The ACVVS is a federally funded program that connects volunteers with socially isolated older Australians receiving aged care. The goal is to provide regular companionship and reduce feelings of loneliness.
Any person living in a government-subsidised Residential Aged Care Home or on a Home Care Package (HCP) or HCP waitlist is eligible. Referrals can be made by aged care staff, family members, or the individual themselves.
Most visits occur fortnightly, though frequency can vary depending on the preferences of the recipient and volunteer.
The program costs the Aged Care Home and the recipient absolutely nothing! The Department of Health directly funds ACVVS organisations such as Queensland Community Care Network to provide the service.
No. ACVVS volunteers are not facility volunteers and should not be required to complete your internal volunteer application process. They are screened and supported externally through the ACVVS provider (e.g. QCCN) and these forms will be provided to the Aged Care Home staff.
No. ACVVS volunteers are not facility volunteers and should not be required to complete your internal volunteer application process. They are screened and supported externally through the ACVVS provider (e.g. QCCN). However, if your site has basic orientation requirements or a visitor sign-in process, we’re happy to help ensure these are followed.
The Department of Health is very clear on this requirement. Section 3.3 of the ACVVS Guidelines – Roles and Responsibilities of Aged Care Providers explicitly states that “ACVVS volunteer visitors should not be considered as part of the aged care provider volunteer workforce and should not be requested to undertake training or enter their personal details into a database.”
However, if your site has basic orientation requirements or a visitor sign-in process, we’re happy to help ensure these are followed.
The Aged Care Volunteer Visitors Scheme (ACVVS) helps meet key Aged Care Standards by promoting person-centred care, emotional wellbeing, and community connection. Regular one-on-one visits support residents’ dignity, reduce loneliness, and enhance their overall quality of life. The program also contributes to Continuous Quality Improvement and improved Star Ratings. Learn more here: Aged Care Quality Standards & ACVVS
You can complete a referral form on our website or contact us directly. We’ll follow up to gather any further details and begin the matching process.
There is no formal limit on the number of recipients you can refer, and we welcome referrals for anyone experiencing social isolation. However, due to limited funding and volunteer availability, we may not be able to match every referral immediately. In some cases, priority may be given to recipients who appear to have a higher level of need. We will always work with you to assess each referral and do our best to support as many residents as possible.
At a minimum, we require the recipient’s name, identified gender, date of birth (or age), and location to begin the matching process. However, providing additional details — such as hobbies, life experiences, cultural or language preferences — greatly improves our ability to make a meaningful match. Relevant medical information that may impact visits (e.g. hearing, speech, cognitive or mobility difficulties) is also helpful. We take privacy very seriously. For more on how recipient details are handled, please refer to our Privacy Policy.
Absolutely! The Aged Care Volunteer Visitors Scheme is available to any socially isolated person living in Government subsidised residential care, on a Home Care Package or on a Home Care Package Waitlist. Contact the QLD ACVVS Network Member, Kieran, to be put in touch with an applicable ACVVS auspice. Email Kieran by clicking here.
Of course! QCCN services the Brisbane North, Brisbane South, West Moreton, Logan River Valley, Sunshine Coast, Gold Coast, Dalby, and as far west as Roma and St George. However, the ACVVS program is available Nationwide!
Contact the QLD ACVVS Network Member, Kieran, who can put you in touch with your closest ACVVS Network Member or Organisation. Email Kieran by clicking here.
We aim to create the best match possible, and often recruit volunteers based on the specific needs and preferences of each recipient. As a result, the process can take between 3–6 weeks. Several factors influence timing — for example, if a recipient has significant cognitive impairment, we must ensure the volunteer is well-equipped to provide appropriate support.
While we understand that those with advanced cognitive impairment are often the most socially isolated, our experience shows it’s often more effective for lifestyle staff to request volunteer visitors for residents without major impairments. This allows lifestyle teams — who are typically more qualified — to dedicate their time to those with higher care needs.
Cultural or language preferences can also impact matching time, as we are limited by the availability of suitable volunteers in each local area.
If a match is taking longer than expected, we may also reach out to other ACVVS organisations in the area to explore additional options, if available.
The ACVVS encourages volunteer visitors to form genuine friendships with their matched recipients. Like any friendship, visit times are arranged between the volunteer and the recipient, based on what suits them both. Some volunteers work full-time and may only be available after hours or on weekends. Most aged care homes support this flexibility, recognising the value of treating visits as true social connections. However, if your facility has restrictions on weekend visits, please let us know. Please note: limiting visit times (e.g. no weekends) may impact how quickly we can successfully make a match.
