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Hortensia Santos is a member of the Pensions and Care team. She describes her role and working for the Government of Jersey.
Customer service is at the heart of Employment, Social Security and Housing (ESSH), and that dedication was recently recognised at the Jersey Customer Service Awards. The department was proud to be shortlisted in three categories, with the Service Hub team taking home the award for Contact Centre of the Year. It’s fantastic to see colleagues across ESSH recognised for their ongoing commitment to delivering excellent service to Islanders.
What inspired you to join the government and how did your career path lead you here?
My decision to join the government stemmed from a moment of personal reflection. I realised, “I don’t know what I don’t know.” That insight made me think about how many people struggle to make informed decisions simply due to a lack of knowledge. I wanted to be part of the solution, helping others navigate life’s complexities by contributing to public service and making a positive impact.
Can you share a bit about your background and how it influences the work you do today?
I began my career in commercial services, with a strong foundation in retail and hospitality. Working on the front lines taught me the importance of customer service, problem-solving, and resilience. These experiences shaped my ability to manage challenging situations and resolve issues effectively – skills that naturally transitioned into my role in public service.
What motivated you to choose your current role within ESSH?
I joined the Government of Jersey in 2017 as an Income Support Advisor at Customer and Local Services. Collaborating across departments and with external partners, I found deep satisfaction in helping vulnerable individuals. That experience led me to the Pensions and Care Department in 2023, where I now help administer the Old Age Pension and advise on supplementary benefits like Pension Plus, TV licenses, and the Community Cost Bonus. It’s rewarding to support people in meaningful ways every day.
What does a typical day look like for you on the frontline?
Frontline work is dynamic and often unpredictable. Each day brings new challenges – tight deadlines, complex decisions, and shifting priorities. But thanks to strong organisational support, training, and a culture of flexibility, we’re equipped to adapt. Our shared commitment to service creates a sense of unity and purpose, helping us deliver the best outcomes for the public.
What are the most rewarding and challenging parts of your job?
The most rewarding aspect is knowing that my work benefits the community and contributes to the greater good. The challenges lie in balancing high expectations with limited resources, but the impact we make keeps me motivated.
What unique skills or qualities do you bring to the role that help you succeed?
Driven by a passion for justice, I enrolled in law school in 2019 and earned my Bachelor’s degree in 2023. This journey sharpened my analytical thinking and deepened my understanding of the legal framework behind Jersey’s social security system. I’ve learned to interpret legislation, communicate complex ideas clearly, and negotiate effectively. My legal training also reinforced my commitment to integrity, transparency, and public trust – values that guide my work every day.
What role does teamwork play in your day-to- day responsibilities?
Teamwork is essential. Regular huddles help us align goals, share updates, and identify areas for improvement. Across government, collaboration is encouraged through quarterly meetings and internal communications, which keep us informed about new policies, data, and resources. This collective approach ensures consistent, timely, and effective service delivery.
What keeps you motivated and passionate about your work?
What excites me most is seeing the real-world impact – whether it’s helping a family find stability or empowering someone toward independence
What drives me is the opportunity to contribute to something bigger than myself. Being part of a team with decades of experience is inspiring – their behind-the-scenes work has shaped the government we know today. Knowing I can be part of that legacy keeps me passionate and focused on making a difference.
How do you balance the demands of frontline work and your own wellbeing?
Balancing work and wellbeing takes intention. As a mum of two girls, aged 13 and three, time management is crucial. I’ve learned that being busy doesn’t always mean being productive. Inspired by Jim Rohn’s quote: “Never start your day until you finish it on paper,” I begin each day with a clear plan. Prioritising tasks, staying disciplined, and reflecting on what helps me stay grounded. My role offers predictable hours and flexibility, which, combined with structured planning, allows me to meet work demands while maintaining personal wellbeing.
How do you think the work of frontline staff is evolving and what excites you about these changes?
Frontline work is evolving through better technology, rising customer expectations, and a stronger focus on diversity and inclusion. Digital tools help us connect with people more efficiently, while inclusive workplaces foster creativity and shared perspectives. Our team’s diversity reflects the community we serve, leading to better solutions and stronger engagement. What excites me most is seeing the real-world impact – whether it’s helping a family find stability or empowering someone toward independence. These changes not only improve customer experience but also shape a more resilient and forward- thinking organisation.
