“I lived that experience – I can relate to how they are feeling.”

Working in education welfare requires resilience, compassion, and a deep understanding of the challenges pupils and families face. Naomi Coupland, a Senior Education Welfare Officer (SEWO) with the Education Authority (EA), shares her journey into a career in social work, her role and responsibilities, and the skills needed to make a meaningful impact.

A calling to care

Naomi’s career in social work and education welfare has been shaped by her own life experiences. “I believe the answer to why I was drawn to caring roles lies somewhere in my childhood,” she reflects. Growing up with adversity, including financial struggles, bereavement, and supporting a sibling with disabilities, Naomi developed a deep sense of empathy and a desire to help others navigate difficulties.

“Experiencing hardship early on in my life helped me foster a deep sense of empathy and compassion for others and develop a strong desire to help others avoid or cope with similar difficulties.” She also credits strong role models, particularly her mother and sister-in-law, for encouraging her to pursue her potential and return to education as an adult.

The path to social work

Naomi’s path into social work was not linear. She left school at 16 years of age, and pursued a number of different roles including as a social care practitioner, classroom assistant, retail assistant and even as a volunteer.

It wasn’t until she was 30 years old, that she decided to return to education.

“My mother encouraged me to revisit education and consider carving something out for myself for a career,” she recalls.

Encouraged by her husband and sister-in-law, she pursued an access course at the Northern Regional College and additionally completed counselling training, which led her to be able to do volunteer roles supporting parents and bereaved individuals.

Her career progressed through roles in mental health, advocacy, and homecare before she ultimately pursued the Degree in Social Work through Queen’s University, Belfast.

“I didn’t believe I was good enough to undertake a degree or attend university,” she admits. “But I eventually realised that I couldn’t progress into more senior roles without the social work degree.”

With persistence and encouragement, Naomi achieved her degree and found her calling in education welfare.

A day in the life of a Senior Education Welfare Officer

No two days are the same for Naomi. “An average day is busy and full-on and can be very unpredictable,” she explains. As a senior officer, she oversees ten Education Welfare Officers (EWOs), ensuring they have the guidance and support they need. “My door is always open for questions, a space for a problem to be shared, and anything in between.”

Her role involves policy implementation, case management, training, and collaboration with multiple stakeholders, including schools, social services, the PSNI, and community organisations. She often chairs planning meetings, applying problem-solving skills and social work expertise to support pupils and families effectively.

Understanding low school attendance

Addressing low school attendance can be a significant part of Naomi’s work. Social work can look at this through a different lens to look for a solution. She has found it to be influenced by various factors, from chronic illness and mental health challenges, to financial difficulties and family instability. “It is widely documented that significant waiting lists for autism assessments and mental health support can affect outcomes for children,” Naomi says. This lack of early intervention can make attendance issues worse.”

Practical barriers like access to transportation, lack of appropriate clothing, and financial constraints also play a role. Negative school experiences—bullying, disengagement, or poor relationships with teachers—can further discourage attendance. “Families and students may not fully understand the importance of regular school attendance and how it can affect how well young people do at school.”

Naomi’s personal experiences allow her to approach these challenges with a unique perspective. “I am more culturally aware to some of the barriers children and young people face because I lived that experience – I can relate to how they are feeling,” she says. She believes this background helps her build trust and advocate effectively for pupils.

Creativity and investigation

Creativity in building relationships is essential for Educational Welfare Officers, especially when families are hesitant to engage. “It might appear impossible to keep a good relationship with a family, when you also have to engage with a court, but this is not always the case if the relationship has been built on a solid foundation of respect, integrity, transparency, and honesty,” Naomi says.

She and her colleagues have developed innovative approaches to address attendance issues. One successful initiative is HERO: Here Everyday Regularly On-time—a primary school programme using superheroes to promote attendance.

Listening to young people and families, she has also helped establish attendance clinics and post-primary workshops, ensuring early intervention and support for struggling students.

A rewarding career

For those considering a career in social work, focusing on education welfare in particular, Naomi’s journey is a testament to the power of resilience, lifelong learning, and the difference compassionate social work can make. “I always ask myself how I would want to be treated by a social worker,” she reflects. “This simple question keeps me humble and ensures I work with kindness and consideration for everyone person I work with.”

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