Meet Our Care Coordinators: Robyn and Freya

Ask most people what happens between a family saying, "We need care at home," and a Carer arriving at half eight in the morning, and you'll probably get a shrug.

Somebody organises it. That's about as far as it goes.

That somebody is a Care Coordinator. At Right at Home Cheshire East, that's Robyn and Freya.

We sat them down with a coffee (and a tea, which we'll come back to) to find out what really goes on behind the rota.

They were refreshingly honest.

[Image: Robyn and Freya at their desks in the Cheshire East office]

Meet Robyn and Freya

Between them, Robyn and Freya help ensure our Clients receive the right care, from the right Carer, at the right time.

From Poynton and Macclesfield to Wilmslow, Knutsford, Bollington, Bramhall and Congleton, there's a lot to coordinate.

And neither of them originally planned to do it.

"I Sort of Fell into It"

Both started their careers as Carers, giving them firsthand experience of delivering care and understanding the people behind the rotas.

Robyn had been travelling in Australia before returning home and looking for work.

"I kind of fell into it," she says.

After working as a Carer, she applied to Right at Home as a Care Assessor. But David and Rebecca had another idea.

"David and Rebecca took me for a cup of tea and asked me if I'd like to be Care Coordinator. The rest is history."

Freya's journey was just as unexpected. Having also worked as a Carer, she was looking for a part-time admin job over the summer holidays.

She was asked to look at the rotas — who goes where, and why — and quickly discovered she had a talent for it.

"I got told I was good at it. And here I am, a full-time coordinator."

Did she see that coming?

"Not quite! It all happened rather quickly."

Having both been on the other side of the rota makes a real difference. They understand the challenges Carers face, the relationships they build and the importance of getting things right for every Client.

Sometimes the best career opportunities are the ones you never saw coming.

Three Words

We asked them to describe their job in three words.

Robyn: Pressured. Rewarding. Quick-paced.

Freya: Colourful. Challenging. Unpredictable.

"Really selling the role here," someone laughed.

But that's the reality. The challenges and rewards often arrive in the same hour.

There's No Such Thing as a Typical Day

"There is no typical day," says Robyn. "Every day is different."

"Come and get a coffee, sit with us for a couple of hours," Freya adds, "and you'll see what happens."

First thing through the door? Kettle and computer, in whichever order feels most urgent.

After that, the day tends to decide for itself.

More Than Moving Names Around a Rota

One of the biggest misconceptions about care coordination is that it's simply an administrative job.

"Some people think it's just sitting behind a desk moving rotas around," says Robyn. "It's a lot different to that."

Freya agrees.

"You don't just learn the rotas. You pick up policies and procedures, training, a lot of stuff to do with the care side that you wouldn't normally think of when you're operational."

There's also the practical side: matching visit lengths to invoice rates, managing mileage and making sure resources are used effectively.

All while keeping the quality and safety of care at the centre of every decision.

So how many things are they juggling at once?

"More than three," says Robyn.

We suspect that's a slight understatement.

"You start each day with a list of things you need to get done," explains Freya. "But things can change so quickly. You might have your whole day planned out, and then something unexpected happens that needs your immediate attention. You have to be ready to adapt, reprioritise and keep everything running smoothly."

When Plans Change

When a Carer calls in sick or something unexpected happens, Robyn and Freya are ready to adapt.

"It's about looking at the rota, seeing what needs covering and working out the best way to manage it," explains Freya. "We speak to the Carers, make any necessary adjustments and ensure everyone knows what's happening."

And the Clients?

"Trying not to have too much impact on them," says Robyn, "but informing them of any changes."

Behind what might look like a simple rota adjustment are conversations, careful planning, and teamwork.

The priority is always to maintain consistency wherever possible, with familiar Carers who understand each Client's needs.

Because a change on a rota should never mean a compromise in the quality of care.

What Makes a Good Rota?

There's more to a good rota than filling every visit.

• Consistency: Familiar Carers supporting familiar Clients.

• Continuity: Building relationships, confidence, and trust.

• Realistic travel time: Allowing Carers to travel safely between visits.

Then there's the detail that isn't immediately visible: training, skills, and competencies.

"You've got to make sure the Clients who need help with medication get that help," says Freya, "from the people who are qualified to give it."

It's about matching the right people, with the right skills, to the right Clients.

"Nothing in Care Is Easy"

What's the biggest misconception about working in care?

"That it's easy," says Robyn.

Freya sums it up perfectly.

Not because people don't love what they do, but because caring for others comes with real responsibility.

And often, the people who do it brilliantly make it look effortless.

What Makes Our Carers Brilliant?

At Right at Home Cheshire East, we're incredibly proud of our Carers.

