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Work history
Current and most recent
Kingdom Way Trust
March 2014 – September 2014
Project Manager – The Bridge , Christian care in practice
Duties: To manage a House /project , where up to 5 men ( 18 to 65yrs old ) can Hone
/ bring to maturity the life skills needed in their final stages of recovery , Drug&
Alcohol and Homelessness related issues. This involved.
 Line managing 1 member of staff and a compliment of volunteers
 Agreeing and working within a set project budget with board of trustees
 Organising staff and volunteer rotas/ supervision/training
 Linking in with the local Churches and support agencies
 Matching the specific support need of resident to the right volunteer /service
providers/ agencies.
 To provide one to one Mentoring / key working /support.
 To develop links with local community projects
 Writing reports develop strategic and forward planning by which the project will
develop and grow. Implementing policies /procedures/ fine tuning vision
Achievements: Help to build and pioneer a project in an area of Sussex, where
no work had been done before for men in the last stages of recovery I helped
to build the infrastructure and put in the foundation, by which the project can
grow.
Clifton Tenants and Resident Association community centre, ( voluntary role)
June 2012– March 2014 – August 2014 to March 2015
Chair of Clifton Tenants & Residents Association & manager of the community Hal
Voluntary Detached Youth worker:
Duties: In my role as chair, I coordinate a team of 13 volunteers. On an estate in
Peckham . My remit is to organise events, projects and programmes, at the community
hall, under the banner of the “Safer Community Initiative” and “Every Child
Matters”. This involves:
 Ensuring that all the work on/for the estate is within the guide lines of current
policy and procedure and health and safety measures.
 coordinating the youth summer programme on the Clifton estate;
 Handling a budget of up to £5.000.00p
 organising sport and recreation events (football, table tennis, basketball etc),
music and guitar lessons, and self-defence classes ., day trips;
2
 liaising and supporting other youth providers (e.g. youth service) and local
councillors, steering/community groups, social services and the police
 Applying for C.R.B’s / grants / Budgets/ building insurance and maintenance.
Report writing , organising training , Writing the Health and safety ,
safeguarding policy and procedure
 Chairing meetings and coordinating and developing other projects / programmes,
workshops in the endeavour to encourage community participation, i.e. community
Barbeques, Big lunch, etc...
 Organising workshops /programmes .i.e. Sexual health, drug and alcohol related
issues, Harm reduction, etc.
 Administer / oversee / manage the hire of the community hall to members of
the community who want to hire , i.e. Church groups , Muslim group, birthday
parties, etc.,
Achievements: I am gradually getting the young people and residents of the estate to
participate in activities and projects again, where over the last few years a climate of
apathy and despondence has become the norm.
Odyssey House New Zealand
December 2009 – October 2010
Therapist/Programme Facilitator, Odyssey House (New Zealand)
Duties: My role is to train and develop young people and adults (who are from
dysfunctional and violent backgrounds or suffering from issues arising from substance
abuse)
 One to One; this is where the key issues are addressed, a support plan put in
place. Relevant support agencies (Probation, counselling, etc., are highlighted and
contacted.
 Group Work ; mentoring (they that have been longer in the programme , have
more responsibility ) Recreational (sport and using down time positively) ,
Educational
I.E. Exploring culture, prejudice through music and art. Learning through
discussion
What is addiction, harm reduction, healing through laughter /drama?
These also involved writing reports, updating files, writing to relevant agencies
Organising reconciliation meetings, with a view providing a platform where they can
develop the skills/insights /support structure which will enable them to turn their lives
around by learning how to make good life choices.
Achievements: Young men and adults (including previously hardened criminals) were
reconciled to their families as a result of the mentoring programme. I was also
privileged to mentor and shared the gospel with former gang members who became
Christians.
3
Aorangi School New Zealand
September 2009 – December 2009
Counsellor/Teaching Assistant
Duties: Working closely with a teacher, my remit was to assist her in her endeavour to
provide basic education
 Through low key counselling and mentoring sessions) to a class of children (8 – 13
years) who come predominately from one of the poorest areas of Christchurch
mainly from a dysfunctional and violent family background.
Achievements: By acting as a positive male role model to young, vulnerable children
who often had absent or violent fathers, the children became more open, less
defensive/aggressive, towards people (e.g. social workers) who were trying to help
them.
