Shona McLean is part of a new community contact centre reaching out to residents in mandatory isolation during the COVID-19 pandemic.
The long-term Geelong resident spoke to the Independent about her passion for helping those in need.
What is your connection to Geelong?
Our family moved to Geelong in the late 1960s from the UK and my sister and I attended Belmont High School.
I lived and worked interstate before moving back to Geelong in the late 1980s and raising our daughter and son here.
I started work at the Shire of Corio in 1993 and continued up until now for the City of Greater Geelong. I have worked in the city’s customer service team for 26 years.
What are your favourite local places to visit?
We enjoy getting out in the national parks and the coastal areas. I enjoy fishing and camping as a form of relaxation.
When restrictions ease, we are looking forward to moving around the region a bit more freely and visiting the beaches and supporting our local cafes and eateries.
Tell us about your role in council’s new community contact centre.
I recently joined the centre, which has been reaching out to residents in mandatory isolation during the pandemic as part of the city’s relief and recovery response.
I have personally made more than 100 calls to residents in the greater Geelong community – as have my fellow community contact centre colleagues.
We provide links to relevant services, such as food relief and mental health support.
We also offer important human connections for people in need of social interaction, which I’ve found to be almost equally important.
How have people responded?
It has been a humbling experience and I’ve had some memorable moments.
On one occasion, I spoke to a man who was looking after his mum as well as 52 budgies.
Then there was a lady who was so happy for my call, as I could organise to fix her bin lid. I’ve also helped people in need of housing and health support.
So many people have sincerely appreciated us taking the time to ring them to find out about their welfare.
How does it feel to make a difference?
I already gain so much in my usual face-to-face role in customer service at the City, but this experience allowed me to dig a little deeper.
A delightful man said to me on the phone, “No matter how low you fall, remember there is always someone lower who could benefit from a helping hand and you, my dear, are an angel.”
How have you managed working from home?
To be honest I have enjoyed the serenity and change of pace in the way I deal with my daily job. I could never have imagined being able to perform customer service duties from a laptop in my kitchen.
Have you taken any positives out of this time?
This pandemic has had undeniable consequences on everyone’s lives. There are some positives, though.
The environment is healing and rejuvenating, genuine relationships are being formed among the community and families are connecting while being together.
We are changing our lifestyles to practice better hygiene and all the new innovative ideas on how to work safely and smarter are astounding.
For information or support visit www.geelongaustralia.com.au, email contactus@geelongcity.vic.gov.au or phone 5272 5272.
