Supported older people without access to aged care services
We’ve worked to prevent vulnerable older people falling through the gaps of the service system.
We know that older people are falling through service gaps and experiencing a significant deterioration in their health and wellbeing, either because they are unable to engage in the federal government's My Aged Care assessment process, or because they are subject to long wait times for a Home Care Package and are unable to arrange essential support services in the meantime. Such support services include nursing care, personal care, domestic help, allied health and primary health.
We’ve worked to address these gaps with the Critical Interim Support (CIS) program .
The program is an innovative two-year pilot and evaluation, running between September 2020 and August 2022. Philanthropically funded, the pilot runs in the south-eastern and north-western suburbs of Melbourne and works in an outreach capacity with older people in vulnerable situations, who experience deep disadvantage. We provide intensive case management to address initial crises, guide participants through the My Aged Care assessment process and link them with essential ongoing services. People exit the program when a Home Care Package is in place, or when suitable supports are in place.
Between 1 September 2020 and 30 June 2021, 52 older people have been supported by the program.
Our Critical Interim Support (CIS) program - perspectives from our people
An interview with two of our BSL Case Managers provides insight on their perspectives of the CIS program.
Q. How would you describe the impact of the work of the CIS program?
- “The feedback from those using our services and referrers has been very appreciative. Referring agencies have concerns about how people will manage while on waitlists for home care package supports. We can reassure everyone they are not on their own while they wait for more permanent and ongoing care to arrive. We see that aged care pathways are complicated and confusing for many people. “
- “Sometimes the work we undertake helps to create conditions so that services can be delivered. For example, working with people to address hoarding issues which have prevented other agencies from coming into the home. It takes time to build trust and rapport to do this work.”
Q. Can you describe some of the more challenging work you have undertaken with people on the CIS program?
- “An instance where I had a client return home from hospital only to find they had a suspension in their income support payments due to a lapse in activity reporting. During their stay in hospital, their dementia had progressed significantly and unexpectedly, and they needed support to be re-assessed for a different type of payment. In addition, the client required assistance booking and attending appointments with medical staff to organise supporting statements about their medical diagnoses – this took countless hours of coordination and visits to three different GPs. I’m thrilled to say we got the desired outcome in the end.
- “Encountering some of the loneliness that I have through this work. Sometimes even people who live with others feel very much alone. It’s so important to ensure older Australians still feel connected and supported.”
Q. What are the most rewarding aspects of this work?
- "It is a privilege to be let into someone’s life, their memories and their struggles, and to be able to provide assistance. For example, it took multiple visits for me to gain the trust of a client, who now waits outside their home to greet me when I arrive.”
- “We have time to build trust and put in place ongoing and reliable supports for the client, and we feel like we make a real difference in the lives of the people we work with.”