National Inclusion Week:

Safe to be yourself in St Luke’s shop teams

26th September 2024

St Luke’s is proudly supporting National Inclusion Week

At St Luke’s we’re an intentionally inclusive organisation, encouraging and supporting a wide mix of people to feel comfortable and confident to be themselves when they are working or volunteering for us.

As part of this year’s National Inclusion Week – and embracing the retail theme for next week’s Hospice Care Week – we’re shining a light on our charity shops and how our managers welcome and support volunteers with learning disabilities and mental health issues, not only to help them add to their skills and stretch their horizons, but to feel truly valued as members of St Luke’s one big team.

At our Saltash shop, manager Hayley Pollard has a background in working with adults with learning disabilities and is renowned for her actively inclusive principles. She believes that everyone has their own unique strengths and talents, and her job is to identify and encourage them, while also pushing those boundaries when it feels safe to do so, and with the right supervision.

Part of the team

Dan Best, 39, has Down Syndrome and has been volunteering at the Saltash charity shop part-time for ten years.  He likes steaming and hanging clothes ready for the shop floor, making tea and hoovering, but his favourite job is putting the rubbish out.

“I’m getting much better at doing everything. Everyone here is very polite and kind and they help me out a lot. Hayley is lovely and it’s a good place to work. I am part of the team here,” he said.

Meanwhile, Luke Fennell, 25, is another St Luke’s veteran after clocking up seven years of volunteering at Saltash. He comes in five times a week and has become the shop’s DVD expert, in charge of what makes it to the shop floor display.

“I check the DVDs have no scratches on them,” said Luke, whose own favourites are Marvel movies. “The best thing is my team. I love coming here to help out, and I like putting out the rubbish when Dan isn’t here.”

Dan and Luke are just two of the regular volunteers whose additional needs are no barrier to them being an integral part of the St Luke’s team. Hayley, backed up by assistant manager Colleen May, feels it’s important to give them the opportunity to flourish and have good working experiences.

Adapting to individuals’ needs

Shoppers and local agencies who have noted their inclusivity and patience with differently abled volunteers have come in to request placements for their own family members or clients. Hayley will always accept, if possible, while making sure her team remains balanced and manageable and able to provide the best service for customers.

She said: “I love it. I’m very fortunate to have them. They are a great asset and bring a lot to the team. It’s not always easy with some of the volunteers we have and sometimes behaviours can be quite challenging.

“It’s important to balance the team too. It’s about adapting to individuals’ needs but also taking them out of their comfort zone and helping them become a bit more independent. I’ll encourage them to have a go.”

“Creating a space where everyone can feel safe to be themselves”

One young woman who volunteered at the shop for a couple of years was non-verbal. Hayley recognised her love of art and helped her to boost her confidence through applying it in the store. A couple of years later she was speaking, preparing to go to university, had passed her driving test and found a part-time customer facing role with a fast-food chain.

“Another lad who was with us has graduated in digital advertising. He now works for an international company and has just secured a big overseas contract for the business,” added Hayley.

Area manager John Saunders said: “You are creating a space where everyone can feel safe to be themselves and try doing things they might not usually do. It’s a wonderful part of a St Luke’s shop manager’s role to welcome people who might need extra support, whether they have learning disabilities or have gone through bereavement and are looking to meet people and regain their confidence.”

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