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Summary

The Seniors Enquiry Line is a state-wide information and referral service operated by UnitingCare on behalf of the Queensland Government.
The Seniors Enquiry Line gives Queensland older adults, their family, friends, and carers access to information on topics of interest to older adults.
People can call the Seniors Enquiry Line and speak with a real person who can provide information on: concessions, consumer issues, social activities, household assistance and housing options, retirement accommodation, financial service and legal matters, health, education, technology, and transport.
The Seniors Enquiry Line also provides specific responses to older adults requiring support in relation to scams and fraud. This service provides information to older Queenslanders that empowers them to protect themselves and their assets against scammers.
The Seniors Enquiry Line operates between 9.00am and 5.00pm weekdays. Operators will call back if unable to provide immediate answer to a query. Callers outside of normal hours can leave a message for a call back or they can submit their enquiry via email on the Seniors Enquiry Line website.
Callers in emergency situations are directed to 000 or to Lifeline.
Translating and interpreting services are available.
The aim of the Seniors Enquiry Line is to provide older adults with knowledge, as well as support services and available resources, so they can better protect themselves, and can live actively and happily in their later years.
The Seniors Enquiry Line aligns with all of the World Health Organization eight age-friendly domains.

Website: https://seniorsenquiryline.com.au/

Key facts

Main target group: Older people in general

Other target group(s): Vulnerable older people (at risk or victims of abuse, living alone, poor, etc.)

Sector(s): Information and communication

Desired outcome for older people:
Meet their basic needs

Other issues the Age-friendly practice aims to address:
  • Accessibility
  • Healthy behaviours (e.g. physical activity)
  • Intergenerational activities
  • Participation
  • Technologies
  • Other

Other Issues: Financial and legal advice as well as support in relation to scams and fraud.

Contact details

Name: Kerry Stephen

Email address: Kerry.Stephen@dcssds.qld.gov.au

Age-friendly practice in detail (click to expand):

Engaging the wider community

Project lead: Other

Other project lead: Queensland Government

Others involved in the project:
  • Civil Society Organisation

How collaboration worked: The Queensland Government funds UnitingCare to operate the Seniors Enquiry Line on its behalf.

Older people’s involvement: Older people were involved in the age-friendly practice at multiple or all stages

Details on older people’s involvement: The Queensland Government engages with older people through various mechanisms including a direct engagement program and through support for the Council on the Ageing Queensland as a peak representative body. The voice of older people informs the development of seniors related programs, policies and initiatives.

Moving forward

Has the impact of this age-friendly practice been analysed: Yes

Was the impact positive or negative:
Positive

Please share with us what you found in detail:
Between 1 July 2023 to 30 June 2024, the Seniors Enquiry Line assisted 20,222 people with information, advice and referral services, and over 3416 hours and 5,050 people with community support.

Feedback:
Feedback from callers to the Seniors Enquiry Line enable us to identify any emerging issues.

Looking back

Reflections:
n/a

Challenges:
Due to the size of Queensland, supporting people in rural, remote and very remote locations has been a challenge due to a range of factors including: – Limited community education and knowledge of the Seniors Enquiry Line and Elder Abuse Prevention Unit. – Ensuring culturally appropriate advice including being able to speak to a First Nations advisor. – Limited access to technology. – Limited safe space for an older person to speak and seek support. The Queensland Government is exploring options to: – Increase community education and awareness of the services and supports available to seniors. – Establish and maintain community relationships. – Better understand the challenges faced in regional and remote locations.