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 Carer Recognition Act 2010 and the Statement for Australia’s Carers set out guiding principles and obligations for public sector and human service agencies. These responsibilities apply to all organisations that receive aged care funding to support older people to live at home.
Recognising the Carer Recognition Act 2010, the new Aged Care Act 2024 acknowledges the valuable contributions carers make to aged care. It includes a new regulatory framework and strengthened Aged Care Quality Standards that place greater obligations on aged care providers to actively partner with carers throughout the aged care journey.
Carer inclusive aged care
Carer inclusive practice means working in partnership with consumers and carers as partners in care. It supports safe, high‑quality, and person‑centred aged care and is guided by the principles of recognition, respect, voice, and equity, consistent with the Statement for Australia’s Carers.
A carer inclusive approach helps providers deliver high‑quality care and demonstrate compliance with the strengthened Aged Care Quality Standards, while improving outcomes for consumers, carers, and the broader aged care system.
Understand the Standards
Carers NSW has developed practical resources to assist aged care providers, managers, and staff to implement carer‑inclusive practices and meet regulatory and quality requirements under the strengthened Aged Care Quality Standards.
Apply in practice
Support your workforce
Keeping carers informed about changes to aged care
As partners in the care of older people, carers should be included in initiatives that raise awareness and understanding of the aged care reforms so that they can prepare for and respond to changes in aged care. It is important that providers deliver accurate and up-to-date information rather than make assumptions or interpretations about the reforms.
This will ensure that carers are well informed and do not become unnecessarily distressed about upcoming changes.
You can access the following resources to assist you in communicating about the changes to aged care for carers of older people, including resources for older people and their carers from Aboriginal and Torres Strait Islander communities and culturally and linguistically diverse backgrounds.
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.
The following infographic, developed by Carers NSW in partnership with the NSW Ageing and Disability Commission, is designed to help service providers identify and respond to carer stress.
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 and supporting carers in your workplace
While not all family and friend carers are interested in employment in the aged care sector, some are. Many carers have developed skills and experience due to their caring role that make them ideally suited to employment in aged care.
However, many carers face barriers when entering and sustaining employment in the sector. These include a lack of recognition of informal caring experience, limited or outdated formal qualifications, a lack of suitable replacement care, and insufficient flexibility or support.
Aged care service providers are well placed to support carers to enter and remain in the aged care workforce, and to promote themselves as an employer of choice by fostering inclusive workplaces and embedding flexibility in their practices.
For more information about supporting carers in your workforce, visit the Carers + Employers website.
Aged Care Workforce Project
Carers NSW is working with a number of partners to assist aged care service providers to attract, retain and support family and friend carers in paid employment.
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, as well as opportunities to support carers through workforce flexibility strategies.
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 visiting Carers NSW Aged Care Reforms webpage or subscribing to Carers NSW monthly eNews, which includes a quarterly aged care update.
You can also visit the Aged Care Engagement Hub or subscribe to the Department of Health and Aged Care’s EngAged eNewsletter for regular updates and opportunities to have your say on reforms.
¹Royal Commission into Aged Care Quality and Safety 2021, Final Report: Care, Dignity and Respect, Volume 3A The new system.