Olivia's Case Study: Reflective Account on Multi-Agency Working

This case study analyzes the key issues surrounding a 15-year-old girl named Olivia, who experienced neglect, exploitation, and abuse. The solution involves a multi-agency team including a family support worker (the author), police officer, teacher, social worker, and doctor. The author's role as a family support worker involved identifying Olivia's problems, providing emotional support, and advising her on avoiding exploitation, referencing the Family Support Act 1988. The case study also reflects on the roles of other professionals in the team, the selection of appropriate multi-agency meeting types, and the importance of service user contributions in decision-making. Social care models like Psychosocial Development Theory and the Social Care Model are applied, with communication and interviews used as social care tools. The reflective account utilizes Gibbs' Reflective Cycle to analyze the experience, focusing on description, feelings, evaluation, analysis, and action plan, to improve future practice and understanding of multi-agency teamwork.

CASE STUDY AND REFLECTIVE
ACCOUNT

INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
PART- 1...........................................................................................................................................3
PART-2 ...........................................................................................................................................7
REFLECTIVE ACCOUNT.............................................................................................................7
What I have learned about myself through making use of Gibbs reflective cycle .....................7
Knowledge you have gained including legislation, policy and practice guidance applicable to
Multi-Agency Working................................................................................................................8
Reflect on and evaluate your role within the meeting.................................................................8
Reflect on experience of working as part of a multi-agency team..............................................9
Challenges and barriers to working in a group............................................................................9
Areas for improvement ...............................................................................................................9
CONCLUSION ............................................................................................................................10
REFERNCES ................................................................................................................................11
Appendix .......................................................................................................................................11
ACTION PLAN........................................................................................................................11
...................................................................................................................................................11

INTRODUCTION
Research portfolio refers to thoughtful, organised, innovative and selective collection of
documents which is made through research. With the help of research, relevant details can be
collected and it helps in achieving goals and objectives. The report examines, multi-agency
working, barriers while working in a team and Gibbs reflective model.
MAIN BODY
PART- 1
The Key issues in the case study that were solved by me and multi- agency team are as
follows. Olivia is 15 years old and having its personal life chaotic, much addicted to the alcohol.
She has been neglect even at home, and at the same time a boy named Terry Jones has also
cheated her by saying that it is 19 years. But when actually she has met with the Terry Jones it
gets to know that it much older that is having age of 37 year old. Along with this, One day terry
friend has come to the massage parlour and touched Olivia inappropriately then she has refused
to provided the service. So the, Olivia was terrified by Terry was extremely angry and
threatened to hit her thereby all these harassment, harm and abuse caused to Olivia are key issue.
It is important to provide proper care and protection to Olivia so that she can feel
comfortable and get relaxed (Tiquet, 2019). Multi team agency plays a crucial role in this case
study as team includes, teacher, family support worker, social worker, police officer and doctor.
In the given case study, multi agency members that are involved for providing care to the Olivia
are, family support, police officer, teacher, social worker and doctor. It is important to provide
proper care and facilities to require by Olivia such as Olivia. Likewise, the family were told to
take see over the Olivia through understanding its problem and providing necessary support by
me. While, my team member has performed role of the police officer that has register the
complain made by Olivia and take strick action against the Terry for its bad practices. On the
other hand, other members such as Doctor and social worker has provided necessary support to
the Olivia so that it can easily recover from the health issue such as medicine and appropriate
treatment.

