Carla Duarte

A passion for impact

As Team Leader of Home Care Services across the Northwest and Shepparton, Carla Duarte leads with compassion. She knows that each moment, no matter how small, truly matters. With a career spanning over 20 years in health and human services, Carla is a calm and competent leader whose iconic shopping caddy is just as recognisable as her radiant smile.

“I tend to go between different sites for my role, so I’ve got this trolley and it goes with me everywhere. It’s got my laptop, my notebook and some recruitment folders. Sometimes I’ll have my lunch or even some biscuits in there as well!”

When she’s wheeling around her team’s offices, Carla is often struck by the qualities that make her career in home care feel like home.

“I always say I feel very lucky,” says Carla, “because I’ve got a great team around me. We show up and we’re there for each other because we care.”

From leading a Service Coordination team to managing 115 Home Care Workers and recruiting new staff, Carla’s role at Mercy Health can be busy and varied. Through it all, her meticulous time management skills ensure she has enough time to support those around her to tackle unexpected roadblocks and find clear solutions.

“For example, one of my Service Coordinators might have three staff call in sick. So, all of a sudden, their day might start with them having 10 shifts to place for. My role is to support them and ensure they have enough staff to deliver care to those that need it the most.”

Above all, Carla prioritises human connection. Whether it’s a morning check-in with her wider team or a one-to-one catch-up, Carla treasures each moment because she understands the importance of investing in people to create positive experiences and opportunities for all.

“It’s really special that we get to help older people stay in their own homes,” she says. “And what I love most about my role is connecting and looking after our incredible Service Coordinators and Home Care Workers so that they can keep doing great work out in the community.”

Unleashing potential

Carla’s commitment to empowering others mirrors her own professional journey. From starting out as a hesitant receptionist to blossoming into a compassionate Team Leader, Carla credits her success to the managers who have guided her along the way.

“To be honest, when I first started in the industry, I didn’t think I had any of the right skills. But my manager really believed in me. She encouraged me to try something new and give rostering a go. After I did, I thought, ‘You know what? I can actually do this.’”

Years later, the cycle repeated when an opportunity to become a team leader presented itself and Carla again doubted herself.

“My manager said, ‘I think you’ve got all the right skills – you should go for it’. She really pushed me, even though I was reluctant. I’ve got so many great things to say about her because she saw potential in me that I didn’t see in myself. I wouldn’t be where I am today without her.”

This experience instilled in Carla the importance of encouraging growth and development in others. Recognising that not everyone embraces technology with ease, Carla recalls a moment when an overwhelmed colleague fuelled her commitment to creating safe and inclusive spaces for learning.

“We sometimes take it for granted that everyone knows how to use a computer. That’s why we never assume. Instead, we organise training sessions and patiently guide staff through computer fundamentals. Everyone learns at their own pace, and we want to create the right environment for them to be their best.”

What truly matters

Carla’s success at Mercy Health speaks volumes about her compassionate approach to leadership. Her team thrives on shared responsibility, open communication, and a deep well of empathy and mutual support.

Carla says every person on her team is wonderfully unique, each bringing their own personalities, perspectives and backgrounds. In fact, you might be surprised to learn that there is no such thing as a “typical” Care Worker! But one thing is for sure – each team member is united by their dedication to making a difference

“Sometimes people might have an unrealistic expectation of what a carer looks like based on what they’ve seen on TV. We have Care Workers who are in their 20s and another one who just turned 81! I think the most important thing we’re looking for is compassion, respect and a dedication to providing care for those in need.”