Coronavirus

A Day In the Life of Angela Campbell

As part of our celebration of 10 Years of trading, 360 Services are highlighting the staff members and clients who have or who are still contributing to our success and continued growth.

Angela Campbell has been carrying out shifts for 360 Services since March 2020 and has worked over 700 shifts at Female Only hostels! Oladuni Odepidan started in April 2022 and since then has carried out nearly 300 shifts, and Olga Kreminska was employed in July 2019 and has carried out an amazing 800 shifts at various homeless hostel sites.

These 3 ladies have formed a formidable working relationship and are the core team for delivering our services on behalf of Housing for Women at their female only project in North London.

Housing for Women is a housing provider and charity with a mission to empower women and challenge inequality. They support women through affordable housing, helping women and children escaping domestic abuse, survivors of trafficking and women leaving prison. They have a long and proud history of providing supported and specialist services across London.

Angela had this to say about providing support on behalf of Housing for Women clients during both day and night shifts:

“I have to have good judgement in making quick on the spot decisions. There can be lots of different challenges dealing with clients with different issues, but experience and training has helped me to learn how best to support them, whilst ensuring their safeguarding and health and safety.

Keeping clients, staff and visitors safe as well as myself when I do my checks and patrols, are of extreme importance whilst all good practices are followed. I am always very professional when carrying out my duties by following all policies and procedures, regulations, guidelines and following all instructions from the Housing  or Women staff.

I would say that I am very honest, direct, personally blunt and straight to the point, however, and most importantly, I am approachable and able to show understanding and empathy along the way.

Keeping both ears open to listen to all the clients with full communication, written and verbally, helps me to do the job to the best of my ability. I understand my job role fully but if I have any questions or concerns, I bring up with the team immediately. I have never been late in all the time I’ve worked at High Cross.

I am committed to doing my work in the best way that I can. I enjoy supporting the staff and clients. I am responsible and respectful across the board and it’s satisfying working within a trusted team at Housing for Women and 360 Services, who have both shown me that they value me, and my performance at work.”

All 3 ladies have shown a level of commitment that is valued by both 360 Services and the client. They work collaboratively with the Operations Team and the client to ensure that all shifts are carried out, communicating promptly and efficiently where and when needed. Continuity of staff and building solid trusting relationships with the clients under our care, is an important part of the services provided by 360.

Ayesha Johar, the Service Manager for the North London site said that the team provided ‘are working really well with us, the women trust them, and they are approachable and work well with the team of staff there’.

Formerly known as 365 Security, 360 Services has been trading since July 2014.  Whilst providing both security and support staff for a variety of settings, we specialise in delivering services to Homeless Hostels & the Supported Accommodation sector across the whole of England & Wales.

Throughout this year of our 10th anniversary, we aim to celebrate our staff, highlighting the various issues facing the homeless throughout the UK and encourage both our staff and the public to support local charities with their efforts to reduce the impact of homelessness.  For more information visit www.360-services.co.uk or www.h4w.org.uk

Contributing to 10 years of Success – Secuna Indjainancassa

As part of the celebration of 10 Years of trading, 360 Services are highlighting every month the staff members and clients who have or are still contributing to our success and continued growth.

This month we focus on Secuna Indjainancassa and acknowledge his exceptional work at St Mungos Pownall Gardens – A long-term accommodation for single people who have experienced homelessness in West London. 

Secuna joined 360 Services in July 2020 and since that time has completed over 1,000 shifts for 360 Services, over 800 of those at Pownall Gardens. In this time, thanks to the management team at St Mungo’s and Secuna’s dedicated leadership in the provision of overnight cover for the project.  Pownall Gardens has undergone a complete transformation, which all parties involved, and the wider community can be proud of.

Secuna’s contribution to the success of the project has not gone unnoticed. Throughout his time at Pownall Gardens, he built an excellent rapport with the residents, inspiring many of them to adopt a healthier lifestyle.  His promotion of a healthy lifestyle led to the construction of an outdoor gym area that was free for the residents to use. As a result, we saw a significant improvement in residents’ behaviour.