Volunteer visitors typically spend time chatting, reminiscing, reading together, playing board games, walking, or simply keeping someone company. The focus is on companionship and meaningful connection, not structured programming or care duties. Volunteer visitors and recipients generally engage in social activities they both enjoy. Activities are guided by the interests and preferences of the recipient.
No — volunteer visitors are not staff or activity assistants. Their role is strictly social and non-clinical. They are not permitted to assist with personal care, mobility, feeding, medication, or administrative tasks. Encouraging volunteers to take on duties outside their scope can put both the resident and volunteer at risk and compromise the integrity of the program.
In most cases, visits take place within the aged care home. If a volunteer and recipient wish to leave the facility (e.g. to meet at a local cafe or the shops), we generally advise volunteer visitors to meet the recipient at the venue to minimise risk.
Yes. The Department of Health considers ACVVS relationships as a relationship of choice and, much like a friend or family member, it is vital that volunteer visitors are informed if their matched recipient is very ill or has passed away. Many aged care home staff prefer to inform a QCCN staff member, who can then sensitively notify the volunteer visitor.
Unfortunately, no. Due to Department of Health guidelines, the maximum number of volunteer visitors that a recipient is eligible for is one. This ensures that the one match is prioritised and allows more recipients to be matched with a volunteer visitor.
All volunteers must complete a National Police Check and are provided with basic training before being matched with a recipient. This training covers aged care communication, maintaining appropriate boundaries, privacy, and safe visiting practices among other subjects.
The NDIS Worker Screening Check is not mandatory for ACVVS volunteers. After consultation with both the NDIS Commission and the Department of Health, it has been clarified that most ACVVS visitors are not eligible for this check. The NDIS Worker Screening Check is only required for people who have direct contact with an NDIS participant. This does not include incidental contact — for example, visiting someone in the same aged care facility as an NDIS recipient.
If an ACVVS recipient is an NDIS participant, the volunteer visitor would require an NDIS Worker Screening Check. In these cases, the aged care home must facilitate the check, as QCCN is not authorised to conduct it.
For more detailed guidance, refer to this Department of Health’s document, or contact Kieran Mawdsley, Queensland State Network Member, for advice on individual cases.
We encourage all volunteers to be vaccinated against the flu. However, as there is currently no State or Federal Government mandate requiring this, it remains a personal choice for volunteer visitors. If your facility has specific vaccination requirements, please let us know so we can ensure volunteers comply before visits begin.
We also encourage COVID-19 vaccination for all volunteers, but as with influenza, there is no current government mandate in place. Vaccination is ultimately a personal choice. If your aged care home has a COVID-19 vaccination policy, please let us know and we will ensure volunteers meet those requirements before visiting.
Yes, though care is taken to ensure volunteers are capable and confident in these situations. We also provide additional guidance where needed. However, for residents with advanced impairment, lifestyle staff may be better placed to offer consistent support.
The program is primarily focused on one-on-one visits. In some cases, group activities may be coordinated where appropriate with a limit of 3 recipients to 1 volunteer. It is important to note that Group Visits should not replace lifestyle activities. Please contact QCCN staff to discuss this further.
Visits can end at any time. We’ll support a smooth transition, and if appropriate, arrange a new match.
Volunteer Visitors are required to report on the number of visits they undertake each month along with any issues they may encounter. This allows us to complete our mandatory reporting to the Department of Health.
If you have any concerns about a volunteer’s behaviour, a visit that has taken place, or anything that doesn’t feel right, please notify the QCCN team immediately. We take all reports seriously and will follow up promptly and discreetly.
Our team follows a clear incident response process. Depending on the nature of the concern, we may pause visits, conduct a review, and communicate with all relevant parties. Our goal is to ensure the safety and wellbeing of recipients, staff, and volunteers at all times.
Volunteers are trained to report any disclosures or concerns about the wellbeing of a recipient. They are also trained in privacy and confidentiality, and understand that personal information shared by a recipient should be handled sensitively. However, they are trained to identify and escalate relevant concerns — including potential medical issues — to aged care home staff when appropriate.
Our team is here to help with referrals, concerns, or program information. Reach out via email at acvvs@qccn.org.au
QCCN (Queensland Community Care Network) is a not-for-profit organisation that delivers the Aged Care Volunteer Visitors Scheme (ACVVS) across South East and South West Queensland, including the Sunshine Coast, Brisbane, Logan, Ipswich, Gold Coast, Dalby, Roma, St George, and Charleville. We are dedicated to improving the lives of older Australians through meaningful social connections and community engagement.