Support is a phone call away: Wendy's story
Wendy’s mantra has always been to live life to the fullest and offer help wherever she can.
“I’m a very early riser,” she says. “As soon as I get up, I head down for a swim in my local ocean pool. That daily exercise is such an important part of my routine.”
Wendy has worked as a Community Services Consultant with Disability Gateway since 2021. Her passion is making a difference in someone’s day by being a voice with lived experience on the other end of the phone.
“I love that we can help people,” she continues. “My proudest moments are when callers share how they felt there was no one listening to them until they contacted the phone line and we took the time to listen and reassure them.”
“We hear a little bit about their story, what they are looking for and there’s never a closed door, whatever they need, we’re here to help,” Wendy says.
Wendy was diagnosed with Multiple Sclerosis in 1986 and has spent her life always trying to maintain a positive outlook, taking the good days with the more challenging ones.
“It’s influenced my outlook on life and I never let anything hold me back. I can get very tired easily, especially on the hot humid days, which is why I get up so early to have a dip in the pool.
For Wendy, the Disability Gateway phone line is her way of giving back and finding fulfilment through everyone she speaks to.
“The internet can be a bit of a minefield for finding the support you need, it’s so great to have a platform that’s easy to use, and a phone line where the team is always willing and ready to help,” she says.
“Just having an ear to listen, someone there to offer guidance and do the research for you makes a world of difference.”
| Audio | Visual |
|---|---|
[Background sounds playing -ocean waves] I start my days in the ocean every morning. | A woman is standing looking towards a cloudy morning sky. |
[Background music playing - soft piano] I literally roll out of bed, I go straight down to the pool. | Ocean waves are crashing into an ocean pool. A woman in a swimsuit is tying up her hair. |
| I jump in that water, I do a couple of laps and I just feel amazing afterwards. | A woman is diving into an ocean pool and swimming laps. |
| My name is Wendy. I work for the Disability Gateway as a Community Services Consultant. | Wendy is sitting on a chair and speaking to the camera. |
We’re in a call centre. [Background voiceover - Good morning Disability Gateway this is Wendy] | Wendy is putting on a headset and sitting at her desk in front of her computer. |
| We never know what’s on the other end of the phone | Wendy is sitting on a chair and speaking to the camera. |
| It could be somebody looking for somewhere to live | Wendy is speaking to a customer on her headset and typing on her computer. |
| or it could be somebody looking for a local area coordinator or a physiotherapist. | The Disability Gateway website is on Wendy’s computer screen. |
No call is the same and we’ll never turn anybody away. [Background voiceover - I just need to get some details from you] | Wendy is speaking to a customer on her headset and typing on her computer. |
| I have multiple sclerosis and I have had it since 1986. | Wendy is sitting on a chair and speaking to the camera. |
| But I’ve never let it stop me. | Wendy is looking out into the distance at the ocean pool. |
| Just do everything, don’t put off until tomorrow what you can do today, because you don’t know what tomorrow is going to bring. | Wendy is smiling while looking at the sunrise. |
| And I don’t make assumptions and judgments | Wendy is sitting on a chair and speaking to the camera. |
| and that’s one of the great things with Disability Gateway, you don’t assume and you don’t make judgments when somebody gives you a call. | Wendy is sitting at a table, speaking to and laughing with two other women. |
| I love that when somebody calls in, I’ve made a difference to their day. | Wendy is sitting on a chair and speaking to the camera. |
| It’s very rewarding when you know that you’ve helped someone even by being | Wendy is walking using a cane and speaking to another woman. |
| an ear for them to listen to or somebody to give them a little bit of guidance and support. | Wendy is standing in a park smiling to the camera. |
| [Background music fades out - soft piano] | A closing slide appears with the Disability Gateway logo, the Australian Government logo and the website URL: www.disabilitygateway.gov.au |
| Audio | Visual |
|---|---|
[Background sounds playing -ocean waves] I start my days in the ocean every morning. | A woman is standing looking towards a cloudy morning sky. |
[Background music playing - soft piano] I literally roll out of bed, I go straight down to the pool. | Ocean waves are crashing into an ocean pool. A woman in a swimsuit is tying up her hair. |
| I jump in that water, I do a couple of laps and I just feel amazing afterwards. | A woman is diving into an ocean pool and swimming laps. |
| My name is Wendy. I work for the Disability Gateway as a Community Services Consultant. | Wendy is sitting on a chair and speaking to the camera. |
We’re in a call centre. [Background voiceover - Good morning Disability Gateway this is Wendy] | Wendy is putting on a headset and sitting at her desk in front of her computer. |
| We never know what’s on the other end of the phone | Wendy is sitting on a chair and speaking to the camera. |
| It could be somebody looking for somewhere to live | Wendy is speaking to a customer on her headset and typing on her computer. |
| or it could be somebody looking for a local area coordinator or a physiotherapist. | The Disability Gateway website is on Wendy’s computer screen. |
No call is the same and we’ll never turn anybody away. [Background voiceover - I just need to get some details from you] | Wendy is speaking to a customer on her headset and typing on her computer. |
| I have multiple sclerosis and I have had it since 1986. | Wendy is sitting on a chair and speaking to the camera. |
| But I’ve never let it stop me. | Wendy is looking out into the distance at the ocean pool. |
| Just do everything, don’t put off until tomorrow what you can do today, because you don’t know what tomorrow is going to bring. | Wendy is smiling while looking at the sunrise. |
| And I don’t make assumptions and judgments | Wendy is sitting on a chair and speaking to the camera. |
| and that’s one of the great things with Disability Gateway, you don’t assume and you don’t make judgments when somebody gives you a call. | Wendy is sitting at a table, speaking to and laughing with two other women. |
| I love that when somebody calls in, I’ve made a difference to their day. | Wendy is sitting on a chair and speaking to the camera. |
| It’s very rewarding when you know that you’ve helped someone even by being | Wendy is walking using a cane and speaking to another woman. |
| an ear for them to listen to or somebody to give them a little bit of guidance and support. | Wendy is standing in a park smiling to the camera. |
| [Background music fades out - soft piano] | A closing slide appears with the Disability Gateway logo, the Australian Government logo and the website URL: www.disabilitygateway.gov.au |
Support is a phone call away: Wendy's story
 | This is a story about Wendy. Wendy is a person with a disability. |
 | Sometimes Wendy’s disability makes it hard for her to walk and move. |
 | Wendy goes swimming almost every morning. |
 | Swimming helps Wendy to feel better. |
 | Swimming is an important part of Wendy’s daily routine. |
 | Wendy works for the Disability Gateway phone line. |
 | Wendy helps people on the phone to:
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 | Wendy is happy that she can help other people living with disability. |
  | Wendy says the Disability Gateway phone line is great because it is easy to use. |