1. Anne-Marie Young 4 Galloway Road,Taw Hill,Swindon,Wiltshire,SN25 1WT
07880 508482
ainyax@yahoo.co.uk
Profile
A successful third sector service manager with basic counselling skills with an exemplary track record of operating Adult Carer
services. Significantexperienceof workingwith multi-agencies (local authority/commissioners/police/probation/adultservices)
through paid and voluntary work. Strongcommunication,interpersonal and leadership qualities. Excellentchangemanagement
skills, able to clearly plan, prioritise and execute tasks to operational specifications and deadlines . Highly competent with a
wealth of strategic experience and commercial vision.
Summary
 Third Sector Service Manager & Volunteer  Service Planning& Delivery  Internal Processes & Procedures
 Former Samaritans Counsellor  Multi-agency Working  Business Administration
 Staff & Service Management  Change Management  DBS Vetted and Cleared
Career
Adult Support Work Manager – Swindon Carers Centre, Swindon Dec 2011 – Dec 2016
 Member of the Senior Management Team, responsiblefor operatingAdult Carer services within the locality.
 Operated services againstthe local authority contractcriteriaand wrote SCC policies and procedures againstlegislation.
 Audited services and ensured statutory compliancein all business areas.
 Nurtured relationshipswith multipleagencies and managed interventions deliveringsupportto adultCarers.
 Supported staff with complex caseloads (mental health/abuse/addiction/health) and identified pathways.
 Managed servicecomplaints and carried out investigations through to completion.
 Appointed SafeguardingLead for VulnerableAdults and Deputy Team Lead for Child Protection.
 Worked in harmony with SMT and Trustees to increasebusinessresilience,serviceand prominence.
 Delivered talks and presentations to people throughout the locality.
 Hosted meetings, impacted on the decision makingprocess and fulfilled action plans.
 Accountable for the full HRlifecyclefor 9 staff - recruitment; training;development; management; coaching/mentoring;
supervisions;absenteeism/sicknessmanagement; disciplinary;targetsetting & performance; staff rotas.
 Support all corebusiness functions:strategies;forward planning;projectmanagement; budget management; daily
operations;serviceuser evaluations;produced and implemented processes/procedures;KPIs;Health & Safety at Work;
servicethreats/weaknesses; compliance; business reporting and administration.
 Represented the business and managed condolences.
 Achievements: Developed a strong network of contacts to meet operational needs. Developed management skills.
Supported the implementation of the business plan. Supported the CEO and Board of Trustees to compilereports in
accordancewith the Commissioners Recordingrequirements. Shared best practisewith other Carers Centre’s. Implemented
the Adult Carers Quality of Life (ACQOL) Questionnaireand assisted other Centres to roll out. Designed trainingplansand
brochures which were then implemented into the Swindon Carers Induction programme. Successfully transitioned from
team member to team manager. Supported a premises move without minimal disruption to the service.
Referrals Co-Ordinator – Swindon Carers Centre, Swindon Oct 2010 – Dec 2011
 Set up, mobilised and managed a bank of volunteers to operate an Adult Carers Referrals serviceacross5 days a week.
 Continually monitored centre referrals and managed the allocation of cases to Adult Support Team.
 Directly liaised with Carers and monitored highly sensitivecaseloads. Arranged and attended Carer visits.
 Provided professional supportand guidanceto staff and volunteer teams.
 Contacted local companies/groups/organisationsto recruitnew volunteers – pitched volunteering and converted enquiries.
 Managed the full HR lifecyclefor volunteers: recruitment; training;retention; DBS vetting/screening; welfare.
 Analysed performance and produced stakeholder reports.
 Achievements: High conversion rate(enquiries v volunteers). Managed organisational change - reduced waittimes and
increased servicedelivery. Secured buy in from volunteers and staff members. Delivered 1:2:1 and group trainingto develop
a highly skilled volunteer workforce. Increased the number of Carer Assessments. Builtcommunity networks increasing
serviceresilience. Developed a strongworking relationship with Zurich’s community team to design and deliver a campaign
to recruitvolunteers. Met yearly KPI targets. Appointed as Adult Team representative in the successful application for the
PQASSO Quality award. Named runner-up in the Swindon Carers Employee of the Year award. Promoted to the position of
Adult Carer Team Manager.

