‍We’re So Glad You’re Here

by Fiona Hollow, Head of Service Delivery London

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How a warm welcome helps Smart Works clients feel seen, safe, and supported

As Head of Service Delivery in London, Fiona Hollow oversees the day-to-day running of our centres across West, North and South London. Alongside her team, Fiona ensures every Smart Works client is supported, respected, and met with warmth the moment they walk through our doors. In this personal piece for Mental Health Awareness Week, she reflects on what it really takes to create calm in a moment of change.

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A Safe Landing

“Welcome to Smart Works – we are so glad you’re here.” This is our daily greeting across all three of our London centres. The client has made it to their appointment. We are delighted to support them with the next step in their employment journey.

For many of our clients, going to a new place, meeting new people and accepting help from an organisation they haven’t worked with before can feel extremely vulnerable. I often say it’s a huge win when a client simply turns up – they’ve already overcome barriers just to get to us. Not only are they showing up for an appointment, but they’re also showing up for themselves.

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Acknowledging What’s Unseen

So many of us carry invisible weight when it comes to how we’re feeling. We cannot underestimate the emotional and mental impact of being unemployed or out of work. Confidence can be knocked. Purpose can feel lost. Vulnerability rises to the surface, wellbeing dips, and insecurities often increase.

For lots of our clients, this is their reality. They come to us with a huge loss of self-esteem. It’s our job to help rebuild that – to create a space that feels safe, human and kind.

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The Small Things That Matter

Our Service Delivery team gets to work before a client ever steps through the door. Here are just some of theways we help create a welcoming space:

• Personal connection from the start – When booking appointments, we speak directly with each client to understand what support they need and what barriers they might be facing. We ask about preferred dates, times and centres. This ensures clients feel ownership of the process from the beginning.
• Clear, calm communication – We send follow-up emails with directions, videos showing what to expect, and information about Smart Works. The aim is to remove the unknowns.
• A warm welcome on arrival – When a client arrives, we greet them by name and thank them for making it. If they’re late, we don’t judge – we just say we’re glad they made it.
• Comfort and care – We offer tea, coffee or water. A warm drink can be a simple act of comfort in a new place.
• Small talk, real connection – We ask how the journey was, talk about the weather –anything to break the ice and create human connection.
• Space to settle – In our waiting areas, clients are encouraged to relax and absorb he space – the calming atmosphere, the warmth of staff and volunteers, and the quiet professionalism all play their part.
• Keeping minds engaged – After their dressing consultation, clients are invited to begin their feedback form. This offers focus and helps them reflect, rather than waiting with anxiety.
• Responsive support – If we sense a client is especially nervous or withdrawn, we check in, explain what to expect, and let volunteers know so they can be extra supportive.

All of this happens before the official appointment begins. It’s about more than efficiency – it’s about making every client feel seen, considered and cared for.

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From “I’m Not Sure” to “I’ve Got This”

One of the most powerful parts of my role is watching a shift happen – emotionally, physically, mentally. I often ask clients the same question at the start and end of their appointment: “How are you feeling about your interview?”

At the start, the answer is often: nervous, scared, unsure.

But by the end? Confident. Ready. Some even say: excited.

There’s often a visible change in posture too – shoulders down, standing taller, eyes brighter, speaking with more clarity. That shift is why we do what we do. It’s the power of the Smart Works service in action – we help someone go from “I don’t know if I can” to “I can – and I will.”

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The Power of Community

We want our clients to know that the Smart Works community is for them and behind them – we believe in their potential. It’s not if you get the job. It’s when.

For Mental Health Awareness Week, I want to shine a light on the quiet power that comes from knowing someone’s rooting for you. Mental resilience isn’t something we build alone. We need others to help us recognise our strengths, our value, and our place in the world.

Fiona Hollow, Head of Service Delivery London

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‍Behind every woman we support is a community that never lets her stand alone.

At Smart Works, that community begins the moment a woman walks through our door — with a welcome, a smile, and someone who believes in her.

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If Fiona’s story resonated with you, there are so many ways to get involved.

Explore how you can support our work — as a volunteer, partner or donor.