First City - Jo Chandler

• February 14, 2023

Jo Chandler - Head of Quality, Operations and Regulated Services

• Department: First City Care Group – Quality and Operations
• Joined First City: Dec 2000
• Any Previous Positions: My First City journey has been as follows - Care and Support Worker, Senior care and support worker, Co-ordinator, Assistant Manager, Deputy Manager, Manager, Registered Manager, Senior Manager, Head of Operations, Head of Quality, Operations and Regulated Services.

1. What excites you about working in healthcare?

 ‘The People’ the inspirational, hard work, dedication and determination  that the people bring whether that be in the form of colleagues that provide support or individuals that First City is privileged to work alongside.  There is still no better feeling that knowing that in whatever way we have made a positive difference, especially when someone achieves what they are striving for and feels both supported and valued, and you know that you have played your small part (as we all do) in making that happen.

2. Tell us about your fondest memory when working with First City

There have been so many but in general they are surrounding the achievements seen in individuals actual lives when they are strived for and reached, watching people succeed both from a career development perspective and also from the perspective of an individual achieving what truly matters to them is always fondly recollected.

However, during the past 3 years whilst working at full capacity during COVID pandemic and all the challenges that went with it- the teamwork and the absolute selfless resilience of the First City team across all roles and areas is something I will never forget.

3. What advice would you give to someone new to care work?

Always give the role time and ask any question that makes you curious. Be open to all manner of initial thoughts and feelings. Put yourself in the head of those we support and empathise.

Always ask yourself if what you have seen and done would be ‘enough’ for your loved ones – that will tell you everything you need to know about your quality level and that of others - regardless of what role you work in.

4. Thinking about working for First City, how would you describe the company?

First City can look from the outside as if it could be ‘large’ and ‘impersonal’ this is not the case. There is a culture of kindness, honesty and being solution focused. If we can ‘find a way’ we will.

First City develops individuals strengths and values the fact that people bring their flair and skills to the table and by embracing these you end up with a diverse and all encompassing workforce.

There are many colleagues that have worked with the organisation over many years who have referred to the family feel and have credited the organisation with being there in times where support was needed, myself included.

As part of the Senior Leadership team I am proud that we are a fair and kind organisation that expects high quality care but also tries to ensure colleagues feel valued. If we get things wrong, we are never afraid to apologise and seek to fix.

We strive to keep understanding and improving the experience for customers and colleagues, and we welcome input and engagement from all colleagues and any customers as we continue to shape and deliver what matters.

5. Do you have any other comments about working in healthcare, for First City or more stories to share?

 Just pleased to take any opportunity to thank all of my colleagues, regardless of what role colleagues work in we are all part of the team, all wanting to share in the values and playing our part.

This has been a challenging time for the sector and the world knows there have been difficulties that our sector has faced especially since 2020 - but nothing fuels the determination to make a difference more than ‘The People’.

If anyone is Honest, Caring and Reliable and truly wants to make a difference – we can provide training and support for everything else.