Rianna Fergus

As an Assessment and Reconnection Worker at St Mungo's I have worked in various teams within the organisation including a Rapid Response Assessment Centre, within a hostel for women with multiple disadvantage, as a community Move on Worker within the Criminal Justice Team and most recently implementing a complete restructure at StreetLink London. All roles have aimed to support clients to end their homeless, whilst taking a holistic approach that helps tackle the multiple needs that the community faces.

Roles include:

-Being part of a busy team environment working closely with women whom have multiple complex support needs.

-Provide a personalised case management service to clients, turning assessment recommendations into practical action plans which fully involves the client.

-Build and maintain effective relationships to support clients throughout their recovery.

-Develop a knowledge of relevant legislation such as, welfare a benefit and housing legislation.

-Providing support and facilitating access to appropriate services by highlighting what the clients needs were and the services that would best support end goals.

- Preparing and maintaining accurate case records that include care plans for each client and assist in case management.

-Ensuring customers chose the right product for their needs using my product knowledge and using customer experience data to find the best matches.

-Resolve disputes between renters and owners using a sensitive & diplomatic approach.

-Responding to all queries in a timely manner via email and telephone.

-Handling insurance claims between clients and third-party partners.

-Be able to handle working in a fast-paced environment and remain calm in high pressure situations.

-Train and support new team members through our onboarding process. I developed resources (onboarding website) for all new support members to help ease the transition into new roles.

Working within the framework of local education authority policies (LEA) and guidelines, in particular those relating to curricular aims and principles.

Maintaining relationships with parents and communicating with them on pupils’ learning and progress, drawing attention to special skills and talents as well as problems or difficulties.

Communicating key information to the senior leadership and presenting new ideas persuasively often with evidence to support.

Ensuring children were supported with their emotional needs and working with them to recognise their 'big' emotions.

Creating a stimulating, inclusive learning environment in order to meet the needs of all students and to ensure learning was accessible.

Freelance Temporary Summer Role:

-Support the team manager in identifying new stakeholder engagement opportunities.

-Work to tight deadlines in order to meet business targets.

-Liaise with society presidents and pitch the core values of -DigDeep in order for them to allow colleagues to present fundraising ideas to students in the future.

Contributing to review of school wide policies and aims by drawing on my experience of working in education within UK and adapting ideas to meet the needs of students in Thailand.

To plan and prepare courses, schemes of work and individual lessons appropriate to the needs, interests, experience and existing knowledge of the pupils in the class.

Empower students to work to their full potential, this often included putting on extra classes or taking time out from the curriculum to discuss issues students were facing.

Working closely with other English teachers to ensure a uniformed approach to learning.

To oversee visits to community partners and charities, allowing young people to pitch their ideas and lead conversations were appropriate.

Ensure health and safety, behaviour management and National Citizen Service regulations were upheld at all times.

Taking an active role in helping young people prepare for Social Action Project Day including organising logistics, proofreading emails, supervising visits to locations of their choice.

Supporting young people to resolve any issues that arose and offer support and advice regarding any issues or worries they may be facing

Advising and assisting customers using extensive product knowledge

Conducting customer transactions

Handling complaints or forwarding serious issues to the manager on duty.