For aged care service providers
A carer is any individual who provides care and support to a family member or friend who lives with a disability, mental illness, alcohol or drug dependency, chronic condition, terminal illness or who is frail due to age.
This page contains information for service providers and professionals working in aged care on identifying, recognising, and supporting carers of older Australians. It offers practical strategies and resources on how service providers can implement carer inclusive practices, and better attract and retain carers in paid employment in the aged care sector.
Identifying and supporting carers in aged care
The Royal Commission into Aged Care Quality and Safety acknowledged the critical role carers play in the aged care system¹. Carers provide a range of support to older people, including practical care, emotional support, advocacy, and administration and coordination of aged care services. They are often involved in decision making, health and other assessments, and support planning for the person they care for. Many carers support their loved one to remain living at home and in the community, while other carers provide support to a loved one living in residential aged care.
Findings from the Royal Commission report the need for greater reforms in aged care to better recognise and support the role of carers. This includes access to timely and quality information and supports such as respite, counselling, and education, as well as training to improve the wellbeing of carers, their capacity to care, and their social and economic participation.
Service providers are uniquely positioned to actively engage with carers and contribute to improving outcomes for both carers and the older Australians they care for.
Key support services you can directly refer carers to include:
Carer Gateway – Practical support for all carers (including counselling, peer support, respite and more).
1800 422 737 (Monday to Friday, 8.00am to 5.00pm local time)
My Aged Care – Access to a range of supports and services for older Australians.
1800 200 422 (Monday to Friday, 8.00am to 8.00pm, Saturdays, 10.00am to 2.00pm)
Aged Care Specialist Officers – In-person or telephone support including general information about aged care, help to talk to the My Aged Care contact centre, and use the website.
1800 227 475 (Monday to Friday, 8.00am to 5.00pm)
www.servicesaustralia.gov.au/aged-care-specialist-officer-my-aged-care-face-to-face-services
Visit Services Australia – findus.servicesaustralia.gov.au
Seniors Rights Service – Information, support and advocacy for older people, their family members and carers.
1800 424 079 or 02 9281 3600 (9.00am to 5.00pm)
www.seniorsrightsservice.org.au
NSW Ageing and Disability Abuse Helpline – Information and support if you are concerned that an older person is being abused, neglected or exploited.
1800 628 221 (Monday to Friday, 9.00am to 4.00pm)
Carer recognition
The Australian Government is committed to greater carer recognition and inclusion and making significant changes to carer rights and legislation towards improving outcomes for all carers.
The Carer Recognition Act 2010 and the Statement for Australia’s Carers sets out guiding principles and obligations for public sector and human service agencies, including any organisation that receives aged care funding to support older people at home.
Recognising the Carer Recognition Act 2010, the Aged Care Bill 2023 acknowledges the value of the contribution of carers and asserts that aged care service providers should consider carers as partners in delivering funded aged care services.
Carer inclusive aged care
Carer inclusive practice centres on working in partnership with consumers and carers as ‘partners in care’, guided by principles of recognition, respect, voice, and equity. Consistent with the Statement for Australia’s Carers, key aspects of carer inclusive practice include:
- Recognising the valuable contributions of carers, for both the people they care for and the community.
- Partnering with carers and aged care consumers in assessment, planning, delivery, and review of aged care services.
- Supporting carers’ health, wellbeing, and socioeconomic participation, referring and assisting them to supports and services for sustaining their caring role and balancing other roles.
- Recognising and respecting the diverse needs and choices of carers and valuing their unique knowledge and experiences.
Why create carer inclusive aged care?
Taking a carer inclusive approach to providing aged care can lead to improved outcomes for aged care consumers, carers, and the broader system itself.
You can register below to attend online workshops for service providers on supporting carers in their practice.
Keeping carers informed about changes to aged care
As key supporters of people who are ageing, it is important that carers are informed about proposed changes to aged care so that they can prepare for and respond to changes. However, it is important that you provide information that is fact-based and do not provide your own interpretations or thoughts about how changes will be implemented. This will ensure that carers are well informed and do not become unnecessarily distressed about upcoming changes.
Watch the video below for more information and tips on talking to carers about changes to aged care:
To find out more about changes to aged care, explore the Aged Care Reforms page on the Carers NSW Aged Care Hub by clicking below.
Identifying and responding to concerns about elder abuse by carers in the home and community
When providing aged care services to an older person in their home or community, service providers may witness or receive reports of concerning behaviours or restrictive practices by family members or friends who are also providing the older person with regular care or support. In these situations, it is important that providers respond swiftly and sensitively to reduce potential risk of harm to the older person while recognising the often complex nature of caring relationships and families. For more information about responding to restrictive practices by family and friend carers, download the fact sheet below.
For information or advice, or to report concerns about potential elder abuse by family and friend carers, you can contact the NSW Ageing and Disability Helpline. Reports made through the helpline may be investigated by the NSW Ageing and Disability Commission.
NSW Ageing and Disability Abuse Helpline – Information and support if you are concerned that an older person is being abused, neglected or exploited.
1800 628 221 (Monday to Friday, 9.00am to 4.00pm)
Employing carers
While not all carers want employment in aged care, some do. Due to their caring role, many carers have developed skills and experience that make them ideally suited to employment in aged care. Carers may also find the flexibility of aged care roles beneficial in balancing their employment and caring responsibilities.
However, carers may also face barriers when considering employment in aged care:
- Low confidence due to time out of employment
- Limited or outdated formal qualifications
- Lack of recognition for informal caring experience and knowledge
- Limited carer-focused information about employment in aged care
- Financial constraints and inability to access replacement care
- Difficulty accessing flexibility to balance employment and caring responsibilities
There are a number of opportunities for aged care providers to make their workplace policies and practices inclusive to support carers to enter employment in aged care, and to promote themselves as an employer of choice for carers.
For more information about supporting carers in your workforce, visit the Carers + Employers website.
The Aged Care Workforce Project
Carers NSW is working with a number of partners to assist aged care service providers to offer employment pathways for family and friend carers.
The following resources have been developed as part of the Aged Care Workforce Project to help employers understand the transferability and employability of carers’ skills and interests.
Partnering with Carers NSW
Carers NSW is currently developing a range of resources on carer inclusive aged care and has several partnership opportunities for research and project development focusing on innovative support for carers. To express your interest in partnering with Carers NSW, please email policy@carersnsw.org.au.
Sharing your experiences of aged care
You can raise issues or concerns about an experience you have had with aged care by filling out the Carers NSW Policy Advice Form below.
This information is used to inform our policy work, including writing submissions and providing feedback to governments on key issues affecting carers.
Staying up to date with changes to aged care
You can stay up to date with the latest changes and upcoming planned reforms to aged care by subscribing to Carers NSW monthly eNews, which includes a quarterly aged care update.
You can also visit the Australian Government Aged Care Engagement Hub or subscribe to the Department of Health and Aged Care’s EngAged eNewsletter for regular updates and opportunities tohave your say on reforms.
¹Royal Commission into Aged Care Quality and Safety 2021, Final Report: Care, Dignity and Respect, Volume 3A The new system.