Steven Kelly
Service Manager
London
Summary
Organised and experienced Service Manager skilled in task, team and project coordination seeks service management position to further enhance abilities and knowledge. Plans and prioritises effectively to meet all deadlines and achieve key objectives.
Builds effective rapport and relationships to achieve organisational objectives. Coordinates people and resources efficiently to achieve desired outcomes within cost, quality and time constraints.
Highly motivated with 18 years of social care experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organisational levels.
Overview
11
11
years of professional experience
Work history
Service Manager
We Are With You
Wandsworth & Richmond
03.2023 - 08.2023
- Successful oversight of a large team of Substance Misuse Recovery Workers across two boroughs
- Effective partnership working within a consortium (SLaM, St Mungo's, Cdars) to meet clinical and recovery need of referred individuals with complex needs to enable reduction in use and greater positive outcomes.
- Built respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Resolved complex issues with strong analysis and investigations.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Optimised processes by reviewing systems and ensuring maximum impact for service users
Team Leader
WDP Greenwich
Greenwich
11.2022 - 03.2023
- Oversaw a team of Recovery workers to deliver harm reduction interventions across Greenwich - line management, audits, team meeting delivery.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Fostered positive employee relationships through communication, tailored training and coaching.
- Undertook regular performance reviews to identify best practice and areas for improvement.
- Maintained accurate employee records and updates on performance, absence and HR conversations.
DRIVE Service Manager
RISE CIC
Croydon, Sutton & Bromley
12.2019 - 11.2022
- Successfully oversaw three Domestic Violence perpetrator services.
- Team of 9 - delivering effective reflective supervisions, tailored training and development for best outcomes.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Monitored operational progress against budgets for cost-effective service provision.
- Optimised processes by reviewing systems and enhancing outcomes for service users.
- Quality assurance - audits, client work observations.
- Quarterly contract monitoring/performance.
- Stakeholder engagement/participation/strategic oversight.
- Chair of effective weekly perpetrator panels/multi-agency meetings.
DRIVE Case Manager
RISE CIC
Croydon
12.2018 - 12.2019
- Effective behaviour change work with high-risk perpetrators of domestic violence in prisons and the wider community across and outside of London.
- Successful management of large caseload, assessing holistic need of service users, liaising with victim support workers to monitor and collaboratively reduce risk to victims and children.
- Participating in fortnightly Croydon MARAC meetings to discuss and accept new referrals and input into victim safety plans.
- Effective multi-agency work with Police, Children's Services, Probation, Mental Health & Substance Misuse services
Senior Project Worker
St Mungo's
Lewisham, London
06.2018 - 12.2018
- Effective support to high-risk clients to manage their hostel tenancy accommodation and empower them through holistic recovery process.
- Daily managing of high-risk conflict, Class A substance use and domestic violence.
- Completing daily safeguarding/incident reports and liaising with the police to safeguard vulnerable adults and children.
- Improved wellbeing of individuals by planning and delivering fun and meaningful activities.
- Ensured service user confidence by promoting a service in which individuals felt safe, valued and supported.
- Resolved tense and difficult situations with service users via effective use of de-escalation techniques and solution-focussed practice.
Team Leader
Catch 22
Merton
01.2017 - 11.2017
- Provided leadership and direction for staff members, supervising activities and output to drive productivity and efficiency to meet commissioner targets
- Resolved employee relations issues and navigated disciplinary proceedings via organisational policies.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Professionally handled service user complaints to maintain first-class customer service standards.
- Fostered positive employee relationships through strong communication, training and coaching.
- Undertook regular performance reviews to identify areas for improvement.
- Maintained accurate employee records and updates on performance, absence and HR conversations.
Senior Early Help & Prevention Worker
Northamptonshire County Council
Northants
11.2013 - 01.2017
- Holistic support to young people aged between 5 and 18 years, providing practical and emotional support to families through tailored interventions.
