Teresa Sneade
Telford,Shropshire
Summary
Dedicated professional with extensive expertise in providing emotional support and crisis intervention, particularly for individuals facing homelessness and domestic violence. Proficient in trauma-informed care, safeguarding procedures, and non-violent communication, ensuring confidentiality and effective case management. Skilled in culturally sensitive communication and multilingual capabilities, facilitating supportive counselling and group facilitation. Adept at coordinating multi-agency work and delivering training to enhance community resource integration. Committed to fostering resilience and recovery through empathetic listening and motivational interviewing techniques.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
Work history
Passenger Assistant
24/7 Shropshire
Telford, Shropshire
01.2025 - Current
- Escorting children with additional needs to and from school, ensuring safety and security.
- Liaising with parents and schools to coordinate children's journeys effectively.
- Communicating with relevant control centres to report incidents or issues promptly.
- Participating in ongoing training sessions regularly to enhance knowledge and skills.
- Providing timely, accurate information on travel schedules to ensure customer satisfaction.
- Responding swiftly to emergencies, prioritising passenger welfare.
- Ensuring passenger safety by enforcing company policies and procedures.
- Managing minor disputes between passengers with tact and diplomacy.
- Providing exceptional customer service to all passengers, enhancing company reputation.
- Easing pupils' anxiety by building strong rapport and cultivating inclusive atmosphere in all journeys.
- Upholding behaviour standards in vehicle to promote safety and minimise distraction to drivers.
- Planning for and adapted to emotional and medical needs of passengers throughout their journeys.
- Calmly diffused emotionally charged situations, applying appropriate techniques to manage behaviours that challenge.
- Managed minor disputes between passengers with tact and diplomacy.
Neighbourhood Coordinator
Bournville Village Trust
Telford, Shropshire
10.2017 - 07.2024
- Handled sensitive information discreetly whilst maintaining confidentiality at all times.
- Maintained up-to-date knowledge of regulatory changes.
- Maintained accurate records using company IT data base systems.
- Provided and Increased tenant satisfaction with prompt response to requests.
- Supported a range of vulnerable tenants/families who required specialist support including adults and children experiencing domestic abuse in their homes.
- Allocated lead role as company representative at local MARAC meetings, providing feedback and support to relevant agencies and clients,
- Liaised with agencies in regard to adult and child safeguarding concerns.
- Supported customers to access appropriate support services, making relevant referrals to organisations with follow up support.
- Liaised with local policing/safer neighbourhood teams, arranging meetings which included joint home visits where identified and required by customers.
- Attended safeguarding meetings to ensure safety of customers and families was priority.
- Conducted regular estate walkabouts, ensuring standards were met.
- Facilitated conflict resolution between neighbours to maintain safe, harmonious communities.
- Coordinated repair works quickly, reducing disruption to residents' lives.
- Delivered high-quality customer service, resolving issues swiftly.
- Participated in joint working with rent collection teams to ensure customers were supported as appropriate to help them maintain and remain in their homes.
- Assessed and recommended improvements to amenities based on feedback from residents.
- Conducted tenancy sign ups, completing tenancy agreements with customers ensuring they understood all terms and conditions of a tenancy agreement and other relevant associated documents.
- Collaborated with social services and other agencies to support vulnerable tenants effectively.
- Fostered community engagement by conducting local meetings.
- Assisted in budget preparation for annual maintenance planning and expenditure control.
- Built strong relationships with residents through open communication channels.
- Liaised with contractors for maintenance work completion within expected timeframes.
- Managed property inspections, ensured compliance with housing regulations.
- Enforced tenancy rules firmly yet fairly, contributing to a respectful living environment.
- Investigated resident complaints for effective resolution working closely with anti social behaviour teams and local policing teams.
- Established working relationships with other service providers, boards and funding bodies to discuss solutions to tackle any identified neighbourhood problems.
- Coordinated services by cooperating with other health and welfare service providers, improving offerings to service users. These included police teams including police domestic abuse team, MARAC, domestic abuse support services including Crouston and West Mercia Womens Aid, mental health services, substance misuse services
- Created and monitored strategic KPIs, analysing data to fuel changes to promote organisational progress.
