Before her arrival at Snaresbrook Crown Court back in 1992, Sue Ellis – the Witness Service manager there for the past 18 years – worked in the corporate sector for the petroleum goliath that is BP.
In fact, Ellis spent 15 years with the company as its training officer.
“It was an in-house operation,” explained Ellis as we chatted on Wednesday afternoon. “My responsibility mainly focused on the development of a programme of courses for new graduates that would turn them into well-rounded businessmen and women within a four-year timescale.”
By Ellis’ own admission, the role was demanding and involved much travel. Typically, three in every four weeks would be spent away from home, trekking up hill and down dale across Europe and running courses on (among other topics) marketing, refining and general managerial skills.
On leaving BP when an opportunity arose due to company function downsizing, Ellis decided to embark on some voluntary work with Victim Support.
“I knew it was high time I started to look for another career path outside of the private sector,” recalled the beautifully-spoken Ellis. “I needed a role where I could make an impression and feel that I was giving something back to society.” Both, of course, are most worthy and laudable objectives.
Birth of the Witness Service
As luck would have it, her current role was advertised in The Guardian. The Victim Support Witness Service was just starting up, both at Snaresbrook Crown Court and The Old Bailey.
On being accepted for the role, Ellis chose the former location as her base and, it’s fair to say, has gone from strength to strength ever since.
“Certainly this has never felt like a job to me,” chipped in Ellis. “It’s more like a hobby and a vocation rolled into one. When I started it was pretty much a blank canvass, and it’s fair to say our knowledge base at that time wasn’t focused on the courts. Rather, it was all about supporting the victims of crime. Looking back, what strikes me now is just how much knowledge we’ve gained through our experiences of, and within the court system.”
At first, Ellis detected some resistance from court staff towards the Witness Service operation. “Let’s just say they didn’t welcome us with open arms, Brian. Perhaps they felt their jobs were under threat because we were there. We did have to overcome a certain amount of prejudice. There were plenty of bridges to build, and I’m happy to say we’ve done just that.”
Eighteen years on, Snaresbrook Crown Court – located at Hollybush Hill in London’s East End – is the largest court complex of its kind in Europe by dint of hosting an impressive 20 courts.
For its part, each month Victim Support’s Witness Service at the court deals with an equally impressive number of 300 witnesses and their supporters.
Although there are two paid managerial posts – one of which belongs to Ellis – this most gracious of managers is quick to point out that the “real work” is done by the volunteers (of whom there are currently 30).
“They’re asked to attend court on at least one day every fortnight, and their day will typically start at 9.30 am. It may only last until 2.00 pm, but could go on into the late hours depending on the situation with the trials they’ve been allocated to manage.”
From induction programmes to ongoing training
Ellis’ own role is wide-ranging in scope. Career development, induction programmes, basic management and the ongoing training of volunteers are all part of the mix.
“On occasion I’ll deal with the witnesses in person,” admitted Ellis, “and I often liaise with the court management team, as well as the judges.”
As you’d expect, it’s often the case that witnesses attending court to give evidence are frightened – frightened of the individual(s) on trial, frightened of the court system and worried about possible reprisals.
“They can come to us in a highly distressed and nervous state,” explained Ellis. “The volunteers are trained to calm them down and make the whole experience as comfortable as possible.”
Allocation of the volunteer resources can sometimes be a headache for Ellis, who explained: “We often need to make a judgement call, Brian. This is often difficult, because the severity of the charge doesn’t necessarily reflect the impact of that crime on the victim. We fully understand that people are affected by crime in different ways.”
Pausing for thought, Ellis then continued: “We continually walk a fine line between supporting victims and witnesses to the fullest extent possible and being mindful that we mustn’t compromise any trial. We have to remain uninformed about the specifics of any given case. This is the point where the skills and personalities of our volunteers really come to the fore.”
Rewarding aspects of the role
What, I wondered, are the most rewarding aspects of Ellis’ chosen vocation? “When I see witnesses in a real state at the start of a given day, and find that they go home smiling having done something they thought was beyond them. To think that we’ve managed the process that creates such a scenario is very satisfying indeed.”
Aside from that, Ellis also derives much pleasure from recruiting, training and developing her band of volunteers.
“I remember one particular woman,” she recalled. “A graduate in law who came to us as a shy and retiring individual. In two years of developing her as a volunteer, the personality change was amazing and so, so positive. We lost her to another role, but I think one of the reasons she was successful on application was at least in part due to the confidence we’d instilled.”
Victim Support Witness Service volunteers at Snaresbrook Crown Court are somewhat different to volunteers in other walks of life in that the task ahead of them is both highly unusual in scope and extremely demanding.
Ellis recounted details of the six days’ basic training each must undertake, plus a minimum two-day pre-training observation period and a 13-day probationary period. Apparently, it takes between six months and a year for them to be accredited as a fully-fledged Witness Service volunteer.