Short term contracts, via agency, while preparing to go to New Zealand
For the following roles, I worked as a self-employed youth mentor/ worker, (Via an
agency) for a number of organisations across London where there were particular needs
and circumstances that required remedial action.
East Thames Supported Living Association
May 09 – August 09
Mental Health Support Worker, East Thames Living, London
Duties: I provided support to adults living in the local community with mental health
issues, by acting as a link between them and professional bodies.
 To enable them to hone the life skills, (Budgeting, paying rent/bills, reporting
repairs, keeping appointments), and maintain their tenancy and lead a normal life
without stigma in the community.
 The one-to-one meetings , enable us to address and bring resolution to any
problems /issues that arise , helping to maintain independence
Achievements: As a result of the programme, adults became more independent and
less reliant on outside support.
4
Look Ahead and Penrose Housing (vulnerable young people, Care/Probation
March 2008 - April 2009
Mentoring Support Officer,
Duties: My role was to mentor and support vulnerable young people from care homes
and hostels and ex-offenders
 I worked with 3 distinctive groups of young people, in the position of transition.
 1) Previous wards of Social services 2) Young people in Hostels 3)
probationers in the last stages of probation.
 My job was to act as a link, i.e. Housing, benefits, colleges, social services,
probation, etc. As mentor/life skills developer in their period of transition to
independent living in the community.
Achievements: I organised a family conference which enabled a vulnerable baby of a
local gang member to be given more protection.
St Martin of Tours (Supported Housing) Floating Support
June 2007 – February 2008
Mental Health Tenancy Support Worker.
Duties: I provided support to vulnerable adults on a large council estate in Hackney
with mental health issues,
 By acting as a link between them and professional bodies (i.e. Housing, benefits,
etc. to enable them to maintain their tenancy and lead a normal life without
stigma in the community.
 Responsibilities included, one-to-one meetings, which was setup to help the
person in question to develop/hone the relevant life skills, needed to live
independently.
Achievements: I gained the trust of One of my clients was a survivor from the
Auschwitz concentration camp in Poland.
Equinox (Alcohol /Substance misuse)
November 2006 – April 2007
Substance Misuse Outreach Worker.
Duties: My role was to facilitate and supervise one-to-one mentoring / group work.
As a means to organise and provide training / workshops, intervention programmes,
needle exchanges and harm reduction.
 To a client group - which included street homeless people, travellers, people
living in hostels/day centres and substance and alcohol misusers in the Victoria
area of London?
5
 I also made referrals to rehab and detox providers, acted as advocate in court
and liaised with social services and the police, doctors, mental health agencies,
etc.
 All of our referrals came from the courts, social services, hostels, day centres,
etc.
Achievements: quite a few of Street homeless were admitted into hostels and others
with substance misuse issues, successfully enrolled on detox and rehabilitation
programmes.
(Short Term Contracts, with Agency , Self employed)
Westside Supported Housing, Step Forward and Brent Council
February 06 – October 06
Duties: My role was to help provide support /mentor young people in an area in Brent,
that had been devastated by 2 gang related killings in a week.
 I assisted the Y.D.C. to setup a youth and family centre in the locality
 I worked with and provided support to vulnerable adults (especially those
suffering from the aftermath of Substance abuse in a residential setting.
 I specialised working men with aids and women with domestic violence issues)
and provide low key counselling alongside other relevant agencies.in a residential
setting
Achievements: I helped establish a community/youth centre. I assisted the youth
development coordinator in her endeavours to develop links with young people and
relevant community groups in an inner city area of London which had recently witnessed
two gang related killings.
Greenwich C.Y.P.S
June 2005 to February 2006 (Maternity Cover)
Youth Development Co-ordinator (Interim Manager)
Duties: My main role was to supervise and manage a team of 4 senior youth workers and
ten youth workers in the borough of Greenwich. This involved: Working under the
umbrella of “Every Child Matters “
 I coordinated a project in a school “Teen Talk “ that won a government award
Which laid the foundation for other councils youth work in schools?
 developing links with local community steering groups , the anti-social team
 establishing a youth forum , link into local schools projects / programmes;
6
 developing and co-ordinating a borough wide summer programme
(projects/activities/workshops);covering the whole borough of Greenwich
 pioneering detached youth work in local hot spots, noted for criminality and gang
Activities;
 Developed and coordinated relevant programmes /projects /workshops.
