any previous assessment or service information collected by the WA intake point. ACATs will transition to My Aged Care in 2015. Service providers in Western Australia The Western Australian HACC program will not be represented in the service finders, and HACC providers will not receive electronic referrals for HACC services CHSP providers will be able to manage their service information, which will be represented in the service finders on the My Aged Care website. CHSP providers will not receive electronic referrals from My Aged Care HCP, TCP and Residential providers will receive referrals via the My Aged Care provider portal in line with the national (outlined in Section 3.2.2). The Department will continue to work with the Western Australian government to work towards utilisation of My Aged Care for the purposes of creating a central client record, screening, assessment and referral for services. How My Aged Care will support people with diverse needs My Aged Care will support people with diverse needs in the following ways: Translated materials are available on the My Aged Care website and people can access the Translating and Interpreting Service (TIS). People who prefer to communicate in a language other than English can phone the TIS on 131 450. TIS staff will facilitate a call to the My Aged Care contact centre on the person's behalf The National Relay Service is available for people who are deaf, or hearing or speech impaired Training has been provided to My Aged Care contact centre 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 centre 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.
Further support The Department has developed a range of materials and supporting mechanisms, including videos, FAQs, User Guides, and fact sheets to help assessors understand how to use the provider portal. These materials are available from dss.gov.au/MyAgedCare. The My Aged Care service provider and assessor helpline (1800 836 799) can also assist with enquiries relating to the My Aged Care system and provide technical support. The helpline will be available between 8am to 8pm Monday to Friday and 10am to 2pm Saturday, local time across Australia. Assessor portal overview The My Aged Care assessor portal is used to: Create client records (in certain circumstances) Manage referrals for assessment issued by My Aged Care contact centre staff Access and update client records Conduct assessments (home support and comprehensive) the NSAF Develop a Support Plans Support Delegation processes (after comprehensive assessments), including sending the Delegate decision letters Refer clients for aged care services or further assessment Generate reports Access forms (e.g. Application form). From July 2015, assessment organisations will be able to access the myAssessor App or a printed version of the NSAF to support assessments to be conducted in circumstances where the assessor does not have access to the internet. Further information about the myAssessor App is available at Attachment C of the My Aged Care Assessor Portal User Guide – Part Two. Staff must have an individual AUSkey linked to their organisation to access the assessor portal. For more information, visit https://abr.gov.au/AUSkey/. Roles and functions in the assessor portal The level of access to functions in the assessor portal depends on the role a person is assigned in the assessor portal. A person may be allocated more than one role in the assessor portal. The roles should be assigned in accordance with the role the person performs in their organisation, and the completion of associated training. For the RAS, roles in the assessor portal include:
process. The priority status is based on a client’s level of function, the level of risk in relation to the care situation, and any other concerns that are relevant to the client’s presentation. It is the role of the assessor to agree with or change the recommendation based on the client’s need. It is also the role of assessors to set client expectations about when services may commence. The timeframes for commencing services differ depending on the priority status, and providers are expected to work well within the timeframes to provide services to clients. Assessors will be expected to follow up with service providers who do not meet these timeframes, in some instances. Thirteen: Priority status for CHSP providers Priority Status Timeframe to manage referrals (accept, reject, waitlist) Timeframe to commence services Timeframe to update service delivery information in client record High 3 calendar days 2 calendar days after accepted 14 calendar days after accepted Medium 3 calendar days 5 calendar days after accepted 14 calendar days after accepted Low 3 calendar days 10 calendar days after accepted 14 calendar days accepted Table Fourteen: Priority status for HCP, Residential and TCP providers Priority Status Timeframe to manage referrals (accept, reject, waitlist) Timeframe to commence services Timeframe to update service delivery information in client record High 3 calendar days 2 calendar days accepted 14 calendar days after accepted Medium 3 calendar days 14 calendar days after accepted 14 calendar days accepted Low 3 calendar days 28 calendar days after accepted 14 calendar days after accepted Reviewing client needs Requested review Clients, contact centre staff, RAS, and service providers can request that the RAS undertake a review of a client’s Support Plan. To request a review, service providers should contact the RAS who undertook the initial assessment (via phone). When a client has been referred directly to CHSP services after screening (by the contact centre), a request for a review should be made to the contact centre.