Meet The Expert: Nicki Dunlop

The very best social care professionals know their work is about building relationships with clients and helping them move forward independently. The role requires a strong character: one that embodies empathy, resilience and, very often, a great deal of humour.

This is certainly true of Nicki Dunlop. A 32-year-old married mum, originally from Australia, her current role is as a housing support worker. This means she primarily works with people who identify as homeless or are at risk of homelessness.

“People are usually referred to the service if they have mental health issues, addictions or learning difficulties. There are young people who come to us, too, and many are struggling during their first time with their tenancy.”

It’s Nicki’s mission to offer support and extra help to these vulnerable people.

“It’s vital they maintain and sustain their tenancy, but I can also offer assistance with securing and keeping a regular income – either through paid employment, if they’re capable, or via the appropriate benefits.

“They might also need general support in gaining life skills or being guided to other agencies that can offer more specialist help.”

It’s challenging work but Nicki points out the rewards are worth it.

“The best bit about my social care role is that it’s so varied. I have a lot of flexibly in my working day and so I get to meet and help many different types of people.

“I like to help them problem solve and become more independent – and it can be really rewarding when I see the positive impact this has on someone’s life.

“I meet a lot of people who are so appreciative of the help I can give.”

Not only does Nicki meet a wide variety of people from a range of backgrounds, but no two days ever feel the same.

“Actually, in the course of one day I could be doing a whole combination of different things, such as assisting with a new tenant’s sign-up process for their property and supporting someone who needs to attend an appointment – this could be at their doctor’s surgery, the job centre or a social work meeting.

“I might also be helping with a college application, hosting a meeting to create a manageable repayment plan for debt, liaising with landlords, waiting in A&E for a client and visiting hospital patients.

“I go shopping with new tenants, too, to ensure they have everything needed to start a home, including white goods, linen and furniture.

“Then there’s a drop-in service for those who feel they need some urgent help and this can throw up any kind of scenario imaginable. Clients come to my office to meet me, too, and last but not least I carry out home visits for supported people.”

And, as you might expect, there’s also lots of paper work.

“Oh, yes lots and lots of paperwork,” laughs Nicki. “It includes support plans, reviews, case notes and form filling for housing benefit, council tax, food bank referrals, referrals for other agencies, European settlement schemes . . . the list is endless.”

For Nicki there are also unexpected challenges when clients, who may be engaging with her regularly, suddenly have a crisis.

“I try to overcome these by not taking anything personally. I help with a crisis by actively listening and trying to solve the problem as quickly as possible, if I can, or signposting it to another agency, if I can’t.”

Nicki has already completed many training courses – including several related to mental health, different types of first aid, housing solutions, universal credit training, alcohol brief intervention training and suicide prevention – but she does feel soft skills are just as important for work on the frontline of social care.

“Among the personal skills I believe you need to bring to this role are patience, for sure, as well as the ability never to judge. You need to have a natural aptitude to be caring, listening, quick thinking and problem solving.”

For anyone who’d like to take up a similar position, Nicki has words of wisdom learned from her own experiences.

She says: “First and foremost, always research your chosen role and then ask yourself if you think you could really do it. You need to be in this for the long haul – you build trust with vulnerable people and so it’s not fair to walk in and out of their lives in a short time.

“When you’re starting out in social care it’s also important to have a thick skin and never take things to heart. You may encounter people who are venting anger – but remember: it’s not directed at you, it’s all about their situation.”

If meeting Nicki has inspired you to find out more about a career in caring, search for the latest Social Services & Housing vacancies now.

Posted on December 4, 2019