My professional role in the case study was of FAMILY SUPPORT WORKER in
which I played role of identifying all the key problem faced by Olivia. Provide emotional and
practice helps, advice to her related to the way it can easily overcome the key issue face at home
by being neglect by parent and harassed, cheated by the boy. Likewise, as a FAMILY
SUPPORT WORKER , I have suggested the Olivia about what are the alternative method that
could be used by her to avoid exploitation. So, in short, they provide resources that are needed by
vulnerable in difficult situation to stay protected from being harmed. It finds out what all
emotional and physical harm has been caused, the way it has impacted on the individuals health
and well being. As family workers, I have provide advice related to the way live with family,
trust people and avoid being neglect or abuse by any one in the society. I have performed role of
family support worker in which I needs to take reasonable steps to improve the quality of care,
support being provided by its family and outcome for the Olivia. FAMILY SUPPORT ACT
1988. According to this act support is provided to family members and some benefits are given.
This act is beneficial as it helps families because they are getting benefits and support is provided
to them. Thus, this act emphasis to not only provide material support to the child rather than
parent should provide emotional, physical and social support to the child. So, per the act, I have
tried to provide family support to Olivia thereby it can be easily improved its health. In case of
Olivia this legislation has also been applied in which all corrective action and preventive safety
measure needs to be taken by me while delivering services to Olivia for better outcome and its
good health such as guideline her in what action needs to actually taken.
Each professional role in the multi-agency team can be explained. Multi agency team
refers to a seamless response to individuals which includes complex and multiple needs. In this
team different people are involved and providing care or treatment to person who is not well. In
the case study of Olivia, different people are involved having different roles and responsibilities
so that goals and objectives can be accomplished. It is essential to divide work among members
because it helps in completing work on time and better services can be provided to Olivia.
Such as Teacher- role of teacher in Olivia case is teacher can discuss problems faced by
her and try to find solution. Teacher enhances effective learning and support individual learning
so that better services can be provided. Teacher is monitoring and reviewing student outcomes
regularly. Doctor- role of doctor is to provide proper treatment to Olivia and take care of them so

that they can recover soon and feel comfortable. In the case of Olivia, doctor do regular checkup
of her and give some medicines so that she can sleep properly and feel comfortable. Health and
Social Care Act 2012 is relevant laws that need to be follow by doctor while treating the Olivia
for its health and well-being.
Family support worker- role of family support worker is to provide emotional support to
family member. In the case of Olivia, family support worker was helping parents of Olivia and
providing them support so that they can take care of her daughter and find what she is feeling. It
is important to apply laws and legislation as it helps in achieving goals and objectives. With the
help of laws better plans can be made and proper care can be provided to person. Act which can
be applied on family support worker is Family Support Act 1988. AS A FAMILY WORKER, I
have increases strength and resilience of families, improve community capacity to serve families
and good treatment can be given. This act is made for safety and security of family members and
emotional support is provided by family support worker (Pearson and Chandler, 2019).
Social worker- social worker is responsible for helping Olivias and their family members to
face problems and find solution so that they can live their life safely. Social Work Act 2017 is act
with a main intention to improve the support that is provided to person that has face some issue
likewise, being abused and neglected by others. . Police officer- police officer is responsible for
handling all issues and doing investigation. They are responsible for collecting relevant details
and better plans can be made. It is essential to gather correct details so that actions can be taken
accordingly and proper services can be given to Olivia. Police Act 1996 is act of parliament of
United Kingdom that defined the current policy areas in England and constituted policies
authorities to particular area. So, the specific policy will investigate the situation and come to
specific solution.
Multi – agency meeting was selected that was appropriate to the case. Agenda for initial
meeting and standard letters are two types of Multi agency meeting that has been selected by me
and our group member in order to support Olivia from the exploitation of Terry. Likewise, the
agenda of the meeting has been clearly communicated to the multi-agency so that they can be
informed and take right decision, performed their respective roles and responsibilities in
effective way. While standard letter of invitations are being also send to multi agency in order to
inform them about the relevant case and that right decision can be taken for resolving the key

issue. Both of these multi agency meeting were appropriate for the case because it helps in
easily and in limited time informing to the all the team member about the case and manner in
which it can be resolved.
Service users significantly contribute in the decision making process. Services user working
focused on perceived benefits and make plans after analyzing situation so that good services can
be provided and it helps in achieving targets. Likewise, The Olivia has provided appropriate
detailed related to key issue that it has suffered since its childhood and the way trusting of
unknown person has results in adverse impact. She has clearly specified about what has
happened, the way it has been exploited that has helped me as a family support worker to
understand the issue face by her and the way it can be overcome for better outcome.
Various models of social care can be applied to the case is Psychosocial development theory
and social care model. Such as Psychosocial development theory, has been introduced by
German psychoanalyst Erik Erikson that belief that personality is developed through
series of stages. As their age increase they goes through different stages such as at
adolescence age, individual easily trust any individual that cause harm to them in future
scenario. For example: Olivia has trust on Terry that it is 19 years but afterward get to
know that she has been cheated and being exploited that negatively impacted on its health
and well- being.
Social care model refers to model which addresses social, emotional and spiritual needs.
This seek to empower people and provide good atmosphere so that they can feel comfortable and
relaxed (Trotman and Tucker, 2018). Social model is important because it helps in reducing
stress, enhances access of services, improves quality of care and lowers overall health care cost.
This model helps in providing proper care and good environment which is beneficial for
improving health of person. In the given case study, Olivia needs support as she is alone and
terrified with the behavior of Terry. So, proper care should be provided to Olivia so that she can
feel relaxed and comfortable.

