Because of a SIM card, Phoebe can stay connected to her support network
12 October 2026
Being digitally connected has never been more important. Not only are phones a cornerstone of our social lives, they’re also increasingly the only way to access essential services and support.
That’s what Elli-Mae, one of the Customer Support Coordinators at our Young Parents Pathway in South Shields, found when one of the Customers she worked with appeared to be having trouble with her phone.
Phoebe* was 16, with a two-month-old baby, when she moved into a property managed by PfP’s Young Parents Pathway. After suffering a stroke during birth, Phoebe’s son lives with epilepsy and cerebral palsy, and had regular appointments at the GP and hospital to help manage his complex medical needs.
When Phoebe began repeatedly changing her phone number, her key worker Elli-Mae investigated.
“Phoebe isn’t diagnosed with learning difficulties, but through working together we have identified that she needs a bit more time to process and understand things. I realised she didn’t quite understand how SIM cards worked, and kept buying new ones but couldn’t afford enough calls, texts and data for her needs.”
Because of this financial hardship, Phoebe was struggling to make calls to support staff, friends and family, and the medical services her son relies on. As a result, she was travelling to stay with a friend every week to use their internet, and beginning to feel the detrimental effects of social isolation in the days between.
Ellie-Mae immediately put a referral in to Places Impact.
“It was a really quick process, and they delivered a SIM card directly to the Customer. She’s now on a six-month contract, and we will support her with extending it when that time ends. Financially, a 17-year-old with a baby is facing enough hardship, so this was just one weight off her shoulders.”
The new SIM card has enabled Phoebe to access essential services, and massively improved her feelings of connection with her support network.
This simple intervention removed a significant barrier, helping her to remain connected to healthcare professionals and People around her to access the support needed while caring for her child.
Read more heart-warming stories from our Customers and People.
People across PfP are making a difference through big and small actions every single day. To read more, check out more of our stories.
*name has been changed
**stock image used to protect privacy