Aged Care, blog, Communication, Customer Service, Listening, Mindset
What is HELF in Aged Care? The Higher Everyday Living Fee (HELF) is an optional daily fee that gives residents access to a better everyday experience, enhancing their daily life—better food, more engaging activities, and a higher standard of living. Here’s the...
Aged Care, blog, Communication, Customer Service, Listening, Mindset
What is Support at Home? The Australian Government introduced the Support at Home program on 1 November 2025, replacing the Home Care Packages Program and Short-Term Restorative Care. At its core, Support at Home is designed to help older Australians live...
Aged Care, blog, Communication, Customer Service, Listening, Mindset, Telephone skills
Are you ‘triaging’ or setting your organisation up as the ‘provider of choice?’ Part of our process to understand how we can help our clients is to listen to calls. This way we know where we can add value. This might be through structure development pathways –...
Aged Care, blog, Communication, Customer Service, Listening, Mindset
Helping participants and their families make confident decisions. The most successful organisations recognise that signing up participants requires more than providing information. It requires clear communication, empathy and the ability to guide people through...
