John’s Story

Louis, Team Leader in our London-based Skills and Employment Team, describes his work with John (name changed to protect confidentiality).

“I met John at the job centre, who had put him in touch with us. John had no idea why we were meeting so I explained who St Giles were and that we could help him with his job search through helping him build a CV, providing interview practice, and support in completing job applications.

However, I noticed John was becoming distressed and gave him space to speak.

He shared that his wife had left him without explanation. He was sleeping on the sofa while she had locked all the doors in the house. His daughter refused to take sides. He was estranged from his mother and his best friend was in the hospital with brain damage from a stroke. Despite his pride in his son studying at university, it was clear John felt isolated.

As trust developed, John revealed he struggled with reading and writing. He demonstrated by mispronouncing words and explained he’d obtained his Construction Skills Certificate Scheme green card by repeatedly listening to the test questions. John desperately wanted to work but was overwhelmed by his personal challenges and the job search process. He was anxious all the time, with his mind racing to negative conclusions.

We started by creating his CV, celebrating his achievements despite his literacy barriers. John felt proud of his accomplishments. At our next session, he disclosed that his ex-partner and daughter had moved out, leaving no contact information. He couldn’t write to them due to his illiteracy. With his anxiety heightened, I decided to provide a listening space rather than push job-related tasks.

John had a lot of things playing on his mind. He was worried about an upcoming Job Centre appointment, fearing he would be sanctioned. I offered to accompany him to ensure he understood the requirements. He also mentioned a hospital appointment regarding a potential cancer diagnosis, which frightened him, so I offered to attend with him. Though initially hesitant, he appreciated the support.

At the job centre, the work coach was pleased John was receiving support from St Giles and assured him there would be no sanctions. Relieved, John said he felt comfortable attending the hospital appointment alone but knew he could call me afterwards if needed. Meanwhile, Good People, an employer engagement team, offered him interview and application support for labouring roles. Despite his efforts, John was unsuccessful in securing a position, which left him feeling defeated.

In December 2024, John learned he would only receive £10 in Universal Credit due to tax credit debt. Disheartened, he stormed out of the job centre. To address his immediate needs, I took him food shopping and referred him to the St Giles Pantry for regular food access. I emphasised the importance of self-care—eating well and sleeping—as a foundation for stability.

Good news finally came: John was offered a job through Good People. However, when the employer requested him to complete an online form, we encountered a barrier—John lacked digital skills and a Unique Tax Reference number. Creating a Government Gateway account required ID he didn’t have, and his phone wasn’t compatible with the app. Despite numerous attempts, we faced repeated setbacks.

Determined, I downloaded the app on my work phone and managed to secure John’s Unique Tax Reference number. I informed the employer immediately, and John was cleared to start work on January 2nd 2025. The journey was long and challenging, but John finally achieved his goal of employment.”

This story underscores the complexities of the road to employability but also the value of persistence and tailored support.