In this sit-down session, we chat with Sarah Jakeman, our inspiring Service Manager for Grainger House in Sandwell, whose journey with Northern Healthcare began in 2020 as a Support Worker. With a background in Fine Art and a passion for helping others, she’s progressed through several roles, bringing creativity and compassion to every step.

She shares what drew her to the world of mental health support, how she motivates her team and the people we support, and why making a difference each day is what she values most. Her story shows exactly what’s possible with the right support, opportunities to grow, and a shared commitment to putting people first.

What led you to join Northern Healthcare?

“I was training previously to Northern Healthcare in a completely different role, I was training to be a Fine Art Teacher. I’ve always been an arts and crafts, fun type of individual, but it wasn't until I supported someone with their mental health that I realised my heart is set on working with people who struggle with mental health.

I read at the time on Northern Healthcare’s website that they support with things such as therapeutic activities (this included arts and crafts), so I started working at Northern Healthcare in 2020 as a Support Worker. I then went on to become a Team Leader, Deputy Service Manager, and now Management.

Throughout every one of those roles, I’ve been able to apply my artsy background, especially when setting up therapeutic activities, thinking outside the box, and just in general transforming the service into a fun, creative, and more homely environment, getting the people we support involved in making their home a ‘home’.”

What inspired you to become a Service Manager?

“I applied for a Support Worker role not thinking it would progress into a Service Manager role. Working with NHC has allowed me to complete my NVQs within Adult Health and Social Care and in turn, that has supported the progression of my role. I thoroughly enjoy my job.

With every role come hurdles, hard days as well as good days, but what I like most about my role is that nothing is to be expected (in a good way). When you hear the comment, ‘the best part of the role is watching the people we support thrive’, it truly is the best part of the job. I always, without a doubt, go home at the end of a shift and think, ‘I’ve made a difference today’, and it’s rewarding.”

What do you love most about working here?

“The respect shown towards myself and my role. I’m valued as a member of Northern Healthcare, and that makes me appreciate my role even more. A lot of companies can be all about the business side of things, but Northern Healthcare shows appreciation to everyone within the organisation, regardless of their role or whether they are a person we support. Everyone is valued.”

How do you support your team to thrive?

“I think allowing staff to be transparent and allowing them to see that they are valued, as well as the people we support, the main part of our service running so smoothly, gives them that appreciation. It ensures they are doing their best within their role, and it allows them to thrive and build their own confidence.”

What makes Northern Healthcare’s approach to mental health support stand out?

“Northern Healthcare are people-led. We don't react or think just as a business, we thrive as an organisation to put people at the centre of whatever we do.

Each person we support is given choice. Each staff member is given the same opportunities as every other staff member. I think the aspect of working with and supporting those requiring mental health support is at the heart of Northern Healthcare’s values: being Proud, being Respectful, being Open & Honest, being Understanding, and finally, being Dedicated.

All of our team, at the services I support in a managerial role, as well as across Northern Healthcare, demonstrate those values on a daily basis and within the progress of each and every person we support.”

Is there a moment or a success story that’s stuck with you?

“I’ve been at one service for over five years, and within a few months of starting, a person we currently support moved in. At the time, they had minimal communication skills, lacked community engagement and access, and wouldn't do any of those things without practical support from staff.

Now, they go into the community on their own, getting their hair and beard trimmed, grocery shopping, and catching public transport independently.

This is a journey that I’ve had the pleasure of watching progress, thrive, and enhance, all with the support from our staff and service. Seeing that support change someone's way of living, all while managing their mental health positively, is such an amazing feeling of ‘I helped them get to where they are now’. Nothing can beat that feeling, especially in the role I’m in now.”

What advice would you give to someone thinking of applying for a Service Manager role?

“Just go for it, be confident, and believe in yourself. With any managerial role comes responsibility, but once you settle in, you’ll find you’re supported to be the best you can be. You’ll enjoy and thrive from the experiences you gather throughout the role, and you’ll build your resilience, both personally and professionally.”

How have you grown, personally and professionally, since joining?

“I’ve grown in myself throughout my role in terms of confidence. I never thought I’d be where I am now, but the appreciation and trust shown towards me to complete my role to the best I can has, in turn, boosted my own confidence and how I see myself and what I can achieve.

I think the main thing is that, on the outside of working in an organisation such as Northern Healthcare, and in a role like mine, you wouldn't ever expect to be supporting individuals the way we currently do.

You wouldn’t think people struggle with the things they do, and it’s definitely opened my eyes. It’s helped me understand different skills and abilities. In real life, you realise things aren’t always as pristine as we may feel they are when mental health struggles are involved.

It’s allowed me to understand and see that, regardless of age and diagnosis, everyone can struggle with mental health, and all of us, whether we reside in supported living or not, are vulnerable to struggling with our mental health.

With the right support, people can thrive and live again, to the best they can.”

If you’re interested in taking the next step in your career, we’d love to hear from you. At Northern Healthcare, we support development at every level and are proud to see team members grow into new roles. Take a look at our current Service Manager opportunities here: Service Manager Vacancies - Northern Healthcare