Appendix H - Carer Information Needs50
Centrelink recently commissioned research into the communication and information needs of carers. Some of the key findings are summarised below.
- There is a strong demand for personal advice and practical assistance, not only from Centrelink but also from agencies and others.
- Many carers, particularly carers from ethnic groups and Indigenous people, need handson assistance understanding information, completing forms and seeking help. Some carers state they simply could not cope on their own.
- Most carers were poorly informed, irrespective of the time they had been a carer, their circumstances and the types of payments they received.
- Many carers were struggling to cope, and there was evidence of stress and withdrawal in a number of cases, which compounds their lack of information seeking and knowledge.
- When first becoming a carer, few carers approach Centrelink, and in fact may not recognise they have become a ‘carer’. At this point, main information needs are that financial assistance may be available, recognising their important role as carers and that other practical support may be available. Various impediments to receiving help were evident.
- Once in receipt of Carer Payment or Carer Allowance, main information needs are the circumstances that affect benefits like hospitalisation, respite, working and holidays, as well as how to access support services.
- Few understood their obligations as beneficiaries, the conditions of payments, or what support services were available such as respite, home help and domiciliary care.
- There was limited demand for any electronic media.
- A range of communication media were suggested including visual materials and radio, with a key communication objective being for carers to initially contact Centrelink.
Centrelink research and consultation with carers through ‘value creation workshops’ identified that carers are more open to information sharing and networking with each other in a face-to-face environment.51
50Information from Centrelink, 2007 (used with permission).
51It is the Taskforce’s view that the FaCSIA initiative ‘My Time’ could be used as a starting point in developing an important networking and communication channel for carers. For more information, visit My Time.