Navigating aged care services

Resonance was engaged to establish the Care Finder service for COTA Tasmania (Council on the Ageing), following COTA Tasmania's successful participation in the Aged Care Navigator Trial funded by the Australian Government. Care Finder helps vulnerable and isolated older people to navigate the complexities of the aged care system. Working within a very compressed timeline, we developed a service model and clinical governance framework, training plan, and information resources. We organised recruitment, office space, furniture, equipment and vehicles. We consulted and collaborated with the COTA Team to map and streamline processes (enquiry, referral, intake, case management, check-in and close) and brainstormed and developed communications and assertive outreach plans. We scoped and managed a CRM uplift to streamline work processes and reporting. Overall, we helped ensure the service will meet contractual requirements and efficiently deliver high quality support to COTA Tasmania clients.