Mia Sarah George
Little Neston,Cheshire
Summary
Detail-oriented Monitoring Officer experienced in SEND legislation, data protection, and report writing. Achieved improved operational standards through effective compliance and quality assurance practices. Focused on enhancing monitoring processes and fostering collaborative environments to drive organisational success.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work history
Adviser
Citizens Advice Bureau
Beccles, Suffolk
2015.01 - 2020.01
- Advised members of the public face to face on their rights and responsibilities and signposted clients to relevant partner agencies.
- Conducted comprehensive assessments of client needs, delivering targeted advice to address specific challenges.
- Maintained up-to-date knowledge of regulations, provided accurate advice.
- Completed training in housing and homelessness, employment law, debt, benefits, disability rights, Consumer Act and a wide range of social and family issues.
- Streamlined administrative procedures, enhancing overall workflow and service delivery.
- Established strong relationships with clients through excellent customer service skills.
- Coordinated with several departments, ensured coherent strategies.
- Analysed complex data, provided insightful recommendations.
- Organised case files meticulously, enhanced accessibility and efficiency.
- Consistently adhered to strict confidentiality protocols whilst dealing with sensitive information.
- Delivered expert advice on policy guidelines by conducting thorough research.
- Listened actively to offer accurate information and best solution to their needs.
Quality Data Monitoring Officer (QDMO)
Home Support Matters
2023.08 - 2023.12
- Identifying medication errors and alerting field care supervisors as well as the quality manager for further investigation.
- Conducted regular audits to ensure adherence to data standards.
- Completing weekly quality reviews on customer files to ensure all care plans and risk assessments are up to date.
- Managing the ‘Quality Inbox’, ensuring Complaints, Safeguarding, Accidents & Incidents and Investigations are appropriately assigned to the correct lead so actions are completed within the correct timeframe.
- Finalised EWS reports detailing decisions made and timelines followed.
- Opening ‘Early Warning System’ (EWS) reports on vulnerable customers in order to ensure appropriate actions are completed and progress monitored and recorded.
- Collaborated with customers, family members, carers, GP practices, social services, equipment services, pharmacies to ensure customer needs met, risks managed, and support provided in line with current care plans.
- Collaborated with quality team to enhance service standards.
- Assisted senior management in making informed decisions using verified and reliable dataset analyses.
- Identified discrepancies in existing datasets, leading to substantial improvements in accuracy.
- Worked diligently towards maintaining the integrity of critical business information through careful validation checks and balances.
- Addressed potential issues proactively by closely monitoring all incoming data sources.
- Managed ‘Office Message’ system recording vital customer information from carers in the field.
- Assigned customer-related tasks to relevant field care supervisors.
- Developed new role into a model adopted by organisation to enhance service delivery across business.
SEND Transport Support Officer
Swindon Borough Council
2022.03 - 2022.10
- Transport Risk assessor for the Education Transport Team, ensuring that a transport RA is in place for children with SEN.
- Collaborated with families, passenger assistants, and education transport to effectively manage incidents on transport
- Reviewing pupil folders to assess risk and vulnerability in line with the child’s Education & Health & Care Plan (EHCP)
- Carrying out passenger assistant appraisals for the Passenger Assistant Team - Managing enquiries through the Education Transport inbox
- Coordinated and attended professionals' meetings to address challenging behaviour on transport and implement safeguarding measures
- Reported safeguarding concerns and liaised with Swindon Safeguarding Hub to ensure child safety
- Completed mandatory and role-specific training sessions to enhance skills.
- Utilised MS Teams to facilitate team catch-ups and meetings effectively.
- Supported SEND service operations within children's transport services.
- Allocated resources optimally to meet operational requirements.
- Enhanced office productivity by coordinating and streamlining administrative procedures.
- Fostered a positive work environment by mediating staff disputes.
- Coordinated travel arrangements, ensuring minimal disruption to scheduled meetings and appointments.
- Conducted research to facilitate informed business decisions.
- Managed document filing system, enabling quick access to files.
- Organised meetings, took meeting minutes and completed follow-up actions.
- Adapted business support strategies to meet changing demands.
- Built and maintained strong working relationships with colleagues.
- Assisted with collecting statistics, data and other management information.
- Acted as point of contact for internal and external stakeholders, managing shared team inboxes and forwarding correspondence promptly.
- Maintained accurate records and documentation for reliable reference.
- Ensured accuracy and quality in data entry and recordkeeping tasks.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Demonstrated respect and friendliness while assisting team members.
- Utilised Microsoft Word to produce clear documents and communications.
- Applied positive customer service approach to increase satisfaction levels.
- Oversaw daily operations to achieve high productivity levels.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Vetting Officer
Suffolk Constabulary
2021.08 - 2021.12
- Conducted background checks on all applicants for constabulary roles, ensuring compliance with recruitment standards.
- Using Athena to perform a ‘Police National Computer’ (PNC) check that looks at any previous convictions the applicant may have.
- Conducting name enquiry checks on Athena to see if the applicant is linked to any current investigations.
- Conducted risk assessments to ensure public safety.
- Supported professional standards and anti-corruption initiatives by ensuring compliance across various departments.
- Wrote detailed reports, aiding in case documentation.
- Processed applications and updated department spreadsheets for Special Branch checks to maintain accurate records.
- Handled sensitive information with discretion and professionalism.
- Kept sensitive intelligence safe and secure from unauthorised access.
- Maintained meticulous records to detail chain of evidence and reported crimes.
- Facilitated smooth communications between departments for better coordination.
- Increased operational efficiency by streamlining administrative processes.
