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NACA Aged Care Gateway Update

A 'point in time' update from the National Aged Care Alliance (NACA) Aged Care Gateway Advisory Group.

Aged Care Gateway Update April 2013

Please note this report reflects a ‘point in time’ update from the National Aged Care Alliance (NACA) Aged Care Gateway Advisory Group. Work on the Gateway is happening at a rapid rate and information in this report may well change as a result of consultations with the Advisory Group and other key stakeholders.

Previous NACA Gateway Advisory Group Communiques and Discussion/Advisory papers have outlined the service delivery model of the Gateway. This report provides information on what is being considered for Aged Care Gateway Operations for Day One – 1 July 2013.

The My Aged Care Website

The website will provide clear, consistent and reliable information on aged care for consumers and include content on healthy and active living. The website will assist consumers to make informed decisions about their aged care needs and will include a new fee estimator to help consumers better understand the potential cost for residential care now and after the proposed 2014 changes. It will include service finders (ported from Aged CareAustraliawebsite) for community care providers, residential providers and ACATs. The existing websites, Aged CareAustraliaand the Seniors Portal, will be decommissioned.

Testing has been completed for both the draft webpages and the creative concepts. A range of people from the community drawn from a very broad demographic, with ages ranging from 36 to 89, people from rural and remote areas and people who identified as CALD, Aboriginal and Torres Strait Islander or LGBTI,  representatives from NACA, Health Direct Australia and DoHA were involved in the testing. Content development is underway.

National Contact Centre

DoHAhas engaged HealthdirectAustraliato procure and manage a contact centre service provider. Tenders have closed and announcement of the preferred provider is imminent. The contact centre on Day 1 will provide general information on aged care, including access, eligibility, fees and rights and assist consumers in navigating the website and coordinate orders for hard-copy publications. The contact centre will help consumers locate and contact local assessors and service providers and wherever possible look to warm transfer calls.

The existing national number for information on aged care (1800 200 422) and the previous Aged Care Information Line (1800 500 853) will be transferred from CRCCs to the Contact Centre. 1800 200 422 will be the number promoted on the My Aged Care website and future publications. Carers will still be able to call CRCCs directly on 1800 052 222 for carer support and respite and 1800 059 059 for after-hours emergency respite assistance. CRCCs will be capable of warm transferring calls to the contact centre where people are requesting national level aged care information. Discussions are underway betweenDoHAand State Jurisdictions regarding linkages with existing Access Points during the transition phase (and beyond for Victoria and WA.) The service provider line for fees and charges (1800 900 544) will be decommissioned as providers will be able to call the contact centre directly.


On July 1 2013 the contact centre will NOT:

  • Have      access to a client record or any service provider records
  • Conduct      assessments over the phone or face to face
  • Provide      information on service availability
  • Provide      financial, legal or medical advice.


The contact centre will operate between 8am-8pm on weekdays and 10am-2pm on Saturdays (nationally). It will be closed on Sundays and national public holidays.

The Department is planning a low key launch on 1 July 2013. It is likely that more significant promotional activity will be planned for the roll-out of the assessment framework and tool and the direct engagement of assessors byDoHA(under a purchaser-provider model) on 1 July 2014.

Client Record

Under the staged implementation, the earliest that registration for a central client record will be possible is April 2014. In the interim, contact records will be created for each interaction with the contact centre. The contact record will not be verified by points of identification and will not be available outside the contact centre. The privacy implications of collecting information and the manner in which this can be dealt with in the absence of formal authentication raises a number of complex issues which the Department is currently working through.


The development of a central client record will facilitate electronic referral to aged care services providers and assessors from April 2014 at the earliest. In the interim, the contact centre will manually refer consumers. Prior to going live the Department will be seeking to confirm the integrity of the data held with approved service providers and HACC providers. 

Assessment Framework and Tool

The Assessment Framework and Tool for Aged Care field trials will commence in mid-April at the following sites:

NSW:HunterValleyand Central Coast Community Care Access Point

SA: Access to Home Care (with EthnicLink undertaking assessments for people from culturally and linguistically diverse backgrounds)

Tas: TasCare Point

Vic: Access Points in 1 LGA in the Eastern metro region and 1 LGA in Southern metro region.

The Department is also considering options for further developing the assessment tool to strengthen the re-ablement and Consumer Directed Care approach in consultation with the Aged Care Gateway Advisory Group. This work will help inform how aged care assessment is delivered through the Aged Care Gateway by 1 July 2014.

Linkage Service

Part of the LLLB aged care reform refers to the establishment of a Linking Service in early 2014 as part of the Gateway, which will assist vulnerable older people with multiple needs to access health, housing, disability, financial and aged care services. KPMG has been engaged to develop evidence-based options for the Linking Service which will inform the decision on the Linking Service Model and the development and implementation of the Linking Service.  A national round of consultations with stakeholders will take place between 29 April and 24 May 2013 across each state and territory in regional and metropolitan areas.



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