National Aquatic Industry Safety Awards
Excellence in Customer Service
• Rami is 28 years and refugee from Iraq, he speaks both English and Arabic. Rami and his family fled Iraq and then Syria before immigrating to Australia 4 years ago.
• Rami is also studying music at University while working full-time at Auburn Ruth Everuss Aquatic Centre.
Auburn is one of the most multicultural communities in Australia, and we believe we have demonstrated best practise operations in our community. The facility is a shining light for inclusion, diversity and multiculturalism through community engagement and collaboration. We have led the way on workforce diversification with amazing outcomes, whilst addressing the alarming statistics of drownings in multicultural communities. Rami is the epitome of our facility, we very proud of him. He is an ambassador of the facility and reflects the local demographic of our community. He is a worthy recipient of such a prestigious award and would be a great brand ambassador for Royal Life.
Rami has progressed from casual lifeguard to casual Duty Manager to full-time Duty Manager. We working with Rami to progress to Operations Coordinator. While also taking up inclusion role at the facility.
What it means
Rami is a role model at the facility particularly with the refugees that Belgravia Leisure employed through the ‘refugees breaking down cultural barriers program’.
Here is link to a recent media release. Rami is the one on the top right -
SBS article – Rami if the lifeguard at the end of the article
Describe how the nominee has provided a contribution to their community / industry in Customer Service
Rami has been an integral member of our team here at Auburn Ruth Everuss Aquatic Centre in contributing a tremendous amount of change to our facility since starting in July 2018. A lot of this is based on not only developing himself but all his peers around him. Rami leads by example as he demonstrates his skills in spending time with staff members from our young lifeguard team ensuring they are properly trained and comfortable in completing tasks. Through this, we have seen a big improvement in overall staff morale and ability. All staff throughout the Centre have witnessed his passion and commitment to his job which has had a positive influence on their work performance and work enjoyment.
Describe (and provide evidence) of improvements and/or achievements made in Customer Service over the past 12-18 months
Rami has helped change not only the team culture at Auburn but also improved the work ethic with how dedicated and hard he would work around the centre to influence a positive experience for all patrons from the local community. Rami started off with us working a couple of days a week as a trained casual lifeguard. Since working for the centre, Rami's skills and work ethic were discovered as he learnt his way around the Centre and quickly developed a passion for where he works. Within 3 months he progressed to become a casual Duty Manager for our team and was recently made full time back in March 2019. Throughout his time here Rami has learnt new language skills which has meant people with less well-developed English skills who speak a middle eastern language have better access to services and facilities. An example of when this occurred was when there was a middle-aged mum of a child with a disability who didn’t speak English well. She couldn’t complete the forms written in English but was helped through having someone who could speak her language.
Describe how the nominee has shown commitment to aquatic safety through Customer Service
Rami has helped deliver a high level of service to the Cumberland community through working at our Aquatic centre. Rami has had a positive influence on all staff members as well as patrons who don't speak English in which Rami has been able to translate important messages to them that we otherwise wouldn't have been able to translate. An example of one of these include his role in reinforcing our safety rules such as our Keep Watch Regulations by communicating our messages to some of our members and guests of the public in Arabic.
Describe what barriers have been encountered by the nominee in Customer Service and how have they been overcome
Rami’s background is of a refugee/asylum seeker, who has had to learn English, learn to swim, and then pass the LG course to go on to then complete the interview process to be able to work in the Aquatic industry whilst still attending school! Rami is from a large family which he financially supports, and he has had to overcome financial difficulty via payments from his school and other groups for him to be able to undertake the training requirements for his job.