— A Reflection on the Role of Process in the Work We Do
Over the years, I’ve come to realise that systems aren’t just background admin—they’re culture, written down. The way we do things, the routines we follow (or don’t), the expectations we assume rather than articulate… all of that is the system, whether we’ve designed it with intention or not.
When I go visit different settings or talk to different professionals —whether it’s an alternative provision, a specialist team, or a family-led learning environment—I often find that the pressure people are under isn’t always about the work itself. It’s the lack of clarity around how to do the work, or what’s expected, or who’s holding which part of the puzzle.
Inherited Systems and Invisible Friction
Most people are trying their best within inherited systems. A hand-me-down policy here, a “we’ve always done it that way” process there. These systems are rarely questioned, but they shape every conversation and decision. When a process is unclear or unhelpful, it quietly chips away at confidence, morale, and effectiveness.
One of the most valuable things I’ve learned is that systems don’t need to be complex—they just need to make sense to the people using them.
Why I Believe in Processes That Serve People
To me, a good system isn’t about compliance. It’s about support. It takes some of the weight off. It holds the work when people need a moment to step back. A good handover system, a consistent way to reflect, a shared understanding of language or values—these things reduce friction and help people reconnect with why they’re doing the work in the first place.
What matters most is co-creating these structures with the people who use them. If a process only works on paper but not in practice, it’s not fit for purpose. I’ve learned to listen first, then build.
The Bigger Picture
For me, systems are ultimately about sustainability. They give structure to good intentions. They allow teams to function without relying on individual heroics. And they create space for things like creativity, compassion, and care to thrive because the basics are being held reliably in the background.
A question I often return to is:
Where in your setting are people holding things together by instinct, rather than structure?
And what would it look like if the system started doing more of the holding?
If you’re exploring those questions too, and need someone to think it through with, feel free to get in touch. We would love to hear your reflections.