Community Visitors Scheme
(CVS)
Frequently Asked Questions
The Community Visitors Scheme (CVS) funds organisations to coordinate
volunteers to visit recipients of Australian Government subsidised aged care
services (residential and home care) who are socially isolated and whose quality
of life would be improved by friendship and companionship.
Providers
How do you contact a CVS auspice? (1)
This may be arranged through liaison with the aged care service provider, contacting the
Department of Social Services or the CVS Network Member within their relevant State/Territory, by
phoning My Aged Care on 1800 200 422 or visiting My Aged Care (www.myagedcare.gov.au).
What resources are available to provide information about the CVS? (2)



within these Frequently Asked Questions;
CVS Policy Guide; and
My Aged Care (www.myagedcare.gov.au) or call 1800 200 422
Who can access the CVS? (3)
The CVS is available to recipients of Australian Government subsidised residential aged care services
or Home Care Packages who have been identified by their aged care provider as at risk of isolation or
loneliness. CVS visits are not available to recipients of Home and Community Care (HACC) services.
Who is not eligible for CVS visits? (4)


Anyone who is not in Australian Government subsidised residential aged care or receiving
Australian Government subsidised Home Care Packages; or
People who are receiving services under the Commonwealth Home and Community Care
(HACC) program.
What is the target group for the CVS? (5)
The target group of the CVS include people:
 who do not have regular and reasonably frequent contact with friends or relatives;
 who do not have contact with friends or relatives on a one on one basis;
 whose quality of life is not enhanced by the visits they currently receive;
 who feel very isolated and lonely and would benefit from contact;


whose frailty or mobility or communication impairments prevent them from participating in
social or leisure opportunities;
who are socially isolated or at risk of being socially isolated, which tends to be more
prevalent in some special needs groups.
It is important to note that CVS visits are not available to recipients of Home and Community Care
(HACC) services.
Who delivers the CVS? (6)
The Australian Government funds organisations to recruit and train volunteer visitors. These are
referred to as CVS auspices.
How are CVS auspices funded? (8)
The Australian Government engages auspices through Funding Agreements to administer the CVS
programme. Auspices receive funding for each ‘Active Visitor’ (this equals 1 volunteer attending at
least 20 visits per year or equivalent).
What types of visits are available under the CVS? (9)
There are three types of visits:
1. A one on one visit by a volunteer visitor to a care recipient in an Australian Government
subsidised residential aged care home;
2. A one on one visit by a volunteer visitor to a care recipient of a Home Care Package in their
home; or
3. A group visit that consists of two or more care recipients at the same time, in an Australian
Government subsidised aged care home.
CVS auspices may provide one or more of these types of CVS visits. CVS auspices should refer to
details of the types and number of visits (represented as funded volunteer places) included in
Annexure A of their CVS Funding Agreement.
It is important to note that CVS visits are not available to recipients of Home and Community Care
(HACC) services.
How are socially isolated aged care recipients identified for visits? (10)
The aged care service provider refers care recipients who do not have quality contact with friends or
relatives from outside their home/residential aged care home and/or who experience isolation from
their culture or heritage, to a CVS auspice in their area. The CVS auspice then works with the aged
care service provider to match care recipients with CVS volunteers.
Can volunteer visitors from different CVS auspices visit care recipients in the one
aged care home? (11)
Yes. CVS auspices are encouraged to coordinate with aged care providers when there is demand for
visitors from multiple auspices within the aged care home. Demand for services being appropriately
met and appropriate client matching should remain the highest priority for aged care providers and
auspices.
What if an aged care home will not let volunteers in to visit? (15) .
Where a care recipient has been identified by an aged care home as eligible to receive a volunteer
visitor, the residential aged care service may be in breach of their legislated responsibilities if they
were to refuse to allow a volunteer visitor to have access to the home (Aged Care Principles 1997,
User Rights Principles 2014, Part 2, Division 2, Section 8). However under some circumstances
access may be denied for legitimate reasons such as ‘lock down’ of the home due to a
Gastroenteritis outbreak. In these circumstances a phone call to the resident to ‘stay in touch’ may
be more appropriate and can be deemed as an actual visit for reporting purposes.
