Jeff Gilling, Head of Community Partnerships
A technology innovation for the workforce challenges in the aged care and disability support sectors
CDC Policy Forum, Brisbane, 30 November, 2016
CDC and the NDIS is a fundamental shift
Old model – Providers in control
COMPETE FOR
FUNDING
PASSIVE
RECIPIENTS
New model – Consumers in control
Aged care and disability support: undergoing rapid and fundamental change
•
Changing attitudes, behaviour and expectations – for both consumers and workers
•
People want to have choice and control over their care and their life – to age actively and well
•
Regulatory and funding changes are creating a consumer-led market, “the market of one”
•
Presents multiple challenges … and opportunities
•
Technology and workforce innovation is a necessary response
Increasingly, consumers will choose individual care and support workers, as much as
they choose a provider
Consumers will choose solutions based on:
•
Individual Preferences
•
Brand Experience
•
Quality (Consumer’s Perception)
•
Value (Quality v Cost)
•
Real Choice
Real Choice has to be:
PERSONCENTRED
INFORMED
DIVERSE
EASY TO
IMPLEMENT
POSITIVE
APPROACH
TO RISK
Consumer Expectations
Recognise consumers have diverse needs, preferences, abilities and interests.
“market of one”
Choice
We like having choices because it makes us feel in control.
Choice is valued in and of itself
To take advantage of this new world consumers need:
•
Transparent information, independent advice and advocacy;
•
Enabling technology solutions that empower and connect, are transparent and
efficient, make choice simple and convenient;
•
Access to a diverse, flexible, responsive workforce that is local, motivated, skilled,
and affordable
Quality
•
It is quality of life for consumers that is important
•
Quality of services and cost of services impact quality of life
•
Quality as judged by the consumer – this is a shift from the old model where quality
was regulated
•
Attitudes, motivations and values of workers are just as important as skills and
knowledge
NDIS Presentation - 22 August 2014
Workforce Impacts of NDIS
“ No one is buying your traditional workers any more”
- Manager, medium sized service
“I interview more people now. I don’t reject people if they don’t have qualification or
experience. I look for different things”
- Service Coordinator, Mental Health Service, Hunter
The changing nature of work … the rise of independent sole traders
“
Self-employment is becoming an aspirational goal.
Reasons for self-employment
•
Fulfilment
•
Flexibility
•
Income prospects
•
Security
“Part-time is the new full-time”
The big Idea, SMH Alexandra Cain
Nov 25 2015
“Many of the people I know who run small or
microbusinesses choose not to work full-time. This might be
because they are running the family home as well, or simply
because they can earn as much as they need without filling
all their time with work”
“the trend for part-time work underscores an important turning point in our society. You
can achieve satisfaction in your job – as a small business or working for someone else –
without running yourself into the ground”
“
Independent contractors:
“the business of one”
They operate by being entirely adaptable to their client’s needs. They are, and have to be
personally and individually at one with the market.
Ken Phillips
Executive Director
Independent Contractors of Australia (ICA)
What does the future look like?
Unbundling of offerings
Fund holder
Admin
Care coordination
Case management / client advice
Service delivery
EXPECT
Specialisation – based on core
competency
New entrants
Collaboration to improve choice
and outcomes
Full service, bundled offering
What is Better Caring?
An online platform that connects consumers with local, independent care and support
workers, and nurses.
Consumers have diverse choice and control over who supports them, while care and
support workers also have choice, and feel more valued and fairly compensated.
Better Caring:


Acommunity of independent care and support workers offering services directly to
their clients
A diverse, responsive, flexible, motivated, skilled, local, and affordable workforce
solution responsive to individual choice
More than 800 approved and
visible care and support
workers on the platform
Better Caring is a peer to peer marketplace connecting consumers and care workers and
providers
With





Core standards
Policies and procedures
Oversight
Real Choice
Transparent feedback
INDUSTRY
PARTNER
CARE
WORKERS
MARKET
PLACE
CONSUMERS
SUPPORT
Build awareness,
community and
capacity
BETTER
CARING
Build
awareness
community and
capacity
Peer to peer (P2P) market places are community driven and are built on:
•
Trust - Individuals earning and maintaining the trust of the community via
transparent feedback
•
Convenience –people can simply and easily find what they are looking for and simply
exercise choice
•
Community – people gathering around the market place to meet, connect, build
relationships and provide transparent feedback.
P2P market places empower and are led by their stakeholders
Core standards, access to training and competency assessment remain important:
•
Police checks, key qualification checks, reference checks, insurances are minimum
core standards and safeguards
•
Independent care workers are motivated to invest in training to build their
knowledge and skills so they can better deliver to their clients. Many will develop
areas of speciality
•
New models of training and competency assessments will emerge
•
Workers have “living, breathing” profiles on Better Caring reflecting who they are,
skills and qualifications, experience and transparent client feedback
Collaboration: the ability to respond to consumers based on their preferences
Service
Provider
Admin
Desire and capability to
take control
Service
Provider
Administration
Case Mngmt
Coordination
Desire to take part control,
but prefers/needs a level of
hand holding
No one model suits everyone
Service
Providers
Prefer a “onestop-shop”
solution
Observations
“
“
•
Growing demand ensures there is plenty of work for good care workers. It is how
services are delivered and the type of services that will change
•
Organisations will face pressure to reduce costs/overheads – but front line staff will
earn more
•
Better Caring is as much about choice and better outcomes for workers as it is about
choice and better outcomes for consumers
•
Reduced overheads can be shared by the consumer and worker. Greater efficiency =
more hours of services = more local jobs
•
Quality is at the heart of the Better Caring model
•
May not be the right model for every consumer or every worker
•
The most vulnerable require additional safety net, but building the whole system
around the most vulnerable raises costs and reduces choice for everyone
The best benefit of using Better Caring was having a really
personalised service, one that was flexible enough to adapt to
the circumstance. That was able to offer above and beyond
our expectations. Absolutely above and beyond. It’s become
a new life for my father. His life is improving. It’s marvellous
Carol
I decided to join Better Caring as I needed to get back into the
workforce.
What I was hoping would happen is exactly what’s happened.
I’ve got regular work,
I have clients that I love and they love me. The best thing about
the Better Caring platform is that clients have chosen me.
Lisa
Jeff Gilling
Head of Community Partnerships
[email protected]
M. 0432 011 600
@jeffgilling