March 2024 Ssecuna thumbs up
March 2024 Ssecuna and resident

When St Mugos took over responsibility for the delivery the project in April 2019, 360 Services were immediately appointed to provide lone working Night Concierges to safeguard the residents and reduce the levels of anti-social behaviour on site.

Kuwayne Cain our Managing Director recalls, “In the first few months of delivering overnight supervision of the project, we identified high numbers of discarded needles in the grounds of the project.  A garden shed where local drug users and dealers (not directly associated with the project) would gather at night to distribute and use illegal substances.  Unauthorised visitors regularly being allowed into the project or trying to force their way into the project.

There was a suspicion that “cuckooing” was happening at the property and those undertaking anti-social activities were trying to intimidate staff to stop them from disrupting their activities.”

St Mungos made great efforts to clean up the environment of the project.  A garden that residents and staff were wary of entering, due to the high number of needles and trespassers was transformed into a place where residents could relax, and trespassers found it difficult to enter.

Residents were encouraged to follow the rules and those unwilling to adopt to the new culture of the project were found alternative accommodation.  Attempts to intimidate night staff reduced and Pownall Gardens has evolved into a project where anti-social behaviour is no longer an issue.

Sarah Jane-Malone, St Mungo’s Service Director for all Hounslow sites, said,

“Secuna was an absolute star in his time at Pownall. He supported the residents in the absence of staff, listened to what they had to say, and arranged activities for the clients of the evening. The feedback I got from staff was always positive, and they felt the building was in safe hands when Secuna was on duty. Incidents happened, but he always managed them well and did whatever he could to address the situation.”

The success of the work conducted by St Mungo’s and 360 Services overnight safeguarding team, meant that towards the end of 2023, when budgets were being reviewed it was decided that Pownall Gardens residents no longer required overnight support.  In December 2023, Secuna was transferred to a project called Pound Lane to take over leading the overnight safeguarding for a North West London project that is delivered as a partnership between St Mungo’s and Look Ahead.  The project has over 80 residents and 2 buildings – so, therefore, presents its own unique challenges to Night Concierge.  However, with Secuna now leading the supervision we are confident that our night team can deliver the outcomes that the project is looking for.

Formerly known as 365 Security, 360 Services has been trading since in July 2014.  Whilst providing both security and support staff for a variety of settings, we specialise in delivery services to Homeless Hostels & the Supported Accommodation sector across the whole of England & Wales.  Throughout, the year of our 10th anniversary we aim to celebrate our staff, highlight the various issues facing the homeless throughout the UK and encourage both our staff and the general public to support local charities with their efforts to reduce the impact of homelessness.  For more information visit www.360-services.co.uk

______________

360 Services provides Event Security as well as security for most Commercial and Office Buildings.  If you would like more information about joining our team or about the range of services that we offer our clients.  Please email ops@360-services.co.uk or call 01322 277 051.

Vetting Security Staff & Support Workers

Vetting is an essential part of recruiting staff to work in both Security Guard roles and Support Staff for Safeguarding Vulnerable Adults.  360 Services prides itself on meeting and exceeding the requirements of BS 7858 for vetting and pre-employment screening by carrying out rigorous background checks on all recruits to our business.  On the rare occasions where we use subcontractors, we also conduct the vetting on their behalf in order to ensure that our standards are being maintained.

BS7858 is the code of practice published by the British Standards Institute that gives recommendations for the screening of individuals in a secure environment where the safety of people, goods and services, data, and property is required or where such screening is to be considered to be in the public interest. Carrying out pre-employment screening can help ensure the safety of members of the public, people within our care as well as other workers. It can also help to show a level of competence showing that an individual can carry out a job with trust.

Verification of employees’ Identification Documents is required and thoroughly checked. Right-to-work checks are carried out and all copies of documents are stored safely and securely electronically for a period of 10 years. 360 Services uses the world’s most used provider of online credit reports to carry out these checks quickly and efficiently. A global watchlist check is also carried out, which cross referencing the potential employee name against various sanctions, watchlists and fraud databases including the HM Treasury’s consolidated list of financial sanctions targets in the UK.  

