Finding reliable agency staff is one of the biggest operational challenges facing aged care facilities in Australia. Whether you are covering unplanned sick leave, filling gaps during a staffing shortage, or looking for permanent recruitment support, the agency you choose has a direct impact on the quality of care your residents receive.
Not all nursing agencies operate the same way, and the cheapest option is rarely the best one. Here is what to consider when choosing an agency partner for your facility.
Look for a Facility-Focused Model
Most nursing agencies operate on a transactional basis — you request staff, they send whoever is available. The problem with this approach is that your facility receives different workers every shift. Each new person needs orientation, doesn't know the residents, and takes time to get up to speed.
A facility-focused agency takes a different approach. Instead of sending random available staff, they build a dedicated team for your facility. The same nurses and carers return regularly, get to know your residents and routines, and become an extension of your permanent team. This model reduces orientation time, improves continuity of care, and leads to better outcomes for residents.
When evaluating agencies, ask: do you assign consistent staff to our facility, or do you send whoever is available?
Verify Their Compliance and Screening Processes
The aged care sector is heavily regulated, and for good reason. Every agency worker entering your facility should have been thoroughly screened before their first shift. At a minimum, this means:
- Current AHPRA registration for nurses
- A national police check
- Working with children checks where required
- NDIS worker screening for disability-related roles
- Verified Australian working rights
- Checked references
Ask the agency to walk you through their compliance process. A reputable agency will be transparent about their screening steps and happy to provide evidence of compliance. Be wary of agencies that cannot clearly articulate how they verify their staff.
Ask About Training
Screening confirms that a worker meets minimum requirements. Training is what elevates them. Does the agency provide in-house training before placing staff at your facility? What topics does it cover?
At Barton Care, every team member completes our Learn2Care training program before their first shift. This covers core modules including:
- Infection prevention and control
- Fire safety
- Food safety
- SIRS (Serious Incident Response Scheme)
- Elder abuse awareness
- Code of conduct
Role-specific training is provided on top of this. Agencies that invest in training deliver better-prepared staff. Agencies that don't are shifting the training burden onto your permanent team.
Consider Their Responsiveness
Staffing emergencies don't follow business hours. When a nurse calls in sick at 5am, you need an agency that can respond quickly with a qualified, familiar replacement. Ask about response times, after-hours availability, and how they handle urgent requests.
Check Their Reputation
Google reviews, industry references, and word of mouth from other facility managers are valuable indicators. Look for consistent themes in reviews — do staff feel supported? Do facilities report reliable service? A strong reputation is built over time and difficult to fake.
Understand Their Coverage
If your facility is in regional Victoria, not every Melbourne-based agency will be able to service you reliably. Ask about their geographic coverage and whether they have staff based near your location. An agency that covers metropolitan Melbourne, regional Victoria, and interstate offers more flexibility as your needs change.
Think Long-Term
The best agency relationships are partnerships, not transactions. Look for an agency that takes the time to understand your facility, your culture, and your specific needs — and that assigns staff accordingly.
Choosing the right nursing agency is not just an operational decision. It directly affects the quality of life of your residents and the workload of your permanent staff. Take the time to choose well.
Barton Care is a facility-focused nursing agency serving aged care facilities and hospitals across Victoria, NSW, Tasmania, and the ACT. Contact us to discuss your staffing needs, or learn more about our approach.
