Consumer engagement is an active process of participation that improves decision making, increases satisfaction and awareness of our services and brings into focus voices that might otherwise go unheard.

Helping Hand is highly regarded for our genuine, inclusive and innovative approach to consumer engagement. We never assume we know what someone needs or wants. We ask, we listen, and we respond. And then we repeat, as needs and wants constantly change and it’s important that we continue to connect and listen to our community.

In 2024, Helping Hand launched a new Consumer Advisory Body (CAB) made up of individuals and family members who have direct experience with our home care and residential services across metropolitan Adelaide and regional communities. This group provides valuable feedback and insights to the Helping Hand Board, helping shape our decisions and future strategy.

Each year people can nominate themselves to be a member of the Consumer Advisory Body with CAB members committing to serving for a 12-month period. Expressions of Interest open at the end of every year.

The group meets quarterly. During these sessions, a specific topic is discussed, and members also facilitate focus groups with their peers to gather deeper insights on the issue at hand. This information is then shared with the Helping Hand team to guide our work.

Since its formation in 2024, the engagement contribution of the Helping Hand Consumer Advisory Body has influenced: our palliative care framework, the 2025-2030 Strategic Plan, new Principles of Care, environmental design outcomes, our fundraising strategy, customer service features, and communications approaches.

Consumer Advisory Body members continue to report high levels of satisfaction with their involvement. You can learn more about the role of the Advisory Body and hear from past members about their experiences by watching this short video, which reflects on the 2024 experience.