Positive outcomes

On the whole, attendees felt there had been a high level of collaboration and information sharing across the sector during the recent period of change and uncertainty.

A range of measures were implemented that put us in a strong position moving forward, including:

• rapid testing arrangements for children and young people in care
• increased psychological assessment capacity
• a modified licensing process for residential care that reduces the need for physical inspections
• a shared approach to business continuity planning
• virtual training for carers
• clear communication processes.

Several agencies reported that carers found online interactions with their support workers to be meaningful and effective, with the use of technology in country areas resulting in an increase in contact in many cases. Agencies working in regional areas have helped carers to access both devices and data to make these virtual interactions possible.

Where it was needed, agencies found innovative ways to continue face-to-face contact, such as meeting in a carer’s back yard or other outdoor space. In these circumstances, staff found the health screening questions and checklist to be very useful.

With face-to-face training ceasing, agencies have worked hard to develop and implement online training. This is now an ongoing resource which will allow agencies to continue their core business if restrictions are re-imposed (eg carer recruitment).

Learnings

Many attendees reflected on the importance of limiting staff movement between offices and facilities to prevent the spread of the coronavirus and protect the capacity of their workforce. Several agencies, including DCP, indicated that they’ve kept workplace capacity at 4 people per square metres, to safeguard against any potential future outbreaks. Attendees also reflected on the risk to staffing levels during an outbreak, and the importance of supporting employees to get tested and be absent from the workplace while the results are processed.

A common concern across the sector was the availability of personal protective equipment and cleaning materials at the beginning of the outbreak, when supplies were limited. Supply chains have now recovered, which has helped to alleviate this pressure. Several agencies indicated they were stocking-up on supplies as part of their emergency planning efforts, such as masks and hospital grade cleaning products required for deep cleaning.

Agencies reported that accessing appropriate therapies for children and young people was a challenge during the coronavirus, with many providers limiting or stopping face-to-face sessions. While telehealth was used, carers reported that this did not always provide the level of support received through in-person sessions.

Access to respite and family contact was also raised as an area where more planning could occur. The importance of family-based care was discussed, especially the need for a mix of immediate response carers to manage system pressure and respite carers to support placement stability.

Communications

People said that they felt overwhelmed by the amount of information being disseminated when the coronavirus first emerged, which came from multiple sources. This has now settled down to a much more manageable level, with regular communications channels being established and information becoming much clearer.

DCP provided a brief update on its main communication channels for carers and for the sector:

Sector

• partner updates (regular sector e-newsletter)
• service provider section of the DCP website
• briefings/information sessions on particular topics

Carers

• online carer platform
• periodic emails and mail-outs
• information disseminated to carers via NGO agencies and DCP front line staff.

Agencies found that informal communication with staff was just as important as formal communications. For example, verbal updates from managers to frontline staff often worked better than written emails.

A survey of carers found that they value detailed information that is specific to their roles, raising potential scope for a more collaborative approach to communicating with carers.