Microsoft Project, Agile tools, - Git/GitHub for version control and collaboration- Kali Linux, Metasploit, Burp Suite, Nmap - Wireshark for network analysis - Nessus or OpenVAS for vulnerability scanning, like Jira, Trello, Asana, Microsoft Office Suite, Power BI,
Francis Babatunde Falol
Mental Health Support Worker
Eastbourne
Summary
Certified Project Management professional with dual qualifications in PRINCE2 and AgilePM, complemented by an MSc in Project Management and ongoing PMP preparation. Currently serving as Medication Lead and Positive Behaviour Support (PBS) Lead at Accordia Care, overseeing audits, compliance, staff training, and behaviour support planning. Skilled in stakeholder engagement, sponsor‑ready documentation, and cross‑functional team leadership across healthcare and project environments. Passionate about driving service improvement, safeguarding, and transformation projects that enhance patient outcomes while meeting regulatory and sponsor requirements. Mental health professional with strong background in providing compassionate support and care. Skilled in crisis intervention, counseling, and developing personalized care plans. Excellent team collaborator, adaptable to changing needs, and consistently reliable. Known for empathetic communication, problem-solving abilities, and maintaining patient-centered approach.
Overview
14
14
years of professional experience
4
4
Certifications
Work History
Mental Health Support Worker – Complex Care
Accordia Health Care
11.2024 - Current
- Oversaw medication governance, MAR chart assurance, and controlled drug counts, ensuring compliance with CQC standards.
- Conducted regular audits and implemented corrective actions to strengthen sponsor-friendly compliance.
- Delivered staff training on medication safety, PBS strategies, and safeguarding protocols.
- Led PBS planning and behavioural support interventions, reducing incidents of challenging behaviour.
- Collaborated with multidisciplinary teams to align care plans with sponsor-friendly documentation and regulatory requirements.
- Impact: Improved audit compliance scores, reduced medication errors, and enhanced staff confidence in PBS delivery.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- impact: Delivered IT projects using both Waterfall and Agile methodologies, achieving 100% milestone completion and improving task turnaround by 25% through sprint‑based delivery.Enhanced stakeholder engagement by 30% via Agile sprint reviews and retrospectives, ensuring stronger collaboration and satisfaction.
Support Worker – Autism & Asperger Services
SDR Group
08.2024 - 11.2024
- Delivered personalised care tailored to individuals with autism and Asperger’s, focusing on emotional wellbeing, independence, and daily living skills.
- Applied structured behavioural strategies, including Positive Behaviour Support (PBS), to reduce challenging behaviours and promote sponsor-friendly compliance.
- Collaborated with healthcare professionals, therapists, and family members to align service planning with individual care goals.
- Supported communication development using visual aids, social stories, and adaptive tools to enhance engagement.
- Facilitated community integration activities, encouraging social interaction and confidence-building.
- Recorded sensitive data, incident reports, and progress notes with accuracy, ensuring adherence to CQC and safeguarding policies.
- Contributed to multidisciplinary reviews, providing sponsor-friendly documentation and evidence for audits and compliance checks.
- Impact: Delivered person‑centred care by supporting 30+ service users, improving documentation accuracy by 35%, increasing independent living outcomes by 20%, and boosting team efficiency by 30% through training and digital care tools.
Health Care Assistant / Support Worker (Agency Staff)
CareStaff24
01.2024 - 11.2024
- Provided frontline support to vulnerable adults with complex needs as an agency staff member, adapting quickly to varied care environments.
- Assisted with daily living activities including personal care, meal preparation, cleaning, and household support to maintain dignity and wellbeing.
- Supported multidisciplinary interventions and recovery plans under the guidance of permanent staff and clinical teams.
- Applied PMVA de-escalation techniques to manage crises safely and respectfully.
- Maintained accurate shift logs, incident reports, and sponsor-friendly documentation in line with CQC standards.
- Developed early experience in safeguarding, infection control, and person-centred care, laying the foundation for progression into permanent care and leadership roles.
- Impact: Provided frontline support to vulnerable adults with complex needs, delivering person‑centred care across varied environments, improving wellbeing through daily living assistance, ensuring safety with PMVA de‑escalation, maintaining 100% compliance with CQC standards, and building early expertise in safeguarding and infection control to lay the foundation for future leadership roles.
Support Worker (Agency Placements)
Onpoint Care Recruitment
12.2023 - 11.2024
- Delivered person-centred care across multiple short-term placements, adapting quickly to varied client needs and environments.
- Supported individuals with diverse behavioural and safeguarding requirements, ensuring safety and dignity in fast-changing settings.
- Responded to urgent staffing requests, providing immediate cover and continuity of care in high-pressure situations.
- Maintained sponsor-friendly documentation including incident logs, MAR chart entries, and daily reports to meet CQC standards.
- Collaborated with permanent staff teams to integrate seamlessly into care routines and uphold service quality.
- Gained broad exposure to different care models and compliance frameworks, building a strong foundation for later leadership roles.
- Impact: Delivered person‑centred care across multiple short‑term placements, ensuring 100% compliance with CQC standards, providing immediate cover to maintain continuity of care in urgent staffing situations, safeguarding diverse client needs with dignity, and strengthening service quality through seamless collaboration with permanent teams.
Project Coordinator
Babsfalol International Ltd
07.2020 - 10.2023
- Directed multi-phase projects from initiation to completion, coordinating cross-functional teams across operations, finance, and community stakeholders.
