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Summary of My Aged Care System Changes

20 January 2020

This summary document is intended to assist service providers and assessors in understanding

the changes made to the My Aged Care system on 20 January 2020.

This release is focussed on delivering the remainder of the budget measures announced as part

of the 2018/19 Budget and high priority system enhancements to improve the usability of the

My Aged Care system. The changes include:

Introduction of the Apply for an Assessment Online form on the My Aged Care website to enable consumers to register with My Aged Care and apply for their first assessment online as an alternative to calling the My Aged Care contact centre.

Consumers will be able to nominate representatives through the Apply for an Assessment Online form, and assessors can complete the setup of these relationships in the assessor portal and myAssessor application.

The myAssessor application will be enhanced to enable assessors to register and set up regular and authorised representatives in both online and offline mode.

Introduction of an annual notification in the provider portal to remind home care providers to review or update home care pricing information for their services.

Improvements to the information available to consumers and assessors when searching for services by enabling service providers to indicate whether they offer different specialised service offerings against each service.

Availability of information as provided by Commonwealth Home Support Programme (CHSP) providers about clients in service prior to 1 July 2015.

Introduction of myGovID as a supported login option for assessors and providers when accessing the My Aged Care portals, in preparation for the phasing out of AUSkey in March 2020.

Please note: If accessing this document electronically, clicking on the changes above will take

you to the relevant section that provides further information on the change.

All relevant guidance documentation (including user guides and quick reference guides) have

been updated to support this system release and are available on the department’s website.

A short summary is available at the end of this document outlining which guidance documents

have been updated as part of this release.

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Improving the My Aged Care website and referral process

What? Why?

Introduction of the Apply for an Assessment Online form – My Aged Care website

The My Aged Care website will have a new form that allows consumers to register with My Aged Care and apply for their first assessment online for themselves or on behalf of a family member or friend.

Clients and their support network who are interested in applying for a My Aged Care assessment online in their own time can use the online form as an alternative to calling the My Aged Care contact centre.

The My Aged Care system will automatically process the Apply for an Assessment Online form and register the client and any nominated representatives. Where the form successfully processes, a referral for assessment will be automatically issued to the appropriate assessment organisation.

A fact sheet detailing what is changing for assessors in relation to this functionality will be published on the department’s website shortly.

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Enhancing My Aged Care assessor portal and myAssessor app functionality

What? Why?

Complete setup of pending representative relationships – Assessor portal and myAssessor application

When consumers complete the Apply for an Assessment Online form, they may choose to nominate a representative to interact with My Aged Care on their behalf.

Where a representative is nominated using this form, they will be created in My Aged Care as a ‘pending’ representative on the consumer’s record. The relationship is ‘pending’ as consent to establish the relationship has not been captured from either the consumer or the nominated representative. A pending representative relationship must be activated by assessors in My Aged Care before a representative can commence acting on behalf of a consumer.

Changes in the Assessor portal

An information banner will be displayed to assessors and team leaders where a consumer has pending representatives on expanded view for referrals, assessments and reviews, or from the ‘Client summary’ tab in the client record:

Pending representatives will be displayed in the ‘Representatives’ section on the ‘Client details’ tab in the client record:

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Enhancing My Aged Care assessor portal and myAssessor app functionality

What? Why?

Assessors and team leaders can activate pending representative relationships by selecting ‘Activate’ on the pending representative record and indicating that the remaining consent to register and establish the relationship has been provided.

Assessors must obtain consent from the appropriate person to establish a regular representative relationship.

Changes in the myAssessor application

In the myAssessor application, assessors will see a warning icon next to the

‘Relationships’ menu item if a consumer has pending representatives, and can

activate or remove a pending representative relationship from the

‘Relationships’ page.

More information about this functionality is available in the Quick Reference

Guides for Registering and adding relationships and Managing referrals for

assessment and support plan reviews for ACAT assessors, Registering and

adding relationships and Managing referrals for assessment and support plan

reviews for RAS assessors and the myAssessor App User Guide.

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Enhancing My Aged Care assessor portal and myAssessor app functionality

What? Why?

Ability to register and set up representatives – myAssessor application

Currently assessors are not able to view, register or set up representative relationships in the myAssessor application.

Changes have been made to expand the functionality of the myAssessor application and assessors will now be able to view, register and set up representative relationships, under a new section in downloaded client referrals called ‘Relationships’.

