"Call-it-in": addressing older informal caregivers' support needs during the COVID-19 pandemic in Aotearoa New Zealand.

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This study aims to address the knowledge gap in older informal caregivers' support needs by exploring their caregiving experiences during the COVID-19 pandemic in Aotearoa New Zealand. It proposes a conceptual solution termed "call-it-in". An interpretative qualitative approach was employed, and we conducted in-depth interviews with 81 informal caregivers. Data were analysed using thematic analysis to identify key themes related to participants' support needs. The study found that many participants were disconnected from formal health systems, peer support groups and community organisations, leading to uncertainty about available support systems. Despite the availability of resources and information online, many participants preferred more traditional forms of communication such as phone helplines due to greater familiarity and the emotional support provided by speaking with someone directly. The findings highlight the critical need for a centralised support system, which we term "call-it-in", to provide a single point of contact for accessing information and connecting users to various forms of existing/emergent support. This system aims to enhance informal caregivers' social capital during crises like the pandemic. Implementing "call-it-in" could improve the accessibility and visibility of support services, meeting the actual needs of older informal caregivers and reducing their reliance on personal networks and resources.