DAISY BUDGEN

• Currently holding a multi-faceted role; confidently catering to individual need; coversing with a wide range of audiences; liaising with external agencies; completing administrative duties and managing a team of 10.
• Providing enhanced customer service; creating a welcoming environment; actively listening and maintaining a positive can-do attitude.
• Thriving in a team environment; working closely with others; fostering collaborative working; supervising a mixed team; keeping an open communication pathway; ensuring understanding of tasks and responsibilities.
• Demonstrating trustworthiness, working with minimal supervision, holding keys to the store and handling store finances.
• Adhering to confidentiality and GDPR when handling staff records and data.
• Completing administrative tasks for the whole team including: accurate record-keeping; inventory management; meeting co-ordination for effective communication; collating customer feedback; preparing comprehensive reports; implementing filing systems and answering email and phone communications in a timely and effective manner.

• Held a multi-faceted role
• Handling incoming referrals
• holding a large complex case load
• those in crisis
• Fast paced environment
• Gender empowerment network
• Handled incoming
• Regularly handled incoming enquiries and referrals via telephone; accurately recorded referral information such as contact details, characteristics and details of the crime. Completed assessments via phone to determine level of support and triage cases.
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• Making timely contact with referrals from the police, other agencies.
• Undertook effective need and risk assessments of the victim and circumstances assessing; individual level of need, options for support, identifying additional services and managing any risk.
• While studying for my masters, organisation and dedication to cause.
• Maintained a large and complex caseload of 45, supervised a team of volunteers, and acted as safeguarding, vulnerable persons, anti-social behaviour, hate crime, and IT systems lead.
• Historic deomestic sexual, stalking,
• Effectively managed varying responsibilities and organised and co-ordinated a large caseload by using my diary, daily reminders and setting priorities according to urgency, importance and impact. Kept track of progress of many issues simultaneously.
• Proactively answered phone queries, and utilised Victim Support's IT systems to obtain information, update communications and record case progress.
• Built strong multi-agency partnerships with governmental agencies and authorities, including Swindon Council Housing. Collaborated at community engagement events, to determine and address housing and residential issues. Advocacy for moving, support letters to encourage higher banding.
• Passion for helping women extended to GNDER EMPOWERMENT network, run 16 days of activism, blah balh balh

DASH, SARC, FIRST LIGHT, FEAR FREE/FEARLESS.

Attending court, working with the witness service.

Joint police visits.

• Held a large, mixed caseload of individuals, their families and communities impacted by hate crime (those targeted for their race, religion, disability, sexuality or gender identity) as well as more complex crimes such as modern day slavery, stalking and county lines victims.
• Delivered all casework at a level matching the person's skills and strengths. For example, using language line, translated and easy read documents, large font, BSL interpreters, communicating through carers, picture cards etc.
• As Complex Case Lead, I supported vulnerable cases, those with complex disabilities, significant trauma and issues arising from seeking asylum and refuge. Worked closely with Swindon and Wiltshire social care teams to safeguard these cases, when it was identified them or their families were experiencing or at risk of abuse and neglect, and wanted external involvement or it was in their best interest.
• Led group support of up to 10 service users, online and in person, exploring recovery, coping techniques, navigating the CJS.
• Strong multi-agency working with a range of external partners, statutory agencies and other third sector organisations for integrated efforts towards common goals.
• Advocating for cases at council meetings, strategy meetings, MASH, MARAC, police tasking, mental health forums (Avon and Wiltshire Mental Health Partnership), Swindon and Wiltshire ASBRAC (high level anti-social behaviour). Collaborating cross-functionally to find amicable solutions to concerning problems.
• Utilised the secure online case management system NGCM; contributed to monitoring and reporting through accurate data input, flagging key characteristics and extracting information; inputted and transmitted using the right level of classification in electronic mail, diaries, spreadsheets. When sharing data externally ensuring consent to abide by GDPR.

• Managed a small caseload, providing confidential, independent phone support for victims and families of all crime types from the point of the crime and onwards throughout the Criminal Justice System.
• Adapted support based on individual need, recognising past and current experience impacted service users response to support, needs evolved and changed and progress was not always linear.
• Provided client-led emotional support: giving a safe space for service users to voice worries and emotions; interactive guides on coping strategies, information on SilverCloud (self-led online therapy)and signposting to further support such as MIND, Wiltshire or Swindon Talking Therapies (formerly IAPT or LIFT).
• Offered practical support; safety plans to minimise risk of future harm; safety items; informing victims of their rights under VCOP; advice around CICA; advocacy to police, CPS, housing associations and local councils and signposting for legal advice e.g. Wiltshire Law Centre, Citizens Advice.
• Completed and updated onoging support plans and detailed case notes, stored them using encrypted case files and sent using the secure email system Egress to adhere to confidentiality and GDPR regulations.

• Acted as the first point of contact for customers, other agencies and professionals in person, via telephone and email.
• My role included; answering a high volume of incoming calls and emails, answering initial queries, establishing open communication with customers, assisting customers access necessary resources, providing information in line with company policy, signposting to appropriate services and liaising with partnering agencies.
• Showed competent IT and administrative skills, using programmes such as Microsoft Office and the booking system Profit to manage customer records, maintain online comprehensive and accurate documentation and implement efficient scheduling.
• Working as a Senior Receptionist as well as being a University Student, shows my time management skills and the ability to organise a high workload.
• This role helped develop skills such as communication, listening, online system management, and organisation which can be applied when working as a SPOC for the You Trust.