- going to the gym
- walking
- cooking
- movies and music
- part time DJ
- socialising
barry john mcnea
civil servant
liverpool,merseyside
Summary
Experienced Case Manager specializing in client advocacy and crisis intervention. Delivers tailored support plans that improve client outcomes while managing complex cases. Skilled in developing individualized care plans, coordinating resources, and fostering strong relationships with clients, families, and service providers. Committed to continuous process improvement and mentoring junior case managers to enhance service quality.
Overview
34
34
years of professional experience
Work History
Case Manager
Department For Work & Pensions
liverpool, merseyside
05.2022 - 02.2026
- Defined clear mission and vision to provide direction and purpose for organisation, supporting overall business plan.
- Built and maintained relationships with local authorities to understand impact of policies.
- Educated and guided customers through product use, providing real-time instruction and support.
- Implemented evidence-based practices, continuously improving case management processes.
- Managed all case aspects, drafting service plans, reviewing progress, and facilitating case closures effectively.
- Kept all case notes, information and client details stored on company systems for organisational and legal purposes.
- Advocated for clients, ensuring their rights and preferences were upheld throughout the care process.
- Assessed client needs comprehensively to create tailored support plans that addressed individual circumstances.
- Advocated on behalf of clients, negotiating with service providers to secure essential support.
- Liaised with colleagues within operations teams to sustain open, effective communication.
- Managed caseloads efficiently, prioritising urgent cases to optimise client outcomes.
- Provided crisis intervention services, offering immediate support in emergency situations.
- Maintained thorough case history records and wrote detailed reports outlining observations, diagnoses and treatment plans.
- Consulted with psychiatrists about client medication changes, issues with medicine compliance and efficacy of medications.
- Supported vulnerable individuals in sustaining tenancy through high-quality, person-centred and outcome-focused service.
- Identified, assessed and reduced risks of vulnerable populations whilst motivating clients to engage positively with custodial regimes.
- Offered guidance and supervision to junior case managers, enhancing team competency.
- Prepared detailed reports for stakeholders, providing insights into case management effectiveness.
- Reduced unnecessary risk of institutional care by treating high-risk clients living in community.
- Delivered client-focused interventions, addressing both immediate and long-term needs.
- Reached out and contacted medical professionals internationally to gain medical updates on patients' conditions.
- Conducted consultations with clients to obtain understanding of requirements and service needs.
- Monitored client progress closely, adjusting support plans in response to changing needs.
- Proactively interacted with patients to keep track of client progress and obtain satisfaction.
- Collaborated with multidisciplinary teams, contributing to holistic care approaches.
- Engaged in professional development activities to stay abreast of best practices in case management.
- Developed prevention and intervention programmes with community-specific approach.
- Conducted risk assessments, minimising potential harm to clients and the broader community.
- Carried out all casework following relevant legislation, healthcare best practices and internal procedures.
- Advocated for clients or client groups to community and lobbied for changes.
- Worked with various cases, such as long-term care, mental health, substance abuse and geriatric care.
- Provided correct clinical judgements when dealing with assistance escalations to achieve optimal outcomes.
- Developed strong relationships with clients, building trust and enhancing service delivery.
- Involved in submitting new change ideas to teams for process improvements to promote increased quality of services.
- Organised assistance through direct or outside referrals to help clients through ongoing or crisis situations.
- Dealt with casework across various processes such as Stage 2 Disputes, Ex-Gratia requests and High Profile complaints utilising de-escalation skills and professional mannerisms.
- Conducted individual and family interviews to assess situations and determine situations required.
- Analysed case outcomes, identifying trends to inform future service improvements.
- Negotiated care packages, ensuring clients received appropriate and cost-effective support.
- Assisted prison, probation and parole professionals with determining correct action for individual offender cases.
- Worked with wide variety of vulnerable people, including chronically ill, elderly, children and those going through physical rehabilitation.
- Directed emergency response in crisis situations to diffuse tensions and prevent violence.
- Liaised with healthcare professionals and social services to coordinate client care effectively.
Deputy Team Leader
Department For Work & Pensions
liverpool, merseyside
04.1999 - 05.2022
- Led a team of 15, fostering a collaborative environment to boost productivity and morale.
- Monitored team performance, identified improvement areas, and implemented corrective actions to enhance overall effectiveness.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Facilitated regular team meetings to discuss progress and obstacles, encouraging collaborative problem-solving to achieve team goals.
- Resolved conflicts within the team amicably, maintaining harmony and collaboration.
- Liaised between management and staff, advocating for team needs and resources.
- Managed conflict resolution within the team, mediating disputes and fostering a positive work environment.
- Integrated process improvements to optimise overall workflow and efficiency.
- Championed a customer-focused approach, leading to a significant improvement in client satisfaction scores.
- Cultivated supportive, positive relationships with employees, fostering a helpful work environment that contributed to team cohesion.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Set monthly KPIs and tracked performance against objectives to monitor an optimise sales strategies.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Monitored team performance by conducting observations and tracking key metrics.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Analysed data to identify trends, making informed decisions to optimise team output.
- Delivered quality service with friendly and professional demeanour.
- Monitored service delivery and intervened proactively to correct problems.
- Offered constructive feedback to employees in response to quality assurance measures.
- Cultivated a culture of continuous improvement, encouraging feedback and innovative ideas.
- Fulfilled business obligations ahead of set deadlines and following terms of agreements.
- Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
- Resolved complex customer enquiries, disputes and complaints.
