The aged care system is complex, with some people finding it more difficult than others to navigate and access the services they need.
Recognising this, in 2021 the Royal Commission into Aged Care Quality and Safety recommended the creation of a dedicated workforce to help people who require intensive support to navigate and access the system.
As a result, the same year, the Australian Government announced a care finder program – a free service to help at-risk people to learn about, apply for and set up support services.
Care finder services are delivered by community health organisations and local governments. They are commissioned and funded by primary health networks.
North Western Melbourne Primary Health Network (NWMPHN) has commissioned eight organisations to deliver care finder services across its 3,200 square-kilometre catchment. In 2023 they helped almost 2,700 residents discover and access aged care services.
” … deeply embedded in their respective communities.”
One of these was a person in their 70s called, for our purposes, Chris, who was referred to the care finder services operated by the Darebin City Council in partnership with Merri-bek and Moonee Valley Councils.
Chris needed help to access Commonwealth-funded care and assistance to allow them to continue to live independently in their own home. Aged Care Assessment Services had already been in contact with them and found that they were living alone in public housing. They had no family or friends, and no direct care services in place. They had a history of complex mental health conditions, psychosocial issues, and had been recently diagnosed with dementia. Determining that they were eligible for entry level services, they were also placed on a waiting list for a higher-level package of care.
Alerted by the assessment team that they would likely require help to access services, a Darebin City Council care finder went to see Chris, accompanied by their treating mental health professional.
They found that Chris’ needs were greater than originally thought. They had recently injured themselves on the way to the shops and were no longer able shop or cook independently. The fridge was empty, and they were unable to explain how or what they were eating.
The care finder team, led by Anja Hauenschild, Coordinator Darebin’s Ageing Well Unit, started the slow and careful process of introducing some supports for Chris. These included having someone accompany them to the shops, testing a meal delivery service, and arranging to have a microwave installed in their home and teaching them how to use it.
The care finder requested the Aged Care Assessment Service reassess Chris to increase the level of support offered, and to start delivering it sooner. In addition, Chris was linked in with a Home Care Package provider with suitable skills and experience to meet their complex needs for more assistance.
“Our care finder team makes a significant difference to the independence, outcomes and quality of life of the people they support,” said Ms Hauenschild.
“My Aged Care and the aged care system are complex and there are significant changes happening in the sector.
“So being able to provide support to people who would otherwise experience barriers in accessing and navigating these systems ensures that they receive the services they need to remain safe and as independent as possible.”
A key benefit of care finder services, she added, is that providers “are deeply embedded in their respective communities.”
“This means excellent relationships with other providers and community services, enabling them to find solutions and options for people with complex needs,” she said.
Do you know someone who needs support from a care finder?
Care finder services operate across the entire NWMPHN region for vulnerable older people who need intensive support to access aged care and other local services. Eligibility criteria and more information are available on the My Aged Care website.
Anyone can contact a care finder organisation to seek support. We encourage GPs, mental health providers and other health and community service workers to refer eligible patients and clients to their local care finder service. Visit myagedcare.gov.au/help-care-finder for contact details.
Health professionals are encouraged to visit the Navigating Services for Older Adults page on HealthPathways Melbourne for more clinical and referral advice at the point of care.
