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story-of-cs

Story of CS

By Jane Morrell, Founder of Carer Solutions
As we celebrate Carers Week, I find myself reflecting on the journey that led me to create Carer Solutions. While some may be familiar with our story, I want to take this opportunity to delve deeper into the experiences and that have shaped who we are today.
Fifteen years ago, I was working for a disability provider, tasked with setting up information initiatives and community days for individuals living with disabilities and their families. During these events, I often engaged in informal conversations with Carers (primarily single parents and grandparents) who were often overwhelmed and burnt out.
Their stories revealed a distressing reality regarding Providers at the time. There was no choice, and many received Support Workers who didn’t meet their specific needs, who struggled to complete essential tasks, or who simply didn’t show up at all. Others, due to their geographic location, lacked access to the support they desperately required.
What struck me most was the profound sense of frustration and exhaustion these Carers expressed. They felt unheard, and some had lost trust in the disability system, choosing to forgo support entirely. I remember thinking, “How can we live in such a progressive country and allow this to happen?”. It ignited within me a strong sense of responsibility to respond.
I spent my evenings and weekends researching and developing a business plan with the objective of supporting these Carers. This initial concept, rooted in a simple payroll idea, aimed to give them the option to employ their own chosen workers.
However, when I presented my ideas to the board of my organisation, I was met with resistance and a flat “no”. I was told to “stay in my lane” and reminded of the stark reality that they were funded to “provide support and information” and had no appetite for expanding beyond that. What about really helping people that needed it though?  What about providing people with precisely what they needed? Surely, we cared that much?!
<figure id="attachment_449" aria-describedby="caption-attachment-449" style="width: 284px" class="wp-caption alignright"><img loading="lazy" decoding="async" class=" wp-image-449" src="https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-Jenna.jpeg" alt="Jan" width="284" height="340" srcset="https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-Jenna.jpeg 857w, https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-Jenna-501x600.jpeg 501w" sizes="auto, (max-width: 284px) 100vw, 284px" /><figcaption id="caption-attachment-449" class="wp-caption-text">On the road in my beloved Kia Rio</figcaption></figure>
The journey home that night was an emotional rollercoaster; I felt angry, disheartened, and utterly compelled by the voices of the Carers I had met. I knew I couldn’t ignore this, so the following week, I resigned.
To truly understand the challenges families faced, I spent the following two years meeting as many Carers as possible. Each conversation shaped my ideas, ensuring that the solution I aimed to create, aligned with their needs. I drove thousands of kilometres across Australia to listen, learn, and refine my approach.
The early years of building Carer Solutions were challenging. Every time I met with peers or stakeholders in the disability sector, I felt the weight of their scrutiny. Change is not always welcomed in our sector, and I often faced comments like, &#8216;You’re dreaming—this is too hard.&#8217; Perhaps I had youth on my side, as 31-year-old me remained undeterred, confident that I was on the right path.
<figure id="attachment_447" aria-describedby="caption-attachment-447" style="width: 270px" class="wp-caption alignleft"><img loading="lazy" decoding="async" class="wp-image-447" src="https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-2012-April-CAREX-Expo-2.jpeg" alt="Jane at CAREX Expo 2012" width="270" height="360" srcset="https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-2012-April-CAREX-Expo-2.jpeg 1224w, https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-2012-April-CAREX-Expo-2-450x600.jpeg 450w, https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-2012-April-CAREX-Expo-2-1152x1536.jpeg 1152w, https://wp.carersolutions.com.au/app/uploads/2022/01/Jane-2012-April-CAREX-Expo-2-900x1200.jpeg 900w" sizes="auto, (max-width: 270px) 100vw, 270px" /><figcaption id="caption-attachment-447" class="wp-caption-text">At my first expo in 2012</figcaption></figure>
Through countless reviews of ever-changing legislation and thousands of hours spent working with legal experts, we pioneered a solution that redefined compliance in the sector. By collaborating with regulatory bodies, including the ATO, WorkSafe, insurance brokers, and the NDIA, we were finally able to create a framework that truly supported Carers and their families.
Fast forward 13 years, and our Direct Employ Service has evolved into a solution for thousands of Australians. The success stories we hear daily validate the blood, sweat, and tears invested in this journey.
<figure id="attachment_1305" aria-describedby="caption-attachment-1305" style="width: 282px" class="wp-caption alignright"><img loading="lazy" decoding="async" class="wp-image-1305 " src="https://wp.carersolutions.com.au/app/uploads/2023/03/IMG_7261.jpg" alt="The Page Family" width="282" height="188" srcset="https://wp.carersolutions.com.au/app/uploads/2023/03/IMG_7261.jpg 862w, https://wp.carersolutions.com.au/app/uploads/2023/03/IMG_7261-600x400.jpg 600w" sizes="auto, (max-width: 282px) 100vw, 282px" /><figcaption id="caption-attachment-1305" class="wp-caption-text">John, Anne, Jo and Wendy</figcaption></figure>
Take, for example, the beautiful Page family from Birchip &#8211; a small, remote community with a population of just 800. As a couple in their 70s, Anne and John became concerned about how their daughter would be supported. After noticing Jo’s strong connection with Wendy from the post office, they were able to ask the simple question: ‘Would you consider being Jo’s Support Worker?’
<figure id="attachment_2320" aria-describedby="caption-attachment-2320" style="width: 272px" class="wp-caption alignleft"><img loading="lazy" decoding="async" class="wp-image-2320 " src="https://wp.carersolutions.com.au/app/uploads/2024/07/Jane-Veronica-and-Janita.png" alt="Veronica is wearing a pink top and is seated on the right in a wheelchair. Janita is seated to her left and is wearing a blue tshirt. Jane is standing up between them both." width="272" height="181" srcset="https://wp.carersolutions.com.au/app/uploads/2024/07/Jane-Veronica-and-Janita.png 1080w, https://wp.carersolutions.com.au/app/uploads/2024/07/Jane-Veronica-and-Janita-600x400.png 600w" sizes="auto, (max-width: 272px) 100vw, 272px" /><figcaption id="caption-attachment-2320" class="wp-caption-text">My trip to Millingimbi to meet Janita and Veronica</figcaption></figure>
Then there’s Veronica from Millingimbi, a remote island community of around 1,400 people, where English isn’t even a second language. Veronica’s need for culturally appropriate support was critical, but she often received FIFO (Fly in fly out) workers from overseas who didn’t understand her customs or language. This led to burnout for her sister, Janita, who juggled a full-time job while also caring for their elderly mother. Through our Direct Employ model, Veronica has now employed someone local from her clan, allowing her to receive dignified support on her own terms.
As we look to the future, the conversations I had over 15 years ago remain at the core of everything we do. To all the Carers I’ve met over the years, thank you for being part of this incredible journey &#8211; I couldn’t have done it without you, and I salute you for the selfless work you perform, every single day. It’s a privilege to support you in the work you do for others – the most important work of all.

