Caroline Debono
Timperley,Trafford
Summary
Dedicated professional specializing in customer support, project management, and HSE management systems. Strong analytical skills and project coordination abilities ensure compliance with regulations and effective project execution. Exceptional interpersonal skills foster seamless communication and collaboration across teams. Committed to leveraging core competencies to drive organizational success and advance career goals.
Overview
23
23
years of professional experience
4039
4039
years of post-secondary education
1
1
Certification
Work history
Benefits Advisor
Trafford Carers Centre
Manchester
2023.10 - 2023.11
- Assisted carers in enhancing quality of life through financial support.
- Conducted benefits assessments and aided carers in completing necessary paperwork.
- Recognised support needs and connected clients to appropriate organisations for further assistance.
- Collaborated with multidisciplinary team members to provide comprehensive services to clients.
- Offered guidance on housing benefits applications for successful submissions.
- Implemented a tracking system to monitor progress of benefit claims.
- Maintained up-to-date knowledge of legislation changes, ensuring accurate advice given.
Adaption Officer
Trafford Council
Manchester
2023.01 - 2023.03
- Assisted in assessing applications for disabled grants funding.
- Conducted visits to clients in social, private, and owner-occupied housing.
- Liaised with contractors to ensure compliance with approved procedures, particularly concerning health and safety regulations.
- Helped clarify financial contributions and supported the completion of applications.
- Coordinated the compilation of costs in accordance with Disabled Facilities Grant procedures.
- Inspected work standards throughout projects and conducted final inspections.
- Collaborated with occupational therapists, surveyors, and architects.
- Provided customer service to improve overall visitor experience.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
- Handled sensitive information with discretion and professionalism.
Internet Sales Representative
Oxfam
Manchester
2022.10 - 2023.01
- Assisted in coordinating digital platform to enhance sales and support Oxfam values.
- Created and updated product descriptions and images with accuracy.
- Processed customer orders in an efficient manner.
- Engaged with customers via email and phone to improve their experience.
- Analysed sales data to uncover trends and identify popular products.
- Fostered relationships with key clients to support high retention rates.
- Provided exceptional customer service to encourage repeat business.
Intentional Peer Support (IPS)
Beyond Barriers CIC
Manchester
2018.01 - 2020.02
- Assisted in the establishment of intentional peer support (IPS) at Beyond Barriers.
- Supported programme implementation following a successful bid.
- Engaged with external stakeholders to deliver content relevant to probation officers in Rochdale and Oldham.
- Contributed to the development of a person-centred therapeutic community for fostering safe peer relationships.
- Helped colleagues to adopt IPS approaches within their practices.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Welfare Benefits Advisor
Great Places Housing Association
Manchester
2019.01 - 2019.09
- Facilitate training sessions for colleagues to enhance understanding of housing benefit and universal credit advice.
- Assist staff in identifying specific customer entitlements through comprehensive training on the benefits system.
- Provide budgeting and financial management training to empower colleagues in conducting effective payment reviews with customers.
- Boosted client understanding by explaining complex welfare benefits to them.
- Kept abreast of new legislation and regulations to maintain up-to-date knowledge base.
- Managed high caseload efficiently, guaranteeing timely completion of all tasks.
- Delivered top-notch advice on welfare rights, leading to improved client confidence.
Welfare Benefits Advisor and Financial Support Coordinator
Great Places Housing Group
Manchester
2015.06 - 2019.09
- Managed caseload of tenants facing complex welfare benefit and debt issues to help sustain tenancies.
- Assisted new tenants, especially vulnerable individuals, in navigating financial support requirements to maximise benefit entitlements.
- Created database and monitoring systems to track financial support team outputs and evaluate data effectively.
- Created personalised action plans for each client with an aim towards self-sufficiency.
- Conducted thorough assessments to identify eligibility for social security payments.
- Provided expert advice on welfare benefits, enhancing client understanding.
Financial Support Coordinator
Great Places Housing
Manchester
2015.06 - 2019.01
- Manage caseload of tenants facing complex welfare benefit and debt issues.
- Provide advice on budgeting and prioritising debts while facilitating referrals to specialist debt advice agencies.
- Assist tenants in completing necessary forms for loan applications and grant applications.
- Assisted in the preparation of annual budgets for more accurate planning.
