For Koonj, working in aged care is more than a job; it’s something she truly cares about.

Koonj is a Client Services Manager with Seniors Community Care team. She leads the coordination and rostering teams and supports a large group of care workers delivering services across the community. Next month marks two years since she joined the organisation.

Her journey into aged care wasn’t a straight path. Koonj moved to Australia from Pakistan nearly 15 years ago. With a background in business, including a Master’s degree in Business Administration, finance and economics, she initially planned a different career. While waiting for her qualifications to be recognised in Australia, she decided to explore other options and completed a Certificate III in Aged Care.

“That’s when I found my passion,” she says. “Working with elderly people and supporting them in their daily lives, it just felt right.”

Since then, she has spent more than a decade in the sector, building her experience and growing into leadership roles. Today, she plays a key role in making sure clients receive the care they need, when they need it.

Making a difference in small moments

Koonj says the most meaningful part of her work comes from the connection clients feel with their carers.

She recalls a recent phone call from a 98-year-old client who lives alone and has been receiving services for many years.

“At the end of the conversation, she was so thankful,” Koonj says. “She told me how much she appreciates when a carer comes. Not just for the support, but because she gets to sit down, have a cup of tea, and talk to someone.”

Moments like this remind Koonj why the work matters.

“Sometimes it’s the small things, a cup of tea, a chat, that mean the most.”

She also explains that what may come through as a complaint is often something deeper.

“A lot of the time, clients are not really complaining,” she says. “They’re waiting for someone. If a carer is late, it can feel like they’ve been forgotten. It’s about understanding that feeling and responding with care.”

Balancing care and logistics

Koonj’s role involves managing many moving parts. She oversees a big team of care workers, while making sure schedules run smoothly and meet compliance requirements.

One of the biggest challenges is matching clients with the right care workers while keeping travel and work hours manageable.

“Clients build strong connections with their carers,” she explains. “They feel comfortable with someone they know, and sometimes they don’t want anyone else.”

At the same time, the team needs to make sure care workers aren’t travelling long distances between clients or working beyond their allowed hours.

“There’s a lot to consider; travel time, breaks, availability,” Koonj says. “We always try to find a solution that works for everyone.”

She recently worked through a complex scheduling issue involving a care worker who was at risk of working too many hours in one day. By speaking with clients and offering small adjustments, the team was able to find a workable solution without disrupting care.

A team that feels like family

Koonj describes her leadership style as open and approachable. She prefers to sit alongside her team rather than apart from them, creating an environment where people feel comfortable speaking up.

“I like to be available to my team,” she says. “They can come to me anytime, call me or message me. We work closely together.”

She says this approach has helped build strong relationships within the team.

“It feels like a second family,” she adds.

Life outside of work

Outside of work, Koonj enjoys spending time with her family. She has a young child who recently started school, and much of her free time is spent at home, with her family.

Koonj also loves cooking, especially for family and friends.

“I enjoy trying new recipes, but biryani is my favourite,” she says. “When we have gatherings, I like to cook myself and make it special.”

She stays active by going to the gym and enjoys reading in her spare time. She also keeps close connections with her family overseas and visits when she can.

Looking ahead

After more than 13 years in the aged care sector, Koonj is focused on continuing to grow her skills and experience.

“I want to keep building my knowledge in this field,” she says. “I’m always looking at short courses or ways to learn more.”

Her background in business also helps her see the bigger picture, balancing care delivery with the operational side of the service.

At the heart of it all, Koonj remains focused on what matters most, supporting people to live well and feel connected.

“We always try to provide care that suits the client,” she says. “It’s about what they need, what they prefer, and making sure they feel supported.”