Previous employers are contacted for references and verification of employment for the previous 5 years of work history. Any gaps in employment are investigated thoroughly and unless sufficient evidence can be provided to explain gaps over 30 days, the applicant would fail the vetting process. Evidence of gaps can come in many different forms including the use of Social Media checks, bank statement,s and records provided by Government departments. 

All of our staff that work in a setting where Safeguarding is the primary concern (for roles such as Night Concierge, Support Worker or Project Worker) are required to have an Enhanced DBS check carried out with the Adults and Children’s barred list being checked as part of the criminal records screening. The Government now recommends that employers work with Digital Identity Verification (DIV) providers for DBS checks, 360 Services uses a leading provider for such remote background checks. Should any concerns or alerts be raised on the check then a full risk assessment is carried out to ensure that safeguarding needs are not put at risk. All certificates are checked every three months on the Update Service website which all employees are required to register with. Whilst the Enhanced DBS lasts for 3 years, to add an extra layer of comfort to our Clients we require all staff to obtain a new Enhanced DBS on an annual basis.

Staff working in a purely security role where safeguarding vulnerable adults is not the priority are required to hold a current SIA licence and regular monthly checks are carried out to ensure they remain current.

All aspects of our vetting process are managed internally by our HR team, for staff recruited by our Head Office in Dartford or by our regional offices in London, Swindon and Yorkshire   If you have any queries about how we ensure that our staff are safe to work with your clients please email admin@360-services.co.uk

_________

360 Services provides Event Security as well as security for most Commercial and Office Buildings.  If you would like more information about joining our team or about the range of services that we offer our clients.  Please email ops@360-services.co.uk or call 01322 277 051.

Fundraising for Supporting the Homeless

Fundraising for Supporting the Homeless

“Sometimes the smallest step in the right direction ends up being the biggest step in your life”.

On a glorious day of sun, surrounded by family, friends and colleagues. We embarked on a journey that was about more than just putting one foot in front of the other. It was a charity walk aimed at shining a light on one of society’s most pressing issues: homelessness. With each step, we sought to make a difference, to raise awareness and funds for those who lacked the necessity of shelter.

The cause was deeply personal. Having witnessed the struggles faced by individuals without stable housing, the walk held a profound significance for me. It was a chance to transform empathy into action, to contribute towards fundraising for our valued client Homeless Oxfordshire, who provide support, shelter, and resources to the homeless population of Oxfordshire.

As we joined the assembly of participants, there was a sense of purpose in the air. Volunteers, supporters, and fellow walkers gathered with a shared commitment to make a positive impact. There were two excellent welcome talks one, an emotional tribute by Amber Hughes to her sister who had been supported by the Charity prior to her death, which was then followed up by Simon Hewett-Avison, CEO of Homeless Oxfordshire.

The venue for the walk was Ditchley Park in Oxfordshire, a beautiful location with a rich vein of history. As we all set off each step echoed a silent pledge to stand in solidarity with those facing the harsh realities of homelessness, along the way, conversations bloomed, anecdotes were shared, and connections were formed. It was a reminder that homelessness isn’t merely a statistic, but a complex issue intertwined with individual stories and struggles. The weather was idyllic for the walk and the surrounding of countryside was mind blowing for such a glorious cause.

The physical exertion of the walk was met with an unwavering determination fuelled by the cause we were championing. The fatigue that settled in was a small price to pay compared to the challenges faced daily by those without a place to call home. The sore muscles were reminders of the privilege of having a roof over my head and emphasized the urgency to do more for those in need. As the miles passed, the collective spirit of the participants grew stronger. Strangers became companions, supporting each other through the journey. The shared goal of making a difference overshadowed any differences, uniting us in our quest to address homelessness in our community.

Crossing the finish line was a moment of triumph, not just for completing the walk but for contributing, in some small way, to a cause larger than ourselves. The impact of the charity walk extended far beyond the physical distance covered. It was about raising awareness, fostering empathy, and sparking conversations that could lead to lasting change. It was a reminder that addressing homelessness requires not only immediate aid, but also long-term solutions rooted in community support and advocacy.

