TranslateMeet the Team: Heather Eley
30 April 2024
Heather is the Staff Development Officer for Indigo’s geat2GO team, which means that she works with new Geat2GO staff to share information about our organisation and their role in it in delivering geat2GO service. She also offers invaluable support to existing staff on service delivery together with testing and trialling new processes.
She has been with Indigo for nearly 4 years and draws upon her background in health care and marketing when performing her role. Making sure that our geat2GO team is provided all the resources and knowledge they need to service our clients and be confident in their roles is Heather’s passion, so let’s hear more about her!
What does your role involve?
I’m part of the team that delivers Australian geat2GO as the national goods, equipment and assistive technology (GEAT) provider, which offers a range of assistive technology to older Australians as part of the Commonwealth Home Support Programme.
My role includes induction and training for new staff and ongoing staff development, bringing together support resources to assist our Customer Service Officers and Data Entry staff in performing their daily tasks with geat2GO.
As we have expanded our presence to include staff in Queensland and New South Wales, I also travel to conduct a week-long in person inductions for remote staff in these areas.
What do you like most about your role and working at Indigo?
My biggest driver is knowing that we’re having a positive impact on our clients’ lives. No matter the size or type of equipment that may be prescribed, it’s amazing to learn how much difference this can make to an individual. We’re always hearing from clients that they have been pleasantly surprised by the benefits these items bring to their lives – and about the range of support systems out there for people as they age.
It's wonderful to work in the Indigo environment together with a supportive team who are all committed to the same goals and outcomes for our clients.
Tell us about the most interesting project you have worked on during your career.
I’d have to say the process to build and deliver the geat2GO service has been a highlight for me. I was at Indigo at the time we were appointed as the first national GEAT provider and so I have seen geat2GO and the supporting services grow and develop over the past three years. It’s been a great learning experience for me to be a part of this growth and evolution, both in terms of our activity and ongoing process enhancements. I’m part of the project team further developing the geat2GO portal to assist prescribers in their role and I can see great things ahead!
Describe a memorable moment arising from your role.
One story that stands out in my mind is a client we had with very low vision who had been having trouble sourcing appropriate equipment to help her. Together with the team, we were able to establish what she needed, facilitate the funding for purchase and expedite the order and deliver process so that within a 10-day period she received a magnifying lamp, which then allowed her to knit for the first time in years. I recall her husband contacting us afterwards to express their thanks which really made my day.
Of the four Indigo values (integrity, passion, creativity, together), which one do you express the most strongly during your workday, and why?
I can’t pick just one. I think we are all having to draw on these values in our roles every day.
Working together really resonates with me however as we are a close-knit team and all contributing towards the common goal of assisting our clients as best we can.