jennifer matthews
Kings Lynn,Norfolk
Summary
Experienced Community Care Officer skilled in developing personalised care programmes and fostering positive relationships with clients and families. Strong communicator adept at crisis management and resolving complex issues through tailored solutions. Committed to regulatory compliance and enhancing quality of life, ensuring a safe and nurturing environment for individuals with diverse needs.
Overview
31
31
years of professional experience
Work History
Community Care officer
East Herts Adult Disability Team
Stevenage, Herts
01.2009 - Current
- Maintained clean, safe working environments to eliminate accident risks.
- Engaged with customers to understand needs and deliver tailored support.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Trained and mentored employees, fostering skills and enhancing service delivery.
- Met schedule using excellent planning and coordination skills.
- Prepared a range of written communications, documents and reports.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Developed team communications and information for meetings.
- Promoted a safe working environment by implementing regulatory standards, policies and guidelines.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Supported residents with dementia, employing strategies to manage behaviour and enhance quality of life.
- Facilitated engaging activities designed to enhance cognitive and social abilities of individuals under care.
- Worked with compassion and empathy to enhance client comfort and dignity.
- Outlined long-term strategy for management of services in line with users' needs.
- Developed and implemented targeted care programmes, ensuring alignment with residents' needs and enhancing overall care quality.
- Collaborated with medical professionals to deliver exceptional levels of wrap-around support.
- Expanded services by partnering with external health and welfare providers.
- Nurtured positive, trusting relationships with service users and families.
- Maintained comprehensive working knowledge of CQC compliance standards and requirements.
- Prepared expenditure reports to strengthen cost control.
- Coordinated with external agencies to arrange additional services for residents, such as physiotherapy or occupational therapy.
- Provided emotional support and companionship, building trust and strong relationships with residents and their families.
- Responded to emergencies swiftly, applying first aid and critical thinking skills to safeguard residents.
- Organised and maintained documentation and reports related to residents' care, ensuring accuracy and confidentiality.
- Conducted regular evaluations of care plans, making adjustments to reflect changing needs and preferences of residents.
- Collaborated with healthcare professionals to develop personalised care plans, addressing each resident's specific needs.
- Advocated for residents' rights and well-being during care reviews and multi-disciplinary team meetings.
Youth support worker
Services for Young People
Bishops Stortford, Hertfordshire
01.1995 - Current
- Helped young people overcome personal difficulties by providing helpful and supportive environments and attentively listening to concerns.
- Maintained excellent relationships with children and teenagers by proactively helping them through personal difficulties.
- Provided youth work support, encouraging youth to take part in new positive opportunities and experiences.
- Worked with anti-social and at-risk youth, providing safe space and developing relationships based on respect and trust.
- Helped youth make informed decisions, reach their potential and successfully transition to adulthood.
- Supported children and young people by providing high quality, informal education for growth and development.
- Designed and implemented engaging youth programmes, fostering a positive environment for personal growth and development.
- Introduced programme of activities to provide new positive opportunities and experiences based on youth needs.
- Created a welcoming atmosphere, encouraging diversity and fostering mutual respect among youths from varied backgrounds.
- Facilitated group discussions on various social issues, enhancing young people's awareness and critical thinking abilities.
- Coordinated outdoor activities and educational workshops, promoting teamwork and leadership skills among participants.
- Managed volunteer teams, allocating tasks effectively to deliver successful youth events and projects.
- Worked with other organisations such as schools, community groups and the police to achieve common goals.
- Organised fundraising events, securing resources for youth projects and enhancing community engagement.
- Provided early intervention and targeted support opportunities to help achieve youth personal and social development.
- Tailored support to individuals with special needs, adapting activities to be inclusive and accessible for everyone.
- Presented clients with alternative approaches to resolving identified problems using positive coping skills and methods.
- Kept up-to-date with the latest youth trends and preferences to plan engaging activities.
- Conducted research to obtain ideas for exciting and enriching activities for young people.
- Assisted in the planning and management of enjoyable projects, games and activities for teenagers.
- Respected confidentiality of client files, information and conversations, following data security best practices.
- Administered first aid during activities, prioritising participant safety and wellbeing.
Volunteer
Sense
Hybrid, Hybrid
01.2025 - 01.2026
- Gained knowledge of students' strengths and learning difficulties and adapted lessons to varying abilities, stimulating interest in subject matter.
- Implemented innovative teaching techniques to engage students with various learning difficulties, enhancing their educational experience.
- Conducted one-on-one or group sessions to provide extra tutorials for students with learning difficulties.
- Provided ongoing, attentive support to students with learning difficulties.
- Offered extra support to students with learning difficulties, ensuring they achieve their full potential.
Cruse bereavement counselling service
Cruse
Stevenage, Hertforshire
01.2005 - 01.2011
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Presented clients with alternative approaches to resolving identified problems using positive coping skills and methods.
- Referred clients to various community resources for additional support with housing, transport or childcare.
- Organised assistance through direct or outside referrals to help clients through ongoing or crisis situations.
- Partnered with social service agencies and healthcare providers on individual client plans.
- Evaluated patient behaviour, moods and other responses to determine correct diagnosis and devise treatment plans.
- Investigated alleged or suspected cases of abuse and neglect and organised responses to protect at-risk persons.
- Conducted comprehensive initial in-home psychosocial assessments to evaluate clients.
- Guided clients through the exploration of their feelings, encouraging the expression of emotions in a safe environment.
Education
NVQ Level 2 - Understanding domestic abuse
ncfe cache
uk01-2024
NVQ Level 3 - SEG level 3 Youth work practice
Certificate in Youth work practice
Hertfordshire01-2022
NVQ Level 2 - Understanding adverse childhood experiences
ncfe cahe
uk01-2022
NVQ Level 4 - Health and social care Unique training solutions
City and Guilds
St Albans01-2017
K257 Mental Health and Distress
The Open University
01-2012
NVQ Level 3 - Community Mental Health
City and guilds
London, ENG01-2003
NVQ Level 1 - Youth work
Hertfordshire CPCAB Youth services
Hertfordshire01-2000
CSE Education
Sele School
Hertford,01-2005
NVQ Level 2 - certificate in understanding mental health first aid and advocacy in the workplace
ncfe cache
ukSkills
- Customer engagement
- Crisis management
- Team building
- Client advocacy
- Care program development
- Regulatory compliance
- Emotional support
- Activity facilitation
- Conflict resolution
- Documentation management
- Problem solving
- Relationship building
- Training and mentoring
- Needs assessment
- First aid administration
- Mental health understanding
- Customer service excellence
- Patient care
- Safeguarding vulnerable adults
- Dementia care principles
- Time management
- Decision making
- Visible leadership
- Compassionate attitude
- Health and safety protocols
- Active listening
Timeline
Volunteer
Sense
01.2025 - 01.2026
Community Care officer
East Herts Adult Disability Team
01.2009 - Current
Cruse bereavement counselling service
Cruse
01.2005 - 01.2011
Youth support worker
Services for Young People
01.1995 - Current
NVQ Level 2 - Understanding domestic abuse
ncfe cache
NVQ Level 3 - SEG level 3 Youth work practice
Certificate in Youth work practice
NVQ Level 2 - Understanding adverse childhood experiences
ncfe cahe
NVQ Level 4 - Health and social care Unique training solutions
City and Guilds
K257 Mental Health and Distress
The Open University
NVQ Level 3 - Community Mental Health
City and guilds
NVQ Level 1 - Youth work
Hertfordshire CPCAB Youth services
CSE Education
Sele School
NVQ Level 2 - certificate in understanding mental health first aid and advocacy in the workplace
ncfe cache