Meet the Team
Our staff are sympathetic, reliable and dedicated, each have
their own way of enhancing the lives of people in their care.
A Family Business
Now in it’s 17th year.
TLC is run by three sisters, Olwen, Cathy and Helen, who between them have over 60 years’ experience in caring for older people, so their knowledge and expertise really is second to none.
The three sisters are joined by daughters, Andrea and Sarah, who both hold managerial roles in the organisation.
Olwen Dean
Training Director
I’m Olwen, the eldest of the 3 Directors, we are sisters, and the Lead in Training and Compliance.
I started out in Care when my children were young, I worked nights at the largest care home in the County, 63 beds, and have seen many changes to the Care Industry over the years. My mum was the Officer in Charge, she was a fantastic Role Model, her biggest quality is that she ‘cares’, she retired many years ago following a long and distinguished career in Care, having given up nursing to bring the 3 of us up. Everyone who knows her, will agree how fair she was as a boss and the kindest person. Our family name is Darling, they say she is Darling by name and Darling by Nature. It was our mum who thought up our company name, Tender Loving Care.
When we started the business over 11 years ago, me and my sisters, provided care to the Individuals who needed it, recruited and trained care workers to work alongside us and over time took a step back to manage the business and make it what it is today one of the most popular private agencies in Conwy.
My career moved into high street retail and banking as my children became more independent and I focussed on training, coaching and motivating the teams I worked in to hit our targets.
I came back into care about 16 years ago and it is, by far, the most fulfilling work I have done. We make a difference and that gives a different type of job satisfaction, I am a people person and thrive on building relationships, I love the challenge of training new people to care and watching them develop into workers who ‘Care’
My personal experience with my dad, who had his leg amputated, 10 years before he passed away, gives me an empathetic attitude to Individuals who have a physical disability but no impairment to their mind, sometimes, public attitude leaves much to be desired. Respect for all Individuals in our care and those we work in partnership with forms the basis for all our training.
My qualifications consist of a Registered Managers Level 4 Award in Care.
Management Level 3 Award and ongoing membership of the Institute of Leadership and Management, ILM along with Train the Trainer accreditations.
I am proud to be a part of our family business, we support our employees in their everyday work and career development and consider them as our Extended family, as well as supporting one another.
Our ultimate aim is to provide the Individuals in our care with the best standard of service possible.
My outside interests include keeping fit and travel, alone and with my children and granddaughter.
I recently joined a team from TLC to climb Snowdon, 8 of us successfully conquered Wales’ highest peak and raised over £1200 for a local charity , The St David’s Hospice.
Cathy Williams
Financial Director
I am Cathy Williams, “the middle one” of the three sisters and I am the Registered Manager at TLC, I have been in care since 1990. When I started in care I chose a career path in Residential Homes where I worked night shifts in order to maximise my home life with my four children, my husband and I were like passing ships for years, I would come home from work and he would leave for work. I have a very strong family bond and I am proud of where I am today. My mother was my inspiration and still to this day take advice on work and family matters from her. I studied hard whilst working nights and gained qualifications up to Diploma Level, which I might add!! passed with a Distinction.
I progressed into Domiciliary Care and never looked back, for me it was “real care”, people much happier in their own homes with as much or as little support that they need. Having my family around me on a daily basis is an added bonus and I hope one day some of my grandchildren will work in the family business and carry on the tradition.
Outside of work, my passion is Football, my husband, Dilwyn, and I follow the Welsh National Team wherever they go and when able my sons come with us, I enjoy foreign travel especially Cruising.
Helen Darling
Care Director
I am Helen Darling and I am the youngest of the three sisters. I am a Managing Director at TLC also the Responsible Individual. My passion for care started at a young age, I can remember always wanting to go to work with our Mother, spending time with the residents at the home, where she was the Matron, listening to stories that they had to tell about their lives, laughing and sometimes crying with them too! care is in my blood and it is what I have always known. I started working in a residential care home as soon as I left school, I was a care worker, I enjoyed being part of a team and I worked in this role for 25 years, I have worked in Domiciliary Care for the past 11 years, I believe that individuals are happier at home and I am proud to be able to provide a service that puts individuals at the heart of the care that they receive.
All through my working life I have turned to my Mother for her guidance, she listens, advises and always understands, she has so much life experience and she is very precious to me.
My qualifications include Level 3 Diploma and Registered Managers Award Level 4 in Health and Social Care.
Outside of work I enjoy spending time with my mother and my son.
Andrea Perkins
Manager
I am Andrea, daughter to Olwen and Recruitment Manager at TLC. I joined our family business in 2011. During my time at TLC, I have developed valuable skills and experience as well as supporting and encouraging our teams with their personal development. My professional experience includes studying as a student nurse, where I gained invaluable care experience, improved my academic ability, and people skills.
