Rachel Pilling
Haverfordwest,Pembrokeshire
Summary
An experienced and compassionate Support Worker with a background in supporting families, children, and individuals in various challenging circumstances. Currently working with Afghan refugees at Pembrokeshire County Council, I also have significant experience in supporting domestic abuse survivors, at-risk individuals, and those facing homelessness. A qualified chef and business owner, I ran my café for 3 years, demonstrating strong entrepreneurial skills, financial management, and community engagement. Passionate about providing holistic support, fostering positive environments, and creating meaningful partnerships across multiple sectors. Adept at community engagement, compliance and regulation, and problem solving. I am certified in first aid and hold a full UK driving licence. Skilled in budgeting and financial planning, professional networking, domestic violence awareness, critical decision making, and proficient in Microsoft Office Suite. Committed to leveraging these competencies to drive impactful community initiatives and foster positive change.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work history
Senior Family Support Coordinator in Pembrokeshire
Home Start Cymru
Haverfordwest, Wales
07.2025 - Current
- Lead the delivery of high-quality family support services, providing oversight for complex case management and early intervention work with vulnerable families and children.
- Supervise and support a team of support workers and trained volunteers, conducting regular supervisions, reflective practice, and annual appraisals.
- Ensure that safeguarding procedures are rigorously followed and concerns are managed in line with statutory and organisational protocols.
- Collaborate with multi-agency partners, including social services, health visitors, schools, and local authorities, to coordinate holistic family support.
- Monitor service delivery against key performance indicators and funder outcomes, contributing to reports and evaluations.
- Support the recruitment, training, and ongoing development of volunteers to ensure effective family engagement.
- Promote inclusive, trauma-informed practice in line with Home-Start Cymru’s values and early years policy frameworks.
Family Liaison Officer
Pembrokeshire County Council
Haverfordwest, Pembrokeshire
09.2024 - 07.2025
- Serve as a primary point of contact between Afghan refugee families, local schools, and the resettlement team.
- Assist students in the classroom with their English language learning and overall educational development.
- Collaborate with teachers to identify and address the specific learning needs of refugee students.
- Facilitate communication between families and educational staff to ensure understanding of school expectations and support systems.
- Provide cultural guidance and assistance to schools and families to ease the transition process for refugee students.
- Collaborated with colleagues for effective teamwork.
- Established and maintained working relationships with clients based on trust and non-judgment.
Cafe Owner/Manager
Local Leisure Centre
Pembrokeshire
05.2021 - 12.2024
- Owned and managed a cafe at the local leisure centre with a team of 8 staff, overseeing all operational aspects of the business
- Created staff rotas, managed holidays and sickness, and handled all aspects of payroll and banking
- Developed and adhered to a budget, managed stock rotation, and ordered supplies to ensure smooth operation
- Collaborated with the leisure centre to create and promote activities for the public, including community events and family-friendly initiatives
- Created and maintained contracts with suppliers and staff, ensuring compliance with health and safety and environmental standards
- Developed community outreach programs, including providing support to the elderly in completing forms and checking on them outside of working hours
- Worked with a local homeless charity to provide food, organize access to hot showers, and support individuals in need by charging their phones
- Organized donation drives for the local women’s refuge, providing boxes for the community to donate items during the Christmas period
Support Worker
Hafan Cymru Pembrokeshire & Carmarthenshire
Pembrokeshire, Carmarthenshire
04.2016 - 07.2017
- Supported individuals across various services, including young persons' floating support, refuge services, probation services, and supported living for young girls and women
- Conducted risk assessments, personal applications, and assisted clients in applying for benefits
- Coordinated with Social Services, Housing, Probation, Police, and Homeless Shelters to ensure comprehensive support for clients
- Worked at the Domestic Abuse Supported Accommodation Scheme in Carmarthen, assisting women and children escaping domestic abuse
- Managed paperwork for benefits and grants, and worked with local organizations to provide food parcels and furniture
- Initiated activities for women and children to improve mental health and create a sense of normalcy, including arts and crafts, gardening, and outings
- Fostered community relationships to secure donations, such as tickets to local attractions and events for the families
Family Support Volunteer
HomeStart Carmarthen Llanelli
Carmarthen
05.2014 - 09.2016
- Supported families referred by social services, health visitors, and education services, addressing issues such as mental health, domestic abuse, behavioral problems, financial management, and job search support
