My Aged Care - Frequently Asked Questions

Page last updated: 27 February 2017

 

About My Aged Care and the changes being introduced in 2015

What is My Aged Care and how will it change in 2015?

My Aged Care was introduced on 1 July 2013 and assists older people, their families and carers to access information about aged care via the My Aged Care website (www.myagedcare.gov.au) and the My Aged Care contact centre (1800 200 422).

From July 2015, My Aged Care will be expanded. The changes to My Aged Care include:

  • a central client record to facilitate the collection and sharing of client information between the client and their representatives, assessors and service providers.
  • the introduction of the My Aged Care Regional Assessment Service (RAS) to conduct face-to-face assessments of people seeking entry-level support at home, provided under the Commonwealth Home Support Programme (CHSP).
  • My Aged Care contact centre staff and assessors using the National Screening and Assessment Form (NSAF) to ensure a nationally consistent and holistic screening and assessment process.
  • web-based My Aged Care portals for clients, assessors and service providers.
    • Clients will use the client portal to view their client record
    • assessors will use the assessor portal to manage referrals, use the NSAF and update the client record with assessment information
    • service providers will use the provider portal to maintain information about the services they deliver, manage referrals and update the client record.
  • service providers will be able to self-manage information about the services they deliver, which will be presented on the service finders on the My Aged Care website. This information will be used by My Aged Care contact centre staff and assessors to send referrals for service(s)
  • the ability for service providers to manage information about the services they deliver. This service information will be displayed through the service finders on the public website and will be used by My Aged Care to make service referrals for clients.
  • the service finders on the My Aged Care website will be enhanced to include information about non-Commonwealth funded services. My Aged Care contact centre staff and assessors will be able to provide information about these services to consumers. Non-Commonwealth funded service providers will not receive referrals for service.

How will the changes to My Aged Care help?

The changes to My Aged Care will result in:

  • a consistent, streamlined and holistic assessment of clients
  • better access to accurate client and service information (for clients, carers and family members, assessors and service providers)
  • appropriate and timely referrals for assessment and services.

When is the My Aged Care contact centre open?

The My Aged Care contact centre is open from 8am - 8pm Monday to Friday and from 10am - 2pm Saturday, local time across Australia.

Where is the My Aged Care contact centre located and how is it staffed?

Healthdirect Australia has been engaged by the Department of Social Services to deliver and manage the:

  • My Aged Care website; and
  • My Aged Care contact centre.

The My Aged Care contact centre has two locations, one in Box Hill, Victoria and the other in the Gold Coast, Queensland.

When I call the My Aged Care contact centre on 1800 200 422, will my call be answered by a person?

Yes. Telephone calls to the My Aged Care contact centre will be answered directly by contact centre staff.

What happens if a client has difficulty communicating over the phone?

A person who has difficulty communicating over the phone can contact My Aged Care with assistance from a trusted person. This might include family members, carers, friends or service providers.

Where it is not possible to conduct registration and/or screening over the phone, or the client expresses a desire not to continue over the phone, the client will be referred directly to face-to-face assessment.

Do my clients have to use My Aged Care to access aged care services?

For older people who are already receiving aged care services, there is no need for them to contact My Aged Care. However, if their needs change, then they should contact My Aged Care.

It is important that people are referred to My Aged Care to ensure their aged care needs can be assessed holistically, and the right services put in place to support their aged care needs and service preferences.

From July 2015, if you are directly approached by people seeking Commonwealth funded aged care services, you should refer people to My Aged Care. My Aged Care will then facilitate client registration to create a client record and conduct screening to identify their needs.

In cases where it is apparent that urgent care is required, for example the delivery of meals due to the unplanned absence of a carer, service delivery may be provided before a client has contacted My Aged Care. Ultimately clients need to be registered with My Aged Care, and have their broader needs considered.

Are there circumstances where a person can start receiving services without an assessment or a referral from My Aged Care?

Yes. In cases where it is apparent that urgent care is required, service delivery may be provided before a client has contacted My Aged Care. Ultimately clients need to be registered with My Aged Care, and have their broader needs considered. It is expected that service providers would refer the client to My Aged Care to be registered as soon as practicable.

If a client has already been assessed by an ACAT and has an existing approval for aged care services under the Aged Care Act 1997, do they need to go through My Aged Care to receive aged care services?

No, provided a person has a current approval (and the service is still appropriate to level of care needs), there is no need to go through My Aged Care – they can go straight to the provider who is still able to check approval status through Aged Care Online Claiming. Service providers can begin providing services to a person with an existing approval without referring the person to My Aged Care to have a client record created or the screening process undertaken.

