Joanne Redman

Area Coordinator East Durham, Seaham, Peterlee and Sedgefield

I started my working life as a civil servant with the Inland Revenue. My role was telephony based, providing advice to taxpayers, completing PAYE calculations, processing Self-Assessment forms, along with generating bills and refunds. When the service became HMRC the role changed slightly, as well as undertaking taxes work, I was trained in tax credits. Again, this involved completing calculations, generating payments offering advice and providing information for claimants. 

This is where my passion for supporting the vulnerable started. I did not want to be seen as “another advisor” I cared for the claimants I spoke to, listening to what they had to say without judgement of their circumstances, showing empathy and explaining the tax credit process in a way they could understand. I became a mentor to other new staff, passing on my knowledge of the work but more importantly the set of “soft” skills I had acquired over the years, to make the caller feel valued and not just a national insurance number.

Following a call from a claimant in crisis and the intervention I took to prevent harm to the whole family, I knew I wanted to do more. I left HMRC after 15 years and joined the Police as a call handler for Northumbria Police, becoming the first point of contact for those needing the police in times of crisis. Using the skills, I had gained over the years in my previous job, I was able to assess situations quickly, give clear and concise instruction and provide reassurance and support over the phone.  I would signpost accordingly where police were not required but where other support was needed by the caller. 

I was a call handler for 4 years but my passion for helping the vulnerable and those in need increased, I wanted a front facing role-face to face rather than on the other end of a telephone. I became a Police Community Service Officer for Durham Constabulary. Work was varied and often I would refer victims over to the Community Peer Mentors for help. Working within the community I could see how invaluable the service was and how much of a difference it was making to the lives of those who had requested the support.  

Having seen the fantastic work first hand and how the team helped individuals and families force wide, I decided to leave my PCSO role and become a Community Peer Mentor Area Coordinator.  The whole team are passionate about what they do, we care, and we all want to make a difference. 

I have a passion for community, the vulnerable and those who are sadly forgotten in society. I strive to make a difference to those I work with and enable them to live happy and fulfilling lives.

In my spare time I enjoy listening to Pink Floyd, singing (rather badly), crystal therapy and spending time with my three children -Elliot, Tillie and Eliza.