Care finders effective, but barriers remain

The Department of Health, Disability and Ageing has published a second evaluation of the Care Finder Program, finding it has met its short-term outcomes since its implementation on 1 January 2023 and is on track to meet medium and long-term ones.

COTA Australia wants to see the benefits of navigation support and tailored guidance extended more broadly so all older Australians and their carers can access clear advice when they need it, the consumer peak body’s chief told Community Care Review in response to the findings.

Using a range of qualitative and quantitative measures related to the appropriateness and effectiveness of the program during the first two years of its implementation, the evaluation has also found the program has strong support from care finders, primary health networks, intermediaries, referrers and clients.

Formerly known as the care navigator program, the care finder program provides support to vulnerable people who need assistance accessing the complex aged care system.

The 2018-19 budget allocated $7.4 million to the program after a study looked at trials of its efficacy and found older people enjoy having expert face-to-face support. Trials were then extended through 2021-22 following the positive findings. The 2021-22 budget then committed $272.5 million over four years to expand the service and establish a network of care finders.

It was officially launched as the care finder program in 2023 as part of the recommendations of the aged care royal commission and in response to the findings of the care navigator program trials. Care finder organisations had initially been contracted to provide services until 30 June 2025 but the program has since been extended to 30 June 2029.

Since the start of the program, care finder organisations have reported more than 40,000 new client cases, and a total of 130,295 outbound referrals, commonly to aged care services, homelessness supports, and health services.

Since 2024 there has been an average of 5,700 new client cases per quarter. As of 31 December 2024, there were almost 12,000 active care finder client cases. About half of services are being delivered in person, which aligns with program guidance.

Challenges and barriers to effectiveness

The program is meeting short-term outcomes around engaging and building rapport with clients and assisting them to find their required supports. And while care finder numbers are relatively stable, the challenges identified include:

• care finders have to support clients for longer
• the housing crisis is increasing the complexity of client needs
• limited service availability and long wait times for assessments
• care finders have a limited view of client information in the service and support portal and are unable to action requests without the client present, even if consent has been given by the client
• inaccuracy of service availability data on My Aged Care requiring care finders to individually call potential service providers.

“A valued feature of the program is high level check-ins, whereby care finders reconnect with the client within the first two months of services starting to check whether these services are appropriate for their needs. These check-ins are highly regarded by clients and intermediaries but may restrict the capacity of care finders to support new client cases as issues can be identified during the check-ins that necessitate a new case being opened,” the evaluation found.

High staff turnover in some regions has also impacted program momentum, community connection and the sharing of corporate knowledge while differences in the capacity and priorities of PHNs have created a division in the program’s effectiveness in different areas.

Lessons learned

Recommendations and “lessons learned” outlined in the evaluation include:

• initial and ongoing training on handling complex cases will help set care finders up for success when engaging with clients who are experiencing homelessness or mental health issues
• there is a smaller pool of qualified staff in rural and remote areas, impacting ongoing program delivery
• communities of practice have been critical to the program’s success
• the complexity of clients and systemic barriers that care finders face when delivering services mean mechanisms of support are critical
• the reliance on PHNs to disseminate department communications to care finder organisations by email has seen some organisations miss out on necessary information
• additional and ongoing promotions to intermediaries is a crucial reminder of the program scope, its target population and appropriate referral pathways
• client data and functionalities of My Aged Care Service and Support Portal can be better utilised so care finders can carry out their work more effectively
• care finders often work outside program scope to support the target cohort
• the program is reaching its target population, making a difference and has been welcomed and supported by stakeholders.

Access the complete evaluation report here.

Find the first evaluation report, published in May 2024, here.

Care finders vital, says peak

Council of the Ageing Australia chief executive Patricia Sparrow told CCR that the care finders program is a vital part of Australia’s aged care system, giving older people with complex needs – and their families and carers – the guidance and support needed to understand and access services. For many, care finders has been the difference between struggling alone and getting the right care at the right time, Ms Sparrow said.

“As aged care reforms continue to roll out, the value of this kind of support has never been clearer. Older people often tell us that navigating the system can feel overwhelming, and that having someone to walk alongside them makes a world of difference,” she said to CCR.

“We want to see the benefits of navigation support extended more broadly, so that every older person – and those who care for and support them – can access clear, simple information and advice when they need it.

“Care finders has shown what’s possible when older people are given tailored guidance. Building on this success by offering a general information and navigation service would ensure that all older Australians can find the care and support they need to live well as they age.

“At the same time, we must acknowledge the high demand on the aged care system, the long waiting lists and delays, and the reality that many vulnerable older people with complex issues need intensive support.”