Point Heard

At Point Heard, qualitative research is one of our core services. We work across both B2B and B2C environments to uncover rich thematic insights that go beyond surface-level data. By giving participants the opportunity to share their stories, we help businesses discover deeper patterns, motivations, and perceptions that are often hidden within traditional data. These insights are invaluable for shaping strategy, improving customer experience, and driving meaningful business decisions.

Explore how we can support your next move → pointheard.com.au

MODULE 4 (of 4): Selling Goal-Aligned Home Care Services

Selling in aged care isn’t about pressure—it’s about connection, communication, and meeting real needs. This module focuses on aligning services with consumer goals to build trust and value.

Participants will learn to:
- Understand the care coordinator’s role in selling goal-aligned services
- Use effective, ethical sales techniques
- Recognise the power of verbal and non-verbal communication
- Enhance the consumer experience through feedback

MODULE 3 (of 4): Goal Setting in Aged Care

Empowering older people starts with meaningful, person-centred goals. This module provides practical tools and frameworks to guide effective goal setting conversations.

Participants will learn how to:
- Prepare for initial goal-setting discussions
- Understand the difference between wants vs. needs
- Use storyboarding to clarify and shape goals
- Apply the SMAART framework in a way that older people understand

MODULE 2 (of 4): Building Trust-Based Relationships
Trust is at the heart of quality aged care. This module equips participants with practical tools to build stronger, more respectful relationships with older people.

Learn how to:
- Build trust with older people using the ‘trust equation’
- Communicate more effectively and empathetically
- Recognise and navigate power imbalances
- Use storyboarding to build meaningful relationships

At Point Heard, we're proud to be building capability with incredible Home Care teams.

Through targeted training, we're helping Coordinators get closer to clients—fostering deeper understanding, stronger relationships, and better outcomes.

Together, we're Raising the Standard in Home Care.

Training for the Aged Care Sector

MODULE 1 (of 4): Older People & Accessing the Aged Care System

Deepen your understanding of the aged care journey from the consumer’s perspective. This module explores consumer decision-making, support network behaviour, and what older people really think and feel about home care services.

Whether you're new to aged care or looking to enhance your impact, our training covers essential insights drawn from real consumer experiences.

In-person and online training available to suit your schedule and learning style.

Enhancing Home Care Through Collaboration

At Point Heard, we understand that excellence in home care is achieved through collaboration. By working closely with one of Australia’s largest home care providers, we're providing specialised training that empowers care workers, strengthens client support, and elevates the standard of home care. Together, we're fostering a more connected, compassionate, and capable workforce.

From deep-dive research to strategic alignment, Point Heard helps you design and deliver solutions that meet both stakeholder and customer needs seamlessly.

Unlock expert guidance tailored to your business goals.

At Point Heard, we combine deep qualitative insights with strategic consulting to support your customer, stakeholder, and leadership success. From complaint management to customer engagement training, our services are designed to help you lead with clarity and confidence.

Explore how we can support your next move → pointheard.com.au

Aged Care Training
Boost your skills with 4 key modules designed with real consumer feedback:

1. Older People & Accessing Aged Care: Understand the consumer’s perspective on home care.
2. Building Trust-Based Relationships: Learn how to communicate and build trust in care settings.
3. Goal Setting in Aged Care: Set meaningful, achievable goals using S.M.A.R.T. frameworks.
4. Selling Goal-Aligned Services: Align services with consumer goals using ethical sales techniques.

We work with service providers to help them
* identify the needs and expectations of their customers
* understand the customer of the future
* build trust based connections with their customers
* create customer experience programs that give the customer the chance to express their needs, expectations and experiences.

We have extensive experience working with providers delivering services in disability, aged care, social and community housing, education and insurance.

Meet our team:

Point Heard director Darrin, has built his expertise from many senior risk and operational management leadership roles in the manufacturing and mining sector, and has led customer-facing transformation in government social financial schemes. His experience spans local, national, and international business.

Darrin’s career experience includes roles with companies such as General Motors, National Foods (now Lion), and Penrice Soda Holdings in the manufacturing and mining segment. Darrin also led a major customer transformation at ReturntoWorkSA, a government social financial system for people injured in the workplace.

Darrin is a board member for Minda Housing Ltd, a leading provider of sustainable housing for people living with a disability.