 Organised the staff rota, team meeting, concerns, training, discipline, ensuring
that all staff working hours, costing for all projects and programmes are kept
within the budgetary constraints, etc.
 overseeing the youth club activities in the endeavour to engage the youth ,thus
minimising the criminality of the youth in the locality
 Submitting monthly reports to senior management (performance reviews, stats,
costing, issues, etc.).
 Ensuring all work practices were in line with relevant policy and procedure and
health and safety
Achievements: Some of the young people (e.g. gang members) who had previously been
known racists became more respectful and tolerant of others and some resolved to
change their lifestyle, with support. I also successfully lobbied a local councillor to
change the opening hours of the youth club from once to three times a week. There was
previously a lot of opposition to this because the locals felt this encouraged a greater
subversive element.
Patchwork
June 2003 – June 2005
Mentoring and Tenancy Floating Support Worker
Duties: My role was to mentor and support refugees and vulnerable young people (16-21
years) on a one-to-one basis to help them hone their life skills and build their self-
esteem; I liaised with social services, colleges and other relevant support groups.
 The one to one sessions included; - budgeting advice, helping with housing
/benefits/college /charity /citizenship and other relevant support agencies,
whether statutory or voluntary.
 Achievements: As a result of the programme, some refugees and young people
moved into their own tenancies on a permanent basis and received financial
support from successful applications to grants/ charities and benefits agencies.
7
(Short term Contracts with agency
Croydon and Battersea Churches Housing
October 02 – May 03
Resettlement worker
Duties: I liaised with the outreach team and other relevant agencies.
 e.g. funding charities and benefit/housing agencies, hospitals and social services,
 Our remit was to engage with the street homeless, ex-offenders and substance
misusers in the area.
 Through a practical support structure, provide the means by which they can
secure /maintain housing/tenancy opportunities under the government homeless
person initiative.
Achievements: As a member of the outreach team, I helped to establish a
reintegration house where ex-offenders could live independently during last stages of
their probation, before being rehoused in the area.
Deputy Manager / Counsellor – Probation Support Worker
November 2000 - September 2002 (Post Held while at university part time)
Croydon Resource Day Centre and St Catherine’s Priory
Duties: My main role was to line manage a compliment of volunteers, This included
supervision/ identify training needs /address issues of concern , and to support the
manager in the day to day running of the day centre
 I provided counselling by appointment to the various users of the day centre,
ranging from refugees, prostitutes, homeless people with mental health issues
and drug and alcohol misusers.
 In the endeavour to link this client group into the other support agencies,
(social services, doctors, other counselling concerns, rehab, A.A., etc.
 In the practicalities of this role involved; - writing reports, updating
confidential files, etc.
 St Catherine’s {Priory
 My responsibilities included one-to-one sessions with people on remand
(including convicted paedophiles and rapist,etc)
 This involved regular liaison with the courts, police and the probation service to
ensure that the people held on remand kept to their bail conditions.
 This also involved report writing, updating their files, working as a member of
the team to ensure the smooth running of the bail hostel.
Achievements: I line managed three volunteers in the administration and running of
the day centre alongside the centre manager. I also acted as appropriate adult. When
8
any of the teenagers were arrested, and their parents or social services could not
attend the police station. - Thus acting as a positive role model.
The Shaftesbury Society – Christian Care in Action
Group /Detached Youth Worker – John Kirk & Lena Fox House – Direct Access
Hostels
September 1994 – October 2000 (left to study part time at university)
Duties: The main objective of the society is to demonstrate the practical love of God
in a professional environment.
Via a referral system which contained
1. A risk assessment
2. A potted history – Support needs
3. Relevant info , i.e. mandatory and voluntary agencies, etc.,
This enabled us to ascertain and discuss with resident, highlighted support needs and
construct a mutually agreed support plan and liaise with relevant agencies.
 Every member of the management , staff and volunteers were practising
Christians
 Our remit was to provide a professional service , as the “Church in the
community “
 It was a direct Access Hostels in Bermondsey and Camberwell.
 Working with vulnerable teenagers 14 to 19 years old
 We received referrals from Churches, Social services, refugee centres, etc.
Through practical care we sought to address the Spiritual (the gospel) the emotional,
relevant agencies, statutory or voluntary (Social services, counsellors, colleges, etc.)
