RFP: Care Finder Program Services

Overview Capital Health Network (CHN) is seeking a Request for Proposal (RFP) from community and support organisations, and other health care providers, to establish and maintain a network of care finders providing specialist and intensive assistance to help people in the care finder target population understand and access aged care and connect with other relevant supports in the community, within the ACT region. Purpose CHN will procure one provider through this procurement activity to transition the care finder program from the outgoing provider, Community Options Incorporated, to the selected provider. Due to the limited time and funding available, the procured provider will be required, and must have the ability, to begin service delivery within a short time frame. The procured provider will establish a collaborative partnership between their organisation, Community Options Incorporated (the outgoing provider), and Meridian Incorporated (the second provider of the care finder program in the ACT) to assist in maintaining trust and continuity of service during the transition period. Longer term, the partnership with Meridian Incorporated will ensure warm referral pathways, coordinated service delivery where appropriate, joint assertive outreach and improved outcomes for older Australians. Funding The Department of Health, Disability and Ageing will support CHN to fund care finder service providers over the relevant period Approximately $1,414,719.53 (GST exclusive) will be allocated to the successful applicant for the period 1 October 2026 to 30 June 2029, via this RFP process Scope Target Persons The care finder target population is people who are eligible for aged care services and have one or more reasons for requiring intensive support to interact with My Aged Care (either through the website, contact centre, or face-to-face in Services Australia service centres) and access aged care services, and/or access other relevant supports in the community. Reasons for requiring intensive support may include: Isolation or no support person (such as a carer, family member or representative) who they are comfortable to act on their behalf and/or who is willing and able to support them to access aged care services via My Aged Care Communication barriers, including limited literacy skills Difficulty processing information to make decisions Resistance to engage with aged care for any reason, where their safety is at immediate risk or they may end up in a crisis situation within approximately the next year Past experiences that mean they are hesitant to engage with aged care, institutions or government The care finder service also targets older Australians from the following priority groups: Financially and socially disadvantaged People experiencing homelessness or at risk of homelessness People living in a rural or remote area Aboriginal and Torres Strait Islander people People from a culturally and/or linguistically diverse background People affected by forced adoption or removal Care-leavers Veterans LGBTQ+ people The scope includes: Specifically targeting people who have one or more reasons for requiring intensive support to interact with My Aged Care, access aged care services and/or access other relevant supports in the community Establishing and maintaining a care finder network that addresses the specific local needs of the ACT region in relation to care finder support, building knowledge and skills, integrating as part of the local aged care system, and collecting data and information to support evaluation of the program Leveraging the network of care finders to strengthen relationships between care finder providers, including making warm referrals where a client is best supported by a different care finder provider, for example where a provider's strength is supporting LGBTQI+ populations or those who are homeless Developing and maintaining working relationships with the Elder Care Support Program providers and local First Nations Peoples services Seeking opportunities for the continuous improvement of the care finder program Proactively contributing to the integration between the health, aged care and other systems at the local level within the context of the care finder program Care Finder Functions Care finders employed by the provider will have a primary function that includes: Providing specialist and intensive assistance to help people in the care finder target population understand and access aged care and connect with other relevant supports in the community Assertive outreach Engagement and rapport building with potential clients and local intermediaries Supporting people to interact with My Aged Care so they can be screened for eligibility for aged care services and referred for assessment Supporting people to understand and be guided through the assessment process, including, where appropriate, attending the assessment High-level check-in with clients on a periodic basis and follow-up support once services have commenced Contractor Requirements Ability to begin service delivery within a short time frame following contract award Employ care finders with relevant qualifications, such as social work, human services, aged care, community services or health, and/or relevant experience Ensure all care finders, their managers and triage staff complete mandatory online induction training, regardless of prior training or experience, covering key foundational information for the care finder role and competencies Ensure client-facing staff complete training in cultural safety and trauma-informed care Provide support to care finder staff, such as clinical supervision or counselling, to support wellbeing and reduce the risk of burnout Read and understand the requirements and expectations of the care finder program provider as outlined in the care finder policy guidance for PHNs Instructions to Tenderers The RFP process commences Monday, 31 August 2026 Additional materials and information are provided in the Request for Proposal All applications must be submitted on the Response Form as a PDF to tenders@chnact.org.au Responses to questions will be uploaded to the CHN website Tenders page on Tuesdays and Thursdays; it is the responsibility of applicants to check for any updates This Approach to Market is funded utilising Primary Health Network program funding from the Australian Government, Department of Health, Disability and Ageing Enquiries Questions and requests for information close at 5.00 pm Friday, 11 September 2026, and must be submitted in writing to tenders@chnact.org.au.