WHA has welcomed two new independent living co-ordinators (ILC’s) as we reshape the way we deliver services to our tenants.
Several years ago, each WHA scheme – Raven Court, Epsom Garden, Lowry Close, Lyon Court, and St John’s Court – would be run by its own warden. The cost to do this per scheme often made retirement living for some tenants, prohibitive and overly controlled.
Following a shake-up in how the WHA Retirement service delivers its services and a refresh allowing an increased focus at each scheme on the 5 ways to wellbeing, our four ILCs will cover all schemes together to maintain continuity and consistency of service for our tenants and help them to continue to live independently.
Kimberley Flynn, who joins us with a vast amount of experience in the adult social care and the housing sector in Warrington, added: “Our role is to enrich the lives of our customers. We are loving the challenge and are looking forward to making the role our own. It is exciting, there is so much potential.”
Rachel Flexen has been seconded into the role of ILC after seven years with customer service team.
She said: “While I used to chat to a lot of the customers on the phone as an advisor, I wanted to get out and about, see what I could do to support them to be more independent. With my strong background in customer-facing work in hospitality and retail, I really enjoy the direct contact with people, so this role is perfect.”
Apart from the day-to-day round of wellbeing calls to retirement customers, the problem solving, health & safety and ground maintenance monitoring, Rachel and Kimberley are on site to support customers with the many issues caused by lockdown.
Rachel said: “Since covid, communication has become even more important. Our residents are mostly over 60yrs, some customers are more vulnerable than others. Face-to-face contact took a huge hit and that can really affect people, particularly if they feel lonely or are vulnerable. The team and I make sure we are communicating effectively, making sure we go out to see those who may not see family or friends very often. Our customers have really missed that human contact and we have certainly missed seeing them too!”
Kimberley agreed: “You would be surprised about how fearful people have become about going back outside to do the things they have always done.”
“Previously, they might have jumped on the number 6 bus into town alone to take part in shopping or other activities, but they have become so used to shielding in their home, zooming with their families online, something like a coffee morning now seems quite alien and very daunting.”
Our Independent Living Co-ordinators signpost customers to services and community activities like our Over 50s LifeTime Centre at the Gateway in Warrington. They can also help customers decide how they might make their own way to events or to organise group transport.
Kimberley continued “We are here to help build back lost confidence – we do that gently and at customers pace with suggestions like ‘You don’t have to come every week,’ or ‘why don’t you come with me and Rachel?’ Comments like that can really build confidence.”
Rachel said: “We are planning to extend the LifeTime programme of activities based at WHA retirement schemes with increased coffee mornings and advice drop-ins, it’s also a great way encourage our customers to meet new people.”
Our Chief Executive David Cummins said: “It is vital that the first port of call for our tenants is a friendly face that can help solve their problems and make a WHA home and our community somewhere great to live. Rachel and Kimberley will do a fantastic job helping our customers navigate life post lockdown and we can’t wait to see the results.”
Find out what is going on for Over 50s at WHA’s LifeTime Centre.
