City’s homeless population

office, for outreach workers the bulk of their work is done on the streets, with the people who need them.

Over time, they can develop a relationship with the homeless – earning their trust.

“It is about keeping that relationship open, we are not there to be their friends but we do get to know them well,” Charlie says. “I think one of the advantages is that because we are working on the streets with people, they can be more open and relaxed with you.

“Because we are there day after day we develop trust, and it makes it easier for people to talk to you.“

But, Charlie explains, getting people to open up can often be incredibly difficult, and requires patience.

“People often don’t want to talk about their pasts, for weeks or maybe even for months, so you might just talk about their favourite football team or the weather,” she says.

“Then eventually they might start talking to you about why they are on the streets and from there you can help them into housing or other support.”

Late into the night the team are out trying to direct people to services that could help them, from the Samaritans bus service to the city’s various night shelters.

“We also work a late shift. We’ve been changing the hours recently, just to see if working later hours might help people.

“We just try and be on the streets for as much of the day as possible, so that we are as open as possible.”

Charlie says it is the successes – big and small – that keep her going.

“I like the variety of the job and the relationships you can develop. I think you can really make a difference and help someone get their life back on track.

“It is what motivates me to keep doing this job.

“I live in Cardiff, I have seen people who have been through the homeless process who have come out through the other side and are now living happier lives.

“Seeing things like that makes the job worthwhile.

“Often it is the small changes that are as positive sometimes as the really massive life-changing ones.

“Being able to give someone a little more independence or make somebody happier with their life – that’s a positive that keeps you going.”

Tomorrow: We speak to Susan Elsmore – the executive member in charge of housing and homelessness at Cardiff council – about her department’s work and the plans to tackle homelessness in the city. is what