How to Access Aged Care Services in Australia If English Is Not Your First Language

The aged care system can feel confusing, especially for multicultural families

Australia's aged care system has changed significantly since November 2025, when the new Support at Home program replaced the old Home Care Packages system. For families from Arabic, Vietnamese, Chinese, Filipino, Spanish, Italian, Lao, Mauritian, Egyptian, Thai, Assyrian, Croatian, Serbian, Bengali or Dari speaking backgrounds — and many others — understanding what is available, how to apply, and what to expect from a provider can feel like a very big ask.



Many families also face the added challenge of being the bridge between an older parent who speaks little English and a system that was not always designed with them in mind. Adult children often find themselves translating, advocating, and trying to make sense of a complex system while managing their own work and family commitments.

This guide is designed to help.

Step one: Contact My Aged Care

The entry point to Australian Government-funded aged care services is My Aged Care. You can contact My Aged Care in several ways:

By phone on 1800 200 422, Monday to Friday 8am to 8pm and Saturday 10am to 2pm.

Online at myagedcare.gov.au.

If the person needing care does not speak English, they — or a family member on their behalf — can access My Aged Care through the Translating and Interpreting Service. To do this, call TIS National on 131 450, tell the operator the language you speak, and ask the interpreter to call My Aged Care on 1800 200 422. The interpreter will then facilitate the conversation on your behalf at no cost.

Step two: Use the free interpreter service

Language should never be a barrier to accessing aged care. The Australian Government funds aged care providers' access to interpreting services through TIS National. Providers can use TIS National to help people from culturally and linguistically diverse backgrounds access and navigate the aged care system, and it is available year-round at no cost to them.

This means that once you are connected with an approved provider, they can use TIS National at no charge to you to discuss your care needs, develop your care plan, explain fees and charges, and support you to participate in social and community activities.

TIS National provides immediate telephone interpreting 24 hours a day, seven days a week, as well as pre-booked telephone interpreting, onsite interpreting, automated telephone interpreting, and video remote interpreting. 



If you need help accessing My Aged Care before you have a provider, you can also call TIS National directly on 131 450 and ask them to connect you.

Step three: Get an aged care assessment

Once you contact My Aged Care, you will be referred for an assessment to determine your eligibility and the level of support you need. An assessor will visit the person needing care at home to understand their needs, goals, and preferences.

It is important to let My Aged Care know in advance that an interpreter is needed, so one can be arranged for the assessment. You can also have a family member present to assist, though having a professional interpreter ensures nothing is missed.

The My Aged Care assessment will determine whether the person is eligible for the Commonwealth Home Support Programme, the Support at Home program, or other services based on their level of need.

Step four: Choose a provider who understands your culture

This is where the choice of provider makes a very significant difference. Not all aged care providers have the language capability, cultural knowledge or lived experience to truly support people from diverse backgrounds.

When choosing a provider, it is worth asking:

• Do you have staff who speak my language?
• Do you match clients with workers from the same cultural background, where possible?
• Do you offer social groups in my language or cultural community?
• Do you understand the cultural practices, dietary needs and religious observances that matter to us?
• Have you supported people from my community before?

The answers to these questions can tell you a great deal about whether a provider will genuinely meet your family member's needs or simply tick a box.

Languages FOCUS Connect supports

FOCUS Connect has been serving culturally and linguistically diverse communities across South West Sydney and Northern Sydney for over 42 years. With 72 per cent of staff identifying as CALD or speaking a language other than English, FOCUS Connect can provide genuine language-matched support across a wide range of communities.

Languages supported by the FOCUS Connect team include Arabic, including Egyptian Arabic, Mandarin and Cantonese, Vietnamese, Tagalog and Filipino, Lao, Spanish, Italian, Mauritian Creole and French, Thai, Assyrian, Croatian, Serbian, Bengali, Dari, Farsi, and Hindi, among others.



This means that in most cases, FOCUS Connect can match a client with a support worker who shares their language and cultural background, not just someone who has completed a cultural awareness course.

Social groups in your language

One of FOCUS Connect's most valued offerings for older Australians is its multicultural community social groups, which are delivered in specific languages and cultural contexts. Current groups include Spanish, Vietnamese, Mauritian, Chinese, Filipino, Lao, Egyptian, Arabic and multicultural senior groups, as well as groups in Northern Sydney and special cultural events throughout the year.

These groups provide older people with the opportunity to connect with others from their own community, maintain their language and cultural identity, and enjoy activities and outings in a welcoming, familiar environment. For many older people, particularly those who live alone or have limited mobility, these groups are a lifeline.

What services are available?

Through the Support at Home program and the Commonwealth Home Support Programme, FOCUS Connect can provide a range of in-home and community services, including:

• Domestic assistance — cleaning, laundry, meal preparation and grocery shopping.
• Personal care — assistance with showering, dressing, toileting and medication support.
• Transport — safe and reliable transport to appointments, shopping and social activities.
• Social and community support — individual and group-based support to reduce isolation and maintain connection.
• Nursing services — in-home nursing support for clients with more complex needs.
• Respite care — support for family carers who need a break.

FOCUS Connect supports clients across the full continuum of need — from entry-level assistance to end-of-life care — so families can build a long-term relationship with a provider they trust.

Who is eligible?

The Support at Home program is available to Australians aged 65 and over, or 50 and over for Aboriginal and Torres Strait Islander peoples. People from CALD backgrounds are specifically recognised under the Aged Care Diversity Framework as a priority group, meaning their cultural and language needs must be considered throughout the assessment and care planning process.



If you are not sure whether your family member is eligible, FOCUS Connect can help guide you through the process from the very beginning.

What if my parent is hesitant or unwilling to accept help?

This is very common across many cultural communities. For some older people, accepting help from someone outside the family can feel like a loss of independence or a sign of weakness. For others, there may be shame or stigma attached to the idea of needing care.

A few approaches that can help:

• Frame aged care as a way of staying at home longer and maintaining independence, rather than as a step toward a nursing home.
• Involve the older person in every decision about their care. Under the new aged care rules, older Australians have the right to choice and control over their services.
• Start small — a social group, some help with gardening, or transport to appointments can be a gentle first step that builds trust.

Choose a provider whose staff share the same cultural background, as this often helps older people feel more comfortable and respected.

How to get started with FOCUS Connect

If you or a family member would like to find out more about aged care services at FOCUS Connect, the team can be reached on 02 4627 1188 or through the contact form at focusconnect.org.au. FOCUS Connect serves communities across Campbelltown, Liverpool, Bankstown, Camden, Fairfield, Wetherill Park, and surrounding areas in South West Sydney, as well as clients in Northern Sydney suburbs including Eastwood, Epping and Ryde.

You do not need to have an assessment in place before reaching out. FOCUS Connect can help you understand your options, support you to register with My Aged Care, and connect you with a support worker who speaks your language and understands your community.

Frequently Asked Questions About Accessing Aged Care in Your Language