Physical, food clothing, exercise, a home for 6 months, etc.
Achievements: I learnt to demonstrate the love of Christ in a practical and down-to-
earth manner with sensitivity and professionalism.
Work & voluntry work Doc

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Work & voluntry work Doc

  • 1. Work history Current and most recent Kingdom Way Trust March 2014 – September 2014 Project Manager – The Bridge , Christian care in practice Duties: To manage a House /project , where up to 5 men ( 18 to 65yrs old ) can Hone / bring to maturity the life skills needed in their final stages of recovery , Drug& Alcohol and Homelessness related issues. This involved.  Line managing 1 member of staff and a compliment of volunteers  Agreeing and working within a set project budget with board of trustees  Organising staff and volunteer rotas/ supervision/training  Linking in with the local Churches and support agencies  Matching the specific support need of resident to the right volunteer /service providers/ agencies.  To provide one to one Mentoring / key working /support.  To develop links with local community projects  Writing reports develop strategic and forward planning by which the project will develop and grow. Implementing policies /procedures/ fine tuning vision Achievements: Help to build and pioneer a project in an area of Sussex, where no work had been done before for men in the last stages of recovery I helped to build the infrastructure and put in the foundation, by which the project can grow. Clifton Tenants and Resident Association community centre, ( voluntary role) June 2012– March 2014 – August 2014 to March 2015 Chair of Clifton Tenants & Residents Association & manager of the community Hal Voluntary Detached Youth worker: Duties: In my role as chair, I coordinate a team of 13 volunteers. On an estate in Peckham . My remit is to organise events, projects and programmes, at the community hall, under the banner of the “Safer Community Initiative” and “Every Child Matters”. This involves:  Ensuring that all the work on/for the estate is within the guide lines of current policy and procedure and health and safety measures.  coordinating the youth summer programme on the Clifton estate;  Handling a budget of up to £5.000.00p  organising sport and recreation events (football, table tennis, basketball etc), music and guitar lessons, and self-defence classes ., day trips;
  • 2. 2  liaising and supporting other youth providers (e.g. youth service) and local councillors, steering/community groups, social services and the police  Applying for C.R.B’s / grants / Budgets/ building insurance and maintenance. Report writing , organising training , Writing the Health and safety , safeguarding policy and procedure  Chairing meetings and coordinating and developing other projects / programmes, workshops in the endeavour to encourage community participation, i.e. community Barbeques, Big lunch, etc...  Organising workshops /programmes .i.e. Sexual health, drug and alcohol related issues, Harm reduction, etc.  Administer / oversee / manage the hire of the community hall to members of the community who want to hire , i.e. Church groups , Muslim group, birthday parties, etc., Achievements: I am gradually getting the young people and residents of the estate to participate in activities and projects again, where over the last few years a climate of apathy and despondence has become the norm. Odyssey House New Zealand December 2009 – October 2010 Therapist/Programme Facilitator, Odyssey House (New Zealand) Duties: My role is to train and develop young people and adults (who are from dysfunctional and violent backgrounds or suffering from issues arising from substance abuse)  One to One; this is where the key issues are addressed, a support plan put in place. Relevant support agencies (Probation, counselling, etc., are highlighted and contacted.  Group Work ; mentoring (they that have been longer in the programme , have more responsibility ) Recreational (sport and using down time positively) , Educational I.E. Exploring culture, prejudice through music and art. Learning through discussion What is addiction, harm reduction, healing through laughter /drama? These also involved writing reports, updating files, writing to relevant agencies Organising reconciliation meetings, with a view providing a platform where they can develop the skills/insights /support structure which will enable them to turn their lives around by learning how to make good life choices. Achievements: Young men and adults (including previously hardened criminals) were reconciled to their families as a result of the mentoring programme. I was also privileged to mentor and shared the gospel with former gang members who became Christians.
