Sarah Matthew
Mansfield Woodhouse,United Kingdom
Summary
Accomplished professional with extensive expertise in psychotherapy and mental health services, specialising in cognitive behavioural therapy and integrative counselling. Demonstrates proficiency in team management, case management, and change management, with a strong focus on therapeutic communication and crisis response. Skilled in using Microsoft Office tools for report writing and client record maintenance. Committed to advancing mental health literacy and trauma-informed practices while fostering a supportive environment through mentoring and group facilitation processes.
Compassionate professional with focus on mental health and well-being. Offering empathetic and patient-centred approach to help individuals navigate personal struggles. Skilled in active listening, building rapport and implementing therapeutic techniques to promote mental health resilience and recovery.
Overview
30
30
years of professional experience
11
11
years of post-secondary education
1
1
Certification
Work history
Volunteer Counsellor
Nottinghamshire Mind
Mansfield, United Kingdom
05.2023 - 06.2025
- Carried out over 350 hour clinical hours
- Achieved less than 5% DNA results
- Guided clients through emotional and psychological challenges such as anxiety and grief.
- Customised therapeutic interventions based on individual client circumstances.
- Leveraged various frameworks, including CBT and transactional analysis, in practice.
- Fostered trusting therapeutic relationships to aid clients in addressing complex issues.
- Demonstrated empathy and active listening skills throughout client interactions.
- Recorded session details accurately in line with regulatory standards.
- Attended supervision sessions for professional growth and reflective practice.
- Upheld ethical standards outlined by British Association of Counselling and Psychotherapy, ensuring credibility and integrity at all times.
- Developed personalised coping strategies for improved mental health.
- Enhanced understanding of personal issues through psychoeducation methods for better awareness.
- Offered crisis intervention strategies during critical incidents, thus reducing harm risk.
- Encouraged self-care habits amongst clients contributing towards overall well-being.
- Kept accurate record of sessions as per regulatory guidelines ensuring accountability and transparency.
- Maintained confidentiality of client information; demonstrating professional ethics and respect.
- Facilitated positive change by devising action plans collaboratively with clients.
- Strengthened rapport with diverse clientele using culturally sensitive counselling approach.
- Helped clients manage difficult life events using problem-solving techniques, helping them regain control over their lives.
Directory of Services Officer
Hertfordshire & West Essex ICB
Welwyn Garden City
12.2018 - 06.2025
- Current role as an Analyst within the Integrated Care Board, demands my ability to leverage complex healthcare data to identify patterns in NHS service usage and highlight potential gaps in patient access to care.
- Played a critical role in informing the design and implementation of equitable, patient-centered care pathways across Primary, Secondary, Urgent, and Emergency services by providing data informing service take-up and capacity based on localities and clinical need.
- Collaborated closely with commissioners and service providers to support the development and roll-out of new system pathways that improve access and streamline the patient journey.
- Provided project support for national healthcare initiatives including Think 111 First, the Community Pharmacist Consultation Scheme, and 111 Online, working in alignment with NHS England and NHS Digital directives to facilitate the smooth on boarding of new pharmacy registration and access by healthcare professionals for referral.
- Responsibility for the creation and presentation of data-driven reports, transforming complex datasets into actionable insights for key stakeholders, helping shape commissioning decisions and improve outcomes across the system.
IUC Shift Manager
HUC
Welwyn Garden City, United Kingdom
11.2012 - 12.2018
- Managed a high-pressure, fast-paced inbound and outbound call centre supporting urgent care services, managing daily average of 13000 calls.
- Monitored call handling performance, ensuring adherence to 98% Key Performance Indicators (KPIs).
- Handled complaint escalations, ensuring timely and effective resolution in line with NHS standards.
- Led performance management and attendance oversight, promoting a culture of accountability and support.
- Identified staff training needs and delivered quarterly mandatory training sessions to maintain compliance and service quality.
- Trained staff on systems and processed, resulting in better customer interactions.
- Reported key metrics to upper management for business decision-making process.
- Enhanced productivity through performance monitoring and constructive coaching sessions in one to one sessions with employees to assist in identifying knowledge gaps and improvements.
- Recruited new hires to strengthen the existing workforce..
- Trained new hires and set up mentoring relationships to drive team performance.
Police Officer
Metropolitan Police
London, United Kingdom
07.1995 - 01.2012
- Executed covert and overt operations to reduce crime and safeguard vulnerable individuals.
- Directed a team of 15 police officers and 7 community safety officers in collaborative initiatives.
- Managed support for survivors of serious sexual assaults during investigations and judicial processes.
- Coordinated responses to critical incidents, including fatalities and sensitive cases.
- Conducted thorough investigations, achieving successful convictions in magistrates' and crown courts.
- Performed comprehensive risk assessments before search warrants to ensure operational safety.
- Utilised negotiation skills to defuse volatile situations peacefully.
- Oversaw busy 999 control room, ensuring quality assurance of despatch units across North London.
Education
Diploma of Higher Education Level 4 and Level 5 - Counselling
CHRYSALIS COURSES National Counselling Society
Hertfordshire 06.2021 - 05.2023
Bachelor of Arts - Contract Law
University of Hertfordshire
Hatfield 01.2012 - 06.2014
Certificate of Higher Education - Business Studies
Open University
Hertfordshire 02.2010 - 10.2010
GCSE - General Education
Grey Coat Hospital School For Girls
Westminster, Greater London 09.1982 - 06.1988
Skills
- Team management
- Case management
- Microsoft
- Psychotherapy
- Report writing
- Mentoring
- Change management
- Interviewing
- Cognitive behavioural therapy techniques
- Group facilitation processes
- Person-Centred counselling methods
- Neurolinguistic programming
- Integrative counselling
- Domestic violence awareness
- Client record maintenance
- Telephone counselling
- Suicide risk assessment
- Trauma-Informed practices
- Psychodynamic therapy techniques
- Data Analysis
- Management
- Team Leader
Websites
Certification
- Level 5 Professional Diploma in Therapeutic Counselling Practice, Princes Trust, 10/01/22, Present
- MNCPS Acc Hypnotherapy, 05/01/21, Present
- Level 4 Counselling Skills and Theory, Princes Trust, 01/01/21, 06/01/22
- Registered with NCPS and The Hypnotherapy Society
Custom
30
Personal Information
- Customer Service
- Healthcare
References
References available upon request.
Timeline
Volunteer Counsellor
Nottinghamshire Mind
05.2023 - 06.2025
Diploma of Higher Education Level 4 and Level 5 - Counselling
CHRYSALIS COURSES National Counselling Society
06.2021 - 05.2023
Directory of Services Officer
Hertfordshire & West Essex ICB
12.2018 - 06.2025
IUC Shift Manager
HUC
11.2012 - 12.2018
Bachelor of Arts - Contract Law
University of Hertfordshire
01.2012 - 06.2014
Certificate of Higher Education - Business Studies
Open University
02.2010 - 10.2010
Police Officer
Metropolitan Police
07.1995 - 01.2012
GCSE - General Education
Grey Coat Hospital School For Girls
09.1982 - 06.1988
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