Before joining our Civil Service course, Rachel had been working in a variety of positions. Attracted by the prospect of taking a customer service course, Rachel was keen to widen her knowledge and skills. After completing a Civil Service course, Rachel decided to enrol on our L3 Coaching and Mentoring course as it could be a starting point to get into working as a counsellor. We wish Rachel all the best with her goals!

What were you doing before you started the programme?
My main previous employment has been working with vulnerable children and young people, in a variety of settings including schools, secure units and children’s homes, which I did for about twenty years. I have always enjoyed helping people.
Unfortunately, I had to give up this work to care for my Mum for a few years. I was then unemployed for about a year, during which I completed some basic computer courses and built my confidence back up. I couldn’t find work but was taken on as a dinner lady in a primary school. I then moved on to become an adult support worker which was challenging but I enjoyed the role. The company I was working for went out of business, and I then joined National Express as a mini-bus driver but unfortunately, didn’t enjoy it. I was unemployed before I enrolled with Release Potential onto the Civil Service course.

How did you find out about the training?
I found out about the course at Birmingham Central Library jobs fair. A DWP staff member gave me a course information leaflet at the event, I rang Release Potential to get some more information and that was that!

Why did you decide to join?
I was attracted by the prospect of taking a customer service course. I previously worked as a Till Operator for Tesco and delivered customer service in a retail scenario. However, I think customer service helps with everything and I was keen to widen my knowledge.

What did you think of the training? How did it help you?
The training was brilliant. I’ve recommended it to other people I know who are unemployed. It was delivered well and at a steady pace. It opened my mind to customer service on a deeper level. I think it played a part in helping me get the role I have now.
I’ve always wanted to work in counselling and thought the L3 Coaching and Mentoring could be a starting point for me to move on, so I enrolled on to this course not long after achieving my Civil Service. I like encouraging and helping people. I felt I got most benefit from this course. James the course tutor was fantastic.

Were there any barriers or obstacles you had to overcome?
I’m dyslexic and can have difficulty understanding and retaining information. My main obstacle was using the computer though, I’m scared of them! I stuck at it and once I got into it, I was fine. I had no issues when it came to doing the Coaching and Mentoring course though as I was used to it by then! The routine was good.

What are you doing now?
I’ve been employed as an Independent Living Officer with Midland Heart Housing Association at the Foyer, working with 18-25 year old customers who have experienced homelessness or one of a number of issues, to help them get on the housing ladder, find work, and move on.

What impact has the training had on your life?
It helped to build my confidence again. It was good to meet people, learn new things, acquire more knowledge and overcome barriers.

What are your plans for the future?
I’m looking forward to helping people in my new role. I would like to be involved in counselling eventually and may take a course to help me do so.

What would you say to someone who was thinking about doing the training but wasn’t sure?
Do it! You’d be a fool not to. The training builds your knowledge and can help you find a job. It’s not easy applying for Civil Service roles and the advice, guidance and support provided all helped. The support continues after the courses have ended which was really appreciated. It was good to know staff would regularly check in with me to see how I was doing and offer further support. It encouraged me to keep on searching and applying until something came up.