Responsible for leading re-write and restructure of adult social care pages in 2012, and then working on continuous improvement of content. Developed an Easy Read section aimed primarily at adults with learning disabilities. Ensuring that all written information: web, leaflets, factsheets and letters were clear, jargon-free and accessible.I managed the development and implementation of HCC’s online meals on wheels application and online self-referral tool. Both developments have made a significant impact on the council’s channel shift programme.Re-wrote and restructured web content and new leaflets and factsheets in line with the requirements of the Care Act 2014. Since October 2014 I have been involved in supporting the complete redesign of the council’s website, including working with service users on their requirements and advising the web team on the social care system within HCC.I was the adult social care lead for the outsourced HCC Customer Service Centre, providing training for new staff, refresher training, query resolution and briefings. I was also responsible for managing performance and providing solutions to difficult call-handling situations as well as ensuring the centre adds value for callers.

Responsible for communication plan for older people's accommodation programme. Developed communications including web content, leaflets and press releases. Developed and delivered training for frontline stakeholders. Supported programme team at events. Developed templates for providers to use for their publicity. Consulted with older people on plans in their area. Prepared speeches and presentations.

Updating webpages for adult social care, writing articles, web content and factsheets.

Lectured in English GCSE, Communications and Basic English

Induction for all staff. Specialist induction for telephone advisers. New process and procedure training, customer service skills training. Basic computer skills training.