Your Aged Care update Issue 09, 2022

Your Aged Care Update #09: Consumer Experience Interviews webinar, National Volunteer Week and more

Date published:
Health sector

On 11 April 2022 the Australian Government assumed a caretaker role. The Government is now operating in accordance with the Caretaker Conventions, pending the outcome of the 2022 federal election. Information on Caretaker Conventions is available at

In this issue, register for the Consumer Experience Interviews webinar, celebrate National Volunteer Week, and have your say on supporting the home care workforce.

Please share this newsletter with your networks, and encourage them to subscribe. You can also visit the Engagement Hub to get involved in the aged care reforms.

Webinar: Consumer Experience Interviews information session

Consumer Experience Interviews have commenced in residential aged care facilities.

We invite residential aged care services and providers to register for an information session on the Consumer Experience Interviews program, in which you will learn more about:

  • its purpose and the methodology behind it
  • logistics and timeframes
  • how residents are involved, and their privacy protected.

The webinar will be held at 2.30–4pm AEST on Wednesday 25 May. A live chat function will enable attendees to ask questions during the presentation.

Register for the webinar.

Information on the Consumer Experience Interviews program is available on the department’s website.

Counting residents against each AN-ACC classification

The department has responded to feedback on how it can assist with sector funding estimates, through a count of residents in each AN-ACC classification for a facility.

This responds to concerns about reporting while adhering to privacy and security constraints.

Registered users with either Team Leader or Staff access can view the results of classifications for assessed residents via a new ‘Residential Care’ tile in the Provider Portal.

The portal allows filtering by residents in care, to obtain a count against each classification. Further information on filtering is available in section 4.8 of the Provider Portal user guide.

Longer-term, the department will look at this functionality in its digital transformation agenda.

Important reminder about use of My Aged Care trade mark

The My Aged Care words and logo are registered as a trade mark by the Australian Government, represented by the Department of Health. This trade mark information indicates the department's ownership, authorship and/or endorsement.

Third parties or service providers may not use:

  • the My Aged Care logo, or a modified version, on marketing materials or websites
  • ‘My Aged Care’ in your business, domain or event name.

For further trade mark information, or to check if your marketing materials comply, email

Register now for CALDWays Conference 2022

The CALDWays annual conference focuses on developing expertise in multicultural aged care.

This free online event will be held on 19 May. Participating in this event may assist in identifying strategies to help your services provide culturally safe, appropriate, and inclusive care that is tailored to the needs of each individual as required by the Aged Care Quality Standards.

Topics include COVID and the new normal, Commonwealth Home Support Programme reforms, communicating to ageing CALD communities and much more.

Register today for the CALDWays Conference 2022.

Registration includes access to the livestream event on the day and to the recorded sessions for up to 6 months after the event.

Free translation service available for aged care providers

Aged care providers now have access to a free service to translate key documents for your organisation, including welcome brochures, care planning, aged care rights information and how to make a complaint. This service is available through Icon Agency and partners Able Australia, The LOTE Agency and Winangali.

You can communicate written or visual messages to your care recipients in languages other than English, and in formats that meet their needs. This will make it easier for senior Australians to access the aged care information they need in their chosen language.

Care recipients include people from Culturally and Linguistically Diverse backgrounds, Aboriginal and Torres Strait Islander peoples, deaf, blind and deafblind senior Australians.

Find more information on the Better connecting with diverse audiences website.

Australian Dementia Research Forum 2022

The department is pleased to partner with the Australian Dementia Network (ADNet) for the Australian Dementia Research Forum on 30‑31 May 2022.

This year’s theme is Dementia Research: Early Diagnosis – Effective Treatment. The event will bring together dementia researchers, health professionals, policymakers and people living with dementia to showcase key innovations in dementia science and research.

Register on the Australian Dementia Research Forum website. General registrations close on 26 May 2022.

Webinar recording available: Early Diagnosis of Dementia … Why Bother?

A recording of the 3 May 2022 GP Webinar Series: Early Diagnosis of Dementia…Why Bother? is now available.

