What does an advocate do? How can advocacy help vulnerable adults? What support is available for disabled people in Shropshire?
These are questions we are asked regularly at Shropshire PCAS.
Our advocates work directly with disabled and vulnerable adults across Shropshire, Telford and Wrekin, helping people navigate everything from housing issues and health appointments to social care assessments, finances and everyday challenges. Many of the people we support have complex needs, limited support networks and nowhere else to turn.
One of those advocates is Ben Payne, who joined Shropshire PCAS in February 2025. We sat down with him to find out more about what it’s really like to work in advocacy and why supporting vulnerable adults is so important.
How long have you been an advocate?
Since February 2025.
Are you a volunteer or staff member?
Staff member.
Why do you do the job?
“Being kind is so incredibly important to me and it is at the heart of this role. I wake up every day knowing that I have a real opportunity to make a difference to people’s lives.”
Advocacy is often misunderstood. Many people think it simply involves helping with forms or making phone calls. In reality, independent advocacy is about helping people understand their options, access the services they need, and ensure their voice is heard when important decisions are being made about their lives.
What is the most rewarding part of the role?
“It’s not just the big things that I help resolve that are rewarding, it’s usually more of the smaller things like how someone feels a little lighter after my visit or how I was able to help them understand a letter they received or even help them sign in to their smart TV so they can watch their favourite programmes. Knowing I can walk beside them during our time together and help support them with whatever they need, just feels incredibly awesome.”
Many of the adults supported by Shropshire PCAS face multiple challenges at the same time. Some may be struggling with health concerns, social care issues, housing problems, financial pressures and loneliness all at once. Having one trusted advocate who understands their situation can make an enormous difference.
What is the most difficult part of the role?
“A feeling of injustice. I find it hard to believe how some of the most vulnerable people in our community are treated. Some big household names should really know better sometimes, but rather than deflating us, it usually energises the client and I and we are then very much up for the fight!”
What is your most memorable experience with a client and why?
“There have been so many in nearly 18 months. Helping one client reduce their energy bill by thousands of pounds because it had been miscalculated and seeing the relief in their face was one. Supporting a terminally ill client at hospital appointments so he had someone there with him to help ease anxiety and help ensure another client received life-saving hospital treatment. Also, the times when someone looks at me and says thank you, you really helped me today – I cannot begin to explain how amazing that feels. Life is so short, so I never take for granted how huge it is to help spread this feeling whenever I can.”
These examples demonstrate the breadth of advocacy support available through Shropshire PCAS. While every client’s circumstances are different, the common thread is helping people overcome barriers that might otherwise prevent them from accessing the support and services they need.
Why is Shropshire PCAS important to you and your clients?
“Because there are so few charities in Shropshire like it supporting vulnerable, disabled people. We go to their homes and make a real difference. We are not overly focussed on the clock or KPIs, we are focused on doing exactly what our clients need and forging really positive relationships. These ingredients make PCAS such a unique charity that is such a lifeline to so many.”
Shropshire PCAS provides independent advocacy and support to adults aged 18 and over across Shropshire, Telford and Wrekin. The charity works with people who often have no family support, no one to advocate on their behalf and who may struggle to navigate complex systems alone.
What would you say to someone who is thinking of raising money for charity this year and why should they choose Shropshire PCAS?
“I would say it is an incredibly unique opportunity to support a cause that can sometimes be overlooked by mainstream fundraising. I cannot begin to describe how every single pound is helping vulnerable, disabled people feel better supported, that they can have a voice, their needs are important and they can feel less alone in their journey. It can be a very dark place for some, but PCAS brings much needed light and even some laughter too.”
To find out more about advocacy services in Shropshire, volunteer opportunities or ways to support Shropshire PCAS through fundraising and donations, visit www.shropshirepcas.co.uk.