JILL ROBERTS
Wolverhampton,Staffordshire
Summary
Experienced Charted Quality Professional CQI MCQP leading quality in adult social care, with a track record of driving continuous improvement, to deliver high quality person centred care and exceed regulatory requirements.
Expertise developed over 25 years in the social care sector includes industry best practice, policy development, risk management, governance, compliance and business development. Trained ISO 9001 auditor, experienced Safeguarding Lead and Data Protection Officer.
Charity trustee with safeguarding responsibility for a charity providing performing arts for people with disabilities. Thrives under pressure and adapts to challenges with ingenuity and resilience.
Overview
31
31
years of professional experience
1
1
Certification
Work history
Head of Quality, Governance & Safeguarding
Milewood
Doncaster
12.2024 - Current
- Designed and implemented Quality and Continuous Improvement strategy aligned with Milewood's strategic priorities.
- Developed a new approach to effective audits and mock inspections to ensure CQC compliance, and REACH standards in supported living.
- Led development of the strategic risk register and chaired Risk Committee.
- Garried out a UK-GDPR gap analysis, and oversaw implementation of data security protection toolkit as Data Protection Officer.
- Established new Quality and Safety Committee to enhance oversight.
- Developed co-produced forum for individuals receiving support, fostering engagement.
- Designated safeguarding lead - providing advice and support on complex safeguarding concerns
Quality Lead
Achieve Together
South West, South West
09.2023 - 12.2024
- Monitoring operational quality of 60 services to achieve high quality person centred services in line with regulatory requirements
- Deputising for Head of Operations as required e.g., performance management processes & senior manager on-call
- Directing and successfully resolving complex investigations
- Presented at managers conferences
- Leading reviews of high risk services to improve quality & compliance
- Establishing improvement in outcomes across services, using management data analysis and quality audits
- Embedding implementation of CQC single assessment framework, focusing on improving ratings and ensuring strong risk management framework
- Reviewed and resolved complaints to maintain customer satisfaction and company reputation
Charity Trustee with safeguarding responsibility
Bloomin' Arts
Lingfield, Surrey
09.2023 - Current
- Reviewed & established charity safeguarding approach to ensure measures are in place to protect people who come into contact with the charity from harm, in line with Charity Commission requirements.
- Achieved full review of policy framework to maintain organisational compliance with applicable legislation and regulations.
- Currently leading the trustee group and CEO through strategic planning process
- Raised awareness of safeguarding best practices through internal communication
Safeguarding & Compliance Manager
RNID (Royal National Institute for Deaf people)
07.2021 - 07.2023
- Led safeguarding, risk & compliance function across national social change charity
- Safeguarding Lead (adults and children) & DPO
- Conducted intensive audits and risk assessments to identify and minimise non-compliance.
- Escalated areas of concern through appropriate internal or external channels.
- Developed Board approved risk management framework
- Devised & implemented new safeguarding approach for charity including new policy, procedure and designing/ delivering training for different roles
- Member of Risk & Audit Committee
- Achieved full review of charity insurance
- Achieved full review of policy framework.
Head of Policy & Practice
RNID Care & Support Services
National role
09.2015 - 07.2021
- Led quality function for national charity providing 50 care services for people with complex needs & achieved 97% compliance across 3 regulators (CQC/ RQIA & CIW)
- Managed quality function & remote team of quality advisors/ auditors/ referrals manager & contracts manager
- Developed strategic & operational plan as part of senior leadership team
- Set and achieved performance, quality & finance KPI's & targets
- Developed ISO 9001:2015 compliant quality management system
- Finance management/ budget holder
- Successfully led and resolved complex investigations
- Changed attitudes by developing Involving People strategy and embedding best practice
- Lead on person centred approaches and involving people supported in all levels of their care and support
- Transformed policy framework.
Policy & Practice Advisor
Action on Hearing Loss Care Services
09.2010 - 09.2015
- Part of national team leading on quality, policy, compliance and best practice across 50 adult social care services
- Mentoring and coaching managers with registration, & regulatory reports
- Published regular blog on partner website about good person centred practice
- Actively contributed to many successful tenders
- Designed and delivered training
- Part of published report on Driving Up Quality Code for people with challenging behaviour and restrictive interventions working with Department of Health
- Supported services to achieve Making it Real action plans and positive outcomes in people’s lives and services.
Regional Business Development Manager
RNID Care Services
02.2007 - 09.2010
- Expansion and growth of care and support services for deaf adults with complex needs
- Responsibilities included marketing, tenders, referrals and assessments
- Provided cover for regional operational managers when needed
- Development of person centred support packages
- Project management of new developments until handed over to operations
- Closure and reprovision of care homes which were not fit for purpose
- Created a new outreach service to provide care in the community/ people’s own homes
- Developed bespoke single services
- Led successful tenders and acquisitions.
Registered Manager
RNID Care Services
08.2004 - 02.2007
- Managed care home for deaf adults with complex needs
- Finance management of tight budget
- Business development – achieved growth of outreach service
- Supervision and leadership of large staff team
- Improved regulatory compliance - the service was failing when I joined & achieved compliance within 6 months
Policy and Performance Manager
Sussex Care
02.2004 - 08.2004
- Temp role to improve performance in a failing service (large registered care home for enduring mental health needs)
- Developed & implemented policies and process to achieve compliance with regulators including leading HR issues including supervision, training and recruitment.