Dementia puts an enormous strain on those living with it, their families, carers and their GPs. There’s a degree of scepticism about the value of early diagnosis, but making the diagnosis as early as possible has enormous value.

Watch this important conversation hosted by Dr Norman Swan, with world authority on dementia, Professor Henry Brodaty, Dementia Australia’s Kaele Stokes, metro-based GP Dr Steph Daly and leading rural GP Dr Ewen McPhee. The panel is also joined by a person living with dementia, who shares their invaluable insight into the importance of diagnosis, management and support.

Watch the webinar.

Webinar: Powers of Attorneys and understanding consent and capacity

Join Swinburne’s Wellbeing Clinic for Older Adults for their upcoming free webinar on ageing.

The webinar will be held at 4.45–6pm AEST on Friday 27 May. It is aimed at people employed in aged care, as well as psychologists, social workers, counsellors and volunteers who work with older adults.

Katie Riceputo, from the Office of the Public Advocate, will explain how consent and capacity are defined and assessed, as well as the roles of the enduring power of attorney, medical treatment decision maker, guardianship and administration.

Find out more information and register for the webinar.

Celebrating National Volunteer Week 16-22 May

This week we are celebrating National Volunteer Week. There are millions of volunteers across Australia who share their time and make a difference in our communities. A big shout-out to the 10,000 plus volunteers who are part of our Community Visitors Scheme (CVS). They are keeping older Australians connected and we thank them. Find out more about the CVS on the department’s website.

Right now we are also encouraging volunteers back into residential aged care facilities (RACFs). RACFs can sign up to receive volunteers to provide non-clinical social support and companionship. Nominations close on 30 June 2022.

Be inspired by volunteers in action by watching our thank you video.

FriendLine volunteers offer connection and conversation

FriendLine is a free, anonymous phone line for anyone who would like to have a friendly chat. You can call as often as you like and talk to trained volunteers who like to listen.

A regular chat with a friendly volunteer helps people feel less lonely and more supported.

FriendLine is a national service and is open every day from 10am to 8pm (8am to 6pm in Western Australia).

There is no need to register or give personal details – simply call 1800 42 42 87 (free call).

Webinar: Digital Transformation Tech Talk

The department’s Digital Transformation agenda is working to create a better-connected aged care network, that is consolidated, sustainable, automated, and modern.

We are inviting the sector to join us in an ongoing conversation for our next Digital Transformation Tech Talk webinar on Tuesday 31 May at 2pm AEST.

Hear more about why we are undertaking this important work, as we delve into some of the immediate priorities on our technical roadmap. You will also have a chance to ask questions.

Register for the Digital Transformation Tech Talk webinar.

Information for providers yet to upgrade to Services Australia’s Aged Care Online web services

Aged Care software developers have now finalised upgrades to their products and are transitioning their providers to web services.

Providers will have until 30 June 2022 to transition to web services. Public Key Infrastructure (PKI) certificates will expire on this date and access using Adaptor technology will end.

Providers who have not yet transitioned to web services should continue to work with their developer to complete their transition before 30 June 2022.

Have your say on supporting the home care workforce

We want to understand the experiences of personal care workers and providers caring for senior Australians at home.

You can help shape the new Home Care Workforce Support Program which aims to grow the workforce by around 13,000 new personal care workers within 2 years.

Share your feedback and experience on existing activities by completing either:

  1. Home care provider survey: explores home care workforce processes and needs and how the program can better meet these needs.
  2. Personal care worker survey: looks at personal care workers, allied health assistants and enrolled nurses’ tasks, and their views on their job, training and working conditions.

The surveys close on 20 May 2022.

In-home aged care service list survey closes 24 May

The department wants to better understand which services you think should be included on a future service list for in-home aged care.

Your feedback is important to us. Complete a short survey to share your view.

Please share the survey link with others, so they can have their say too.

The survey closes 24 May 2022. If you have any questions about the survey, please email

Help us improve

If you would like a response please use the enquiries form instead.