• How COVID-19 has increased labour demands on the aged care workforce and how aged care services and the government have navigated these changes 
  • How the roll-out of vaccinations for aged care residents, aged care workers and carers has helped the community be safer 
  • How the government is working to implement the findings from the Royal Commission into Aged Care Quality and Safety with respect to the aged care workforce


  • Understanding the recommendations from the Royal Commission 
  • Where to go from here – implications of the findings from the Royal Commission for the aged care sector 
  • Measures to go forward and challenges that lie ahead for the industry


  • How the Aged Care Workforce Industry Council is collaborating with government, the sector and other key players to drive workforce reforms and best practice 
  • Progress so far against Australia’s aged care workforce strategy, A Matter of Care 
  • Where to from here? Key partnerships and projects to support the aged care workforce




  • Decreasing the widening gap that lies in attracting and retaining a highly skilled workforce 
  • How the technology you adopt and processes you implement are crucial across all the phases of employee experience 
  • The importance of changing the way an organisation finds enough people and the ‘right’ people 
  • How technology and data need to support the full cycle of employee experience and what you need to be considering now to define what “great” could look like for your organisation


  • Re-evaluating your priorities as an aged care leader during challenging times
  • Investing time engaging and developing your people 
  • Maintaining flexibility and agility as an aged care leader 


  • Expanding aged care education, training and hiring opportunities 
  • Government funding for additional workers that the aged care sector needs 
  • Recruitment of the aged care workforce in rural, regional and remote Australia 




  • How we can protect and educate the aged care workforce at the same time 
  • Why continuous acknowledgement and staff support is an imperative for aged care service providers 
  • Providing the psychological support and wellbeing services our aged care workforce needs so they can continue to perform in their roles 


Roundtable One 
Transitioning training to online  
Liam Liddicoat, Senior Director of Sales, Open LMS 
Roundtable Two 
How can aged care service providers enhance rostering and scheduling to ensure employee satisfaction?  
Evelina King, Senior Account Relationship Manager – ANZ, WorkForce Software Australia 
Mark Miranda, Aged Care Leader, WorkForce Software Australia 
Roundtable Three 
How can your organisation upskill its aged care workforce to meet the needs of senior Australians? 



  • Recruiting aged care staff with a customer-first mentality  
  • Embedding a customer-centric attitude in day to day operations, initiatives and practices  
  • Driving and maintaining long-term cultural change for a customer-centric workplacea


  • Working with residents and families to choose the right home based on care needs and common interests 
  • Thinking about rosters and workflow differently 
  • How smaller care environments have been proven to increase quality of life, reduce rates of depression and reduce hospitalisation for people living with dementia 






  • Workforce landscape and challenges for the industry 
  • Combining valuable data and insights with advice to optimise candidate and employee experience
  • Understanding how your organisation can appeal to candidates and align your workplace offering with current employee priorities


  • Supporting emerging leaders in transforming mature sectors entails going beyond conventional career advice 
  • Fostering creativity, innovation and authenticity through mentoring and coaching engagements 
  • No pop affirmations, prescribed plans for guaranteed success and advice platitudes  



  • Developing an organisational ethos of ongoing learning to maintain best practice standards in the delivery of care by your aged care workforce 
  • Motivating staff to undertake ongoing training and professional development  
  • Communicating benefits to staff of ongoing training and professional development


  • Implementation of programs that build capability 
  • Providing ‘stretch’ opportunities for employees 
  • Accelerating professional development for our workforce 


  • Promoting positive aspects of aged care work to potential recruits 
  • Ensuring availability of work placements that provide positive experiences 
  • Aligning the right role to the person 



  • Working with registered training organisations to identify career progression opportunities with matching educational pathways 
  • Articulating clear pathway opportunities for aged care workers to increase employee satisfaction and retention 
  • Lateral recruitment from industries that require exceptional customer service skills 


  • Ensuring that graduates have the right skills for aged care providers 
  • How access to training providers can benefit existing staff 
  • How training providers can help upskill displaced workers interested in entering the aged care sector 



  • Adapting the aged care workforce to advancements in automation and artificial intelligence 
  • How an increasingly mobile workforce can access services 
  • Building workforce confidence in using digital tools and understanding how it will help streamline work tasks and enhance quality of care 



  • Workforce reform 
  • Driving innovation in the aged care workforce 
  • Financial considerations in upgrading technology for your aged care workforce 


  • Ensuring new employees are properly inducted, developed and engaged to maintain job satisfaction during their time with the organisation 
  • Providing opportunities for employee growth 
  • Finding ways to recognise and reward high-performing employees 
  • Improving company culture 



