Hayley Charles-Cullen
Bury St. Edmunds,Suffolk
Summary
Dedicated and empathetic professional with extensive expertise in child protection, youth work, and domestic violence training. Demonstrates a strong understanding of child development, family dynamics, and culturally inclusive practices. Skilled in person-centred approaches, holistic care, and anti-oppressive practices. Proven ability to maintain professional boundaries, ensure patient confidentiality, and produce detailed reports with accuracy. Adept at multidisciplinary teamwork and negotiation, with excellent interpersonal and communication skills. Committed to reflective practice and continuous improvement in providing high-quality care. Holds a full UK driver's licence and aims to further contribute to the field through strengths-based approaches.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
Work History
Social worker
Norfolk County Council
Norwich, Norfolk
11.2019 - 04.2025
- Advised families on available resources and services, enabling informed decision-making regarding care options.
- Advocated for clients' rights to healthcare and social services assistance.
- Maintained up-to-date case records for accurate documentation of progress or concerns.
- Ensured child safety by conducting regular home visits and risk assessments.
- Increased client independence with the development of personalised coping strategies.
- Designed individualised care plans that reflected each client's unique needs and preferences.
- Coordinated with multi-disciplinary teams to create comprehensive care plans.
- Established trustful relationships with clients to facilitate open communication.
- Managed a case load of between 15 and 18 families or young adults depending on role.
- Developed strategic partnerships within the local community, enhancing service provision opportunities for clients.
- Responded calmly to manage crises and emergency situations.
- Collaborated with other professionals in health and social care to coordinate holistic support.
- Advocated on behalf of service users to protect their best interests.
- Worked with community organisations to create access to resources and assistance to meet client varying needs.
- Established and maintained professional relationships to offer objective guidance and support.
- Safeguarded client information with strict adherence to privacy and data security policies.
- Maintained accurate, up-to-date and confidential files in line with reporting standards.
- Adhered to safeguarding principles to protect service users from risk.
- Exercised professional judgement to implement interventions and make tough decisions.
- Liaised with multi-disciplinary professionals and caregivers to foster access to medical care.
- Advocated for client needs and rights with court officials, law enforcement personnel and regulatory agencies.
- Facilitated therapy and counselling sessions to help clients connect with qualified healthcare professionals.
- Built positive, productive client relationships for enhanced social support.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Attended regular training and supervision workshops for improved service user support.
- Oversaw multiple social work cases simultaneously, directing assessments, conducting interviews and recommending best courses of action.
- Maintained confidential case documentation in line with data protection regulations.
- Consulted with multidisciplinary team of professionals to optimise treatment plans for complex cases.
- Used assessment findings to action necessary care plan adaptations.
- Kept detailed, accurate records for well-maintained care continuity between support staff.
- Prepared reports for legal action and provided evidence in court.
- Monitored service user progress, escalating concerns for swift resolution.
- Collaborated with officials to prepare required legal documentation for court proceedings.
- Supported team by demonstrating respect and willingness to help.
- Used Microsoft Word and other software tools to create documents and clear communications.
Nursing care assistant
West Suffolk Hospital
Bury St Edmunds, Suffolk
10.2012 - 09.2013
- Improved patient comfort by assisting with bathing, dressing and meal preparation.
- Facilitated communication between patients and their families, ensuring all concerns were addressed promptly.
- Collaborated with multidisciplinary healthcare teams for optimal patient outcomes.
- Supported patients with daily living activities to enhance quality of life.
- Assisted with mobility needs of patients, promoted independence whilst ensuring safety at all times.
- Assisted registered nurses with daily tasks, improved efficiency on the ward.
- Monitored vital signs regularly to ensure timely medical intervention.
- Followed strict infection control protocols, maintained high standards of cleanliness and safety within the ward.
- Maintained clean and hygienic environment for enhanced patient experience.
- Ensured accurate record keeping by diligently updating patient charts and medical records.
- Participated in staff meetings to share feedback about patients' conditions; facilitated proactive changes in treatment plans.
- Provided personal care services such as toileting and hygiene assistance; upheld dignity of every individual.
- Cleaned, sterilised and stored clinical equipment appropriately.
- Provided incontinence care and bed baths, maintaining patient dignity at all times.