“Most important of all,” outlined Ellis, “we need to be able to trust them implicitly when they say they’ll turn up at court. If they didn’t show, there’d be no-one present to look after the witnesses.”
Snaresbrook Crown Court: a Day in the Life of a Volunteer
Jackie Hardie is one of Sue Ellis’ volunteer team who help witnesses attending Snaresbrook Crown Court in London. Here, Jackie recounts a typical day…
“Snaresbrook is a kind of nowhere land in East London. It’s a station on the London Underground Central Line located on the thin finger of Epping Forest that pokes into the dense suburbs of Leytonstone and Walthamstow.
“Yet in spite of this anonymity, it has one outstanding building which is also home to Snaresbrook Crown Court – Europe’s busiest court and England’s largest, too, with 20 courts in situ.
“As you pass through the gates and approach the building from the nearby station, you could believe you were walking towards a stately home. There are sweeping lawns, massive trees and even a lake populated by swans and migrating birds.
“However, once you climb the two steps to the main entrance and pass through security, it’s obvious you’re inside a very busy court as bewigged barristers, uniformed police officers, witnesses, defendants and other citizens mingle in the large central main foyer.
“Snaresbrook Witness Service is housed in a suite of rooms in a wing away from the courts and, once a volunteer has registered their arrival in the office, they go into their own small Common Room in order to read the notes related to the cases they’ve been allocated.”
Checking in at the office
“After checking in at the office, witnesses and their supporters are taken into the secure Witness Waiting Rooms through the coded door.
“When a witness is giving evidence by video link, they may be taken to one of the court rooms with an adjacent video room or to one of three rooms in the same corridor as our office.
“That being the case, if you’re taking a witness to one of these rooms you don’t have far to walk. However, taking a witness to a court room video room, or accompanying those who are giving evidence behind screens is another matter.
“As we need to keep these witnesses away from the public areas, we have to pass through a maze of long, narrow corridors, steep winding stairs and a narrow passageway in the roof (aptly dubbed The Roof Link), all with ceilings of varying height and innumerable doors.
“At these times, it’s obvious that the building was not ‘built for purpose’. Rather, it’s a grand conversion. It’s a real labyrinth and, as you take any witness towards their designated court, the route offers the chance to talk about the building.
“In some places you look down at the birds on the lake, and this provides another opportunity for distraction. It feels as though the building itself has become a member of the Witness Service, giving both the witness and the volunteer something to focus on that’s remote from the case itself.”
Volunteers divided into different teams
“As a volunteer I usually attend court on Wednesdays. At Snaresbrook, the large group of volunteers is divided into different teams for each day, although most volunteers do offer to support on other days if needed.
“As is the case in every court, you never know what’s in store. Most of the team members are very experienced and have attended training for supporting vulnerable witnesses in video-link cases, domestic violence and murder trials.
“Some days you may have just one case, with a vulnerable witness who needs lots of support. On other days you can have as many as six trials allocated to you where no witness has been granted ‘special measures’, and this can mean a very hectic day as you’re constantly checking on the different groups of people.
“Some may be calm, some nervous, others angry or frustrated. All need to be supported in a way that suits them. As a volunteer, I have to think on my feet and be ready for anything, including how to deal with people displaying a wide range of changing emotions.”
Three cases in one day
“Only recently, on one day I was allocated three cases. One was a murder trial, another had two defendants charged with GBH with intent and the third was a case involving an alleged rape.
“All the trials were part heard and so my day started with reading the extensive notes left by volunteers who had previously supported the witnesses involved.
“I was apprehensive when I read that the family members of the murder victim were to attend court to watch proceedings. They were Somalis living as asylum seekers in Sweden, but who had travelled to London.
“When they arrived, I was relieved to find that they were accompanied by two family liaison officers and two interpreters, and that there were no other witnesses expected. I had to ensure the group knew how to find the Prayer Room and washing facilities as well as refreshment areas.
“During the day, I checked on them from time to time, tried to answer their questions and made sure they had everything they needed. The family liaison officers were providing the fullest support which meant that I could spend more time elsewhere.
“The GBH trial was scheduled to resume at 10.00 am and the two witnesses arrived early. They had been to the court before and knew where the tea and coffee-making facilities were, but both young men were very nervous and concerned about the possible repercussions of them giving evidence as the defendants were their neighbours.
“For these two individuals I had to seek out the police officer and the barrister so they could answer their questions about how to deal with any threats or harassment. Afterwards, I explained other support systems such as Victim Support – of course! – and tried to get them to relax.
“Fortunately, both were Tottenham Hotspur fans and, as their club had just enjoyed a famous victory (coupled with the fact I knew a little about players from the previous years), we managed to have a conversation on the merits of Spurs’ teams past and present before the first one had to go to court.
“He did not want me to stay with him, so I went back and sat with his friend, trawled my memory for football facts and continued our conversation so as to keep him as calm as possible.
