Seniors Social Isolation Provider Hub

Question: Where can I find step-by-step guidance on how to use P2i for reporting and completing required processes?

Answer: The P2i (Procure to Invest) Help Centre offers self-help and training resources to support funded organisations using the system, including step-by-step guides, a searchable help library, FAQs, videos, and training recordings on key tasks—helping users quickly find guidance and build confidence at their own pace.

Date Added: 2 Feb 2026

Service Type

Service Type refers to your funded service activity. The social isolation program currently has 2 funded service activities:

• T317: Support – Community Support 
• T325: Support - Information, Advice and Referral

T314: Support - Case Management only applies to three (3) grandfathered contracts. 

Service Type is described in more detail in Section 7 of the Older People Investment Specifications and defined in Attachment 1 of your Funding Schedule. The Older People Investment Specifications are currently being updated to make the definitions clearer. 

• T317: generally, refers to social activities.
• T325: refers to a situation where an older person seeks more information about available help, advice, support services, or a referral to the right service. 

Terminology

• Service User: Client/older person receiving service activity. Older people experiencing, or at risk of experiencing, social isolation. 
• Measure category: classification used to group service activity data. There are 5 categories, but not all providers have them listed in their funding schedule.
• Unit of Measure (UoM): hours, service users and reports. 
• Measure code: unique identifier or reference number assigned to a measure. 
   

Date added: 29/4/26 

Question: What activities am I funded to deliver under the Older People Investment Specification?

Answer: Funded organisations deliver locally responsive activities that help older people remain safe, supported, and connected to their communities. Activities focus on:

• Maintaining and strengthening community connections

• Supporting social engagement and participation

• Providing information, advice, and referral to relevant services

• Offering community support to improve overall wellbeing and quality of life

Activities must respond to local needs and priorities.

The overall goal is to reduce social isolation, enhance personal and community connections, and support the wellbeing of older people.

See also FAQ --> Reporting --> Service Type and Terminology 

Date Revised: 29 April 2026

Question: Who is eligible to participate in the Seniors Social Isolation (SSI) Program in Queensland, and which groups should funded organisations prioritise?

Answer: The Seniors Social Isolation Program (the program) supports older people aged 60 and over and First Nations peoples aged 50 and over, who are experiencing or at risk of social isolation. Services are funded to deliver the program on behalf of the Department of Families, Seniors, Disability Services and Child Safety (the department). Funding is provided as a contribution to the delivery of specified services, which include a variety of social, physical, or activity-based activities and may also include information and referral support and volunteering opportunities in the local community. 

In additional to the support of older persons aged 60 years and over, and First Nations people aged 50 years and over who are experiencing or at risk of experiencing social isolation, consideration should also be given to how funded organisations will support service users that may have a higher risk of social isolation and loneliness. This includes:

• Older persons (75 years and over)

• First Nations peoples over 50 years

• Older persons from culturally and linguistically diverse (CALD) backgrounds

• Newly arrived senior migrants and refugees

• Seniors with disability

• Unpaid senior carers

• Older persons who identify as LGBTIQA+

• Older persons experiencing or who have experienced domestic and family violence

• Older persons experiencing financial disadvantage

• Older persons with poorer physical or mental health

• Older persons who have been incarcerated

Organisations offering services funded under the program should advertise to, engage, and provide service to older persons (including those in higher risk categories) listed above. However, if capacity exists, funded organisations can consider whether their service/s could accommodate other persons who are experiencing or at risk of experiencing social isolation, especially those who are in an adjacent age group.

 
Other programs funded under different initiatives such as the Communities Innovation Fund: Responses to social isolation and loneliness and City of Gold Coast Council’s https://www.goldcoast.qld.gov.au/Things-to-do/Active-Healthy-program (for example) are directed at different cohorts of service user and do not directly align with the intent of funding under the Seniors Social Isolation Program. Funded organisations are encouraged to have access to appropriate referrals in their geographic catchment area as a matter of best practice.