- Carried out safe, secure manual handling, promoting independence whilst assisting patients with mobility.
- Performed daily clinical observations, recording medical data accurately and securely.
- Supported bed-ridden patients through regular repositioning and chair-based exercise, helping to prevent sores, joint degeneration and blood clotting.
- Responded to patient call lights and supported continuum of care with appropriate interventions.
- Diligently followed Infection Prevention and Control (IPC) policies to minimise ward infection rates.
- Established relationships with patients, caregivers and healthcare professionals to promote patients' personal care plan goal achievement.
- Engaged with patients using active listening and open-ended questioning to build meaningful relationships.
- Performed patient assessments, documented vital signs and reported changes to supervisors.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Followed and promoted protocols and procedures to ensure effectiveness, efficiency and safety.
Prison officer
HMPS
Woodbridge, Suffolk
07.2007 - 09.2012
- Provided first aid treatment when required, ensuring inmate health and wellness.
- Assisted in the development of inmate educational programmes for improved behaviour modification.
- Handled difficult situations calmly, ensuring minimal disruption within the facility.
- Provided counselling for prisoners to encourage rehabilitation.
- Handled administrative tasks efficiently, facilitating streamlined record keeping.
- Ensured prisoner safety with regular cell checks.
- Conducted security checks, enhancing overall prison security.
- Fostered positive relationships with inmates through consistent communication and respect.
- Organised daily routines, achieving smooth running of operations.
- Assisted in preparation of parole reports for successful offender transition planning.
- Supported inmates with personal issues, assisting their emotional well-being.
- Suppressed disturbances whilst adhering to strict safety regulations.
- Cooperated with multi-disciplinary team members, contributing to effective management strategies.
- Improved prisoner attitudes by promoting positive behavioural change programmes.
- Managed conflict situations between inmates, maintaining a harmonious environment.
- Responded effectively to emergencies by utilising established protocols.
- Reported any suspicious behaviour to superiors promptly, aiding in threat mitigation.
- Maintained order within prison environment by enforcing rules and regulations.
- Stayed calm and poised during heated, difficult or stressful situations, alleviating conflicts.
- Resolved incidents calmly, maintaining best-possible safety and security of prison staff and offenders.
- Established meaningful working relationships to encourage positive approach to rehabilitation and personal development.
- Acted as professional role model to other staff and those within prison care.
- Built respectful but assertive relationships with prisoners, utilising innate negotiation abilities to maintain peace and promote positive environments.
- Kept accurate and timely data in prisoner records and carried out other administrative duties.
- Expertly communicated with people from diverse backgrounds to provide best-possible safe, secure prison care.
- Performed thorough searches of prisoners and cells to reduce contraband items.
- Supervised prisoners during mealtimes and recreation time to prevent safety issues.
- Performed internal and external escort duties of prisoners with meticulous attention to detail to avoid incidents.
- Diligently supervised prisoners throughout shifts including during meal times, recreation periods, sport and work assignments.
- Encouraged prisoners to participate in work and education programmes.
- Identified vulnerable people in custody and handled instances of self-harming accordance with SPS Talk To Me protocols.
- Identified security and safety issues, immediately notifying supervisors of concerns.
- Understood underlying security issues within designated working areas, successfully managing issues.
- Managed prisoner grievances and complaints to conclusion or upward referral.
- De-escalated threatening behaviours, using restraint techniques when necessary.
- Observed prisoner conduct to detect suspicious behaviour.
- Searched arriving prisoners for contraband and placing valuables for safekeeping.
- Patrolled prison areas to prevent escapes and unauthorised access for secure premises.
- Kept official prison records in line with established procedures.
- Conducted periodic cell inspections to assess prison standards and identify rule breaches.
- Performed spot checks to assess compliance to regulations and provide deterrence.
- Identified detainees in need of specialised health and wellbeing support.
- Monitored orderly visitations, observing encounters and enforcing rules and schedules.
- Inspected integrity of locks, windows, doors and gates for security purposes.
- Handled and operated surveillance equipment to support investigations.
- Practised vigilance when interacting with male prisoners to minimise risk.