As the walk concluded, I carried with me a renewed sense of purpose and a commitment to continue advocating for those without homes. The experience reinforced the belief that collective action, no matter how small, can make a significant difference in the lives of those facing homelessness, with each step taken during the charity walk, we moved closer to a world where everyone has a place to call home. We all settled in to having some refreshments which was just as glorious as the views seen of simply one of the best slices of chocolate cake I’d eaten.

Written by Jon Turner – Operations Manager for 360 Services who was joined on the walk by his wife and daughter as well as by the Managing Director of 360 Services who was also accompanied by his family.

If we can help your charity to promote fundraising for the Homeless in Oxford, London, Kent or any other regions where we supply staff please email ops@360-services.co.uk

_________

360 Services provides Event Security as well as security for most Commercial and Office Buildings.  If you would like more information about joining our team or about the range of services that we offer our clients.  Please email ops@360-services.co.uk or call 01322 277 051.

Mobolaji – A Day In The Life

Meet Mobolagi Ayorinde, he has worked and provided excellent service for almost 5 years now. He is our Lead Security Officer at Cory Western Riverside Transfer Station.  Cory is one of the UK’s leading recycling and waste management companies, they receive around 900,000 tonnes of non-recyclable black bag waste a year. 89% of which arrives at the site where Mobolaji is based, so doing regular and thorough patrols of the premises and being extra vigilant are all key to Mobolaji’s role.

Why did you start working with 360 Services?

I was looking for a reputable Security company to work with, I had heard good things about 360 Services, so I decided to apply. 360 called me and asked me to come to West London to conduct an interview and the rest is history.

What does your job involve?

I have been a Permanent Security Officer at Cory for 4 years. It’s a 5000 sq ft area with about 4 different companies inside. Cory’s key purpose is to recycle waste and transfer it into energy and construction materials. My main duty is to ensure the site is always secure, monitor incoming and outgoing vehicles, keep vigilant, and ensure health and safety procedures are being followed. I conduct regular health checks and assist the management team on site.

Describe some of the training that you received in order to do your job better?

When I first started at Cory I received in-depth training, it was made very clear to me what I needed to do to do my job to the best of my abilities. However, the Health & safety course that 360 services run is some of the best information I have received. I have done the course on 3 separate occasions and each time I pick up new nuggets of information as they are continuously updating the course.

What do you like to do in your spare time?

I like to keep fit and active, so I go to the gym at least 2 times a week. I also like to give back, so I volunteer and do charity work. Other than that, I like to spend time with my family and watch movies.

What do you find rewarding about your job?

Working with a reputable company and working with a great management team is always a bonus. It also feels good to know that I work at a site whose main goal is to help the environment.

What’s your most proud moment working with us?

I get excited and feel proud when we get new contracts and new sites. It feels good to know that I can contribute and be a part of a growing company. 

What’s the biggest lesson you have learned working with us?

Being dedicated to your job, understanding the importance of being consistent, and knowing what you’re doing, and if you don’t, don’t be afraid to ask questions.

_________

360 Services provides Event Security as well as security for most Commercial and Office Buildings.  If you would like more information about joining our team or about the range of services that we offer our clients.  Please email ops@360-services.co.uk or call 01322 277 051.

360 Services Notting Hill Carnival Blog –

Our experience on the other side of the rope

360 Services has now provided security and stewarding services for one of the largest floats at
the Notting Hill Carnival – Elimu Mas, since 2018. This year, across the 2 days we provided close to 100 security officers and stewards, to ensure that everyone enjoyed their carnival experience. As the years go by, we learn more about the best ways to get organised, prepared, and ready for the two busy days.

The preparation starts months in advance when we start selecting the employees who we think are the right fit for this event. We carefully select the employees based on their performance, reliability, and skills. As a business, we work against the “one size fits all” philosophy, and so for each of our customers, we aim to pick and choose what is right for them. For example, on Children’s day, the emphasis is on friendly security with good communication skills.

