Aged Care and Transport Services
Dignity, independence and choice – every day.
Aged Care Support
Personal care, domestic help, gardening and social support that enable older people to live independently at home, with dignity and confidence.
Transport Services
Accessible, community-focused transport helping people stay connected, attend appointments, and maintain independence across the Capital Region.
Choice and Control
Everyone deserves to live life their way. This year, CRCS prepared for the introduction of the new Aged Care Act, which places a stronger focus on rights, voice and choice. One highlight was our community information session “Unpacking the Changes to My Aged Care – What You Need to Know”, co-hosted with ADACAS, the Department of Health, Disability and Ageing, Carers ACT, and Ageing Australia. The session gave participants clear, practical knowledge about the changes, advice on accessing independent advocacy through ADACAS, and tools to make informed choices about their care.
Feedback shows that people feel supported in making those choices — with 100% of participants saying the information provided by CRCS was easy to understand, and 80% confirming we follow up when they raise questions or concerns. These results reflect our commitment to accountability and ensuring no one falls through the cracks. It’s also why 83% of participants said they trust CRCS to do the right thing by them — the remaining 17% said they were still getting to know us, but no one said they didn’t trust us.
Strengthening this commitment is the Aged Care Participant Advisory Group (ACPAG) – a group of Living Well participants who meet regularly to provide direct feedback on services, raise issues that matter to older adults, and help shape how we deliver care. Together with surveys and feedback channels, ACPAG ensures older people are actively involved in guiding CRCS services and influencing decisions that affect their lives.
As one son shared:
“I work overseas so it is difficult for me to support my parents with their support needs. I’m grateful to the team for their exceptional support of my Mum and Dad.”
Choice and control also extend beyond the home. Living Well Transport gives people the freedom to decide where and when they want to go — whether through regular bookings or one-off trips — maintaining independence and dignity at every stage of life.
Read more about the Aged Care Participant Advisory Group (ACPAG)
Purpose and Wellbeing
Wellbeing is about more than meeting daily needs — it’s about living with purpose. For some, that’s a walk through the neighbourhood or a freshly tended garden; for others, it’s getting to an appointment without worry.
Our Aged Care participants told us that CRCS “meets or exceeds expectations every time”, and 100% said they are treated with respect — reflecting a culture of care built on trust and dignity. One family shared how this approach made all the difference when supporting their mother after a stroke. By meeting online to understand what mattered most to her, our care coordinator helped design a plan that combined domestic support, speech practice, and walks in her neighbourhood. By listening to her wishes, she remained at the centre of her care — regaining confidence, communication and independence.
The Transport service also enhances wellbeing by supporting health, confidence and connection. Attending medical appointments promotes physical wellbeing, while joining social activities builds joy and purpose. For some, a friendly conversation with a driver is just as important as the destination. This year, 80% of participants said they consistently receive the service they need, and nearly nine in ten said we follow up when they raise questions or concerns, ensuring people feel supported and heard every step of the way.
As one participant shared:
“The drivers are always kind and make me feel comfortable. I never feel like a burden.”
Connection and Belonging
Belonging grows through the relationships built every day — between participants, families, drivers and care workers.
Through Aged Care, 83% of participants said CRCS helps them connect with their community, and families consistently praised our compassionate approach:
“She was caring for her client in the most engaging and beautiful way… in short, she was a treasure.”
Many Aged Care and Transport participants also take part in our Involve social groups or receive one-on-one social support. These activities strengthen friendships, reduce isolation, and help people stay engaged with the wider community. Whether it’s joining a lunch outing, attending a creative group, or being supported to reconnect with a hobby, these experiences nurture confidence, purpose and belonging.
In Transport, connection happens on every trip — a familiar face behind the wheel, a shared story on the way to an appointment, or a kind word at the door. For many, transport is about more than getting from A to B — it’s about feeling safe, respected and part of a community. Nearly 1,000 people used CRCS Transport this year, travelling over 500,000 kilometres across the region. Alongside our professional team, nine volunteer drivers contributed 87 years of combined service, keeping community connection moving.
