Lauren

Starting as a trainee with no clear plan, Lauren’s journey shows how encouragement, experience and curiosity can lead all the way to becoming a Service Manager.

What drew you to work at Single Homeless Project?

The trainee programme was what really drew me in. I’d just graduated from university and honestly didn’t know what I wanted to do.

I’d applied for support worker roles at other charities and kept being told I didn’t have enough direct experience, even though I’d done voluntary work. When I found Single Homeless Project’s trainee programme, it felt like the opportunity I’d been looking for – a way to gain real experience and learn on the job, rather than being expected to already have it.

Can you walk me through your career path so far?

After the traineeship, I moved into a Support Worker role. After that, I became a Complex Needs Specialist, which I did for about a year.

When a new service opened in Redbridge, I moved across as a Specialist Multiple Disadvantage Worker. From there, I acted up as Deputy Manager, then moved into a permanent Team Manager role – and not long after that, into Service Manager.

I’ve been managing services for around three to four years now, and been here in total for six years. It all happened fairly quickly, but it felt like the right pace for me.

What was it like to progress your career at Single Homeless Project?

Progression felt natural, even though it happened fast. Single Homeless Project is good at recognising when someone is ready for the next step – sometimes even before they realise it themselves.

That was definitely true for me. I wasn’t someone who came in with a clear plan to become a manager, but I was supported to grow into it.

How did Single Homeless Project support your internal move?

A lot of the support came from the people around me. One of my colleagues really encouraged me to apply for my first specialist role. I was comfortable where I was and wasn’t actively looking to move on.

If they hadn’t pushed me, I honestly don’t think I would’ve gone for it – and none of the roles that followed would have happened either. That encouragement made a huge difference.

What skills or experiences did you gain in your previous role that helped you succeed in your current one?

Starting out as a support worker in accommodation gave me a really strong foundation. I learned the realities of running a service from the ground up – everything from day-to-day support to difficult conversations and decisions.

I also learned a lot from the people I worked alongside. One of the senior specialists I worked with had a substance misuse background, and I gained so much insight from him. Those early experiences shaped how I work and manage now.

What’s one thing you’ve learned about yourself through your career journey here?

That I can be a manager.

When I was a trainee, the idea of being a manager honestly sounded awful. I used to say to my manager, “I don’t know how you do your job.” Even now, I don’t always know how I do mine – but I’ve learned that I’m capable, and that people trust me to do it.

What do you enjoy most about working here?

The people. Staff are generally a genuinely decent bunch.

In my patch, the managers I work with are respectful and supportive. There’s a strong sense of trust, and people get on well. During tough days, reaching out helps you feel like you’re not in it alone. If any issues or challenges come up, you have support from colleagues and peers.

What advice would you give to someone thinking about joining us?

I like working for Single Homeless Project. There’s a good understanding of diversity and I don’t see or hear concerning things on a regular basis. It’s a supportive place to grow.

What have you learned along the way – about yourself, your work or homelessness in London?

I’ve learned how important it is to stay adaptable. Services, roles and client needs change constantly, and you learn to pick things up quickly. I’ve also learned a lot more about the different kinds of barriers people face in London, and how complex the work really is. It’s never just one issue – everything is connected.

What have been some key turning points or milestones in your journey?

My biggest turning point was moving into the Specialist Multiple Disadvantage Worker role. That one step triggered everything that came after, Deputy, Team Manager, and then Service Manager. Without that move, my whole career would’ve looked completely different.