Behind the mammoth effort to deliver customised care packages to 1,000 seniors is an intricate process undertaken by volunteers with big hearts, with plenty of intimate conversations with the seniors whose needs we are trying to meet. We speak to Dennis Mark and Florence Sim, whose passionate efforts ensured the success of SRC’s COVID-19 relief for elders.

On needs assessment calls to seniors

Dennis Mark: “As a volunteer in the task force, we developed the call script and delivered training. The training enabled the employees and volunteers to conduct phone conversations with the beneficiaries to identify their specific needs. This took place in April and early May.

“Some beneficiaries were not used to being consulted on their needs, and definitely not familiar with discussing their unspoken needs. It took some convincing to assure them that it was fine to state their specific requests. We observed them for more signs of need and distress, sieved out the unspoken needs. In many cases, we observed and gave recommendations for the next steps to enhance the specific engagement.”

Florence Sim: “As the coordinator for this project, I was involved in allocating calls to volunteers, so that we could ‘divide and conquer’. I mostly enquired about the items that the beneficiaries needed during the circuit breaker. In our listings, we asked them if they needed help in buying groceries. It is a hassle for the elderly to go out to buy groceries during the circuit breaker, so caring for them during this period of time touched their hearts.”

“I usually call 10 beneficiaries per day, instead of only speaking about their need for essential items, most of the seniors talk for a longer period of time as they need a listening ear during the circuit breaker. Since most of them are unable to go out, they are very willing to share their daily lives, so during the call, we will ask about their mental well-being.”

Useful Takeaways

Florence Sim: “It is important to ask and clarify with the beneficiaries what they need prior to giving, instead of giving them something that they would not need. We would ask them what they like to eat, or which medical items they use, as well as the frequency of usage, as that information is important when planning how much to buy.”

Dennis Mark: “When we engaged the beneficiaries, it felt like we were reaching out not to strangers but to friends in need. Given the objective of customising the care packages based on their individual needs, each call was not just another call to check on them but it was engaging them with a specific purpose. That could be the call that mattered most to them for that day or in some cases, the only call for that day.”

On packing and delivery of Care Packages

Dennis Mark: “Eventually, on the weekend of 23 May, we could deliver the care packages to 40 beneficiaries. It took 10 hours to sort out the delivery details / grouping of the teams. We physically packed the care packages into volunteers’ own vehicles and delivered the packages to the doorsteps of the beneficiaries living in Singapore’s Western / Northern and Central regions. As each beneficiary was allocated two sizable bags of goodies, packing 10 to 12 sets of them into each car was a puzzle game. It took good planning and an eye on details to pack according to the route of delivery. Fortunately, those years playing Tetris helped. We packed and repacked to fit them into the backseats, car boot and all corners.”

“As some addresses were not as well marked on GPS, volunteers needed some good ground investigative sense and perseverance to link up. I recall an elderly staying alone at an industrial area who was very appreciative of the Customised Care Package. He asked for more opportunities to be brought out for outings with Singapore Red Cross (SRC). We saw the desire in his eyes to chat more while we were there.”

Fond Moments

Dennis Mark: “I remember a bedridden beneficiary who was taken care of by her daughter. As we spoke, we could see that the daughter also needed a pair of helping hands and listening ears to cope with the stress. Our conversation with her was equally important as the care package was to her. The delivery trips involved not only the physical items/packs but also the emotional connections that we forged.”  

“The beneficiaries were mostly very appreciative. Their eyes sparkled with joy when they received the specific items they needed and requested for over the phone. They thanked us continually for our kindness, from the moment we made those calls to the physical delivery. They reciprocated by offering us drinks amid the hot weather and asking us to stay safe and take care of ourselves amid the pandemic. Their expressions were rewarding as our efforts mattered to them and made their day better. That was enough for us to recharge and make our next round.”

Florence Sim: “Although there were challenges along the way, the most rewarding aspect of this initiative is the feeling of joy when I passed the care packages on to beneficiaries, or their caregivers. Seeing their faces light up with happiness really keeps me going.”

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Dennis Mark is a Council Member with the Singapore Red Cross. Florence Sim is a Befriender Coordinator in the Community Resilience team at the Singapore Red Cross.