With over two decades in care, Zakir Parvaj reflects on his call to care and the people and memories that keep him going.
An MBA graduate and freelance lecturer in marketing, health and social care, Zakir Parvaj had many roads open to him. But once he learned that his nephew had Down syndrome, Zakir embarked on a journey of two decades in the care sector – and has never looked back.
Today, Zakir holds multiple care qualifications for disabilities, including autism, dementia, and Down syndrome, and is a registered trainer with the National Autism Society. In this interview, Zakir tells us about his 22-year long call to care, and what he views as the biggest challenges in the sector today:
Jump to interview highlights
Zakir's Call to Care ↑
When did you join the care industry?
I first joined the care industry in 2002. Initially, I worked in a youth centre for people with special needs, mainly learning disabilities such as Down syndrome and autism. I also dealt with school dropouts who would come to the centre when they weren't listening to their parents. They faced a lot of issues. My role was to support them and try to help them get back into education.
In 2006 I joined a charity called Apasen and focused on the training and development side of the organisation. I worked with them for 18 years. During this period, the company grew and I developed alongside it, taking on various roles, including care manager, training and development, and quality assurance.
A big part of my care experience has been for people over 18 years old, including domiciliary care, residential care, respite care, supported living and day care. Domiciliary care has been one of our largest projects, with over 700 care workers and about 60 office staff.
After completing my MBA in 1998, I first worked as a freelance lecturer, teaching courses on health and social care, and marketing. Even back then, I had a strong interest in the care industry. Then, in 2003 my sister delivered a baby boy with Down syndrome.
What was it that attracted you to the care industry?
After completing my MBA in 1998, I first worked as a freelance lecturer, teaching courses on health and social care, and marketing. Even back then, I had a strong interest in the care industry. Then, in 2003 my sister delivered a baby boy with Down syndrome.
Since my nephew had Down syndrome, I started my own research on disabilities. I quickly realised that this would be the right time for me to join the care industry. I was in the right mind to learn everything I could about disabilities. I've since completed various training programmes on autism, learning disabilities, neuro-developmental disabilities, dementia, mental health issues and Down syndrome, and I'm also a registered trainer with the National Autistic Society (NAS) and other awarding bodies.
A Day in the Life of A Registered Care Manager ↑
Could you describe your role as a registered care manager?
It's a lot of multitasking. I'm responsible for overseeing daily operations, dealing with care workers, family members, office staff, field care supervisors, and care coordinators. My team needs support to be able to perform their tasks effectively and that's what I am there for.
I also interact with external stakeholders. It's a long list, including the Care Quality Commission (CQC), local councils, contract and commissioning teams, finance teams, social workers, the safeguarding team, hospitals, GPs, and district nurses.
Looking for and dealing with training providers are also part of the job. These days training can take place online or in-person, but you still have to coordinate them and closely monitor progress to make sure we get the best out of our staff.
A big part of the job includes handling complaints from clients and ensuring service quality. Sometimes a carer doesn't reach a client on time. Sometimes service hasn't been up to standard. If there's a serious complaint, I sometimes visit clients to see for myself what their concerns are, as field coordinators cannot always do it. I personally love to be involved with my service user and I can take action directly in response to their feedback.
The Biggest Challenges in Care Today ↑
After 22 years in care, what would you say are the biggest challenges?
Over the years, paperwork has become one of the biggest challenges in the care sector. You have to be on top of the reporting and do the paperwork consistently. More than ever, the care industry involves a lot of compliance and documentation, which can be overwhelming.
Safeguarding and handling complaints are also a major challenge. You don't want a bad name for your organisation, so you have to stay on top of people management. As you can imagine, managing a workforce of over 700 people comes with its own set of challenges.
If a manager who is responsible for 10 people tells you there are no issues, that person is probably lying. There are always issues. In care, you are expected to provide consistent and regular service and when care workers can't go to a client due to personal reasons, you cannot leave the client hanging. You have to find ways to make sure someone else goes to the client. Sometimes, it's very hard due to short notice.