  • 3. 3 Aorangi School New Zealand September 2009 – December 2009 Counsellor/Teaching Assistant Duties: Working closely with a teacher, my remit was to assist her in her endeavour to provide basic education  Through low key counselling and mentoring sessions) to a class of children (8 – 13 years) who come predominately from one of the poorest areas of Christchurch mainly from a dysfunctional and violent family background. Achievements: By acting as a positive male role model to young, vulnerable children who often had absent or violent fathers, the children became more open, less defensive/aggressive, towards people (e.g. social workers) who were trying to help them. Short term contracts, via agency, while preparing to go to New Zealand For the following roles, I worked as a self-employed youth mentor/ worker, (Via an agency) for a number of organisations across London where there were particular needs and circumstances that required remedial action. East Thames Supported Living Association May 09 – August 09 Mental Health Support Worker, East Thames Living, London Duties: I provided support to adults living in the local community with mental health issues, by acting as a link between them and professional bodies.  To enable them to hone the life skills, (Budgeting, paying rent/bills, reporting repairs, keeping appointments), and maintain their tenancy and lead a normal life without stigma in the community.  The one-to-one meetings , enable us to address and bring resolution to any problems /issues that arise , helping to maintain independence Achievements: As a result of the programme, adults became more independent and less reliant on outside support.
  • 4. 4 Look Ahead and Penrose Housing (vulnerable young people, Care/Probation March 2008 - April 2009 Mentoring Support Officer, Duties: My role was to mentor and support vulnerable young people from care homes and hostels and ex-offenders  I worked with 3 distinctive groups of young people, in the position of transition.  1) Previous wards of Social services 2) Young people in Hostels 3) probationers in the last stages of probation.  My job was to act as a link, i.e. Housing, benefits, colleges, social services, probation, etc. As mentor/life skills developer in their period of transition to independent living in the community. Achievements: I organised a family conference which enabled a vulnerable baby of a local gang member to be given more protection. St Martin of Tours (Supported Housing) Floating Support June 2007 – February 2008 Mental Health Tenancy Support Worker. Duties: I provided support to vulnerable adults on a large council estate in Hackney with mental health issues,  By acting as a link between them and professional bodies (i.e. Housing, benefits, etc. to enable them to maintain their tenancy and lead a normal life without stigma in the community.  Responsibilities included, one-to-one meetings, which was setup to help the person in question to develop/hone the relevant life skills, needed to live independently. Achievements: I gained the trust of One of my clients was a survivor from the Auschwitz concentration camp in Poland. Equinox (Alcohol /Substance misuse) November 2006 – April 2007 Substance Misuse Outreach Worker. Duties: My role was to facilitate and supervise one-to-one mentoring / group work. As a means to organise and provide training / workshops, intervention programmes, needle exchanges and harm reduction.  To a client group - which included street homeless people, travellers, people living in hostels/day centres and substance and alcohol misusers in the Victoria area of London?
  • 5. 5  I also made referrals to rehab and detox providers, acted as advocate in court and liaised with social services and the police, doctors, mental health agencies, etc.  All of our referrals came from the courts, social services, hostels, day centres, etc. Achievements: quite a few of Street homeless were admitted into hostels and others with substance misuse issues, successfully enrolled on detox and rehabilitation programmes. (Short Term Contracts, with Agency , Self employed) Westside Supported Housing, Step Forward and Brent Council February 06 – October 06 Duties: My role was to help provide support /mentor young people in an area in Brent, that had been devastated by 2 gang related killings in a week.  I assisted the Y.D.C. to setup a youth and family centre in the locality  I worked with and provided support to vulnerable adults (especially those suffering from the aftermath of Substance abuse in a residential setting.  I specialised working men with aids and women with domestic violence issues) and provide low key counselling alongside other relevant agencies.in a residential setting Achievements: I helped establish a community/youth centre. I assisted the youth development coordinator in her endeavours to develop links with young people and relevant community groups in an inner city area of London which had recently witnessed two gang related killings. Greenwich C.Y.P.S June 2005 to February 2006 (Maternity Cover) Youth Development Co-ordinator (Interim Manager) Duties: My main role was to supervise and manage a team of 4 senior youth workers and ten youth workers in the borough of Greenwich. This involved: Working under the umbrella of “Every Child Matters “  I coordinated a project in a school “Teen Talk “ that won a government award Which laid the foundation for other councils youth work in schools?  developing links with local community steering groups , the anti-social team  establishing a youth forum , link into local schools projects / programmes;