- Provided weekly two-hour visits to families, offering tailored support to help them overcome personal and practical challenges
- Compiled and submitted weekly reports detailing progress and challenges to the manager
- Participated in multi-agency meetings where feedback and progress were discussed to ensure coordinated support from all involved services
Business Support Officer (Volunteer)
Action for Children
Haverfordwest
01.2013 - 01.2016
- Managed reception duties, including answering phones, responding to emails, and greeting clients
- Coordinated meetings, helping to arrange schedules and ensure all logistics were in place
- Trained and supported volunteers, providing guidance on their roles and responsibilities
- Organized digital and hard copy files, ensuring all records were up to date and easily accessible
- Took minutes during meetings and communicated key decisions effectively
- Wrote letters for external agencies and clients, ensuring clear communication and professionalism
- Completed additional training to further develop skills and contribute to the organization’s mission
Catering Manager
Dragon LNG for Pembrokeshire Canteen Services
Pembrokeshire
06.2007 - 07.2009
- Managed a team of 18 staff members, overseeing the day-to-day operations of a large canteen serving up to 1,000 people
- Responsible for creating and managing staff rotas, ensuring appropriate staffing levels for peak periods
- Managed banking, staff absences, and administrative tasks related to payroll and human resources
- Handled stock rotation, ordering of supplies, and inventory management to maintain efficiency and cost-effectiveness
- Collaborated closely with senior management to ensure the canteen met client requirements and expectations
- Ensured compliance with environmental health regulations and client-specific guidelines, completing necessary paperwork
- Led catering for corporate events and high-volume services, maintaining quality standards and operational efficiency
Education
BA - Primary Education Studies
University of Wales Trinity Saint David
Carmarthenshire 09.2013 - 06.2016
NVQ Level 2 - Professional Catering
Pembrokeshire College
Haverfordwest 09.2007 - 06.2008
A-Levels - English
Ysgol Dewi Sant
St. Davids, Pembrokeshire 01.2006 - 12.2006
GCSEs - English Literature, English Language, Maths, Science Double Award, Welsh, German, Art, Textiles, Religious Studies, Physical Education
Ysgol Dewi Sant
St. Davids, Pembrokeshire 01.2004 - 12.2004
Skills
- Educational Support
- Cross-Cultural Communication
- Family Liaison
- Entrepreneurial & Business Management
- Risk Assessment & Support
- Community Engagement
- Compliance & Regulation
- Problem Solving
- First-aid certified
- Full UK driving licence
- Budgeting and financial planning
- Professional networking
- Community engagement
- Domestic violence awareness
- Critical decision making
- Microsoft Office Suite
Languages
English
Affiliations
- I'm an animal lover with a deep connection to my Shetland pony and two dogs, and I've been passionate about horse riding since I was 12. My adventurous spirit takes me to the beach, where I enjoy paddleboarding, rock-pooling, walking, and exploring nature's beauty. I have a curiosity for history, enjoying the stories and lessons from the past, something which I enjoyed doing with my late Grandfather. Socializing with family and friends is another important part of my life, reflecting my love for meaningful connections.
References
References available upon request.
Custom
- Data protection, Pembrokeshire County Council, 09/24
- MiDAS Training, Pembrokeshire County Council, 11/01/24, Completed
- Trauma Informed School Training, Pembrokeshire County Council, 11/01/24, Currently Attending
- Domestic Violence Awareness Level 2, Llanelli Women's Aid, 10/01/15
- Domestic Abuse and the Effects on Children Level 3, Pembrokeshire County Council, 03/01/15
- Supporting Parents with Depression, HomeStart Carmarthen-Llanelli, 2015
- Disruption with BAAF, Pembrokeshire County Council, 02/01/15
- Challenging Behaviour, Action for Children, 2015
- Safeguarding Children, 07/01/16
- Understanding Domestic Violence and Related Services, 06/01/16
- Protection of Vulnerable Adults, 07/01/16
- Training on the Benefits Cap, 07/01/16
- Substance Misuse, 09/01/16
- Domestic Abuse Workshop, 10/01/16
- Restorative Approach Training, 11/01/16
- Drug and Alcohol Abuse Training, 12/01/16
Personal Information
Date of birth: 03/28/86
Timeline
Senior Family Support Coordinator in Pembrokeshire
Home Start Cymru
07.2025 - Current
Family Liaison Officer
Pembrokeshire County Council
09.2024 - 07.2025
Cafe Owner/Manager
Local Leisure Centre
05.2021 - 12.2024
Support Worker
Hafan Cymru Pembrokeshire & Carmarthenshire
04.2016 - 07.2017
Family Support Volunteer
HomeStart Carmarthen Llanelli
05.2014 - 09.2016
BA - Primary Education Studies
University of Wales Trinity Saint David
09.2013 - 06.2016
Business Support Officer (Volunteer)
Action for Children
01.2013 - 01.2016
NVQ Level 2 - Professional Catering
Pembrokeshire College
09.2007 - 06.2008
Catering Manager
Dragon LNG for Pembrokeshire Canteen Services
06.2007 - 07.2009
A-Levels - English
Ysgol Dewi Sant
01.2006 - 12.2006
GCSEs - English Literature, English Language, Maths, Science Double Award, Welsh, German, Art, Textiles, Religious Studies, Physical Education
Ysgol Dewi Sant
01.2004 - 12.2004
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