It is important that people who are currently receiving aged care services understand that they do not need to contact My Aged Care unless their needs and/or circumstances have changed significantly and they require additional services.

Do Commonwealth funded service providers have to use My Aged Care?

Yes. Commonwealth funded service providers will use the My Aged Care provider portal to:

  • manage information about the aged care services they deliver.
  • manage service availability information to assist My Aged Care to refer clients to available services
  • manage referrals for service sent by My Aged Care contact centre staff or assessors
  • update client records with information about services being delivered.

Service providers can log in to the My Aged Care provider portal to set up their organisation, ensure their service information is accurate, and establish staff access prior to 1 July 2015. It is important that service providers maintain information about the services they deliver through the My Aged Care provider portal, as this information will be displayed in the service finders on the My Aged Care website and be used by My Aged Care contact centre staff and assessors to refer clients to services. The accuracy of the service information that providers maintain is critical to ensure appropriate referrals.

When will service providers start receiving electronic referrals for service through the My Aged Care provider portal?

From 1 July 2015, Commonwealth Home Support Programme providers will receive electronic referrals for service(s) through the My Aged Care provider portal.

Home Care Package, Residential Care providers (including Residential Respite providers), and Transition Care Program providers will receive electronic referrals for service when the Aged Care Assessment Team transition to using the full functionality of the My Aged Care assessor portal between July 2015 and December 2015.

When will assessors use the My Aged Care assessor portal?

From July 2015, the My Aged Care Regional Assessment Service (RAS) will use My Aged Care to conduct home support assessments face-to-face using the National Screening and Assessment Form (NSAF). The RAS will assess clients seeking to access Commonwealth Home Support Programme services in all states and territories, except Victoria and Western Australia. Accordingly, from 1 July 2015 CHSP providers can expect to start receiving referrals from My Aged Care (either the contact centre or the RAS).

Between July 2015 and December 2015, Aged Care Assessment Teams (ACATs) in each jurisdiction will transition (state by state) to using My Aged Care to conduct face-to-face comprehensive assessments using the NSAF. Prior to transition, ACATs will continue to undertake comprehensive assessments as they do now. Once the ACATs in a particular state or territory fully transition to My Aged Care, providers can expect to receive referrals from My Aged Care. The Department will ensure forward notice is given to providers in each state or territory as soon as the transition date for each ACAT is known.

Do assessors have to use My Aged Care to provide assessments for aged care services?

Yes. All assessors (the My Aged Care Regional Assessment Service and Aged Care Assessment Teams) will use the My Aged Care assessor portal to access referrals for assessment, use the National Screening and Assessment Form (NSAF) to undertake assessments, develop support plans, refer clients to services that meet the client’s needs and preferences, and update client records.

The NSAF has been developed to be used online via the My Aged Care assessor portal, and offline. More information about the offline capability will be available prior to July 2015.

As part of the assessment, assessors will work with clients to establish a support plan that reflects their needs, goals and service preferences before making referrals for service(s). Service providers will be able to view this assessment information to assist them to manage referrals, and understand client needs.

Information for health professionals and hospitals

I’m a health professional. What do I need to know about My Aged Care?

Referrals from GPs and other health professionals in the community

Should GPs and other Health Professionals in the community make referrals to My Aged Care?

My Aged Care is the first point of contact for individuals seeking information about aged care and access to aged care services.

It is important that clients are referred to My Aged Care to ensure their aged care needs can be assessed holistically and the right services put in place to support their needs, goals and service preferences.

In cases where urgent care is required, service delivery may be provided before the person has contacted My Aged Care. GPs should use their existing processes to refer patients who need urgent Commonwealth Home Support Programme (CHSP) services. Ultimately that person will need to be registered with My Aged Care, and have their broader needs considered.

It should also be remembered that in many instances of urgent need My Aged Care is capable of making immediate referrals to service providers while concurrently organising a face-to-face assessment. These referrals, if through My Aged Care, will ensure that the service provider receives any new or existing information that is recorded in the My Aged Care client record.

For individuals who are already receiving aged care services, there is no need for them to register with My Aged Care. However, if their needs and/or circumstances change significantly, then they need to be registered with My Aged Care so that their needs can be assessed.

How will GPs and other Health Professionals in the community refer people on to My Aged Care?

If you have patients or clients who need aged care services, they should now be referred to My Aged Care.

There are three ways you can make a referral. There is a separate referral process for hospitals.