  • 6. 6  developing and co-ordinating a borough wide summer programme (projects/activities/workshops);covering the whole borough of Greenwich  pioneering detached youth work in local hot spots, noted for criminality and gang Activities;  Developed and coordinated relevant programmes /projects /workshops.  Organised the staff rota, team meeting, concerns, training, discipline, ensuring that all staff working hours, costing for all projects and programmes are kept within the budgetary constraints, etc.  overseeing the youth club activities in the endeavour to engage the youth ,thus minimising the criminality of the youth in the locality  Submitting monthly reports to senior management (performance reviews, stats, costing, issues, etc.).  Ensuring all work practices were in line with relevant policy and procedure and health and safety Achievements: Some of the young people (e.g. gang members) who had previously been known racists became more respectful and tolerant of others and some resolved to change their lifestyle, with support. I also successfully lobbied a local councillor to change the opening hours of the youth club from once to three times a week. There was previously a lot of opposition to this because the locals felt this encouraged a greater subversive element. Patchwork June 2003 – June 2005 Mentoring and Tenancy Floating Support Worker Duties: My role was to mentor and support refugees and vulnerable young people (16-21 years) on a one-to-one basis to help them hone their life skills and build their self- esteem; I liaised with social services, colleges and other relevant support groups.  The one to one sessions included; - budgeting advice, helping with housing /benefits/college /charity /citizenship and other relevant support agencies, whether statutory or voluntary.  Achievements: As a result of the programme, some refugees and young people moved into their own tenancies on a permanent basis and received financial support from successful applications to grants/ charities and benefits agencies.
  • 7. 7 (Short term Contracts with agency Croydon and Battersea Churches Housing October 02 – May 03 Resettlement worker Duties: I liaised with the outreach team and other relevant agencies.  e.g. funding charities and benefit/housing agencies, hospitals and social services,  Our remit was to engage with the street homeless, ex-offenders and substance misusers in the area.  Through a practical support structure, provide the means by which they can secure /maintain housing/tenancy opportunities under the government homeless person initiative. Achievements: As a member of the outreach team, I helped to establish a reintegration house where ex-offenders could live independently during last stages of their probation, before being rehoused in the area. Deputy Manager / Counsellor – Probation Support Worker November 2000 - September 2002 (Post Held while at university part time) Croydon Resource Day Centre and St Catherine’s Priory Duties: My main role was to line manage a compliment of volunteers, This included supervision/ identify training needs /address issues of concern , and to support the manager in the day to day running of the day centre  I provided counselling by appointment to the various users of the day centre, ranging from refugees, prostitutes, homeless people with mental health issues and drug and alcohol misusers.  In the endeavour to link this client group into the other support agencies, (social services, doctors, other counselling concerns, rehab, A.A., etc.  In the practicalities of this role involved; - writing reports, updating confidential files, etc.  St Catherine’s {Priory  My responsibilities included one-to-one sessions with people on remand (including convicted paedophiles and rapist,etc)  This involved regular liaison with the courts, police and the probation service to ensure that the people held on remand kept to their bail conditions.  This also involved report writing, updating their files, working as a member of the team to ensure the smooth running of the bail hostel. Achievements: I line managed three volunteers in the administration and running of the day centre alongside the centre manager. I also acted as appropriate adult. When
  • 8. 8 any of the teenagers were arrested, and their parents or social services could not attend the police station. - Thus acting as a positive role model. The Shaftesbury Society – Christian Care in Action Group /Detached Youth Worker – John Kirk & Lena Fox House – Direct Access Hostels September 1994 – October 2000 (left to study part time at university) Duties: The main objective of the society is to demonstrate the practical love of God in a professional environment. Via a referral system which contained 1. A risk assessment 2. A potted history – Support needs 3. Relevant info , i.e. mandatory and voluntary agencies, etc., This enabled us to ascertain and discuss with resident, highlighted support needs and construct a mutually agreed support plan and liaise with relevant agencies.  Every member of the management , staff and volunteers were practising Christians  Our remit was to provide a professional service , as the “Church in the community “  It was a direct Access Hostels in Bermondsey and Camberwell.  Working with vulnerable teenagers 14 to 19 years old  We received referrals from Churches, Social services, refugee centres, etc. Through practical care we sought to address the Spiritual (the gospel) the emotional, relevant agencies, statutory or voluntary (Social services, counsellors, colleges, etc.) Physical, food clothing, exercise, a home for 6 months, etc. Achievements: I learnt to demonstrate the love of Christ in a practical and down-to- earth manner with sensitivity and professionalism.