work with the team at Felicx to keep a real pulse on client sentiment to ensure that as we grow we don’t lose what makes us successful. EMPOWERING THE FRONTLINE WORKFORCE The team at Melville Cares, particularly those on the front lines of care, are the organisation’s backbone. “Our direct care team is the absolute face of Melville Cares,” Davison emphasizes. These team members are often clients’ daily point of contact and play a crucial role in building trusted relationships on top of which great, personalised care can be delivered. Melville Cares maintains a flat organisational structure that minimises the levels between the CEO and team members to keep staff engaged and motivated. This approach fosters a culture of openness and accountability, ensuring team members feel heard and valued. “Our whole role here has got to be to make it easier for them to get on with what’s most important, their time with the client,” Davison explains. Maria also strongly emphasises the need to recognise the diverse skill set required for frontline care. “Too often our direct care staff in this sector are mistakenly referred to as unskilled, and the irony is, there’s probably very few of us who could do that 56 BUSINESS VIEW OCEANIA VOLUME 06, ISSUE 10
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