Everybody thinks they have the hardest job in the world. When I worked in McDonalds as a teenager I felt that way. In my current day job I still feel that way. The reality is we internalise our issues that may seem trivial to those who do not spend a day in our shoes and in the moment they can seem like life-or-death insurmountable issues. This is the case for doctors, nurses, paramedics etc. However, most of the issues people at face are only big problems to us – not the outside world.

Recently, I spent a day with my colleagues in the FPH office in Hatfield. As the blog writer, I do not have a lot of direct involvement with local councils, evictions and other matters that face the organisation a daily basis.

While I stay updated on the business, clientele and development, my main function within the business is to articulate issues facing FPH and other charities across the sector in blog form. I stay informed on public announcements, government funding and examples of good and bad governance on the issues of homelessness, mental health, male suicide and substance abuse.

It was suggested by the Chief Exec that I spend a day with the workers to get a good idea of the typical day and the issues that arise in the office.

Truth be told, I was not surprised by the issues that the company faced on a daily basis. I have been informed of many evictions, examples of contraband, breaking of trust and disappearances. The reality of working in a sector like this means there will always be a propensity for chaos and setbacks.

There was laughter in the office. Preliminary plans for Christmas brought optimism. There is an upbeat nature among the staff. Regular tea trips, conversing with clients and very much expected technological struggles on the CRM personalised the experience for me.

 In amongst the laughter and digestives there were also times of thought-provoking dejection.

The charity aims to provide shelter for those at risk of homelessness and victims of substance abuse and domestic violence. It is noble work that can be extremely gratifying when the results are good. Naively, I have rarely given thought to the failures.

 While the unsuccessful attempts at rehabilitation can sparsely be blamed on the people providing opportunity and shelter, the people who work at FPH go above and beyond to ensure that clients have every opportunity to better themselves in safe housing.

In a broader sense, failure in this line of work can only be attributed to people who do not care – not something you will see in the FPH office. Despite this, not every attempt at help goes as planned.

Breaching terms of agreement is not something that can be tolerated. Chances can be given but the company cannot simply enable tenants to take the shelter from someone in need while they do not fulfil the terms of the agreement. Nobody in the business wants to evict and second chances are given, however there are inevitably scenarios where the organisation is left with no choice. Without boundaries, improvement is very difficult to achieve. Having to decide which of the numerous applicants can receive shelter is another quandary with huge consequence. Dropping every plan in place to escort clients to pick up prescriptions, attend hearings and potential employment opportunities requires flexibility and optimism; it also leads to a propensity for disappointment despite the best efforts. With all the work, and perhaps more importantly trust, that goes into helping these people improve their lives, the let downs hit hard.

Day plans are only as good as the phone calls received on the day. The reality is, the staff and volunteers do all they can to support the clients. Personal plans have to rescheduled, people have to be let down, workers have to accept the very nature of the work will lead them to immense disappointment.

My main takeaway from the conversations and reactions is the immense resilience among the staff. I write these blogs on a freelance basis and in my day job, my bosses are harping on about the importance of resilience to being successful – I’m a recruitment consultant, I’m not turning lives around

Resilience is found among the workers who cancel their plans and spend their hard-earned money to provide every chance to someone looking to better themselves. Resilience is found in knowing there is nothing more you can do and still being disappointed, getting up the next day and knowing it will happen again.

I like to think I know a lot about the issues of homelessness, rough sleeping, substance abuse and mental health. I read the outlets, I keep up to date with the work of other charities and I pay close attention to the actions of local and national government.

I learnt more in one day in the office with the staff than years of reading and watching the news could provide.

The people who work in this space fundamentally care about the well-being of other people. That’s why it brings emotion. The staff accept the disappointment because there are successful efforts to house and provide second chances. It was a privilege to see this in person.