A summary report on the findings of the process evaluation of Carer Gateway conducted between 2020 to 2021. The process evaluation examines the implementation of Carer Gateway. It provides key findings and recommendations.

Carer Gateway is a Commonwealth funded national program launched in April 2020. It provides online, telephone and face-to-face support to carers across Australia. The Department of Social Services undertook a comprehensive evaluation of Carer Gateway, including a baseline evaluation, ongoing program monitoring, a process evaluation, a carer wellbeing survey, and an impact evaluation.

All data was then synthesised and used to inform the development of recommendations to support the ongoing delivery of the program.

Key findings

• The program was successfully launched, after a complex transition period and at the same time as the first COVID-19 lockdowns in Australia.
• Some carers registered easily, whilst others found this process confusing.
• Stakeholders had very mixed feedback on the Carers StarTM. Some carers find it valuable, while for others it is challenging, particularly if administered during a time of high distress.
• Many carers experiences extensive delays between registering for their new provider and actually receiving services. For carers who did receive services, some aspects of the new model do not yet fully meet their needs.

Summary of recommendations

• Deliver awareness raising and educational support about the model.
• Improve frontline capability in collecting and using Carers StarTM data.
• Increase monitoring of compliance of Carers StarTM completion rates.
• Continue the COVID-19 ‘fast track’ intake option for carers with extremely high levels of need.
• Improve integration of online, telephone, and face-to-face components.
• Review respite processes.
• Re-incorporate social connection for carers.