The aged care regulator’s workforce has soared 50% to 1,598 in the last three years, while the My Aged Care workforce has grown 28% to 941 in the last year.
Aged Care Quality and Safety Commissioner Liz Hefren-Webb, in her first Senate Estimates hearing in the role, said increased staffing was needed to implement the recommendations of the Independent Capability Review of the Aged Care Quality and Safety Commission (ACQSC).
Aged Care Quality and Safety Commissioner
The Australian Government accepted all 32 recommendations of the Review, which was completed in 2023.
Hefren-Webb told Senate Estimates, “The capability review of the commission... made a number of observations about the commission's level of resourcing and expertise to undertake its statutory functions.
“We have implemented 28 out of those 32 recommendations, and there's been a significant growth in staffing and resourcing to the commission."
A spokesperson for the ACQSC told The SOURCE, "The Commission’s workforce has increased across all areas since January 2019, as our remit has increased and evolved.
"Our most recent staffing changes reflect our work to implement recommendations from the Royal Commission, and Independent Capability Review of the Aged Care Quality and Safety Commission and our work to prepare for and implement our broadened responsibilities under the new Aged Care Act, to come into effect from 1 July 2025."
Hefren-Webb said having more staff means the ACQSC can undertake a “sufficient” number of audits of residential aged care facilities and home care.
Last year in Senate Estimates, the- Commissioner Janet Anderson revealed third-party contractors made 217 site audits in the six months to 31 December 2023, compared with only 42 site audits conducted by the Commission itself, raising concerns about how the audits were being conducted.
My Aged Care staff up 28%
In addition, Senate Estimates heard the 2024-25 budget provided $37 million over two years for additional resources for the My Aged Care contact centre, consumers' entry point to aged care services, to address increased demand and service complexity.
Aimee Chambers, Assistant Secretary, Access and Home Support Division with the Department of Health and Aged Care said, there are currently 941 agents for My Aged Care, an increase of 28% on a year prior.
“That increase in staffing has seen a significant reduction in wait times,” she said.
My Aged Care wait times peaked at 31 minutes and 23 seconds in May 2023.
“The average speed to answer is now down to 60 seconds. The average call time for older people or their supporters calling My Aged Care is around 16 minutes. Our satisfaction rating from July to December 2024 has been 95.1%,” Chambers said.
The former Inspector-General of Aged Care Ian Yates launched a review of My Aged Care last year to find out if it enables older Australians to initiate the assessment process for aged care in a timely manner. The review is still underway.