The importance of building personal relationships, providing education and growth opportunities

Vicki:
I'm Vicki, I own Acacia Homecare,I started the business in 2019. So not only we do that locally where we are, but we actually do it on a global basis because we also help a charity as well.

Shaked:
What's unique about your specific agency?

Vicki:
From the day that anyone joins us, I've always said that we've got an open door policy, they can come and speak to me at any point, you know, we really, truly do listen.

We ask for their input and their ideas, but, you know, it's about looking after them as much as we look after our customers.

Shaked:
How do you make sure to retain your care?

Vicki:
Basically, it's about checking in with the carers on a regular basis. We do team meetings, we see them, we through supervisions, we constantly check in with them.

Shaked:
They join the company, next time they would see their manager would be 60 to 90 days.
When you need to do the reassessment, what do you do differently and how often do you check in with them?

Vicki:
I know all of our carers personally, I meet them on the inductions. If they come in for training, if they come in for their interviews, I actually go and personally meet them. So I have a real personal relationship with all of my carers. It builds trust, it builds credibility, and I also work out in the field as well.

So say for example, one of our carers is unable to attend a shift, I'll go and support the team
that's there by actually going to do the care calls myself, and they know that I wouldn't ask them
to do anything that I wouldn't do myself.

Shaked:
Do you see the results in the retention rate?

Vicki:
Yeah, I mean our retention is amazing. One of the very first carers that joined us is still with us today, and we've become friends. They are the ambassadors of our business, they're the ears and eyes, and it's really important to look after them.

Shaked:
So today the homecares are really trying to make a positive positioning to show for carers that you do have a career here, you can be here for the long run. How do you approach it?

Vicki:
I think part of our mission statement, on our ethos, is that it's all about education. We actually endorse that and support it. We don't cap what they can do, so even though they may start
in the field, there's no reason why they can't progress into other areas of the business, like the operations, recruitment, marketing, training.

We actually ask them- What would you like to do? Where do you see yourself in a year's time or two years time or five years time? And constantly remind them that the opportunity is there and see if they want to embrace it.

Shaked:
And if we have providers listening, and they want to be a part of this digital transformation- What would be the most important things they need to start with?

Vicki:
If you have a system like electronic digital system,you can upload and make changes straight away, So it's live. Whereas if it was pen and paper, not necessarily all those updates done so quickly, and it's not effective all the time.

Shaked:
What tips can you give also to providers, to keep their staff with them, and to prevent high turnover rate?

Vicki:
I think you really have to value your staff, you have to keep giving them positive feedback.
It’s really important to make sure that they get constant breaks, it's important to make sure that
you're there to support them all the time.

Shaked:
How we can make sure to provide our carers with a more consistent and predictable rostering?

Vicki:
From day one, we actually decided that we weren't going to do back to back calls.
We sent out the roster, all carers know the amount of hours that they'll be doing, but we've also done it so that they work in teams, and they work longer shifts for example, it gives them that financial stability as well.

Shaked:
How do you see the future of home care?

Vicki:
We need to change the myth about carers in the industry. We actually go into schools and talk to the youngsters and the next generation, because it's a life changing industry to be part of, and I think people don't realize that they've got care in them, and I think people just need to raise what their perceptions of care is in the home care industry.

Shaked:
Why should someone consider becoming a carer?

Vicki:
It's life changing, here’s so much opportunity to make a difference in someone's life, but also in your life as well. And people don't realize that it can help them become financially free as well because it's quite a lucrative industry to be in, but there's a lot of opportunity.

Shaked:
What would be your kit tip for new care providers?

Vicki:
Build those relationships, make yourself known and try and do something different, like, you know, create a unique selling point.

I have, I believe, a unique selling point for my business because I love what I do, I love people, I love making a difference. And I think when we talk to people, they've got to see that you actually genuinely care.