Do aged care service providers have to notify volunteer visitors if their care
recipient passes away? (16)
No. While it is not a requirement that aged care service providers notify volunteers when their care
recipient passes away, the provider should afford it as a very high priority. The Department highly
recommends volunteers are notified through their CVS auspice, if their care recipient has passed
away or becomes seriously ill. It is recommended that service providers develop a communication
strategy to ensure that staff are aware of the need to notify the CVS auspice coordinator or visitor of
a change in the status of the care recipient, as the member of staff with the CVS liaison role may not
be on duty at the time.
Good communication and relationships with aged care providers and their staff may assist with the
notification of visitors in this situation.
Do all volunteers require a police check (National Criminal History Record Checks)?
(22)
Yes. All volunteers over 18 year of age require police checks before they begin to visit a resident.
This is in accordance with Section 13.9 of the Community Visitors Grant Principles 1997.
While police checks do not have an expiry date, the national crime check stipulates that these must
be updated every three years for all volunteers who work in government-funded or supported agedcare facilities, including through the Community Visitors Scheme. Further information can be found
on the National Crime Check website.
The CVS auspice is responsible for organising police checks and appropriate funding is provided for
this through grant funding. The auspice should notify the aged care provider that the police check
has been undertaken. The aged care provider is not required to view the original police check.
Volunteers assessed by their CVS auspice as suitable to undertake visits are to be provided with a
letter confirming a police check has been undertaken and the volunteer is suitable to visit the aged
care recipient. A new letter must be provided to the CVS volunteer when their police checks are
renewed.
When police check letters are received by aged care providers from volunteer visitors they should be
kept on file to demonstrate that the auspice has met the requirements of Australian Government
aged care legislation in relation to the police checks and the related record-keeping requirements.
Additional clarification regarding police check requirements can be obtained by emailing the Police
Check inbox (police.checks@dss.gov.au).
Do volunteers require any other documents in addition to police checks? (23)
No, not usually. Statutory declarations are generally only required in addition to police checks in two
instances:



for essential new staff and volunteers who have applied for, but not yet received, a police
certificate but wish to commence visiting; and
for any staff or volunteers who have been a citizen or permanent resident of a
country other than Australia after the age of 16.
In these two instances, a volunteer can sign a statutory declaration stating that they have never, in
Australia or another country, been convicted of murder or sexual assault, or convicted of and
sentenced to imprisonment for any other form of assault.
What training is required for CVS volunteers? (25)
As part of internal procedures, CVS auspices should provide volunteer visitors with a basic
training/orientation to ensure they can confidently take on their role and are clearly aware of their
obligations/responsibilities. The orientation/training could include an overview of the CVS and the
aged care system, the role of visitors, the rights of visitors and care recipients, duty of care, loss and
grief, administration requirements associated with being a visitor, code of conduct and occupational
health and safety issues.
Volunteers of the auspice should not be considered direct volunteers or staff of aged care services.
Therefore they are not required to undertake any additional training from the aged care service
provider in order to undertake visits. CVS volunteers should be treated by aged care service
providers similar to those considered as a friend or family member visiting to provide companionship
to the care recipient.
Can an aged care recipient request a CVS visitor with similar background or life
experiences? (63)
The CVS program aims to match an aged care recipient to a suitable volunteer visitor. A Resident
Profile Form has been developed to collect information on an aged care recipient in order to better
match a visitor. The form can be used by auspices to collect information from aged care service
providers about care recipients. This form helps to identify any preferences a care recipient might
have in terms of the visitor they might be matched with, including gender, age range, or from a
specific cultural or other diverse background. This is an optional form. Auspices are welcome to use
their own form if they wish.
Do aged care service providers need to arrange a police check for volunteer
visitors? (64)
No. The CVS auspice is responsible for organising a police check for all volunteers over 18 years of
age before they begin to visit a care recipient, and these checks must be renewed every three years.
This is a requirement under the legislation.
What action or notification should occur if a care recipient who has been matched
with a visitor passes away or becomes seriously ill? (65)
The aged care service provider should make it a very high priority to advise volunteers, preferably
through their CVS auspice, when a care recipient in the CVS programme has passed away or
becomes seriously ill. Should the service provider be unable to contact the CVS auspice coordinator,
the visitor should be contacted. The visitor should be made aware of the care recipient’s situation as
soon as possible to take into consideration alternative arrangements. If the care recipient passes
away, the CVS auspice should provide support to assist the visitor to deal with the loss of their friend
(including attending the funeral service, if required).