Referrals from hospitals

Do hospitals refer to My Aged Care?

Yes, hospitals outside of Western Australia and Victoria (excluding the Kingston ACAS catchment area) send certain types of referrals to My Aged Care from 1 July 2015. These referrals include those for patients requiring non-urgent home care services. In addition, hospitals within the Australian Capital

Territory and country South Australia will also send referrals for comprehensive assessments to My Aged Care.

Additional information about the referral process is available through the Information for hospitals link on agedcare.health.gov.au/MyAgedCare. Additional detail and referral forms can be found by looking in the section relevant to your state or territory on that same page.

There is a separate referral process for health professionals in the community.

What is the referral process for hospital patients requiring urgent aged care services? Will patients need to be referred through My Aged Care?

From 1 July 2015, hospitals in most states and territories will use their existing processes to refer patients who need access to comprehensive assessments (completed by the Aged Care Assessment Teams (ACAT)) and urgent Commonwealth Home Support Programme (CHSP) services. Hospitals should continue to access post-acute care for their patients as the first step in their care after discharge.

My Aged Care will predominantly manage access to services for those patients who have non-urgent needs and are able to be safely discharged home.

A fact sheet that provides information on these referral pathways can be found on through the Information for hospitals link on agedcare.health.gov.au/MyAgedCare. Additional detail and referral forms can be found by looking in the section relevant to your state or territory on that same page.

Top of page

Assessment of aged care needs

What is the National Screening and Assessment process?

The National Screening and Assessment process has been established to ensure a holistic and consistent assessment of a client’s needs. Screening, home support and comprehensive assessment will all be undertaken using the National Screening and Assessment Form (NSAF). The NSAF has been designed so that assessment will build on the screening information collected by My Aged Care contact centre staff.

The National Screening and Assessment process has the following components:

Screening – Contact centre staff will conduct screening over the phone by asking a series of questions to gain an initial understanding of a client’s needs to determine the appropriate assessment pathway (home support or comprehensive). Clients can also be referred directly to Commonwealth Home Support Programme (CHSP) services, in some circumstances.

Home support assessment – The My Aged Care Regional Assessment Service (RAS) will conduct face-to-face home support assessments for clients seeking entry-level support at home, provided under the (CHSO) The assessor and client will work together to establish a support plan that reflects the client’s needs, goals and service preferences.

Comprehensive assessment – Aged Care Assessment Teams (ACATs) will conduct face-to-face comprehensive assessments to determine a client’s eligibility for care types under the Aged Care Act 1997, with approval subject to a decision by an ACAT Delegate. The assessor and client will work together to establish a support plan that reflects the client’s needs, goals and service preferences.

Where it is evident that a person cannot be screened over the phone, My Aged Care contact centre staff will refer the person for a face-to-face assessment.

What is the National Screening and Assessment Form?

The National Screening and Assessment Form (NSAF) is a form designed to support the collection of information to support the screening and assessment processes. The NSAF is based on existing best practice assessment processes from around Australia, and was designed so that assessment builds on the information collected by My Aged Care contact centre staff during screening, and any previous assessments.

The NSAF ensures that questions are appropriate to each level of assessment, that there is no duplication which would result in the client having to repeat their story, and that the appropriate client pathway can be facilitated.

The NSAF ensures that:

  • a holistic assessment of client needs is undertaken
  • a restorative care (including wellness and reablement) philosophy underpins the assessment process
  • appropriate questions are included at each level of screening/assessment, with the assessment building on the information collected at screening
  • previously collected information is displayed to assessors so that clients do not have to repeat their story.

Why is aged care needs assessment and service provision being separated?

The separation of assessment from service provision, and the introduction of the My Aged Care Regional Assessment Service (RAS) and the nationally consistent screening and assessment process will ensure a nationally consistent and holistic approach to assessment, independent of service provision.

This change means that the referral of clients to appropriate services is based on the client’s needs and preferences, and not limited by the scope of services that may be offered by a particular service provider, who previously may have assessed the person and provided services.

How long will it take My Aged Care to assess and make a referral?

The time taken to conduct the screening and/or assessment processes will depend on the needs and circumstances of the individual.

What is the difference between the My Aged Care Regional Assessment Service (RAS) and Aged Care Assessment Teams (ACAT)?

The RAS assesses older people for lower intensity services available under the Commonwealth Home Support Programme. ACATs assess the more complex needs of people requiring access to higher intensity care available under Home Care Packages, Transition Care, and within Residential Care. ACATs have a range of health professionals with the clinical expertise required to consider the more complex needs of older people.

