Meet Our Team: Su Liu, Care Manager

About Our Team

As a family-owned home care company, The CareSide sprouted from entrepreneurial roots in 2017 with a simple goal: deliver the best home care in Australia at the most affordable prices. Today, we’re a national provider with an ever-growing care footprint, supported by a team of diverse, mission-driven professionals who are sincerely passionate about providing the highest quality care possible. 

Su Liu is one of those professionals. Her passion for aged care and working with older adults began in school as she pursued a Master of Social Work degree. Upon completing her degree in 2021, Su became a support worker with The CareSide and was quickly promoted to her current role as Care Manager. Today, she works closely with her clients while implementing services and supports that allow them to remain safely in their own homes. Read on to learn more about Su and her experience as a Care Manager at The CareSide.

Share a bit about yourself. What’s your story, and what brought you to home care?

Su: I was born and raised in Shanghai, China, and my journey to home care began when I arrived in Australia in 2017 to pursue a Master of Social Work degree. During my studies, I had the opportunity to complete a placement in the aged care field, and it was during this time that I discovered my passion for working with older adults.

I found myself feeling more confident and comfortable in the aged care setting, and I was drawn to the opportunity to make a meaningful difference in the lives of older people. After completing my degree, I applied for a support worker position in Adelaide at The CareSide in 2021, and I’ve been with the company ever since.

Working in home care has been a truly rewarding experience for me. It has allowed me to have close contact with older people, understand their unique needs and preferences, and deliver services that truly make a difference in their lives. I am grateful for the chance to be part of their journey and to contribute to their well-being and quality of life.

Why did you join The CareSide?

Su: I joined The CareSide in 2021, which was a challenging time for everyone. It was during the COVD-19 pandemic and The CareSide was just establishing its second office in South Australia. Witnessing the company’s growth from the ground up has been incredibly rewarding. 

I am thrilled to see The CareSide expanding its client base and opening more offices in different states. Being part of this growth journey has been inspiring, and I feel fortunate to have been with The CareSide every step of the way.

Moreover, my journey within the company has been fulfilling. Starting as a support worker, I was able to progress to the role of Care Manager within just two years. The clear career advancement provided by The CareSide has been invaluable  and has allowed me to develop professionally while contributing to the company’s success.

Overall, joining The CareSide has offered me career opportunities and allowed me to be part of a dynamic and growing company dedicated to providing exceptional care to its clients.

What’s your favourite part about being a Care Manager? What’s the most demanding part?

Su: My favourite part about being a Care Manager is the direct communication I have with clients and suppliers. Listening to clients’ needs and preferences and then implementing services that truly support their lifestyle and allow them to safely remain at home brings me immense satisfaction. Additionally, I appreciate the supportive company culture at The CareSide, where we work closely as a team across different states. The Immediate support and communication from our regional managers and other departments helps streamline our work processes and ensures efficient service delivery.

The most demanding aspect of being a Care Manager is effectively juggling the responsibilities that come with the role. Managing various client needs, coordinating services, and ensuring that funding is utilised effectively can be quite consuming. It requires careful planning, organisation, and time management to meet the demands of the role while maintaining high standards of care for our clients.

What’s your favourite part about working at The CareSide?

Su: I appreciate the supportive and collaborative work environment at The CareSide. We operate as a close-knit team, where everyone is valued and supported in their roles. The company culture fosters open communication, teamwork, and continuous learning, which creates a positive and motivating atmosphere.

I value the opportunities for professional growth and development that The CareSide provides. Whether it’s through training programs, career advancement opportunities, or mentorship, the company invests in its employees’ growth and encourages them to reach their full potential.

Working at The CareSide allows me to make a meaningful difference in the lives of others while being part of a supportive and dynamic team. It’s a fulfilling and rewarding experience that I cherish every day.

What does a typical workday look like for you?

