Melissa Frame
Lisburn,County Antrim
Summary
Passionate Director of Services in the areas of Health and Justice, managing a staff team of 27 across Northern Ireland.
20+ years of experience in the Voluntary, Community Sector.
Knowledgeable about reporting, budget administration and compliance. Successful at providing regular updates to executive leadership. Offering advanced planning, problem-solving and presentation skills developed throughout career.
Accomplished professional with expertise in leadership, strategic planning, and corporate governance.
Demonstrates a strong ability to drive organisational and sectoral change through effective change management and ethical decision-making. Proficient in managing cross-functional teams, risk management, and budget governance, ensuring optimal performance monitoring and resource allocation. Skilled in conducting performance appraisals to foster growth and accountability within teams. Committed to leveraging these competencies to support sustainable business success and long-term strategic goals.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
Work history
Director of Services
Start360
Belfast, Antrim
2018.02 - 2025.01
- Direct services, managing justice and health programmes across the N.I Prison Estate and community settings.
- Delegate responsibilities and authority to team members, ensuring accountability for all outcomes.
- Lead, advise and support 27 staff in all service areas.
- Lead financial oversight and strategic policy initiatives in designated responsibilities
- Collaborate with Senior Leadership, Chief Executive and Board to develop organisational strategies
- Developed and fostered relationships with community, statutory, voluntary and private sector organisations
- Assume Chief Executive responsibilities during absences.
- Write reports outlining project progress and results.
- Engage with stakeholders to build relationships and brand awareness.
- Deliver high-quality results within budget and timeframe targets.
- Conduct public presentations and prepare materials.
- Execute tendering process successfully within stipulated deadlines.
Youth coordinator
National Youth Agency
Belfast, Leicestershire
2018.02 - Current
- Advocated for youth issues to decision makers, ensuring their voices were heard.
- Coordinated youth activities, fostering a stronger sense of community among younger members.
- Promoted youth rights and responsibilities within organisations.
- Advocated for marginalised groups, ensuring their voices were heard at decision-making levels.
- Increased awareness about societal issues amongst youths via thought-provoking discussions and presentations.
- Established reputation as trusted voice in politics through consistent accuracy.
- Fostered positive relationships with local schools for youth engagement activities.
Case manager
Safe Places for Children
Townsville City, Austrailia, Queensland
2017.03 - 2018.02
- Executed roles supporting young people's well-being and compliance with Safe Places.
- Implemented Safe Places models to ensure safety and therapeutic environment for young people.
- Collaborated effectively with stakeholders to achieve team objectives.
- Ensured timely completion of all reports while maintaining open communication.
- Drafted detailed case reports documenting all interactions and interventions with clients.
- Collaborated with healthcare professionals to address clients' medical and mental health needs.
- Guided families through complex healthcare systems to secure necessary services.
Assistant manager
Start360
Belfast, County Antrim
2014.01 - 2017.03
- Led AD:EPT2 service supporting individuals transitioning from custody with alcohol issues.
- I delivered training to staff to ensure they are equipped to deal with this client group to help them through the process of change and to also keep both staff and clients safe.
- Established clear budgets and cost controls strategies to meet objectives.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Organised financial and operational data to help with yearly budgeting and planning.
- Provided insights into service strengths and potential enhancements through external evaluations.
- Presented evaluator insights to stakeholders to enhance funding opportunities
Consultant
Slimming World
Belfast, Antrim
2011.09 - 2017.02
- Achieved business goals through administration, training, and team collaboration
- Facilitated member motivation through IMAGE Therapy, phone calls, and social media throughout the year
- Assessed risks associated with proposed business solutions, minimising potential issues.
- Initiated cost-saving measures by evaluating and improving operational processes.
- Developed comprehensive business strategies to deliver client objectives.
- Enhanced resource utilisation to better capitalise on current resources and minimise expenditure.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Developed plans and strategies to promote continuous improvement.
- Analysed reporting to reconcile transactions, accounts and ledgers.
- Increased revenue by upselling and recommending products.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Applied positive customer service approach to increase satisfaction levels.
Drug and Alcohol Caseworker
Start360
Lisburn, Antrim
2010.11 - 2014.01
- Supported 15 individuals in the prison estate to tackle substance misuse and offending behaviours.
- Supported individuals through change using counselling techniques and care plans.
- Delivered core harm reduction initiatives.
- Advocated for clients at prison service and multi-disciplinary team meetings.
- Evaluated case outcomes with a focus on continuous improvement measures.
- Assessed service user progress and adapted support programmes to respond to changing needs.
- Ensured adherence to data protection laws whilst managing sensitive information.
Part-time Leader-in-Charge
South Eastern Education Library Board (S.E.E.L.B)
Belfast, Antrim and Newtownabbey
2004.09 - 2011.06
- Oversaw youth centre activities and personnel management of staff and volunteers.
- Designated Child Protection Officer ensuring safety of young people and staff.
- Coordinated year-round events, engaging with youth club members and staff.
- Led accredited training sessions for volunteers and Lisburn Youth Council.
Training Officer and Assistant Manager
Start360/Opportunity Youth
Belfast, Antrim and Newtownabbey
2006.06 - 2010.11
- Managed drug and alcohol service operations alongside training responsibilities
- Prepared written and verbal reports while identifying staff training needs to support development
- Advised staff on safeguarding policies while managing crisis calls for young people
- Designed innovative training materials tailored to various client age groups and learning styles
- Engaged and motivated staff and participants through strong communication and relationship building.