Together, our Aged Care, Transport and Involve supports ensure older people and people with disability feel connected, valued and included — with services that empower choice, strengthen wellbeing, and create lasting belonging.
Transport Volunteers 2024–25
9
volunteer driver
50–60 hours/week
on average
3
drivers with 15+ years each
87 years
of service combined
Alongside our professional drivers, volunteers play an essential role in keeping our community moving.
Aged Care at a Glance 2024–25
5,432 hours of house cleaning
giving older adults more time and energy for family, friends, and the things they enjoy
2,870 hours of gardening
ensuring people can take pride in their homes and outdoor spaces without the physical strain.
3,152 hours of individual social support
keeping older adults active, engaged, and connected to community life.
1,566 hours of personal care
delivered with dignity, helping people feel comfortable and confident each day.
449 hours
of flexible respite
giving families and carers essential time to rest, recharge, and continue their vital role.
412 people supported by 45 dedicated employees
a testament to personalised care and strong relationships that put choice and control first.
Transport at a Glance 2024–25
986 participants
supported to stay active in their community
503,721 kilometres driven
for essential health, social and community activities
835 referrals
provided to help people access the right supports
Transport delivered through CHSP, HCP and NDIS programs, reaching residents from Bonner to Banks and everywhere in between.
Case Studies
Peggy’s Story: Living Well on Her Own Terms
When Peggy, a participant with complex medical needs, transitioned from CHSP to HSP, CRCS worked with her to balance her budget, strengthen independence, and ensure she could access essential supports.
Christine’s Story
Christine, 77, lives with several health conditions but refuses to let them slow her down. Through Involve, she’s found independence, strength, and friendship in fitness and woodwork.
Additional Case Studies
When the Communities at Work Transport program closed in December 2024, Vivianne worried about how she would manage. Transport is vital for her independence and connection to the community. From her very first call with CRCS, she felt reassured. The Customer Service team answered all her questions and quickly set up her regular bookings, which she described as “streamlined and hassle-free.”
What stood out most was how welcomed she felt. CRCS drivers are caring, easy to talk to, and help her feel safe and comfortable on every trip. For Vivianne, transport services is about being listened to, respected and valued. CRCS Transport has given her peace of mind and a sense of belonging while helping her stay active, connected, and in control of her daily life.
George had been using CRCS’s Community Assistance Temporary Support (CATS) program for transport, but with funding set to end, he worried about how he would keep attending medical appointments. CRCS stepped in to help. Working closely with his Occupational Therapist, the Living Well Program Manager prepared the documents needed to support a review with the NDIS.
The outcome was life-changing: George was approved for ongoing transport funding. This gave him peace of mind and the ability to plan ahead with confidence. Reliable transport now means he can continue accessing essential health care and stay connected to his community. What could have been a stressful and uncertain time has instead become a story of wellbeing, belonging, and choice. For George, securing transport funding has meant more than practical support, giving him stability and control over his future.
When Mary first contacted CRCS in 2022, she was 49, living alone and unable to drive. She had just recovered from a golden staph infection that left her with long-term health challenges. Ongoing issues with low blood pressure, dizziness and fainting, along with depression and social anxiety, meant daily life was a struggle. For stability, her 13-year-old child went to live with extended family.
Getting to essential medical appointments was critical, but public transport was unreliable and unsafe. Through CRCS’s Community Assistance Temporary Support (CATS) program, Mary found a safer and more reliable option. She told us that transport has made her day-to-day life easier and significantly improved her ability to keep appointments. For Mary, CRCS Transport services provides connection, wellbeing and a greater sense of stability for her and her child.
Explore More of Our Impact
Each part of our work is connected. Explore more stories, programs and results from across the Annual Report.