David O'Brien

As a national Systems Coordinator, I carry out the following work: Track and monitor system faults and downtime and report back to both colleagues and system users; Analyse and document system processes and prepare reports based upon stakeholder feedback and offer appropriate recommendations; Liaise with Regional contacts and local Branch Secretaries across the UK, regarding system processes and report back where improvements may be required to enhance user experience and ensure inclusivity in usage; Diagnose, record and resolve queries on the operation of the system and escalating to other parties as appropriate; Communicating with stakeholders to ensure that we are receiving regular reports on how the system is being used and where there are priorities such as legal cases; Co-ordinate, organise and run regular weekly training courses for local, regional and national system users, both remotely and in person; Regularly liaise with Data Protection and Legal Teams on best practice within the system as we hold details of over one million individual members. Safeguard UNISON's internal and external policies and procedures as these can include personal and / or privileged data; Prepare regular reports to colleagues and senior management, as well as other stakeholders regarding the amount of users of the system, the amount of cases that have been dealt with and any issues that have arisen in their work, using internal reporting systems.

• Delivered reliable IT support, promoting a stable working environment.
• Developed a more cohesive team environment for improved productivity.
• Implemented security measures for enhanced network safety.
• Streamlined system operations by implementing efficient procedures.
• Assisted in the migration of databases, ensuring data accuracy.
• Liaised with IT department to troubleshoot technical issues swiftly.
• Conducted audits of systems, improving data integrity.
• Facilitated seamless communication channels via effective network configuration.
• Organised training sessions for increased staff competency.
• Collaborated on strategic planning to align IT goals with business objectives.
• Administered user accounts; ensured secure access controls.
• Recruited, trained and managed IT teams to continually meet service user needs.
• Assessed system performance to advise on possible updates and improvements.
• Recommended upgraded technologies to meet evolving business requirements.
• Led information and communications strategy development.
• Liaised with service users and business managers to meet computing requirements

Review and assess grant applications analysing information against criteria, interprets financial information, collaborates with welfare volunteers and other professionals and, reaching recommendations on financial assistance; Delivering the welfare officer induction training Planning and delivery of presentations and training, as directed. Advising welfare volunteers and others in the organisation on issues such as debt/money management, benefit entitlement, policy as it affects casework and alternative sources of help; Assisting members in accessing this support or their contact with authorities, welfare providers and other organisations; Advocating and negotiating in consideration of individual circumstances and vulnerability; Maintain confidentiality in all areas of the role in line with procedures and, Data Protection regulations; Support the Casework Manager in identifying trends and ongoing development of grant making policy and casework procedures; Share team related tasks including daily case prioritisation, first-line assessment, emergency applications and payments.

• Conducted thorough investigations to resolve client concerns.
• Maintained detailed records of all casework activities to ensure regulatory compliance.
• Prepared comprehensive reports, enhancing transparency and accountability.
• Conducted risk assessments, guaranteeing client safety and well-being.
• Enhanced internal procedures with efficient casework management techniques.
• Facilitated training sessions, fostering team development and knowledge sharing.
• Ensured adherence to data protection laws whilst managing sensitive information.
• Managed extensive case loads for better organisational efficiency.
• Improved client satisfaction by effectively handling complex casework issues.
• Streamlined processes by implementing effective time-management strategies.
• Liaised closely with other professionals for multi-disciplinary approach towards casework.
• Assessed individual needs of clients to tailor appropriate support plans.
• Advocated for clients' rights, resulting in fair treatment under the law.
• Collaborated with multidisciplinary teams for improved service delivery.
• Coordinated meetings between parties involved in cases for resolution of disputes.
• Managed multiple cases simultaneously and delivered support within strict deadlines.
• Listened without judgement to provide compassionate, empathetic case support.
• Signposted services to improve service user independence and growth.
• Applied for and obtained funding to improve service user living quality and security.
• Assessed service user progress and adapted support programmes to respond to changing needs.
• Coordinated support between partner agencies to achieve safe, cohesive client care.
• Assessed eligibility for increased support and advised on application requirements.
• Embodied and modelled ethical standards of care, leading by example to support continuous positive outcomes.
• Facilitated access to community programmes and resources, maintaining strong knowledge of eligibility and application requirements.
• Maintained strict confidentiality at all times, adhering to relevant company policy.
• Completed tasks within specified timeframes and confirmed information shared between relevant internal and external parties.
• Signposted additional support opportunities to speed up progress towards service user goals.
• Escalated concerns for investigation to maintain service user welfare and safety.
• Kept daily report book up to date and accurate, including records financial transactions.
• Reported concerns, problems and changes to the Community SupportManager immediately.
• Delivered highest standards of support to people with learning disabilities, in line with individual support plans, cultural needs and wishes.
• Developed warm and positive relationships with users, resulting in excellent satisfaction scores.
• Maintained confidential case documentation in line with data protection regulations.
• Attended regular training and supervision workshops for improved service user support.
• Partnered with external support networks to deliver holistic client care.
• Built positive, productive client relationships for enhanced social support.
• Developed and championed accessible, practical solutions for recurring problems faced by service users.
• Consulted with multidisciplinary team of professionals to optimise treatment plans for complex cases.

