Gemma Murray
Liverpool,Merseyside
Summary
Supported-living services leader coordinating staffing continuity, care planning, and compliance across complex settings. Oversaw safeguarding complaints, incident management, and regulatory preparation to support inspection readiness. Developed teams through supervision, performance management, and targeted support to strengthen accountability and care quality.
Overview
11
11
years of professional experience
Work History
Deputy Manager
Balance Care
01.2022 - Current
- Oversee multiple supported-living services, supporting operational effectiveness, safe staffing, regulatory compliance, and high standards of person-centered care.
- Multi-Service Operations
- Oversaw multiple supported-living settings, including 11 supported-living houses and a separate service comprising 14 individual flats.
- Coordinated operational priorities, staffing requirements, and continuity of care across services.
- Took on additional operational responsibilities during an approximately 12-month period without a Registered Manager, working alongside another Deputy Manager and reporting to the Director.
- Managed day-to-day operational responsibilities independently during periods when the other Deputy Manager and Operations Director were on annual leave.
- Leadership and Workforce Management
- Directly supervised approximately four to five Team Coordinators and supported the development and performance of a wider workforce of approximately 46 staff.
- Conducted supervisions, performance reviews, and target-setting, and supported performance improvement and formal disciplinary processes where required.
- Contributed to recruitment through CV reviews, interviews, candidate assessments, and feedback.
- Coordinated rotas, staffing cover, annual leave, absence management, shift swaps, overtime, and agency cover.
- Identified staffing gaps and workforce development needs, supporting safe staffing and effective resource allocation.
- Safeguarding, Incidents and Complaints
- Managed safeguarding investigations and complaints from initial concern through investigation, outcome, and follow-up actions.
- Reviewed incidents, identified patterns and contributing factors, and ensured lessons learned were communicated and acted upon.
- Participated in weekly DRA reviews, monitoring incidents, documentation, required notifications, and outstanding actions.
- Worked with Team Coordinators to implement improvement actions and strengthen staff accountability.
- Addressed concerns about staff practice and supported appropriate action to protect the welfare and rights of people using services.
- Quality Assurance and Regulatory Compliance
- Conducted and reviewed audits, including medication governance and health and safety checks.
- Monitored care records, risk assessments, support plans, and compliance documentation.
- Prepared services for regulatory inspections through mock inspections, evidence gathering, documentation reviews, and improvement tracking.
- Helped collate evidence relating to the Safe, Effective, and Well-led areas of service quality.
- Supported the transition from existing records to CareVision and monitored improvements in staff confidence and recording practice.
- Medication Governance and Health and Safety
- Reviewed medication administration records and investigated medication errors, omissions, and discrepancies.
- Monitored medication storage, stock, expiry dates, disposal arrangements, and medication-related risk assessments.
- Supported staff competency assessments and liaison with GPs, pharmacies, community nurses, and other healthcare professionals.
- Conducted monthly health and safety audits and monitored completion of required fire drills, personal emergency evacuation plans, environmental risk assessments, and equipment checks.
- Escalated property, maintenance, and environmental safety concerns to appropriate landlords, councils, or other responsible parties.
- Complex Needs and Person-Centered Care
- Supported services for people with autism, learning disabilities, mental health needs, acquired brain injuries, personality disorders including EUPD, and forensic backgrounds.
- Worked with Positive Behaviour Support specialists, staff teams, families, and professionals to review incidents, identify triggers, and improve support strategies.
- Reviewed changes in people’s needs and coordinated adjustments to support packages, including transitions between one-to-one and two-to-one support where appropriate.
- Contributed to placement assessments, compatibility discussions, risk management, transition planning, and placement reviews.
- Liaised with commissioners, social workers, families, healthcare professionals, and multidisciplinary teams.
- Staff Development and Service Improvement
- Developed in-house EUPD training to improve staff understanding and confidence when supporting individuals with complex needs.
- Created an improved staff induction procedure and an induction checklist for agency staff.
- Supported CareVision implementation by identifying training needs, improving induction content, and helping staff use digital care records correctly.
- Advocated for a training-led approach to recording errors where appropriate, helping staff build confidence and competence.
- Reviewed operational information, including staffing, incidents, complaints, audits, medication errors, training, and outstanding actions, to identify areas requiring improvement.
Senior Support Worker / Team Coordinator
Balance Care
01.2020 - 12.2022
- Progressed from frontline support into a senior role, taking responsibility for coordinating shifts, supporting staff, and maintaining consistent standards across supported-living services.
- Coordinated shifts, rotas, and day-to-day staffing arrangements to maintain continuity of care.
- Guided support staff and helped new colleagues develop their knowledge and practical skills.
- Supported staff supervision and development, including checking work quality and identifying training needs.
- Completed and updated person-centered care plans and risk assessments for review by the Deputy Manager.