When will ACATs transition to use the My Aged Care assessor portal?

There are two stages of transition for ACATs to use the My Aged Care assessor portal.

ACATs commence accept/reject referrals using the My Aged Care assessor portal

ACATs in all states and territories (other than Queensland and Western Australia) will commence using the My Aged Care assessor portal to accept/reject referrals from July 2015. This will provide access to the client record and information collected during screening. At this stage, ACATs will be conducting comprehensive assessments using their current processes until they transition to using the full functionality of My Aged Care. This means that ACATs will not send referrals to Home Care Package (HCP), Transition Care (TCP), and Residential providers (including Residential Respite) using the My Aged Care assessor portal until they complete their transition.

If an ACAT is not yet using My Aged Care, a client will be referred to the ACAT from the My Aged Care contact centre. The contact centre will provide the client with the relevant contact details and/or offer a warm transfer. The ACAT will then conduct assessment following their usual processes, i.e. they will follow existing assessment and referral processes, until they transition.

How will assessors conduct assessments?

From July 2015, the My Aged Care Regional Assessment Service (RAS) will conduct home support assessments face-to-face using the National Screening and Assessment Form (NSAF) for clients seeking to access Commonwealth Home Support Programme services. The NSAF is available in the My Aged Care assessor portal.

Between September 2015 and December 2015, existing Aged Care Assessment Teams (ACATs) will transition (state by state) to conducting comprehensive assessments face to face using the NSAF. They will continue to determine a client’s eligibility for care types under the Aged Care Act 1997, but will undertake this function through the assessor portal. Prior to transition, ACATs will continue to undertake comprehensive assessments as they do now.

The Department has provided further information about the screening and assessment process, including publishing a National Screening and Assessment Form User Guide, available at agedcare.health.gov.au/MyAgedCare.

Does an assessor need to use a computer and be connected to the internet to conduct an assessment?

No. Assessors will have the option to either conduct an assessment while connected to the internet, or to conduct an assessment without being connected to the internet.

From July 2015, assessment organisations will be able to access the National Screening and Assessment Form (NSAF) using an offline capability, the myAssessor app. This means that an assessment can be conducted without being connected to the internet. Another option available to assessors is to print a copy of the blank NSAF to enable them to conduct assessments in areas without internet connectivity.

If the assessor has conducted the assessment with the myAssessor app, once they access to the internet, they can upload the assessment information. If the assessor is using the printed NSAF, they can enter the information captured during the assessment via the My Aged Care assessor portal, finalise the support plan, contact the client and then match and refer for services (if required).

For further information, see My Aged Care Guidance for Assessors - June 2015.

Top of page

Referrals for service

How do service providers manage referrals for service?

My Aged Care contact centre staff, the My Aged Care Regional Assessment Service, and Aged Care Assessment Teams will work with clients to select their preferred service provider(s), choose a referral method (in order of client preference, broadcast to all providers, or a referral code), and issue referrals for service(s).

Service providers can manage referrals for service via the My Aged Care provider portal in the following ways:

  • Accept the referral
  • Reject the referral
  • Reject and indicate that they can place the client on to a waitlist. The waitlist is hosted by My Aged Care and managed by individual service providers. When services become available, a service provider can accept a client from the waitlist. Once the client has been accepted by a service provider, the client will be withdrawn from all other waitlists for that particular service.

Are there timeframes for managing referrals for service and providing service(s) to clients?

Referrals for service will include a priority status (high, medium or low). These priorities indicate required timeframes for managing the referral, commencing services and updating service information on the client record.
Service providers will use the My Aged Care provider portal to manage (accept, reject or waitlist) all referrals for service within three calendar days.

Service providers will commence services within:

  • two calendar days after acceptance for high priority referrals
  • five calendar days after acceptance for medium priority referrals
  • ten calendar days after acceptance for low priority referrals.

Service providers will update service delivery information on the client record fourteen days after acceptance.

For more information about how service providers will use the My Aged Care provider portal, see the My Aged Care Guidance for Providers document and the My Aged Care Provider Portal User Guide.

Will referrals for service come with a complete assessment?

Most referrals for service will come with either a completed home support assessment or comprehensive assessment. As part of the assessment process, the assessor will work with the client to develop a support plan which outlines a client’s needs and goals. Information about the outcomes of any screening and/or assessment episodes (including the support plan) will be included on the client record.

