By Interchange Australia Human Resources Manager Alastair Orr

Speaking with Interchange House Coordinator Angela Smith on digital client service delivery

I was a few moments late logging on, I knew the session had already started, but the internet had been playing up for months. I was greeted by a cacophony of noise and chaos as I tried to work out what was going on. It didn’t take me long. One of the clients was showing everyone her pet guinea pig, and it was causing huge excitement and laughter. It was a timely reminder how important our work is, even when delivering an online format.

In the past weeks, we have been able to pivot to online sessions for all sorts of activities – from music, to drama, to life skills and more. The excitement on the client’s faces is the same, whether they see you over Zoom or whether they are coming in the door. It’s incredibly rewarding.

One of the most critical things that we did every day at Springett House, and still do over Zoom, is provide an environment for clients to share and connect with eachother. What’s in the background, what people are wearing, and funny Zoom ad-ons, are all part of our Interchange community now. And our sessions are critical in continuing to connect people and enhance the lives of those we serve.

For me, everyday really is now different – I never know what to expect!