2. Support Worker – Swindon Carers Centre, Swindon Sept 2009 – Oct 2010
 Worked independently and within a team to deliver supportto Carers againstthelocal authority contractframework.
 Accountable for a fluctuatingand busy caseload - provided expert opinion, advice,support(practical and emotional) and
signposting to Carers throughout the Swindon area.
 Conducted Carer Assessments (via all mediums) and established Carer needs.
 Identified breeches of Carers Rights and actively supported Carers to overcome issues to improve their lifeoutcomes.
 Accurately logged and recorded all clientinformation.
 Remained vigilantfor safeguardingissues and reported concerns to the safeguardinglead professional.
 Routinely shared best practicewith colleagues to improve servicedelivery.
 Actively worked within the locality to raiseawareness of the charity,its services and Carers issues.
 Attended Swindon Borough Council’s (SBC) Carers Leads Meetings – influenced debate and impacted on LA decisions.
 Achievements: Increased Carers knowledge of their rights to improve their lifeoutcomes. Gained recognition in the local
newspaper for achievinga positiveoutcome for one Carer. Builta solid network of contacts. Gained a promotion.
AssistantMerchandiser –Early LearningCentre, Swindon 2006 – 2009
Distributor – WH Smith Ltd, Swindon 2001 – 2006
Overseas Account Specialist – Dyson,Malmesbury 2001 – 2001
Import Associate– Honda of the UK ManufacturingLtd, Swindon 1994 – 2001
Volunteering
Rehabilitation Volunteer – Circles Sex Offender Rehabilitation Centre, South West 2016 – Present
 Work closely with two other volunteers to support convicted sex offenders to prevent/reduce reoffending and to rehabilitate
them back into society.
 Host meetings with offenders and discusstheir habits,barriers,desires,obstacles and weaknesses.
 Support offenders to establish social networks and routes to employment.
 Assistoffenders to improve their mental health, well-being, confidenceand self-esteem.
 Routinely meet with the policeand probation serviceand shareintelligence(risks/progress etc).
 Achievements: Supported offenders to overcome obstacles and turn their lives around.
Restorative JusticePanel – Swindon Borough Council,Swindon 2012 – 2012
 Worked in partnership with other JPs, police,local authority and anti-social behaviour team.
 Facilitated meetings with victims and offenders – used restorativeand reparativeapproaches to deal with incidents of low
level crime and anti-social behaviour.
 Encouraged debate, mediated and worked with stakeholders to agree outcomes in a controlled environment.
 Agreed action plans and produced meeting minutes.
Volunteer – Swindon Therapy Centre, Swindon Summer 2011
 Analysed business administration systems and restructured processes to improve efficiency.
Volunteer – Swindon Ten to Eighteen Project, Swindon 2010 – 2011
 Supported the charity to run activities for children and youngpeople aged 10 – 18 experiencingisolation and exclusion due
to either their lack of social skills,personal circumstances or poverty.
 Took partin organised activities for children and youngpeople.
 Engaged, encouraged and supported children and young people to achievetheir full potential.
ListeningVolunteer – Samaritans,Swindon 2007 – 2010
 Successfully completed an intensivetrainingcourseto become a volunteer listener workingmultipleshifts (days & nights).
 Supported serviceusers of all ages over the phone, in person, by text or email. Acutely listened to individuals- remained
impartial and open-minded. Respected caller confidentiality and remained patient at all times.
 Assisted with volunteer trainingand mentored new appointed volunteers in the role.
Education & Training
NVQ: CounsellingCourse(Level 1, 2, 3)
GCSEs: 7 includingMathematics and English
Training: SafeguardingAdults & Children;SafeguardingProfessional Lead;Domestic Violence; Brief Interventions; Mental
Health, Mental Capacity Acts; DOLS
Hobbies
Spending time socialising with family and friends who are extremely important to me; reading; shopping; cooking; writing a
children’s fiction book. Recently I have also become a Parent Governor at Tadpole Farm C of E Academy.