Seven members of the Plan Management team sitting down, smiling for a selfie

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Our personalised Plan Management service is unique for a number of reasons, but our Plan Management team take the time to get to know you, before we ask for your NDIS number.
Meet Becca, Josh, Emily, Bailee, James, Abbie and Naz – our Plan Management team.
We take the time that is needed to develop the relationships with the providers you choose.
Our personalised service means:
<ul>
<li>We pay your invoices in a way that works for you and your providers</li>
<li>You can track your spending with weekly statements of funds and monthly statements of spend</li>
<li>We keep you up-to-date with the NDIS price guide lingo</li>
</ul>
Having this great team of humans means that every time you pick up the phone, or each time you send an email, you’ll be able to connect with the same person, ensuring a highly personalised service and an ever-important continuity of care.
We know that navigating an NDIS Plan can be daunting for anyone, but our awesome Plan Management team have got your back.
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Team of six people all standing in front of a glass window. Everyone is wearing white carer solutions tshirts and are smiling at the camera with their arms around each other.

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Our Direct Employ service is unique for a number of reasons, but did you know that our Partners &#8211; who we refer to as our clients, have a dedicated Partner Experience (PX) Specialist to manage their account?
Meet Elinor, Sam, Steven, Jonathan, Gemma and Jeremy – our awesome Partner Experience team.
Having this great team of humans means that every time you pick up the phone, or each time you send an email, you’ll be able to connect with the same person, ensuring a highly personalised service and an ever-important continuity of care.
They’re a pretty friendly bunch and we&#8217;re pretty sure you&#8217;ll love them just as much as we do.

Our Team

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Meet our Plan Management team

Meet our Partner Experience Team