FAQ

How do I Access Wollondilly Support and Community Care Inc. Services?

Wollondilly Support and Community Care Inc. take referrals from the My Aged Care Gateway.

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 center (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 Program (CHSP).

My Aged Care contact center 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 center 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 center 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 center open?

The My Aged Care contact center is open from 8am – 8pm Monday to Friday and from 10am – 2pm Saturday, local time across Australia. Where is the My Aged Care contact center located and how is it staffed? Health direct Australia has been engaged by the Department of Social Services to deliver and manage the: My Aged Care website; and My Aged Care contact center. The My Aged Care contact center has two locations, one in Box Hill, Victoria and the other on the Gold Coast, Queensland.

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

Yes. Telephone calls to the My Aged Care contact center will be answered directly by a contact center 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. Wollondilly Support and Community Care can provide 1 to 1 support when accessing My Aged Care, just ask one of our friendly staff to assist.

Do 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.

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

From 1 July 2015, Commonwealth Home Support Program 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 Program 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 center 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.

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 center staff to Commonwealth Home Support Program 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.

 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 center 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 Commonwealth Home Support Program 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.

 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 center 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 center 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 center, 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.

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.

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 center 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 center staff and assessors to refer clients for service(s).

Using the My Aged Care portals

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.

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 center 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 center 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 center, 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:

Visit the National Relay Service website to choose a preferred access point.

Ask for My Aged Care on 1800 200 422.

Questions about the NDIS

The National Disability Insurance Scheme (NDIS) will deliver life-long, individualised supports and services to people with disability in Australia. The Scheme is designed to ensure you have genuine choice and control when it comes to deciding the services and supports you receive. Run by the National Disability Insurance Agency (NDIA), the NDIS enables you to plan, choose and make decisions around your support needs and then manage your supports. As a long-time practitioner of person-centeredness, Wollondilly Support and Community Care Inc. strongly supports the NDIS. The NDIS represents an exciting time, however you may have lots of things you’d like to know about this Scheme.

What is the NDIS?

The NDIS is an Australian Government scheme that provides a new way for people with disability to live the life they choose. The NDIS enables people with disability to access supports through an individualised funding package. It will give people with a disability the opportunity to make the decisions about their supports, including who will provide them.

What is the NDIA and what does it do?

The National Disability Insurance Agency (NDIA) manages the NDIS. The NDIA engages directly with people with a disability and their families to complete individualised plans and provide funded supports if required. Every plan will be different because it is tailored to address each individual’s goals and needs.

Who is eligible to access the NDIS?

An Australian citizen, living in Australia, holds a permanent visa and who: • Has a permanent disability that significantly affects their ability to take part in everyday activities • Is aged less than 65 when they first access the scheme.

When will the NDIS affect me?

From July 2016 the NDIS will begin to be available across NSW. To find out when your area will transition to the NDIS, visit www.ndis.nsw.gov.au or call Wollondilly Support and Community Care Inc. on 02 46 772 524.

How do I register to receive funding under the NDIS?

You can call the NDIA on 1800 800 110 to find out if you’re eligible. You can also check your eligibility by going to My Access Checker. If you are eligible, you will be sent forms to complete and return to the NDIA, who will then process your registration. If you are already an WSACCI client, there is a slightly different process – a local staff member will be in contact with you before your area transitions into the NDIS.

When will I receive the funding?

You will begin to receive NDIS funding after you have completed your plan with the NDIA and the plan has been approved.

How long does a plan last?

Each plan is developed with you to cover supports for 12 months. However, if significant changes to a plan are required, based on your new situation, a change in health conditions, or you need more time to fully explore your support options, then the timing of a new plan can be brought forward or extended.

What kinds of supports be funded under the NDIS?

The NDIS will provide funding for Core (or everyday) supports, Capacity Building supports (to improve skills and independence), and Capital (to improve access and independence).

The types of supports that the NDIS may fund for participants include:

• Transport to enable participation in community, social, economic and daily life activities;

• Workplace help to allow a participant to successfully get or keep employment or supported employment;

• Therapeutic supports including behaviour support;

• Help with household tasks to allow the participant to maintain their home environment;

• Help for a participant by personnel skilled in aids or equipment assessment, set up and training;

• Home modification design and installation;

• Mobility equipment; and

• Vehicle modifications.

Do I have to manage my own money in my plan?

No, you don’t. If you decide you don’t want to manage the money you get for the supports in the plan, you can: • Ask the NDIA to allocate a support person to help you manage your plan • Nominate another person to help you manage your plan Managing your funding can involve making payments to providers, expense claims processing, invoicing and monthly reports. The NDIA will be able to offer you some advice on using your funding and how to access the services you choose. Providers such as Wollondilly Support and Community Care Inc. can also give you guidance.