ICAIT Support Officer
Suffolk Constabulary
2020.02 - 2021.08
- Using computer programmes AXIOM and UFED to analyse suspects computers, phones and other electronic devices for the presence of indecent images of children and other criminal activity
- Utilised LACE (Law Against Child Exploitation) programme to grade indecent images of children, supporting evidence collection for investigations.
- Composed digital forensic reports detailing abuse imagery for court presentations, ensuring accuracy and compliance with legal standards.
- Tagged digital evidence for secure storage and retrieval.
- Updated police systems including Athena with investigation progress and completed internal event logs, maintaining accurate records for case management.
- Documented volume of indecent images by abuse category for accurate reporting.
- Working in partnership with colleagues and internal teams such as Digital Forensics and Cyber Crime as well as liaising with officers from other areas.
- Internet Child Abuse Investigation Team (ICAIT)
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Displayed energy and enthusiasm in fast-paced environment.
- Carried out day-to-day duties accurately and efficiently.
Peer Tutor
Norfolk & Suffolk NHS Foundation Trust (NSFT)
2018.01 - 2019.01
- Teaching Wellness Planning by using my lived experience of depression to inspire service users in their recovery. Wellness Planning is a six week course that looks at what recovery is, how to look after yourself both physically & mentally as well as how focusing on our strengths can aid recovery. As part of the role I also attend monthly tutor development sessions and supervision.
- Recovery College (Great Yarmouth & Waveney)
Chair of the Service User Hub
Norfolk & Suffolk NHS Foundation Trust (NSFT)
2018.01 - 2019.01
- Chaired the Hub, incorporating feedback from representatives of mental health and learning disability service user (SU) forums on current SU issues. Compiled a report detailing this feedback for presentation to the board of governors at NSFT. Facilitated monthly meetings to ensure SU voices influence service delivery and development within the trust.
- Led committee meetings and covered key priorities to aid delivery of company vision.
- Streamlined decision-making processes for enhanced efficiency.
- Steered board discussions to prioritise customer needs whilst achieving business goals.
- Guided the board in setting long-term goals to ensure company's growth.
- Upheld company mission, strategy and values to meet delivery objectives.
- Advocated for employee well-being programmes, fostered a healthy work-life balance.
Service Manager
Richmond Fellowship
2010.01 - 2013.01
- Supervised deputies and supported staff to work with complex needs clients
- Implemented managerial systems for day to day running of the service
- Oversaw comprehensive risk management processes to ensure organisational safety.
- Ensured service compliance with Health & Safety requirements
- Developed reporting tools to inform commissioners on service delivery and client outcomes
- Facilitated client transitions into independent living, enhancing autonomy and self-sufficiency
- Established community links service, facilitating smooth TUPE staff transition
- Worked with Business Development Team to write a successful external bid for commissioning more services
- Meeting strict deadlines in order to progress move-on plans
- Worked in partnership with a range of services
- Managed customer complaints for improved business reputation.
- Conducted thorough audits on services provided, maintaining top-quality standards consistently.
- Coordinated staff development training to improve overall service delivery.
- Led team meetings to set performance goals and review progress regularly.
- Delegated tasks effectively to maximise team potential and productivity.
- Implemented a new feedback system for more efficient performance reviews.
- Assessed employee performances regularly, providing constructive feedback as needed.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Forged partnerships with other service providers to boost signposting capabilities and diversify services.
- Ensured compliance with health and safety regulations at all times, reducing risk of accidents in the workplace.
- Oversaw maintenance of organisation's facilities to guarantee compliance with industry regulations.
Education
MA - Criminology
Middlesex University
London 2001.09 - 2002.12
BA - Criminology
Middlesex University
London 1998.09 - 2001.07
BTEC GNVQ Advanced - Health & Social Care
South Cheshire College
Crewe, Cheshire East 1996.09 - 1998.07
GCSEs - English, Maths, Science, Art & Home Economics
The County High School Leftwich
Northwich, Cheshire 1996.09 - 1998.07
Skills
- Data protection knowledge
- Report writing expertise
- Quality assurance skills
- Administrative proficiency
- Risk assessment skills
- Record keeping accuracy
- IT proficiency
- Effective communication
- Complaints investigation skills
- People management experience
- Customer focused
References
References available upon request
References
References available upon request.
Suffolk Constabulary Training
- Online Learning Packages - Information Management, (Feb 2020 – Ongoing)
- Athena – March 2020
- Grading Indecent Images of Children - August 2020
- Safeguarding Training February 2020
- Personal Safety Training – May 2021
Timeline
Quality Data Monitoring Officer (QDMO)
Home Support Matters
2023.08 - 2023.12
SEND Transport Support Officer
Swindon Borough Council
2022.03 - 2022.10
Vetting Officer
Suffolk Constabulary
2021.08 - 2021.12
ICAIT Support Officer
Suffolk Constabulary
2020.02 - 2021.08
Peer Tutor
Norfolk & Suffolk NHS Foundation Trust (NSFT)
2018.01 - 2019.01
Chair of the Service User Hub
Norfolk & Suffolk NHS Foundation Trust (NSFT)
2018.01 - 2019.01
Adviser
Citizens Advice Bureau
2015.01 - 2020.01
Service Manager
Richmond Fellowship
2010.01 - 2013.01
MA - Criminology
Middlesex University
2001.09 - 2002.12
BA - Criminology
Middlesex University
1998.09 - 2001.07
BTEC GNVQ Advanced - Health & Social Care
South Cheshire College
1996.09 - 1998.07
GCSEs - English, Maths, Science, Art & Home Economics
The County High School Leftwich
1996.09 - 1998.07