What is a care finder, and how can they help?

A care finder is a free, government-funded worker who helps an older person understand and get aged care support when they cannot easily do it alone. Care finders are for people who need intensive help to navigate the system: those with no family or friend to assist, people who are isolated, people with communication difficulties, and people who are reluctant to deal with government services. A care finder sits alongside the person, in their home or somewhere they feel comfortable, and works through it with them step by step.

It is one of the most useful parts of the aged care system and one of the least known. If you have ever thought "this person needs help, but they will never make that phone call themselves", the care finder programme is the answer to exactly that problem.

This guide explains what a care finder actually does, who the service is for, why it is free, what it is not, and how to find one.

What a care finder actually does

A care finder does the practical work of getting someone connected, not just handing over a brochure. In most cases that means:

• Explaining what aged care is and what is available. In plain language, at the person's pace, as many times as it takes.
• Helping them register with My Aged Care. Making the call together, or doing it on the person's behalf with their consent, and helping gather the details needed.
• Preparing for the assessment. Explaining what will happen, helping the person think about what they struggle with, and being present at the assessment if they want that. Our guide to the aged care assessment covers what the visit involves.
• Connecting them to services. Helping compare local providers, understanding what is on offer, filling in forms, and getting services actually started rather than just referred.
• Following up afterwards. Checking that the services turned up, that they suit, and that nothing has fallen over. This follow-up is the part that distinguishes a care finder from an information line.

Care finders also connect people to supports outside aged care where that is what the person needs, including housing, health services, mental health support and community organisations. It is common for the aged care question to be the visible problem while something else, such as unstable housing or untreated health issues, is the real one.

Importantly, a care finder meets people where they are. Much of the work is face to face, and the service is built around people who will not respond to a website, a letter or an unfamiliar phone number.

Who the service is for

Care finder support is aimed at older people who need intensive help, not everyone. Broadly, the programme is for a person who is eligible for government-funded aged care and has no one else who can help them, and who also has one or more of the following:

• no carer or support person, or none they are willing to rely on;
• social isolation, or no close family nearby;
• difficulty communicating because of language, literacy, hearing or a cognitive condition;
• difficulty understanding information and weighing up choices;
• reluctance to engage with government, sometimes because of past experience, mistrust, or fear of losing independence;
• homelessness, or being at risk of it.

Certain groups face these barriers more often, including Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, veterans, people who have experienced trauma or institutional care, care leavers, and LGBTI elders. Some care finder organisations specialise in supporting particular communities.

You do not have to fit a precise category to ask. If someone is struggling to get through the process on their own, it is reasonable to make the call and let the service work out whether it fits.

It is genuinely free, and nobody is selling anything

Care finder support is funded by the Australian Government and delivered by local organisations, commissioned through Primary Health Networks. There is no fee to the person, no means test for the help itself, and no catch.

Just as importantly, a care finder is independent of the providers they help you compare. They are not a sales channel for a particular aged care company and they do not earn a commission for steering you anywhere. If someone offering to "find care for you" is charging a fee or is attached to a single provider, that is a private placement service, not this programme; both exist, and it is worth knowing which one you are talking to.

What a care finder is not

Being clear about the boundaries saves disappointment:

• Not an assessor. The care finder helps you prepare for and get through an assessment, but a separate assessment service decides what you are eligible for.
• Not a service provider. They do not come and do your shopping, cleaning or personal care. They connect you to the organisations that do.
• Not a decision-maker. They do not choose for you or sign on your behalf, and they are not a substitute for a legal decision-maker such as an enduring power of attorney.
• Not permanent. The support is intensive but time-limited. The point is to get things set up and stable, then step back. If the person needs ongoing coordination, that is what care management within a funded package is for.

How to find a care finder

There are two reliable routes:

1. Call My Aged Care on 1800 200 422 and say the person needs intensive help to get through the process. Ask directly about care finder support; it is worth naming it, because the first operator may otherwise run the standard intake.
2. Search the My Aged Care website at myagedcare.gov.au, which lists the organisations delivering care finder support in each area. Local councils, neighbourhood houses and community health services often know who the local one is as well.

Anyone can make the referral: the person themselves, a family member, a neighbour, a GP, a hospital social worker, or a community organisation. You do not need a formal referral letter, and the older person's consent is what matters most.

If you are helping someone who is isolated and reluctant, our guides on support for older people living alone and My Aged Care give useful context. You can also browse local support services on Our Mate to see what is available in the area.

Frequently asked questions

How much does a care finder cost?

Nothing. The care finder programme is funded by the Australian Government and delivered by local organisations, and there is no charge to the older person or their family. Any service charging a fee to find you aged care is a private placement business, which is a different thing. Care finders also do not take commissions from providers.

Who is eligible for care finder support?

It is for older people who are eligible for government-funded aged care but need intensive help to access it, and who have no one else able to support them. Typical reasons include isolation, no carer, communication or comprehension difficulties, reluctance to engage with government, or being homeless or at risk of homelessness. If you are unsure, call My Aged Care on 1800 200 422 and ask.

Can a care finder help my parent if I am already helping them?

Possibly not, because the programme is targeted at people without a support person. If you are actively helping, My Aged Care will normally guide you through the standard process instead. If your involvement is limited, for example you live interstate or the relationship is strained, say so, and let the service judge whether the criteria are met.

Will a care finder do the assessment?

No. A care finder helps the person understand the process, register with My Aged Care, prepare for the assessment, and be present at it if the person wants support. The assessment itself is done by an independent assessment service, which decides what the person is eligible for.

How long does a care finder stay involved?

For as long as it takes to get support in place and stable, then they step back. It is intensive, time-limited help rather than an ongoing relationship, and it usually includes checking back after services start to confirm they are working. If ongoing coordination is needed, that is generally provided as care management within a funded aged care package.

Where to next

The care finder programme exists because the aged care system asks a lot of people at the exact moment they have least capacity to deal with it. If you know someone who is falling through the gaps, this is the number to call: My Aged Care on 1800 200 422, and ask for a care finder by name.

This is general information, not advice; for your situation, contact My Aged Care on 1800 200 422 or visit myagedcare.gov.au.