Eileen Gape, Welfare Officer

I've been working as a Welfare Officer at BEN since September 2006 and cover all of Wales, Gloucestershire, Herefordshire, Shropshire and Worcestershire. I have a team of around eight volunteers to assist me with welfare visits and staying in touch with our beneficiaries - I simply could not do it without them.

My main priority is our beneficiaries. Most of my week involves visiting people in their own homes or, if they're homeless, in a mutually agreed place such as a coffee shop. Sometimes a face-to-face visit isn't possible, so I regularly have telephone conversations with people instead to find out how BEN can help them.

Often people aren't aware that they're also eligible to receive help from other organisations, so I help by making referrals on their behalf to other agencies and charities. A significant amount of my time is also spent doing paperwork; although this can be quite boring, it's vital in ensuring we're providing the right support in the best possible way.

The best part of my job is by far the contact I have with our beneficiaries. Seeing a family in desperate need, taking the time to get to know them, providing assistance in whatever way we can, and then seeing them come out the other side with hope for the future - that's the most fulfilling aspect of my work. Actually visiting somebody can shed light on the reality of their situation in a way that words on an application form simply cannot. And it truly can make all the difference.

I've worked in the NHS for 30 years, as well as Cancer Care and Bupa - but I can honestly say I've never worked in such a supportive environment as BEN. There is always someone to turn to and I have no hesitation in picking up the phone and asking my colleagues for support.