For over three decades, Racheal Billington has been part of AFG’s story. What once began as a Casual Support Worker role to fit around raising a young family in the mid-90s has grown into a vocation spanning over thirty years.
As part of our Every Person Matters campaign, we chatted with Racheal to hear more about her long service at AFG and why working in Health and Social care really matters.
Growing with AFG
Throughout her 31 years at AFG, Racheal has worked as a Support Worker, progressed into management, stepped back into frontline roles during periods of organisational change, and returned to leadership as a Team Leader.
During contract changes and restructures, Racheal chose loyalty over leaving, temporarily stepping back into a Support Worker role during a period of transition before later applying for a Team Leader position.
“The reason I stayed was because I enjoyed what I was doing. I liked making a difference in people’s lives and I’m pretty loyal. I like to be loyal to those that looked after me over the years.”
Racheal’s career has taken her across multiple locations, leading her now to two properties, where she oversees two long-standing staff teams with strong retention.
Adapting to Change Over 31 Years
Throughout her career at AFG, Racheal has witnessed huge changes in the way support is documented – from paper diaries and landlines to digital systems, laptops, and integrated support planning tools.
“I decided that I either change with the organisation and grow with them or I need to leave, but I liked what I was doing.”
Racheal now actively supports her teams to use modern systems confidently, helping staff who may struggle with typing or digital documentation by encouraging alternative tools such as voice‑to‑text in the new MPR system. For Racheal, embracing change has been a key part of remaining effective and engaged in her role.
An MPR (My Performance Review) is a quarterly or biannual meeting between a colleague and their Line Manager which provides the opportunity to discuss their performance, development, share feedback, and raise any concerns they may have. The new MPR system which launched recently includes clear, built-in support to guide colleagues through each stage of their review, making the process straightforward and easy to follow. A selection of supporting materials, including guides and short videos, is also available to help colleagues feel confident and informed.
Frontline Leader Recognition
One of the defining moments of Racheal’s career is the story that led her to winning the Frontline Leader Award at the Stars of Learning Disability and Autism Awards.
While managing a property, Racheal recognised that a person supported who had complex health needs, but fewer physical disabilities was capable of living more independently than her environment allowed.
When a self-contained flat became available, Racheal proposed the idea of exploring it as a new option for the person supported. Working closely with social services, advocates, and both staff teams, the transition was carefully planned and supported and the impact that this change of environment had on the person supported has been profound.
“She smiles more; she gets out more. It’s just amazing to see the difference in her.
“All she wanted to do was go back to bed, lie down, go to sleep, didn’t want to go out for activities and we could never get her through the door. Where now here in the flat because she lives on her own with one-to-one support she just does more for herself. The difference in her is unbelievable.”
The award holds a place of pride in Racheal’s home, not as a personal achievement alone, but as recognition of the dedication, compassion, and teamwork shown by everyone involved.