From participant to senior mentor: Liam’s journey

Meet Liam Hill, Senior Mentor at CoAct Connect + BUSY At Work and the 2026 winner of CoAct’s Steve Lawrence Employment Consultant of the Year Award.

Liam works with jobseekers every day, helping them build confidence, overcome barriers and find the right job. What makes his approach different is simple. He has been there himself.

Liam’s journey started as a participant in the same building he now works in. Today, he supports others sitting on the same side of the desk he once did. His experience shapes how he works, how he builds trust and how he helps people keep moving forward.

Outside of work, Liam is an astrophotographer. He spends his time capturing galaxies, nebulas and comets. That hobby plays a big part in how he supports people. It has taught him patience, curiosity, a tailored approach, and how to adapt when things don’t go to plan.

We spoke to Liam about his journey and what matters most when supporting people into sustainable, meaningful work.

What was your journey into employment services?

I started as a participant myself. I was working part-time at Taco Bell, trying to build more stability. At the time, I was navigating the jobactive program, going through job search and training programs, just like a lot of people do.

When I was at my provider for my appointments or workshops, I found myself helping my fellow participants. I would show them how to sign in, where to go, and just try to make things easier for them. No one asked me to do it. It just felt right.

One day, my provider’s general manager was on site and noticed what I was doing and was impressed. I was offered a customer service role, and that was my starting point in employment services.

Since then, I’ve worked in a few different roles and kept learning. I moved into a mentoring role, and now I am a Senior Mentor. I still work in the same building where I started, which means I never forget what it feels like to be a participant.

How does being a former participant shape the way you work?

It changes everything.

When someone sits in front of me, I can honestly say I know what it feels like. I know what it is like to feel unsure, or to not know what comes next.

Because of that, I focus on making people feel comfortable straight away. I want them to feel heard and respected. I also try to give clear and practical support so they know what steps to take next.

I try to recreate the moment I was given a chance. That moment changed my direction. I want my clients to feel that same opportunity.

What do you think makes a good mentor?

For me, it comes down to kindness.

You still need to guide people and set expectations, but you can do that in a way that feels respectful and supportive. People need to know you are on their side.

I also think it is about understanding that everyone is different. What works for one person might not work for another. You have to take the time to understand what is really going on and then adapt your approach.

In a way, we are like guides. We are not making decisions for people, but we are helping them navigate around challenges and move forward in the right direction.

What are some common challenges you help clients with?

A big one is confidence, especially when anxiety is involved.

A lot of people feel nervous about appointments, interviews or even turning up. I understand that because I have dealt with social anxiety myself.

What I have learned is that avoiding it does not help. It’s about small steps. Just showing up can be a big win.

Sometimes I will say to someone, even if your anxiety is telling you not to come in, come anyway. We will take it one step at a time. Then we celebrate that step.

We also look at practical support. That could be training, workshops or referrals to other services. It is about building confidence in a way that works for each person.

How do you help people build confidence over time?

We break it down.

It starts with understanding what is holding someone back. From there, we look at the right support, whether that is interview practice, training or just having regular conversations.

We also celebrate progress, even the small things. Turning up to an appointment, speaking more openly, asking questions. Those are all signs of growth.

Over time, you can see the change. Someone who was quiet and unsure starts to take more steps, speak more confidently and believe in themselves.

That is one of the best parts of the job.

You are passionate about astrophotography. How does that connect to your work?

There are a lot of similarities.

With astrophotography, every target I capture is different. A comet moves differently to a galaxy or a nebula. You cannot use the same settings for everything. You have to understand how it works and adjust your approach.

It’s the same with people.

You can’t use the same approach for everyone. You need to understand what’s happening in their life and then tailor your support.

Astrophotography also teaches patience. Sometimes things don’t go to plan. You might miss the shot or have to start again. You learn to adapt and keep trying.

That is what helping people is like too. There are ups and downs, but you keep working towards progress.

What do comets represent to you?

Comets are probably my favourite thing to photograph.

They take the longest journey, and they are always moving. For me, they represent growth and change.

I think about that with clients. Some people have had a long and difficult path, but that does not mean they will not get where they want to go.

With the right support and time, things can change.

What advice would you give to someone looking for work right now?

Keep going, even when it feels hard.

It is okay to have doubts or feel unsure. Most people do at some point. The important thing is to take that next step, even if it is small.

Also, don’t be afraid to ask for help. There is support available, and you do not have to do it on your own.

Your journey will not look the same as anyone else’s, and that’s okay. What matters is that you keep moving forward.

What keeps you motivated in your role?

Seeing people change and grow.

When someone goes from feeling stuck to finding a job or building confidence, that is what makes it worthwhile.

I know how important that moment can be, because I have had it myself.

That is why I show up every day and keep doing the work.

Thanks again to Liam for sharing his powerful story and insights. If you’re looking for personalised support on your journey into work, education or training, CoAct can help. We have teams across Australia who take the time to understand your story and work with you to develop a plan that’s right for you.

Contact us to find out more.