They are currently on the frontline of our COVID-19 response and our Hotel Quarantine Management Team are making a real difference in keeping Queenslanders and the rest of Australia safe.

Whether they are contacting returning visitors in hotel quarantine for regular welfare and health checks or actively swabbing guests, these unsung heroes are playing a critical role with empathy and a smile.

Metro North Hotel Quarantine Management Team Nurse Unit Manager Theresa Carmock said she was so proud of the team. It isn’t just a job for them – they love the work they do and put pride and empathy into their role.

“When Queensland Health and Metro North’s Community and Oral Health directorate took over from Metro North Public Health in late August the Management Team grew from half a dozen staff to at least 25 staff,” she said.

“Challenges – it’s COVID – there are changes every day… It’s a moving feast with what is new, what is happening more broadly and the challenging things that always pop up in hotel quarantine.

“Contrary to belief – hotel quarantine is complex – there are sad and challenging situations and people who are in quarantine for a variety of reasons – some by choice, some by no fault of their own.”

The Hotel Quarantine Management Team are one of many Metro North staff who are keeping Queenslanders safe.

Ms Carmock said our priority is about keeping the guests safe and making appropriate referrals to external agencies for support during their time in quarantine.

On average the Management Team will make more than 250 health and welfare calls each day across the seven hotels that Metro North manage including Rydges, Novotel, Quest and Mantra Hotels.

A Hotel Quarantine Testing Team undertakes testing of guests on two set days during their stay.

The Hotel Quarantine Management Team is made up of staff from across Queensland Health including dental assistants, Registered Nurses from the Royal Brisbane and Women’s Hospital Relief Pool, nurses from the Metro North Nurse Bank and other hospitals and directorates across Metro North.

“At any one time the Management Team could be managing up to one thousand guests, with tens of thousands of guests having had welfare checks and COVID-19 tests,” Ms Carmock said.

Ms Carmock also highlighted the work of Metro North Public Health and Clinical Nurse Alice Liddell.

“She has been instrumental in setting up procedures and operationalising the model of care we have today. The success of our team is because of her contribution and dedication.”

Some words from our Quarantine staff

Delise Fitzgerald, Health and Welfare Checks, Hotel Quarantine Management Team

“I enjoy talking with the guests as I have great empathy for what they are going through and trying to address their concerns to make them as comfortable as possible.

Pic. (Left) Julie Postawski and (Right) Delise Fitzgerald

“I enjoy making their experience the best it can be given the circumstances.”

Julie Postawski, Health and Welfare Checks, Hotel Quarantine Management Team

“We are health care workers and are trying to give people the best possible care. We appreciate what guests in hotel quarantine are doing to keep the rest of us safe.”

Jessica Donnelly, Assessing and Testing Guests, Hotel Quarantine Testing Team

“I am trying to make it a pleasant experience as possible for our guests, for kids and their families.”

Brielle Bogle, Assessing and Testing Guests, Hotel Quarantine Testing Team

“It is quite daunting for guests and very important for them to be here – but I enjoy being able to be supportive and acknowledge their experience while making it a positive experience for them.”

Pic. (Left) Jessica Donnelly and (Right) Brielle Bogle pictured her at the Rydges Hotel in Fortitude Valley.