30 March 2022 | 9 AM - 4:00 PM
Workshop Overview 
Aged care workers are the beating heart of their sector and the Royal Commission into Aged Care Quality and Safety says they play a critical part in the aged care experience for older Australians and their families. In its final report, the aged care royal commission acknowledged the complex task of recruiting, retaining and engaging a workforce that’s capable of delivering the quality of care that Australians expect. 
So how can this be achieved? There are numerous steps individual providers can take to support aged care workers. From creating a compelling value proposition, to facilitating ongoing professional development, providers can seize the initiative to attract, retain and engage a workforce to support care into the future. 
Having hands-on experience within the sector, Kerryn’s engaging, interactive and practical approach will have participants thinking about who their workforce is, what they want and how providers can attract, retain and engage their teams in new, simple and cost-effective ways. Thinking about the aged care workforce differently will help providers look to leverage relationships, systems and opportunities to solve real world workforce challenges across their organisations. 
The benefits to providers in focussing on their workforce are significant. The aged care workforce represents the single biggest operational cost impacting providers’ bottom lines. While workforce performance has the largest impact on delivery of care and on compliance with the Aged Care Quality and Safety Standards. 
Through introduction of a balanced yin/yang workforce management, Kerryn will arm participants with strategies to truly “create a culture of care”. 
Learning Objectives 
  • Understand what the workforce issues are facing the sector now and into the future 
  • Develop and initiate a strategy to position your organisation as an attractive place to work  
  • Identify ways to improve retention rates through creating a positive and engaging workforce culture 
  • Learn strategies to embed and engage aged care teams more fully to improve care within your organisation  
  • Understand the important role of strong leadership attracting, retaining and engaging the aged care workforce 
  • Identify opportunities for innovation in workforce management  
  • Engage across your organisation to reduce silos and improve whole of organisation performance 
  • Measure the success of attraction, retention and engagement strategies 
  • Learn immediate, practical and cost-effective steps to improve your metrics 

Workshop Agenda 

9.00 am | Welcome and introduction 
9.15 am | Program overview 
9.20 am | Why take action now: Change, competition, competence and care 
  • A Matter of Care and the Aged Care Royal Commission 
  • Aged Care Quality and Safety standards and the Serious Incident Reporting Scheme 
  • Financial, industrial and consumer pressure 
  • Sector-wide workforce shortages 
  • Skill gaps, training and competence for the delivery of quality care
  • Aged Care Transformed 
10.00 am | What might the future look like?
  • Technology, future of work, person-centred care and transformation, trends in the healthcare system, COVID and other infections 
10.40 am | Morning break
 11.00 am | Why they come: attracting the best candidates 
  • Identify your needs through workforce planning 
  • Build your brand  
  • Create an Employee Value Proposition (EVP)  
  • Package the perks  
  • Make it easy – streamline recruitment 
11.45 am | Why they stay: retaining your talent
  • Respect and relationships 
  • Health, wellbeing and safety 
  • Rostering and skill-mix 
  • Leave management 
  • Respect, diversity and flexibility 
  • Creating a culture of care 
12.30 pm | Networking lunch
1.00 pm | Why they work: engaging the workforce to care
  • Reward and recognition 
  • Training and development 
  • Upskilling and reskilling 
  • Career pathways and stretch opportunities 
  • Feedback, transparency and accountability 
1.45 pm | Why they lead: providing direction and inspiration 
  • Collaboration and communication 
  • Perceptions of leadership 
  • Leadership development and mentoring 
  • Systems, processes, protocols 
  • SOS Support 
2.30 pm | Afternoon break 
2.45 pm | Measuring success 
  • What should be measured? 
  • Red flags and green lights 
  • Opportunities for continuous improvement 
3.30 pm | Recap on the program, discussion and individual action plans
4.00 pm | Workshop Ends  

Workshop Leader 

Kerryn Dillon 
Director Health and Wellbeing – Aged Care Operations, PwC Australia 
Former Chief People and Culture Officer, TLC Healthcare 
Kerryn is a Director in the Health and Wellbeing team at PwC and is the national lead for Aged Care.  
Kerryn is a qualified lawyer and has held numerous senior positions across the health and aged care sector including serving as the Chief People and Culture Officer at TLC Healthcare, where she led the organisation to recognition as an ABA Employer of Choice for five consecutive years.  Kerryn has a lengthy history of providing practical, effective and value-driven solutions across the healthcare sector including acute, sub-acute, aged care, allied health, primary care and homecare.   Kerryn is committed to excellence and innovation to achieve exceptional outcomes for all.  
Kerryn has particular interest in the health workforce, systems and processes and healthcare operations.  Focusing on strong, engaging and collaborative relationships, Kerryn utilises co-design processes to identify innovative, practical and real-life solutions. 
Kerryn holds an MBA from Griffith University and a Graduate Diploma in Labour Relations from Melbourne University and is a qualified trainer and assessor.  She is also a Professional Member of the Institute of Managers and Leaders and an AHRI certified Human Resources Practitioner. 
From her experience, Kerryn has an excellent understanding of the realities for organisations within the sector and what it takes to become a sector leader and Employer of Choice.