The power of connection

by KinCare — 24 June 2019

For Lorraine, there is nothing more satisfying than connecting with our Customers to help them solve problems in their homes and pursue new adventures and friendships. There’s just something about Lorraine.

As Customer Care Coordinator for Newcastle, Hunter Valley and the Central Coast, Lorraine supports her large portfolio of customers to remain living independently at home. When our Customers hear her voice at the end of the phone line, they immediately know she cares. It’s the way she really listens.

Lorraine is the maestro of problem solving – whether it be swiftly arranging a cleaning service for a Customer who can no longer do housework, getting a person who is frail some help to shower and dress each day, or arranging physiotherapy services after someone suffers a fall.

But there’s another critical part to Lorraine’s role – and it’s to help ensure our Customers get to experience the power of connection; to be seen, heard and valued by others.

Older age is a time when loneliness and isolation can creep in. This is very common when an older person lives alone, or has health problems, disability, or sensory impairments like sight loss that make it hard for them to leave their homes. Lorraine knows these Customers benefit immensely if they can feel more connected to others.

“We are always looking for new ways to give our Customers social support that is tailored to their needs.”

A big part is making sure each Customer is matched with the right Home Care Worker for them.

“I get to know my Customers well and who will fit with who, so I try to match them up with the best Home Care Worker for them. It’s so important to get the right mix there.”

Not surprisingly, technology has a growing role in helping older people stay in touch. For those who live far from friends or family, Lorraine will arrange support to connect online.

“With an iPad in their hands, our Customers can Skype their loved ones, go on Facebook, email family and friends and send photos. It’s terrific,” she says.

“We are always looking for new ways to give our Customers social support that is tailored to their needs.”

However, the happiest Lorraine sees many of our Customers is when they attend the regular social outings she helps arrange in her regions to “get them socially connected again”.

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It could be a flower festival, a Christmas in July lunch, a day on a farm, or a leisurely trip on a boat. She says Customers also enjoy simple local outings, like an RSL lunch, craft fair or a community musical.

Whatever the event, it is a priceless opportunity for people to get out and about, see new things and make friends. For some people who struggle to leave their homes, a KinCare outing may be their only opportunity.

“We try to arrange outings that will attract everyone and that everyone can attend no matter their abilities,” she explains. “We want our Customers with walkers and walking sticks to come, so we make sure the buses are easy access.”

Lorraine’s role is constantly stimulating and she says getting to know our Customers and supporting them in their homes makes her “trouble-shooting” feel hugely worthwhile.

For Lorraine, it’s simply magical to see the electricity when our Customers form new friendships – as it can be such an unexpected joy.

“I remember once there were two ladies chatting and when they got off the bus at our destination, they looked at each other and said, ‘I know you’. They suddenly realised their daughters had attended the same dance class decades ago. It was so nice seeing them connect again after so many years.”

Lorraine’s role is constantly stimulating and she says getting to know our Customers and supporting them in their homes makes her “trouble-shooting” feel hugely worthwhile.

“I’m inspired and grateful for the appreciation our Customers show for what we do to make their lives a little bit easier and help them stay in their homes for longer than they expected,” she says.

“When a Customer is satisfied, that’s a great outcome. I know I’ve done my job.”

Have a question to ask?

Get in touch with one of our Customer Care Managers, we’ll be happy to help you with any questions you may have.

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