In my Council role I would visit tenants in both Council and private rented housing to assist them with completion of their Housing Benefits form. I would also identify any other benefit needs and refer them as appropriate. A major part of my role was to interview tenants in a confidential interview room when they had specific needs that required a more detailed and sometimes sensitive conversation

• Maintained up-to-date knowledge of assessment criteria and industry standards, ensuring fair evaluations.
• Reviewed and updated existing assessment methodologies to improve effectiveness.
• Ensured compliance with data protection laws during all stages of assessment procedures thus safeguarding company's reputation against potential legal issues related to privacy infringement.
• Maintained accurate records of assessment outcomes, contributing to data-driven decision-making.
• Implemented client-centered approach, responding empathetically to immediate needs while consistently seeking long-term solutions.
• Worked with stakeholders to refine and adapt assessment processes in response to changing requirements.
• Communicated with customers to manage expectations of costs and timescales.
• Visited tenants to assist with completion of applications forms
• Utilised advanced analytical tools to assess and interpret complex data sets.

As a Clerical Assistant, I would answer phone calls, file cases and staff the public Inquiries desk. I would liaise with the Benefits Assessors regarding issues raised by claimants.

• Kept abreast of office supply inventory levels, ordered necessary items timely to avoid shortages.
• Acknowledged receipt of deliveries promptly, recorded details accurately for tracking purposes.
• Performed photocopying and document scanning duties, ensured availability of necessary paperwork at all times.
• Ensured accurate record keeping with diligent data entry tasks.
• Fostered effective communication to resolve customer queries through professional correspondence.
• Prioritised urgent tasks to meet deadlines efficiently.
• Managed incoming post to maintain regular communication flow within the department.
• Provided reception cover, responded to telephone inquiries professionally and courteously.
• Streamlined administrative processes, ensured a well-organised workspace.
• Contributed towards a positive work environment by assisting colleagues as needed during busy periods or absences due to illness or holidays.
• Entered handwritten data into computers for easy retrieval.
• Maintained office files for reliable reference.

My role was in the International Unit at the Dept of Energy - where I would mainly deal with faxes coming in regarding issues in the Gulf states. I would carry out filing and book travel for the Senior Executive Officer and Principle Officer.

• Performed bookkeeping tasks, including invoicing and expense tracking.
• Maintained stock levels to avoid shortages in office supplies.
• Improved customer satisfaction through prompt response to email and phone queries.
• Interacted professionally with clients providing excellent service at all times.
• Ensured efficient travel arrangements for staff including booking flights and accommodations.
• Handled sensitive information discreetly maintaining high level confidentiality at all times.

I worked in a restaurant on the third floor, which has since gone. It was known as the Selfridge Restaurant and was frequented by wealthier clientele and celebrities. I carried out portering duties and washing up.

• Upheld food safety regulations with careful handling of ingredients during meal prep.
• Supported head chef in daily operations to ensure efficiency of the kitchen workflow.
• Maintained high hygienic standards with routine disinfection of utensils and equipment.
• Washed and cleaned utensils quickly after use; maintained a clean workspace at all times.
• Followed food hygiene and safety procedures in line with requirements.
• Cleaned back-of-house stations, crockery and cutlery to support catering service.

I was employed to wash dishes, sweep floors and clean the kitchen equipment.

• Showed adaptability in performing a variety of manual labour tasks as required.
• Completed assigned tasks promptly, displaying strong time management skills.
• Unloaded deliveries from lorries, ensuring prompt distribution of goods.
• Assisted team members in heavy lifting tasks for smoother operations.
• Displayed resilience by working extra hours during peak periods.
• Operated various machinery under supervision, resulting in increased production efficiency.
• Followed all health and safety protocols for a hazard-free environment.
• Loaded transport vehicles carefully to avoid damage during transit.
• Maintained cleanliness in work areas by sweeping, dusting and disposing of waste.
• Communicated effectively with colleagues and supervisors for better task coordination.
• Maintained stock accuracy by verifying incoming material deliveries against shipment paperwork.
• Performed strenuous physical activities such as heavy lifting in adverse conditions.
• Followed instructions with strict attention to detail to perform assigned tasks under minimal supervision.
• Maintained clean, safe working environments in line with site regulations, eliminating risks and accidents.
• Complied with health and safety regulations during operation of equipment.
• Followed health and safety guidelines to properly dispose of waste and toxic materials.