I have completed an Access to Nursing Diploma Level 3 and most recently, Level 5 Diploma in Leadership for Health and Social Care, both qualifications have helped to build on both managerial and care skills.
I enjoy learning and believe that personal development is vital for managers and our teams of care workers. I work well with others, I enjoy meeting people, talking to potential new care workers, communicating with new and existing individuals in our care, their families, and carers.
I am really excited about the future with TLC, I hope that my daughter Phoebe will follow in our footsteps and one day join our team, to continue with our hard work and family values, that truly make us stand out from the rest.
Outside of work I like to spend time with my husband, daughter, and our French Bulldog, we are a very active family and love to be outdoors, I attend a local gym and I enjoy keeping fit and healthy.
Sarah Roberts
Manager
My name is Sarah Roberts (a.k.a Cathy’s Daughter) and I am the Finance Manager for TLC. I have worked for TLC since July 2010, previously I worked as a Finance Officer for North Wales Police for 9 years, so have plenty of experience controlling the purse strings!!
My interests outside of work are spending time with my Husband Steve and our 2 Beautiful Daughter’s Libby and Lottie – we enjoy swimming and eating out together! It is a pleasure working alongside my family, doing what we do best – Domiciliary Care!
Who’s who at the office?
TLC have an office team of Administrators , (Left to Right) Sophie ,Emma, Jen, Natalie and Gemma, who deal with incoming calls and the day to day running of the business.
Left to right, Sophie and Emma ( Soon to be Cathy’s daughter in Law) are experienced in Care and until recently, they worked out in the community as Supervisors, they are friendly, knowledgeable and qualified to Level 3 Diploma in Health and Social Care.
Jen, Natalie and Gemma.
They are patient, understanding and have great people skills, most of all they are ‘Team Players’
Jen
HR
Jen (Olwen’s daughter in Law, recently moved here from New Zealand) supports HR.
Natalie
Recruitment
Natalie supports in Recruitment Administration.
Gemma
Office Team
Gemma started as Receptionist and having been trained and along with the experience she has gained, is now proactive within the team.
Sarah
Assessment Officer
Sarah Rowlands is our Assessment Officer, Sarah has a Level 3 Diploma in Health and Social Care along with accredited Care planning and Health and Safety training. She is the first point of contact face to face with Individuals who require Care services from TLC. Sarah also speaks Welsh, Mae hi’n siarad Cymraeg. Sarah also forms part of the out of hours on call team.
Emma
Rota Coordinator
Emma is Cathy’s daughter in Law to be and Supports the rota team as well as the office. Emma has a wealth of care experience and worked as a supervisor out in the community before joining the office team, she is friendly, knowledgeable and qualified to Level 3 Diploma in Health and Social Care.
Mandy
Out of hours coordinator
Mandy is our out of hours coordinator, she has many years’ experience in year and Level 2 and 3 NVQ, she is calm and approachable and she is a great support to the staff during the evenings, early morning and weekends. Very much behind the scenes but valued no less.
Sophie
Office Team
Sophie has recently joined our office team. Sophie started at TLC over seven years ago, achieved Level 3 Diploma in Health & Social Care, was promoted to Supervisor, and currently works as an office administrator and co-ordinates out of hours.
We have a Team of 8 Supervisors/ Care coaches, they support the teams who provide the care and work out in the community.
We have 7 areas and our aim is to provide consistency and continuity for Individuals receiving Care services and the team who provides that care.
Our teams go out into the homes of service users and provide support for any task which forms the care plan, from personal care and cleaning, to shopping and companionship. Even just knowing someone is popping in for a chat and to see how you are, can make all the difference when you are living on your own and for many, the carers from Tender Loving Care offer a real lifeline. And for relatives, knowing that their loved one is being well looked after by the team at TLC, helps give them complete peace of mind.
All TLC workers are trained to a high standard , they are sympathetic, reliable and dedicated, and each have their own way of enhancing the lives of people they care for in the autumn of their lives. The organisation has a compliments file from satisfied service users and their relatives, wanting to express their gratitude for the service given to them by the carers at Tender Loving Care.
If someone is unhappy with a part of their service, we welcome feedback, good and not so good, we use the opportunity to learn from the experience and improve, with the overall aim of exceeding people’s expectations.
The team at TLC are proud of their achievements so far and believe that their commitment to providing the highest standard of care is helping them on their way to becoming the most respected private care provider in the county.
And the key to our success?
Simple ………. hard work and dedication to our service users, workforce and the reputation of Tender Loving Care Ltd.
We work with Social Services, local hospitals, GP’s and District Nurse teams to deliver the person focussed services required to enable people , who choose to be at home, to stay at home.
We receive support with Health and Safety and Employment Law support from Citation and have QMS, (Quality Management System) Accreditations to ISO 9001, 14001, 18001 and 27001 standards.
4000+
Visits Per Week
109
Care Workers