While technology has made some aspects of the job easier, the additional paperwork and alignment meetings have significantly reduced direct client interaction. I used to visit five clients a week. Now it's down to one or two clients a week, sometimes a month.
How has care changed over the last 20 years?
The care industry has seen significant changes, with major improvements coming in every two years or so. New tech has been introduced, and along with it new ways of working. New software and equipment have been making operations more efficient. Training and research have also contributed to a broader understanding of care.
However, the growing focus on compliance and paperwork has created critical challenges in the industry. If you're bogged down with reporting and documentation, visiting clients becomes more difficult. While technology has made some aspects of the job easier, the additional paperwork and alignment meetings have significantly reduced direct client interaction. I used to visit five clients a week. Now it's down to one or two clients a week, sometimes a month.
Do you see the effects of the care shortage in your daily work?
Yes, care worker shortages can affect service quality. You need a strong workforce to provide high-quality care. And for that you need proper workforce development and training plans. Tresacare helps employers with these plans, offering resources and support for care workers.
On Care Worker Wellbeing and Support ↑
How did you discover Tresacare?
I first met Tresacare last year through recommendations from care workers. Tresacare offers a variety of training programmes that our care workers have found valuable and helpful. It is one of the training programmes that could use more funding.
In care, there are many valuable training programmes that don't get delivered due to lack of funding. For example, training for mental health awareness, moving and handling, risk assessment, care planning, emergency care, autism, learning disabilities, dementia, Down syndrome, cerebral palsy, end-of-life care… These are skill sets that care workers need.
Care worker wellbeing and support have become increasingly important, especially since COVID-19. Many care workers experienced isolation and mental health issues during the pandemic.
What are your thoughts on care worker wellbeing and support?
Care worker wellbeing and support have become increasingly important, especially since COVID-19. Many care workers experienced isolation and mental health issues during the pandemic.
I have referred care workers to Tresacare for mental health and wellbeing training, which has been beneficial. It would be helpful if Tresacare could develop more ongoing support systems, like telephone lines or app-based support, to help care workers manage stress and mental health issues.
Happiest Memory in Care ↑
What is your happiest memory in the care industry?
One of my happiest memories dates back to 2009, when I went to conduct a client assessment for a 19-year-old autistic gentleman in Bethnal Green, London. I visited a building called Loveless House – which I still remember to this day because of that unusual name – and an elderly Bangladeshi lady opened the door.
She looked faint and unwell, so even though I was there for her son, I asked if she needed medical assistance. She had no family nearby, and was reluctant to leave her son alone. She said they hadn't received any social services yet. I explained: "Yes, social services haven't come yet, because first I have to make a report. They will come next week. In the meantime, we have to get you to a doctor."
Whenever I work with people, many of them end up praying for me. That has no doubt helped me achieve a lot in my life... It's these moments of human connection that make the job worthwhile.
I called an ambulance for her, then I arranged for a care worker to look after her son for five hours. Next I called her daughter, who lived in Essex, and asked her to take over the care for her brother while their mother was at the hospital. Then I completed the assessment and followed up on social services for the son.
A week later, the woman called my company and asked for me. She thanked me for helping her. She had been admitted to the Royal London Hospital and they had told her that she had severe jaundice. If she hadn't gotten medical attention, her skin would have turned yellow and she would have had serious blood issues.
She said: "I was in the hospital for five days. I just got home today, and I raised my hands and prayed for you."
Whenever I work with people, many of them end up praying for me. That has no doubt helped me achieve a lot in my life.
That's an incredible story. Thank you for sharing that. Any final thoughts on the care industry?
While care work may not be the most lucrative profession, the satisfaction from helping others and the appreciation from clients can be incredibly rewarding. It's these moments of human connection that make the job worthwhile.
Zakir Parvaj is currently Director of Care Quality Assurance & Marketing at Shifa Health & Social Care. Before this, he spent 18 years as a registered care manager at Apasen UK, a charity that works with London local authorities and is an AQP (Any Qualified Provider) under the NHS. At Apasen, Zakir worked with doctors and nurses to provide complex care and address complex needs.
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