15 January 2026
Ellis Chestnut is often the first person someone speaks to when they're ready to ask for help. As an access worker at WithYou's Glasgow North West hub, she processes referrals and conducts assessments for people seeking support with drug and alcohol use.
It's a role that requires warmth, patience and the ability to really listen. Ellis has all three in abundance.
"Sometimes it's the first time anybody's ever opened up about what they're going through," she says. "They've obviously felt comfortable enough to tell me."
That conversational approach isn't just Ellis being friendly, it's central to how she works. Rather than rigidly following assessment questions, she lets people tell their story in their own way, flipping between topics as they naturally arise.
"If somebody starts talking about their physical health, I'll move to that section and then go back. It makes it easier for them because they feel like they're being listened to, not just filling in a form."
Ellis joined WithYou in October 2019 as a placement student whilst studying for her HNC in social sciences. When the pandemic hit and services moved to outreach, she'd already seen enough to know this was the work she wanted to do.
By September 2020, she'd successfully applied for a recovery worker position, splitting her time between WithYou’s Glasgow North West and North East hubs. But at 19, and without lived experience, she found the intensity challenging. When an access worker role became available in January 2021, it felt like the right fit.
"I'd been working quite closely with the access and engagement worker in the North East team and helping with assessments, so it just felt quite fitting to move into that post. I've been part of the furniture ever since.”
Four years on, Ellis knows her role inside out. Every day is different. She might be answering emails, taking phone referrals, conducting face-to-face assessments or talking someone through what support is available. Sometimes it's a family member calling, stressed and desperate to get help for a loved one. Other times it's someone who's never told anyone what they're going through.
"I always say to people, it's not like going to your GP and having to repeat everything you've already spoken about. Everything you tell me will be passed on to your recovery worker. So when they get allocated, they’re not going back to square one."
That handover process matters to Ellis. She creates a detailed snapshot covering substance use, recovery goals, mental health, physical health, social circumstances and any risks identified. It means the recovery worker isn't going in blind, and the client doesn't have to start their story all over again.
But it's the moments of human connection that Ellis values most. When someone thanks her for taking the time to listen. When a caller asks if she can be their worker because they felt so comfortable talking to her. When a person seeking help unexpectedly tells her: "I've had a really nice chat with you."
"That makes me so happy. They trust me enough to let me into their story. It’s partly why I love my job so much"
Ellis lights up when she talks about seeing clients progress through the service. From that first nervous phone call, through one-to-one support, attending group sessions and eventually reaching graduation, where they receive certificates for completing programmes.
"We recently had a client who said, 'Last time I was given a certificate I was in jail.' And now he's drug free, coming off his prescription medication. Just to know that we've done that — well, he's done it, the hard work is his — but that he's felt supported through that journey."
That sense of pride extends beyond the service itself. Last year, Ellis volunteered at TRNSMT festival, representing WithYou at their harm reduction tent.
"People would come for a water bottle or a drinks condom, but they'd ask, 'What do you do?' And sometimes they just wanted a chat. It was brilliant being there as part of the WithYou team."
Ellis is full of praise for her dedicated colleagues at WithYou.
"I don't feel like there's anyone in this team who’s not brilliant at what they do. Whatever client, whatever worker they go to, you know they're going to get the right level of support. I think that's a testament to the team."
After six years in the field, Ellis is clear about what keeps her motivated.
"Sometimes someone will say, 'Thank you for understanding.' And I think, 'Thank you for trusting me.' That's what matters."
If you or someone you know needs support with drugs or alcohol, Ellis and the team are here to help. Find out more about our free, confidential support for anyone aged 16 or over in the north west of Glasgow at wearewithyou.org.uk/local-hubs/north-west-glasgow
