Where Are They Now: Emily Heffernan – From Youth Service User to Youth Support Worker
When Emily Heffernan first walked through the doors of her local youth centre at just 10 years old, she had no idea it would lay the groundwork for her future career. Now, having completed both her Agored Cymru Level 2 and Level 3 Youth Work qualifications, Emily is working within the very service that once supported her.
We caught up with Emily to hear how her career has progressed since completing her qualifications, and how her own experience impacts her work today.
Her journey into youth work is deeply personal. Having accessed Monmouthshire Youth Service throughout her childhood and teenage years, she experienced first-hand the impact youth workers can have.
“They really helped me through some really hard times. I always saw them as role models,” she explains.
That experience stayed with her. When she was given the opportunity to begin her first Level 2 qualification, Emily saw it as a chance to give back to the organisation that had supported her so much as she grew up.
She said, “I just wanted to give back, and give young people the same opportunities I had. We were all teenagers once, so I wanted to show them they’re not alone. They say I’m part of the furniture now!”
Learning by doing
One of the most valuable aspects of Emily’s learning experience was the ability to work alongside her qualification.
She was able to apply her learning in real time rather than following a purely classroom-based route, developing practical skills while building confidence in her role. “I learn best by doing. Being able to go into work and apply what I’d just learned made a huge difference.”
This hands-on approach also helped her overcome previous challenges with traditional education, allowing her to build confidence in her abilities. “I didn’t feel academic in school, but this was different. It was more relaxed, supportive, and done at your own pace.”
The ability to immediately apply learning in real-life settings helped Emily develop both practical skills and confidence early in her career.
Building confidence from day one
Throughout her qualification, Emily developed key skills that she now uses daily in her role, which was particularly valuable when delivering sessions in schools and youth settings.
“One of the most useful things I learned was group work,” she explains. “I was able to deliver sessions around equality and diversity and having that knowledge gave me the confidence to lead those sessions.”
Being able to apply learning immediately helped reinforce her understanding and build confidence in real-world situations. Since completing her qualification, Emily’s role has developed considerably.
She now works across multiple areas of the youth service, supporting a wide range of young people and communities. “My role has definitely grown. I deliver sessions in schools, run workshops, organise trips, and plan activities. It’s much more hands-on now.”
Working across different settings has helped her develop adaptability and confidence. “No two days are the same, and every group of young people is different. You learn how to adjust your approach depending on who you’re working with.”
A project she’s proud of
One of Emily’s proudest achievements has been organising a large-scale skate jam event.
Drawing on her own interests and experiences, she planned and delivered the event, securing sponsorship and bringing young people and their friends and families together from across the community. “I managed to organise the whole event and get around £800 worth of sponsorship from skate shop in Cardiff.”
The event didn’t only provide opportunities for young people to take part in activities. There was also a strong sense of community felt throughout the day, something Emily remembers well, “Some of the winners gave their prizes to others who couldn’t afford equipment. It was really nice to see that kind of support between them.”
Emily said that organising events like these is something she particularly enjoys to directly see the impact of youth work on young people, commenting that she’s looking forward to planning more events like these in the future.
Adapting to young people’s needs
As Emily’s experience has grown, so has her approach to working with young people.
She highlighted the importance of adapting to different settings and individuals. Whether working in open access sessions or more targeted groups, Emily told us that she tailors her approach to ensure young people feel supported.
“The biggest change has been my confidence and understanding how to approach different groups. You can’t approach every group the same way. It’s about reading the room and understanding what they need. For example, working with LGBTQ+ groups requires a different approach compared to open access youth settings. The course helped me understand this, and my experience within my role has helped me refine it further. It’s about building relationships and knowing when someone needs support, compared to when they just need someone to listen.”
Looking towards the future
Having discovered a passion for learning through her qualification, Emily now actively seeks out further training opportunities, and is now considering progressing to a degree in the future.
"My goal is to keep learning, gain more experience, and take on more responsibility within my role. I want to become the best youth worker I can be and continue making a positive impact!”
When asked what advice she’d give to those looking towards a potential career in youth work, Emily said:
“I would say just go for it! “It’s one of the most rewarding jobs you can do. Even the smallest things can make a big difference to a young person. If you’re unsure, don’t let that hold you back. If you feel like you could make a difference then it’s worth pursuing. Young people need support, and the work you do genuinely matters. Your team becomes like a family. They support you as much as you support the young people.”
Coming full circle
Emily’s journey highlights the lasting impact that youth work can have, not just on the young people it supports, but on those who go on to build careers within it.
From accessing youth services as a young person to now delivering sessions, leading projects, and supporting others, her story is a clear example of how the right opportunities and support can shape meaningful career pathways.
With ambitions to continue her training and progress into further education, Emily’s journey is still evolving. What remains clear is her commitment to making a difference, and ensuring that the same support that once helped her is available to the next generation.