Australia’s human services systems are overly complex and difficult for people to navigate. In response, many systems across Australia and internationally have introduced navigation roles to support people to navigate to and access services. Currently in Australia there is no agreed definition of a system navigator and no clarity of the boundaries with other types of support such as case management or care coordination. 

As part of service-system reforms, navigator roles have been proposed or created in a range of systems including aged care, disability, early childhood education and care, employment services and health, with varying levels of information available on these roles. 

This paper outlines the role of a navigator and provides short, medium and long-term recommendations for improving system navigation. It finds there is scope to support and strengthen navigation for participants within and across complex systems.

Key functions of existing navigator roles across Australia include: 

• identification of goals and needs of the person being supported
• support for meeting access or eligibility requirements for relevant service systems
• referrals to other relevant services
• support to increase informal supports
• collecting and sharing local knowledge about services, service gaps and availability
• care coordination or support coordination
• education about the relevant condition, disability, developmental milestones or relevant circumstances.

Recommendations

• Short-term: invest in supporting professional coordination across system-specific navigators through communities of practice or other similar information sharing and learning mechanisms.
• Medium-term: pilot new navigation roles and models such as the life-stage navigator and develop competency frameworks and practice guidance based on insights.
• Long-term: invest in reducing system complexity and improving service availability to minimise the need for navigation support.