Reduce the impact on frontline care workers when rolling out new technology

The aged care and in-home care sectors in Australia are undergoing significant transformation. With shifting government funding models, evolving regulatory frameworks, and rising operational pressures, providers are increasingly turning to technology to meet compliance requirements and improve efficiencies. However, introducing new systems like the AlayaCare platform—while promising enhanced care delivery—presents challenges, particularly for frontline care workers. These workers, often more focused on client care than IT systems, can face disruption without proper support. This is where change management becomes critical. By prioritising communication, training, and adoption strategies, organisations can minimise the impact on frontline staff and accelerate the benefits of technology rollouts. Experts like PM-Partners, with their proven track record in health and aged care, offer tailored approaches to ensure success.

The challenges for aged care and home care in Australia

Australia’s aged care and in-home care sectors are navigating a complex landscape. Government funding has shifted from block funding to consumer-directed care (CDC), empowering clients to choose their services but requiring providers to adapt their delivery and management processes. The 2021 Royal Commission into Aged Care Quality and Safety triggered ongoing reforms, with funding and regulation changes still unfolding as of April 2025. These reforms, including the updated Aged Care Quality Standards (ACQS) introduced in 2024, demand stricter compliance, adding administrative and operational burdens.

Cost pressures are another hurdle. Rising inflation, operational expenses, and compliance costs are squeezing providers, while a persistent shortage of skilled labour—nurses, allied health professionals, and care workers—exacerbates the strain. Stronger oversight from regulators, spurred by the Royal Commission, has heightened scrutiny on care quality, safety, and governance. Accreditation and audits aligned with the new ACQS further complicate operations, pushing providers to rethink how they deliver services efficiently while maintaining high standards.

Why aged care and home care providers are turning to technology

To address these challenges, providers are embracing technology as a solution. A standout example is AlayaCare, a platform designed to streamline the continuum of care. From needs assessments and care plans to scheduling, route optimisation, billing, payments, and visit verification, AlayaCare integrates artificial intelligence (AI) and machine learning to boost operational efficiency and improve client outcomes. For residential aged care facilities and in-home care providers alike, such tools promise to meet regulatory demands—like those outlined in the ACQS—while reducing manual workloads and enhancing service delivery.

Technology offers a lifeline in an industry stretched thin by labour shortages and cost pressures. By automating administrative tasks, optimising schedules, and providing real-time data, platforms like AlayaCare enable providers to do more with less. However, the transition to these systems introduces new ways of working, often requiring a shift from paper-based processes to mobile platforms—a leap that many frontline workers and managers are unprepared for.

The importance of change management for these projects

While technology like AlayaCare holds immense potential, its success hinges on how well it’s adopted by frontline care workers. Too often, vendors and implementers focus on features and functionality, overlooking the human element. Many care workers lack high IT literacy, and for those accustomed to paper-based systems, moving to mobile platforms can feel daunting. More critically, their priority is their clients—some of society’s most vulnerable people—not entering data into an IT system. Time spent grappling with technology is time taken away from providing care.

This is where change management becomes essential. Effective change management bridges the gap between technological innovation and practical adoption. It ensures that frontline workers understand the “why” behind the change, feel supported through the transition, and can use the new system confidently. Without it, organisations risk resistance, errors, and delays in realising benefits—potentially compromising compliance with legal and regulatory requirements. By addressing communication, organisational impacts, training, and ongoing support, change management turns a disruptive rollout into a smooth transition.

How PM-Partners’ change management approach works

PM-Partners, a leader in change management with extensive experience in health and aged care, has developed a robust approach to support technology rollouts like AlayaCare. Their methodology leverages proven tools, templates, and strategies to accelerate change activities, allowing more focus on training and adoption—the areas that matter most to frontline staff. Their approach is built on understanding the unique dynamics of care-based organisations, where service levels cannot falter, even during major transitions.

PM-Partners emphasises early engagement, comprehensive training, and sustained support. They identify key change agents within the organisation—individuals who can champion the project and drive adoption among their peers. By equipping these agents with a clear understanding of the benefits and involving them in training, PM-Partners creates a ripple effect of positivity and competence. Their plans also include follow-up training and communication strategies, ensuring that the critical post-go-live period is well-supported. This minimises disruption and builds confidence across the workforce.

Minimising impact on frontline care workers during rollouts

Frontline care workers are the backbone of aged care and in-home care, and any technology rollout must prioritise their needs to maintain service quality. Overestimating their IT capabilities or assuming they’ll adapt without support is a recipe for failure. Poorly managed change can lead to frustration, reduced morale, and even errors in care delivery—outcomes no provider can afford.

To minimise impact, organisations must invest in tailored change management. This starts with clear, consistent communication that explains how the technology (e.g., AlayaCare) benefits both workers and clients—such as reducing paperwork or improving scheduling. Training must be practical, hands-on, and repeated, accommodating the diverse skill levels of staff. For workers transitioning from paper to mobile platforms, this might mean extra sessions or one-on-one support. Post-launch, refresher training and accessible help resources ensure issues are resolved quickly, preventing prolonged disruption. By celebrating early successes—shared through internal communications—organisations can boost morale and reinforce adoption.

Key recommendations for success

PM-Partners offers four key recommendations to ensure a successful AlayaCare rollout with minimal impact on frontline workers:

1. Address change early:

Engage key change agents from the outset. Help them understand the purpose of the technology and the personal benefits (e.g., less admin time), so they can advocate for it among peers.

2. Invest in training:

Don’t cut corners—start training early, repeat it often, and include change agents as trainers to build trust and credibility.

3. Plan post-launch support:

The period after go-live is make-or-break. Schedule follow-up training, refreshers, and communication to address teething problems and reinforce confidence.

4. Leverage change agents as success agents:

Identify and empower a cohort of influential staff to lead adoption. PM-Partners can pinpoint these individuals, ensuring they become ambassadors for the project.

The aged care and in-home care sectors in Australia face unprecedented challenges, from regulatory reforms to labour shortages. Technology like AlayaCare offers a path forward, enhancing efficiency and compliance—but only if frontline care workers are supported through the transition. Change management is the linchpin, ensuring that staff can adopt new systems without compromising the care they provide to vulnerable clients. With PM-Partners’ structured approach—focusing on early engagement, robust training, and ongoing support—providers can roll out technology smoothly, minimise disruption, and accelerate benefits. By planning meticulously, communicating effectively, and celebrating successes, organisations can protect their frontline workers and maintain service excellence, even amidst change.