In this update:

Sector Development Team – Update – Best Practice – 28 & 29 November 2019 WestVicPHN – Regional Mental Health and Suicide Prevention Plan Consultation 2019 Dementia Australia: Walking safely with dementia Department of Health – Aged Care – Managing your CHSP service information in My Aged Care: service delivery areas – CHSP Program manual update – Grandfathered clients data collection reminder – Provide your feedback on the future of aged care system navigation – CHSP audits – providers’ delivery practices as they relate to achieving a client’s wellness & reablement – Charter of Aged Care Rights – Information for CHSP Providers Information for the Aged Care Sector: Issue #2019/13 Aged Care Quality Bulletin 2019 LGPro Customer Service Award Finalists – West Wimmera Shire Council
Sector Development Team – Things to note…
Save the Date: Grampians Best Practice Conference 28 and 29 November 2019
We are planning a 2 day best practice to be held in Creswick on 28 and 29 November 2019. Confirmation will follow, but please mark these dates in your diary.
If there are any specific areas that you would be interested in hearing about please email us at:

Regional Mental Health and Suicide Prevention Plan Consultation 2019

Primary Health Networks (PHNs) and Health Services are required to develop joint Regional Mental Health and Suicide Prevention Plans. The Governance group for the West Victoria region will develop an initial plan by mid-2020. The plan seeks to
  • Identify gaps and shared priorities;
  • Focus on integration between services and how to work better together; and
  • How to make better use of resources to meet regional needs.
Following both online and face-to-face consultations, we expect to have the plan ready for community consultation by early 2020. Survey: Please note: if you need mental health support, you can contact the following organisations:
  • Lifeline: 13 11 14
  • Beyond Blue: 1300 22 4636

Walking safely with dementia

Walking is a healthy activity that should be part of your everyday life. There is no need to stop walking even once you have been diagnosed with dementia.
Walking Safely with Dementia offers information, tips and strategies for you if you are living with dementia, and also for your family and carers. It suggests ways you can walk safely and how we as a community can help if you become lost or disoriented. Find the resource here: Walking safely with dementia
Department of Health – Aged Care

Managing your CHSP service information in My Aged Care: service delivery areas

This factsheet provides information for Commonwealth Home Support Programme (CHSP) providers on managing service delivery area information for Australian Government funded service listings on My Aged Care. It covers how to ensure that the service information you set up in the My Aged Care service finder helps senior Australians, their families and carers to find Help at Home services in their area. The CHSP Program Manual states that service providers must: “Manage their service information via the My Aged Care provider portal to ensure accurate information is presented publicly through the My Aged Care service finders and to support appropriate referrals to services by the contact centre and RAS or ACAT assessors.” It is important that you ensure the service delivery area(s) is accurate in the My Aged Care provider portal. This information is publicly displayed in the service finder, and informs the referrals sent by contact centre staff and assessors.

CHSP program manual update

Updated CHSP Manual available now Updates have been made to the CHSP Manual to incorporate the:
  • extension of Victorian CHSP grant agreements (from 2019–2020)
  • transition to the Aged Care Quality Standards (from 1 July 2019)
  • introduction of the Charter of Aged Care Rights (from 1 July 2019)
  • developments in other areas (e.g. the need to record deceased clients in the My Aged Care online provider portal).
The updated CHSP Manual is effective 1 July 2019 until 30 June 2020.

‘Grandfathered clients’ data collection reminder

Data upload window for CHSP ‘grandfathered clients’ closes 23 October 2019 The My Aged Care Provider Portal will remain open until 11.59pm. No extensions will be possible. The Quick Reference Guide [updated 25 July 2019] is available to help providers upload and submit the data collection in the My Aged Care Provider Portal. For assistance, CHSP providers can contact the My Aged Care provider and assessor helpline on 1800 836 799. The helpline is available Monday to Friday between 8am to 8pm and Saturday from 10am to 2pm. Detailed information for CHSP providers on the registration of grandfathered clients is available on the department’s website.

Aged Care System Navigator Measure Feedback sought on discussion paper

Australian Healthcare Associates have developed a discussion paper on system navigator models. Feedback on the discussion paper will be used in the evaluation of the Aged Care System Navigator Measure and contribute to the aged care system navigation policy direction. Have your say by 16 September 2019 by completing either the: For further information, call Anna Bishop-Bailey or Shae Quirk on 1300 242 111 or email

Commonwealth Home Support Programme (CHSP) audit

The 1 July 2018 CHSP funding agreement requires the department to run annual audits of CHSP providers’ delivery practices as they relate to achieving a client’s wellness and reablement. An audit of up to 10% of providers has started, including collating and reviewing assessment, support plan and service delivery information. You may be contacted by the department if additional information is needed. The audit aims to provide the department with:
  • a detailed understanding of the support being given to clients
  • insight to care planning processes
  • data to inform future program design and management.
Contact your Funding Arrangement Manager if you have any queries related to the audit.

Signing the new Aged Care Charter

Providers have responsibilities to support consumers to understand the new Charter. Providers must:
  • give consumers a copy of the new Charter signed by the provider
  • assist the consumer to understand the Charter (how this is achieved by providers will depend on the needs of individual consumers)
  • ensure that the consumer or their authorised person has been given a reasonable opportunity to sign a copy of the Charter.
The purpose of requesting the consumer’s signature is to allow them to acknowledge they have received the Charter, had assistance to understand it and understand their rights. Consumers are not required to sign the Charter and can commence, and/or continue to receive care and services, even if they choose not to sign the Charter. Transitional arrangements for Commonwealth Home Support Programme (CHSP) providers:
  • from 1 July 2019, all requirements in relation to the Charter to be met for all new care recipients prior to the commencement of aged care services;
  • by 30 September 2019, all existing care recipients to be sent a copy of the Charter by their provider
  • by 30 June 2020, all existing care recipients to be assisted to understand the Charter and be given a reasonable opportunity to sign a copy of the Charter.
To assist providers with this requirement a Charter of Aged Care Rights Template for Signing is available in English and 18 languages to download. For further details on the legislative changes and the Charter, please see the User Rights Principles.


Resources are available to support the sector’s understanding of the Charter. A Charter of Aged Care Rights booklet has been designed to support understanding of the new Charter of Aged Care Rights. The content informs aged care consumers of their rights and how to exercise them. The booklet also includes some information about aged care consumer responsibilities.
Commissioner’s Message – Aged Care Quality Standards – Publication of Serious Risk decisions on our website – New ways of collecting feedback about home services – Heater burn alert – Commission website updates: assessment contact risk screening questionsnew case studiesGuide to Assessment of CHSP services – News and Resources: AAIC Satellite Symposium Conference 25-27 SeptemberWalking safely with dementia – Serious Incident Response Scheme (SIRS): Consultation; Research study