In our next day in the life series, we’re getting to know Support Co-ordinators, Kescia and Shane

They help customers in our older persons’ schemes stay safe, comfortable, and aware of who to reach out to. They act as the central point of contact between services, families, and colleagues.

We caught up with Kescia and Shane to find out more about what they do and how they’re helping customers make a home.

Where it all started

Kescia: “I’ve been with Leeds Federated for almost 2 years. I started in the Customer Experience team where I answered calls from customers. I saw this as a stepping stone into a more customer‑facing role where I could work with customers in a more direct way.”

Shane: “I’ve been with Leeds Federated for 4 years. I started in the Community Spaces team as a Senior Gardener. I chose to move into the Support Co-ordinator role because I also wanted to work with customers more closely. Supporting people to stay safe, confident, and independent is something I find genuinely rewarding. My background is working with older people and people living with dementia; I did this for around 7 years.”

A busy day

A typical day as a Support Co-ordinator is a mix of visits, customer check-ins, admin work and meeting with colleagues and partner agencies such as Adult Social Care (ASC), health professionals, and community organisations.

Kescia: “I start my day by checking emails and Teams messages to see if there are any updates from colleagues, customers, and partner agencies. I do this every morning to help prioritise my workload. I then complete my welfare calls and home visits with customers.

“Another part of my day is spent attending and organising scheme activities such as coffee mornings. Recently, I set up bacon butty mornings with customers at Whincup Gardens. Last year I also organised a games activity day and pebble painting at the Ingle Court and Cragside Close schemes. I really enjoyed doing these as I know it can help people feel less isolated and make friends.”

Shane: “I support customers at Cleveleys Court, Memorial Drive and Maltings Court. A lot of my days involve checking everything is running smoothly and picking up any issues early. We also check in on indivuduals who need more frequent support.

“We support Neighbourhood Officers when new customers move in. This means I can get to know people from the very beginning of their journey and reassure them that support is available from day one.”

Favourite parts

Shane: “My favourite part of the day is spending time with customers, whether that’s chatting in the communal areas, helping resolve an issue, or seeing them become more confident and settled.”

Kescia: “That’s usually my favourite part too. I like going along to the coffee mornings and activities as I feel more visible and present with the customers and get to build meaningful relationships with them.

“I also value when customers come to see me for support, as it shows they feel comfortable approaching me. I like visiting people at home too as it gives me the opportunity to provide more personalised support and gain a deeper understanding of what individuals might need.”

Getting the right support

Kesica: “Making sure people have the right support can be tricky as sometimes they don’t meet the threshold for support from ASC, so we have to explore other options to make sure they still get the help they need.”

Shane: “We work closely with colleagues across other departments and with a range of external partners, including the police, ASC, mental health services, hospitals, GPs, and care providers. We have regular meetings with them throughout the week to make sure we’re providing the best support for customers.”

A rewarding role

Kescia: “I find it rewarding when I know I’m making a real difference to someone’s life. Seeing a positive outcome and knowing that I’ve helped improve someone’s situation is one of the most fulfilling aspects of what I do.”

Shane: “Whether it’s improving someone’s wellbeing, helping them stay independent, or resolving a long-standing issue, it’s great to know customers feel safer, more settled, and more supported because of the work we do.”