Our director’s one-year COVID Clinic experience helps keep travellers safe

When the coronavirus pandemic hit Australia, Edventure Travel director Billy Penfold seized the chance to work for a non-profit COVID-19 screening clinic in Melbourne. Now, after more than a year in the role, he’s educating others. 

“I took the role for an explicit purpose – to better understand the virus, so I could share the knowledge with my team. Together, we’ve built best practice prevention and infection control measures into every tour we run,” Billy says. 

As a company director, Billy takes the responsibility of managing COVID-19 seriously. His experience on the public health frontline has shaped Edventure Travel’s new COVID-safe travel protocols, and will ensure every traveller feels protected and arrives in-country prepared. 

Throughout all of 2021 and into Australia’s Omicron wave of 2022, Billy worked as a COVID-19 Support Worker for a screening clinic run by Eastern Access Community Health (EACH). Stationed in a swabbing room alongside nurses, doctors and COVID-19 educators, he developed professional skills in public health and patient-centred care.  

The COVID-19 Support Worker role, he says, was all-encompassing. 

“I screened patients and escorted them through the clinic, explaining preventative measures, what to do after their test, and how they should isolate. I handled COVID-19 testing materials, like swabs, vials and pathology forms.” 

Billy also learnt to apply environmental cleaning and disinfecting principles. He became skilled at managing transmission risks in small spaces, like included apartments, food preparation areas and poorly ventilated rooms. And, as you’ve probably guessed, he became an expert in handling and wearing Personal Protective Equipment (PPE), too. 

Edventure Travel director Billy Penfold wearing PPE. Billy worked as a COVID-19 Clinic Support Worker to build his public health expertise and keep travellers safe. 

Juggling an iPad and rapidly evolving public health advice, Billy made sure every patient received the most up-to-date directives and heath protocols – all while maintaining first-class infection control procedures. 

“I discovered early on that clear communication with patients helps alleviate their anxiety. It’s inspiring to see the resilience of young patients as they exit the clinic, or when they return for another test,” he says. 

For younger patients, a little humour helped keep things light. 

“I’d often tell the young children after sanitising, ‘The hand sanitiser is magic. Now you’ve rubbed it into your hands, it’ll make you want to go home and clean your room, pick up the clothes off the floor and read a book.’ The mums and dads always replied, ‘Can I take the hand sanitiser with me?!’” 

Billy awaiting his next patient at the Eastern Access Community Health (EACH) COVID-19 screening clinic. 

Part of Billy’s COVID-19 Support Worker role involved outreach work with the Rapid Response Testing Team. On those days, he’d travel to mobile and pop-up clinics at different locations around Victoria.  

The sites he worked in were diverse. They ranged from Melbourne Airport’s busy arrival and departure halls, to train station car parks, local government community buildings, apartment buildings, and in-home testing for young, elderly and disabled people. 

“Working in the airport arrival halls, travellers coming in for tests were very appreciative to be dealt with quickly and conveniently,” Billy says. 

The work taught him to recognise and help reduce travellers’ anxiety from the moment they entered the arrival hall. 

“It became second nature. From a distance, I could spot anyone showing signs of anxiety or apprehension. I learnt that a smile and a friendly manner go a long way – even when you’re wearing PPE!” 

Billy awaiting his next patient at the Eastern Access Community Health (EACH) COVID-19 screening clinic. 

To fulfil his role as a COVID-19 Concierge, Billy completed a suite of accredited training. He holds certificates in infectious control, child safety and respiratory clinic training. 

Complementing his formal training are skills he’s honed through decades of delivering educational travel programs overseas. Being able to understand and respond to patients’ varied needs and behaviours, for example. And, key to working in Melbourne’s most diverse communities: cultural awareness. 

“Cultural aspects, like being from a non-English speaking background, as well as social-economic factors, influenced how different local communities reacted to and dealt with COVID-19. But irrespective of these differences, I’ve experienced a deep respect and appreciation for healthcare workers from patients,” Billy says. 

Perhaps the greatest reward for Billy has been observing a positive shift in people’s attitudes. 

“Over time, as we’re learning to live with COVID-19, our fear is subsiding. In its place there seems to be a greater sense of community and social obligation – a feeling that ‘we’re doing this for the good of all’, not just for our individual benefit.”