This is the day in the life of Michelle, Finance Manager at Dove House.

Hello, my name is Michelle Webster. I first started on 14 June 1999 as a Finance Officer. I then went on to become a Senior Finance Officer and then the Finance Manager for Dove House.

What was the first thing that struck you about Dove House when you came for the first time? Is that the same now or has it changed over the years?

I remember being interviewed and was asked what I knew about the hospice and like many people at the time I had the misconception that the hospice was only about end of life care. Obviously, I soon realized that Dove House offered so much more than that and continues to do so year on year.

One of the first things that struck me was how friendly everyone was. There was very much a ‘family feel’ about the place, I would still say that is the same today, the family has just got a lot bigger!!

What do you feel makes Dove House special?

Being able to offer the services we do and helping as many families as we do, as much of our ethos states, it’s not only the patient we care for it’s the families too.
I feel the Finance Team is a small cog in a big wheel and without all the cogs turning in the right direction the hospice just wouldn’t work as well as it does.

What do you look forward to each day?

Working with the people I do - being part of a fantastic team.  I’ve always felt privileged to work with some amazing people over the years and the support we provide to other internal departments.  We are very lucky to be able to work very closely with a lot of departments from our Fundraising and Retail teams providing support with any issues they have to our Nurseries whom we support with various financial information.

What are the amazing moments that stand out for you in your day that make a difference?

There have been quite a few in the years that I’ve been here but I think, helping a donor who has had a difficult time – although I don’t class Finance as being on the ‘front line’ we sometimes have to deal with very delicate circumstances when speaking with bereaved relatives, it’s always nice to be told you’ve helped them in one way or another. Another that stands out for me is arranging for delivery of a specialized mattress on Christmas Eve for a patient with specific needs. Christmas – singing carols on the unit, is always a very poignant time and something that patients and their families clearly enjoy. Helping a staff member with a complicated Pension issue
 
What does a typical day look like for you?

Due to the kind of work we do, most of our processes are the same month on month. Handling all aspects of donations, from collection boxes to Legacies, all cash is handled within the Finance department, before sending over to our Fundraising department to send out the various letters.
 
From paying out for our various suppliers from milk to medical supplies, all invoices are processed, and BACS payments are run. Processing our monthly payroll with over 300 staff, we then have all our external bodies such as HMRC and pensions to deal with. Providing monthly and ad-hoc management reports to the Senior Leadership Team and Executive Leadership Team.
 
What are three big achievements you have accomplished while working at Dove House?
Being proud of where I work – the hospice has such a reputation, that I’m extremely proud to say I live by our values each and every day.

From a personal perspective, I’ve had both of my children whilst working at the hospice and who are now adults, I feel they’ve grown up with the hospice as much in their lives as it has been mine.

What are your hopes for your future at Dove House?

To continue to provide the services they do, well into the future.