Does the Department of Social Services collect information on volunteers or care
recipients? (66)
No. While CVS auspices receive personal information from aged care service providers (on the
Resident Profile Form or similar), this information is not provided to the Department of Social
Services through reporting requirements of individual CVS auspices.
Do aged care recipients have to disclose personal information, such as being part of
a special needs group? (67)
Aged care recipients are under no obligation to disclose personal information.
Due to privacy reasons, aged care recipients and service providers may not wish to disclose sensitive
information such as being considered part of a special needs group. However, the provision of this
information where available, will help to match visitors appropriately to aged care recipients.
Further detail is included in the CVS Policy Guide 2013-2016.
What are the obligations of aged care service providers in the CVS? (68)
Aged care providers must foster effective working relationships with CVS auspices. Aged care
providers are responsible for identifying care recipients who may benefit from receiving a volunteer
visitor, making referrals to an auspice working in their area and being welcoming, encouraging and
supportive to volunteer visitors.
Can an aged care home refuse to allow visitors into their premises? (69)
Volunteer visitors should be treated in a similar manner to a family member or good friend who is
coming to provide companionship to the care recipient on a casual basis.
In accordance with the User Rights Principles 1997, managers of Australian Government subsidised
aged care homes are responsible for identifying care recipients who may benefit from receiving a
volunteer visitor, making referrals to a CVS auspice supporting their area and being welcoming,
encouraging and supportive to volunteer visitors. Where a care recipient has been assessed by an
aged care home as eligible to receive a volunteer visitor the residential aged care service provider
may be in breach of their legislated responsibilities if they were to refuse to allow a volunteer visitor
to have access to the residential care service. (Reference - Aged Care Principles 1997, Part 2, Division
3, 23.10)
Can CVS visits replace usual structured activities scheduled by the aged care home?
(70)
One on one and group visits in aged care homes are intended to provide companionship to socially
isolated people. These visits are in addition to, and must not be utilised to replace programmed or
structured activities that are run by the home.
What is a CVS volunteer visitor? (71)
A volunteer visitor is a person who sets aside time, at least once a fortnight, to visit and befriend a
resident of an Australian Government subsidised aged care home or a person in their own home
who is receiving a Home Care Package.
How do volunteer visitors improve a person’s social connectedness? (73)
Volunteer visitors add to the quality of life of the care recipient by being a companion, confidante
and friend. They can help the care recipient feel more involved with their community.
The CVS aims to improve the quality of life of the care recipient. This can include an increase in the
self-esteem and well-being of the care recipient; diminished feelings of anxiety, isolation and
loneliness; a sense of connection to the community; and an increase in feelings of independence.
Some care recipients don’t have regular contact with relatives or friends. In some cases, the care
recipient may be visited but receive little benefit from the visits. The care recipient may be isolated
because of cultural reasons and would benefit from spending time with someone they can relate to,
or who can speak with them in their first language.
What if a face to face visit is not possible? (79)
Volunteers are required to work within the processes set by their auspice. When a face-to-face visit
is not possible for a one on one visit, a letter, card or phone call may be considered to be reasonable
contact. However, ongoing reduced frequency visits are not acceptable and would not qualify the
volunteer as an active visitor.
Short periods of reduced visiting frequency by the volunteer for reasons such as exams, holidays or
increased work or family commitments are acceptable and may still be counted as "active", provided
it is clear that the volunteer has every intention of continuing the relationship with the care
recipient.
Do volunteer visitors need to be mindful of relationships with aged care providers
and their staff? (91)
Volunteer visitors will come into contact with a number of staff. People who care for frail older
people have a demanding, yet rewarding, job. They are dedicated people who work hard to provide
care in a homelike environment.
The staff of the aged care home should support volunteer visitors and welcome them to the home.
They can provide visitors with support in their role as required.
If volunteer visitors have concerns about the aged care provider’s staff, they should speak to their
CVS auspice coordinator.
What constitutes a group visit in a residential aged care home? (93)
A group visit includes meeting with two or more care recipients not receiving one on one visits
through the CVS in the aged care home. Visits may be attended by one or more volunteer visitors.
Group visit places are allocated by visit, not by number of care recipients participating in the visit.
Group visits in residential aged care homes are intended to provide companionship within the aged
care home and extend the social network of socially isolated people. They are in addition to, and
must not be utilised to replace programmed or structured activities that are run by the aged care
home.
