COVID-19 Information

August 2020 Update

In addition to protocols already in place, it is mandatory for all KinCare staff in NSW and ACT to wear a surgical face mask for every service. It is also mandatory for all staff in Victoria to wear a surgical face mask and goggles for every service with Customers. We also encourage our customers to stay home where possible and wear a mask when out in the community.

July 2020 Update

During this unprecedented pandemic, the safety and wellbeing of our customers and staff is our highest priority. We ask all our workers everyday to confirm that they are well – we do this to ensure that we are looking after their health and wellbeing and that of our customers.

Any staff member that is feeling unwell is advised to get tested and to self-isolate until they receive a negative result. Similarly, if they have visited a hotspot, as per government guidelines, they must self-isolate for 14 days.

We are advising all home care workers to wear masks in Victoria and current NSW hotspots and we continue to follow all advice from the Department of Health and Government guidelines.

For our workers who are unwell and need to self-isolate, we are here to support them. We work on a case by case basis to ensure they are supported during any time they may potentially have off. Our staff are the heart of our business.

Community transmission has been recorded in a number of new locations in NSW. If you have visited one of these locations in the past 14 days, you may be required to self-isolate and get tested.

What is KinCare doing to protect our staff and Customers?

KinCare is keeping up to date with any information about the virus from the Australian Government Department of Health.

The safety of our customers and staff during this time is our top priority and our specialist team is available to discuss any queries or questions our customers may have.

Protocols in place

  • KinCare senior leaders meet daily to discuss current and emerging issues, government advice and any updates to requirements.
  • Staff and customers will need to self-isolate if they have COVID-19, or if health authorities suspect they have COVID-19.
  • Staff and customers will need to go into quarantine if: They have returned home from overseas; have been in contact with someone who has confirmed or is likely to have COVID-19; are entering certain remote areas in Queensland, South Australia, Western Australia and Northern Territory (unless exempt); are entering a state that has a required quarantine period.
  • Screening all staff. Staff are required to answer a series of questions, advise of symptoms, no matter how minor, and to self-isolate if symptomatic as per government guidelines.
  • Screening of all customers. All customers are asked a series of questions over the phone or prior to Home Care Workers entering their home, to ensure the health and safety of both the customer and our staff members.
  • Our staff have access to Personal Protective Equipment (PPE) such as gloves, disinfectant, wipes and other items.
  • Staff completing the online Department of Health have Infection Control Training Module.
  • Non-essential customer interactions will be by phone and we will transition to this over the coming days. This will include Sales appointments, Customer Care Manager visits, customer reassessments and assessments.
  • Cancellation of all customer social group activities.
  • Contractor management to ensure their practices are aligned to the above.
  • Ongoing communication with staff on any updates to requirements, the importance of standard precautions including proper hand hygiene, screening customers, cough etiquette and social distancing.

Whilst we will be making every possible attempt to minimise disruption to your services, we are mindful that our staff availability may decrease as a result of school lockdowns or other such measures.

We may also see an increase in demand for critical services. In these circumstances we may have to prioritise certain services – we will seek to provide you with as much notice as possible and ask for your understanding as we all work together during these challenging times.

What do we need our Customers to do?

Let us know if you might be unwell and we can reschedule your services

Please practice good hand washing and personal hygiene

Advise us as soon as possible of any changes to regular Services

Contact our specialist team if you have been overseas in the past four weeks or in contact with someone with Coronavirus or suspected Coronavirus

Observe all the rules and notifications shared by the Australian Government

Older Person’s COVID-19 Support Line

The Department of Health have introduced an Older Person’s COVID-19 Support Line, which has been set up to provide information, support and to check on senior Australians.

Senior Australians, their families and carers can free-call 1800 171 866 if they:

  • Would like to talk with someone about what COVID-19 means for them or a loved ones
  • Are feeling lonely or distressed
  • Are caring for a someone and need some information or a listening ear about what COVID-19 means for your circumstances
  • Are worried about a friend or family member living with dementia
  • Are unable to access information on the internet and would like up-to-date advice.

The service will include outbound and inbound calls to provide contact, reassurance and practical advice on connecting to services to maximise social engagement and wellbeing whilst at home.

Useful Links

State & Territory Government information

New South Wales
South Australia
Western Australia
Northern Territory


Australian Government Coronavirus updates
Corona Virus FAQ

For more information on COVID-19 and older Australians, see this Fact Sheet from the Australian Government Department of Health

Taking care of your mental health

Stay connected — keep in touch by phone, social media, or video calls

Keep moving — exercise to relieve stress

Stick to a routine — keep regular sleeping and eating patterns

Switch off — take a break from the news if it feels overwhelming

Reach out — activate your support network or reach out for professional help

If you start to feel unwell

If you start to feel unwell, phone the National Coronavirus Helpline on 1800 020 080 or your GP who will be able to provide you with further advice.

Older people aged 70+ (or 50+ for Aboriginal and Torres Strait Islander people) or people with chronic conditions are able to seek medical support from their GPs through bulk-billed telehealth (videolink) and telephone services.