Summary
Overview
Work history
Education
Skills
Custom
Affiliations
Timeline
Generic

Lianne Morris

Pontefract,Wakefield

Summary

Dedicated professional with extensive expertise in crisis intervention, child protection, and trauma-informed care. Demonstrates proficiency in non-violent restraint techniques and positive behaviour encouragement, supported by a strong foundation in safeguarding policies and procedures. Skilled in medication administration, meal preparation, and record-keeping, with a focus on care and treatment planning. Holds an advanced DBS check, driving licence, and Food Hygiene Certificate. Committed to fostering safe environments through health and safety training and behavioural management strategies.

Compassionate Residential Support Worker with knack for fostering supportive environments and building positive relationships. Honed skills in conflict resolution and emotional support, leading to improved client well-being and satisfaction. Known for creating inclusive, safe spaces, and contributing to team cohesion.

Overview

14
14
years of professional experience

Work history

Residential support worker

Keswick Care
Barnsley , West Yorkshire
12.2021 - Current
  • Collaborated with healthcare professionals for optimal resident health outcomes.
  • Kept accurate records to ensure continuity of care for residents.
  • Assisted residents to achieve daily living skills.
  • Ensured safety by monitoring residential environment regularly.
  • Improved resident wellbeing with individualised care plans.
  • Escalated critical situations swiftly, preventing harm to residents or property damage.
  • Shift leading and supporting new staff who joined the company.
  • Designated Safeguard Lead qualified.
  • Encouraged independence amongst residents by assisting them in mastering day-to-day tasks.
  • Facilitated therapeutic interventions with external agencies to promote resident recovery process.
  • Administered medication following physician guidelines, ensuring correct dosages at all times.
  • Maintained cleanliness, enhancing living conditions for residents.
  • Deescalated tense situations through use of effective communication strategies, maintaining peace within the residential facility.
  • Communicated effectively with families, offering reassurance and updates on resident progress.
  • Coordinated meal preparation and distribution, ensuring balanced nutrition for all residents.
  • Provided emotional support for residents in distress.
  • Upheld strict confidentiality protocols safeguarding privacy rights of all those residing within the home.
  • Guaranteed physical and emotional wellbeing of residents, incorporating therapy and social-based activities.
  • Worked with residents to develop life skills, including how to prepare meals and keep areas clean.
  • Liaised with family members to organise activities and deliver updates on client progress.

Self-employed

OFSTED registered Childminder
12.2019 - 12.2021
  • At home childcare for children aged seven months up to school age.
  • Following EYFS framework to build my own curriculum and developing children through play.
  • I also ran before and after school club, ensuring children were safely taken to and from school.
  • Managing between 3 to 6 children throughout my working day.
  • Cooked freshly prepared nutritional meals.
  • Completed regular training to ensure I was always up to date on any possible changes.
  • First Aid qualified & Safeguarding accreditation - Level 3.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Successfully delivered on tasks within tight deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Used Microsoft Word and other software tools to create documents and clear communications.

Fraud Advisor

NewDay Ltd
Leeds
09.2019 - 01.2020
  • Company Overview: A busy contact centre handling inbound calls.
  • Working part-time evenings within a busy contact centre handling inbound calls.
  • My job was to assess the validity of each new customer, ensuring only genuine customers were permitted to have access to the credit card(s) they were applying for.
  • Dealing with raising and handling disputes and section 75 (Fraud Act) queries.
  • Attention to detail was paramount within this job role.
  • A busy contact centre handling inbound calls.

Technical Customer Service Associate

Barclays
Leeds
04.2014 - 07.2019
  • Communicating with customers using a variety of channels, listening to their concerns, asking questions, confirming understanding and building rapport.
  • Providing clear direction regarding the process/ next steps and following up on any agreed actions.
  • Managing a rolling diary of complaints working to Ombudsman & FCA guidelines, ensuring the correct outcomes are provided to all customers in a timely manner.
  • Investigating complaints using a variety of technical systems, getting to the bottom of the customers problems, identifying errors and backing this up with supporting evidence.
  • Establishing the resolution, deciding the appropriate level of compensation/redress to be awarded, reviewing the individual circumstances & impact on each customer.
  • Proactively providing constructive feedback to the relevant business areas/ colleagues and identifying trends to improve future services for customers.
  • Quick to adapt, learning to use inbound telephone systems to cover the phone lines ensuring business demands are met.
  • Empathetic to others, became a subject matter expert for complaints relating to Collections/ Recoveries & Credit Reports, helping to support some of our most vulnerable customers in financial difficulties.
  • Upskilled myself to deal with Mortgage originations and servicing, quickly learning a range of technical systems allowing me to diversify into complaints of this nature.

Contact centre advisor (Night work)

Sky Betting & Gaming
Leeds
01.2012 - 04.2014
  • Dealing with customer gambling queries from sports betting through to poker, bingo or Vegas games via online chat service and emails both incoming and outgoing.
  • Very fast paced job so attention to detail was paramount when dealing with customer concerns.
  • I was targeted on KPI daily and always willing to take on extra responsibilities, which allowed me to train and handle ad hoc reports and fraud reporting.
  • Supporting vulnerable customers and being able to identify and possible cause for concerns and reporting this accordingly.
  • I was part of the events team so we would have regular events for either fund raising or for team building activities. These ranged from cake selling to a day at the races or mini party festivals held within the business grounds.

Education

QNUK Level 3 Award - Responding to Anaphylactic Reactions

1st steps First Aid
Castleford, Wakefield
10.2024 - 10.2025

Designated safeguarding officer training children's home

The Training Hub Group
10.2024 -

NVQ Level 4 - Young people and Families Practitioner

Paragon Skills
Barnsley
02.2022 - 06.2024

QNUK Level 3 Award - Emergency Paediatric First Aid

1st Steps First Aid
Castleford, Wakefield
10.2024 - 10.2027

Skills

  • Patience and tolerance
  • Crisis intervention proficiency
  • Child protection understanding
  • Advanced DBS check
  • Positive behaviour encouragement
  • Non-Violent restraint techniques
  • Caring attitude
  • Medication Administration
  • Meal preparation
  • Trauma-informed care
  • De-escalation techniques
  • Record-keeping expertise
  • Behavioural Management
  • Care and treatment planning
  • Teen behaviour management
  • Health and safety training
  • Emotional resilience
  • Driving licence
  • Food Hygiene Certificate
  • Safeguarding policies and procedures
  • Staff training
  • CPR and First Aid
  • Nutrition knowledge
  • Behaviour management strategies
  • Health and safety procedures

Custom

Available upon request.

Affiliations

  • Gardening, walking, cooking

Timeline

QNUK Level 3 Award - Responding to Anaphylactic Reactions

1st steps First Aid
10.2024 - 10.2025

Designated safeguarding officer training children's home

The Training Hub Group
10.2024 -

QNUK Level 3 Award - Emergency Paediatric First Aid

1st Steps First Aid
10.2024 - 10.2027

NVQ Level 4 - Young people and Families Practitioner

Paragon Skills
02.2022 - 06.2024

Residential support worker

Keswick Care
12.2021 - Current

Self-employed

OFSTED registered Childminder
12.2019 - 12.2021

Fraud Advisor

NewDay Ltd
09.2019 - 01.2020

Technical Customer Service Associate

Barclays
04.2014 - 07.2019

Contact centre advisor (Night work)

Sky Betting & Gaming
01.2012 - 04.2014
Lianne Morris