The Art and Science of the Right People

Nov 18
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In 2016, the Australian aged care workforce was estimated to no more than 360,000. This represents around 3% of the Australian workforce. This workforce provided services to 280,000 Australians, of whom 70% were in residential care. (Research Australia)

Beyond the statistics, it is a workforce that has an enormous influence on the quality of life of a sector of our population that is one of the most vulnerable and in most need of support.

A good aged care workforce strategy should lead to an Aged Care workforce that is better equipped to adapt  to changes in how and where aged care services are provided, including the increasing role of support and augment the provision of care.

The overall strategy should reflect training staff to keep up with new technological needs in the industry. It should also help promote a culture of innovation and continuous improvement as a means of helping the workforce to adapt to , contribute to and lead innovation in aged care. 

Chris Dougherty from PresCare gives his insights on building a good Aged Care Workforce Strategy.

So what do your employees in the aged care industry really want from you as an employer? To start with your employees want the right data to gain the necessary insight for them to perform their duties. 

Identify Future Workforce


Customer Experience: Customer experience is now a fundamental business issue and aged care (community sector) providers must shift their mindsets in order to grow and survive in the ‘age of the customer’. 

Data shows that, 85% People willing to pay 25% more for excellent customer service, 82% People turning away because of bad experience & 85% People wanting to warn others. It is important to get customer experience right. To get it right your staff need to be engaged enough and have enough of a positive outlook towards the organisation. Your staff are the assets that deliver customer experience and hence it is important to have a staff engagement strategy in place.

Leadership: We are entering (or are in) a period marked by the emergence of new, disruptive challenges. Whilst leadership remains essential, the styles of leadership the emerging generations respond best to are those that foster a context for them to connect, create and contribute. Great leaders can more than double the financial results of a business. 75% believe Australian workplaces need better managers and leaders. 25% Of leaders don’t believe they know how to be a good leader in their workplace. This is where the workforce strategy would fall into place. A solid strategy around leadership and training is essential for your workforce to work like a well oiled machine.

Tips & Tricks for your workforce planning:

  • Start with your customers and people’s experience – how do they want to feel, what do they want seen and what do they want done
  • Search for data high and low – if you don’t have it do something about it
  • Stretch your thinking about what roles, skills and capabilities your future customers will benefit from and start building it now

Find out what industry experts have to say about The future of aged care funding & options for sustainability, Financial Sustainability in Aged Care, 21st & 22nd November 2018, Sydney

Submitted by Chris Dougherty

Chris Dougherty

Chris is General Manager, People, Learning & Culture at Endeavour Foundation. He has a 10 year career in the NFP sector in leading enabling functions with a particular interest in People & Culture across mental health, multicultural health, aged, community and disability care. He has enjoyed success in bringing a commercially astute mindset to the people and broad enabling functions of community organisations as they adapt to new funding models and client needs. Passionate about the ‘people experience’ within organisations and its critical link to the customer experience and therefore business performance leads to the desire to deeply understand our customer and our people through insight.

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