Working at Christmas - Sarah Norquoy's Story - Homelessness Support Service

While many of us are enjoying a few days off during the festive season, spare a thought for those who will be on duty during the 12 days of Christmas, helping make this time special for others on their own, taking care of the vulnerable and ensuring our roads are safe to travel on, to name but a few. From all aspects of caring, whether that be residential, home or social care to the pier masters, tugs crews and ferry workers to the on-call highway officers, roads operatives and garage mechanics, they all play a vital role in making sure the Council’s services continue over the festive period.

Here is Sarah Norquoy’s story.

Finding yourself without a roof over your head at Christmas is unthinkable for most of us – but it can happen for a variety of reasons.  Thankfully if it does, there’s help  - and a sympathetic ear - at the end of a phone from Orkney Islands Council’s Sarah Norquoy.

Sarah works with the Council’s Housing Service as a Housing Support Officer, providing support and advice to people on managing their tenancies including paying rent, dealing with debt, and, for some, life skills like budgeting and shopping.  Outside of office hours she’s a Homelessness Support Officer – meaning that if someone were to find themselves homeless while the Council offices are closed, she’s there to help – including over the Christmas break.

“I’m basically there to talk people through what their options are”, said Sarah. “Often in these situations people are panicking and just need calming reassurance, a listening ear and a clear way forward. It might be that I help them to identify a family or a friend they can stay with in the meantime.  If that’s not possible, then I’ll help find accommodation for them as a temporary measure until the Council offices are open again and they can make a homelessness application.”

Sarah explained that the additional pressures of the festive season can often lead to folk seeking out her help.

“Relationship breakdowns are one of the most common reasons for someone finding themselves homeless. Christmas is a stressful time, people are spending a lot more time together, money might be tight and if you add alcohol to that mix then situations can very quickly get out of hand – and so, sadly, sometimes our services are needed during Christmas, perhaps even in the middle of the night.

“Every situation is different – I enjoy the problem solving element of the job, thinking on my feet and keeping folk calm and supporting them.  Sometimes they just need a shoulder to cry on and they are enormously grateful when we help them

“My Mum was a nurse – and she always said she would never make someone do a shift that she wasn’t willing to do herself. If I have to leave the table during Christmas then my family will completely understand that – it’s just a dinner at the end of the day. My husband is used to me being called out – once I got called out at 11.00pm, wasn’t home until after 2.00am and he was none the wiser – he slept through the whole thing!

“When I’m on call during Christmas, my break is just like everyone elses, right up until the phone rings.  If that phone rings though, I know that whoever is on the end of that call, is already having a worse day than me – and so I’m there and ready to help.”