- Conducted outbound calls to clients and leads to share company offerings and generate sales.
case worker
Department For Work & Pensions
liverpool, merseyside
04.1999 - 05.2022
- Used excellent interpersonal and relationship-building skills to communicate professionally with members of the public, civil servants and legal officials.
- Delivered exceptional customer service, addressing enquiries and resolving issues in a timely manner.
- Managed internal and external communications, fostering relationships across service levels to enhance collaboration.
- Identified potential threats and risks, formulating responses to mitigate issues and ensure safety.
- Consulted with stakeholders and programme administrators to assess policy needs, driving alignment with organisational objectives.
- Provided policy direction and advice to personnel, seeking regularly updating and training opportunities.
- Supervised junior personnel, providing mentorship and guidance to support their professional development.
- Trained and recruited new personnel, advising on other ranks and preparing for promotion.
- Maintained detailed records of personnel performance, contributing to accurate evaluations and promotions.
- Maintained accurate records of income and expenditure, updating software and filing systems.
- Processed customer payments accurately and efficiently for smooth running department finances.
- Administered financial transactions, including expense claims and budget tracking, to uphold fiscal accuracy.
- Escalated complex issues and queries to senior officers for swift resolution and positive customer outcomes.
- Coordinated with other units to organise large-scale exercises, developing strategic planning and execution skills.
- Participated in strategic exercises, applying theoretical knowledge to practical scenarios for improved decision-making.
- Analysed intelligence data to assist in operational planning and threat assessment.
- Analysed existing legislation to identify out-of-date provisions.
- Drafted a variety of documents, including reports, briefings, and letters, ensuring clarity and conciseness.
- Developed and implemented operations procedures and guidelines to guarantee solid profit margins.
- Developed team skills to reach high levels of competence and readiness.
- Negotiated with representatives, maintaining trusted rapport and demonstrating intercultural awareness.
- Aligned internal policy with user needs to achieve maximum impact.
- Reported safety concerns and breaches, taking action to reduce and mitigate risks.
- Processed a high volume of email correspondence, prioritising urgent matters to maintain organisational efficiency.
- Managed day-to-day administrative duties, including filing, photocopying and document processing.
- Updated computerised and physical records with precision and care for faultless levels of administrative accuracy.
- Operated specialised equipment under challenging conditions, demonstrating technical proficiency and adaptability.
- Provided project coordination support to key work programmes.
Administrative Assistant
Department For Work & Pensions
liverpool, merseyside
03.1992 - 04.1999
- Maintained filing systems, both electronic and paper-based, ensuring quick retrieval of documents.
- Maintained organised and updated file systems for easy staff use.
- Supported staff with clerical tasks for well-maintained office administration.
- Photocopied and printed documents for office staff to ensure efficient workflow.
- Entered and verified computer data to create reliable records.
- Sorted and distributed incoming mail and communications to ensure timely delivery to staff.
- Provided administrative support during audits, compiling necessary documentation and reports.
- Assisted in implementing new office procedures to streamline workflows and enhance operational efficiency.
- Harnessed prioritisation, organisation and multi-tasking skills and tools in handling multiple tasks, amplifying productivity.
- Drafted correspondence and prepared reports to facilitate clear communication and support team objectives.
- Liaised with IT department to resolve technical issues, minimising downtime and disruptions.
- Operated switchboard and directed calls to appropriate staff members, ensuring professional first impressions.
- Guided individuals in finding the appropriate personnel or resources for various concerns.
- Classified and coded documents for easy staff access and retrieval.
- Recorded stock movement for up-to-date inventory documentation.
- Learnt practical skills and techniques by shadowing senior staff to understand organisation's operations, policies and procedures.
- Expedited work completion by coordinating internal and external resources to fulfil organisational goals.
- Managed information on company databases for different organisational activities to track history and safeguard accurate information.
- Negotiated with suppliers to obtain competitive pricing for office services and goods, optimising resource allocation.
- Listened to oral instructions or correspondence and transcribed information, formatting documents to suit purposes.
- Observed set rules and regulations in completing duties, resulting in high-quality and standardised work.
- Planned office events by reserving venues, communicating schedules and coordinating setup.
Education
btec - finance and technology
Southport collage
Southport, SFT1989
Skills
- Case management
- Crisis intervention
- Risk assessment
- Client advocacy
- Customer relationship management
- Conflict resolution
- Performance evaluation
- Documentation management
- Team leadership
- Stakeholder engagement
- Data analysis
- Process improvement
- Compliance adherence
- Communication skills
- Complex case handling
- Case documentation
- Empathetic listening
- Case assessments
- Assertiveness
- Self-awareness
- Data protection compliance
- Interpersonal skills
- Mental health support planning
- Crisis consultation
- Suicide risk assessment
- Interpersonal sensitivity
- Confidentiality
- Non-Violent communication
- Disability support planning
- Patient assessment
- Case closure management
- Motivational interviewing
- Positive attitude
- Customer service excellence
- Customer Service
- Time-management
- Decision making
- Active listening
- Effective communication
- Customer engagement
- Report-writing
- Client assessment
- Communication proficiency
- Time efficiency
- Health and Safety Compliance
Interests
Accomplishments
- Recognised by management for my communication behaviours, leading to a reduction in customer complaints.
Timeline
Case Manager
Department For Work & Pensions
05.2022 - 02.2026
Deputy Team Leader
Department For Work & Pensions
04.1999 - 05.2022
case worker
Department For Work & Pensions
04.1999 - 05.2022
Administrative Assistant
Department For Work & Pensions
03.1992 - 04.1999
btec - finance and technology
Southport collage