In collaboration with TODAY Design, Key Assets Australia, a foster care provider, have been working to improve the process of recruiting and the support provided for foster carers via a Carer Journey initiative. The project has involved research to map the carer journey, identify the key challenges carers faced and propose a response. With challenges around carer recruitment and retention, keys aims of this project are to improve engagement with carers and help them to feel better supported in the role. The Key Assets Australia team have worked on adapting the initial enquiry process, putting together a Can I Foster quiz, as well as working with recruitment team to design an approach which focuses on ruling in, rather than ruling out enquirers. In response to a sense of disconnection reported by foster carers during the assessment process, Key Assets Australia have upskilled the recruitment coordinators to become trusted advisors who focus on building positive relationships with applicants. The assessment process now involves more meaningful interactions, with a ‘Midway Meeting’ where applicants, Key Assets Australia and the independent assessor meet to assess progress of the assessment, as well as review training needs the applicant might have. Other features involve the development of ‘Carer Information Sheets’ to improve the consistency of information provided about the role and support available. There is also consideration on the use of technology to support recruitment of carers and conversion tracking, and lead to a more seamless experience for the service and applicants. The technology means applicants can avoid entering the same data at different stages of the process, the administrative elements are reduced for staff and the service is better able to use data to improve service provision. The early indications of the project support an increase in the number of carer approvals.
https://today.design/case-studies/key-assets-foster-care-service-design/