My typical day as an Assertive Caseworker involves supporting customers with appointments, whether that’s community groups, CDAS, or healthcare professionals. I have regular 1:1 meetings with customers to work on their Hope Plan, break down goals, and create action plans. For example, I’m working with a customer eager to progress into employment but feeling anxious, so we’re exploring internal volunteering roles as a first step.

At the end of each day, I update case notes, plan for tomorrow, and get ready to hit the ground running.

How do you interact with customers?

My role is to help customers plan their journey, access support, encourage healthy choices and learn life skills. I’m there to reassure them throughout their journey and celebrate their wins along the way. Much of my work involves breaking down barriers, building trust, and empowering customers to recognise their potential. Our focus is on Hope Plans—customer-led documents that help set goals and break them down into manageable steps, supporting their aspirations.

What role does partnership working play in your work?

Collaboration is crucial in any Brighter Futures role. As an ACT Worker, I focus on building networks and forming connections with various services across the city, including healthcare professionals, drug and alcohol services, mental health services, community groups, housing providers, and more. This ensures that my customers receive the comprehensive support they need.

Many of our customers face complex challenges, which requires us to access holistic support to address a range of issues. Additionally, we work closely with colleagues across Brighter Futures services, as many of our customers interact with different teams. For example, they may engage with concierge staff, management, or attend services like Hanley Connect and Orchid Women’s.

Why do you enjoy your job?

I love my job because no day is the same. I love watching my customers reach their fullest potential and seeing them actually gain a quality of life.