Representatives can be set up in both online and offline mode. For representatives created offline, assessors must ensure to register or link the representative record to an existing record when online and complete the setup of the relationship before uploading the client’s assessment.

For detailed information on this new functionality and related processes see the myAssessor App User Guide.

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Improving information in the My Aged Care portals and service finders

What? Why?

Reminder notification to home care providers to review or update pricing information – Provider portal

Home care service providers are required to review and if required, update their pricing information annually.

Home care providers will be reminded to review or update home care pricing schedules for operational home care service items if they have not been reviewed or updated in the last 11 months.

Outlet and organisation administrators will receive a ‘HCP annual pricing review’ task notifying them which services (in the outlet or organisation) are required to be reviewed. The task will close once all relevant services have been reviewed.

To assist providers in identifying all services requiring review, a ‘Review pricing information – Home Care Service Items’ report is available from the ‘Reports and documents’ tile. This report can be generated at the outlet or organisation level, respectively.

Please see Quick Reference Guide – Viewing, actioning and managing preference for Tasks and Notifications for guidance on viewing and managing your tasks and notifications, including setting up email notifications.

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Improving information in the My Aged Care portals and service finders

What? Why?

Ability for service providers to display specialised service offerings – Provider and assessor portals

Improvements have been made to the service information that will be available to consumers and assessors when they searching for services using the Find a provider tool on the My Aged Care website and service finder in the assessor portal.

Service providers can now indicate whether they offer different specialised service offerings against each of their services.

A number of the new specialised services were previously available under ‘Diverse needs’. Where service providers had already indicated one of these specialisations, this information will be maintained in My Aged Care and will not need to be re-selected.

This information can be updated by provider Organisation or Outlet Administrators under the ‘Specialised services’ section when editing service item information.

Assessors will also be able select specialised services as part of their search criteria and view specialised service offerings when searching for services in the assessor portal.

Availability of information collected about clients in CHSP services prior to 1 July 2015 – Assessor and provider portals

The department collected information from Commonwealth Home Support Program (CHSP) providers between July and November 2019 about clients who were receiving CHSP services prior to 1 July 2015. This information will now be available in My Aged Care for assessors and providers to view. Providers will only be able to view information for clients they have submitted information about and are providing services to. Please note, providers will be unable to request support plan reviews for clients who have not had an assessment with My Aged Care, and will be required to call the My Aged Care contact centre.

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Improving access to the My Aged Care assessor and provider portals

What? Why?

myGovID as an alternative login option – Assessor and provider portals

To support the decommissioning of AUSkey as an authentication option for the My Aged Care portals in March 2020, myGovID is being introduced as a supported login option for My Aged Care.

Assessors and providers will now see the myGovID tile when accessing the My Aged Care portals.

Please note, My Aged Care portal users will not be able access My Aged Care through this new option until they complete administrative set up.

For further information on myGovID and the phasing out of AUSkey please

see the Australian Taxation Office’s website.

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FURTHER INFORMATION OR SUPPORT

For technical support and assistance, the My Aged Care Service Provider and Assessor helpline

is available by calling 1800 836 799.

The following user documentation has been updated as part of this release. Select the document

names to access them electronically.

Clients and Representatives

My Aged Care Client Portal User Guide

Navigating the My Aged Care Client Portal as a Representative

Accessing the My Aged Care Client Portal

ACAT Assessors

Quick Reference Guide 2 – Registering Representatives and Adding Relationships

Quick Reference Guide 3 - Managing referrals for assessment and support plan reviews

Quick Reference Guide 8 - Referring for services

RAS Assessors

Quick Reference Guide 2 - Registering Representatives and Adding Relationships

Quick Reference Guide 3 - Managing referrals for assessment and support plan reviews

Quick Reference Guide 8 - Referring for services

Service Providers

My Aged Care Provider Portal User Guide: Part One – Administrator functions

My Aged Care Provider Portal User Guide: Part Two – Team Leader and Staff Member functions

Quick Reference Guide – Create service delivery outlets and add service information using the My Aged Care provider portal

General

My Aged Care Assessor Portal: Organisation Administrator User Guide

My Aged Care – Key Terms

Logging in to the My Aged Care Assessor Portal using myGovID

Logging in to the My Aged Care Provider Portal using myGovID

Logging in to My Aged Care portals using VANguard FAS (assessors and providers)

Dual portal access to My Aged Care