North Shore Elder Services (NSES) is typically a hub of activity on most days. Come through the doors of our office in Danvers at 300 Rosewood Drive, Suite 200, and our professional receptionist staff will greet you.
Kay Pierce and Laurie Chouinard are your first contacts whether you are placing a call to us or visiting our office in person.
“The role of the front desk staff is much more challenging than answering a ringing phone. It is a juggling act sometimes between the phone inquiries, walk-ins to the office, meetings, interviews for job candidates, and the mail postings we do each month,” says Ruth Fitzgerald, Office Administrator at NSES.
Laurie Chouinard has been with NSES four years. “It is a very busy switchboard, with approximately 200 calls per day. The calls vary from Protective Services inquiries, to someone seeking information about our services, to someone wanting to speak with their Care manager, to walk-ins needing assistance. There is a lot of multi-tasking, especially when it gets busy.”
Kay Pierce thinks of the position as triaging. “The person on the other end of the line does not necessarily know what they need or are looking for. It is our job to figure out where the call should go and who can help the person.” Kay has been working for NSES on a part time schedule for almost six years.
Ruth appreciates that given the reception is the first interaction most people have with the agency, Kay and Laurie provide a positive impression whether in person or on the phone.
“It sometimes takes some detective work on their part to determine where the call should be directed. It can be difficult as callers can be confused, hard to understand or upset. I know the staff at NSES are appreciative of the hard work the receptionists do.”
Both Laurie and Kay credit liking the people they work with and meet as a bonus to their job.
Laurie adds, “It feels good when I can steer someone who might be overwhelmed or upset in the right direction. We work to quiet their fears or confusion.”
In her leisure time, Laurie likes to spend time with her family, particularly her two sons, and her dog. She also says she is lucky to have her mother and two sisters living locally and her father not too far away.
NSES has also benefitted in her family connections; because of Laurie, her sister is a regular office volunteer at North Shore Elder Services.
Staff at NSES know Laurie is a fashion lover. She will be the first person to let you know where the “bargains” are. Just ask!
Kay retired from thirty-five years of teaching, with her last years spent as a Biology teacher at Essex Aggie. Kay keeps very busy between her hours at NSES and volunteer work. She acquired certification, along with her poodle-mix dog Teddy, in pet therapy. Kay has been servicing hospice patients for two years in this capacity. She also helps in the care of her young granddaughter once a week. She appreciates that all three of her children live in the area.
These are the faces behind the voices when you call North Shore Elder Services. They may not hear it enough how their fellow employees appreciate their work; however, it is well understood that it all starts with the reception staff – the hub of North Shore Elder Services. Thanks to our mighty trio; Ruth, Laurie, and Kay for all they contribute.
If you have an interest in employment opportunities at North Shore Elder Services, check out our website at https://nselder.org/get-involved/employment-opportunities/