- Achieved compliance within 6 months contract
Operations Manager
CAMIDOC (Camden & Islington Doctors On Call)
08.2002 - 02.2004
- Managed large out of hours service for GP’s and district nursing
- Successfully led project to gain accreditation with local primary care trust (PCT) for out of hours GP service and District Nurse Messaging Service
- Developed and implemented new policies and procedures
- Improved customer service and efficiency
- Liaised with GP’s and surgeries and managed rotas (telephone operators, admin staff, drivers and GPs)
- Arranged training for GP admin staff, and created good relationships within Primary Care Trust
- Led and managed administrative staff to maintain smooth daily operations.
- Streamlined processes to improve and optimise office operations.
- Organised financial and operational data to help with yearly budgeting and planning.
Team Leader
Community LD Service, Camden Social Services
10.2000 - 08.2002
- Management of supported housing project for adults with challenging and complex needs
- Supervision of team of 10 staff, including night support workers.
Senior Support Worker
Camden Social Services
Camden, City of London
09.1998 - 10.2000
- Supported adults with learning disabilities and complex needs in a supported living setting.
- Assisted manager in leading the team, administration including finance and rota management. Kept detailed, accurate records for well-maintained care continuity between support staff.
- Empowered service users to remain as independent as possible
Residential Social Worker
The Camden Society Charity
Camden, London
09.1997 - 09.1998
- Support worker within a charity supporting people with dual diagnosis – LD & MH
- Keyworker duties supporting all aspects of a person’s care
- Represented the 24 hour support team on the Investors in People (IIP) board.
Residential Social Worker
Manchester Social Services, Manchester City Council
04.1994 - 09.1996
- Community learning disabilities team - Resettling adults with learning disabilities from long stay hospitals into the community.
Education
NVQ Level 5 - Leadership & Management in Social Care Award (LMCS)
Revolutions Training
Worthing 09/2006 - 06/2007
Certificate - British Sign Language Level 1 & 2
Hamilton Lodge School And College For Deaf Children
Brighton, Brighton and Hove 09/2004 - 06/2006
Certificate of Higher Education - Certificate of Supervisory Management
Institute of Supervision & Management
Camden 09/1999 - 05/2000
Bachelor of Science - BSc Psychology (2:1)
Manchester Metropolitan University
Manchester 09/1991 - 06/1995
A-Levels - English, Psychology, Music, Social Biology
Stoke-on-Trent College
Stoke-on-Trent 09/1989 - 06/1991
GCSEs - 7 GCSE's including Maths and English
Haywood High School, Stoke On Trent
Stoke-on-Trent 09/1983 - 06/1989
Skills
- Operational and quality leadership
- Adult social care regulatory compliance including CQC, CIW & RQIA
- Risk, governance and compliance including ISO 9001:2015
- Experienced Safeguarding Lead
- Data Protection Officer
- Policy development
- Person centred approaches and co-production
- Business development
Certification
Chartered Quality Professional CQI MCQP with the Chartered Quality Institute, and a volunteer member on the CQI Content Advisory Panel.
Affiliations
- I love nutrition, health and fitness and am a qualified 500 hour Master Yoga Teacher. I enjoy science, reading, music, film, art exhibitions and travel and exploring new destinations on holiday.
References
References available upon request.
Timeline
Head of Quality, Governance & Safeguarding
Milewood
12.2024 - Current
Charity Trustee with safeguarding responsibility
Bloomin' Arts
09.2023 - Current
Quality Lead
Achieve Together
09.2023 - 12.2024
Safeguarding & Compliance Manager
RNID (Royal National Institute for Deaf people)
07.2021 - 07.2023
Head of Policy & Practice
RNID Care & Support Services
09.2015 - 07.2021
Policy & Practice Advisor
Action on Hearing Loss Care Services
09.2010 - 09.2015
Regional Business Development Manager
RNID Care Services
02.2007 - 09.2010
Registered Manager
RNID Care Services
08.2004 - 02.2007
Policy and Performance Manager
Sussex Care
02.2004 - 08.2004
Operations Manager
CAMIDOC (Camden & Islington Doctors On Call)
08.2002 - 02.2004
Team Leader
Community LD Service, Camden Social Services
10.2000 - 08.2002
Senior Support Worker
Camden Social Services
09.1998 - 10.2000
Residential Social Worker
The Camden Society Charity
09.1997 - 09.1998
Residential Social Worker
Manchester Social Services, Manchester City Council
04.1994 - 09.1996
NVQ Level 5 - Leadership & Management in Social Care Award (LMCS)
Revolutions Training
09/2006 - 06/2007
Certificate - British Sign Language Level 1 & 2
Hamilton Lodge School And College For Deaf Children
09/2004 - 06/2006
Certificate of Higher Education - Certificate of Supervisory Management
Institute of Supervision & Management
09/1999 - 05/2000
Bachelor of Science - BSc Psychology (2:1)
Manchester Metropolitan University
09/1991 - 06/1995
A-Levels - English, Psychology, Music, Social Biology
Stoke-on-Trent College
09/1989 - 06/1991
GCSEs - 7 GCSE's including Maths and English
Haywood High School, Stoke On Trent
09/1983 - 06/1989
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