- Conducted medication checks and promoted safe medication practices.
- Monitored incidents, escalated safeguarding concerns, and communicated changes in individuals’ health, behaviour, or support needs.
- Communicated with families and attended professional meetings alongside the Deputy Manager.
- Coordinated appointments, activities, and daily support to promote independence, dignity, and choice.
- Helped prepare for new placements and supported individuals through transitions into services.
- Worked with healthcare professionals and colleagues to maintain safe, respectful, person-centered care.
Bank Support Worker
Community Integrated Care (CIC)
01.2019 - 12.2020
- Provided bank support to three individuals living in a shared bungalow, including people with complex mental health needs and autism spectrum conditions. This role overlapped with employment at Balance Care.
- Supported personal care and daily living activities while promoting dignity and independence.
- Administered medication in accordance with individual care plans and procedures.
- Maintained daily records and reported changes in health, behaviour, and well-being.
- Followed care plans, risk assessments, safeguarding procedures, and health and safety requirements.
- Supported appointments, activities, and community participation.
- Helped maintain a safe, supportive, and respectful home environment.
Support Worker
Balance Care
07.2017 - 12.2020
- Supported personal care, daily living activities, and individual goals.
- Administered medication in accordance with care plans, training, and organisational procedures.
- Completed daily records and reported changes in health, behaviour, or well-being.
- Followed care plans, risk assessments, safeguarding procedures, and health and safety requirements.
- Supported appointments, activities, and community participation.
- Worked collaboratively with colleagues, families, and healthcare professionals.
- Promoted choice, independence, privacy, and respectful support.
Care Assistant
Vancouver House
Liverpool
01.2016 - 12.2017
- Provided care and practical support to individuals with complex needs, including people with forensic backgrounds.
- Supported personal care and daily living activities while promoting dignity, privacy, and independence.
- Followed individual care plans, risk assessments, safeguarding procedures, and health and safety requirements.
- Monitored and reported changes in individuals’ health and well-being.
- Maintained accurate care records and communicated relevant information to colleagues.
- Supported individuals’ routines and needs within a safe and respectful environment.
- Worked collaboratively with colleagues to deliver person-centered care.
Education
Level 5 Diploma in Leadership and Management for Adult Care -
City & Guilds
Level 3 Diploma in Health and Social Care -
Skillsfirst
Level 2 Diploma in Health and Social Care -
CACHE
Skills
- Multi-Service Operations Management
- Health and Social Care Leadership
- Supported Living Management
- Workforce Planning and Resource Allocation
- Staff Supervision and Performance Management
- Recruitment and Interview Support
- Safeguarding Investigations
- Complaints Management
- Quality Assurance and Compliance
- Regulatory Inspection Preparation
- Risk Assessment and Risk Management
- Medication Governance and Auditing
- Health and Safety Auditing
- Incident Management and Learning
- Care Planning and Person-Centered Support
- Staff Training and Development
- Change Management and Service Improvement
- Digital Care Records and CareVision Implementation
- Partnership Working and Multidisciplinary Collaboration
- Complex Needs and Positive Behaviour Support
- Placement Assessments and Service Transitions
- Person centered care
- Supported living operations
- Safeguarding management
- Medication governance
- Care planning
- CareVision records
- Regulatory compliance
- Incident investigations
- Risk assessments
- Conflict resolution
- Performance management
- Staff supervision
- Proactive communication
- Operational support
- Strategic decision-making
- Quality control procedures
- Staff development
- Recruitment
- Audit findings implementation
Websites, Portfolios and Profiles
LinkedIn - Gemma Murray
Additional information
Full UK driving licence and access to a car., Experience supporting individuals with autism, learning disabilities, mental health needs, acquired brain injuries, personality disorders, and forensic backgrounds., Experienced in working with families, social workers, commissioners, healthcare professionals, and multidisciplinary teams., References available on request.
Training
- Safeguarding Adults — annual refresher training
- Deprivation of Liberty Safeguards (DoLS) — annual refresher training
- Mandatory health and social care training (kept up to date in line with organisational requirements)
- Medication management and safe administration
- Health and safety procedures
- Relevant training for supporting individuals with complex needs
References
On request
Timeline
Deputy Manager
Balance Care
01.2022 - Current
Senior Support Worker / Team Coordinator
Balance Care
01.2020 - 12.2022
Bank Support Worker
Community Integrated Care (CIC)
01.2019 - 12.2020
Support Worker
Balance Care
07.2017 - 12.2020
Care Assistant
Vancouver House
01.2016 - 12.2017
Level 5 Diploma in Leadership and Management for Adult Care -
City & Guilds
Level 3 Diploma in Health and Social Care -
Skillsfirst
Level 2 Diploma in Health and Social Care -
CACHE