One to watch – Vicky Gladden, quality and practice lead at BCHA

Tell us about how you first came to work in housing.

I started working in housing after leaving teaching, as I wanted to go into a job where I knew I could make a difference. I was inspired to apply to BCHA after seeing that their values aligned with my own. I was initially recruited as a support worker, helping those who’ve experienced homelessness and the trauma that goes with this. I then applied for a senior practitioner role.

I’ve been interested in trauma-informed care and its importance in supporting our customers for a long time, so when the opportunity came up to apply for my current role, I jumped at it.

What has been your proudest work moment or biggest achievement?

I’m extremely proud of all the work I undertook as a frontline member of staff. Seeing customers achieve their goals and successfully move into independent accommodation was incredibly rewarding. Supporting customers who’ve felt hopeless, with a firm belief they will never succeed, move into independent accommodation and return to work is a privilege.

On a personal level, I am proud of my career journey within housing. I never would have dreamed I could be in such an incredible and empowering role, considering I knew very little when I started almost three years ago. Knowing I am making a difference to people’s lives is unbelievably rewarding.

And what has been your hardest moment?

When working directly with people, you experience the highs and lows right there with them. Positive and respectful relationships are central to the support we offer, so I don’t think any amount of experience prepares you for losing a customer and the impact that has on you, other customers and your team. In those moments, I have been most proud of and humbled by my team for the empathy, resilience and reflection they demonstrate.

Who has been the most important person who has helped your career so far, and why?

I am lucky enough to have been supported by excellent line managers and incredible colleagues during my time at BCHA.

My previous manager, Lloyd Coates, will always stand out for believing in me; he saw my passion and potential and empowered me to apply for me my current role. I am grateful for his support and knowledge.

If you could change one thing about the sector, what would it be?

I’d like to see wider recognition of the importance of psychologically informed environments and trauma-informed care in supporting people.

I wish I could break the stigma around the terms ‘social’ and ‘supported’ housing, as well as the stigma around homelessness, and educate people about the good work that is being done.

I’d also love to see a more positive representation of people experiencing homelessness in communities and the media.