Support that starts with the person

CAQA Willow Community Care, community services: aged care, disability, youth and family support

Willow Community Care is a not-for-profit community services provider working across the south-east of Melbourne, Geelong and the Goulburn Valley. Willow delivers in-home aged care under the Support at Home program, NDIS core and capacity building supports for people with disability, youth and family services for young people aged 12 to 25 and their families, and a recovery-oriented mental health program. Around 1,900 people receive a Willow service in a typical month, from a weekly domestic assistance visit through to intensive case management for a family in crisis. Every service begins with what the person wants their life to look like, and the support plan is built around that.

The organisation runs from three hubs. Dandenong holds head office, the People and Operations team and the largest home care and disability workforce. Geelong and Shepparton each run a local roster and a youth and family team. Frontline support workers are rostered on a seven-day roster in morning, afternoon and sleepover shifts, with an on-call coordinator available every night and weekend. Case managers, support coordinators and recovery workers work standard hours with flexible starts to fit around client appointments. Around 45 volunteers support social groups, transport and the community meals program under the supervision of a volunteer coordinator.