Who determines eligibility for a group visit? (94)
The aged care provider is responsible for determining which care recipients within their aged care
home could benefit from a group visit, and determining appropriateness of care recipients within
the same group.
How regular do visits need to be? (95)
An active group visit is defined as 20 or more visits to a specific group of care recipients in a financial
year.
Can a care recipient who receives a one on one visit also be part of a group visit in
an aged care home? (96)
No. An aged care recipient may only receive either a one on one visit or be a part of a CVS group
visit.
Can a volunteer visitor undertake both group visits and one-on-one visits? (97)
Yes. But the CVS auspice must receive funding for both types of visits and these visits are not
conducted at the same time.
What happens when the visitor arrives but only one care recipient participates in
the group visit? (98)
If the visitor has confirmed the group visit with the aged care service home, however, when they
arrive some of the care recipients are not able to attend due to circumstances outside of the visitor’s
control, the visit could continue with the one care recipient and be reported as a group visit. If this
occurs more frequently, consideration should be made to restructuring the group, or considering an
alternative option (eg. one on one visits).
How is a group visit reported? (99)
A group visit must be reported as a single visit, even if two visitors participate. It is up to the visitors
to determine who is responsible for reporting the visit.
What if a visitor is unable to make the group visit? (100)
It is important to maintain consistency with visitors to specific groups. However, in situations where
a visitor in unable to make the visit due to unforseen circumstances, the CVS auspice coordinator
may arrange for a substitute visitor to attend, in consultation with the original visitor. If it is not
possible to arrange a substitute, the coordinator should notify the aged care home that the group
visit would be cancelled on that occasion.
What happens if a group visit can’t be conducted, as a result of circumstances
within the aged care home? (101)
Volunteer visitors are encouraged to make contact with the residential aged care home on the day
to ensure a scheduled visit can be undertaken. If it is not possible to undertake the visit, the
volunteer visitor should postpone the visit to another date in consultation with the aged care home.
What action should be taken if the active visitor ratio for group visits is not
achievable but there is still a determined need for a one on one visit? (102)
If a CVS auspice can’t meet the active visitor ratio for group visits but still has a care
recipient in need of the visit, they should consult their CVS State or Territory Network
Member to consider other options. For example, another auspice within the same Aged
Care Planning Region may be able to meet the group or individual need, where places are
available.
What action should a visitor take if a Home Care Package recipient does not
respond to a scheduled visit? (104)
In situations where a recipient does not respond to a scheduled visit, the volunteer visitor should
raise their concerns with the CVS auspice coordinator and/or service provider and have their
concerns documented.
Auspices may like to refer to the Guide for community care service providers on how to respond
when a community care client does not respond to a scheduled visit (the Guide). Used by service
providers to establish appropriate procedure for volunteer to follow. The Guide contains a set of
nationally consistent protocols, and can be used when developing the Service Provider’s own
policies and procedures to deal with non-response from a care recipient who was scheduled to
receive the service.
What action should be taken if a care recipient is unable to receive the visitor due
to circumstances outside their control? (105)
Visitors are encouraged to contact the care recipient on the day of the visit to confirm, as they
would if they were visiting a friend or family member. If, having confirmed the visit, a visitor travels
to a person’s home and the person is not able to receive the visitor, the visitor would report this as a
visit, due to the intention to meet with the care recipient.
What action should the visitor take if they are concerned about an issue they
observe during a visit to a person’s home? (106)
If during the visit, a volunteer visitor becomes aware of issues that are potentially unsafe or
hazardous for the person, this should be reported to the CVS auspice. The CVS auspice is responsible
for notifying the provider.
An aged care recipient is lonely and in a Government funded aged care home, how
can they access the CVS? (108)
The aged care recipient, their family or representative should contact the manager of their aged care
home to see if they are eligible to receive a visit from a volunteer visitor.
A care recipient receives a Home Care Package – can they have a CVS volunteer
come to visit? (109)
Yes. CVS auspices can visit recipients of Home Care Packages. Contact the Home Care Package
provider to determine the care recipient’s eligibility to receive a visit from a volunteer visitors.
What if a care recipient doesn’t want a visitor to come anymore? (110)
The care recipient is encouraged to advise their visitor that they do not wish to continue the visits. If
uncomfortable with this suggestion, contact their service provider to inform them of this request.