There are situations were a referral may be sent without a complete home support or comprehensive assessment:

  • If people are referred directly by My Aged Care contact centre staff to Commonwealth Home Support Programme providers, the outcome of the screening process (including the action plan) but not a completed assessment, will be available for service providers to guide service delivery.
  • In cases where urgent care is required, services may be provided before an assessment is undertaken. An assessment will generally then be completed, which reflects current processes where urgent services may be required before an ACAT assessment is possible.

What measures has the Australian Government put in place to monitor how service providers choose their clients?

There is no obligation for a Commonwealth funded service provider to accept a client.

Key elements of the My Aged Care design that will assist in monitoring the management of referrals include:

  • Before a referral has been accepted, the service provider(s) will not have access to the client’s exact address or phone number. They will have access to the client record and enough details to determine if they can supply the requested services
  • Service providers must select a reason for rejecting a referral
  • Service providers can indicate if services are currently available by using the service availability feature within the My Aged Care provider portal. This will reduce referrals being sent to providers who do not have services available. Clients will have an option to be placed on a centrally hosted, but service provider managed, waitlist

How do private (non-funded) service providers include information about the aged care services they provide on the My Aged Care website?

A key component of the enhanced service finders is the integration with the National Health Services Directory (NHSD) in order to display non funded services via the My Aged Care service finders.

Private (non-funded) service providers will be able to include information about the aged care services they provide on the My Aged Care service finders by registering their details on the NHSD website (http://www.nhsd.com.au/register). A link to the NHSD website will be available from the ‘For service providers’ page on the My Aged Care website from 1 July 2015.

The NHSD is a joint initiative of all Australian governments, delivered by Healthdirect Australia, that provides easy access to reliable and consistent information about health and related human services including contact details, location, opening hours, wheelchair access and billing options.

Can service providers place a client on a waitlist and how will it work?

Yes. Service providers will be able to use the waitlist function within the My Aged Care provider portal.

The waitlist function enables you to receive referrals to your waitlist on the provider portal. Referrals for waitlist will be sent electronically for individual services.

To receive referrals to waitlist, service providers need to

  • Maintain availability information for each of their services. This information will be displayed on the service finders via the My Aged Care website, and be used by contact centre staff and assessors to send referrals.
  • Ensure that the ‘waitlist availability’ for the specific service is ‘on’.

Further information is available in the My Aged Care Assessor Portal User Guide: Part One – Administrator functions, the My Aged Care Provider Portal User Guide: Part Two – Team Leader and Staff Member functions and the My Aged Care Guidance for Providers.

How long can a client be on a waitlist?

There is no set time-limit on waitlists. My Aged Care provides a centrally hosted waitlist functionality that allows service providers to manage their own waitlists. The My Aged Care contact centre will monitor waitlists and follow up with providers as appropriate. The Department will have processes in place to review a client’s situation where they have remained on a waitlist for extended periods.

Will people who are on a waitlist for residential care or a home care package prior to 1 July 2015 have to register with My Aged Care before placement?

Clients who are currently on a waitlist do not have to register with My Aged Care. However, if their needs change, then they may need to be registered with My Aged Care so that their needs can be assessed.

Will people who are on a waitlist for Commonwealth Home Support Programme services prior to 1 July 2015 have to register with My Aged Care?

Clients who are currently on a waitlist do not have to register with My Aged Care. However, if their needs and/or circumstances change significantly, then they may need to be registered with My Aged Care so that their needs can be assessed.

Can multiple referrals for service be sent to the same provider (for the same client)?

Yes. As referrals are sent for individual services, service providers may receive multiple referrals for the same client.

For each service, the My Aged Care Regional Assessment Service (RAS) assessors and Aged Care Assessment Team (ACAT) assessors will work with clients to select preferred service provider(s), choose a referral method and issue referrals for service(s) or waitlist. The referral process will be supported by the information about services maintained by service providers using the My Aged Care provider portal.

What should service providers do if they are approached directly by new clients seeking Commonwealth funded aged care services?

If service providers are directly approached by new clients seeking Commonwealth funded aged care services, service providers should refer clients to My Aged Care. My Aged Care will then facilitate client registration to create a client record and conduct screening to identify client needs.

Service providers can assist clients with the My Aged Care registration process. Please refer to the 'Information for health professionals' page, which has information on how to refer clients to My Aged Care, including a consumer brochure that you can download and pass on to your clients.

In cases where it is apparent that urgent care is required, service delivery may be provided before a client has contacted My Aged Care. Ultimately clients need to be registered with My Aged Care, and have their broader needs considered. It is expected that service providers would refer the client to My Aged Care to be registered as soon as practicable.

