How respectful communication and person-centred care strengthen community wellbeing

Behind every strong community organisation are individuals who give their time, compassion and commitment to others. At CCCare, our volunteers do more than assist with tasks — they help build trust, dignity and connection for older Australians and people living with disability.

Through everyday conversations, shared moments and culturally responsive engagement, volunteers play a powerful role in delivering person-centred care in Australia.

Because in care, words matter as much as actions.

The Power of Volunteers in Person-Centred Care

Volunteers often provide:

• Social companionship
• Transport support
• Community event assistance
• Cultural engagement activities
• Practical help with daily tasks

Yet their most valuable contribution is relational — the way they communicate.

Under the Aged Care Quality Standards (Standard 1: Consumer Dignity and Choice), all individuals involved in care — including volunteers — must uphold dignity, respect identity and support informed choice.

Similarly, the NDIS Code of Conduct requires respectful engagement that promotes autonomy and safety.

Volunteers are ambassadors of these principles.

Why Language Matters in Volunteer Engagement

Research published in BMC Geriatrics demonstrates that person-centred communication improves satisfaction and wellbeing among older adults (Park et al., 2018). Studies on ageism (Levy, 2009, The Gerontologist) show that negative language can influence older people’s health outcomes and self-perception.

Even informal conversations can shape:

• Confidence
• Participation
• Emotional wellbeing
• Trust in support services

Intentional, respectful language reinforces dignity in care services.

CCCare Voices: Everyday Examples of Impact

Listening First

A volunteer visiting an older community member avoids assumptions:

Instead of:

“You must be bored being home all day.”

They ask:

“What would you enjoy doing together today?”

This shift supports autonomy and shared decision-making.

Cultural Sensitivity

During a community celebration, a volunteer asks:

“Are there traditions that are important to you at this time of year?”

This aligns with culturally responsive practice and supports inclusion, consistent with Australia’s Aged Care Diversity Framework.

Strength-Based Language

Instead of describing someone as:

“frail” or “dependent,”

Volunteers at CCCare focus on strengths:

“She enjoys gardening and storytelling.”

Strength-based communication reinforces identity beyond health conditions.

Risks of Poor Language in Volunteer Settings

Although volunteers are not clinical staff, communication risks still exist.

Dismissive or infantilising language can:

• Undermine independence
• Reduce trust
• Cause emotional distress
• Conflict with organisational standards
• Damage community reputation

Even well-intentioned phrases such as “sweetie” or “poor thing” may unintentionally reduce dignity.

Clear volunteer training helps mitigate these risks.

Organisational Responsibility: Training and Culture

For non-profit community organisations like CCCare, volunteer engagement must align with regulatory expectations.

Best practice includes:

• Orientation on respectful language in aged care
• Education on disability inclusion principles
• Cultural competency training
• Clear understanding of Aged Care Quality Standards
• Alignment with NDIS Practice Standards where relevant

Embedding communication excellence ensures consistency between staff and volunteers.

Volunteers Strengthen Community Wellbeing

When volunteers use person-centred communication, they help:

• Reduce loneliness
• Encourage participation
• Reinforce cultural identity
• Strengthen intergenerational connection
• Build community trust

Social connection is linked to improved mental and physical health outcomes (Australian Institute of Health and Welfare).

Volunteers are often the bridge between formal services and genuine community belonging.

Supporting Volunteers to Succeed

At CCCare, we support volunteers by providing:

• Structured onboarding
• Ongoing communication training
• Cultural awareness education
• Clear role boundaries
• Supportive supervision

By equipping volunteers with knowledge and guidance, we uphold dignity in care services and maintain high standards across our programs.

A Shared Commitment

Person-centred care in Australia is not delivered by policy alone. It is delivered through everyday conversations, respectful listening and intentional inclusion.

Volunteers who inspire do so not only through service — but through how they speak, listen and engage.

At CCCare, our guiding principle remains:

Culturally Competent Care for Every Community.

Because when volunteers communicate with dignity, care becomes community.

Call to Action

If you are:

• Interested in volunteering
• A family member seeking community engagement opportunities
• A professional looking to collaborate
• A senior wanting to stay connected

Contact CCCare to learn more about:

• Volunteer opportunities
• Community programs
• Cultural engagement initiatives
• Person-centred support services

Together, we can strengthen compassionate care across every community.

FAQ – Frequently Asked Questions

Why are volunteers important in aged care?

Volunteers provide social connection, companionship and community support. Their communication style significantly influences dignity, trust and wellbeing.

What is person-centered care in Australia?

Person-centered care prioritises individual choice, cultural identity and dignity. It is embedded in the Aged Care Quality Standards and NDIS Practice Standards.

How does respectful language improve elderly care?

Respectful communication strengthens trust, supports autonomy and improves engagement. Research shows language influences emotional and physical wellbeing.

Do volunteers need training in aged care standards?

Yes. Volunteers should understand dignity principles, cultural sensitivity and organisational policies aligned with Australian care standards.