Communication and interview are social care tools that has been used for development of
care plan related to Olivia so that it can easily overcome from the health problem. Through
communication what all problem face by Olivia is being identified and interview has also
understood what are the circumstances that has results in key issue. Thereby finding alternative
method that could be used to design effective care plan.
PART-2
REFLECTIVE ACCOUNT
What I have learned about myself through making use of Gibbs reflective cycle
Gibbs reflective cycle refers to a structure which includes six stages i.e., description,
feelings, evaluation, analysis, action plan and conclusion. This model encourages people to think
systematically about the experiences they had during a specific situation or event.
Description: The given case study, Olivia ran away from home as her parents are addicted to
alcohol and home life was chaotic. She met Terry Jones online and Terry took Olivia to his home
where four other young girl is around her age was dressed in white uniforms. Olivia did not
worked at massage parlor because some friends of Terry visit the parlor and touched Olivia
inappropriately. Terry threatened her and she ran away to police station. I am working as a
family support worker and help Olivia to come out of the situation.
Feelings- My experience while supporting Olivia was good and I give my best to support Olivia.
I was providing emotional and behavioral support to family members and Olivia. Continuous
communication my done by me so that relevant details can be collected and correct action can be
taken.
Evaluation - In the case study, Olivia need support and proper care so that she can get well soon.
After providing support to Olivia, evaluation was done that in which area I need to make
improvements. I was not able to pay proper attention towards Olivia as she was not interacting
much with anyone. For making teams Belbin theory of team development was applied.
According to Belbin theory, strengths and weakness of every team member is identified and
make plans accordingly.

Analysis Analysis is done for future situations as problems which is faced this time will not be
repeated. As a family support worker, I identify all relevant points related to situation and
support Olivia so that she can feel comfortable and recover soon.
Action plan – After analyzing situation of Olivia, I make plans so that better services can be
provided to her. As a family support worker, I interact with parents of Olivia and tell them
situation which is faced by her. I improve my performance by taking necessary steps like,
communicating with Olivia and her parents to find solution of problem. For providing good
services to Olivia, Tuckman theory of group development was applied which includes five stages
i.e., forming, storming, norming, performing and adjourning. This helps me in making team and
solve problem of Olivia.
Conclusion. After completing work, strengths and weakness should be determined as better
plans can be made and it helps in providing good treatment to Olivia. My experience working as
a family support worker was good and team development theory was helpful in understanding
situation and better plans can be made. I was leading team and divide work among members
after analysing their strengths and weakness. All the activities were managed properly and
theories applied properly so that targets can be accomplished. This helps me in providing support
to Olivia and services which are provided is beneficial for Olivia.
Knowledge you have gained including legislation, policy and practice guidance applicable to
Multi-Agency Working
Through the above study, there are various information related to legislation, policies and
practices that has been gained pertaining to multi agency workers. Such as Police Act 1996,
Family Support Act 1988, Health and Social Care Act 2012 and Social Work Act 2017 are some
of the laws that has been learned through the above study that each workers needs to abided
while performing their respective roles and responsibilities towards providing appropriate
support to the Olivia. As a family support worker, I will guide and encourage family member to
provide appropriate care and support to the Olivia for its betterment.
Reflect on and evaluate your role within the meeting
Using Belbin team development theory, it can be evaluated what all roles and
responsibilities that I have performed in the meeting. Such as shaper, specialist roles, plants role,
co-ordinator, implementer, completer, resource investigator and monitor-evaluator and team