Providing security for such a big and high-profile event is always a learning experience for us as a team. We understand that preparation is vital for an event like this, so we make sure that we are set up for success by having a detailed plan in place with contingencies for an emergency or a major incident. Not only is it our goal to keep the float secure, but to also make sure the band staff, the public, and our team are safe. This year there were no significant incidents except a few members of the public enjoying their drink a bit too much.

The days start off with a very detailed briefing, and every staff member is made aware of their position and responsibility around the float, whilst management and the response team keep their eyes and ears out for any potential problems. We go over the plans set out with the client, ensure we have the rope ready, and that all our safety measures are in place.

Whilst both the float and the public are enjoying the party, our security and stewards team enjoy the atmosphere from the other side of the rope.

________

360 Services provides Event Security as well as security for most Commercial and Office Buildings.  If you would like more information about joining our team or about the range of services that we offer our clients.  Please email ops@360-services.co.uk or call 01322 277 051.

A Day In the Life of Ike Anyanwu

Ike Anyanwu has been a Night Concierge with 360 Services since March of 2022. He’s based at a St Mungo’s accommodation in London – St Mungo’s is one of the UK’s largest registered charities that provide shelter and help for some of the UK’s homeless population. Responsibility, due diligence, a duty of care, and professionalism are all key tenets of Ike’s role. There’s a lot to learn from a day in the life of Ike’s work as a Senior Night Concierge, the skills required, and the people he’s met.

How did you start working with 360 Services?

I was looking actively for jobs, and a colleague suggested that 360 was hiring.

How is working with 360 Services different from to work you’ve done before?

The difference with my previous job was that I worked in customer service dealing with the public in a front line role. I didn’t have much communication with the management team. Whereas at 360 I’m in contact with the management team often.

What does your job involve?

My job involves the Safeguarding of the residents by conducting internal and external patrols and monitoring the CCTV. Logging in incident reports, Health and Safety checks of the building, ensuring hallways, doors, and exits are unblocked.  Also, I look out for the overall safety of the residents.

What are some of the challenges you face in the hostels?

The challenges that you can face working in Homeless Hostel are that some of the residents are dealing with mental health and drug abuse issues. Some have Post-Traumatic Stress Disorder, Panic Attacks, and Paranoia, and are commonly schizophrenic. All this mentioned must be dealt with professionally.

What do you find rewarding about your work with 360 Services?

The most rewarding part of my job is recognition, flexibility, and good communication with the management team. Also, positive work relationships with the clients.

What have you learned about homelessness since working for 360 Services?

Since I started working with 360 Services as a Night Concierge. I have experienced meeting different people from all different walks of life. Working with 360 Services gave me a great opportunity to learn about homelessness, and overall being more empathetic to their needs. I have thoroughly enjoyed working here and wish to do so for many years to come.

If you would like more information about how you can join our team and work alongside dedicated staff like Ike.  Or if you are interested in one of our highly trained Night Concierge or Support staff working at your Supported Accommodation project.  Please email jon@360-services.co.uk or call 01322 277 051.

Rewarding work with 360 Services

The 360 Services Ethos

At 360 Services, we’re committed to providing the highest standard of security and safeguarding for our clients. We can only achieve this with the diligence and responsibilities of our staff across the country. As a nationwide company, our national and localised operations and services must work in tandem. This means the contributions of all our staff, whether they’re in Bradford or Oxfordshire, in a homeless hostel or head office, are crucial for our ability to offer premium services.

Since the first national lockdown caused by the spread of Covid-19 in March 2020, everyone from facility managers to support workers and concierge have faced and adapted to a number of challenges. Their work ethic in the face of change and uncertainty is a testament to their skill and dedication.

We expect our staff to work hard, but we also believe in recognising and rewarding their achievements. The safety of everyone is paramount to our ethos: the vulnerable people in our care, our staff as well as the integrity of facilities and buildings we monitor. More than that, our staff recognise and believe in this ethos too. So, we wanted to talk a bit more about the rewards and challenges that come with working for 360 Services. We’ll also highlight 360 Services’ current vacancies and how you could come work for us.

Don’t Take Our Word For It

People come to work with 360 Services for a number of reasons. Sharon Grey has been a member of 360 Services for the last seven years. She originally owned a hair salon and when she retired that business, she wanted a career change that could keep her proactive and engaged in community work.

