Michelle’s Story -Ten Years Supporting People Facing Homelessness

No two days working on frontline homelessness services are ever the same. 

One moment might be spent warmly  welcoming someone and helping them settle into temporary accommodation where they can begin to feel safe, while the next could involve responding to a medical emergency or supporting someone through crisis. And sometimes, the most powerful thing we offer is our time – simply with someone, listening and reminding them that they’re not alone. 

Michelle has worked with Simon Community for 10 years, spending the last eight at Bangor temporary accommodation services, as a Accommodation and Community Support Worker where she supports people through some of the most difficult periods of their lives. Before this, she worked at our Foyer service, which specialises in supporting young people  as they work towards greater independence and housing stability. 

In both roles, Michelle has focused on being a steady and supportive presence, where people feel valued and listened to.  

“Sometimes people don’t just need practical support, they need someone who will stay calm, listen and help them work through things without judgement.” 

With homelessness continuing to impact communities across Northern Ireland, including Ards and North Down, frontline roles like Michelle’s remain vital. Today, 2,172 people are officially experiencing homelessness in the North Down area, while a further 2,112 people are experiencing homelessness across Strangford constituency area. 

The role can involve responding quickly when people need urgent support. Over the years, Michelle has helped people through medical emergencies by administering CPR, delivering Naloxone and acting calmly to keep people safe.

“I’ve dealt with situations where tensions have escalated quickly.  In those moments, the priority is always keeping everyone safe and staying as calm as possible.”  

Michelle says moments like those have reinforced the importance of staying composed under pressure. 

“Clear thinking saves lives.”  

Michelle’s ability to remain calm in crisis is shaped not only by years of frontline experience, but also by her own understanding of how vulnerable and overwhelming homelessness can feel. Having experienced homelessness herself in the past, she understands the fear and additional circumstances many people carry with them when they arrive for support. 

“I remember how confusing that time felt. There wasn’t always clear guidance or support, and I never want anyone else to feel as alone as I did.” 

Before joining Simon Community, Michelle worked with FASA (Forum Against Substance Abuse), where she gained experience in addiction support, crisis intervention and community mental health. Together, those experiences helped shape the compassionate, person-centred approach she brings to her work today. 

For Michelle, some of the most meaningful moments are often the smallest ones. Supporting someone to cook for themselves, manage a tenancy, build confidence or learn everyday life skills can have a lasting impact long after they leave the service. 

“It might seem like a small thing teaching someone how to iron or cook a meal. But for some people, nobody has ever taken the time to show them those things before.” 

Outside of work, Michelle loves spending time with friends and heading out on long walks with her dog. This is how she switches off and clears her head. 

“This role can take a lot out of you. You have to make time to switch off and look after yourself too.” 

After 10 years in the sector, Michelle still believes the most important part of the role is helping people feel supported and hopeful often during the most difficult periods of their lives. 

“Homelessness can happen to anyone. Sometimes people just need someone to help them take that next step forward.” 

Interested in a career supporting people experiencing homelessness? Explore current opportunities to join the Simon Community team.