Emma May Walker got into Southampton’s academy despite being rejected at first. She worked her way through to a more senior environment after facing a number of challenges and uncertainties. Now she is one of the most recognised names in her position in the Premier League. But Emma Walker is not a player. She is in fact, Southampton’s Player Care Manager and her path to leading one of the most praised departments in the country is one full of exploration, empathy and humility.

“I didn’t know what welfare was at the time,” Walker tells The Player Care Group’s students about her start in the role. “The day was so varied I didn’t know if I was coming or going but you suddenly get into the routine of what you’re doing.”

When she eventually got the chance to work in player care it was as an academy welfare assistant. Very little was clear about the role but Walker found herself thrust into an environment that initially dealt with administration, welfare and properties for the U23s.

A few years later, Walker took on host family provision, which was and still is the largest in the Premier League. What started as 32 host families for players aged 12 and up grew to 52 in just two years.

Given Southampton’s location, caught between the sea and forest on the south coast of England, the club’s youth catchment area is further in distance than other clubs. As a result of effectively being squeezed by the sea, the host family approach makes more sense for the club.

"If you can stay at home stay at home,” Walker says. “A young person flourishes when in their own environment but for scholarship level professionals it makes sense [for them to be with a host family] in order to integrate themselves more into the program.”

Today, Walker manages a special player care department, not only because of its diversity but also because the player care philosophy Walker has instilled at the club applies from the first team down to the U8s. Only one other club in the Premier League does it like this.

One of the big advantages of such an approach is that it is much easier to handle player care across teams when players transition between squads. Furthermore, there is a consistency to the care provided, the players feel comfortable throughout and there is a synergy to the process. 

“I’m someone who thrives on meaningful conversations with people so that I can understand them and incorporate that into the overarching strategy,” Walker says.

Walker acknowledges how grateful she is to work somewhere that trusts her to instil a philosophy across the entire club, although she is too humble to admit that it is her work that has largely made this approach possible.

Her eye for the small details have helped build that trust. The invention of the academy’s player care hub, a portacabin that provides a physical home for player care alongside Safeguarding, is perfectly situated so the players have to walk past twice a day on their way to lunch. With Emma’s interior design skills and the players’ input, the space is casual, comfortable and anything but a place where people go when something is wrong.

In a leadership role it’s tempting to think that Walker is focused on KPIs and strategy, but the truth is quite different.

“Everything in football happens so quickly which means you’re reacting all the time. If that means you have to provide the groundwork as a manager then you absolutely do.”

For that reason alone, Walker’s pathway through the academy and the club as a whole gives her a greater understanding of what is needed at different levels of the club.

The baseline characteristics between academy and first team player care are similar - reassuring, authentic, honest - but Walker believes one noticeable difference between the two is the need, in the first team, to be able to challenge people. In that environment, there is a fine line between being too strict and being liked.

“It’s a balance of making sure the player understands why you’re asking them to do something, but also supporting them with other needs so they know your intention is to help them and their family,” Walker says, before adding that expectation management is key. “Be honest with the player rather than overpromising.”

In an industry that is often unforgiving and ruthless, Walker’s work and journey to her current position as Player Care Manager deserve recognition. She has forged a way for the industry and many other women, and throughout she has remained humble - it is noticeable how many times she mentions her staff and their incredible work throughout her time speaking to The Player Care Group’s students. When asked about what makes her most proud though, it is clear to see why Walker is so well respected. 

“I sound like an old person but I’m so grateful to have been part of the journey where players go and make their debut. I’m just as proud as punch to see people I’ve nurtured and supported throughout my time at Southampton,” Walker says.

There is no doubt hundreds of players and staff will say the same about Walker.

Emma May Walker was speaking to the students & alumni of the ‘Certificate in Player Care’ on an exclusive live Q&A. For more information or to join the next cohort, please visit our education page here.

Jonathan Harding is a sports writer who cares about the person and the player, the coach and the community. He speaks German, is a father and tries to look after the planet. Graduate of Cohort 3 of the ‘Certificate in Player Care’ and will be writing various articles for The Player Care Group.