Ricah's story: From Afghanistan, with heart - caring the way it should be

Banksia Cottage Respite Program Manager Ricah Noorzaye shares what makes her workplace special after being recognised in HESTA’s 2026 Excellence Awards.

High-quality aged and community care comes from a core human component not often celebrated as the one to listen to in professional life, according to Ricah Noorzaye.

“We have to work with our heart,” the BSL Banksia Cottage Respite Program Manager says.

“The way I want to look after people is the way I want somebody to look out for my mum, my dad, my grandparents, or myself in the future. This is how I approach my work, but I don’t see this as a job. I put all my heart into it when I do it and I absolutely enjoy it.”

With that insight, it’s easy to see why Ricah was a finalist in the Aged Care - Individual Leadership category of HESTA’s 2026 Excellence Awards for her work at Banksia Cottage, BSL’s dementia-specific short-stay care centre and day program in Frankston.

The southeast Melbourne local connects her values and work ethic with her life experiences before moving to Australia as a teenager.

"Growing up in Afghanistan during years of conflict taught me lessons that have stayed with me every day of my life. Life there was incredibly difficult. Hardship, uncertainty and loss were part of daily life. But through all of that, I learned something powerful: resilience.

“I learned to keep going, to care deeply even when things are hard, and to see the humanity and dignity in every person no matter their circumstances. Those experiences shaped the leader I am today. They taught me that strength isn't just about getting through hard times, it’s about lifting others up along the way.”

Next year, Ricah will celebrate 10 years at BSL and Banksia Cottage, having started as a Personal Care Attendant and then Business Support Assistant.

Her approach to leadership incorporates everything that came before: “No matter the title, my purpose has never changed: to treat every person with the respect, choice and dignity they deserve.

"For me, leadership isn't about being in an office; it's about being on the floor with my team, working with them, not above them. It’s about bringing out the best in everyone around me and creating a place where both our clients and our team feel safe, valued and heard. We face challenges together, we problem-solve together — and that’s exactly what makes us strong.”

Having worked in residential aged care before joining BSL, Ricah is attuned to the Banksia difference: “At Banksia, we don't just care for people; we see them.

“Choice is so important: people can get up, eat and live the way they want, join wonderful activities tailored to their abilities, enjoy outings, connect with others, and have a wonderful time while their families get a well-deserved break. It’s social, joyful and full of life. Because we are a small, close-knit centre, we build deep, trusting relationships with every family. We don’t feel like a big, impersonal facility; we feel like family.”

Congrats, Ricah!