Sandy Roberton is Uniting AgeWell’s Digital Service Desk Manager and is the calm presence behind the seven-person IT Service Department that operates from 8am to 10pm seven days a week including public holidays.

“Across the organisation we all support older people in our own unique ways,” explains Sandy. “Some roles are at the coalface – like home care workers. Others, like those in our department, support staff to support our customers.”

The nerve-centre of the organisation responds to an average 3000 queries or requests for IT assistance every month.

“The team takes each call on a case-by-case basis,” explains Sandy. “A win for us is when we resolve the issue on the spot and the staff member is happy.”
Sandy joined Uniting AgeWell because she really loves the culture and has a passion for helping older people.

Sandy says she and her team are one of the many conduits that give voice to the IT needs of frontline staff to the Leadership Team. “We all have our areas of expertise. I don’t know the first thing about nursing or hands-on care of older people and it stands to reason many people don’t know much about IT either. Someone will articulate to me what they want a system to be able to do and I will then escalate this and help find a way to make it happen.”

Sandy has worked in IT at not-for-profit organisations as well as big corporates. “Here, it’s good to know that we all make a difference to older people.”

She also loves the culture of Uniting AgeWell. “There is an openness and a transparency across the organisation which is values-driven,” says Sandy. “Added to this is the approachability of the Leadership Team who are all readily accessible and very supportive. It’s great to know they are in your corner.”