Serving the most vulnerable through COVID-19

As a community organisation, Sydney Community Services is, by design, efficient and effective. But even the most adept not-for-profits were challenged by COVID-19. This is the story of how SCS successfully pivoted and swiftly modified its capabilities to meet the demands of the crisis.

Sydney Community Services (SCS) hit its stride in 2019; a local powerhouse providing more than 15 valuable services to thousands of residents across the Northern Sydney Area. The arrival of COVID-19 in late February/ early March threatened to slow the organisation, but quick decisions, practical modifications, and swift adaptation to the rapidly changing needs of the community kept it thundering along.

SCS CEO Gill Batt recounts those early days: “As an organisation built on efficiencies, we were already in a strong position to move decisively, but a combined, energised team effort allowed us to adapt really quickly. Guidelines changed at such a rapid speed; we were certainly kept on our toes. Ultimately however, we are pleased at how we have been able to respond to the community’s needs.”

Groceries were donated in abundance by residents

New Standards

Vital from the outset was establishing an internal COVID-19 response task team and safety plan that allowed SCS to continue to function as unhindered as possible. Several measures were immediately put in place: consumer needs were mapped toidentify those most vulnerable in the community; essential services were prepared for changing advice; meals and personal protective equipment pipelines were secured to meet increased demand; a working group was established to meet with government and social housing representatives, and remote working was established with additional tools purchased where required.

With staff, volunteers, venues, and vehicles ready, SCS set to work on modifying each of its services, all the while responding to unexpected day-to-day events.

Wave Of Support

The pandemic inspired a fresh wave of community engagement and SCS was delighted to receive the application of 100 new volunteers. Staff mobilised to establish a database of names who could be called upon in the event existing volunteers had to deal with COVID-19 emergencies themselves. As the pandemic worsened, lack of stock in the supermarkets presented a big problem, particularly for the Phone Shopping Service. Coles and Woolworths suspended all online shopping and set up ‘priority only’ online shopping for vulnerable clients. SCS moved quickly to obtain the priority code with both supermarkets, and doubled the number of orders in comparison to the same time last year, its number of orders. The phone orders also gave SCS the perfect opportunity to run a wellbeing check with those calling in.

Groceries were donated in abundance by residents to both the Lane Cove and Hunters Hill offices. From March to August, Hunters Hill and Lane Cove provided 60 food parcels per week to the local community. Harris Farm delivered 15 to 20 boxes of fresh groceries three times per week, and while home deliveries were ultimately stopped, a network of connected clients were able to pick up packages on each other’s behalf. A weekly food parcel was also provided to Lane Cove Women’s Refuge.

Core services double down

Meanwhile, the core services of SCS were reworked to manage the crisis. Registered Nurses and Support Workers did not miss a beat and continued to provide inhome nursing/clinical care to clients in their own homes. Armed with PPE and COVID-19 safety training, the Nurses undertook their usual work, and extended their to-do list to include a linen change, a service that had typically been undertaken solely by the linen team of volunteers.

SCS recovered from a 20 per cent drop-off in volunteers for home delivered meals (many of those were over 70 years, following the mandate to isolate) by increasing food runs, calling on the new volunteers and redeploying staff. Orders increased by a staggering 30 per cent, prompting prompting Lane Cove Council to lend SCS two extra freezers.

The linen service continued with help from the RNs

Those benefiting from the linen service were contacted on a case-by-case basis to limit volunteers from entering their homes. Where Registered Nurses took up some of the slack, SCS liaised with the families of the clients to temporarily assist with the changing of new linen, and removal of dirty linen or wherever possible, dropped it on doorsteps for the client to manage themselves or with support from a neighbour, family member or SCS staff member. Those delivering wore gloves and sanitised between drop-offs and pick-ups.

Home modifications and maintenance continued to deliver high quality workmanship and only saw a slight drop off in requests, purely because Occupational Therapists were unable to conduct in-home assessments. Some assessments were conducted via Facetime. This however has since climbed back to pre- COVID-19 levels. The gardening service continued by a team of gardeners and the volunteers have commenced returning to the program in the last few weeks.

Social connections

While community events in Lane Cove and Hunters Hill Back on track were sadly cancelled, new volunteers provided wellnes calls to more than 200 clients, both existing and newly identified as vulnerable. In a time where isolation was unavoidable, this contact was invaluable. Not to be held back, however, the first ever group of tech savvy seniors commenced English conversation classes via Zoom in early May.

The gardening service continued by a team of gardeners COVID-19 safety recommendations the social and and the volunteers have commenced returning to the recreational group, walking groups and 184A Art Group program in the last few weeks. function with number restrictions. A new walking group Social connections was established in August to meet greater demand.

Social support groups for seniors and disability support groups resumed two-hour meetings in the Hunters Hill Hub (with door to door transport) from April 17, while garden visits and walking continued during lockdown for people without family close by. As expected, SCS vounteers were not permitted to continue to visit Residential Aged Care Homes as they would have previously. However, recent developments have meant that volunteers can undertake infection control training in preparation for a return to face-to-face visits. In the meantime, volunteers made telephone calls, sent letters and cards as well as window visits whereever possible.

Gardening service continued through the lockdown

From late March onwards, disability groups resumed their Social Club, Different Degrees Drama and Creative Movement classes via Zoom, and now, operating under COVID-19 safety recommendations the social and recreational group, walking groups and 184A Art Group function with number restrictions. A new walking group was established in August to meet greater demand.

Back on track

On July 20, activities in the Hunters Hill Seniors Hub were resumed, although not to the same level as they were pre- COVID-19. Sadly, the pandemic has seen some clients who would use the Hub leave and fail to return. SCS is keen to provide reassurance that all COVID-19 safety measures are in place, including the use of sanitiser, cleaning between activities and using correct social distancing guidelines.

For more information on SCS, its services, events and activities call 9427 6425 or go to www.sydneycs.org.