In Genesee County, we have a common purpose: Making a positive impact on the residents we serve. That impact can be seen in thousands of ways, both large and small, every day. Sometimes excellent customer service means much more than simply completing a task. For Mobile Meal Driver Matthew Foster, his consistency, attention to detail, and commitment to teamwork may have helped save a resident’s life.

A resident who is served by the county’s Home-Delivered Meals program was placed on the Genesee County Community Action Resource Department (GCCARD) call log on a Tuesday evening after she was not home to receive her meal for two consecutive days. This was unusual for the participant, who rarely leaves her home.

After two unsuccessful attempts to reach her by phone on Wednesday, an employee with the Valley Area Agency on Aging (VAAA) contacted the participant’s brother in California. Based on the circumstances, the decision was made to conduct an unannounced visit to her home later that afternoon.

Upon arriving, staff noticed that Matthew’s missed-meal door tags were still hanging on the participant’s door handle. That important detail confirmed that something was wrong, and a call was immediately placed to request a welfare check.

After responders were able to enter the home, they found the participant in her bathtub, confused and disoriented. She was transported to a local hospital, where she was admitted for treatment.

In a follow-up conversation, the participant’s brother expressed his deep gratitude for the quick response and the actions that helped save his sister’s life. She has since been released from the hospital, received additional care at a rehabilitation facility, and is expected to return home soon.

This experience is a powerful reminder of why following procedures, paying attention to the details, and working together matter so much. The people we serve are our friends, our neighbors.

The VAAA caseworker said that, were it not for Matthew’s diligence, there may not have been a quick follow-up, and the story could have had a different ending.

Matthew’s dedication went far beyond delivering a meal. By consistently following GCCARD’s procedures and documenting missed deliveries, he helped create the chain of communication that ultimately led to a participant receiving the help she desperately needed.

This collaborative effort between GCCARD and the Valley Area Agency on Aging is another example of county employees living up to our values as an organization — values like teamwork and excellence. It also demonstrates Genesee County’s continued commitment to supporting healthy, livable and safe communities.

Thank you, Matthew, VAAA and everyone involved, for demonstrating how excellent public service can truly make a life-changing difference.