How do service providers manage direct referrals from GPs (for example, for allied health services)?

If Commonwealth funded service providers receive a referral from a GP about someone who is seeking aged care services, service providers should refer them to My Aged Care. My Aged Care contact centre staff will then facilitate registration to create a client record. My Aged Care contact centre staff will ask a series of questions to understand the individual’s needs, and send referrals for assessment and/or service(s), as required.

Service providers can assist the person to contact My Aged Care. The 'Information for health professionals' page has information on how to refer clients to My Aged Care, including a consumer brochure that you can download and pass on to your clients.

In cases where it is apparent that urgent care is required, service delivery may be provided before a client has contacted My Aged Care. Ultimately clients need to be registered with My Aged Care, and have their broader needs considered. It is expected that service providers would refer the client to My Aged Care to be registered as soon as practicable.

When will referrals for home care packages and residential aged care start coming via the My Aged Care provider portal?

From July 2015, Home Care Package (HCP) and Residential Care (Residential) providers will receive electronic referrals for service(s) via the My Aged Care provider portal. Initially, referrals for service(s) will only be sent by My Aged Care contact centre staff (i.e. not ACATs) where the person has an approval for aged care services under the Aged Care Act 1997 in place.

In these instances, the client will not be screened or assessed (and therefore the client record may not contain a completed action or support plan), and will be referred directly to service. My Aged Care contact centre staff can also provide clients with a referral code for service(s).

If a HCP, TCP or Residential provider accepts a direct to service referral from the My Aged Care contact centre, service providers will need to refer to Aged Care Online Claiming (ACOC) to view the Aged Care Client Record to satisfy themselves that the client has the appropriate approval for the service.

ACATs will be conducting comprehensive assessments using their current processes until they transition to using the full functionality of My Aged Care. This means that, ACATs will not send referrals to HCP, Transition Care, and Residential providers (including Residential Respite) using the My Aged Care assessment portal until they transition to full functionality. Until then, ACATs and aged care service providers can use existing processes to refer and place a client.

What information do service providers need to update on the client record?

Service providers are expected to commence services and update the client record to record service commencement date and frequency. If services cease, service providers need to record a service end date.

Top of page

The My Aged Care client record

What is a My Aged Care central client record?

The My Aged Care central client record will contain client details (and carer or representative details), details about assessments, and the support plan, and information about services a client receives.

With consent from the client, a client record can be created by My Aged Care contact centre staff or assessors.

Clients and their representatives will be able to access their record through myGov. Assessors and service providers will be able to access client records for clients referred to them through the My Aged Care assessor and My Aged Care provider portals.

How will the information included in the central client record be used?

Personal information will be collected, used and disclosed with appropriate privacy consents and notifications, in compliance with relevant privacy laws.

The client record enables the appropriate sharing of information with clients, representatives, assessors and service providers.

What is myGov?

My Aged Care clients who wish to access their client record online need to create a myGov account. myGov is a fast, simple way to access government services online. A secure myGov account lets you link a range of Australian Government services , including My Aged Care, with one username and password, all in one place. More information is available from 'About myGov'.

Can service providers view a client’s record without receiving a referral for that person?

No. Service providers will only have access to a client’s record if they have been sent a referral. Service providers will be unable to view full address and contact number prior to accepting the referral.

Top of page

The My Aged Care portals

What are the My Aged Care portals?

The changes to My Aged Care in 2015 are supported by the introduction of portals for clients, assessors and service providers:

  • Client portal: clients (and their representatives) can use the My Aged Care client portal to see their interactions with My Aged Care, including screening and assessment outcomes, plans and service information. Clients will also be able to view and update personal details. Clients and their representatives will be able to access the client record through myGov.
  • Assessor portal: assessors will use the My Aged Care assessor portal to manage referrals for assessment, conduct assessments using the National Screening and Assessment Form (NSAF), refer clients for service, and review and update client records with the support plan and assessment outcomes.
  • Provider portal: service providers will use the provider portal to manage the electronic referrals they receive and review and update the client record with information about the services they are delivering. Service providers can also use the provider portal to request that an assessor undertakes a review or a new assessment. Service providers will also use the My Aged Care provider portal to self-manage information about the services they deliver. This information will be publicly displayed on the service finders on the My Aged Care website (www.myagedcare.gov.au), and be used by My Aged Care contact centre staff and assessors to refer clients for service(s).

Can service providers use the My Aged Care provider portal to show availability for their services?