- Represented organisation's value and mission statement at other events.
- Directed administrative activities to maintain robust reporting and document management standards.
Housing Support Worker/Refuge Accommodation
Telford and Wrekin Council
Telford, Shropshire
09.2008 - 10.2017
- Worked in a housing department providing temporary accommodation to victims of domestic abuse.
- Providing one to one support to women and children living in a womens refuge.
- Trained in crisis intervention techniques to handle emergency situations effectively.
- Demonstrated active listening skills providing a compassionate listening ear to ensure customers felt validated when disclosing experienced trauma.
- Compiled comprehensive case reports detailing client progress over time, aiding in establishing successful treatment plans.
- Assisted in legal procedures working with external support agencies for obtaining restraining orders against abusers, ensuring client protection.
- Facilitated 12 week Freedom Programme with customers who were living in womens refuge
- Facilitated family meetings in the refuge for resolving conflicts peacefully, fostering healthier relationships within families.
- Encouraged positive coping mechanisms such as mindfulness exercises or arts therapies amongst clients, enhancing mental health recovery efforts.
- Collaborated with local police teams and other mandatory and charitable agencies to ensure victim safety.
- Organised group therapy sessions for adults and children to provide opportunities to be able to share experiences and recovery strategies.
- Coordinated with healthcare professionals for any medical support needs of clients suffering physical injuries due to abuse.
- Empowered clients through provision of up to date information on where/who could provide ongoing support so they were able to make informed choices for themselves..
- Developed individualised care plans catering to unique needs of each client, promoting their well-being and independence.
- Participated in regular team meetings to discuss challenging cases. Continuing to find innovative problem-solving approaches.
- Offered long-term assistance plans by connecting clients with relevant social services.
- Offered practical advice on personal safety measures like alarm systems or safe houses, assuring client security.
- Established a network of resources for providing immediate relief to victims, including temporary accommodation and financial aid.
- Advocated on behalf of clients whilst dealing with social service departments, securing necessary benefits and provisions for them.
- Liaised closely with legal advisors for guidance on complex cases involving child custody disputes or divorce proceedings.
- Conducted awareness workshops in schools and community centres about domestic abuse signs and prevention methods.
- Carried out risk assessments during intake interviews to determine the urgency of intervention required.
- Provided emotional support to victims by conducting one-on-one counselling sessions.
- Facilitated services for victims with long-term support needs by providing referrals to external organisations.
- Completed structured needs and risk assessments to determine levels of danger and develop effective safety plans.
- Coordinated and provided tailored support packages to high-risk and distressed victims.
- Liaised with external agencies for verifying service delivery to victims.
- Conducted intake interviews and provided orientation to new shelter residents.
- Assessed traumatised individuals to develop service plans based on emotional, physical and psychological status.
- Adhered to current standard operating procedures, processes and relevant legislation.
- Managed 24-hour emergency hotline, providing information and referrals to victims and general public.
- Maintained comprehensive case plans to measure victim progress towards support goals.
- Developed and nurtured productive working relationships with team members and stakeholders.
- Evaluated support effectiveness by electronically recording, storing and processing undertaken activities.
- Provided individual and group counselling to victims of abuse and sexual assault.
- Recorded assessment results for providing tailored responses to each victim's needs.
- Contacted victims by phone to provide up-to-date and relevant information.
- Minimised risk of harm to distressed individuals through effective trauma counselling.
- Administered grant proposals for securing funds to support prevention programmes.
- Conducted community outreach programmes to educate families on domestic violence perils.
- Accompanied victims to court hearings to offer emotional support.
- Monitored policy and regulatory changes to advise senior management on service implementation.
- Created and planned rotas to manage work schedules for staff and volunteers.
- Built positive, productive client relationships for enhanced social support.
- Attended regular training and supervision workshops for improved service user support.
- Maintained confidential case documentation in line with data protection regulations.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Kept detailed, accurate records for well-maintained care continuity between support staff.
