Souki Amira

• Provided day-to-day leadership within a high-volume student support and wellbeing service supporting a large and diverse university population, helping ensure timely, safe and coordinated responses across complex mental health, disability and wellbeing pathways.
• Supported members of staff with disabilities and long-term health conditions through Occupational Health referrals, reasonable adjustments, and disability passport / workplace adjustment arrangements, helping foster inclusive working practices and sustainable support.
• Liased with UCL Stakeholders, such as Business Partners, Departments, and Occupational Health to ensure that stakeholders gained further understanding around how to best support disabled students and staffs and ensure these were not a barrier to learning.
• Supported the delivery of services across a team of 50+ Disability, Mental Health and Wellbeing Advisors and Coordinators, strengthening triage, escalation, case management and service consistency across urgent and routine support pathways.
• Developed and improved operational processes to support safe, accessible and responsive service delivery across a multidisciplinary support function.
• Trained colleagues on the escalation and management of high-risk safeguarding concerns, including suicidal risk, psychotic episodes and acute mental health crises, strengthening consistency and confidence in complex case handling.
• Built and maintained referral pathways with specialist external providers including Gendered Intelligence, UMO, Nafsiyat Intercultural Counselling and Rape Crisis to support safe, appropriate and timely access to specialist services.
• Led quality assurance and internal audit activity across clinical and operational processes, helping maintain strong governance, safe practice and consistent support standards in line with the University Mental Health Charter.
• Produced operational and partnership reports to identify service trends, risks and opportunities for service improvement using data from external partners.
• Acted as a key liaison across HR, IT, internal teams and external organisations, coordinating responses and improving continuity across multi-stakeholder support pathways.
• Helped create a team culture in which disability and wellbeing needs could be discussed openly and appropriately, supporting psychologically safer and more inclusive working relationships.

• Deliver non-therapeutic mental health and wellbeing support to students experiencing emotional, psychological and mental health difficulties, helping to reduce barriers to study and improve access to appropriate support.
• Provide information, advice and practical guidance to students via face-to-face, email and telephone contact on areas including Statements of Reasonable Adjustments, mental health support options and study skills referrals.
• Support the daily duty practitioner by following up with students presenting with risk or heightened concern, helping ensure timely, compassionate and well-coordinated responses within a high-volume university environment.
• Act as a key point of contact with the Disability, Mental Health and Wellbeing (DMHW) team regarding Students of Concern, contributing to peer discussions, team coordination and joined-up responses to complex cases.
• Attend weekly safeguarding meetings and contribute to the management of students presenting with risk or potential risk, ensuring concerns are escalated appropriately and handled with sound judgement, sensitivity and professionalism.
• Liaise with internal stakeholders across Student Support and Wellbeing Services, academic departments and Professional Services, as well as external organisations including the NHS, voluntary and private providers, and where appropriate students’ next of kin, to strengthen coordinated support pathways.
• Maintain accurate and up-to-date records across UCL systems and the SPCS database, supporting safe case management, continuity of support and strong information governance.
• Keep abreast of developments in student mental health, wellbeing, regulation and relevant legislation, applying this knowledge to practice and contributing to inclusive, equitable support delivery.
• Work in line with UCL policies, procedures and equality principles, helping ensure that support is delivered in a way that promotes accessibility, non-discrimination and appropriate safeguarding.

• Led the development and delivery of a high-volume mental health service across virtual and in-person settings, designing accessible and responsive support pathways for a diverse client community.
• Held end-to-end responsibility for service delivery supporting 1,200+ clients and 20,870+ therapy sessions, ensuring safe, inclusive and well-governed provision.
• Conducted community listening and focus groups to identify emerging needs, improve accessibility and strengthen service delivery for underserved communities.
• Led the adaptation of service delivery to remote and hybrid models, ensuring disabled and immunocompromised trainee therapists could continue to access clinical placement hours safely, equitably and without disadvantage, while maintaining service quality and governance standards.
• Served as the primary point of contact for safeguarding escalations and the management of complex client presentations, making timely and appropriate decisions in high-risk and emotionally sensitive situations.
• Managed intake, assessment and matching workflows for 1,000+ clients, using service data to triage need, coordinate support and improve access, achieving 800+ successful client-therapist matches.
• Designed and improved service processes to strengthen accessibility, consistency and quality across client journeys, including assessment pathways, escalation handling, communication workflows and training delivery.
• Line managed and developed 90+ trainee therapists, overseeing recruitment, onboarding, supervision, training and performance management in a highly sensitive care environment.
• Led workshops and operational training for 250+ trainees, including Safeguarding, Working with Cultural Diversity and First Session training, building capability and consistency in person-centred support.
• Established feedback loops across clients, counsellors, supervisors and partner organisations, using feedback and insight to improve service responsiveness, quality and inclusion.
• Built strategic partnerships with organisations including East London IAPT, Family Action and Pause, strengthening referral pathways and coordinated care for vulnerable individuals.

Aug 2019 – Dec 2019

• Supported project leads in preparing regulatory documentation and research presentations.
• Assisted with data processing and survey research to support study delivery and reporting.
• Contributed to therapeutic content development for the BioBase application.
• Collaborated with researchers on materials for publication and presentation.