Nov 03, 2021

New in-person help now available to make “overwhelming” aged care system easier to navigate

In-person aged care advice

From the numerous channels of information and options, many have felt overwhelmed at the task. 

The announcement of in-person help has come as a relief for many seeking to find the vital information needed to choose the best aged care journey for them.

Help at hand

Commencing this week, trained aged care personnel will be ready in-person, across 15 locations throughout Australia, to assist older Australians journey through the aged care system. 

Those who have been attempting to figure out the complexities of the My Aged Care website will soon be able to meet with support staff for in-person assistance. 

Speaking to the feedback he has received from constituents, Health Minister Greg Hunt commented, “Planning for aged care can be overwhelming for many senior Australians and their families.” 

He continued, “The new My Aged Care face-to-face service allows seniors and their representatives to sit down with a service specialist and talk through their aged care needs.” 

Helpful answers in an accessible way

The new in-person program has been created to assist older Australians access the information and services necessary for their particular needs. 

Whether those needs are services in their homes or understanding the different residential aged care facility options, personnel will be able to engage with the specific questions. 

The new program has also been created to streamline the connection to local support, interpreters, advocates and social workers. 

Expansion planned

From a starting point of 15 locations, the program is set to increase to 80 by December 2021. Sites will be found in the metropolitan areas of Melbourne, Sydney, Adelaide, Darwin, Perth and Launceston.

Covering further afield has been directed by planners with additional sites in Woden in the ACT, as well as Coffs Harbour, Wallsend and Orange in regional NSW, Townsville in Queensland and Shepparton in Victoria. The Gold Coast and Sunshine Coast will also have sites to serve older Australians seeking answers in-person. 

Commenting on the experiences of many older Australians, Richard Colbeck, Senior Australians and Aged Care Services Minister, said recent trials displayed “how important it is to offer a face-to-face service”. 

“That support has been very well received, with more than 100,000 people getting help to understand, engage with and access the aged care system.”

No one to fall through the cracks

Touching on work still to be done, Mr Colbeck spoke of continuing trials to further assist isolated older Australians by utilising personnel in local community services and organisations. 

“Alongside the introduction of the My Aged Care face-to-face service, we are extending the navigator trials with a greater focus on individual and intensive support from staff in local community organisations for isolated clients who could otherwise fall through the cracks when trying to move through the system.”

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  1. Finally! I attended a government ‘road show’ probably about 15 years ago, about the future of age care. The one thing that all attendees agreed on was the need for a face to face availability to help people through the aged care system. What we got was a 1800 number and a webpage the was not helpful.
    I am part of the aged care navigator trials and the positive results have been very satisfying to the older population and the practitioners involved.


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