My Aged Care system and process overviews for service providers

Page last updated: 02 January 2018

An overview of the steps that providers of aged care services follow, with links (where available) to guidance information on each step.

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Commonwealth Home Support Programme (CHSP) – My Aged Care System and Process Overview
Home Care Packages Program (HCP) – My Aged Care System and Process Overview
Residential Aged Care – My Aged Care Participant Journey Wheel
Short-Term Restorative Care (STRC) – My Aged Care Participant Journey Wheel

The My Aged Care system and process overviews make navigating through the My Aged Care system easier.

The My Aged Care system and process overviews outline the key steps that service providers need to complete when delivering Commonwealth subsidised aged care services. For example, they outline:

  • becoming an approved provider
  • accessing the provider portal
  • receiving and managing referrals for service
  • delivering services
  • claiming
  • reviewing and reporting on services
  • managing the changing needs of clients.  

Tips for use:

  • The steps in the wheel are listed in logical order for navigating My Aged Care to complete daily tasks.  
  • If you hover your mouse over a step you will see it is linked to another page on the department’s website that contains supporting material (where available).

Document Outlines

Commonwealth Home Support Programme (CHSP) – My Aged Care System and Process Overview

Getting Started

1. Becoming a CHSP Provider

1.1 Meet funding eligibility requirements
1.2 Apply for a CHSP grant
1.3 Accept grant/execution of funding agreement
1.4 Complete the My Aged Care Organisation Administration Form

2. Accessing and setting up the My Aged Care Provider Portal

2.1 Request authenticated access (Auskey/VANguard)
2.2 Set up and configure the provider portal at the:

  • organisation level
  • outlet level
  • service item level
  • service sub type level

2.3 Create and edit staff details
2.4 Set up preferences for managing tasks and notifications

3. Accessing and setting up in the Data Exchange

3.1 Obtain an Auskey certificate
3.2 Complete the User access request form
3.3 Log in to the Data Exchange web-based portal
3.4 Set up the structure of your organisation
3.5 Create and manage outlets
3.6 Add new users
3.7 Identify how to report CHSP services in the Data Exchange
3.8 Determine how to upload data

Providing a Service

4. Manage Service Referrals

4.1 Team Leader receives, views and actions referral:

4.2 Manage wait list (if appropriate)

5. Service Delivery

5.1 Contact the client to arrange commencement of care
5.2 Update the client record with service commencement date, frequency, etc
5.3 Request a review of a client's support plan

Ongoing Administration

6. Ongoing organisational management

6.1 Maintain service information (including availability)
6.2 Notify Health of changes to the organisation including org structure, ABN or address
6.3 Notify/update details in the Data Exchange - changes to organisation including organisation structure, name, users, outlets and ABN

Reviewing and Reporting

7. Reviewing

7.1 Undertake a review of services (every 12 months)
7.2 Quality reviews

  • complete a self assessment
  • partake in a quality review

8. Reporting

8.1 Financial acquittal of previous year
8.2 Submit performance data regularly (Data Exchange)
8.3 CHSP Organisation Overview report (Data Exchange)

Note that although this wheel is reviewed regularly, the information provided is not exhaustive and should be read in conjunction with the Commonwealth Home Support Programme Manual and Commonwealth Home support Programme Guidelines.

Home Care Packages Program (HCP) – My Aged Care System and Process Overview

Getting Started

1. Becoming an approved provider of Aged Care

1.1 Complete relevant application form/s

1.2 Receive decision letter from the Department of Health (Health)
1.3 Complete the My Aged Care Organisation Administration Form
1.4 Notify Health of the home care services you will deliver
1.5 Receive confirmation that your services have been set up in the National Approved Provider System (receive NAPS ID).
1.6 Register for claiming of subsidies through the Department of Human Services (DHS)

2. Accessing and setting up the My Aged Care Provider Portal

2.1 Request authenticated access (Auskey/VANguard)
2.2 Set up and configure the provider portal at the: (this information will be displayed in the service finder)

  • organisation level (including exit amount)
  • outlet level
  • service item level

2.3 Create and edit staff details
2.4 Set up preferences for managing tasks and notifications

Providing a Service

3. Manage service referrals

3.1 Team Leader receives, views and actions referral:

  • accept
  • accept to wait list
  • reject
  • revocation after acceptance

3.2 Assist a client to extend their home care package take-up deadline
3.3 Manage waitlists

4. Service packaging and delivery

4.1 Develop and finalise Home Care Agreement including care plan and individualised budget
4.2 Update the client record to reflect commencement of services
4.3 Provide client with monthly budget statements

5. Establishing Claiming

5.1 Register a new care recipient with DHS by:

5.2 Calculate home care subsidy
5.3 Submit monthly claim for payment
5.4 Apply for additional supplement funding (if applicable)
5.5 Notify DHS of client ceasing care

Ongoing Administration

6. Reviewing

6.1 Request a review of a client’s support plan
6.2 View and action updates to a support plan
6.3 Process a client that is changing providers or ceasing service
6.4 Process a client that is taking temporary leave
6.5 Process a client receiving package upgrade
6.6 View wait time information

7. Ongoing organisation management

7.1 Notify Health of changes including organisational structure, ABN or address
7.2 Notify of new services being offered
7.3 Transfer home care services to another approved provider

Reviewing

8. Reviewing and Reporting

8.1 Submit an annual Aged Care Financial Report
8.2 Quality reviews

Note that although this wheel is reviewed regularly, the information provided is not exhaustive and all approved home care providers should refer to the Aged Care Act 1997 and associated principles for guidance on service design and business operations and their individual care plans for guidance on individual care and services.

