A Holistic Culture of Care at Forward
Hi, I’m Joumana, the Personal Care Manager at Forward. I oversee the department, ensuring that both clients and support workers receive the attention and support they need – especially during the holiday season, when feelings of isolation and mental health challenges can be more pronounced.
At Forward, a lot goes into ensuring that this festive time is as nourishing, supportive and undisrupted as possible. In this article, I share some insights into all that happens to ensure everyone’s wellbeing is supported.
Supporting Clients in the Community
The holiday season can be especially difficult for clients, as feelings of loneliness and emotional distress tend to increase. To ensure that our clients are well-supported during this time, I prioritise reaching out directly to check in on their needs. These wellness checks provide clients with the opportunity to voice any concerns or challenges they may be facing, allowing us to adjust care plans or provide additional support as needed. Whether it’s arranging extra visits, helping with specific tasks, or simply offering a listening ear, our goal is to make sure clients feel cared for, connected, and not alone.
Early, Proactive Planning.
As part of our proactive planning, we ask clientsto notify us early of any planned holidays or time away, so we can ensure that we have adequate coverage in place for their care needs, and that we can adjust schedules and staffing accordingly. Whether clients are planning trips, family visits, or any other changes to their routine, providing us with early notice means we can avoid disruption in care and ensure we can continue meeting their needs.
Supporting our Support Workers
Our support workers are the backbone of the care we provide, and their well-being is just as important as that of the clients they assist. We recognise that caregiving can be both physically and emotionally demanding, particularly during the holiday season when stress levels tend to rise. While our rostering coordinators manage the scheduling of care, they also play an active role in supporting our care team. They regularly check in with support workers, especially after challenging shifts, to offer an opportunity for debriefing. This process ensures that carers do not carry the emotional burden of a tough day home with them, helping to prevent burnout and allowing them to maintain a healthy work-life balance.
We also place strong emphasis on the importance of self-care across the entire team. Our rostering coordinators, alongside myself, regularly provide guidance and resources to support workers, helping them recognise the early signs of burnout and take proactive steps to care for themselves. By encouraging carers to set boundaries, take necessary breaks, and prioritise their own well-being, we aim to prevent stress from building up.
Additionally, we offer practical tools such as conflict resolution techniques and the practice of unconditional positive regard – treating clients and colleagues with empathy, respect, and without judgment. These strategies help foster a supportive and sustainable caregiving environment, ensuring that both carers and clients are supported throughout the holiday season.
Encouraging Self-Care and Preventing Burnout
In addition to the regular check-ins from rostering coordinators, I make it a point to reinforce the importance of self-care for the entire personal care team. We work together to normalise self-care, encourage taking breaks, and provide the tools necessary for managing stress. We also emphasise that seeking support when needed is a sign of strength, not weakness. This collaborative approach ensures that carers remain healthy, engaged, and empowered to provide the best care possible while also safeguarding their own mental and emotional health.
Creating a sustainable, well-supported care model
As the Personal Care Manager, I take great care in ensuring that both clients and carers receive the support they need for a positive, balanced caregiving experience. Each holiday season, we make sure we understand our client’s plans early, prioritise proactive planning, open communication, and mutual support. Leave requests are handled in advance to ensure continuity of care, and the wellbeing of our carers’ are also supported through regular check-ins and self-care resources.
Our ultimate goal is to ensure that everyone – clients and carers alike – feels connected, cared for, and prepared to thrive during the holiday season and beyond.
