Do you need support to access aged care services?

Finding aged care information to help yourself, a family member or friend can be confusing and daunting, from information on private services to support offered by community organisations and the government – local, state and federal.

There are a number of ways people can get support to access the information they need about aged care services.

Agedcare Alternatives

Aged care Alternatives is a free information service that helps people to find, access and understand information about aged care services, for example:

  • services that will help you remain safe in your community
  • housing options available for you in your retirement
  • planning your future
  • supports and programs offered through the Australian Government’s My Agedcare system

If you require any assistance, in understanding the aged care pathway, please contact Agedcare Alternatives on 8408 4600 or check out our website.

My Aged Care

My Aged Care is the gateway to the Australian Government’s aged care system for older Australians. The My Aged Care website and Contact Centre (1800 200 422) provide information on ageing and aged care and how to access the Australian Government’s funded aged care services / programs.

The Contact Centre can also provide follow up support for a small proportion of clients through the Case Coordination Team.

The My Aged Care website has a Find a provider tool that you can use to search for a service provider in your area and also which provider delivers specialised care.

Services Australia

An Aged Care Specialist Officer (ACSO) can help with your aged care matters.

The face-to-face care support is available at dedicated Services Australia service centres.

Depending on where you’re located, ACSOs can provide the following support:

  • in-depth information on the different types of aged care services
  • checking your eligibility for services and making a referral for an aged care assessment
  • helping you appoint a representative for My Aged Care
  • providing detailed financial information about aged care services and what costs and fees you may need to pay
  • connecting you to local support services.

You can book a free appointment to speak to an Aged Care Specialist Officer (ACSO) in person by calling 1800 227 475 on weekdays from 8am to 5pm.

You can visit the Services Australia website for more information on the latest ACSO locations.

Financial Information Service Officers can help you plan for your future financial needs.

They can help you:

  • make informed financial decisions
  • understand the results of your decisions in the short and long term
  • prepare for retirement, even while you’re still working
  • take control of your finances to increase lifestyle choices.

Care Finder program

The care finder program aims to deliver specialist and intensive assistance to help people to understand and access aged care and connect with other relevant supports.

The program will specifically target senior Australians who are homeless or at risk of homelessness or have multiple reasons for requiring intensive support to interact with My Aged Care, access aged care services and/or access other relevant supports in the community. 

Reasons for requiring intensive support may include:

  • isolation or no support person (e.g., carer, family, or representative) who they are comfortable to act on their behalf and/or who is willing and able to support them to access aged care services via My Aged Care
  • communication barriers, including limited literacy skills
  • difficulty processing information to make decisions
  • resistance to engage with aged care for any reason and their safety is at immediate risk or they may end up in a crisis situation within the next year  
  • past experiences that mean they are hesitant to engage with aged care, institutions, or government.

The My Aged Care website has more information on the care finder program.

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