Su: A typical workday for me as a Care Manager at The CareSide is dynamic and varied, filled with tasks aimed at ensuring the smooth delivery of care services to our clients. Here’s a glimpse into what my typical workday might entail:

1. Morning Briefing: I start the day by reviewing  emails, messages, or updates from the previous day and attending team or departmental meetings to discuss priorities and address any immediate concerns or issues.
2. Client Communication: A significant portion of my day involves communicating with clients, their families, and caregivers to assess their needs, address any concerns or questions they may have, and coordinate care services accordingly. This includes scheduling appointments, conducting care assessments, and discussing care plans.
3. Team Coordination: I liaise with our care team—including care service suppliers, nurses, and allied health professionals—to ensure that care plans are implemented effectively and clients’ needs are  met. This may involve assigning tasks, providing guidance or support, and monitoring the progress of care delivery.
4. Administrative Tasks: I allocate time for administrative tasks, such as updating client records, documenting care plans and assessments, and reviewing funding allocations to ensure accuracy and compliance with regulations.
5. Client Advocacy: As a Care Manager, I advocate for the best interests of our clients, ensuring that they receive the appropriate level of care and support to meet their individual needs and preferences. This may involve liaising with external healthcare providers, government agencies, or community services on behalf of our clients.

In a perfect world, what does the future of home care look like? 

Su: In an ideal scenario, the future of home care would prioritise flexibility and efficiency to better meet the diverse needs of clients. This would involve streamlining processes to reduce waiting times, particularly for those in urgent need of care. Funding mechanisms would become more flexible, allowing for quicker adjustments to accommodate emergencies and changing needs.

Additionally, there would be a greater emphasis on proactive care planning and assessment to identify potential issues early on and prevent crises from occurring. This preventative approach would help ensure that individuals receive the appropriate level of support when they need it most.

Furthermore, in this perfect world, funding for home care would be sufficient to meet the demand, reducing the current limitations and lengthy waiting periods. This would enable older adults to access the services they require promptly, promoting their overall well-being and quality of life.

Can you share an inspiring or touching story about one of your clients? 

Su: One of our clients was discharged from the hospital and wanted to utilise their Home Care Package at home. Their family reached out to us urgently, seeking assistance to arrange post hospital care. Without delay, our team swiftly conducted the necessary assessments, coordinated with the hospital, and arranged for a dedicated carer to support the client at home.

Under the care of our compassionate team, the client—who was bed-bound—received personalised attention and assistance with personal care routines. Additionally, a nurse was assigned to manage the client’s medications, ensuring they received proper medical support. The client’s family played an integral role in providing companionship and emotional support during this challenging time.

Despite the client’s health struggles, they were able to celebrate their last birthday surrounded by loved ones in the comfort of their own home. The joy and warmth shared during that celebration became a cherished memory for  the client and the family.

The client passed away just two days after their birthday. However, their family found solace that they were able to spend their final moments in the familiar and loving environment at home. They expressed their heartfelt gratitude to us for arranging the essential services that enabled the client to remain at home during the final days.

This touching experience reaffirms the profound impact that home care services can have on individuals and their families during life’s most challenging moments. It serves as a reminder of the importance of providing compassionate and personalised care that allows individuals to maintain their dignity and quality of life, even in the face of illness or adversity.

 

What improvements or changes would you like to see in the home care industry? 

Su: I strongly believe that enhancing mental health support and expanding social activities within the home care industry is essential. Currently, these areas don’t receive enough attention, and addressing them could significantly improve the mental well-being and overall quality of life of home care recipients.

Furthermore, caregiver retention is vital, particularly for elderly clients who benefit from consistent care. However, the industry faces challenges with high turnover rates. It is an issue the government and the whole sector must address—there needs to be an increased emphasis on the rewarding aspects of caregiving roles and competitive incentives. This could involve investing in comprehensive training programs, providing better wages, and creating opportunities for career advancement.

If you weren’t a Care Manager at The CareSide, what would you be up to?

Su: If I weren’t a Care Manager at The CareSide, I’d likely be indulging my passion for travel by exploring different parts of the world. Whether it’s trekking through remote wilderness areas, experiencing vibrant city life, or relaxing on pristine beaches, I wish to spend time in different places to embrace diverse cultures and cuisines.

What’s one thing you’d like everyone to know about support workers? 

Su: They are highly capable professionals dedicated to assisting and providing services to clients to meet their needs. They are not just carers, cleaners or drivers; they offer comprehensive support beyond basic tasks. Support workers are skilled in providing emotional support, companionship, assistance with technology, managing documents and paperwork, meal preparation, and much more. Their expertise and compassion make a significant difference in the lives of those they care for, and they deserve recognition for the valuable work they do.