She decided to train as a security guard, and has done concierge work for a number of 360 Services’ clients since. This has taken her to St Giles International School, Notting Hill Carnival and a St Mungo’s homeless shelter; she’s particularly proud of her work last year, where she assisted getting homeless people safely into St Mungo’s accommodation during the first wave of Covid-19.

Our Area and Control Room Supervisor Alexandra Carp joined 360 Services after completing her education. For her, the best of part of the job is getting to ‘communicate with each employee, and be able to help them out when they are facing troubles. As Area Supervisor, I do many site visits, so I get to meet most of them in person too.’

Andy Neuvell joined us with experience as a behavioural manager in a mental health facility. For Andy, building relationships with St Mungo’s residents is at the core of his work. His duties include patrols, checking the hostel’s CCTV, assisting the shelter’s staff and much more.

For Andy, his most memorable work moment was deescalating a situation with a vulnerable and potentially dangerous resident. ‘It was a key moment for me. They were able to open up, relax and find a way of coping that didn’t depend upon substance abuse.’

Working in security and safeguarding is a challenging career. Whether you’re overseeing and managing employees across the country, providing security at a festival or working one-on-one with homeless people. Nevertheless, the rewards from the work can be unique and truly fulfilling.

360 Services offers more than security and safeguarding positions. We offer cleaning services, facility maintenance and installation services in London and the South East of England as well as our security services. That means there’s potential for different careers and opportunities. Beyond that, we take on a range of employees from different backgrounds, ages and with a variety of skills and experience.

If you love working with people, creating a safe and productive environment, 360 Services might be the place for you. Check out our blog page to hear more from some of our team members about their experiences with 360 Services.

Recognising & Rewarding Our Team

Because working with 360 Services can be challenging and demanding, we try to provide rewards, opportunities and recognition for our staff as much as we can. With the lifting of restrictions, we hope that staff parties can make a return too!

This summer, we were able to relaunch our Employee Holiday Scheme. This gives our employees the ability to go on affordable holidays abroad with the hope to expand holiday destinations in the future. Currently, we have properties in Croatia and a property in Jamaica available, discounted for staff who have been with us for 1 year or more.

We love to shine the spotlight on any promotions and our Employee of The Month in the monthly newsletter.

Jordan – can you think of some more rewards/recognition/opportunities for employees you’d like me to put in?

Join The 360 Services’ Team

All staff will receive training that instills them with the confidence, accreditations and capability to do the best job possible. Our networks ensure everyone is safe and protected with full support behind you to help whenever necessary. The experiences, skills and people you’ll get to meet when you work alongside 360 Services are invaluable.

Check out our recruitment page where you can find a full list of vacancies on offer. We’re always keen to hear from prospective and potential candidates too, so don’t hesitate to reach out and contact us.

A Day In the Life of Louise Brown

louise


Louise Brown has been a Night Concierge with 360 Services since October of 2020, and divides her work between 2 St Mungo’s homeless shelters; an accommodation for women and a mixed accommodation. Louise is relatively new to 360 Services, but joined us with with work experience as a security guard. There’s a lot to learn from Louise, a day in her life with 360 Services, and the array of skills she applies to different settings.

How did you come to working with 360-Services?

“I obtained my SIA badge 5 years ago, and since then I worked as a steward at a local football ground and offered door support to local community centres. I also worked as a security guard at a Polish festival and for a number of years, I worked in a casino. This is how I got to know about 360 Services. A gentleman I worked with believed my skills would be suitable for them since they were looking for female staff.”

How is working with 360-Services different to work you’ve done before?

“You have to understand the clients you’re working with. That’s the link I suppose, it’s all about working with people. But the difference is, at a St Mungo’s shelter you’re working with vulnerable people.” A main pivot for Louise has been moving from a commercial setting to a more vulnerable and isolated environment. “In a casino, people come because they want to engage in the services they provide. I had a lot of responsibility and grew to know the clientele well. I would approach argumentative customers with a sense of humour, but remain clear, concise and firm with them.”

