Case Study

Turning trauma into hope

26 Jun. 2026

When Susan steps into the Compass Centre education room at HMP Durham, she brings far more than a session plan. As a wing activities facilitator for the CFO Evolution Programme, delivered by Ingeus, she walks in with deep empathy, and a fierce belief that even the most complex lives can change.
Working in a recall prison, where people return to custody for breaching licence conditions rather than committing new offences, Susan and the small team she works in support individuals with layered, longstanding needs. Her classroom often holds up to ten participants alongside peer mentors, many navigating neurodiversity, care experience, homelessness and lifelong trauma. The goal is constant: offering practical tools, emotional insight and a sense of possibility.
“The vast majority of them have really challenging stories,” Susan explains. “Any bit of hope or motivation we can give is probably more than they’ve had before.”

A shared journey 
Susan’s ability to connect so deeply with the people she supports comes from her own journey.

After completing a 26 year military career, she carried her passion for welfare and restorative work straight into civilian life. The skills she honed supporting victims, delivering intervention programmes and helping people rebuild after crisis now power everything she does at HMP Durham.

A typical day involves Susan moving through a clear rhythm of support. Morning and afternoon sessions take place in one of the two classrooms, where she leads workshops on future focus and prosocial skills. Each session is tailored to the needs of the people she supports, covering conversations about identity, confidence and practical next steps.

Wednesdays are dedicated wellbeing days where she leads recreational, relationship building activities with both CFO participants and anyone else on the wing who wants to join in.

Between workshops, Susan manages session preparation, administration and supports with enrolling new participants. Through it all, she brings structure, warmth and a steady belief that change is possible.

Her guiding philosophy remains the same as it was in her welfare roles in the forces: “When you treat someone as human, it helps them treat others as human too.”

Breaking spirals with connection
Susan’s service came with personal cost. She has been twice diagnosed with Post-Traumatic Stress Disorder (PTSD), a mental health condition that can develop after experiencing or witnessing a traumatic event. Her first diagnosis was rooted in childhood experiences; the second came after years of exposure to distressing cases and operational work in Iraq.

After leaving the forces, she joined Ingeus in May 2025, drawn to CFO Evolution’s creative, holistic approach to rehabilitation.

In the classroom, she uses art, metaphor and flexible approaches tailored for neurodiverse learners. “I don’t enjoy standing and talking at people. Creativity lets you speak a different language,” she says.

With major milestones like Armed Forces Day and PTSD Awareness Month approaching, her team is planning themed activities to celebrate veteran resilience. 

Armed Forces Day is the UK’s annual moment to show pride and gratitude for everyone who serves. PTSD Awareness Month highlights the strength it takes to live with and recover from trauma. Together, they shine a light on courage in service and resilience long after.

“Service means dropping everything, going where you’re told, and doing it with a smile,” Susan adds. “Armed Forces Day recognises that sacrifice.”

Ultimately, Susan’s mission at HMP Durham is about interrupting cycles of neglect and violence with human connection, accountability and realistic hope.

“Most people I’ve worked with want to do better,” she says. “If you can help someone take even two steps forward, that might be two steps they never thought they could take. That’s why I do this.”