This story is hard to share because it still hurts to think about…
But I believe in being real, even when it’s uncomfortable.
When you’re in business, you meet all kinds of people. Most are incredible, honest, kind, and hardworking. But occasionally, you encounter someone who makes you question everything.
For us, complaints from participants about missing belongings were rare, maybe one or two a year. Usually, these would resolve when items were found tucked away somewhere safe. But then came a hire I deeply regret.
It started innocently enough, a participant reported missing gift cards. Our cleaner/support worker was the only visitor that week. We investigated immediately and spoke with the staff member, who denied any involvement. We hoped the cards would turn up like they usually did.
Then, another call came. This time, heavy duty painkillers were missing after the same cleaner’s visit. Alarm bells were ringing. We had never dealt with two complaints of this nature so close together.
Still, I was torn. There was no proof. Part of me wanted to give her the benefit of the doubt, she was a mother, qualified in disability support, with all the clearances required to work in our industry. Surely, I thought, she wouldn’t jeopardise everything.
And then came the breaking point. A third call. A large sum of money had gone missing from another participant’s bedroom drawer. My heart sank. There was no denying the pattern anymore.
I was devastated. The trust my participants had placed in us had been violated. These were people already vulnerable, and now they’d been taken advantage of by someone hired to support them.
When the police got involved, I learned this wasn’t her first time. She had a history of similar allegations with another organisation but no proof to hold her accountable. Just like us, they were left in a painful limbo.
I reported her to the relevant authorities, but the system can only do so much without evidence. It breaks my heart to think she might still be in the industry, moving from provider to provider.
I felt ashamed. I felt responsible. I kept asking myself, “How did I let this happen?”
But here’s what I learned. Trust is important, but so are boundaries and proactive systems. This experience led me to tighten our processes for identifying red flags early. I also realised that just because someone passes all the checks doesn’t mean they’re a good fit for the job or for our culture.
Sometimes, even when you do everything right, from police checks to rigorous hiring processes, people will still betray your trust. But you can always learn and improve.
This experience taught me to value integrity and honesty more than ever. It reminded me how important it is to stand up for the people we serve, even when it’s hard.
So, to anyone who’s ever felt blindsided or let down, you’re not alone. We all make decisions we wish we could take back. And while it’s not easy to admit, being real about our mistakes helps us grow, and it helps others feel less alone too.
Have you ever had a moment in business where you felt completely blindsided?
Share your story below, I’d love to hear it. Let’s remind each other that none of us are perfect, and that’s okay.