Care finders

Care finders helps older people who need extra support to find, apply for, and arrange aged care and community services.

Some older people need extra, intensive support to access aged care services and other supports in the community. In these situations, a care finder may be able to help. The care finders program provides free, intensive support for older people who are eligible for Commonwealth-funded aged care but would have difficulty accessing it on their own.

On the North Coast of NSW, care finder services are delivered by local organisations funded through the Primary Health Network (PHN). Care finders is an integral navigation service, helping vulnerable older people access aged care services and other relevant supports in the community. Providers have local expertise and in-depth understanding of community needs.

Who care finders can help

Care finders support vulnerable older people who would not be able to arrange services without intensive support and do not have a carer, family member or friends who can help. The program exists to support these people to learn about, apply for and access My Aged Care, and other support services.

This service is designed for older people (65+; or 50+ if Aboriginal or Torres Strait Islander, or at risk of/experiencing homelessness) who experience the following:·

This service is designed for older people who meet the following criteria:

  • Social isolation or the absence of a trusted carer or support person to assist with accessing My Aged Care services.
  • Communication challenges, including low literacy or limited English proficiency.
  • Cognitive or emotional difficulties affecting their ability to process information and make informed decisions.
  • Reluctance or distrust toward engaging with aged care systems, institutions, or government entities.

In addition, care finder services are specifically tailored to support older Australians who identify with one or more of the following special needs groups:

  • Individuals who are financially or socially disadvantaged
  • People experiencing homelessness or who are at risk of homelessness
  • Residents of rural or remote communities
  • Aboriginal and Torres Strait Islander peoples
  • People from culturally and linguistically diverse (CALD) backgrounds
  • Individuals affected by past forced adoption or child removal practices
  • Care leavers
  • Veterans
  • Members of the LGBTQ+ community

The delivery of care finder services is culturally safe, person-centred, and responsive to the unique needs of everyone, ensuring equitable access to aged care support for those who face the most significant barriers.

Our providers have a strong focus on culturally safe services for Aboriginal and Torres Strait Islander people, delivered in partnership with Aboriginal Medical Services (AMS) and community elders.

Referring someone to a care finder

If you’re a GP, social worker, hospital discharge planner, aged care assessor, or carer, you can refer someone who needs extra help. You can also ‘self refer’ if you need the assistance or support of a care finder.

Care finders can:

  • Speak with My Aged Care on the clients behalf
  • Attend assessments to provide guidance and advocacy
  • Help compare and choose aged care providers
  • Assist with completing forms and understanding service agreements
  • Follow up after services have started to ensure they’re meeting client needs
  • Connect people with other supports such as health services, mental health programs, housing assistance and community groups.

Local delivery

Referrals can be made at any time, directly to the appropriate local care finder provider (with the person’s consent).

About the care finders program on the North Coast

The care finder service has been operating nationally for almost three years. Attesting to the initial success of the program, and in light of wide-sweeping once-in-a-generation reforms included in the new Aged Care Act due to commence on 1 November 2025, care finders has been identified as an essential element of the new aged care system.

Care finders is designed to support older individuals who face challenges accessing aged care services on their own, and came about in response to the Royal Commission into Aged Care Quality and Safety. The Royal Commission highlighted that the aged care system was challenging to navigate, making it hard for people who were already vulnerable to get the support they need.

This initiative is free, fully commissioned by Healthy North Coast through the Australian Government’s Primary Health Network program.

For more information about our community, and more specifically older adults in the Healthy North Coast region, please see the Health Needs Assessment.