Summary
Overview
Work history
Education
Skills
Affiliations
Certification
References
Timeline
Generic

Pamela Gibson

GLASGOW,No

Summary

Dedicated professional with extensive training in advocacy for families and data privacy compliance. Demonstrates a deep understanding of safeguarding laws and is an empathetic listener skilled in effective, compassionate communication. A trauma-informed practitioner with expertise in family mediation using the Solihull Approach and Restorative Justice training. Possesses neurodivergent awareness, suicide awareness training for children and young people, and is trained in domestic violence and addiction issues. Committed to community engagement through active listening, negotiation skills, and professional judgment. Experienced in working with young people exhibiting harmful sexualised behaviour and those affected by developmental trauma or parental substance misuse.

Overview

25
25
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Family support worker

GIFSS (Glasgow Intense Family Support Service
Glasgow, Glasgow City
12.2018 - Current
  • Mentored parents in managing challenging behaviours; fostered positive changes.
  • Improved children's behaviour by implementing structure and routine.
  • Provided emotional support for improved family dynamics.
  • Coordinated community resources for comprehensive family support.
  • Worked closely with schools; improved child attendance rates.
  • Signpost to relevant third sector services.
  • Use trauma informed practice to support sustainable changes.
  • Liaise with referring agencies in a timely manner.
  • Record accurate updates informing relevant agencies of concerns for young people and their families
  • Offered advice on budget management, reducing financial stress in households.
  • Maintained detailed case notes, aiding in decision making processes.
  • Promoted healthy relationships amongst family members through mediation.
  • Assisted families in navigating the welfare system; secured appropriate benefits.
  • Conducted home visits, ensuring a safe environment for children.
  • Collaborated with multidisciplinary teams for effective care planning.
  • Liaised closely with social services to safeguard at-risk children.
  • Established trust with clients to enhance communication.
  • Dealt with crisis situations calmly, ensuring safety of all involved parties.
  • Engaged with children and families using creative strategies and professional approach.
  • Managed complex caseload of vulnerable families through strategic prioritisation.
  • Empowered individuals to lead normal, healthy lives by delivering professional and emotional care.
  • Reported child abuse in accordance with legal standards of mandatory reporters.
  • Provided written and electronic reports of conducted work adhering to policies and procedures.
  • Developed integral relations with families and external agencies for holistic service delivery.
  • Escorted families to counsellor, legal aid workers and doctor appointments.
  • Increased youth participation in pro-social activities through collaboration with therapist assistants and community resources.
  • Identified key client needs to develop targeted support programmes.
  • Monitored client progress and adapted support programmes to meet changing needs.
  • Helped service users to gain ability to function independently in society.
  • Recommended clients for specific treatment programmes to aid timely recovery.

Customer service representative

O2 Telefonica
Glasgow, Glasgow City
04.2006 - 03.2009
  • Streamlined processes through efficient record keeping.
  • Ensured smooth running of operations with timely preparation of reports.
  • Developed strong relationships with customers fostering brand loyalty and repeat business.
  • Trained new hires for improved productivity and efficiency on the job floor.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Offered technical support, leading to enhanced user experience.
  • Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.

Customer service representative

T Mobile
Greenock, Inverclyde
07.2000 - 04.2006
  • Processed orders promptly ensuring a positive shopping experience for customers.
  • Participated in team meetings sharing best practices for improving service delivery.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Trained new hires for improved productivity and efficiency on the job floor.
  • Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
  • Managed high volume of inbound calls for quick resolution of customer issues.
  • Developed strong relationships with customers fostering brand loyalty and repeat business.
  • Improved customer satisfaction by effectively handling complaints and inquiries.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Processed inbound customer calls, providing information on service or product upgrades

Education

Bachelor of Science - Social and Public Policy

University of Glasgow
Glasgow
09.2017 - 06.2020

Scottish Qualifications Certificate - Access to Humanities

Glasgow Kelvin College
Glasgow, Glasgow City
08.2016 - 06.2017

SVQ 3 Health And Social Care - Health And Social Care

West Lothian College
Edinburgh
03.2025

Skills

  • Advocacy for families
  • Data privacy compliance
  • Understanding of safeguarding laws
  • Empathetic listener
  • Effective, compassionate communication
  • Trauma informed practitioner
  • Interpersonal communication
  • Community engagement
  • Active listening
  • Negotiation skills
  • Professional judgment
  • Family mediation using the Solihull Approach and Restorative Justice training
  • Neurodivergent awareness trained by the NHS
  • Suicide awareness training in children and young people trained by the NHS
  • Domestic Violence trained
  • Addiction trained
  • Working with Young People with Harmful Sexualised Behaviour
  • Understanding and caring for Young People who have experienced developmental trauma
  • Children Affected by Parental substance misuse

Affiliations

  • Spending time with my family at our caravan, watching movies, playing board games.
  • Cooking with my children.

Certification

SVQ 3 in Health and Social Care

References

References available upon request.

Timeline

Family support worker

GIFSS (Glasgow Intense Family Support Service
12.2018 - Current

Bachelor of Science - Social and Public Policy

University of Glasgow
09.2017 - 06.2020

Scottish Qualifications Certificate - Access to Humanities

Glasgow Kelvin College
08.2016 - 06.2017

Customer service representative

O2 Telefonica
04.2006 - 03.2009

Customer service representative

T Mobile
07.2000 - 04.2006

SVQ 3 Health And Social Care - Health And Social Care

West Lothian College

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Pamela Gibson