Yes. Service providers will use the My Aged Care provider portal to manage information about the availability of their services. This information will be publicly displayed on the service finders on the My Aged Care website (www.myagedcare.gov.au), and be used by My Aged Care contact centre staff and assessors to refer clients for service(s).

Top of page

Using the My Aged Care portals

What are the requirements for accessing the My Aged Care portals?

Service providers and assessors will need a computer with an internet connection and a standard internet browser to access the My Aged Care portals. The device and browser will also need to support AUSkey. As of April 2015, AUSkey is no longer compatible with Google Chrome.

How does a person access their client record?

My Aged Care clients and/or their representatives can view the information in the client record via the My Aged Care client portal through MyGov (the Australian Government online services login). Visit the MyGov website for more information.

Top of page

AUSkey

Is an AUSkey needed to access the My Aged Care portals?

Yes. AUSkey is being used as the individual authentication tool for assessors and service providers to access the My Aged Care portals. All staff members who need to access the My Aged Care portals will need to apply for a separate AUSkey. More information about AUSkey is available is available from the Australian Business Register website.

The Australian Taxation Office and the Department of Industry work together to provide the AUSkey infrastructure. For more information visit the Australian Business Register website. A national service desk (1300 287 539) is available to assist organisations that are registering for an AUSkey for the first time.

What is AUSkey?

AUSkey is a secure login that identifies an individual when they use participating Government online services on behalf of a business. AUSkeys are obtained from the Australian Business Register (ABR) and registration is free. Many organisations, including some in the aged care sector, already use AUSkey to interact with online Government services. Each AUSkey is linked to an Australian Business Number (ABN) and a unique email address of the person being issued the AUSkey. The AUSkey can be stored on a computer or, for those staff that use multiple windows-based computers, on a USB stick.

What can an AUSkey Administrator do?

The AUSkey administrator can assign standard AUSkeys to users. Following registration, a link will be sent to the nominated email address for that person. It is important to note that each user must have a unique email address. AUSkey will not allow a separate user if the same email address is already registered for an AUSkey.

Does everyone in my organisation need an AUSkey?

No. Only those staff who will use the My Aged Care provider or assessor portals will need an individual AUSkey.

When do service providers and assessors need an AUSkey?

Service providers and assessors will need your AUSkey before you access the My Aged Care provider or assessor portal.

From 18 May 2015, service providers and assessors can access the My Aged Care portal if they have submitted their My Aged Care Organisation Administrator Registration Form to the Department (nominating a staff member as the first organisational representative to access the portal) and the nominated staff member has an AUSkey linked to the business.

Information about the first time login process for the My Aged Care portals is available in the My Aged Care Provider Portal User Guide Part One - Administrator Functions and the My Aged Care Assessor Portal User Guide Part One – Administrator Functions.

Assessor and provider organisation administrators can start organising access for other staff at any time. It is important that all relevant staff have access from 1 July 2015. However, we would recommend organising access earlier to allow staff members to become familiar with the portal. Your organisation administrator can use the portal to set up the details of staff members who you wish to access the portal. The final step in providing access is to ensure each staff member has an AUSkey.

If my organisation hasn’t previously used AUSkey, can anyone from the organisation register for the first Administrator AUSkey?

No. To register for the first AUSkey for your organisation the ABR advises that the person must be an eligible associate recorded on the ABR for that ABN. For further advice, please refer to the ABR website at https://abr.gov.au/auskey/ or ring their support number 1300 287 539.

Can more than one person use the same AUSkey?
No. The AUSkey is linked to an individual. Each individual who will use the My Aged Care portals must have their own AUSkey.

Do I need to provide AUSkeys and email addresses to my subcontractors?

No. A subcontractor can use the AUSkey(s) issued by their own organisation if you would prefer not to issue them one, and subcontractors can use their own organisation email address(es) to access the My Aged Care provider and assessor portals.

Does each staff member need their own email address to register for AUSkey?

Yes. Each AUSkey needs to be linked to a unique email address. Accordingly each staff member that will access the My Aged Care portals will require their own unique email address, to be issued an AUSkey.

Can I access the My Aged Care portals from multiple computers?

Yes. If an organisation has implemented “Roaming Profiles” on their IT network users will find that their AUSkey follows them to each desktop, or Citrix can also be used (see question below). Alternatively, AUSkey can be installed to a USB stick to access the portal from any Microsoft Windows based computer.

