When people first contact Citizens Rights Project, they often seek help with a single issue. As trust develops, it becomes clear that many are facing a range of interconnected challenges. This story shows how a year of person-centred support helped one client rebuild stability and confidence.
A Spanish national in her 60s approached Citizens Rights Project seeking support with homelessness a year ago. As the Link Worker built trust with the client, additional needs emerged, including financial hardship, employment issues and social isolation, requiring a holistic, person-centred approach.
Over the following year, the Link Worker worked alongside the client to address these interconnected challenges, providing ongoing practical and emotional support as her circumstances evolved. Together, they navigated complex systems, strengthened the client’s confidence and helped her build the stability needed to live more independently.
The client had been working as a live-in carer for an older person, but her housing situation had become increasingly unstable. There were periods when she was unable to stay in the property where she worked and was left without secure accommodation. Although she had family living in Edinburgh, this was not a sustainable housing option, and she wanted to secure accommodation independently. Limited English and low digital confidence made it particularly difficult for her to understand her rights and access the support available.
Initially, it was difficult to establish the client’s circumstances and establish her eligibility for support. As trust developed over time, the Link Worker gained a fuller understanding of her housing, employment and financial situation, enabling her to access the services and support she was entitled to.
Following the Link Worker’s intervention, the client was successfully granted temporary accommodation. As her financial circumstances became increasingly difficult, the Link Worker also supported her to apply for Universal Credit and provided weekly food vouchers to help meet her immediate needs while longer-term support was being arranged.
Alongside this, the Link Worker provided information about the client’s housing, employment and immigration rights, referred her to a Black women’s wellbeing group, and helped her connect with activities and services in her local community.
The support extended well beyond referrals. When the client was unable to use Google Maps to find the local library and food bank, the Link Worker accompanied her so she could become familiar with the routes and gain confidence travelling independently. A referral was also made to a digital inclusion service to help her develop the skills to use her mobile phone and access online services more confidently.
Recently, while visiting family in Spain, the client contacted the Link Worker to ask what gift she would like to bring back. She has promised to return with Cola Cao, the Link Worker’s favourite Spanish chocolate drink. Although a small gesture, it reflects the trusting relationship that developed over a year of consistent, person-centred support.
What Person-Centred Support Meant to This Client
The client’s daughter shared the following reflection:
“I wanted to take a moment to thank you from the bottom of my heart for everything you have done for us. Your support has meant so much, not only in helping with my mother’s housing application, but in all the care and attention you continued to give even after it was approved. You didn’t just do your job—you truly cared. You followed up, checked in, and made sure everything was going well, which brought us great peace of mind during a very important time. What makes you so special is the way you always go one step further. You seem to anticipate what people might need even before they ask, and your guidance has gone beyond housing—you’ve helped us feel more settled by sharing information about education, culture, and opportunities around us. That kindness and thoughtfulness make a real difference. I feel incredibly grateful that you were the one supporting my mother. Your professionalism, dedication, and warmth are rare, and they leave a lasting impact on the people you help. We truly need more people like you in this world. I hope you continue doing this wonderful work for many years, because you make a difference in ways that matter deeply. Thank you again. We will always remember your kindness.”
Help Us Support More People
The Link Worker service was established in 2023 thanks to funding from The Robertson Trust, whose support enabled us to develop this vital service and demonstrate the impact of long-term, person-centred support. We are now grateful to the Scottish Government for funding the service so it can continue.
However, current funding does not allow us to retain our Link Worker in a full-time role, despite growing demand and the fact that many clients need support over several months as new challenges emerge.
If you would like to help us continue walking alongside people when they need us most, please consider supporting our work by donating to our current crowfunder. If you would prefer to support our work in another way, you can also make a donation through our donate page.
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