On the Quo Vadis Trust blog today, we meet our fabulous Deputy Director of Operations, Marika Lucisano, who not only plays a pivotal role when it comes to how our charity is run on a day-to-day basis, but who has also just been shortlisted for this year’s Women in Housing and Housing Heroes Awards, in the ‘Woman of the Future – Housing association/Local authority’ category, which is a huge achievement in itself. The final takes place on Monday 26 June 2023 at Manchester Central, alongside Housing 2023; Europe’s largest housing festival, and we’ll be cheering Marika on – watch this space for an update!
In the meantime, we thought we’d have a chat to Marika, and find out more about her background, her role at QVT, and vision for the charity’s future…
What is your career background, and how long have you been working for QVT, Marika?
My academic background is in Psychology and Cognitive Science, an area I have been interested in from my teenage years. Over the last 9 years I have specialised in the housing sector whilst working with adults with mental health ill health and complex needs.
I started working as a support worker before taking on management roles, which, two years ago made me arrive at QVT in the role of Deputy Director of Operations.
What is your role and what does it involve?
My role involves the management and improvement of the operations department, working in partnership with the managers, the Director of Operations and other QVT departments. This includes staff professionalisation, overseeing the quality of accommodations and developing programs to promote clients’ involvement and inclusion.
Most rewarding part of your role?
This is a good question!
Of course, what is rewarding for one person may not be so appealing to another and when I explain to others what I do, I am met with mixed reactions. Some people comment that it is really rewarding; others say: “I don’t know how you do it!”.
A career in the housing and mental health field is something a lot of people turn away from – it’s a hard career sector and you need a lot of energy to succeed within it.
Personally, being of service to others and having the awareness that at the end of the day I have acted as a positive force in someone’s life, is the most personal and rewarding job I can have.
In addition, having the possibility to work in an organisation where my values and the company values align, is also rewarding. Our main goal is to help people to gain skills and knowledge that allow them to move on, leaving the supported accommodation environment and be able to live independently. Every time I witness a person’s overall change, growth and move towards a state of greater functioning is an achievement, and it is truly rewarding.
The other gratifying aspect is working in a multicultural organisation. Our staff and clients are coming from different life paths and have different backgrounds. I came to London 10 years ago, not knowing one word of English and being Italian from top to toe. Working here has enabled me to empathise better with those from widely different cultures and backgrounds, to adapt my communication style and the way I interact with others.
Most challenging aspects of your role?
My role has some challenges. First, it can be emotionally exhausting. Truthfully, it takes time to experience some successes, but daily we deal with crises, complaints, incidents, relapses. Therefore, the challenge is being able to build resilience and flexibility and, once at home, detach from work. Over the years I have learned to look after my mental and physical health, to put boundaries and to have “me time”.
Another challenge is the opposite side of what I mentioned earlier as rewarding. I spoke about the fulfilment in having an impact on someone’s life. However, this means also being aware of the weight and effect that my words, actions and decisions can have on clients and staff. As a leader, it means being responsible and accountable for others and to act as a good role model.
Last but not least, the other challenge I would like to mention is working in an environment that it is constantly changing. For example, working during the two years of the global pandemic has affected me and many of us working in the sector. We worked in an environment shaped by long-term crisis, and we had to learn to manage new risks, support our staff and clients, while dealing with our own fears. It was a test, from which, I am proud to say, we came up showing unknown strength and adaptability.
Has there been a most memorable moment in your job?
I don’t have just one. Working in our sector and working with people does not make you have big moments, such as a big sales outcome if you are a retailer, or smashing a target. However, there are a few. For example, promoting equality and diversity and creating inclusive communities in our supported accommodation is memorable. Supported accommodations are small communities, where people from different backgrounds live together. They represent small societies with typical dynamics. So, a few years ago I was managing an accommodation with around 30 residents, of which a minority were gay, lesbian and transgender. They experienced some acts of discrimination and were not feeling comfortable. I arranged a LGBTQ+ group and invited everyone to attend. Some of the clients we invited were surprised, and questioned the invitation, specifying that they did not belong to the group. Many people attended. We talked about history, stigma, many clients shared their personal experiences. The others listened with an open mind. Both the process leading to the event and the outcome were indeed memorable!
Another special moment happened few weeks ago. I met with some clients who volunteer with QVT to review the service delivery and together we attempted to do SWOT analysis of the organisation. Talking about the strengths, one client told me that he believes that the volunteering program at QVT is a strength, as it has given him a purpose in life.
Part of my job is also to oversee and support the managers and staff. It is remarkable working with a group of people that go extra miles and try to help each other and truly care about the clients. I saw many doing well, growing and progressing in their career; something I truly cherish. These variety of rewards are also a significant aspect of my job.
What do you think the future holds for QVT?
QVT leaders are committed to the growth and improvement of the organisation. I am excited because we are currently working on a new strategy; we have a team of trustees and staff committed to accomplish our mission of serving the community and improving our clients’ life, as well as volunteers and clients who are deeply involved in the design and delivery of the service. We are aware of our strengths and limitations, and therefore I am sure QVT can continue to grow and I am looking forward to giving my contribution.
What does it mean to you to be a ‘Woman of the Future’ in housing?!
I am very honoured to be nominated and shortlisted as a ‘Woman of the Future’ within Housing. It means being acknowledged for the commitment and work I’ve done until now. It means also having an understanding that much more needs to be implemented to support our clients, to make sure that their voices are heard and to respond to what the future holds for QVT and for the housing sector.
In summary, it means being able to make a difference!
Thanks so much for speaking with us, Marika! You can read other QVT news and interviews over on the blog section of our website.