With a background in accounting, Tran had spent much of her career crunching numbers while sitting in a back office on her own. But when Charlene from HR spoke to her about a position at SummitCare Canley Vale, she was intrigued. "I've never worked in aged care before," Tran said. "But the thought of being at the front desk, talking to people every day, and doing something meaningful for residents and their families - I jumped at the chance.”
Now, as the Manager of Customer Service and Administration, Tran's job is to make sure everything runs smoothly and people feel welcome. "I tell my staff to always have a smile on their face - because it makes other people smile," Tran said. Her approach to customer service is to genuinely connect with the residents and their family members.
An important part of Tran’s role are her administrative duties. "We make sure that what we do here aligns with all the Aged Care Standards and healthcare requirements,” she said, then added, “We manage all the paperwork involving the movement of residents, so information is always up-to-date. We also take care of payments, making sure contractors are paid on time and fees are collected."
Tran has worked hard to make a positive impact in her new role. Before she joined, there were no Vietnamese-speaking staff in the admin team, even though 50% of the residents spoke Vietnamese. "When I started, because I’m Vietnamese, I think it made it easier for the residents and their families to talk about their care and raise any questions or concerns with the Manager - and it’s the best thing that I feel I can contribute to my role here," she said proudly.
One of Tran's most cherished memories was helping a woman adjust to her new life at Canley Vale. The woman had always lived on her own and was very independent, but moving into aged care was hard and she felt scared. "I told her family to decorate her room to look more like what she had at home, to make her feel more comfortable," Tran recalled. She would visit the woman a few times a week for a chat, gradually helping her settle in. One day, the woman's daughter approached Tran with a smile. "She said her mother now has a second daughter and wanted to introduce me as her little sister. Making her mum feel comfortable made me so happy."
The journey into aged care has been an enjoyable one for Tran. "This is the first job where I get to talk to people on a daily basis. Moving into aged care was definitely the right thing to do. I absolutely love this job because of the people, it's a very supportive team,” said Tran, smiling. “I’ve also developed my customer service skills, which have become as important a skill as accounting.”
When asked about challenges in her role, Tran said, "For me, the most challenging thing is not having experience in aged care - which means I have a lot to learn. The managers from Liverpool and Smithfield are so wonderful as they come over to help train me and they are so supportive."
Tran has found immense joy in her work. "The best thing about my job is knowing that I’m helping people, and because of my background, I’m also able to help the Vietnamese community." Showing their appreciation for Tran, grateful families often bring the occasional treat. "All the families treat me like I’m a part of the family - like their own granddaughter and they bring food from home and fruit from their garden - it’s so sweet."
Tran's advice to anyone considering a career in aged care is simple. "It’s not an easy industry, it can be quite complicated but if you have a willingness to learn - you can do it. Think about it like helping your own grandma or pa. You can do it.”
