We are pleased to be continuing our ‘A day in the life of…’ series today with Ruth, who works as an Information and support adviser on the Macmillan Support Line. Now that webchat is available directly on the Community site, we wanted to bring you a few of the faces behind the support and help you get to know more about how our teams can support you. For more information on how to use Webchat, please click here to read our recent Community News blog.
So here’s what Ruth had to say when we asked her a few questions about her day, over to you Ruth!
So firstly, what is a Cancer Information and Support Adviser?
A Cancer Information and Support Adviser works directly with people affected by cancer on the Macmillan Support Line – our job is to offer a listening ear and emotional support, as well as practical guidance, and signposting to our own and other organisations’ services, to find the right support to suit the individual contacting us.
‘We support people no matter what situation they are in’
We take calls from a wide range of people, including patients, friends, relatives and even teachers and employers. We support people no matter what stage they are at in their cancer experience or what situation they are in, such as people worried about initial scan results, or who are newly diagnosed, those who are unable to receive treatment, and those who have been through their treatment and are now feeling the emotional impact. We also hear from loved ones who are struggling to know how to offer support, are bereaved, or just need an outlet for themselves.
What does a normal day look like for you?
I start my day slightly differently now that I don’t have a train to catch. I have taken up running in the last few months and have found that this is a great way to start my day off, and put me into a good headspace to support others. As we are working from home, I’ve been using my usual commuting time to fit in an early morning run before work. I find that exercise, when I can motivate to do it, really helps my wellbeing and clears my head ready for the day.
At the start of my workday, I often check if we have had any new questions asked in our Ask An Expert section of the Community. Once those have been responded to, I will either be taking calls or online chats, or responding to emails from people who have questions or would like someone to talk to. I am constantly learning new information and researching the services offered by different organisations to see how the needs of our callers can be met, and I enjoy the challenge of finding something to suit. The best calls for me are when the person really gets a chance to work through some thoughts or feelings that they’ve perhaps not felt able to explore with anyone else. I find that taking time to witness someone else’s experience and to allow them to feel heard, can be just as valuable as offering solutions and answering questions.
‘I find that taking time to witness someone else’s experience and to allow them to feel heard, can be just as valuable as offering solutions’
I am part of a small team that also offers ongoing support to callers who may be struggling or are particularly vulnerable, so I set aside time in my day to catch up and check in with a few of my callers. We’re a very supportive team, and sometimes I will also help with coaching and mentoring some of our newer staff too. It’s also fun to be part of projects and pilot schemes, as we are always evolving and improving, and looking to offer more services to people affected by cancer. As an example, in the last year we started our telephone buddy scheme during the pandemic, and a partnership with BUPA offering varying levels of emotional support to people who have or have been through a cancer diagnosis.
I think it’s really important to try to take regular breaks where possible in any role where you are offering support to someone else. Throughout my working day I’ll make sure to take my breaks and lunch hour, and to step away from my desk to recharge by getting outside or losing myself in a good book!
How can people contact you for support?
There are a few different ways to get in touch, depending on which method you feel most comfortable with. You can call us on 0808 808 00 00 – we’re on option 1 on the menu when you are given the options. You can also email us by filling in this form, or use our online chat. I know that it can be quite daunting sometimes, to pick up the phone and talk, and some people prefer to come to us online as a first step – typing can understandably be easier than saying it out loud at first. We’re open 8am-8pm, every day of the week. We’re also open across the full Christmas period, as we know this can be a very difficult time, particularly for those who are isolated or who have lost loved ones. Don’t hesitate to reach out, even just for a friendly voice.
What do you like most about your job?
I think what I like best is the variety of calls and queries we take. There’s no such thing as a silly question, and we’re happy to hear from you whatever the reason for your call. When the phone rings or a webchat pops up, you never know what it will be, and what type of support will be needed of you. One call could be very emotional and the next could be someone looking for a specific answer or service.
‘There’s no such thing as a silly question, and we’re happy to hear from you whatever the reason for your call.’
Some people call unsure what they need or just curious about how we can help. It keeps me on my toes and makes it a very interesting role.
Last but not least, what’s your coffee break drink of choice?!
I have a whole little routine around my breaks at home (it’s the little things, right?!) – coffee in the morning, tea in the afternoon, and maybe a hot chocolate as a treat when I’m on the late shift to help me through the last few hours. I’ve also started on the mince pies this week for a mid-afternoon energy boost!
If you would like to chat to Ruth, or any member of the Cancer Information and Support team, then why not send them a message via webchat or give them a call on 0808 808 00 00. They are here to support you, no matter what you may be going through. We will be bringing you more faces from the Macmillan Support Line over the next few weeks so do keep an eye out to learn more about some of the Macmillan advisers you could be speaking to on our Macmillan webchat.
