Service with a big smile

If you have a question about aged care, an NDIS problem that needs solving, or you need to chat to someone from our team, give us a call and you’ll get to speak to the wonderful Melanie Kirwan.

As Home Caring’s Customer Service Officer Mel works full-time answering our phones, fielding around 30 to 50 calls a day.

At any given moment, she’s helping people in different ways – giving advice on how to apply for a Home Care Package, connecting clients to our team members, explaining how disability care works, helping people understand our services.

With her bright personality and passion for helping people, it’s a job she was born for. “I meet so many different people on the phone which is great, because I love talking to people,” says Mel. “I love helping and being able to assist.”

Mel has plenty of wisdom to share when it comes to home care. As a Cert 4 nurse who has provided care for people living with dementia, Mel understands the customer’s point of view and what the care journey is like.

She says many of the people who call are existing customers who need chat to a team member, or people keen to find out more about Home Caring’s services. Some callers are also new to government-funded care and need help getting started. Luckily Mel is only too happy to help.

“Some people who call our number are unsure or even confused about how NDIS and Aged Care funding works,” says Mel. “I’ll explain it as best I can – how they can apply for government funding, how the NDIS or a Home Care Package works, the right people to talk to, the right numbers to call, even how disability accommodation works,” says Mel.

“Sometimes I’ll even look something up for someone, even if it’s not the type of care we offer! It doesn’t bother me, as I like being able to help.”

Michaela Brown, Group Chief Operating Officer of Home Caring, says Mel is an integral part of the Home Caring team. “Mel is kind and patient with all the calls she receives. No question is too small and she goes out of her way to help,” she says.

“She advises on how to access Home Care Packages and NDIS services, assists with problem solving and helps people connect with our home caring staff. Mel does a great job and gives her best for our customers!”

For Mel, it’s the customers that motivates her, and knowing that Home Caring is helping people stay independent, and families care for their loved ones.

“I love that we can help people have their independence. So many people just want to be in their own home. That’s why I enjoy being able to help them – or their loved ones – along the way. That puts a smile on my face, knowing that we’ve done something to help.”

Got questions about home care? Not sure how an Aged Care Package works? Just getting started in your NDIS journey? We’re here to help! Mel is your first point of call if you want to find out more about our home care services, or you have a question about aged care and disability care. Get in touch by calling 1300 875 377.