Foster and kinship carers know that caring doesn't stop at 5pm.
Questions, concerns and unexpected situations can arise at any time, often outside of regular business hours. That's where the After-Hours Support Service steps in.
Designed to provide guidance and reassurance when carers need it most, the service offers professional support during evenings, weekends and public holidays. While carers are encouraged to contact their case manager during business hours, the After-Hours Support team is there when immediate advice or assistance is needed outside those times.
The service operates from 5pm to 9am on weekdays, with 24-hour support available on weekends and public holidays. Whether it's a significant incident, a challenging behaviour, or simply a situation a carer is unsure how to manage, the team is only a phone call away.
Importantly, carers don't need to wait until a situation becomes a crisis before reaching out.
"Always feel free to contact us, regardless of how minor or major the incident is," says Darren Rose from the After-Hours Support team.
That message is particularly important for new carers, who may be navigating unfamiliar situations for the first time. Knowing there is someone available to listen, provide advice and help work through a problem can make a significant difference to a carer's confidence and wellbeing.
Darren also wants carers to know that if there is any risk of injury to themselves, their family members or a young person in their care, they should first call emergency services, “personal safety is paramount, so if carers feel in any danger or they are worried about the safety of someone they are looking after, they should call the appropriate emergency service and then contact us, so that we can support, either by attending or giving advice.”
The service is also committed to ensuring carers feel heard and supported. If a carer feels their concern hasn't been adequately addressed, they can request that the matter be escalated to a Team Leader or Coordinator. If further support is required, it can be reviewed by senior leadership to determine the best response.
At its heart, the After-Hours Support Service exists to ensure carers never feel alone when challenges arise.
Every call is treated with respect, understanding and a focus on finding practical solutions. Whether it's a quick question, a request for guidance, or support through a difficult situation, carers can be confident that help is available.
Because caring for children and young people is a 24-hour commitment, and sometimes the most important support comes after hours.
MacKillop Family Services After-Hours service can be contacted at 1300 650 076.