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“Beyond Expectations: How a Temporary Job Became a Lifelong Passion”, Interview with Heather Haywood

A temporary part-time role for Heather Haywood as a Program Assistant for FMPE evolved into a 20-year career, dedicated to facilitator training and community support. Embracing change, technological advancements, and deep connections with members, the journey highlights the unexpected fulfillment and personal growth found in fostering a supportive and evolving administrative environment.

Q: Where did your journey with FMPE begin?

When I retired early from my previous job, I thought I was stepping away from the workforce for good. But life has a way of surprising us. At the time, someone I knew reached out, needing part-time, temporary assistance. I was hesitant at first, but the temporary nature of the role convinced me to give it a try. That’s how I found myself working at the Foundation, learning about the programs, including small group, individual, and residency. I thought I’d be there for a short while, but that temporary position turned into something much more lasting.

For about a year, I focused on learning the ropes and assisting in various capacities. Then, my mentor took a temporary one-year contract on the main campus of McMaster, which subsequently evolved into full time. Suddenly, there was a void to fill, and given my year of experience, I was the logical choice to step in. Thus, my part-time temporary role morphed into a full-time, permanent position.

It’s funny how things work out. I remember Lynda Cranston, another longtime member of the FMPE family, sharing at a Christmas dinner about how she initially joined the Foundation temporarily and never expected to stay long. Now, she’s nearing 25 years with us. My story mirrors hers in many ways. Many of us at FMPE felt our roles were temporary at first, but the environment, the work, and the people have a way of drawing you in and making you stay. For me, it’s been almost 20 years, and it’s felt like a blink of an eye. I’ve thoroughly enjoyed my time.

Q: What were some of the rewarding aspects of your role in recruiting and supporting new facilitators?

Over the years, I’ve organized countless workshops and the training of numerous facilitators. I would personally reach out to facilitators, who were consistently engaged and positive, and invite them to become trainers. Seeing them grow into their roles and helping new facilitators was incredibly satisfying. Organizing workshops, registering new members, and helping them start their first meetings became a central part of my job. The variety of questions and the diversity of people I interacted with kept the job interesting.

Facilitator training has been my favorite part of the job. I also helped facilitators when they faced difficulties with their groups. Despite not having firsthand experience with group meetings, I provided advice based on what other facilitators have shared with me. This role as a liaison helped build a sense of community among facilitators, ensuring they feel supported and confident.

Over the years, our approach to placing people in groups has also evolved significantly. Initially, it was a manual process involving physical maps and countless hours of communication. My geography knowledge of Canada improved dramatically, as I had to consider distances and weather conditions when placing members in groups. Today, thanks to technological advancements, the process is much more efficient. We can quickly find suitable groups for new members, reducing the wait time from weeks to just twenty four hours.

Q: How have the relationships you’ve built with members and the personalized support you provided influenced your experience and fulfillment in your role?

The relationships I’ve built with our members have been a highlight of my job. I’ve always maintained a casual, friendly approach, and this has helped me develop strong connections with them. It’s rewarding to be recognized and appreciated by our members, whether at family medicine forums or through virtual meetings. Knowing that I’ve been able to support them and make a difference in their experience with the program is deeply fulfilling.

One memorable experience was helping a young doctor in Nova Scotia start a group. Over countless emails and numerous phone calls later, they successfully began facilitating the group. This process taught me the importance of patience and personalized support. Not everyone is comfortable in their role immediately, and it’s crucial to offer the guidance and encouragement they need.

The program’s value extends beyond professional development; it fosters a sense of community and support among its members. Facilitators often feel they need to be leaders or experts, but I remind them that being a good facilitator is about encouraging participation and fostering a supportive environment. Sharing strategies and solutions among facilitators helps them navigate challenges and improve their group dynamics.

Q: How has your nearly two-decade journey in problem-solving, customer service, and building meaningful relationships with members inspired you, and what are you most proud of as you approach retirement?

Reflecting on my journey, I’ve learned the importance of problem-solving and customer service. Each member’s needs are unique, and addressing their concerns requires empathy and flexibility. My memory for details, such as members’ names and circumstances, has also been an asset. It’s invaluable to quickly identify and assist members, making them feel valued and understood. Attending family medicine forums and meeting members in person has further strengthened these connections.

Looking back, I never expected my temporary role to become a nearly two-decade-long career. The Foundation’s environment, the work, and the people have kept me engaged and fulfilled. As I approach retirement, I feel proud of the relationships I’ve built, the improvements I’ve witnessed, and the positive impact I’ve had on our members and facilitators. It’s been a journey of unexpected fulfillment, and I cherish every moment of it.