Hannah (Marketing and Communications Officer) chats with Stevee (Contact Point Support Worker) about her role, and the support available to carers.
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Hannah: Hi Stevee! Thanks for talking with me today. Can I ask what your career background is, and what led you to Carers Manchester?
Stevee: My journey into this sector is quite personal, as I am a carer in my private life and experienced firsthand the challenges carers face, especially when support isn’t easily accessible. Professionally, I’ve had a varied background. I worked as a GP secretary and a pharmacy technician, which gave me insight into healthcare systems, and I also taught English to refugees, which was incredibly rewarding. These experiences shaped my understanding of the importance of clear communication, empathy, and practical support, all of which led me to my role at Carers Manchester Contact Point.
Hannah: What does a typical day look like for you?
Stevee: My role is wonderfully varied, and no two days are the same. A big part of my day is spent on the helpline and following up with carers. We provide advice, signpost to services, and make referrals to help carers navigate the wide support network that is out there- which can be difficult to find on your own. We also collaborate with partner organisations to connect carers to the right resources and we like to stay updated through training and meetings. Every day is different, but the goal is always to ensure carers feel supported, informed, and valued for the great things they do every day.
Hannah: What are the key issues the Contact Point can help with?
Stevee: The Contact Point provides support with a wide range of issues. Essentially, we’re a first port of call for carers, we help carers understand their options and address queries about their caring role. This includes offering guidance on benefits and financial advice, as well as emotional support through signposting to counselling or peer support groups. We also assist with employment advice, information on carers’ rights, and offer specific support for older carers, parent carers and young adult carers. Additionally, we provide a safe space for carers to discuss their role and can refer them to community services or ongoing support. Our goal is to ensure carers have the information and resources they need to manage their caring responsibilities with confidence.
Hannah: What’s the process like for a carer getting in touch with The Contact Point?
Stevee: It’s designed to be as straightforward as possible. Our contact number is 0161 543 8000. When a carer calls during our helpline hours (10am–4pm), they’ll usually get through to a member of our team directly. If all lines are busy, they can leave a voicemail, and we’ll aim to call them back as soon as possible. We also offer email support for those who prefer that option, our email is contactpoint@carersmanchester.org.uk. If needed, we can provide translation services to ensure carers can communicate easily with us, and we’re happy to discuss any accessibility needs to make the process smoother. Our goal is to make sure carers feel heard and supported from the very first point of contact, minimising any wait times wherever we can.
Hannah: What’s the most common question or enquiry you receive from carers?
Stevee: A lot of carers contact us with questions about financial support, particularly around benefits like Carer’s Allowance. Many are also looking for advice on how to balance their caring responsibilities with work or other commitments. Others might call feeling overwhelmed and simply need someone to listen and help them figure out the next steps. Every enquiry is different, but they often revolve around the practical and emotional challenges of being a carer.
Hannah: Can you give an example of a positive result The Contact Point achieved for a carer?
Stevee: One example that stands out is a call we received from a parent carer who was struggling with the demands of caring for two children. They were feeling overwhelmed, both financially and emotionally. During the call, we took the time to discuss all their support needs. We were able to provide financial advice, helping them navigate benefits and support options. We also connected them with parent carer organisation Talbot House for ongoing, longer-term support. In addition, we looked at the needs of their children, recommending local activities they could attend and offering guidance on educational support. By the end of the call, the carer felt much more supported, with a clearer understanding of the resources available to them and their family.
Hannah: A fun question to end with – what’s your favourite Manchester hidden gem?
Stevee: That’s a tough one, but I’d have to say Fletcher Moss Botanical Garden in Didsbury. It’s such a peaceful spot to recharge, and it feels like a little oasis in the city. You also can’t beat a walk in the Peaks, especially when it ends with a good pub lunch! Our office often talks about Hebden Bridge as a favourite spot too—though I’ve yet to visit myself, it’s definitely on my list.
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