Q&A with John Hughes: From Military Service to Residential Care

For Armistice Day and Remembrance Day, we spoke with John Hughes, Service Manager at Keys Group’s children’s residential care service in Wrexham. A former British Army officer, John shared his inspiring journey from the military to a fulfilling career in children’s social care, reflecting on the values and experiences that have shaped his work.

Background and Military Service

Q: Can you tell us about your time in the Armed Forces? What inspired you to join?

A: My inspiration to join the military came from my grandfather, who served in the Army, and my mother, who had a long career as a nurse in the NHS. Their sense of duty deeply influenced me from a young age. During my college years, I studied Public Services and gained insight into various uniformed roles, which further fuelled my desire to serve. At 16, I dreamt of joining the Army, even as the UK was engaged in conflicts in Iraq and Afghanistan, which worried my family. Encouraged by a former tutor who had served 24 years in the Army, I initially went to university but soon decided to follow my calling and joined the British Army at 21.

I served over three years in the Royal Artillery and loved every moment, from the camaraderie to the lessons in teamwork and resilience. The military provided a fresh start after facing personal challenges in my early life, and I felt like I finally belonged. However, my journey was cut short when a medical incident raised concerns about my heart health. Despite passing all fitness tests and proving my capability, the Army subjected me to prolonged medical scrutiny, and after an improperly fitted device failed to yield results, I was medically discharged, even though subsequent tests confirmed there was no underlying health issue.

Although my Army career ended prematurely, I never felt bitterness toward the experience. Instead, I embraced the personal growth it brought me. Returning to North Wales, unsure of my next steps, I remained grateful for the time I spent in the military, the values I learned, and the person it shaped me into. Even a decade later, I still miss aspects of Army life but appreciate the opportunities it gave me.

Q: How did your military service shape your values and work ethic?

A: The British Army operates by its own values and standards known as CDRILS — Courage, Discipline, Respect for Others, Integrity, Loyalty, and Selfless Commitment. These, much like your service number, are embedded in every individual who joins the Army through their training, and you are held accountable to them throughout your career. While the British Army’s values and standards do not have a direct translation into my personal values and work ethic, there are definite correlations between my time in the Army and my current work.

Transition to Civilian Life

Q: What challenges did you face when transitioning from military life to a civilian career?

A: The most challenging aspect of transitioning to a normal workforce was leaving an organisation that demanded and achieved extremely high standards through methods far removed from what is acceptable in civilian employment. The culture in the Armed Forces is very different from that in civilian careers, with the latter being more relaxed and empathetic to individual needs. Communication between personnel was also vastly different. The lack of a structured hierarchy, like ranks, was unusual, as being able to speak casually with someone like a Regional Manager or even the Owner of the company without the need for “Sir” or “Ma’am” was both welcoming and peculiar.

Role as a Service Manager

Q: How did you find your way into the care sector, and what motivated you to pursue this path? Were there any skills from your military background that helped in your current role?

A: After leaving the Army, I had the advantage of a strong support network at home, allowing me time to reflect and plan my next steps. Initially, I aimed to join the police, driven by a sense of duty and service, but I realised that both my education and military experience had limited my exposure to the “real world.” To develop my social communication skills, I sought advice from various sources, including Careers Wales and family, though none pointed me toward social care. By chance, I found a small ad for Residential Support Workers and attended an open evening. The diversity and challenges of the role intrigued me, and it felt like the perfect fit. Interestingly, I later learned my father had spent time in residential care, which deepened my understanding of the young people’s challenges.

Many skills from my time in the Army have proven useful in residential care, particularly the strong sense of teamwork and kinship that both environments foster. The CDRILS values I adopted in the Army — courage, discipline, respect, integrity, loyalty, and selfless commitment — translate well to working within a team. Additionally, the ability to adapt to dynamic situations, stay calm, and put others’ needs before your own, all honed through rigorous military training, have been invaluable in managing the complexities of residential care.

Q: Can you describe your current role as a Service Manager and how your military leadership skills help in managing your care team?

A: As a Service Manager at a children’s residential care home in Wrexham for the past year and a half, I oversee the daily operations, ensuring the team delivers excellent care, which was recognised in our recent CIW inspection where we achieved an ‘Excellent’ rating. I work closely with both internal and external professionals to evaluate care methods, ensure the home is safe, and support the team through recruitment, training, and managing new admissions. Each day is diverse, which I enjoy, as it allows me to work towards the shared goal of achieving positive outcomes for the young people in our care.

Though my leadership role in the Army was more supportive, as a 2IC for a section of 12 men, I learned to ‘lead from the middle,’ giving me an understanding of the team’s challenges and allowing me to reorganise and adapt in dynamic environments. This skill has directly translated to my role now, where I apply similar principles to guide my team, though with a different set of rules and a focus on nurturing relationships in a supportive, homely environment.

Q: What do you find most rewarding about working in children’s residential care, and can you share an example of a positive impact you’ve made?

A: The most rewarding part of working in children’s residential care is being a part of each child’s journey, celebrating their successes and supporting them through tough times. It’s similar to parenting – sharing the highs and lows, building memories, and earning the trust of someone who relies on you to meet their needs. While maintaining professional boundaries, it’s incredibly fulfilling to help shape their lives, teaching them essential life skills and watching them grow into adulthood. The privilege of making a positive impact, whether in months or over years, is something I deeply cherish.

One moment that stands out for me happened during my first CIW inspection when an inspector asked one of the children about their experience at the home. The child requested I stay in the room while they spoke, and they shared that their only regret was not moving to our home sooner. They thanked me and the team for providing them with new experiences and support during tough times. What touched me the most was when the child said they saw me as the second most important person in their life after a parent. That moment reaffirmed my commitment to championing for the children, and I feel blessed to play such a vital role in their lives.

Looking Ahead

Q: What are your goals for the future, both personally and professionally?

A: I’m still in my infancy in my Management career with lots to learn to improve on. Over the next several years I look to build upon our team’s success for both the young people we support and how this is recognised during annual inspections. Beyond that I believe there is a world of opportunity within the company, with direct and indirect progression on a professional level. Would I like to continue to progress upwards? Most certainly but I am in no rush to do so, I love my home from home, the region I work within and the people I work with.

Personally? To continue to enjoy life as a Father, to enjoy the small moments in life. This role allows me to have a good work / life balance, so I intend to continue to cherish the quiet life.

Q: What advice would you give to other veterans considering a career in the care sector?

A: I wouldn’t necessarily consider myself a veteran, as I didn’t serve overseas or face the hardships many do during deployments or long military careers. However, from my own experience, I would encourage others to push past the stigma that care is a ‘female’ or ‘weak’ career path. Residential care is challenging, but it’s incredibly rewarding, and the personal qualities instilled by the Armed Forces can accelerate your career in this field. Resilience, adaptability in tough situations, and personal drive are exactly the traits needed in this sector. If you’re looking for a challenge within a tight-knit group of like-minded individuals, where work feels more like a lifestyle (much like the Armed Forces), this is a career path well worth considering.

Remembrance and Reflection

Q: As we observe Armistice Day, what does this day mean to you personally?

A: Sacrifice, duty, pride, and gratitude are at the forefront of my mind when I think about Armistice Day. I reflect on my own time in the Army, wishing it had been longer, but I remain deeply grateful for those I met and served alongside. My respect and admiration for anyone who has served is immense, and I’m thankful for the sacrifices they made, which allow my family and me to live the life we have today.

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