“I knew the third trial I was allocated resumed at 2.00 pm, and that the witness would need me in Court. I had to make sure this man had access to support during the afternoon session.
“I checked with the manager and then introduced another of our team to him, and also warned the volunteer to brush up on their football knowledge in the lunch break!”
Pre-trial visit at lunchtime
“When lunchtime arrived, I managed to show someone around the court for a pre-trial visit. One of our team always tries to telephone the witnesses scheduled for such a visit in order to confirm it’s taking place. Frequently, such calls are prolonged as the witness not only needs to be reassured about how to get to the court but also about the visit and the trial itself.
“Notes are made, and these help the volunteer allocated to the pre-trial visit.
“At 12.45 pm, a police officer and the victim arrived for the pre-trial visit. She was a victim of domestic violence and had been granted screens. The victim was very nervous, and so the visit took almost an hour as I stopped frequently so as not to overwhelm her with information and allow her to gather her thoughts.
“On our return to the Witness Service area, the victim had a serious panic attack. We managed to get the victim to an empty video room, but we were so concerned that the police officer called an ambulance. Fortunately, this arrived in minutes and the paramedics took over. I informed the managers about what had happened and they took over.
“There was just time for a quick sandwich before my third case victim arrived. She was accompanied by an officer from the Sapphire Unit so, after introducing myself and checking that all procedures and facilities were familiar, I left the victim with the officer until it was time to go to court via The Roof Link.
“Here, the building proved to be a friend as we talked about its history and speculated about the previous occupants as we walked to the court.”
What makes the building so fascinating?
“So what is it about the building that makes it so fascinating? Snaresbrook has Royal connections: its foundation stone was laid by Prince Albert in 1841. and the building was opened by King Leopold II of Belgium.
“The Gothic splendour of the building is easy to understand when you realise the architect was Sir Gilbert Scott, the man who also designed St Pancras Station and the Albert Memorial.
“However, it was not built as a court. The building was originally the home of the Infant Orphan Asylum, brainchild of a Congregationalist minister by the name of Andrew Reed who wanted to provide accommodation and support for fatherless children of the middle classes.
“About 600 children lived there, which meant it was one of the country’s largest establishments as well as one of the best known charities of the time. It made Reed a household name.
“Queen Victoria was the first patron of what became known as the Royal Infant Orphanage and then the Royal Wanstead School, an educational establishment for disadvantaged children supported by their local education authority. However, spiralling costs and declining support from these authorities led to a financial crisis and the school closed on this site in 1971.
“Shortly after, the building was taken over by Her Majesty’s Court Service and had to undergo radical internal alterations, changing classrooms and dormitories into the court rooms and associated offices, cells and waiting rooms of a busy Crown Court.
“One place remained unchanged: the chapel. Here, it is possible to see the Victorian stained glass and wood panels of the original and, today, it hosts events such as the Court Christmas Carol Service. It’s also available for meditation and occasional counselling by the court chaplain.
“In one recent volunteer training session, our manager arranged for the archivist of the building to explain something of its history. There are wall displays in the main foyer and leaflets available if we need to revise our knowledge!”
Paperwork after the courts rise
“The courts usually rise at about 4.00 pm. It’s then time for the paperwork to be done and, if necessary ‘off-loading’ information to one of the managers. They’re always on hand to help and support as needed, and to find the answers to those unpredictable questions that frequently arise.
“There’s usually at least one pre-trial visit scheduled for the end of the day, but on this particular day it was the responsibility of one of the other volunteers in the team.
“As I leave, I always stop and look back at the building, the lake and the birds. It’s a calming image, and this helps me in my reflections as I put the day behind me.
“No matter what has happened, working as a volunteer has not only opened my eyes to some of the grim realities of our world, but also made me grateful for being able to do the work I do as part of a team of dedicated individuals and for having the life I have with my own family and friends.”
Jackie Hardie is a Witness Service volunteer at Snaresbrook Crown Court
Further information on the work of Victim Support
Victim Support is the national charity for people affected by crime. The organisation assists upwards of 1.5 million victims of crime every year, at the same time lending a helping hand to 250,000 witnesses in court.
Staff and volunteers are trained to provide free and confidential emotional support, practical help, advice and information to anyone affected by crime, whether or not the crime has been reported and regardless of when the act(s) of criminality actually took place.
In London alone, Victim Support trains over 750 volunteers every year who are then deployed to support the victims and witnesses of crime in their local communities, and in every criminal court across the capital.
It costs around GB pound 70 to train one volunteer for a day, and GB pound 1,120 per day for a group of 16 volunteers. That’s why all donations – individual or corporate – are gratefully received.
The national charity also runs the Witness Service and a national Helpline, the Victim Supportline (telephone number 0845 30 30 900).
If you would like further information on Victim Support, or you wish to make a donation, feel free to access the charity’s official website (a dedicated link is provided on the right hand panel of this page)