worker. I being as an family support worker has played specialist role to identify the key issue
face by Olivia and the manner in which it can be overcome. I also act as plant as find creative
and innovative ideas to work in multi-agency to offer support to the Olivia. Resources
investigator roles has been performed by me as I have evaluated and arrange resources that could
be useful in provide emotional support to Olivia that. At last monitor and evaluate actual
condition of the Olivia and provide guideline related to whom to complain about the situation
that can be offered to complete its care in effective manner. Suggested family member to do not
neglect and abuse the Olivia and devote time with understanding and listening to her feeling so
that it can feel happy and satisfied.
Reflect on experience of working as part of a multi-agency team
Tuckman theory can be used to understand the manner in which group can be formulated
such as forming, storming, norming, performing, and adjourning so that the desired task can be
completed in effective manner. forming stage: In initial stage people belong to different
professional come together and have meeting in order to take decision related to the case of
Olivia. In storming stage, we were introduced about the case, our respective roles and
responsibilities and have unclear about the relationship and the way we have to work with each
other. While in Norming stage, through effective communication we are able to share
information with each other that contributed in reducing confusion and conflict between us.
Then, all the multi-agency workers have work together in team by making optimum use of their
existing skills, knowledge and capabilities in effective manner. At last after appropriate care
provided to Olivia the team has been dismissed.
Challenges and barriers to working in a group
There are challenges and barriers which is faced while working in a team like, goal
confusion, communication gap, lack of trust among employees, team size, poor conflict
resolution skills, poor performance of team members, reduced engagement of employees. These
are some challenges which is faced by members when working in a team. All the people are from
different background and they are not knowing each other so, it was difficult for us in starting to
manage work. Every member was having their perspective and it creates confusion among
members. Working in a team is not easy and there are many problems which is faced when
working in groups.

Areas for improvement
When handling situation, I analyze that I have to develop team work skills because I am
not able to manage activities and due to this there was confusion among members. Our team was
not working properly. It is important to improve team work skills so that work can be completed
properly and goals can be accomplished. There was lack of trust among members and this should
be improved. There should be proper structure in which roles and responsibilities of every
member is clearly mentioned to avoid confusion or misunderstanding. It is essential to make
improvements so that better services can be provided and it helps in accomplishing targets.
CONCLUSION
From the above discussion it can be concluded that, research portfolio helps in
determining positive and negative impact of a situation or event. Multi agency team working,
barriers or challenges faced while working in teams or groups like, lack of trust, communication
gaps etc. has been discussed. Social care model which is applied to solve problem and good
services can be provided has been described. Further, role and responsibility of every member
involved in multi-agency team like, teacher, doctor, social worker, police officer and family
support worker has been discussed. Gibbs reflective model which includes stages such as,
description, feeling, evaluation, analysis, action plan and conclusion has been described. Belbin
theory and Tuckman theory of group development has been applied which helps in developing
teams and completing work on time.

REFERNCES
Books and Journals
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IN MAKING REFLECTIONS OF LITERARY ANALYSIS. Indonesian EFL
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Green, A. and Pycroft, A., 2019. Removing the ‘dual’and working with the presenting diagnosis:
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and Practice, p.223.
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school setting. Educational Research. 62(1). pp.46-62.
Pearson, M. and Chandler, C., 2019. Knowing antimicrobial resistance in practice: a multi-
country qualitative study with human and animal healthcare professionals. Global
health action. 12(sup1). p.1599560.
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Policy and Practice. Policy Press.
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tutorial program in plant development using Gibbs’ reflective cycle and e-portfolio to
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Thomson, L., and et.al., 2018. Multi-agency working. In Forensic Psychiatry and Psychology in
Europe (pp. 143-153). Springer, Cham.
Tiquet, M. E., 2019. Enforcement and rehabilitation: challenges to partnership working with
substance using offenders. Multi-Agency Working in Criminal Justice 2e: Theory,
Policy and Practice, p.255.
Trotman, D. and Tucker, S., 2018. Multi-agency Working and Pastoral Care in Behavioural
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Appendix
ACTION PLAN
Self assessment Concern Proposed action Timeline
Through self
assessment it has
been find out the
Olivia has been
Major concern its
emotional health.
To provide
appropriate
knowledge about the
way Olivia need to
It can be evaluated
that Olivia physical
and mental health
will be improved by

suffering from
emotional harm
because of being
neglect by other its
family and the person
who it trust.
be claim for
exploitation, being
abuse and neglected
12 December, 2021.