Residential Aged Care – My Aged Care Participant Journey Wheel

Getting Started

1. Becoming an approved provider of Aged Care

1.1 Complete relevant application form/s

1.2 Receive decision letter from the Department of Health
1.3 Complete the My Aged Care Organisation Administration Form
1.4 Receive confirmation that your services have been set up in the National Approved Provider System (receive NAPS)
1.5 Seek accreditation from the Australian Aged Care Quality Agency
1.6 Register for claiming of subsidies through the Department of Human Services (DHS)

2. Being allocated residential aged care places

2.1 Apply for new places in an Aged Care Allocation Round (ACAR)
2.2 Receive a transfer of existing places
2.3 Operationalise provisionally allocated places:

  • submit progress reports
  • apply for extensions
  • apply for places to take effect

3. Accessing and setting up the My Aged Care Provider Portal

3.1 Request authenticated access (Auskey/VANguard)
3.2 Set up and configure the provider portal at the:

  • organisation level
  • outlet level
  • service item level

3.3 Create and edit staff details
3.4 Set up preferences for managing tasks and notifications

Providing a Service

4. Manage service referrals

4.1 Team Leader receives, views and actions referral:

  • accept
  • accept to wait list
  • reject
  • revoke after acceptance

4.2 Manage wait lists
4.3 Process a new resident's application
4.4 Add client service information
4.5 Provide client with advice on aged care home fees

5. Commence Care

5.1 Offer client a Resident Agreement
5.2 Enter into an Accommodation Agreement with the client (within 28 days of care commencement)
5.3 Admit client and set up their care plan
5.4 Request a review of a client's Support Plan

Claiming

6. Claiming/financial management

6.1 Register a new care recipient (within 28 days of care commencement) with DHS by:

  • submitting an Aged Care Entry Record (ACER) through online claiming
  • scanning/emailing completed form

6.2 Appraise a client's need for care - Aged Care Funding Instrument (within 28 days of care commencement)
6.3 Submit a monthly claim for payment
6.4 Apply for additional supplement funding (if applicable)

7. Actioning an ACFI Notification

7.1 Receive notification from Health of an upcoming ACFI review (phone call and provider portal notification)
7.2 Submit additional ACFI supporting documentation (if requested)
7.3 Receive notification of review decision through provider portal
7.4 Request an ACFI reconsideration (where appropriate)

Ongoing Administration

8. Client and organisational management

8.1 Update details:

  • maintain service information
  • notify Health of changes including organisational structure, ABN or address

8.2 Request a care extension
8.3 Process a client changing providers
8.3 Transfer aged care places from/to another provider
8.4 Apply for capital grant funding from the Rural, Regional and Other Special Needs Building Fund
8.5 Combine services

Reviewing and Reporting

9. Reviewing and reporting

9.1 Submit an annual Aged Care Financial Report (ACFR) (including the Annual Prudential Compliance Statement) and General Purpose Financial Report (GPFR)

9.2 Participate in re-accreditation audits

Note that although this wheel is reviewed regularly, the information provided is not exhaustive and all approved residential care providers should refer to the Aged Care Act 1997 for guidance on their responsibilities.

Short-Term Restorative Care (STRC) – My Aged Care Participant Journey Wheel

Getting Started

1. Becoming an approved provider of Aged Care

1.1 Complete relevant application form/s

1.2 Receive decision letter from the Department of Health
1.3 Complete the My Aged Care Organisation Administration Form
1.4 Receive confirmation that your services have been set up in the National Approved Provider System (receive NAPS)
1.5 Register for claiming of subsidies through the Department of Human Services (DHS)

2. Be allocated flexible care (STRC) places

2.1 Apply for new places in an Aged Care Allocation Round (ACAR)
2.2 Receive a transfer of existing places
2.3 Operationalise provisionally allocated places:

  • submit progress reports

  • apply for extensions

  • apply for places to take effect

3. Accessing and setting up the My Aged Care Provider Portal

3.1 Request authenticated access (Auskey/VANguard)
3.2 Set up and configure the provider portal at the:

3.3 Create and edit staff details
3.4 Set up preferences for managing tasks and notifications

Providing a Service

4. Manage service referrals

4.1 Team Leader receives, views and actions referral:

4.2 Add client service information
4.3 Manage wait lists

5. Service Delivery

5.1 Offer client a flexible care agreement including a care plan and fees payable by client

5.2 Complete Functional Review (entry) of client
5.3 Commence service/s provision
5.4 Complete functional review (exit) of client
5.5 Prepare and execute client exit strategy
5.6 Submit a monthly subsidy claim form to DHS

Ongoing Administration

6. Ongoing organisation management

6.1 Update details:

  • maintain service information
  • notify Health of changes to the org

6.2 Request a care extension
6.3 Transfer aged care placed from/to another provider

Reviewing and Reporting

7. Reviewing and reporting

7.1 Submit an annual Aged Care Financial Report (ACFR)
7.2 Quality reviews (if home care setting)

7.3 Participate in re-accreditation audits (if residential setting)

Note that although this wheel is reviewed regularly, the information provided is not exhaustive and should be read in conjunction with the STRC Programme Manual and the Aged Care Act 1997.