Our Feathers winner this month has been acknowledged for her first-class customer service, going above and beyond to make a meaningful difference to a resident. Congratulations to Amala Charles, our ICT Support Officer from the Administration team, here is her nomination:

“Amala Charles from IT Support Services recently assisted me by replacing the expired battery in my unit entry monitor and checking both of my entry door fobs, all with a friendly and professional attitude. During her visit, she noticed I was wearing a SwanCare personal alarm pendant and kindly offered to check it. She discovered the battery was running low and immediately arranged for a replacement alarm to be ordered.

Amala also followed up with a phone call and email to keep me informed about the upcoming transition from Tunstall to Umps, ensuring I understood the next steps and providing regular updates throughout the process.

This act of kindness, initiative and genuine care has been one of the best experiences I have had in my almost nine years living at SwanCare Bentley Park. As an 85-year-old resident who relies heavily on my personal alarm, it was the small but thoughtful actions that made such a difference. I am deeply appreciative of the professionalism and support shown by everyone involved.

I strongly believe Amala deserves recognition through the Feathers Award for going above and beyond with no obligation to do so. She truly walked the extra mile to help me.
Grateful thanks, Emilia Y.”

Fantastic work, Amala. This recognition is truly deserved. Your caring nature, initiative and positive attitude make a meaningful difference to our residents every day. Thank you for all that you do.

Category Winners

We’ve had some incredible feedback about our team’s performance last month and are thrilled to share our category winners.

COMPASSION - Alicia Peng, Dietitian - Hospitality

“I would like to nominate Alicia Peng for her exceptional support, dedication and willingness to help others. Alicia is always there when the team needs assistance. With her extensive experience and knowledge of the hospitality software systems we use, she consistently provides guidance, training and support whenever required. What makes Alicia truly deserving of recognition is that she often steps in to help resolve system-related issues that do not even fall within her official responsibilities. Rather than simply offering advice she takes ownership of the problem and works alongside the team to find solutions, making everyone’s work easier and more efficient. 

Alicias’ patience, professionalism and commitment to helping others have made a significantly positive impact on our workplace. She is always approachable and generous with her knowledge and genuinely invested in supporting the success of her colleagues. Her willingness to go above and beyond, regardless of whether a task falls under her role, demonstrates outstanding teamwork and dedication. Thank you, Alicia for your continuous support, leadership and the positive difference you make every day. Your efforts are truly appreciated.”

Amazing feedback Alicia! We’re so pleased that you were nominated so that we can acknowledge not only your compassion, but also your talents. Well done!

LEADERSHIP - Sandipa Phuyal, Assistant in Nursing – SwanCare Ningana

“Thank you for your great leadership and support on the floor. One of our residents was refusing care and you kindly stepped in and used effective communication to build rapport and encourage the resident to participate in their ADL care. Your patience and communication skills made a real difference. You are amazing! Your excellent time-management skills, dedication and hard work never go unnoticed. Thank you for being such a supportive and hardworking team member. Your leadership and willingness to help others are truly appreciated. Thank you, Sandipa for being a great part of our team!”

Sandipa your natural leadership ability shines through, the team are lucky to have you. Thank you and congrats!

SAFETY AWARENESS - Jamie Drzezdzon, Community Assistant – SwanCare at Home

“Jamie was providing social support services which included taking the person for an outing. As Jamie is the person’s regular staff member, she knows the person very well and was able to respond appropriately when the person experienced a medical episode during the outing. Jamie handled the situation in a calm, professional and supportive manner, prioritising the person’s safety and wellbeing. The person’s daughter and her husband expressed their sincere appreciation to Jamie for remaining calm and managing the situation so professionally. They were grateful that she took the time to provide them with a clear and detailed account of what had occurred, allowing them to understand the situation and follow up as required. The family said they felt reassured and at ease knowing their dad had been well supported and kept safe. Thank you, Jamie for your professionalism, calm approach and commitment to the person’s wellbeing. Your confidential response in a challenging situation made a significant difference to both the person and his family.”

Great work Jamie, this is a lovely example of safety awareness in action. Your work really does make a huge difference to the lives of our residents, of which we are grateful. Thank you, Jamie!

TEAMWORK - Ilton Ramiro, Receptionist – SwanCare Kingia

“I’d like to recognise Ilton from SwanCare Kingia Reception for his initiative and team spirit. When I mentioned that I was waiting for the Maintenance team to bring a filing cabinet to the Clinical Support Office, Ilton stepped in without being asked and collected it from outside the Maintenance workshop at Tandara. He then brought it to our office, helping us move forward with the printer setup. His willingness to help outside his usual role is a great example of teamwork and is genuinely appreciated. Thank you, Ilton. You didn’t have to do this, but you did!”

This is what Feathers is all about, going above and beyond what is required for the benefit of the team. You have a fantastic work ethic, well done Ilton!

About Feathers

The Feathers program allows us to celebrate staff members who consistently go above and beyond in their roles. As a reward for their efforts, winners receive Feathers points that can be accumulated to redeem items from our online prize catalogue.

Nominate someone!

Do you know someone who deserves to be nominated for next month’s Feathers awards?

Nominations are simple to submit! Visit any of our reception areas, and staff will assist you with filling out a short form. Residents, family members, and staff are all eligible to nominate, so please share your stories of those who make a difference in our community!