16th September 2024

If there was ever a role that required superhero status, it would be that of a Resident Services Officer! The diverse role, carried out by two individuals, provides day to day support to our large cohort of village residents, and we were lucky enough to secure some time with those busy Officers to learn more about who they are and what they do.


The Dynamic Duo

Jenny Dowling has been working at SwanCare for two years, coming from an extensive health background. She spent seven years at Fiona Stanley in outpatient clinics covering 'every specialty', so why aged care?

"I always want to provide a service to others," said Jenny, "I like being active rather than staying behind a desk. I also like talking, which comes in handy in this job - I used to always get in trouble for talking too much!"

Moira Heddle has been part of the SwanCare family for just over a year after previously working in mental health at Graylands. The desire for a new challenge is what led her to Bentley Park.

"I love what I do because I meet so many different people," she explains, "also, the job allows you to have a laugh with clients - they call me the 'Purple People Eater' because it's my favourite colour... I wear purple scrubs and have purple hair, lipstick and glasses!"


SwanCare Resident Services

Jenny and Moira are part of the 'resource hub', located in the same office as the wider Home Care team. Home Care plays a key part in supporting our retirement living community, however the role of a Resident Services Officer is unique in itself.

Jenny and Moira, among many other duties, are available to support residents by providing advice on resources that can help promote their independence and wellbeing. This can include information on transportation, meal delivery services, local support groups, and so much more.

Additionally, they're on hand to help residents who require urgent, yet non-life-threatening assistance. To ensure they are readily available, the main priority is the emergency phone. The device is manned 24/7 by either Jenny and Moira, or the security team outside of office hours. If the emergency phone rings, everything else is dropped.

"Aside from injuries, the phone might ring if someone has fallen and can't move, or they could be locked out of their house," Jenny explained.

Another part of the role is helping people transition from the wider community to one of SwanCare's independent living units. This could be explaining anything from how to use the laundry services, to getting technical assistance renewing a driver's license, downloading an app or helping test pendant alarms. Jenny and Moira also liaise closely with the Home Care team should they identify a need which can be met by their services.


What it Takes

A day in the life of a Resident Services Officer is anything but average.

"It's hard to describe our role because it is so different to anything else," said Jenny, "One day I might be asked to fix someone's tie or locate someone's missing wallet left on a bus. The next I could be consoling someone who may struggle with poor mental health."

It's clear to see it takes a certain kind of person to suit the job. According to Jenny, being a multiskilled problem solver is a must.

"I've developed my investigative skills over time. Whenever I'm listening to a resident, I'm automatically identifying the need, how I can help, and what resources I'll need to do it. You become good at asking the right questions, but I'm still learning every day, with every interaction. Ultimately though, helping people begins by building rapport and forming trust. It's taken a while, but now people come to the office to find me because they feel comfortable doing so."

"We also visit new residents to introduce ourselves and help them settle in, which helps plant the seed for that relationship," Moira added. The ladies have a busy schedule, yet they facilitate their role with a wealth of positive energy and most importantly, a welcoming smile. It's a tough job, so what motivates them to do what they do?

"It feels good to help people," said Jenny, "We make a difference by contributing to a lot of people's outcomes, helping them succeed in remaining independent for as long as possible."

The humble pair are also very grateful to the wider team around them.

"It takes a team to make it work; we all have important roles that come together," shared Moira, "It's a beautiful place to work."

Jenny and Moira, you are both extremely valued members of our Swan Care family. The positive impact you have on our community is immeasurable, and we sincerely thank you for all you do.