 
For service agreement reporting, and in line with the funding intent, funded organisations should only capture service data in relation to older persons aged 60 years and over, and First Nations peoples aged 50 years and over.

 
Funded organisations should consider their capacity to report accurately when considering whether they can accommodate service users outside of the older persons aged 60 years and over, and First Nations peoples aged 50 years and over cohort.
 

Date Added: 2 February 2026 (Response provided by the Department 2/12/24)

Question: What is the difference between a registered charity and Public Benevolent Institution (PBI) and how does an organisation move from being a general charity to PBI status?

Answer:  

• A registered charity is an organisation recognised by the Australian Charities and Not-for-profits Commission (ACNC) as operating for charitable purposes, which may include education, health, relief of poverty, and other public benefits. 
• A Public Benevolent Institution (PBI) is a specific type of charity that provides direct relief to people in need, such as through welfare, health, or community services. PBIs are eligible for certain tax concessions, including Deductible Gift Recipient (DGR) status (if endorsed).

If an organisation wants to move from being a general charity to PBI status, it must apply to the ACNC, demonstrate that its purpose is benevolent and involves direct relief to those in need, and comply with the requirements for PBIs. Approval is not automatic and depends on meeting these criteria.

For guidance and tools visit: ACNC

Date Added: 2 February 2026

Question: Am I funded to deliver Case Management under the Older People Investment Specification, and if so, what activities am I funded to provide if my organisation is funded for this service? 

Answer: The Seniors Social Isolation Program currently has 2 funded service activities:

• T317: Support – Community Support 
• T325: Support - Information, Advice and Referral

T314: Support - Case Management only applies to three (3) grandfathered contracts. 

Under the Older People Investment Specifications, Case Management is a specific funded service type with its own defined requirements. If your organisation is funded to provide Case Management, you must:
 

• Work directly with individual older people to understand their needs and goals, and to empower them to meet those needs. 
• Conduct individual needs assessments and ongoing risk assessments. 
• Develop and implement a coordinated support plan matched to the person’s needs. 
• Provide or link to practical and/or interpersonal assistance. 
• Make assisted or supported referrals to other appropriate services. 
• Support older people to maintain or build social connections and access community activities. 

 
This is different from general community support or group activities, which are also funded under the specification but are not Case Management. Only organisations funded for the Case Management service type should deliver this level of individual, tailored support. If you are unsure about the services you are delivering, please contact your Contract Officer for further advice.
 
Further information is available in the Example Case Management Case Study.

Date Added: 5 March 2026.

Question:  How can we effectively manage volunteer expectations so volunteers feel supported, clear about their role, and more likely to stay engaged?

Answer: A good starting point is clear communication and good role design. Before a volunteer starts, provide a detailed role description that outlines key responsibilities, time commitments, and what support they’ll receive. This helps volunteers know what’s expected and what they can expect from your organisation. During onboarding, take time to walk them through the role, introduce them to team members, and explain how their work fits the mission; this builds confidence and reduces misunderstandings. It’s also important to check in regularly with volunteers. Ask how they’re going, clarify anything that’s unclear, and adjust tasks or support as needed. This ongoing dialogue reinforces that the organisation values their contribution and helps you understand and respond to their expectations.

Date Added: 3 March 2026. 

Question: What standards and resources should we use when involving senior volunteers in our SSI services?

Answer: Providers should ensure volunteer engagement aligns with recognised good practice, including safety, inclusion, and meaningful participation for older volunteers. This includes following established national and state-based guidance when designing and supporting volunteer roles within service delivery.

Further Information

• National Standards for Volunteer Involvement
• Seniors Volunteering | Volunteering Queensland

Need more support?

• Book a Volunteer Involving Organisation (VIO) Consultation Session 
• Access VIO Resources: Engaging Senior Volunteers – Volunteering Queensland

Date Added: 29 April 2026