Role: Management Consultant (freelance)
Duration: 3 months
Overview
As a management consultant, I was engaged by the Connect Centre, a charity delivering community services in a large rural area. The remit was to conduct an in-depth organisational review in response to rapid growth and operational challenges. The objective was to build resilience against operational risk, demonstrate financial sustainability, improve workforce stability, and create a structure for strategic growth. This case study highlights key projects and achievements demonstrating my strategic and operational expertise.
Achievements
- Comprehensive organisational review: Conducted a detailed assessment of Connect’s homelessness services. This involved mapping objectives and outcomes, reviewing practice methodologies, and assessing quality assurance and risk management practices. The review provided a clear definition of challenges and set out costed next steps for developing solutions.
- Practice analysis and recommendations: Mapped the objectives and outcomes of each service area, including key performance indicators (KPIs). Evaluated staff skills and experience against evidence-led best practices, and provided a summary analysis with recommendations and an implementation plan.
- Systems review: Assessed policies and systems across services, focusing on consistency and contributions to outcomes and practice. Conducted a focused review of supporting ICT systems, including customer relationship management (CRM), reporting, and office tools. Delivered an options appraisal for procuring a suitable CRM system.
- Structural recommendations: Developed an organisational structure map with cost, capacity, and risk assessments. Facilitated structured workshops to explore organisational structural transitions and opportunities, providing a summary and costed recommendations for the next stages.
- Quality assurance and risk management: Implemented a model for sustainable and empowering quality assurance and risk management. Ensured there was a clear operational understanding of practice and risk, driving high service standards with an emphasis on staff support and confidence.
- Staff development and training: Identified and addressed gaps in training and professional development. Recommended a structured training programme for staff, focusing on areas such as de-escalation, managing risk, and outcomes-based practice. Developed a ‘champions’ approach to embed best practices within the team.
Impact
- Clear Pathway for Improvement: The review provided management team a clear understanding of their challenges and a costed roadmap for developing effective solutions, enabling the charity to address operational risks and enhance service delivery.
Skills
- Strategic leadership: Demonstrated the ability to lead and manage comprehensive organisational reviews, providing strategic direction and actionable recommendations.
- Data analysis and interpretation: Utilised detailed data analysis and trends to inform decision-making and strategic planning.
- Stakeholder engagement: Engaged with a wide range of stakeholders, including leadership, staff, and commissioners, ensuring a collaborative approach to problem-solving.
- System and process improvement: Identified and implemented system and process improvements to enhance operational efficiency and service delivery.
- Quality assurance and risk management: Developed and implemented robust quality assurance and risk management frameworks to ensure high standards of practice and mitigate operational risks.
- Training and development: Designed and implemented targeted training programmes to address skills gaps and promote continuous professional development.
References