- Designed and maintained comprehensive project documentation, timelines, and sponsor-friendly compliance records to support audits and reporting.
- Delivered a flagship community development project ahead of schedule and under budget, achieving measurable impact in local infrastructure and service delivery.
- Produced detailed reports, dashboards, and sponsor-ready presentations to inform executive decision-making and secure stakeholder buy-in.
- Facilitated stakeholder engagement meetings, ensuring alignment between business objectives, community needs, and sponsor requirements.
- Implemented risk management frameworks and contingency planning, reducing project delays and safeguarding compliance outcomes.
- Mentored junior staff in project coordination, documentation standards, and sponsor-friendly communication practices.
- Impact: Strengthened organizational reputation for reliability and compliance, positioning the company for future sponsor-funded initiatives.
- Impact: Directed multi‑phase projects with budgets exceeding £1M, delivering a flagship community development initiative 3 months ahead of schedule and 12% under budget; coordinated cross‑functional teams of 20+ staff and stakeholders, reducing project delays by 25%, achieving 100% compliance in audits, and strengthening organizational reputation to secure £500K in future sponsor‑funded initiatives.
Educational Consultant / Business Centre Owner
National Open University of Nigeria
07.2015 - 07.2020
- Established and managed a business centre providing frontline customer service to students within the university setting.
- Assisted thousands of students with admissions processing, course registrations, and examination enrolments, ensuring accuracy and compliance with institutional policies.
- Delivered one-to-one consultations, guiding students in selecting suitable courses and programmes aligned with their career aspirations.
- Conducted research and provided tailored academic advice, helping students make informed decisions about study pathways.
- Produced sponsor-friendly documentation and maintained accurate records of student transactions for audits and reporting.
- Coordinated with university staff to streamline administrative processes and improve service delivery.
- Impact: Enhanced student satisfaction and retention by offering reliable, accessible support services and professional consultation.
Customer Service Relations / Online Call Centre Representative
MTN Nigeria
10.2012 - 07.2015
- Delivered frontline customer service in one of Nigeria’s largest telecommunications call centres, handling high-volume inbound and outbound calls daily.
- Assisted customers with account management, billing inquiries, technical troubleshooting, and service upgrades, ensuring satisfaction and retention.
- Managed sensitive customer data with strict adherence to confidentiality and compliance standards.
- Applied conflict resolution and communication skills to de-escalate complaints, achieving positive outcomes in challenging situations.
- Supported online service channels, including email and live chat, providing timely responses and sponsor-friendly documentation of customer interactions.
- Collaborated with cross-functional teams to escalate complex issues and ensure rapid resolution.
- Produced daily performance logs and reports to track service quality, response times, and compliance metrics.
- Impact: Consistently exceeded service targets, improved customer satisfaction scores, and strengthened MTN’s reputation for reliable customer support.
Operations Officer – Logistics & Dispatch Coordination
Transroyal Courier Ltd
04.2012 - 10.2012
- Supervised a team of 20+ dispatch riders, assigning daily routes and ensuring timely delivery of mail across Keystone Bank branches nationwide.
- Coordinated logistics operations, including mail sorting, packaging, and distribution planning, to meet strict deadlines.
- Oversaw posting of official correspondence, ensuring accuracy, confidentiality, and compliance with banking and courier standards.
- Maintained sponsor-friendly documentation of delivery schedules, rider performance, and incident reports for audit purposes.
- Implemented tracking and reporting systems to monitor delivery progress and resolve delays proactively.
- Collaborated with bank staff and courier management to streamline communication and improve service reliability.
- Impact: Achieved consistent on-time delivery rates across multiple states, strengthening client trust and operational efficiency.
Education
Master of Science - Project Management
University of Sussex
UK 04.2001 -
Master of Science - Business Administration
National Open University of Nigeria
Nigeria 04.2001 -
Bachelor of Science - Economics
Olabisi Onabanjo University
Nigeria 04.2001 -
Skills
Care & Safeguarding
Certification
PRINCE2 Foundation – Certified April 2025
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
Software
Interests
Footbal, Table tennis and Chess
Research and Tech driven
- Microsoft Project, Microsoft Office Suite, Power BI, Kali Linux, Metasploit, Burp Suite, NmapWireshark for network analysis, Nessus or OpenVAS for vulnerability scanning, Git/GitHub for version control and collaboration
Timeline
Mental Health Support Worker – Complex Care
Accordia Health Care
11.2024 - Current
Support Worker – Autism & Asperger Services
SDR Group
08.2024 - 11.2024
Health Care Assistant / Support Worker (Agency Staff)
CareStaff24
01.2024 - 11.2024
Support Worker (Agency Placements)
Onpoint Care Recruitment
12.2023 - 11.2024
Project Coordinator
Babsfalol International Ltd
07.2020 - 10.2023
Educational Consultant / Business Centre Owner
National Open University of Nigeria
07.2015 - 07.2020
Customer Service Relations / Online Call Centre Representative
MTN Nigeria
10.2012 - 07.2015
Operations Officer – Logistics & Dispatch Coordination
Transroyal Courier Ltd
04.2012 - 10.2012
Master of Science - Project Management
University of Sussex
04.2001 -
Master of Science - Business Administration
National Open University of Nigeria
04.2001 -
Bachelor of Science - Economics
Olabisi Onabanjo University
04.2001 -