This section of the newsletter usually features lovely words from either those who have reached out to us for support or those who have appreciated our educational sessions, and we're lucky to receive so much of that warmth. It's what keeps us going, keeps us volunteering, and reminds us why we do this. This time, though, it's different. I think it's important to talk about the positives, and even more so about what we need to work on.
Our call-back programme has been a real success, supporting families along their loved one's recovery path. I've been abroad supporting family and I'm grateful I have the tools to keep my work going online while away.
But growth brings growing pains. Before I went away, while volunteering for EDANZ, I took a call from a carer and offered them a place on our call-back programme, which they gladly accepted. While I was away, I failed to follow up. That parent has just emailed us, understandably upset at not receiving the promised call. I wrote back, apologised, offered our ongoing support, and told them that they are right: they deserve better. Following up was my responsibility, and I didn't.
We at EDANZ are volunteers, but that's no reason not to follow up. With our new Te Whatu Ora funding, we're putting processes in place so this doesn't happen again. It is true that this is the first time it has happened, but there shouldn't even have been a first time.
To that carer: I'm truly sorry. If you need support, EDANZ is here. Please call us, and one of our volunteers will be there for you.
And to everyone reading this: we're confident this won't happen again. Making sure you hear back from us is, and always will be, our responsibility. If anything ever does slip or we seem a little slower than expected, please don't hesitate to reach out again; you will never be a bother, and we'd rather hear from you than have you wonder if you've been forgotten. We've been in your shoes, and we're here for you.
Andrea Bonetto, EDANZ volunteer and chairperson
A reminder that EDANZ's helpline runs all year, including holiday periods. Please don't hesitate to contact us at info@ed.org.nz or leave a message on 0800 2 EDANZ, and we'll get back to you as soon as we can. If you're worried about someone's safety, please call 111 or go to your nearest hospital Emergency Department.