When potential meets opportunity: Charlotte’s Gilgal story

Charlotte is one of Gilgal’s dedicated Support Workers, providing emotional support to our residents as they begin to heal from abuse and rebuild their lives.

Since stepping into the role in January 2024, she has brought warmth, empathy, and professionalism to everything she does, and confidently passed her probation the following June. But her connection to Gilgal started well before that. 

After four years studying a degree in Social Work – a course which took her on travels across Spain, the Netherlands, and South America – Charlotte arrived in the UK full of hope and eager to make a difference. She dreamed of supporting vulnerable children and adults, but soon faced an unexpected hurdle: to become a Social Worker in the UK, practical placement experience is essential, and Charlotte’s degree hadn’t included it. 

Despite her excellent qualifications and academic track record, she struggled to find work in her field. Still determined to contribute and grow, Charlotte joined an agency and soon interviewed for a cleaning job at Gilgal, helping maintain communal spaces like kitchens and bathrooms. She approached the role with the same care, attention, and dedication she had shown in her studies, and her warmth and positivity quickly made her a familiar and appreciated presence around the refuge. Always proud of a hard day’s work, Charlotte found meaning in the role, but she knew she had more to give. 

Ready to take the next step, she enrolled in a Level 3 Health and Social Care course. Balancing studies with cleaning shifts at Gilgal, Charlotte remembers the kindness and support of her manager at Gilgal; “She encouraged me every step of the way, and she made sure my hours were flexible so I could keep going.” 

Then came a turning point. 

“Everything changed when there was an away day,” Charlotte recalls. “It was all about  everyone getting to know each other; all the staff were there, and the Board were there too.” The day, organised by the CEO, brought together Gilgal staff and leadership to foster connection. When Charlotte spoke about her studies in Spain and her passion for social care, and her work towards her Health and Social Care qualification, her dedication and enthusiasm were evident. Her motivation and desire to make a difference caught the attention of Gilgal’s CEO, who offered her the opportunity to train as a Support Worker. 

Looking back, Charlotte remembers how discouraging it was to have worked so hard in her studies only to be told she lacked the “right” experience. But Gilgal’s belief in her changed everything. 

“When someone thinks of a cleaner, you don’t normally think they have the kind of skill or the qualifications necessary for this kind of role,” Charlotte says. “But there are a lot of students that are doing their studies and working as cleaners at the same time. I’m so lucky that Gilgal saw my potential and helped me get where I am today.” 

Charlotte is deeply proud of her Social Work degree; it gave her both the knowledge and mindset that have helped her flourish. “I love this role, I love it here. Support Workers and Social Workers are quite similar, but I feel in my current role, I can offer more day-to-day support, which is just as – if not more – valuable to the residents than the responsibility of a Social Worker.” 

Her journey from Cleaner to Support Worker is a testament to her determination, and a powerful example to the women she now supports. Many are surprised to learn she began her time at Gilgal cleaning the very spaces they now share. Her unwavering positivity is an inspiration. “You have to work for success, but it is very possible,” she says. 

Alongside her day-to-day work, Charlotte has continued to grow professionally within the sector. She has completed a range of role-related training, including mandatory modules and a group session delivered by Women’s Aid on trauma-informed practice – an approach that now shapes the way she supports residents. Most recently, she achieved her IDVA qualification, marking a significant step in her development. Charlotte puts this new qualification to good use working alongside our sister organisation Bethel, supporting women within their network who are experiencing or fleeing from domestic abuse. These sessions strengthened her skills even further, and deepened her commitment in providing meaningful support to women during a critical time in their lives. 

Charlotte plans to stay at Gilgal for the foreseeable future. “When I came to Gilgal, I knew I wanted to stay. It wasn’t just a job, I love my work, the other staff are so nice, and I have the opportunity to do something I’m really passionate about.” 

To many of our residents, Charlotte is much more than a support worker; she is a lifeline, a source of strength, and a symbol of what’s possible. She brings compassion and hope to everything she does, and her story is a living reminder that dreams can be realised, even in the most unexpected ways.