A peer support worker is using her life experiences to connect with homeless people who may struggle to engage with services to access healthcare and support.
Shelley is a member of the Rough Sleepers Mental Health Team (RSMHT) in Southend, a service run by Essex Partnership University NHS Foundation Trust.
She works alongside colleagues including a psychiatrist, psychologists, occupational therapist, and a senior mental health nurse to help people who are rough sleeping, homeless, sofa surfing, or at risk of homelessness.
The Trust has been growing peer support roles across inpatient, community and specialist services as part of its commitment to involving people who understand what it’s like for the people who use its services.
This is helping staff to better respond to the needs of the people they provide care for so they can provide personalised, inclusive care that improves mental health for everyone
Shelley’s life experiences enable her to build a rapport with people who often struggle to access help because previous negative experiences or stigma has affected their trust.
She said: “A key part of my role is meeting people where they are, both emotionally and physically, whether that’s out in the community, in temporary accommodation, or within services where they feel most comfortable and safe.
“Building trust is at the heart of everything I do. Many of the people I support have had difficult or negative experiences with services, so I prioritise consistency, patience, and genuine human connection.
“Often, it’s the small things – taking time to listen, remembering what matters to someone, and showing up – that help people feel seen, heard, and valued.”
Shelley supports people to advocate for themselves and also speaks up on their behalf to ensure their needs and experiences are clearly understood by the services supporting them.
Her work varies from person to person, and can include helping them access GP care, housing support, or offering reassurance during difficult moments.
The impact can be life changing.
In one case, a service user raised concerns that their new housing arrangements didn’t meet their needs. Shelley spoke to her colleagues, who worked with Adult Social Care to move the individual into more appropriate supported housing.
She has also helped to build a rapport with someone who was struggling with alcohol dependency. This led to them being referred for specialist treatment, where they successfully completed a detox programme and entered rehabilitation.
Shelley said many of the people she supports are guarded because they have been let down in the past or have felt judged.
She said: “It is important to recognise the distinction between lifestyle choices and the circumstances people find themselves in.
“Many situations are not choices and are the result of limited control, instability, or survival.
“No-one should feel misunderstood or alone when life gets tough. It’s about offering a helping hand, lifting people back up and supporting them as they move forward toward a better tomorrow.”
The RSMHT supports around 30 people at any one time, but helps many more with advice and through its work with the public sector, services, organisations and charities in Southend.
Unity Hewson, Integrated Practice Lead in Co-Occuring Mental Health and Drugs, said: “Shelley brings a unique and essential perspective that complements our team’s clinical expertise.
“She ensures we remain focused on what is realistic and manageable for the people we support, reducing the risk of overwhelming them.
“Importantly, she can often engage individuals who do not always respond to clinicians in more traditional professional roles, whether due to previous negative experiences of services, fear, or feelings of shame.
“Her lived experience fosters trust, relatability, and hope, which can significantly enhance their engagement and outcomes.”
About EPUT:
- EPUT has a vision to be the leading health and wellbeing service in the provision of mental health and community care: Who we are – Essex Partnership University NHS Foundation Trust
- EPUT provides services to more than 100,000 patients at any one time and our staff are focused on providing high quality care in often complex situations.
- The organisation has invested in inpatient facilities and community services to make them safer and more therapeutic. We have extensively invested in technology to keep patients safer, enhanced training, and are continuously working with our staff, patients, their families and carers to use learning and best practice to enhance our quality of care.
- While there is more to do, the Trust has made significant progress through innovation:
- Our 111 mental health crisis phone line ensures people in need can access support 24 hours a day, 365 days a year
- People with lived experience have been employed in designated roles across the Trust, ensuring patient voice is heart of the organisation and all that we do.
- A number of new initiatives have been launched, helping people access the support they need when they need it most. These include a mental health urgent care department, By Your Side maternal mental health service, Rough Sleeper team, mental health crisis ambulance cars, virtual wards and neuromodulation service.
- EPUT was formed on 1 April 2017 and provides community health, mental health and learning disability services across Essex, Luton and Bedfordshire and Suffolk. We employ more than 7,200 staff working across more than 200 sites.
- To read more about our priorities and commitments to deliver the highest quality and safest care possible, visit https://eput.nhs.uk/about-us/2023-2028-strategic-plan/