Monica Ann Farrugia
Victoria,MALTA
Summary
A compassionate and resilient professional with over 30 years of varied experience in hospitality, mental health, heritage, and care services. I adopt a person-cantered leadership style, grounded in empathy, effective communication, and practical organization.
Compassionate Mental Health Recovery Worker with knack for understanding and supporting individuals on their recovery journey. Fostered positive and safe environment, leading to significant improvements in client well-being and engagement. Known for collaborative approach and success in developing tailored recovery plans.
Overview
31
31
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Recovery Officer Mental Health
The Malta Trust Foundation
Gharb, Gozo, Malta
03.2022 - 12.2024
- Elevated from Mental Health Support Worker to Mental Health Recovery Officer.
- In this capacity, I delivered empathetic support and counselling around the clock to residents, assisting them in their recovery journey during both day and night shifts.
- Worked alongside healthcare professionals and community organizations to develop customized recovery care plans and wellbeing strategies, organized wellness workshops and support groups, and created informative communication materials to promote mental health awareness.
Host and Curator
Cathedral and Museum- Gozo Diocese
Victoria, Gozo, Malta
08.2018 - 05.2021
- As the main liaison and guide for international guests visiting the historic Cathedral and Museum, I organized captivating and educational tours, imparting the profound cultural and religious heritage to travellers from across the globe.
- I worked in conjunction with the administration to organize and publicize special events, exhibitions, and community initiatives, while also creating innovative marketing materials.
Entrepreneur Owner & Manager
Clockhouse Coffee Shop
Victoria, Gozo, Malta
11.2011 - 10.2016
- Orchestrated successful product launches, positively impacted company reputation.
- Directed all aspects of business administration to ensure smooth functioning.
- Cultivated strong professional relationships with clients, drove customer loyalty.
- Tailored unique selling propositions based on customer needs analysis.
- Streamlined order fulfilment processes, resulting in faster turnaround times for customers.
- Oversaw supply chain procedures to ensure timely delivery of goods.
Retail manager
USC
Watford, United Kingdom
02.2008 - 08.2011
- Implemented innovative visual merchandising techniques which led to increased shopper interest.
- Handled customer complaints effectively to maintain high levels of customer satisfaction.
- Coordinated promotional activities for achieving higher brand visibility on the shop floor.
- Implemented loss prevention strategies for reducing shrinkage levels in the store.
- Managed inventory for smoother operations.
- Boosted overall store productivity with careful personnel management and motivation techniques.
- Monitored competitors closely, enabling strategic pricing decisions and marketing efforts.
- Streamlined checkout procedures, enhancing customer experience during peak shopping periods.
- Optimised merchandise display, contributing to improved store aesthetics and shopper engagement levels.
- Performed various store operations including opening and closing procedures, product display management and budget control.
Youth and community worker
Borough of Harrow – Youth Connexions Services
Harrow
06.2003 - 09.2007
- Reduced truancy rates by offering engaging extracurricular projects to students at risk of exclusion from school.
- As youth workers, we provided support and guidance through mentorship and emotional assistance to young individuals, aiding them in navigating personal and social challenges.
- Planned and executed youth-centred activities, improving community engagement.
- We developed and executed programs and activities that fostered personal growth, education, and social skills.
- In our role as Community Workers, we collaborated with local organizations, government entities, and stakeholders to effectively tackle community issues.
Teaching assistant
London Borough of Harrow – Education Services
Harrow, United Kingdom
01.2002 - 06.2005
- Liaised between teachers and parents, maintaining open lines of communication.
- Managed administrative tasks, aiding smooth running of the class.
- Facilitated active learning environments with engaging teaching aids and resources.
- Prepared classroom materials to facilitate efficient lessons.
- Assisted in conducting assessments to determine student understanding of subjects.
- Provided additional support to students with special educational needs, ensuring inclusivity.
- Improved student engagement by utilising interactive learning techniques.
Retail and Hospitality
Multiple
, Malta
03.1994 - 02.2002
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Oversaw daily operations to achieve high productivity levels.
Education
Bachelor of Science - Social Work & Social Policy
University of Malta
Malta 10.2015 - 06.2016
Skills
- Leadership and Team Coordination
- Working with multi-disciplinary teams
- Rehabilitation programme implementation
- Therapeutic boundaries
- Empathy and understanding
- Understanding of recovery principles
- Youth work experience
- Resilience in stressful situations
- Patient assessments
- Management of Operations and Services
- Effective Communication and Active Listening
- Care Driven by Empathy
- Awareness of Mental Health and Dementia
- Competence in Cultural Matters
- Development and Training of Staff - Engagement with the Public and Stakeholders
- Persistence and determination
Certification
- 09/08/22 - Mental Health First Aid Community - Richmond, Malta.
- 10/06/22 - Food Handler Training License B – Food Safety Assurance, Malta.
- 20/07/22 – Health & Safety Certificate, Malta.
- 07/10/03 – 30/09/07 – Stage 2 Youth and Community Services – London Borough of Harrow, United Kingdom.
- 10/01/02 – 15/06/05 – Teaching Assistant – London Borough of Harrow, United Kingdom.
Languages
English
Fluent
Italian
Advanced
French
Upper intermediate
PERSONAL INTERESTS AND INSIGHTS
I possess a profound passion for the convergence of psychological and theological studies. These two perspectives – one grounded in the mind and the other in meaning – provide me with a deeper, more compassionate insight into human behaviour.
This dual viewpoint enables me to connect more profoundly with individuals in care, leadership, and communication. It shapes the way I listen, support, and lead – with empathy, clarity, and purpose.
Most importantly, I hold the belief that caring for the vulnerable transcends mere work – it is a calling. This conviction drives my commitment to dignity, trust, and the small, human details that render care genuinely meaningful.
Affiliations
- Swimming
- Music
- Reading & Writing
Timeline
Recovery Officer Mental Health
The Malta Trust Foundation
03.2022 - 12.2024
Host and Curator
Cathedral and Museum- Gozo Diocese
08.2018 - 05.2021
Bachelor of Science - Social Work & Social Policy
University of Malta
10.2015 - 06.2016
Entrepreneur Owner & Manager
Clockhouse Coffee Shop
11.2011 - 10.2016
Retail manager
USC
02.2008 - 08.2011
Youth and community worker
Borough of Harrow – Youth Connexions Services
06.2003 - 09.2007
Teaching assistant
London Borough of Harrow – Education Services
01.2002 - 06.2005
Retail and Hospitality
Multiple
03.1994 - 02.2002
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