Information resources – Home care package delivery
Resources for consumers and providers in the delivery of home care packages. Resources include booklets, videos, newsletters, fact sheets, other supporting websites and interpretive services.
Resources for consumers
Your guide to home care package services booklet and brochure
The booklet and brochure have been designed for older Australians, their family and carers to guide them through the process of accessing a home care package.
The content follows the consumer pathway from assessment through to ongoing management of the services delivered under their home care package. It may also be a useful resource for:
- approved providers
- new front line staff; and
- Researching Home Care Providers – considerations and checklist - This checklist provides clients with a list of considerations to support their research of home care providers so they can compare and prepare themselves for selecting a provider once they have been assigned a home care package. Entering into a Home Care Agreement – considerations and checklist
- Entering into a Home Care Agreement - considerations and checklist - This checklist provides clients with a list of considerations to support discussions and negotiations with providers when entering into a Home Care Agreement.
- Changing Providers – considerations and checklist - This checklist provides clients with a list of considerations when thinking about changing home care providers. It also outlines the steps required to change providers and includes both the client and provider responsibilities.
This fact sheet provides an overview about the Home Care Package program arrangements, including information about the requirement for care to be delivered on a Consumer Directed Care basis.
This fact sheet provides an overview of the path to follow to access and receive care under a Home Care Package.
This fact sheet provides an overview about the changes to home care and where to find more information.
This fact sheet provides information about exit amounts and defines what an exit amount is with examples of the maximum exit amount that can be deducted.
This fact sheet provides information about the national prioritisation process. It includes information about:
- the assignment of packages
- how consumers will be prioritised; and
- creating the national package inventory.
This fact sheet provides an overview of the steps that consumers need to take once they have had an assessor approve them for home care, while they are waiting to be assigned a package. Following these steps will ensure consumer’s care can commence as soon as possible and prevent their package from inadvertently being withdrawn.
Resources for providers
Home Care Packages Program - My Aged Care system and process overview
A series of My Aged Care system and process overview wheels have been developed to help improve access to information about My Aged Care.
The Home Care Packages (HCP) provider wheel gives an overview of the key steps that providers should follow to assist them in performing their role successfully in My Aged Care. Where available, links to guidance information are included for each key task.
Provider fact sheets
The following fact sheets have been developed to provide general advice on key operational aspects of the Home Care Packages Program.
Note: Providers must refer to the Aged Care Act 1997 (the Act) and the User Rights Principles 2014 for guidance on service design and business operations.
This fact sheet provides a general overview of the Home Care Packages Program. It outlines the professional and legal requirements for providers to deliver care under the program arrangements.
Increasing Choice in Home Care for Providers – Stage 1 transition – what is changing and what you need to know
This page provides an overview of the changes to home care.
This document provides and overview of the home care changes.
This fact sheet provides an overview about the 27 February 2017 home care changes.
This Quick Reference Guide shows service providers how to view client wait time information for Home Care Packages in the My Aged Care provider portal.
This fact sheet provides information about discussing the assessment and approval process with clients. It covers the assessment for home care, the assessment outcome, researching home care providers, being assigned a home care package and entering into a Home Care Agreement.
This fact sheet provides information about a client’s journey to receive home care package services. It details the steps providers need to take, from receiving a referral for service through to providing services to a client.
This fact sheet includes information for home care providers offering a home care package to a consumer.
This fact sheet outlines what a provider needs to do when a client, who has been receiving an interim package at a lower level, is allocated a package at their higher approved level.
This fact sheet provides an overview the process for allocating home care packages nationally in a fair and consistent way based consumers’ needs and circumstances, regardless of where they live.
This fact sheet provides an overview of the claiming arrangements for home care package services.
This fact sheet provides a summary of additional supplement funding you can apply for on behalf of your client to ensure they receive the care they need, and includes information about what happens to each supplement if a client changes providers.
This fact sheet outlines the process and obligations for the existing service provider, and new service provider, if a client exercises their right to change their home care provider.
This fact sheet provides information about unspent home care amounts including the steps you will need to undertake if a client changes providers or leaves home care.
This fact sheet provides information about the requirements for exit amounts and covers what is an exit amount and the requirements plus an example.
This document provides several step-by-step examples of calculating unspent home care amounts. It includes the providers responsibilities in transfer the funds and notifying the client.
This fact sheet provides information about temporary leave arrangements, and payment of home care subsidy and eligible supplements if a client temporarily suspends their home care package for any reason.
This document provides information for new home care providers about the steps required to be able to deliver subsidised home care services.
This fact sheet provides an overview of the information you can configure through the My Aged Care provider portal to promote unique aspects of the care you offer through the service finder.
This fact sheet and application form should be used by approved providers wishing to transfer home care services to another as part of a merger or acquisition.
A series of videos on Home Care Packages for older people and their families
Overview of home care packages
This video provides an overview of home care packages from the initial screening process conducted by the My Aged Care Contact Centre through to receiving and managing your home care services.
Increasing consumer choice under a home care package
This video provides some personal insights into receiving home care package services and explains some changes to increase consumer choice and flexibility about who delivers your care.
Using the home care package service finder
This video provides an overview of how to use the home care package service finder to find a provider that best meets your needs.
Consumer Directed Care
The Department has a series of videos showcasing key elements of good home care package service delivery.
The videos have been produced to highlight cultural and organisational adjustments to business practices beneficial to successful delivery of services using a consumer directed care model.
Video recordings and slides of the Increasing Choice in Home Care webinars are available for viewing. Webinar titles include:
- Increasing Choice in Home Care – Operational Readiness Part II
- Increasing Choice in Home Care – Operational Readiness Part I
- Increasing Choice in Home Care – My Aged Care Service Finder functionality
- Increasing Choice in Home Care – Changing providers and unspent funds
- Increasing Choice in Home Care - Approved Provider Requirements and Quality Provisions
- Increasing Choice in Home Care - National prioritisation process for home care packages
- Increasing Choice in Home Care – February 2017 – Delegated legislation
- Increasing Choice in Home Care – Stage 1 – Legislative changes
Home Care Today
The Home Care Today website has useful resources for delivering home care packages on a CDC basis. It has been developed by COTA Australia in partnership with aged care peak Aged and Community Services (ACSA) and Leading Age Services Australia (LASA).
Interpreting support for service providers
All providers that deliver home care package services are eligible to access Commonwealth Government-funded interpreting services from the Translating and Interpreting Service (TIS National).
Home care providers can, free of charge, use TIS to negotiate the Home Care Agreement, co-design the care plan and individualised budget. TIS can also be used each month to discuss the consumer’s monthly income and expenses statement, so the consumer knows how their budget is being expended.
Aged Care Provider Newsletters
The Department communicates regularly by email with the aged care industry and aged care stakeholders. Our email announcements contain important government messages affecting the aged care sector.
Messages are available on the announcements page after they are emailed to subscribers.
Aged Care Complaints Commissioner
The Aged Care Complaints Commissioner (the Complaints Commissioner) is a free service for anyone to raise their concerns about the quality of care and services being delivered to people receiving Australian Government subsidised aged care services.
Approved providers should direct questions about the Home Care Packages Program to the My Aged Care providers contact centre on 1800 836 799.
Consumers should go to the My Aged Care website or call the My Aged Care national contact centre on 1800 200 422 for assistance.