Title page
Contents
Acknowledgements 4
1. Summary 7
1.1. Key findings 7
1.2. Lessons learned 10
2. Context 13
2.1. About the program 13
2.2. About this evaluation 15
2.3. About this report 15
3. Evaluation activities 17
3.1. Data collection 18
3.2. Analysis and reporting 22
4. Findings 23
4.1. Commissioning of CF organisations 23
4.2. Staff recruitment, training and support 28
4.3. Program connections 34
4.4. Service delivery 41
4.5. Client satisfaction 54
4.6. Summary of key findings 58
5. Lessons learned 60
Lesson 1: Providing PHNs with timely and comprehensive information about other relevant programs would support more efficient service planning 61
Lesson 2: The prescribed scope of the care finder role does not reflect the work needed to support the target cohort 62
Lesson 3: Ongoing and additional targeted national messaging to intermediaries will complement assertive outreach work underway 64
Lesson 4: More work is needed to facilitate effective engagement between My Aged Care and care finders 66
Lesson 5: Clear referral pathways are needed for people aged below 65 years with additional vulnerabilities 68
Lesson 6: There is a need to streamline activity reporting to improve data quality 70
Abbreviations 71
Glossary 72
References 73
Table 3-1. PHN performance indicators used in this evaluation 18
Table 4-1. Total staff FTE reported by quarter in 2023 29
Table 4-2. Total number of staff reported by quarter in 2023 29
Table 4-3. How clients found out about the program 39
Table 4-4. Number and proportion of surveyed clients by program target population groups 45
Table 4-5. Number and proportion of surveyed clients by Aged Care Act 1997 special needs groups 46
Table 4-6. Proportion of closed client cases in each band by month, 2023 47
Table 4-7. Care finder services delivered in 2023, by month 48
Table 4-8. Number and proportion of external referrals made in 2023 by service type 51
Table 4-9. Client satisfaction performance indicators in 2023 57
Figure 3-1. Timeline of reporting, deliverables, and project activities 17
Figure 4-1. Care finder program FTE by staff role in 2023 30
Figure 4-2. Total reported assertive outreach hours by month, 2023 38
Figure 4-3. Distribution of assertive outreach hours by month, 2023 38
Figure 4-4. New client cases by month, 2023 44
Figure 4-5. Number of client cases closed in 2023 by band category 47
Figure 4-6. Estimated proportion of services delivered by mode of service delivery 49
Figure 4-7. Total number of external referrals made by month 50
Figure 4-8. Average number of external referrals per new client case by month 51
Figure 4-9. Client agreement that the care finder service was easy to access 54
Figure 4-10. Client agreement that the care finder service was appropriate for their needs 55
Figure 4-11. Client agreement that they were referred to appropriate services and supports 55
Figure 4-12. Client agreement that the care finder organisation was trustworthy 56
Figure 4-13. Client agreement that they are satisfied with the outcome of the care finder process 56