From changing nappies to changing lives: A mum’s journey to empowering communities
By Patricia Kowira
26 March 2025
Rachel still remembers the thrill of stepping off the train at Newcastle’s Central Station, the station clock looming above as she entered a new city that would eventually shape her life.
An 18-year-old with dreams but little certainty about where they’d lead, Rachel’s choice of Newcastle University was a leap of faith, and one that would set her on a path she hadn’t fully imagined.
“The air felt different, like the city was buzzing with opportunity,” she says, recalling that walk through Newcastle’s centre as a freshman, suitcase in tow, feeling small but electrified. “By the time I reached the university, I just knew. This was it.”
Drawn to Newcastle’s Social Policy course, Rachel wanted more than a degree. She wanted to understand the lives of people affected by social systems. “It wasn’t just about the books,” she says with a laugh. “The library smelled like old paper, and we didn’t have computers like today. Every bit of research, every calculation was by hand.”
The course challenged her in ways she hadn’t expected. “Statistics were brutal. I remember buying this massive book just to get through the math!” she recalls, clearly amused by the memory. “But every class, every struggle, opened my eyes to the real complexities of poverty, housing, and social care. I realised how money touches every part of life your health, your housing, even your dignity.”
These early lessons proved pivotal. One standout project was a dissertation on the media’s portrayal of AIDS, an experience she calls a “wake-up call.”
“The media’s portrayal was deeply skewed, mostly blaming the gay community without addressing the real human impacts,” she says, her voice serious. “It made me see just how powerful and damaging media narratives can be.” Hours spent in the library, poring over clippings and statistics, left her both fascinated and disturbed. “It was hard to grasp how a crisis could be made worse by misunderstanding and stigma,” she recalls.
The project was transformative, giving her a sense of purpose that stayed with her long after she left university. “That dissertation really shaped me. It taught me that real change starts with understanding people’s stories and seeing them for who they are.”
Her remarkable transition: “I was ready to do something for myself again”
Graduating with this mission was one thing, but as she began to step into the world, life threw a few curveballs. After getting married and starting a family, Rachel took time away from work to raise her two young children. “I loved every moment with them,” she says, “but after five years, I felt restless. I’d spent so long as ‘Mum’ that I needed to find out who I was again.” Rachel laughs softly, reflecting on this pivotal moment. She recalls a call from her mother, who had just bumped into an old friend volunteering at Citizens Advice. “My mum called me, saying, ‘This would be perfect for you.’ And she was right. I was ready to do something for myself again.”
Starting with Citizens Advice wasn’t easy. “At first, it was overwhelming,” she admits. “There I was, advising people on matters like housing, debt, family support - things that could make or break their lives - while in my own mind, I was still figuring things out.” Her early cases brought both excitement and a sense of responsibility, pushing her to bridge the gap between academic theories and real-life situations.
But just as she found her footing, an unexpected challenge shook her path again redundancy. “Losing that role was heart-breaking,” she recalls. “I felt like everything I’d worked for was just slipping away.” Yet, what seemed like a setback ultimately became a moment of clarity. As fate would have it, an opportunity opened up at Citizens Advice, this time in a more advanced role. She returned with a renewed sense of purpose, ready to pour everything she’d learned into the organization.
Come back stronger
Now, Rachel leads a team of over 200 at Citizens Advice, her experience with Newcastle’s Social Policy course still a guiding light. Her management style is a mix of Newcastle-honed empathy and a realistic approach to leadership. “I trust my team to do their jobs, but I’m always there when things get tough,” she says. “My priority is fairness, making sure everyone feels heard and valued.”
Her role today includes overseeing policies and making difficult calls, from balancing team dynamics to dealing with personnel challenges. “We’re a team, not just an organisation,” she emphasises. “Each person’s contribution matters, and I’m here to make sure they know that.”
As she reflects on her career, Rachel sees it as a tapestry woven from small but pivotal moments: the initial spark as she stepped off the train in Newcastle; the late nights typing out her dissertation; her mother’s encouragement to volunteer; and the resilience gained through challenges.
“Every experience, even the tough ones, played a part,” she says. “They taught me that the best careers are often sparked by something simple a city, a conversation, a project that lights a fire within you.”
Rachel’s journey is a testament to the enduring spirit of Newcastle and the impact a single decision can make. Through it all, she remains grateful for that first step off the train, a step that continues to inspire her path today.
