As part of our series of blogs celebrating our 40^th anniversary we sat down with Laura Tolan to ask her a few questions about being part of #TeamMilestones.

Introduce yourself, your job, and what do you like to do outside of working for Milestones?

Hi, I’m Laura Tolan, Service Manager at Wyvern Lodge and Felix House – two of Milestones’ mental health support services.

Outside of work, I enjoy travelling and going on holidays abroad whenever I can. I also like keeping active at the gym and, most importantly, spending quality time with my family and friends.

What year did you start working for Milestones? How was the world different?

I started working for Milestones in 2009, which feels like a lifetime ago now. When I look back, things felt simpler, there was less technology, and everything was much more paper-based and hands-on. The way we support people has changed over the years, but the heart of it has always stayed the same.

What have been the highlights in your time working for milestones?

One of the most rewarding parts of my role has been being part of people’s recovery journeys, supporting people through difficult times, helping them access the care they need, and then seeing them grow in confidence and independence. Seeing some people move on from services altogether and live independently is always incredibly special.

What did you do before you worked for Milestones?

Before joining Milestones, I was a student at Weston College and completed a work experience placement, which is where my journey with Milestones first began. That experience gave me my first insight into the role and inspired me to go for a career in this field.

Are you still working in the same service as when you started? Have you changed jobs at any point?

In 2009 I joined Wyvern Lodge as a bank worker. I moved into a full-time role, first as a Support Worker and later as an Assistant Team Leader. I spent around five years at Wyvern before moving into a Team Leader role at Felix House, where I stayed for four years. During this time, I took on a range of opportunities to broaden my experience, including a secondment at Tramways. I also spent a short period at Graeme Close, providing practical support to the team during its closure (though it’s since been completely refurbished and reopened).

I later returned to Tramways as Deputy Manager. Shortly after taking up the position, the COVID-19 pandemic began, which was a significant challenge. With the service manager unable to be on-site, I stepped up, managing a nursing home environment and supporting individuals with higher and more complex needs than I had previously encountered. It’s a huge credit to the team that we maintained high standards of care during an unprecedented time.

Following this, I became Service Manager at the Recovery Hub, before a particularly meaningful moment in my career when I was asked to return to Wyvern Lodge as Service Manager. Having started my career there, I was proud and excited to take on this role. Following further organisational changes, I was given the opportunity to manage both Wyvern Lodge and Felix House, two services that have been central to my journey.

It feels like I have come full circle in my career. I feel incredibly privileged to manage both Wyvern Lodge and Felix House, working alongside dedicated colleagues and supporting the people who live there. Being able to lead the services where my career began, is something I really value.

How has the support offered by Milestones changed in the time you’ve been working here?

Over the time I’ve been working at Milestones, I’ve seen some positive changes in the way we support people. There’s been a much stronger focus on person-centred care and understanding each individual, what matters to them, and supporting them in a way that’s tailored to their own goals and needs.

There’s also been a big shift towards promoting independence and recovery. Ensuring a focus on helping people develop skills and move on to more independent living where possible. It’s amazing to see the progress people can make with the right support in place.

We’ve also seen changes in how we work as teams, with better communication, more training opportunities, and the use of digital systems to support more effective care.

It’s been really rewarding to be part of those changes and to see how they’ve made a difference to the people we support.

What’s the best thing about working for Milestones?

For me, the best thing about working for Milestones is the people. That includes both the individuals we support and the colleagues I’ve worked alongside over the years.

Being able to make a positive difference in someone’s life, even in small ways, is so rewarding.

What are the biggest challenges you face day to day?

One of the biggest challenges day-to-day is managing the different responsibilities that come with the role, while making sure the people we support always remain at the centre of everything we do. No two days are the same, and things can change quickly, so it’s important to stay flexible and responsive.

Supporting people through difficult times can also be challenging. There are days when the people we support may be struggling, and it’s about making sure we’re there for them, providing consistency and the right level of care, even when things feel tough.

While there are challenges, they’re also what make the job meaningful. They encourage you to keep learning, and working with the team to find the best outcomes for everyone involved.