13 April 2026 –
What does it take to keep a place like LandWorks running smoothly while preserving the care and humanity at its core? For Emma Richards, who joined as Operations Manager in October 2025, the answer lies in balance ̶ and six months in, she’s already seeing the difference that balance can make to the lives of people in the criminal justice system.
“I’ve spent most of my working life in roles focused on supporting people,” Emma explains. She began in advice work at 18 before moving into a long career with the Department for Work and Pensions (DWP) , where she spent nearly 20 years building a deep understanding of systems, compliance, and public services.
After starting a family, Emma’s career took a new direction. She co-ran a pharmacy in Ivybridge with her husband while also pursuing her passion for swimming as a teacher and coach. Alongside raising her children, she began volunteering with Citizens Advice ̶ a role that soon evolved into a leadership position as Operations Manager, overseeing a large team of staff and volunteers.
“That role helped me build operational and organisational skills,” she says. “It also gave me real insights into the challenges faced by people across all areas of society and ultimately led me here.”
As a regular customer at the LandWorks shop, Emma says she had long been drawn to the organisation ̶ initially by the beauty of its physical setting. But it was the charity’s distinctly human approach that truly stood out.
“After many years working in more target-driven environments, I was looking for something more person-centred,” she says. “What impressed me about LandWork’s was the unconditional positive regard that staff show to the trainees and graduates. People are treated as individuals, not defined by their past, and that creates a space where they can rebuild confidence and move forward in a meaningful way.”
Emma confesses that it took time to adjust to LandWorks non-hierarchical culture. “I have had to slow down,” she says. “At the DWP and CA it was all about trying to sort things out for people as quickly as possible, but here we empower people to resolve issues for themselves, as well as give them the time and the support to do that.”
As Operations Manager, Emma is responsible for ensuring the organisation runs smoothly while protecting what makes LandWorks special. “That means balancing structure and compliance with the need to maintain a welcoming and supportive environment. I might be focusing on governance and compliance one moment, and then supporting trainees, contributing to case discussions with the Health and Wellbeing lead, or working closely with Chris, the Project Director, to ease operational pressures and allow him to focus on strategic development,” she explains.
She also line manages staff, helping to create a supportive structure within the team so that responsibilities are shared, and no one feels overwhelmed.
Looking forward, Emma is focused on strengthening LandWorks’ operational foundations while protecting its unique culture. “Good operations shouldn’t just be about efficiency ̶ it’s about creating the space for people to be supported with dignity and care. LandWorks has brought home to me how important a human-centred approach is and the impact is can have when it is done well.”
She recalls one trainee in particular: “When I first met him, he lacked confidence and kept his head down. By the time he graduated, he was engaged, optimistic, and confident. Seeing that transformation is incredibly rewarding.”