- Addressed financial queries promptly, facilitating quick resolutions.
- Liaised effectively with auditors during annual audit periods, promoting smooth proceedings.
Health & Safety Project Officer
Places for People
Manchester
2014.04 - 2014.09
- Support identification of health and safety solutions addressing identified risks with guidance from the health and safety team.
- Assist in the development and implementation of a project plan alongside regional management.
- Collaborate with staff across levels from regional managers to site services personnel.
- Aid in developing processes to reduce risks, recommending suitable landscaping equipment and suppliers.
- Conduct noise and vibration training for managers and frontline staff.
- Make recommendations for best practices.
- Coordinate health surveillance organisation between HR, relevant regions, and external health providers to ensure compliance with legislation.
- Monitored financial expenditures of the project, ensured budget adherence.
- Managed project development by creating comprehensive plans and assigning tasks.
- Allocated resources efficiently, ensuring optimum use.
- Maintained open communications with all stakeholders.
Health & Safety Trainer
Places for People
Manchester
2013.05 - 2014.03
- Supported training of site service staff and contractors regarding health and safety obligations and fire safety legislation.
- Assisted in creation of training materials related to health and safety inspections and fire safety testing tasks.
- Facilitated on-site training sessions to clarify expectations and completion of relevant paperwork.
- Provided expert advice on health and safety matters to senior management teams.
- Reviewed company policies frequently for compliance with evolving HSE laws and regulations.
- Led the development of a user-friendly online platform for easy access to key health and safety resources.
Health and Safety Project Officer, Housing Officer, Rent Officer, Anti-Social Behaviour Officer, and Specialist Community Safety Officer
Places for People
Manchester
2001.01 - 2014.02
- Assisted with tenancy agreements and conducted inspections to ensure compliance.
- Provided advice on arrears and supported tenants with rental queries.
- Collaborated with management to develop health and safety strategies and policies.
- Conducted stakeholder meetings, improved understanding of project requirements.
- Organised meetings for efficient communication among team members.
- Completed comprehensive training programmes, enhanced skill set significantly.
- Managed project development by creating comprehensive plans and assigning tasks.
Health & Safety Officer
Places for People
2009.05 - 2013.05
- Carry out Health and Safety Inspection in building with Communal Areas, to establish that these areas were both Fire Safe and no Trip hazard in place. To report any deficiencies to relevant staff to adhere to our policy and ultimately make safe.
- Report any repairs to our Maintenance Team in line with required time scales, to follow up any outstanding repairs to completion.
- Meet and liaise with Fire Safety Officer when Fire Audit was necessary, to act on any enforcement action and follow through to completion, in conjunction with other areas of the business.
- Carry out Fire Risk Assessments and reviews in accordance with company policies, and ensure relevant paperwork was documented.
- Update and complete Regional Monthly Key Performance Report and liaise with relevant parts of the business to resolves problems identified.
Anti-Social Behaviour Officer/ Housing Officer
Places for People
2002.06 - 2009.05
- React to complaints made from customers within the company or private residents in terms of Noise Nuisance, or anything that deemed a nuisance to others.
- Conduct out visits to customers in their own Homes and establish the facts and take actions accordingly to produce a satisfactory conclusion.
- Report and liaise with external agents, i.e. Police, Probation, Social services, share of appropriate information and refer customers when deemed appropriate.
- Shortlist for suitable applicants from Housing waiting lists, reference check, and carry out home visits to establish suitability for Housing.
- Carry out estate walkabouts on dedicated patch, identifying any areas of weakness, i.e. Poor landscaping, neighbourhood improvements, residents meetings, and Major works.
- Manage customers rent accounts, liaise with external agents to ensure all relevant benefits are being paid in accordance with Welfare reform regulations. To signpost to relevant organisations for any additional support where appropriate. To visit customers in their homes to come up with acceptable payment plans, when necessary to prepare court papers and attend Court hearing as the company representative, to engage in discussions with customers solicitors, and appointed representatives.
Customer Service/ Admin Officer
Places for People
2001.03 - 2002.06
- Answering the phone to customers of the organisation, taking messages for other Team members, who were unavailable to take the call, or may have been out of the office. Ensuring that the messages are relayed in the most appropriate manner depending on the nature of the call and urgency, this may be that a call would be made to the relevant Team member to advice of the nature of incident.
