What does an advocate do? How can advocacy help vulnerable adults? What difference can one person make when someone is struggling with debt, housing issues, finances or their mental wellbeing?
These are questions we are often asked at Shropshire PCAS.
Our advocates support vulnerable and disabled adults across Shropshire, Telford and Wrekin, helping people navigate some of the most difficult periods of their lives. From housing and finances to health appointments and social care, advocacy can provide the support, confidence and reassurance people need to move forward.
One of those advocates is Jackie Copson, who first joined Shropshire PCAS in 2017 before returning to the team in April 2026. We caught up with Jackie to find out more about her role and what advocacy means to the people she supports.
How long have you been an advocate?
Since 2017 with a break of one year – back in post in April 2026.
Are you a volunteer or staff member?
Staff member.
Why do you do the job?
“It is unique and important role that brings great job satisfaction through being part of a team and working one to one with clients. I wouldn’t want to do any other job!
“I am part of a great team, I have an experienced and supportive manager, but I have autonomy in my role and that is very important.”
Advocacy is unlike many other support roles because it allows advocates to spend time building meaningful relationships with clients. Rather than focusing on a single issue, advocates often support people through a range of challenges, helping them regain confidence and access the services they need.
What is the most rewarding part of the role?
“Helping a client to overcome unresolved issues so that they can move on with their life and hopefully be more independent. This might be helping them to access services, get their finances back in order or supporting them with any number of issues where their voice is not being heard.”
Many of the adults supported by Shropshire PCAS are dealing with multiple issues at the same time. Financial pressures, health concerns, housing problems and social isolation can all have a significant impact on wellbeing. Helping someone overcome these barriers and regain their independence can be life-changing.
What is the most difficult part of the role?
“Situations can be challenging and sometimes clients can be challenging- often this is because they feel let down and abandoned by other services.
“It takes time to build up trusting, mutually respectful advocacy relationships and while PCAS is involved, clients will get that time.
“We just can’t help everyone who needs us.”
Trust is one of the most important parts of advocacy. Many clients come to PCAS after difficult experiences or after feeling that their concerns have not been heard elsewhere. Building confidence and trust takes time, patience and consistency, which is why the long-term approach taken by Shropshire PCAS is so important.
What is your most memorable experience with a client and why?
“I was working with a 55-year-old man who was in a terrible pickle with his paperwork and correspondence, his finances and debt and at risk of losing his tenancy.
“He was living on benefits and when I carried out an income and expenditure exercise with him, after paying bills he didn’t even have enough money left at the end of the month to buy a packet of sweets.
“His mood was very low, and he disclosed feeling suicidal at times and feelings of hopelessness.
“While going through his paperwork with him, I found documentation relating to a private pension that he had set up many years ago and had forgotten about.
“He didn’t have the confidence to call the pension company, so I did it with him.
(Lack of confidence to talk on the ‘phone was compounded by a strong regional accent so he worried that people wouldn’t understand him).
“He was amazed to hear that his pension was worth £20,000 and as he was 55 years old, he could draw down on that pension.
“I helped him to do this and after tax he received £16,000 as a lump sum.
“I then helped him to claim the tax back on the lump sum and he received nearly £4,000 back.
“When I finished working with him (after about 3 months), he was debt free, his bills were all set up to be paid by direct debit and his tenancy was secure. He also bought himself a laptop computer.
“Most importantly, when I asked him what difference it had made to him having a Shropshire PCAS advocate, he replied ‘I no longer want to end my life’.”
This story highlights the extraordinary impact advocacy can have. What began as support with paperwork became a journey that improved financial stability, secured housing, restored confidence and, most importantly, gave someone hope for the future.
Advocacy is often about uncovering opportunities and solutions that people simply cannot access on their own because they are overwhelmed, isolated or lacking confidence.
Why is Shropshire PCAS important to you and your clients?
“Because it is a unique service, free to clients and delivered in the main in their own homes with no need to travel to an office somewhere. For the client, a confidential and trustworthy advocate who does what they say they will do.”
One of the things that makes Shropshire PCAS different is its person-centred approach. Advocates meet people where they are, often in their own homes, and provide practical support tailored to their individual circumstances.
For many clients, having a trusted person who follows through on their commitments can make a significant difference during difficult times.
What would you say to someone who is thinking of raising money for charity this year and why should they choose Shropshire PCAS?
“The difference Shropshire PCAS makes to the lives of clients is immense and has a lasting impact.
“We can’t fix everything or get the client everything they want or need but we certainly try our absolute hardest.
“If PCAS doesn’t secure sufficient ongoing funding vulnerable people are left to cope alone and many simply can’t without our support and there is no one else.”
For more than 30 years, Shropshire PCAS has been supporting vulnerable and disabled adults across Shropshire, Telford and Wrekin. Every donation, fundraising activity, volunteer hour and corporate partnership helps ensure that people who have nowhere else to turn can continue receiving the support they need.
If you would like to learn more about advocacy and the services available, you may also find our articles on What Happens During Your First Visit From a PCAS Advocate?, How Advocacy Can Help Vulnerable Adults Live More Independently? and What Support Is Available for Disabled Adults in Shropshire? useful.