New in-person support at Services Australia to help navigate My Aged Care website

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After years of complaints about navigating the complexities of the Federal Government’s My Aged Care website, the Federal Government is finally rolling out face-to-face support starting from next week.

Health and Aged Care Minister Greg Hunt has announced that from 1 November, specially trained aged care specialist officers will be at an initial 15 Service Australia offices to help negotiate My Aged Care.

“Planning for aged care can be overwhelming for many senior Australians and their families. The new My Aged Care face-to-face service allows seniors and their representatives to sit down with a service specialist and talk through their aged care needs,” he said.

The Services Australia outlets to offer the in-person My Aged Care service are:

  • Woden, ACT,
  • Coffs Harbour, NSW
  • Hurstville, NSW
  • Wallsend, NSW
  • Orange, NSW
  • Airport West, Vic
  • Shepparton, Vic
  • Glen Waverley, Vic
  • Maroochydore, Qld
  • Nerang, Qld
  • Townsville, Qld
  • Darwin, NT
  • Fremantle, WA
  • Norwood, SA
  • Launceston, Tas

The My Aged Care face-to-face service will expand to 80 sites by December 2022, with 10 aged care specialist officers providing outreach support to senior Australians in rural and remote areas.

“We’ve seen through the aged care navigator trials how important it is to offer a face-to-face service. And that support has been very well received, with more than 100,000 people getting help to understand, engage with and access the aged care system,” said Senior Australians and Aged Care Services Minister, Richard Colbeck.

“Alongside the introduction of the My Aged Care face to face service, we are extending the navigator trials with a greater focus on individual and intensive support from staff in local community organisations for isolated clients who could otherwise fall through the cracks when trying to move through the system.”

The Federal Government is extending the aged care navigator trials, led by COTA Australia with 22 community organisations, to December 2022, with the trials to inform the design of the national care finder program which will begin in January 2023.

COTA Australia CEO Ian Yates welcomed the in-person My Aged Care Service, adding it was an important recommendation from the Royal Commission into Aged Care and Safety.

You can make an appointment to speak with an aged care specialist at one of the participating sites by calling Services Australia on 1800 227 475.