Meet Osterley Lodge Project Worker, Kate

When Kate started working at COPE Galway Osterely Lodge*, she quickly knew it was the right fit for her. Holding an MA in Psychology, she has a deep understanding of people – of their thought processes, feelings and behaviours. She was drawn to supporting women in a meaningful way. For Kate and her colleagues, building trust from the outset is key.  

“We try to make the process straightforward when a woman arrives. That begins with small, human touches like offering a cup of tea or coffee, taking the time to listen, and meeting each person where they are at this moment.  

If you don’t build trust with a person, it can be hard to work together. It’s very important to put the person’s comfort first.”  

Kate is keenly aware of the challenges the women at Osterley Lodge face and the difficulties they have experienced:  

“The women have been through a lot. They tell me it isn’t just the perceived stigma of being homeless, but that arriving at the service can be scary. They’re wondering – ‘Who are these people?’ ‘Will I fit in?’ – they feel very vulnerable.” 

It’s about gently letting them know they can have an honest and real conversation with you. I think once that first stepping stone in trust is made – it can only grow from there.”

Kate has brought her training in psychology to her role as Trauma Informed Champion** at Osterley Lodge, keeping conversations about Trauma Informed Practice live, championing the approach and playing an active part in making and sustaining cultural change, both in the service and the wider organisation:  

“Being trauma informed means recognising and responding to a person’s complex circumstances in ways that minimises triggering or retraumatising clients.  

“I wanted to see this in action and felt it straight away when I joined Osterley Lodge, where, for example, staff conversations around addiction support and harm minimisation focused on a transparent partnership approach – the idea of, ‘We are going to work with you, never against you.’ 

There’s no one-size-fits-all approach, because we work with such a diverse group of people. You see so many different lived experiences, cultures, and languages – and you need to adapt.”

Kate also brings creativity and thoughtfulness to her role. She enjoys supporting client-led activities that spark creativity and connection, providing vital outlets for expression and social engagement.  

“Just from chatting with clients, their interests shine through. Right now, a group of women are sprucing up the garden, and we’ve been organising a mural they requested. It’s their garden, and we encourage them to shape it – it gives the women pride and a sense of fun. Peer support and empowerment of our community are important given how isolating homelessness can be.”  

Kate also facilitates a weekly craft session, called ‘Crafternoon,’ a client’s idea for when the weather keeps them indoors. 

“We have a communal space for whatever they want to use it for. We have painting supplies, yoga mats, sometimes guided meditation – depending on what the clients are into. One woman requested a karaoke machine, which a generous donor helped us acquire”.  

Kate acknowledges that it can be stressful sharing accommodation with other people. 

Everyone is struggling in their own way. Here, we’re trying to remove barriers – to create a place where people feel safe, comfortable, and proud.”

Kate emphasises that Trauma Informed Practice strengthens not just client relationships, but team culture and morale at the residence.  

“It helps us create psychologically safe environments for clients and staff.’’  

As a team, we feel more confident and adaptable. There’s mutual respect and shared responsibility. We reflect, check in with each other, and tackle challenges together. That approach helps us provide better support for the women.”

In fact, staff wellbeing is built into everyday practice through regular reflection, open communication, and peer support. 

“In team meetings, we ask: ‘Could we have handled a particular issue differently?’; ‘What can we improve?’ Or ‘What worked well and how can we build on it?’”  

This ongoing reflection and dialogue ensure clients consistently receive the best support possible.  

“I’d never worked in homeless services before joining the team here. They are all so lovely and encouraging. Everybody brings different skills to the table – some of us are stronger at paperwork, some better at client-led tasks; others at health and safety tasks. You get very close with the person you’re on duty with because you’re dealing with challenges and making decisions together, which is quite nice!”  

*COPE Galway Osterley Lodge is a 12-bed supported temporary accommodation for women who are homeless. An onsite keyworker works with each woman to identify her holistic needs and support her to identify and progress pathways out of homelessness. 

** Throughout 2024, COPE Galway continued to intensively work towards becoming a Trauma Informed Organisation. Read more about this in the Strategy section of this report on page 14.