Meet Zoe, Head of Residential Quality Assurance and Audit
Zoe has been part of National Star’s residential services for 15 years, joining as a Facilitator and then progressing through residential management roles to become a Residential Manager. Zoe has managed on-campus residences as well as our Day Services provision. In February 2015 she became the Head of Residential Quality Assurance and Audit. She is responsible for evaluating and implementing systems and practices to improve the services we deliver, providing support to Residential Managers and leading on recruitment and pre-entry assessments for potential learners.
What attracted you to your current role?
I had been a Residential Manger at National Star College for 7 years and felt I needed further challenges within my role. I have always had an analytical way of working, and had reached a point in my role where I was naturally evaluating the standards, processes and services we delivered and how these could be improved or what could be learnt from them. When the position was advertised it felt natural to apply; I felt ready to further develop myself with an exciting new role.
Describe a typical day
My days are extremely varied. They include: offering direct support to service users, evaluating systems and practices, performance managing, monitoring standards and procedures within residential services, developing new systems and processes, attending and chairing meetings, dealing with safeguarding concerns, auditing residential standards and liaising with external services or multi-disciplinary teams.
What are the key skills required for your role?
You need to be autonomous and adaptable, committed and able to balance your workload well. It’s important to adapt your communication and approach quickly to tasks that present themselves. You also need to be proactive and have a good knowledge of residential services and external influences. Finally, you should be flexible and able to positively influence and make changes while being supportive, approachable, fair and motivated.
What do you enjoy most about your new role?
I enjoy working across all areas of residential services and not knowing what I will be faced with each day. I like being able to evaluate, make positive changes and see how these changes are embedded. I also enjoy working more closely with many different professionals – both in college and externally.
What would you say to someone wishing to progress their career at National Star?
Seek any opportunity which enables you to grow and develop. I have been an employee for 15 years since starting as a Facilitator in 2001, and I can honestly say I have never tired from the challenges and rewards gained from working at such an amazing place. It motivates me to continue to develop and be a part of an inspirational organisation.