My Homecare Journey
My HCIL journey started in July 2014 as a Regional Support officer within the Northern Trust. My key responsibility within this role was to effectively and efficiently manage my care staff rotas, ensuring business needs were met in accordance with HCIL policies and procedures. I also had to deal with a high volume of care assistant, commissioner, client and next of kin queries and ensure they were dealt with within the correct timeframe. This role enabled me to communicate with staff and management at all levels and provided me with experience in dealing with confidential information in accordance with data protection and in accordance with HCIL policies and procedures.
Through the development of these skills I progressed to Quality officer within the HCIL quality department in March 2015. Within this role I was responsible for the quality Improvement process and the co-ordination and resolution of complaints within the Northern Trust. This role enabled me to improve my administrative and IT skills, which allowed me to create numerous reports for the HCIL Quality department
in a hope to improve efficiency. As part of my professional development I was encouraged to complete a CIPD level 5 qualification in Certificate in Human Resource Management, I attended a part time course in Portadown SRC and achieved this qualification in June 2016.
From Quality Officer I moved to IT Admin on Feb 2017. Within this role I was responsible for responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction. I was responsible for the installation, setup and maintenance of IT equipment and software. I also maintained a case / issue history within the help desk ticketing system and provide efficient support and troubleshooting for issues relating to desktops, laptops and peripherals. Within this role I gained experience of project management and the delivery of user requirements across all departments.
This lead me to my current role as Programme Manager, I started this role in October 2018. As Programme Manager I direct a project team. My responsibilities include overall project governance, direction, and implementing course corrections as needed.