Louise has years of communicative tools under her belt she applies to her St Mungo’s work. However, working in a St Mungo’s shelter demands external awareness of things such as substance use, abuse, mental health disabilities and how they pose risks to residents’ safety. It’s for these reasons she takes a wholly different stance on her day-to-day work. “I ask residents, how can I help you to help yourself? Your goal is to move on from here and guarantee a future tenancy. You have to have empathy in abundance and be able to communicate with them.”

How do you approach a typical shift?

“I mainly work in the women’s accommodation and do one shift a week at the mixed hostel. My primary aim is to ensure the safety of those women. That means securing the safety of the building, i.e making sure the fire alarms are secure, checking the front door is closed and nobody is loitering, and then it’s about engaging with them to make sure they’re abiding by their tenancy. For example, I make sure in communal areas there should be no drinking, no smoking or unsociable behaviour.”

As a Night Concierge, Louise has to remain vigilant throughout her shift of her entire surroundings, from the building’s infrastructure to what’s going on externally and internally. This also means keeping a log throughout her shift of events and behaviour. As a night-time concierge, she’ll pick up a handover from the day staff and establish anything that’s happened prior to starting her shift.

“I have a lot of experience with residents who have problems with suicide, mental health and addiction…it’s a challenging environment. In the women’s hostel they’ll come and open up to me. We have to remain professional without being judgemental. I tell residents I can listen and record discussions but encourage them to action these changes with their key workers. Because of my past work experience I can implement skills, theories and resources to help them through.”

What are some of the challenges you face in the hostels?

“In the women’s hostel I work by myself, in the mixed hostel I work alongside a St Mungo’s worker. That in itself is very challenging… when you’re in a team you can bounce ideas off each other. When you’re on your own, you’re on your own. You have 24 hour telephone support from the 360 Services Control Room and a St Mungos on-call duty but you have to be resilient and think on your feet.”

Like all 360 Services staff, Louise is balancing a number of tasks throughout her shift. She has to create a safe, communicative environment that puts prevention and harm reduction first. Louise also has to be able to respond to moments of crisis.

In times of emergency – for example, a resident’s health is in jeopardy – Louise works quickly, decisively and calmly. “It can be very challenging. When an incident happens I’ll file an incident report that will go to management, and I’ll give reassurance to any residents involved. I’ll dial 999 if I have to and do what I can to encourage residents’ safety if they’re conscious and communicative. For example, if I can get a resident into the communal area, it’s much safer for all of us and we can go from there.”

How have you adapted for Covid-19?

“It’s difficult to work in PPE and be open with people. We have to reinforce to residents to follow the measures. For example, if a resident is leaving the house I’ll get them a mask from the office. If they’re in the communal area I try to reinforce social distancing. I’ll monitor CCTV and make notes that I pass to day staff.”

Working with vulnerable people during Covid-19 has proved challenging across many sectors, so Louise has to utilise those communicative tools such as encouragement and de-escalation. These tools are effective because of the relationships she’s created with residents.

“You have to think about the appropriate timing. You want them to trust you so you have to engage with them. You have to be able to look at that individual and speak to them without belittling them, but you still need to get the outcome you want. I had a resident who was being aggressive to other residents in the communal area. I laid out the rules and suggestions and reinforced I would contact the police for everyone’s safety if I needed to. Eventually, they did move, and when they did, they opened up to me and we could take it from there.” 

What do you find rewarding about your work with 360-Services?

“I try to be the eyes and ears for St Mungo’s staff and record what I see. No interpretations, just observations, which is quite hard. My faith is very important for me though. If I can treat you with the love I’d expect to be treated with if I fell on my sword, that’s how I approach people.”

In just a short amount of time, Louise has stepped up to a new, challenging role and has recently been pronoted to a Lead Concierge – Supervisory role. She’s approached her work with a high standard of professionalism and empathy. We’re proud to have her on-board and look forward to her bright future working with us.

