Melissa Therrien

Nomination Story

"Melissa Therrien is the General Manager of Ohana Care Health Services, a Canadian-owned, non-franchise home care company operating across Alberta and British Columbia. As a Registered Nurse with a Bachelor of Science in Nursing and a Bachelor of Arts, Melissa brings both clinical expertise and strategic business acumen to a role that spans virtually every function of the organization. Over the past three years, she has been the driving force behind Ohana Care’s growth, operational excellence, and reputation as a trusted partner in home-based care for hundreds of clients. Why Melissa Deserves This Award Multi-Province Operational Leadership Melissa oversees all operations across four service regions—Edmonton, Calgary, Vancouver, and Vancouver Island—managing hundreds of caregivers and a full-time administrative team. She has built scalable systems and processes that maintain consistent, high-quality care delivery across two provinces, diverse communities, and growing client demand. Under her leadership, Ohana Care has achieved Accreditation Canada certification, a credential that speaks to the organization’s commitment to safety, quality, and operational rigour. Measurable Business Growth In her three years as General Manager, Melissa has driven millions of dollars in annual revenue growth. This wasn’t achieved through aggressive sales tactics—it was built on a foundation of relationship-based care, exceptional client outcomes, and a reputation that generates referrals organically. Families choose Ohana Care and stay with Ohana Care because of the standard Melissa has set. A True Operational Swiss Army Knife What sets Melissa apart from most operational leaders is the breadth of her involvement. On any given day, Melissa is working across: • Sales and client onboarding – personally handling intake calls, navigating reluctant clients into care, and developing creative solutions for complex family situations • Marketing and brand building – hosting Ohana Care’s podcast, Caring Conversations, which has produced 12+ episodes educating families on home care topics and positioning Ohana Care as a thought leader • Operations and scheduling – coordinating care plans, managing caregiver matching, and overseeing 24/7 scheduling support • Hiring and recruitment – working alongside HR to attract, screen, and retain top caregiving talent in a competitive market • Billing and financial oversight – managing invoicing, navigating Alberta’s Client Directed Home Care Invoicing (CDHCI) program, and ensuring financial sustainability • Executive leadership – participating in strategic planning and decision-making with the executive team She doesn’t delegate these responsibilities because they’re beneath her—she stays involved because she believes great operations require hands-on leadership at every level. Client Impact and Reputation Ohana Care has earned the trust of thousands of clients and accumulated 700+ reviews. Clients and families consistently describe Melissa as knowledgeable, compassionate, and genuinely invested in their well-being. She has championed Ohana Care’s relationship-based care model—one that prioritizes consistent caregiver matching, personalized care plans, and the philosophy that every client should be treated like family. This isn’t a tagline for Melissa; it’s how she operates every day. Her clinical background as an RN gives her a unique ability to bridge the gap between frontline caregiving and operational decision-making. She understands what caregivers face in the home, and she builds systems that support them rather than adding burden. Employee Experience and Culture Melissa’s leadership style is proactive, firm, and caring—a combination that has earned deep respect from her team. She sets high expectations but backs them with genuine support, clear communication, and a willingness to roll up her sleeves alongside her staff. Caregivers trust her because she understands their work. Administrative staff rely on her because she leads with clarity and consistency. In an industry plagued by burnout and turnover, Melissa has built a culture where people want to stay and grow. Community and Industry Visibility Beyond internal operations, Melissa has raised Ohana Care’s profile through public-facing efforts, such as supporting partnerships with healthcare professionals, hospitals, and community organizations across Alberta and British Columbia. She has positioned Ohana Care as a credible, trusted voice in home-based care—not through self-promotion, but through consistent, values-driven action. Summary Melissa Therrien is not just an operational leader—she is the engine behind Ohana Care’s growth, quality, and culture. She manages two provinces, hundreds of caregivers, and every functional area of the business with a level of dedication that is rare in any industry, let alone one as demanding as home-based care. Her clients trust her. Her employees respect her. And the business results speak for themselves. If the Operational Excellence award is meant to recognize someone who elevates every dimension of a home care organization—from the client experience to the caregiver experience to the bottom line—Melissa Therrien is that person. "