- Inputting of Housing applications/ updating accordingly, contacting applicants where information was missing or incorrect.
- Carry out mail merges as requested from members of the team, or the management team.
- Raising repairs to relevant contractors, and follow through to completion. Advise customers of progression.
Education
Housing Benefit Annual Update - undefined
Housing Systems Welfare Reform
Mental Health Counselling -
Greater Manchester Mental Health Pass
2017.01 - 2018.01
Recovery Star - undefined
Greater Manchester Mental Health
Welfare Benefits Training - undefined
Housing Systems Ltd
Mindfulness and Mental Health Counselling - undefined
Recovery Academy
Compassion Focused Therapy and Mental Health Counselling - undefined
Recovery Academy
National General Certificate in Occupational Health and Safety - undefined
Rospa
Fire Prevention and Safety Technology/Technician - undefined
Rospa
Controlling Workplace Hazards Management of Health and Safety Practical Application - undefined
Rospa
Intentional Peer Support -
Greater Manchester Mental Health Pass
Mental Health Counselling -
TDAS Mental Health
Skills
- Customer Support
- Project Management
- Analytical Skills
- Project Coordination
- HSE Management Systems
- Project Support
- Compliance Regulations
- Interpersonal Skills
Certification
NEBOSH (National General Certificate in Occupational Health and Safety) Present
Volunteer
Internet Sales Representative, Oxfam, 2022-10-01, 2023-01-01, Creating and updating accurate product descriptions and images, Processes customer orders, Engaging with customers both via email and phone, and to create a meaningful customer experience., Analysing sales data to identify trends and most popular products.
References
References available on request
Additional information
- IT Skills
- Open Housing Northgate
- Business bespoke applications MS Applications
- Axis Citrix
- Open Housing
- Intentional Peer Support Core Training
- Understanding Emotions for Healthy Relationships
- Compassion Focused Therapy
- Mindfulness
- Recovery Star
- Welfare Reform Training
- Level 1 Counselling Course
- TDAS Domestic Abuse Training
- Mindfulness Skills
- Adult MHFA half day mental health Aware
- Basic DBS Certificate February 2020
- Enhanced DBS Certificate December 2018
Timeline
Benefits Advisor
Trafford Carers Centre
2023.10 - 2023.11
Adaption Officer
Trafford Council
2023.01 - 2023.03
Internet Sales Representative
Oxfam
2022.10 - 2023.01
Welfare Benefits Advisor
Great Places Housing Association
2019.01 - 2019.09
Intentional Peer Support (IPS)
Beyond Barriers CIC
2018.01 - 2020.02
Mental Health Counselling -
Greater Manchester Mental Health Pass
2017.01 - 2018.01
Welfare Benefits Advisor and Financial Support Coordinator
Great Places Housing Group
2015.06 - 2019.09
Financial Support Coordinator
Great Places Housing
2015.06 - 2019.01
Health & Safety Project Officer
Places for People
2014.04 - 2014.09
Health & Safety Trainer
Places for People
2013.05 - 2014.03
Health & Safety Officer
Places for People
2009.05 - 2013.05
Anti-Social Behaviour Officer/ Housing Officer
Places for People
2002.06 - 2009.05
Customer Service/ Admin Officer
Places for People
2001.03 - 2002.06
Health and Safety Project Officer, Housing Officer, Rent Officer, Anti-Social Behaviour Officer, and Specialist Community Safety Officer
Places for People
2001.01 - 2014.02
Housing Benefit Annual Update - undefined
Housing Systems Welfare Reform
Recovery Star - undefined
Greater Manchester Mental Health
Welfare Benefits Training - undefined
Housing Systems Ltd
Mindfulness and Mental Health Counselling - undefined
Recovery Academy
Compassion Focused Therapy and Mental Health Counselling - undefined
Recovery Academy
National General Certificate in Occupational Health and Safety - undefined
Rospa
Fire Prevention and Safety Technology/Technician - undefined
Rospa
Controlling Workplace Hazards Management of Health and Safety Practical Application - undefined
Rospa
Intentional Peer Support -
Greater Manchester Mental Health Pass
Mental Health Counselling -
TDAS Mental Health