Will AUSkey work on a Citrix System? Yes. If you use a remote desktop connection via Citrix to a Windows desktop, you will be able to use AUSkey to authenticate to the My Aged Care portals. We would recommend you notify your IT Department/Systems Administrator as they will need to ensure you have a compatible web browser available and that the correct version of Java is available on the system.

Is an AUSkey allocated to a device?

No. AUSkey is allocated to an individual, not to a device.

If I am not a Commonwealth funded organisation can I get an AUSkey?

Yes. Any company or business that has an ABN can register for an AUSkey. However, at this stage, non-Commonwealth funded organisations will not have access to the My Aged Care portals.

Can I prevent access to the My Aged Care portals for staff in my organisation who have AUSkeys, but do not require access to the portals?

Yes. Your nominated Administrator controls staff access through adding or removing staff members within the portal. The Administrator can also assign roles to individual staff members for the purposes of the tasks they will undertake within the portal.

If a staff member has an AUSkey and attempts to login to the portal, they will not be able to gain access unless their Organisation Administrator has specifically provided them with access through the portal. To gain access to the portal each staff member needs an AUSkey and must have been added as a staff member and assigned a role within the portal by their Organisation Administrator.

Will providing AUSkeys to my staff allow them to access company information from other department’s websites?
No. It is recommended that AUSkey Administrators familiarise themselves with AUSkey permissions and administration tools provided by other departments (such as the Australian Taxation Office) to ensure appropriate access to company information via AUSkeys.

Where can I go for more information?

For more information about AUSkey, you can:

Top of page

Support for using My Aged Care

What support is available to help service providers and assessors use the My Aged Care portals?

Support material to help service providers and assessors use the My Aged Care portals is available on the My Aged Care pages on the Department's website. The Department would like to encourage providers and assessors to review support materials and talk to colleagues to resolve any concerns about using the My Aged Care portals in the first instance. If this does not assist in resolving the concern, please contact the My Aged Care provider and assessor helpline on 1800 836 799. The helpline will be available between 8am to 8pm Monday to Friday and 10am to 2pm Saturday, local time across Australia.

How will clients who do not have access to the internet or phone be supported by My Aged Care?

In situations where older people do not have phone or internet access, assessors and service providers can facilitate their registration with My Aged Care.

Clients can be assisted to register with My Aged Care in the following ways:

  • a call to the My Aged Care contact centre
  • an ‘Inbound referral’ form (accessed from myagedcare.gov.au) requesting that My Aged Care contact centre staff call the person
  • a fax with information about the person.

My Aged Care contact centre staff and assessors will be able to provide clients with printed copies of their client record, for their reference.

Top of page

Arrangements in Victoria and Western Australia

What do the changes to My Aged Care in 2015 mean for people who live in Victoria or Western Australia?

Due to the continued operation of the jointly government funded Home and Community Care programme in Victoria and Western Australia, the changes will differ. Information on the differences is available on the Department of Social Services’ website.

Top of page

My Aged Care for diverse needs groups

How will My Aged Care meet the needs of people with diverse needs?

My Aged Care will support people with diverse needs in the following ways:

  • translated materials are available on the website and people can access the Translating and Interpreting Service
  • the National Relay Service is available for people who are hearing or speech impaired
  • training has been provided to My Aged Care contact centre staff and assessors to ensure they can work effectively with people with diverse needs, including people from CALD backgrounds and Aboriginal and Torres Strait Islander people
  • the National Screening and Assessment Form (NSAF) will be used by My Aged Care contact centre staff and assessors to assist with identifying clients who have diverse needs
  • allowing service providers to indicate if their services are tailored for diverse needs groups (i.e. LGBTI). This information will display publically on the service finders on the My Aged Care website.
  • materials on the My Aged Care website are compliant with the Web Content Accessibility Guidelines version 2.0.

If a person does not want to communicate with the My Aged Care contact centre, contact may be facilitated by a representative such as a family member, carer, friend or service provider.

How will My Aged Care meet the needs of people from non-English speaking backgrounds?

The My Aged Care website includes information that has been translated into 18 languages. People who speak a language other than English can also phone the Translating and Interpreting Service (TIS) on 131 450. The TIS staff will facilitate a call to the My Aged Care contact centre on the person's behalf. TIS covers more than 100 languages and is available 24 hours a day, 7 days a week, for the cost of a local call.

How will My Aged Care meet the needs of people who have a hearing impairment?

People who are deaf or who have a hearing or speech impairment can contact My Aged Care through the National Relay Service in two easy steps:

  1. Visit the National Relay Service website to choose a preferred access point.
  2. Ask for My Aged Care on 1800 200 422.