Gathering Stories – The art and power of storycatching in human service work was developed jointly between Loddon Mallee and Hume regions’ Wellness & Reablement Consultants, Liz Foster & Beth Dawson and St Luke’s Innovative Resources. This resource is designed to assist community and human service workers with gathering stories. We hope to ensure that the people we work with are seen and heard in everything we do, guiding us toward better practice and creating opportunities to share this work with others.

A guide to using Gathering Stories offers a variety of specific ideas for using Gathering Stories in relation to Consumer Engagement, Assessment Care Planning & Review and Staff Education & Practice. While this additional document was developed in response to changed work situations and delivery of services due to COVID-19, these ideas are relevant at all times.

Mildura Rural City Council Reflective Practice Story – This story captures the planning and actions the team took to continue to support people, in their homes. Covid-19 restrictions meant that participants could no longer attend their Group-based Exercise Program at Mildura Rural City Council. An accompanying Reflective Questions guide will be available soon.

Paul’s Story – video and guide highlights the importance of providing services in a culturally appropriate way. The accompanying guide provides reflective questions to support staff conversations focused on quality improvement, with links to the Aged Care Standards (1 & 2).

Questions to: initiate dialogue and seek depth and clarity – print, laminate and keep this card handy when having conversations with consumers about their care journey. These open-ended questions and statements can support a person-centred, holistic conversation.



Goal directed care planning toolkit   This resource was developed as part of the Eastern Metropolitan Region Goal Directed Care Planning project. The department has distributed copies of this resource to all HACC organisations in Victorian because goal directed care planning is critical to a person centered ASM approach.


Service Specific Assessment and Care Planning Resources**

This suite of resources have been created to support services providers reflect on their assessment and planning processes and consider ways to reduce duplication and deliver a more streamlined and person centred approach.  They include practical information about the expectations around service specific assessment and planning and how to embed those practices in your work.  They are designed to be easy to use and read, with lots of ideas and strategies you can build into your everyday work.

Reducing duplication in Service Specific Assessment

Embedding a strengths based approach in client conversations

Monitoring, feedback and review of service specific care plans

Service specific goal setting and care planning

**developed by Kate Pascale with the Victorian CHSP sector development teams, including the Wellness and REablement Consultans in the EAster, Northern and Western Metropolitan Melbourne regions.emr-hacc-consumer-feedback-cover


EMR HACC Consumer Feedback Toolkit  The toolkit contains practical advice, tools and strategies to assist staff to design, plan and implement consumer feedback strategies that are effective, efficient and appropriate for a diverse range of clients.


Connecting through Inclusive Communication Practices is a practical resource designed to support the use of appropriate language and inclusive communication approaches to ensure that people accessing your services feel welcomed, valued and understood.  It includes information to support you to have meaningful conversations that are person-centred and consider each person’s diversity.  It also includes information and tools that you can use with your staff, volunteers and consumers to develop new communication material or when reviewing existing communication material.


Co-design and Co-production The webinar and toolkit (Part One, Part Two and Part Three) were developed by consultant Kelly Gray, My Care My Choice (formerly from CommunityWest, Western Australia). The webinar is an introduction to the concepts of Co-design and Co-production and explains how the related resources can be implemented by organisations. The three-part toolkit explores what co-production is, the benefits and challenges for organisations, staff and the people they support, and includes a clear framework and process to implement co-production in your organisation.


Support Loop Designed to provide a feedback and monitoring framework to support organisations which have responsibility for HACC servicessupport-loop-coverdelivered in the home or in a social support setting including home care, social support, home maintenance, transport and personal care.


ASM Communication Toolkit


Social Support Promotional Postcards were developed through a Loddon Mallee Social Support Network project and are designed to support CHSP and HACC PYP funded agencies in their promotion of Social Support services in their local area. Key messages on the postcards are designed as a “conversation starter” where each agency then has the opportunity to provide further detail about how their Social Support program can support an individual.


Dementia Friendly Social Support – Checklist  A checklist for all social support programs with best practice approaches to support group participants living with dementia, their carers and staff.



Planned Activity Groups (PAGs) Make it meaningful: Assessment and care planning guidelines and tools (June 2015). These practice guide lines provide ‘how to’ information and templates for service specific assessment and care planning for Social Support.


Supporting older people living well at home – Understanding the role of the OT.  This paper aims to be a useful resource to strengthen the sector’s understanding of the broad range of ways that OT’s can support clients and add value across a range of service types.  It is designed to share key learnings from across the State and assist agencies to explore the value of engaging OT as a resource in wellness, reablement and restorative care for older people.


Enabling the use of easy living equipment for everyday activities – guidelines and training package. These materials are designed to help assessment staff, home support workers and personal carers inform clients and their carers about easy living equipment.  The easy living equipment helps people undertake everyday activities. This package is complimented by a training DVD – Small things make a big difference for community support workers.


Supporting volunteers to take an active service approach: resource kit. This kit assists organisations to implement a person-centred and wellness approach, with volunteers.


HAnet (Healthy Ageing Network) is an online interactive network that will enable you to discuss and think about “healthy ageing”, and how you encourage people to achieve it. The network is for health professionals and service providers to work together, share information and resources, and discuss best practice strategies to support Victorians as they age.

HAnet provides opportunities for you to share information and discuss your views about:

  • Healthy and active living
  • Healthy environments
  • Participation
  • Discussion (Do you have other comments, or wish to discuss threads not based in the above categories? Do you have news items you wish to share?)

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