Will the funding be put directly into my bank account or will it be given to organisations for me?

If you choose to manage your funding, you will need to open a separate bank account just for your NDIS funds. The NDIA will put the money into this new account and you will then pay organisations for the supports they provide to you. If you decide to have your plan managed for you, or if you require support to manage your funds, then the organisations you have chosen will be given the money directly by the NDIA to cover the cost of your supports.

Are there different ways in which my NDIS Plan and Budget can be managed?

Yes there are different ways. You have choice and the control over how you use funding for supports in your NDIS Plan. That includes choice of how the supports are provided and which service providers you use. There are five ways that plans can be managed.

1. NDIA Managed – this is where a provider like Wollondilly Support and Community Care Inc. claims directly from the NDIA for the services we provide to you.

2. Plan Managed – Wollondilly Support and Community Care Inc. is a NDIA Registered Plan Manager and can manage the transaction process and purchasing process of services delivered by WSACCI, and/or for services you are receiving from another provider but you need assistance to help manage the transaction and relationship with that provider.

3. Self-Managed – you (or your nominee) can directly manage the funds; all transactions are completed by the participant for services rendered.

4. Automated Payments (transport only) – these funds can be deposited into an NDIS bank account weekly, fortnightly or monthly.

5. Combination – a combination of the above four options can be used together.

Wollondilly Support and Community Care Inc. and NDIS

How can Wollondilly Support and Community Care Inc. (WSACCI) help?

WSACCI offers individually tailored and flexible services to support the needs of our clients, including those moving onto an NDIS plan.

We can offer you:

• Individualised services tailored in the way you choose

• Expertise in providing a broad range of services

• Access to experienced staff who are reliable and responsive

• The benefits of our focus on inclusion and ensuring active community participation and interactions

• Flexibility in our service delivery to meet your specific requirements

• Supports that focus on delivering results and helping you meet your goals

I am already a WSACCI service user; will my current support change once I come across to NDIS?

The NDIA will contact you to discuss the supports you are currently receiving (Wollondilly Support and Community Care Inc. can help you with this). If you are happy with the support you currently receive from WSACCI and the same supports are identified in your plan with NDIA then you can choose to continue to receive these same supports.

What happens if I am an existing Wollondilly Support and Community Care Inc. service user but am not eligible for support from NDIA?

If you are not eligible for the NDIS but are already receiving support from WSACCI, you will still be able to access the same level of supports you already have in place. Governments have agreed that no one should be disadvantaged by transitioning to the NDIS and are currently finalizing arrangements for how this will work.

What can I do to help ensure I receive continuity of support?

Wollondilly Support and Community Care Inc. is providing all our existing clients with support from our Special Needs Coordinator. You can contact Wollondilly Support and Community Care Inc. on 02 46 772 524 to ask for our Special Needs Coordinator. They can arrange a time to meet with you to discuss your current services, and future services we can offer you under the NDIS.

If I choose WSACCI to be my plan manager can I have my financial statements explained to me?

If WSACCI is your plan management provider (managing your funding) we will provide regular statements to you. These statements are presented in a clear and easy format. Our staff are happy to explain the information on the statements to you.

Wollondilly Support and Community Care Inc. under the NDIS

Can I pay for services provided by Wollondilly Support and Community Inc. out of my own pocket?

Yes you can. From time to time, you may identify a service or need that isn’t covered by your NDIS Plan. In this case, you can sit down with Wollondilly Support and Community Care Inc. to discuss that need and we can determine a quote for providing that service. Talk to our Special Needs Coordinator on 0246 772 524  if you would like more information.

Will I still need to pay rent and utility costs such as electricity, gas and phone costs?

Yes you will. The NDIS does not cover these costs and as has been the case in the past, if you have been paying for these costs, this will continue under the NDIS. NDIS and the Pension

Will the NDIS Impact my Disability Support Pension?

No it won’t. The NDIS will not replace the disability support pension. The NDIS is a separate national fund created to finance your reasonable and necessary support needs and associated aids and equipment. The NDIS is not means tested and as such, anyone who is eligible can apply for assistance; regardless of the disability support pension or level of personal income.

Will the NDIS Impact my Mobility Allowance?

Yes it will. The NDIS will be financing the Mobility Allowance, so it is important that your NDIS Plan includes funding that would have traditionally been paid by Centrelink as an allowance to you for transport. When you transition to the NDIS and your NDIS Plan has been completed, Centrelink will cease providing your Mobility Allowance. It is our understanding that the NDIA will contact Centrelink on your behalf to check if you are receiving the Mobility Allowance. Your ongoing transport supports will then be discussed through your NDIS planning process

What should I do next?

If you need more information about the NDIS and how to get the most out of the scheme, contact Wollondilly Support and Community Care Inc. for a confidential discussion on 02 46 772 524