- Supervised/line managed practitioners to deliver effective family interventions within the community.
- Maintained detailed child case files, ensuring consistent knowledge and understanding of their situations to direct interventions for best outcomes.
- Assessed children and parents to ascertain best actions and solutions to improve their lives and reduce risks to prevent need for statutory intervention.
- Family work approaches used: Motivational Interviewing, Solution-focussed practice
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Case audits to identify best practice and areas for development.
- Leading on effective team meetings and training.
Integrated Working Practitioner
Greenwich Council
Greenwich, London
01.2013 - 03.2017
- Devising and delivering Team Around the Family training to partners across Greenwich (education, health, Children's Services).
- Resolved problems, improved operations and provided exceptional service to improve outcomes for vulnerable children and families.
- Consultations to social workers re best practice.
Education
BSc Honours - English Literature with Media Communications
University of Gloucestershire
Cheltenham 09/2001 - 06/2004
A-Levels - English Literature
Tresham Institute
Wellingborough, Northamptonshire 09/1998 - 06/1999
GCSE's - 7 including Maths & English
Wrenn Secondary School
Wellingborough, Northamptonshire 09/1991 - 06/1996
Managing Domestic Violence Services - Safe Lives - L4 - Domestic Violence
SafeLives
London 07/2022 - 03/2023
Domestic Violence (group work facilitation) - 5 day course
CRC
London 04/2021 - 04/2021
NVQ Level 3 - Domestic Violence - Case Manager (perpetrators & victims)
SafeLives
London 09/2020 - 03/2021
NVQ Level 4 - Working with Challenging Families
LGSS
Northampton, Northamptonshire 09/2018 - 03/2019
NVQ Level 3 - Humanistic Counselling
Gestalt Centre
London 09/2010 - 03/2011
Health & Social Care (Certificate L3) - Social Care
City & Guilds
London 09/2008 - 06/2009
Skills
- Ability to work effectively with a wide range of service users and professionals under challenging circumstances I build excellent working relationships to achieve best outcomes
- Motivational leadership
- Budgetary governance
- Methodical planning
- Service management
- Workflow planning
- Strategic planning
- Staff recruitment and retention
- Policy development
- Documentation and reporting
- Culture development
- Employee supervision
- Contract Management
- Quality assurance
Interests
Travel, dining out, reading, music/gigs, run own business - professional DJ services
Languages
English
Fluent
Timeline
Service Manager
We Are With You
03.2023 - 08.2023
Team Leader
WDP Greenwich
11.2022 - 03.2023
DRIVE Service Manager
RISE CIC
12.2019 - 11.2022
DRIVE Case Manager
RISE CIC
12.2018 - 12.2019
Senior Project Worker
St Mungo's
06.2018 - 12.2018
Team Leader
Catch 22
01.2017 - 11.2017
Senior Early Help & Prevention Worker
Northamptonshire County Council
11.2013 - 01.2017
Integrated Working Practitioner
Greenwich Council
01.2013 - 03.2017
BSc Honours - English Literature with Media Communications
University of Gloucestershire
09/2001 - 06/2004
A-Levels - English Literature
Tresham Institute
09/1998 - 06/1999
GCSE's - 7 including Maths & English
Wrenn Secondary School
09/1991 - 06/1996
Managing Domestic Violence Services - Safe Lives - L4 - Domestic Violence
SafeLives
07/2022 - 03/2023
Domestic Violence (group work facilitation) - 5 day course
CRC
04/2021 - 04/2021
NVQ Level 3 - Domestic Violence - Case Manager (perpetrators & victims)
SafeLives
09/2020 - 03/2021
NVQ Level 4 - Working with Challenging Families
LGSS
09/2018 - 03/2019
NVQ Level 3 - Humanistic Counselling
Gestalt Centre
09/2010 - 03/2011
Health & Social Care (Certificate L3) - Social Care
City & Guilds
09/2008 - 06/2009
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