I’m a Safeguarding, Programme and Change Management Professional with a successful track record of continuous improvement and innovation, who can support your Force to improve its contact centre performance and quality. Using my experience of leading a continuous and successful improvement programme in a large UK Force, I can provide you with support to improve your 999 and 101 performance by:

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• Improving customer service and service quality at first point of contact

• An assessment of your programme’s viability and risk

• Setting up and initiating clear programme management

• Support and mentorship to your improvement programme

• Engaging with your staff to generate problem solving

• Identifying opportunities for greater efficiency and effectiveness

I have delivered strategic system change, improvement and innovation at a senior management level in Policing, statutory and third sector Children’s Social Services, Higher Education, Welsh Government and independent consultancy. For the past seven years, I have worked with South Wales Police on a number of high profile and complex change and improvement programmes, the most recent as the lead manager for the delivery of a whole systems improvement programme in the Force contact centre. This encompassed a management restructure, operational practice, process and policy change, preparation of technology introduction and a new service operating model. Now working as an independent consultant I can provide you with strategies that have gained Force awards and independent audit assurance to help improve your contact centre.

Career Successes and Qualifications:

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Qualifications

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• MSc Business Psychology - University of South Wales 2014,

• BA (Hons) Communication Studies - Coventry Polytechnic 1988,

• PGCE (Further Education) - Cardiff University 1990,

• Certificate in Social Services - Bromley College of Technology 1982,

• Successful completion of Practitioner Course – Managing Successful Programmes 2017,

• Successful completion of Foundation Status – Managing Successful Programme 2017,

• Accredited Action Learning Set Facilitator 2013,

• Registered Social Worker (Care Council Wales).

Career Successes

• Lead Developer of SAR (Summary, Assessment, Response) Call Management Approach (South Wales Police) 2023.

• Ch. Supt. Operational Support Services Commendation (Public Service Centre Continuous Improvement Programme - South Wales Police) 2023.

• Worked on the National Contact Management Framework - College of Policing 2023.

• ‘Substantial Assurance’ (highest) rating by independent audit of SWP Public Service Centre Continuous Improvement Programme 2023.

• Det. Ch. Supt. Major Crime Commendation (Contribution to National Safeguarding Arrangements – South Wales Police) 2020.

• Police and Crime Commissioner Partnership Award (Home Office Funded Early Intervention Project South Wales Police) 2018.

• Led a successful continuous improvement programme and co-led three significant Vulnerability and Early help related programmes that encompassed Policing and Social Care (with South Wales Police) 2016 to 2023.

• Developing a new Operating Model for South Wales Police Public Service Centre.

• Developed with the College of Policing the Summary Assessment and Response (SAR) model of call management currently a practice bank example.

• Extensive strategic and operational management of Child Protection and multi agency safeguarding.

• Co-developed the South Wales Domestic Violence risk indicator tool, precursor to DASH, 2002.

• Authored the first Domestic Violence Review in Wales and was a Home Office expert reader for the development of the Domestic Violence Homicide Review process (NSPCC) 2004.

• Developed the National Centre for Policing Excellence response to first Lord Laming report, involving strategic and operational stakeholder engagement across UK Police Forces, Home Office, Scottish and Welsh government, 2004.

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