Kudos From Kelly

Our Everyday Heros By Kelly McNamara

Candy Francis and Lucilla Anna Augustin

As our regular readers know so well, we occasionally have two special people to be honored in our Kudos section. It is for many readers, the first section they seek when their newsletter arrives. We made the 2-person exception this time because over the holiday season, our company and our caregivers were extremely busy. Several clients declined and needed more medical assistance, and two clients who were especially dear to us died during this period.

So, it only seemed fair to honor both a company leader as well as a truly outstanding caregiver.

Lucilla Anna Augustin
I was reminded of Lucilla when I read a post from one of my colleagues who owns a large private duty company. He compiled a “Perfect Caregiver’s Checklist” for his staff to highlight the behaviors that were admirable (and expected) of all caregivers.

Among them: Keep a neat and clean appearance, timely reporting of any changes in client’s conditions, communicate well with management and other caregivers, stay positive at all times, support other caregivers, help out in emergencies, be trustworthy, dependable and represent the company in a professional manner at all times.

It then occurred to me that even without a “Perfect Caregiver Check List” we have many staff who meet these criteria. But over these 2 months amid the hectic nature of the holidays, several clients with serious conditions, new staff who needed support, I kept seeing ONE FACE…Lucilla’s!

I never recall her refusing a request. Ever. New client who needed extra support? Take a live-in case even though she usually works hourly? Orient a caregiver new to a case? Provide extra support to a family member? All requests are completed with professionalism and care.

Thank you for BEING YOU, Lucilla. And Happy New Year to you and your family.


Candy Francis, Staffing, Scheduling, Recruitment Coordinator
We are at a critical time in this business. Decades of experience in health care did not prepare me for this current critical shortage of caregiving staff. The most frequent concern we hear from family members seeking information about care options is always the same: DO YOU HAVE STAFF? And our answer is the same: We certainly do. How can we best help you?

At that point they usually drop the phone in shock. I assure them we REALLY can help them.

What’s the magic here? CANDY. Her instinct for best matches of caregiver to client are unsurpassed. Her ability to extract favors from staff to help out “just a bit “during a very busy time, being accessible and providing a sympathetic ear to an exhausted caregiver, this is the magic to attracting and retaining good caregivers. As I say daily: “We have no company without our caregivers. They are EVERYTHING.”

We are also in a growth stage and Candy has emerged as an excellent source of new clients. Her practical approach to care, kind understanding of family caregiver stress, maturity and perspective are comforting to those choosing a company to care for their loved ones.

Candy balances her critical role in our company with caring for her three lovely children and delightful husband. We cannot thank you enough and look forward to a wonderful 2022! ■