A Day in the Life of Andy Neuvell

Andy


Andy joined 360-Services 8 months ago and currently works at a St Mungo’s accommodation based in Oxford. Even as a relatively new team member, he has a wealth of practical knowledge that has made him an invaluable, empathetic and professional security guard. Andy previously worked as a behavioural manager in a mental health facility. He comes to this line of work with his own personal experiences of homelessness. From both a professional and personal perspective, Andy focuses on creating relationships with residents and staff. He puts de-escalation and harm-reduction first. This creates a safe, communicative environment for everyone around him.

What drew you to working at 360-Services?

“I’ve worked with children, in health and social care, humanitarian aid and with mentally disabled people before, so I like working with a new group of people. I found the opportunity online and enjoy challenge and change, so I went for it.” Since becoming a day-time concierge, Andy has also trained and inducted new St Mungo’s staff. Beyond his title and daily tasks, he believes it’s essential he brings his previous work experience to the role; the job demands skills that can deal with conflict and emotions.

He strives to ensure members of staff engage and work together for the benefit of their residents. “I make sure relationships with residents are good and anyone who might not have experience working vulnerable people build those relationships. It can really save people and create a safer environment. You’ve got to treat everyone with compassion and respect.”

What does a typical day look like at St Mungo’s?

“When I arrive in the morning I’ll collect a detailed handover from the night staff. It could cover anything from the conflict that’s happened over night to people we haven’t seen in a few days. When I’ve gone over the handover I’ll start my basic set-up: patrol the area, answer emails, check the CCTV and do my keys jobs. This is also the opportunity to check in on particular residents and see if they’re okay. As well as the baseline job, you have to go above and beyond.” 

St Mungo’s is one of the UK’s leading homeless charities and accommodates people from a range of challenging backgrounds that can include alcoholism, self-harm, suicide and abuse. A part of Andy’s concierge work is to ensure residents can access the facilities and help they need. He comes to St Mungo’s with an abundance of experience working with vulnerable people, and is adept in building communication and connections.”I’ll help get people out of their rooms for meetings with their key workers, help book any appointments or hospital trips. Alongside maintaining the security of the building, so much of the work is about engaging with people. It’s one of the best ways to deal with conflict and harm.”

What are some of the main challenges you face?

“When you’re working with people who might be violent or have mental health issues, you go into the work knowing you could get hurt. You’re facing real-life problems, and you don’t want a 26-year-old resident to feel as if you’re above them. That’s why you need to know that person and know how to communicate with them.” For all of the 360-Services’ team, prevention is one of the most critical parts of the job. Prevention can mean several things from monitoring the building internally and externally and the safety and wellbeing of everybody.

“You need to be able to de-escalate a situation and just talk with residents so you can prevent having to contact the police as a final measure. That’s why maintaining those relationships is so important. But I also think trying to make an upbeat and communal area for everyone is really helpful, especially during Covid. A bit of compassion and comedy can go a long way.”

How has working during Covid-19 challenged you?

“We had a resident who tested positive and became a risk, but because of their mental health and experiences with paranoia, it was difficult for them to self-isolate.” Working during Covid is a particularly demanding context for Andy. As well as the preliminary guidelines he has to follow concerning social distancing, he also has to communicate with and safeguard residents and staff if they are exposed to the virus. “I wear PPE and make sure I deep-clean as I go, especially if a resident comes into contact with an area. When you’re working with any vulnerable people and their mental health isn’t there, it can be tough to explain to them what they need to do. You just have to approach them humanely and engage with them.” Again, those relationships and lines of communication are a crucial tool for safety and prevention.

What has been your most memorable work moment?

“There was a resident in distress who was violent, angry and depressed. I was able to just engage with them, sit them down, and talk to them. It meant we didn’t have to contact the police and they were able to talk to a staff member. It was a key moment for me. They were able to open up, relax and find a way of coping that didn’t depend upon substance abuse.”

Andy’s breadth of experience and knowledge goes a long way to creating a safe environment for everyone at his St Mungo’s project. Through his engagement, collaboration, and leadership, he has helped create a space to facilitate residents’ recovery. His ethos of going above and beyond has helped him become the efficient, compassionate concierge he is.

Scroll to top
Open chat
Hello
How Can we help you?