Supporting our customers through Omicron wave

Taking the COVID-19 pandemic challenges in its stride, Multicap is adapting and expanding its response to the Omicron wave to ensure customer services are not compromised.

Multicap Chief Executive Officer Joanne Jessop said the organisation has its customers at the forefront of every decision made throughout the COVID-19 pandemic.

“Our priority has and always will be to ensure our customers receive essential supports in a way that is as safe as possible.

“We have increased Personal Protective Equipment (PPE) requirements for staff in some services beyond government requirements, increased cleaning and personal care measures and adapted rosters to redeploy staff as required,” she said.

Ms Jessop said Multicap’s genuinely caring staff have been the saving grace in recent weeks ensuring exceptional care for customers impacted by COVID-19.

“There are endless examples of staff volunteering to take on additional hours and work in unfamiliar roles or locations. Our corporate staff have worked on weekends answering our COVID Hotline phones, and our Service Managers and Service Leaders have stepped in to cover shifts with customers.

“With a number of our accommodation services customers unable to access the community as often as usual due to isolation requirements, staff have been very creative in encouraging our customers to remain at home.

“One of our teams in Gladstone pulled out all the stops to support their customer to stay at home by celebrating ‘Christmas every day’ in January – with each day filled with music, dancing, and even presents. It was a great outcome with the customer remaining safely at home for a full two days.”

Ms Jessop said Multicap, like so many other organisations during the COVID-19 pandemic, has needed to be creative in its approach to ensuring safety of customers, even at mealtimes.

“Our supported employees at our social enterprise, Monte Lupo Cafe, have been providing frozen meals to some accommodation houses in Brisbane to reduce meal preparation tasks for staff.

“We will continue doing everything we can during this incredibly challenging time to ensure our customers’ safety,” she said.


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