Home health care assistant/Supervisor
Essex County Council
Braintree, Essex
03.1999 - 07.2007
- Communicated regularly with family members regarding patient progress, fostered transparent care process.
- Coordinated appointments with doctors, facilitated streamlined healthcare delivery.
- Participated in physical therapy sessions; promoted faster recovery time.
- Performed light household duties such as laundry or shopping, helped maintain cleanliness and comfort at home.
- Managed patient hygiene by assisting with bathing and dressing; maintained dignity and respectfulness at all times.
- Supported mobility-impaired patients with walking aids or wheelchair, enhancing mobility.
- Administered prescribed medications to ensure patient well-being.
- Assisted patients during feeding times, ensuring sufficient nutrient intake.
- Provided emotional support to patients and families, fostering a comforting atmosphere.
- Maintained clean and safe environment by performing housekeeping tasks.
- Accompanied clients on outdoor excursions; encouraged social interactions.
- Worked closely with other healthcare professionals like nurses or therapists for effective care coordination.
- Assisted patients with daily personal care routines for improved quality of life.
- Prepared nutritious meals catering to dietary restrictions for improved health.
- Supervised frequent activities such as medication and personal hygiene to provide safe living environment for patients.
- Delivered toileting support for clients with mobility issues.
- Operated hoists to move clients in and out of bed.
- Assisted clients with daily household tasks including cleaning, laundry and food preparation.
- Maintained client dignity and respect throughout dressing, showering and toileting.
- Aided clients with bedtime routines, washing and dressing.
- Assisted clients with daily household cleaning, laundry and food preparation.
- Maintained client dignity and respect throughout personal care support, including dressing, showering and toileting.
- Maintained excellent physical fitness levels to safely, securely lift and manoeuvre patients.
- Managed and updated client records, ensuring accuracy for dependable health and wellbeing monitoring.
- Guaranteed continuity of service by maintaining individual service user records in care-plans.
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Positioned, lifted and transported patients with limited mobility.
- Prioritised patient welfare, providing comfort, reassurance and support to reduce anxiety and distress.
- Identified potential risks and mitigated them through proactive measures.
- Reduced workplace conflicts through effective communication and negotiation skills.
- Provided constructive feedback to staff for improved performance levels.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Conducted performance appraisals with employees for career development discussions.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Led team meetings, ensured clear communication amongst all members.
- Coordinated with other supervisors to maintain consistency across shifts.
- Fostered a positive work culture to boost employee morale.
- Encouraged open dialogue amongst team members, promoted an inclusive work environment.
- Promoted a safe work environment by enforcing strict adherence to safety regulations.
- Trained new hires and set up mentoring relationships to drive team performance.
- Worked closely with management to manage staff levels and allocate resources for production plans.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Improved workplace safety to reduce accidents and near-misses.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
- Established and maintained organised working environment for team of 8.
Education
Bachelor of Arts - Social Work
University of Suffolk
Ipswich 09.2013 - 06.2016
NVQ Level 2 & 3 - Custodial Care
Newcastle College
Newcastle upon Tyne 09.2007 - 07.2010
Skills
- Person-Centred practices
- Holistic approach
- Negotiation capability
- Non-Judgmental approach
- Record keeping accuracy
- Team player
- Multidisciplinary teamwork
- Anti-Oppressive Practise
- Empathetic
- Written and verbal communication
- Strong communicator
- Emotional resilience
- Patient confidentiality
- Gender-sensitive social work
- Full UK driver's licence
- Strengths-based approach
Affiliations
- I enjoy cooking and creating in the kitchen.
- Wild swimming and dog walking feature heavily too.
Accomplishments
A minor accomplishment that I achieved was to be able to be 'subbed on' to play rugby for Suffolk in a game of rugby at the age of 45!
Timeline
Social worker
Norfolk County Council
11.2019 - 04.2025
Bachelor of Arts - Social Work
University of Suffolk
09.2013 - 06.2016
Nursing care assistant
West Suffolk Hospital
10.2012 - 09.2013
NVQ Level 2 & 3 - Custodial Care
Newcastle College
09.2007 - 07.2010
Prison officer
HMPS
07.2007 - 09.2012
Home health care assistant/Supervisor
Essex County Council
03.1999 - 07.2007
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