In this blog, we sit down with one of our most experienced and dedicated staff members, Brian, who is our Senior Services Coordinator. With a background in Business, Brian changed careers into the Disability sector in 2009 where he worked in a number of roles and then started with us in 2017. Brian has had a range of roles within Headway. In addition to his current role, Brian has been a Headway ABI Support Worker, Key Worker, House Leader, and Housing Coordinator.
Q: Can you tell us a bit about your current role within Headway?
Brian: “I do a mix of a lot of different things.Just to mention a few, I have a hand in managing some of our SIL homes, respite homes, as well as some of our community participants (service users). I also assist with establishing and reviewing policies & procedures, recruitment, risk management, and organising and maintaining person centred support planning in line with participant’s NDIS goals. Another major part of what I do is staff management, which includes general supervision, overseeing rostering, and performance reviews.”
“A separate division of my job is acting on behalf of our participants to help secure service agreements that align with their care needs. Someone living with an ABI can’t always vocalise what they want or need or may even have trouble making their own decisions. So if I (or my team) observes something that will help them live more comfortably or support them in achieving their goals, I have a big hand in relaying that back to their Support Coordinators, allied health professionals, public guardians, etc.”
“I just contribute wherever I’m needed. I make a big effort to be on the ground and know how my team is going. I’ll do random pop-ins to the homes and talk to the House Leaders and support staff. My priority is to ensure our team is well equipped to deliver the best care to our participants, and I do whatever I need to do to make that happen.I go above and beyond for both participants and support staff. That’s just who I am.”
Q: “As someone who has spent so much time managing participants living with an ABI, what do you think is the most important part of providing them with the right care?”
Brian: “If you want to provide high-quality care to someone living with an ABI, you have to understand ABI. It’s a disability that’s so different from person to person, so it requires staff to think outside of the box.”
“For example, someone with an ABI may struggle to communicate. Others might be okay with communicating but have difficulty expressing what they want or need. So we might present them with options, for example, and guide them in making decisions. It’s essential to spend time observing and making decisions based on what you know about each individual’s needs.”
“If I can expand on the qualities.” Brian continues. “You need to have patience and empathy. A great support worker has to pay attention to detail and be a team player. Most importantly, you have to love what you do, and you need to love seeing others succeed.”
Q: “Why do you love what you do?”
Brian: “It gives me so much purpose and joy to make a difference. I never feel like I’m going to work. I am so happy every day I do my job, I would not have it any other way.”
“I’m always on my phone; I’ll take calls on my time off. If someone is stuck or needs help, I will be there. The peace of mind knowing our participants are taken care of is so important to me, and I feel I have a duty to take care of them.”
“I work in management now, but I’ll go to any of our SIL homes and provide personal care if I’m needed. It’s all the same to me; just working hard to help and provide support. This is my purpose and calling, and I love what I do.”
Q: What do you think makes Headway ABI different from other providers?
Brian: “I truly believe the standard of care here is some of the best in Australia if not the best. The attention to detail we take when supporting our clients is individualised and genuine. I think this starts with the culture and team atmosphere set by our CEO and Board Members. “
“We all have a strong objective and mission when it comes to care.” Brian continues. “ We do not only do our best but we strive to be the best in the eyes of our clients and provide them with the best possible quality of life.There’s a constant reminder of who we’re serving and why what we do is significant. I’ve worked at other organisations, and it hasn’t come close.”
“Gaps can form when upper management isn’t on the ground level, working with the Carers and having those conversations; that’s not what Headway is. It’s a completely collaborative team, and we all make that effort to maintain exceptional standards, whatever it takes and in whatever role we work in…”
“I love being a part of a company committed to delivering beyond ordinary care; we actively advocate for each participant’s well-being and tirelessly work to elevate their quality of life. Being a Carer at Headway ABI is a privilege. Every day, I get to empower and support my clients in overcoming their daily challenges and helping them achieve their individualised goals. It’s a privilege. I love what I do and wouldn’t be anywhere else.”