-social behaviour* Identifying repairs and investigating complaints * Identifying third party support for when required linking in support services as needed. * Providing advice on legal action.*Ensuring Properties were ready to let*Completing exit inspections* co-ordinating the letting process and arranging repairs*prioritising referrals for accommodation by homeless status*linking in with homeless officers on specific cases informing child and adult services where required.*assessing and processing crisis support and discretionary housing payments

I worked within temporary accommodation hostels providing housing related support and advice to clients who were homeless and accommodated by the local authority. The role saw me complete needs assessments, risk management plans and action plans using the outcome star and support plan tools. I would have an allocated caseload of clients and provide one to one support to identify and meet there needs.I was responsible for ensuring the project was secure and would control access to the site safeguarding vulnerable clients. I would help clients to work towards Independant accommodation. I would give hands on and practical Housing Related Support to clients to help them to maintain there accommodation and prevent repeat homelessness.