- Maintained effective communication with staff, clients and partner agencies
Support Worker
Southern Youth and Family Services
New South Wales, Australia
2007.06 - 2007.08
- Undertook support worker role at Southern Youth and Family Services, Australia during studies
- Examined how social issues, substance use trends and race impact different countries
- Acquired experience and contributed expertise to the team
- Supported young homeless people in crisis centre settings
- Promoted personal wellbeing and independence, building service user confidence through social and community interaction.
- Delivered holistic support and counselling interventions through SYFS family services to assist families in need
Peer Educator and Peer Mentor
Opportunity Youth
Belfast, Antrim and Newtownabbey
2004.08 - 2006.06
- Facilitated engaging training sessions to meet varying needs of young people undertaking qualifications.
- Developed co-facilitation abilities while mentoring and guiding young individuals.
- Applied planning and preparation skills to deliver impactful training sessions for diverse groups.
- Mentored young people in care and those impacted by substance misuse or criminal justice system.
- Collaborated with young people to develop, monitor and review personalised care plans.
- Encouraged client responsibility through effective exit strategy.
- Trained in TCI and applied Crisis Model for safe situation de-escalation.
- Monitored work impact through conducting assessments, baselines and evaluations as Peer Educator and Mentor.
Customer Sales Advisor
Halifax Plc
Belfast, Antrim and Newtownabbey
2000.07 - 2004.08
- Supported Halifax branch staff in the business centre.
- Consistently met sales goals and maintained precise sales records
- Liaised with staff between sites and collaborated with sister agencies.
- As a team player I was enthusiastic and helped motivate the team.
- Delivered exceptional customer service to guarantee satisfaction.
Part-time Youth Worker
South Eastern Education Library Board
Glenavy, Antrim
2001.09 - 2004.06
- Performed roles as centre-based, outreach, and detached youth worker.
- Engaged young people in tailored activities meeting individual needs in local areas.
- Led personal development programmes focused on youth engagement and empowerment.
- Guided young individuals towards becoming active community members and volunteers.
Volunteer Youth Worker
South Eastern Education Library Board
Belfast
1998.11 - 2001.09
- Facilitated activities with youth workers and led young women's group.
- Encouraged participation and engagement in planned activities.
- Provided mentorship for personal growth and development of life skills.
Customer Service Advisor
BT
Belfast, Antrim
1999.06 - 2000.07
- Delivered exceptional customer service during high-demand shifts in a fast-paced call centre environment.
- Enhanced sales by promoting supplementary products to clients.
- Handled customer complaints promptly, ensuring high standards of customer service and satisfaction.
Customer Sales Advisor
Boots UK
Lisburn, Antrim
1998.05 - 1999.07
- Delivered outstanding customer service to Boots customers as a Cashier and Customer Sales Advisor.
- Built rapport with new and existing customers to boost client retention.
- Promoted customer loyalty scheme at checkout.
Customer Service Advisor
Maxol Service Station
Belfast
1996.06 - 1998.05
- I was employed as a cashier and went on to become shift supervisor, the role involved money handling, end of day reconciliations and managing the shift
- It was also vital to fulfil the role whilst providing excellent customer service
Education
Post Graduate Certificate - Substance Use and Substance Use Disorders
Queens
Belfast 2023.09 - 2024.06
Bachelor of Science - Social Science
University of Ulster Jordanstown
Belfast 2005.09 - 2009.06
Skills
- Leadership
- Strategic planning
- Corporate governance
- Change management
- Financial risk analysis
- Risk Management
- Performance monitoring
- Budget governance
- Ethical decision making
- Performance appraisals
Custom
Bachelor's
Affiliations
- Running
- Strength training
- Camping and Walking
Timeline
Post Graduate Certificate - Substance Use and Substance Use Disorders
Queens
2023.09 - 2024.06
Youth coordinator
National Youth Agency
2018.02 - Current
Director of Services
Start360
2018.02 - 2025.01
Case manager
Safe Places for Children
2017.03 - 2018.02
Assistant manager
Start360
2014.01 - 2017.03
Consultant
Slimming World
2011.09 - 2017.02
Drug and Alcohol Caseworker
Start360
2010.11 - 2014.01
Support Worker
Southern Youth and Family Services
2007.06 - 2007.08
Training Officer and Assistant Manager
Start360/Opportunity Youth
2006.06 - 2010.11
Bachelor of Science - Social Science
University of Ulster Jordanstown
2005.09 - 2009.06
Part-time Leader-in-Charge
South Eastern Education Library Board (S.E.E.L.B)
2004.09 - 2011.06
Peer Educator and Peer Mentor
Opportunity Youth
2004.08 - 2006.06
Part-time Youth Worker
South Eastern Education Library Board
2001.09 - 2004.06
Customer Sales Advisor
Halifax Plc
2000.07 - 2004.08
Customer Service Advisor
BT
1999.06 - 2000.07
Volunteer Youth Worker
South Eastern Education Library Board
1998.11 - 2001.09
Customer Sales Advisor
Boots UK
1998.05 - 1999.07
Customer Service Advisor
Maxol Service Station
1996.06 - 1998.05