Facing challenges with familiarity: Level 3 Facilities Management apprentice Nikki Walker

We heard from Nikki Walker, a student with a disability who made use of a number of creative tools and planning techniques to support her in completing a Facilities Management Level 3 Apprenticeship with Apprenticeships+.

Embarking on a course of study such as an apprenticeship can present a series of great unknowns. For students with physical or mental disabilities, these unknowns can add extra intensity and complexity to their learning experience.

We talked to Nikki Walker, Area Manager at Pinnacle Group, a leading provider of housing, neighbourhood and community-facing services across the UK. Nikki has a disability which leads to physical and cognitive challenges. She shared her experience of completing the Facilities Management Supervisor – Level 3 Apprenticeship with Apprenticeships+.

Tell us a little about how you got into your current role?

I started out in Facilities Management (FM) as part of a central admin team. From there I got exposure to the operational team, and was really keen to head in that direction. I was able to shadow various managers and team leaders until I was lucky enough to be offered a position as contract manager. I looked after the cleaning teams for a large corporate contract, delivering commercial cleaning and waste services in office buildings. 

I moved between roles, and unfortunately I was made redundant during Covid. I joined Pinnacle group as a Contract Manager in August 2022, looking after the cleaning, grounds maintenance and bulk waste services on a social housing contract, on behalf of the local authority. I was promoted to Area Manager after a year, which is the role I am in today.

What led you to start an apprenticeship with Apprenticeships+? 

I had previously completed the Business Administration – Level 3 Apprenticeship with Apprenticeships+ as part of my admin role. I was keen to complete a similar apprenticeship for the operations role, so when I spoke with my line manager, he made me aware of the partnership between Apprenticeships+ and Pinnacle group.

What did you find challenging about the course?

I have Fibromyalgia, which affects me physically and also mentally. I experience dynamic pain all over my body every day, and the level of pain varies from very uncomfortable to unbearable. The pain causes mobility issues for me, and I use a walking stick, rollator or, on occasion, a wheelchair to move around. My condition causes chronic fatigue, which leads to cognitive challenges and difficulty with memory. Things like extra studies have to be planned to ensure that I don’t “burn out” from overwork. This means scheduling study periods, and time for research and assessments around my daily obligations. 

Revision for assessments was very challenging, as I struggle to retain and retrieve information. My condition also causes chronic anxiety, so group study sessions, face-to-face assessments and interviews lead to panic attacks. This was one of the biggest challenges, and required a lot of support from my tutor, Rod, to ensure I was familiar with the processes and what to expect in advance to try and ease the issues.

I was able to speak with the assessor prior to the assessment so that I could familiarise myself. She also explained what the session would look like and what I could expect, which really helped. The end of course test was also challenging, as I struggle with memory loss. I was afforded additional time to complete it because of my disability, which helped. I had to prepare a lot in advance, and Rod provided flash cards to help with revision.

What did you like most about your course? 

Rod was excellent and so supportive. We discussed my disability and some of the challenges that presented, such as anxiety. He was so good at adapting the sessions to ensure that I was comfortable. The course material was clear and easy to follow, and Rod made the sessions fun and informative.

What were the highlights of the course? 

The session being broken down into modules really worked well for me, and allowed me to learn in bitesize pieces. My disability can impact my cognitive skills, which affects my memory, so being able to learn in small chunks was really beneficial for me.

How did the college support you during your course?

Rod was amazing – he was on hand whenever I needed him, either via telephone or MS Teams. He would review papers for me to make sure I was on the right track, and went through topics in detail when I struggled with memory loss. Rod provided flash cards to help with revision, and made sure I was well-informed about what to expect for the end of course test and discussion. Rod went above and beyond to make sure I was accommodated and comfortable. The college gave me extra time on my test and discussion to accommodate my disability.

How did your workplace support you during your course? 

My line manager afforded me the time I needed to complete all coursework, even allowing me to work from home so that I had minimal distraction. My disability causes chronic fatigue, so when studying I can often get overwhelmed which can cause the fatigue to worsen. Being able to work from home means I can rest in between sessions. My line manager also made sure I had exposure to other areas of the business when certain subjects were not part of my current role.

How has the course helped you in your current role?

I have a greater understanding of my role and of Facilities Management within the workplace. I was able to utilise the various management styles to assist me in becoming a better manager.

What advice would you give to anyone thinking about doing the course? 

Do it! It’s a great course and you can learn so much.

What’s next for you? 

I will continue to grow as a manager, and develop my knowledge and skills.

If you’re looking to learn while you earn and expand your knowledge and skills, Apprenticeships+ offers a number of apprenticeships across a range of subject areas. Our colleges and courses are designed to be accessible, and we are dedicated to supporting and providing appropriate adjustments for all students with disabilities and learning needs.

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