- Provided mental health support to service users, as well as signposting community resources and local charities.
- Monitored service user progress, escalating concerns for swift resolution.
- Consulted with multidisciplinary team of professionals to optimise treatment plans for complex cases.
- Responded proactively to changing circumstances for optimised service user care.
- Used assessment findings to action necessary care plan adaptations.
- Liaised with families and caregivers to develop balanced rehabilitation programmes.
- Partnered with external support networks to deliver holistic client care.
- Created targeted support programmes based on client interviews and assessments.
- Supported integration of service users back into community life to maximise successful transition rate.
- Oversaw multiple social work cases simultaneously, directing assessments, conducting interviews and recommending best courses of action.
- Developed and championed accessible, practical solutions for recurring problems faced by service users.
- Supervised small groups of adults with additional mental health needs in assigned therapy groups.
- Coordinated with trained and licensed service providers to facilitate life skills workshops for vulnerable adults.
- Prepared reports for legal action and provided evidence in court.
- Collaborated with officials to prepare required legal documentation for court proceedings.
Education
O Level - English
Madeley Court Comprehensive School
Telford 06.1980 - 09.1980
GCSEs - Maths
Madeley Court Comprehensive School
Telford 06.1980 - 09.1980
Cache Level 3 - Diploma- Childcare and education
Telford College of Arts and Technology
Telford 09.2010 - 06.2011
Skills
- Emotional support provision
- Experience with homelessness issues
- Record keeping efficiency
- Safety planning expertise
- Non-Violent communication
- Positive attitude maintenance
- Refuge management
- Documentation accuracy
- Constructive feedback delivery
- Relationship dynamics insight
- Boundaries establishment
- Resilience building mentorship
- Immigration issues understanding
- Supportive counselling aptitude
- Trauma recovery facilitation
- Group facilitation techniques
- Resilience building assistance
- Confidentiality assurance
- Early warning signs identification
- Culturally sensitive communication
- Training delivery experience
- Effective referral networking
- Substance abuse awareness
- LGBTQ rights awareness
- Substance abuse expertise
- Basic medical first aid
- Bilingual or multilingual
- Duty of care compliance
- Multiagency work coordination
- Post-Traumatic stress disorder knowledge
- Non-Judgmental approach
- Client-Centric focus
- Benefits system familiarity
- Community resource integration
- Child protection awareness
- Domestic violence law insight
- Domestic violence training certification
- Data confidentiality maintenance
- Case management proficiency
- Knowledge of housing regulations
- Expertise in risk assessments
- Familiar with legal procedures
- Safeguarding knowledge
- Trauma-informed care
- Motivational interviewing
- Data protection understanding
- Family mediation
- Recovery planning
- Safeguarding procedures
- Empathetic listening
- Digital literacy
- Health and Safety regulations
- De-escalation techniques
- Multi-agency working
- Crisis Intervention
- Emotional resilience
- Cultural awareness
- Risk Assessments
- Multilingual
- Case Management
- Court advocacy
- Needs and risk assessments
- Confidentiality
- Empathetic communication
- Welfare system knowledge
- Trauma counselling
- Community resources knowledge
- Capacity assessment
- Counselling techniques
- Compassionate nature
- MS Office Skills
- Risk Assessment
- Legal support
- Service-level objectives
- Progress reporting
- Project management experience
- Allied health referrals
- Homeless individual support
- Mental health support
- Substance abuse victims
- Crisis support
- Data Protection Act knowledge
- Basic first aid
- Record-keeping
- Domestic Violence victim support
Timeline
Passenger Assistant
24/7 Shropshire
01.2025 - Current
Neighbourhood Coordinator
Bournville Village Trust
10.2017 - 07.2024
Cache Level 3 - Diploma- Childcare and education
Telford College of Arts and Technology
09.2010 - 06.2011
Housing Support Worker/Refuge Accommodation
Telford and Wrekin Council
09.2008 - 10.2017
O Level - English
Madeley Court Comprehensive School
06.1980 - 09.1980
GCSEs - Maths
Madeley Court Comprehensive School
06.1980 - 09.1980