Every single one brings something special to the team, and Robyn and Freya see their dedication firsthand.

What makes them so brilliant?

• Compassion: Genuinely caring about the people they support.

• Initiative: Recognising when someone needs a little extra help.

• Reliability: Being someone Clients and families can depend on.

• Flexibility: Adapting to changing needs and supporting colleagues.

• Relationships: Taking time to understand what matters to each Client.

But it's about more than a list of qualities.

Our Carers bring warmth, personality, and reassurance into people's homes. They build friendships, share laughter, and make a genuine difference to everyday life.

"They love the job they're in," says Freya. "Even if they fell into it."

Given how this interview started, that felt rather fitting.

For Freya, the foundation of a great Carer and Client relationship is trust.

"The Client being able to trust a Carer to share any concerns they have — whether they're just worried about who's coming next, or something much bigger. The Client feeling like they can talk to them."

Our Carers are the heart of Right at Home Cheshire East.

Robyn and Freya may organise the rotas, but it's our incredible Carers who bring them to life every day.

Being a Daughter, Not a Carer

When we asked what makes their work so rewarding, Freya's answer was personal.

"When you've experienced it firsthand — when you've had Carers going into your own family, and you know the difference it makes. Knowing you're providing that same relief for other families."

She explained how professional care can ease the pressure on loved ones.

"The pressure's taken off the family. They can step back and stay a family member, rather than a carer for their mum."

And during end-of-life care, that support becomes even more meaningful.

"You can rely on somebody else to help with the difficult parts, so you can focus on spending quality time with your mum. The parts you actually want to remember."

Sometimes, that's the greatest difference care can make.

Behind the rotas, phone calls and carefully planned visits are families who simply want to spend precious time together.

Thinking About a Career in Care?

Both Robyn and Freya started as Carers, so what advice would they give someone considering the same path?

Robyn: "Go for it. It's a very rewarding job. Just make sure you're ready for what the role brings. You have to be ready to go into people's homes and understand their wants and their needs — and not everybody wants the same sort of care."

Freya: "If you're comfortable with the personal care elements, do it. That's the hardest part of the job to get used to. Once you've mastered that, the rest comes quite naturally."

And there's one thing they both agree on:

"If you've got a good heart, a caring nature and genuinely want to make a difference to other people's lives, apply! We can train you on the rest."

At Right at Home Cheshire East, you don't need years of experience to make a difference.

We provide the training, guidance, and support to help you become a confident, skilled Carer.

You bring the heart, and we'll provide the training.

And who knows? Like Robyn and Freya, an unexpected job might become a career you love.

Thinking about joining us? We'd love to hear from you!

Quickfire Round

Because we couldn't resist.

Both chose paper diaries. In 2026. We have questions.

Phrase you say ten times a day?

Robyn: "I think it's time for another coffee!"

Freya: "Is it too early for another cup of tea?"

We're certain the kettle works just as hard as they do.

Your coordinator superpower?

Intuition, apparently.

"We just know something's going to happen — and then it happens."

Do you work well together?

"We finished each other's sentences about four times in this interview."

If your work phone could talk, what would it say about you?

Robyn: "I'm convinced she even answers calls in her sleep!"

Freya: "I'm starting to think I'm permanently attached to her hand!"

We're surprised their phones haven't asked for annual leave.

Why Right at Home?

We asked them separately, and both had plenty of reasons to love what they do.

"It is the best company I've ever worked for in care," says Robyn.

For Freya, it's often the feedback from Clients that puts everything into perspective.

"Some days can be really challenging, but then you sit down and read the lovely feedback from our Clients, and it reminds you why you do what you do. Knowing you're making a real difference to people's lives makes all the hard work worthwhile."

And sometimes, that difference can happen in just a couple of hours.

Imagine a family calling in crisis. They're worried, overwhelmed, and unsure where to turn.

Within a couple of hours, the team has pulled together, and a care package is in place.

Suddenly, that family can breathe a little easier.

Instead of worrying about how they'll manage, they can focus on being together and enjoying precious time with their loved one.

Turning a family's moment of crisis into one of reassurance and support is one of the very best things we do.

And it's something no rota or spreadsheet could ever fully capture.

Behind every rota is a person. Behind every visit is a Client relying on someone to arrive. And behind every carefully planned day are people like Robyn and Freya, making it all happen.

They may work behind the scenes, but the difference they make is felt in homes and families across Cheshire East every single day.

And no, neither is giving up their paper diary anytime soon.

At Right at Home Cheshire East, great care doesn't happen by accident. It takes a dedicated team, thoughtful planning and people who genuinely care.

Thank you, Robyn and Freya, for everything you do. 🙏🏼