Juanita Malan-Hendricks: Exceptional Service of ETQA at ETDP SETA – A True Example of Going Above and Beyond!

It is not often that one encounters an individual within a public institution who genuinely embodies the spirit of service excellence — however Juanita Malan-Hendricks, the Education and Training Quality Assurance (ETQA) Officer at the Education, Training and Development Practices Sector Education and Training Authority (ETDP SETA) offices in the Western Cape, has proven to be that rare exception.

In my capacity as a third-party stakeholder assisting a former learner to obtain the long-overdue SETA-stamped Certificate — for a qualification completed as far back as 2019 — I had engaged with what felt like nearly every Member of Staff at the ETDP SETA offices in the Western Cape. Yet, progress seemed slow and the process daunting, until I had the privilege of engaging with Juanita Malan-Hendricks.

From the very first interaction, it was evident that she approached her work with remarkable integrity, empathy, and dedication. Despite the matter falling somewhat outside her immediate scope of responsibility, Juanita Malan-Hendricks took it upon herself to go the extra mile — ensuring that communication was clear, follow-ups were consistent, and that a customer-centric approach was maintained at all times.

Her unwavering commitment, professionalism, and genuine care for the people behind the paperwork stand as a true reflection of what public service excellence should look like. Even when faced with challenges, she demonstrated patience, warmth, and persistence — restoring faith in the SETA system and setting a commendable example for her colleagues and the organisation as a whole.

Juanita Malan-Hendricks, thank you for your kindness, your humanity, and your tireless effort in ensuring that service delivery is not just an obligation, but a calling. You have truly made a lasting impact, and your work deserves to be recognised and celebrated publicly.

With sincere gratitude and the utmost respect, Tyrone Linroy