Former BBC Head of HR: Can HR solve the care crisis hidden in plain sight?

The care crisis is here, and it's reshaping the workplace. But is HR ready to tackle it?

A KareHero webinar hosted by Stephanie Leung , founder of KareHero with Lucy Adams , founder of Disruptive HR and former HR Director at the BBC, explored how organisations can better support the 7 million working caregivers in the UK – many of whom juggle complex caregiving responsibilities alongside demanding careers.

With 8 million people on NHS waitlists and chronic illness rates climbing, caregiving responsibilities have intensified for employees.

"One in five employees in the UK is now a carer," Stephanie emphasised. Yet, caregiving – whether for aging parents, children with disabilities, or other dependents – remains a taboo subject in many workplaces.

Lucy, reflecting on her HR career, admitted she had not fully grasped the scale of the issue. "I didn’t realise the sheer number of employees balancing these responsibilities. It wasn’t something we talked about," she said, noting her own challenges caring for her ailing mother. "The unpredictability of care responsibilities – hospital visits, sudden emergencies – was the hardest part."

To watch the full webinar, visit our website – and check out our highlights below. 

Reframing HR’s role: From processes to people

Lucy’s journey inspired her to launch Disruptive HR, which challenges traditional HR norms. She advocated for a shift from rigid, process-driven policies to people-centric approaches. Her EACH framework – treating Employees as Adults, Consumers, and Humans – calls for HR strategies rooted in trust, flexibility, and empathy.

"Most HR policies assume a lack of trust," Lucy argued. "We’ve got to start with the belief that employees want to do the right thing." This mindset shift, she explained, is critical to supporting carers, who often need tailored solutions that accommodate their unique situations.

Breaking stereotypes about carers

Stereotypes around caregiving persist, Lucy and Stephanie agreed. "There’s an assumption that carers are older women, but caregiving spans all ages and genders," Stephanie noted, sharing stories of young professionals supporting grandparents or siblings. Lucy added, "We often forget that caregiving isn’t limited to certain cultures or family structures. It’s universal."

This diversity underscores the importance of listening to employees’ individual stories. "You can’t solve this with a one-size-fits-all policy," Lucy emphasised. Instead, she urged HR leaders to equip managers with the tools to have meaningful, empathetic conversations.

Practical solutions for organisations

Both Stephanie and Lucy highlighted strategies organisations can adopt to better support carers:

• Empathetic leadership: Lucy advocated for frequent check-ins, citing Atlassian’s approach of asking, “What are you working on? How can I help? How are you feeling?” as a model. "Short, regular conversations can make a world of difference," she said.
• Flexible working: Stephanie emphasised the importance of ditching rigid hybrid schedules. "True flexibility means accommodating individual needs, not enforcing arbitrary office days.”
• Carers leave and trust-based policies: While the UK’s Carers Leave Act mandates five unpaid days off, Lucy pointed to companies like Centrica offering six weeks of paid carers leave. "We trust employees to handle clients and budgets—why not trust them to take time when they need it?" she asked.
• Peer support groups: Creating Employee Resource Groups (ERGs) for carers can provide a safe space for sharing experiences. "ERGs are a starting point for creating visibility and dialogue," Stephanie noted.

A call to action

For HR professionals wondering where to start, Lucy’s advice was simple: Listen.

"Talk to carers in your organisation. Understand their challenges. You don’t have to have all the answers right away."

Stephanie added that awareness is often the first hurdle. "Many carers don’t even realise they’re carers. Creating a culture where they feel seen and supported is a game-changer."

Lucy leaves us with a powerful reminder: "Moments that matter define the employee experience. How you support employees during tough times builds loyalty and trust that no policy or pay rise can replicate."

The care crisis may be hidden in plain sight, but with empathy, flexibility, and forward-thinking leadership, HR can rise to the challenge.