Happy Living Care Team Manager, Jun Kerry, has degrees in English language and literature, Finance and Law. Jun has 20 years of experience in the customer service industry in Australia and is very familiar with Australian customs and the business culture. When she was preparing to make a choice for her new career plan, Jun had two choices. The first was an invitation from an Australian listed company, and the second was an invitation from Happy Living. Jun chose Happy Living. Read Jun’s story below to see why she chose Happy Living:
Why Jun chose Happy Living:
” When I applied for this job, Home Care Packages was very new to me, but when I read through the ad and started to understand what it was, I was immediately drawn to it. Having worked in corporations for so many years, this was the first one that based on our Chinese community. I had an offer at that time from a listed company, I did a bit thinking and reflection and strongly felt that I must do a career change to do my bit for my own community. The sense of belonging and contribution was so overwhelming, and I was so grateful that I was offered a role with HAPPY LIVING. Throughout the journey with HAPPY LIVING, I was able to regain my confidence and sharpen my native Chinese language. I started in the combined role of sales/care manager as the team was small and the clientele was growing rapidly. I have grown personally and professionally with HAPPY LIVING, and I am so happy I can do my bit to help the elders in my community. “
What to say to Chinese customers?
The situation of the Chinese elderly in Australia is not ideal, and the elderly care has become an important issue
Australian Chinese elders are a disadvantaged group, and this number is increasing. With the increasing number of Chinese immigrants, the Australian Chinese elders’ group is also growing. While more and more parents of new immigrants are also turning to their children, providing for the elderly has naturally become a topic of increasing concern for Chinese immigrants.
The traditional local provider makes the Chinese elders “ not customised “
There are currently more than 900 HCP providers, most of which are Australian local providers. Due to the differences between Chinese and Australian languages and cultures, Chinese elders always feel “ not customised“. Therefore, the quality of service is reduced.
For example, many Chinese elders say that language communication is a big problem in local Providers. In many cases, it is the elders who tell their children about the care requirements, the children then translate it for Provider, the Provider replies to the children, and the children do another translation for elders. After going back and forth many times, the elderly feel that they are causing frequent troubles to their children, at the end of the day, they feel they are being an inconvenience to make any requests.
Many Chinese elders are living in an “empty nest “, but I hope to do my part
After joining Happy Living, some of the Chinese elders live alone or with their spouse. Many of the Chinese elders have very limited English. In terms of home care allowance, my colleagues and I can provide meticulous care. But other daily tasks, some “empty nest“ elders really need more support. In Australia, the elderly can only rely on their children, the Australian government, and their Service Provider.
Therefore, I believe this job is very noble and significant.
To be successful in this role, enthusiasm and love are not enough, because we need professional skills to serve the elderly.
In terms of employee training, Happy Living has its own set of selection criteria: Care Managers who directly communicate with the elderly must have clear thinking, strong communication skills, and understand the age care industry, nursing and basic medical knowledge. Therefore, the Care Managers of Happy Living have backgrounds in Registered Nursing or social work, where these professions require a bachelor degree or higher study. This way, employees with both Chinese and Australian cultures can linke between the elderly and the Home Care Package.
Meanwhile, we have established multiple systems to detect the needs and risks of the elderly in a timely manner.
For example, our Incident Reporting System. Our employees have been trained through communication to find out whether the elderly have had a fall, have experienced domestic violence, or whether there are early symptoms of an illness, and they report to the corresponding department in a timely manner to give reasonable feedback.
Finally, I wish all elderly friends good health and a happy life.