Victorian Assessment Forums Raj Martin, Director Policy and Design Section, Access Reform Branch, DoH Deb Warren, Project Manager My Aged Care in Victoria, DHHS April 2016

Format for today’s session What we will cover: 1. My Aged Care – overview. 2.The role of DHHS as the Manager of the delivery of Home Support Assessment Services in Victoria, on behalf of the Commonwealth, for the period July 2016 to June An overview of the work in progress – the Commonwealth DoH and Victorian DHHS Agreement on the Assessment Arrangements for Victoria. 4.Change Management Tasks and Timeframes for the 1 July transition. 5.Q&A.

The vision for My Aged Care “To make it easier for older people, their families, and carers to access information on ageing and aged care, have their needs assessed and be supported to locate and access services available to them.”

About My Aged Care and the changes introduced in 2015 My Aged Care was introduced on 1 July 2013 and assists older people, their families and carers to access information about aged care via the My Aged Care website ( and the My Aged Care contact centre ( ).My Aged Care websitewww.myagedcare.gov.au From July 2015, My Aged Care was expanded. The changes to My Aged Care included: a central client record to facilitate the collection and sharing of client information between the client and their representatives, assessors and service providers. the introduction of the My Aged Care Regional Assessment Service (RAS) to conduct face-to-face assessments of people seeking entry-level support at home, provided under the Commonwealth Home Support Programme (CHSP).

My Aged Care contact centre staff and assessors use the National Screening and Assessment Form (NSAF) to ensure a nationally consistent and holistic screening and assessment process. web-based My Aged Care portals for clients, assessors and service providers. Service finders on the My Aged Care website were enhanced to include information about non-Commonwealth funded services.

My Aged Care Operational Statistics From 1 July 2015 to 29 February 2016, there have been approximately: 471,000 calls to the My Aged Care Contact Centre 167,000 clients on My Aged Care to date 217,000 referrals to service 208,150 referrals to service accepted

Average call waiting times

My Aged Care - challenges Initial operational challenges (resolved September 2015) New functionality and system enhancements (R4 completed 4 April and R5 scheduled for mid-June) ACATs transitioned to full use of My Aged Care (February-March) Stability and system performance issues in early 2016 Behaviours that challenge the business model.

DHHS role You will continue to deal with DHHS, who will be accountable to the Commonwealth for the delivery of the Home Support Assessment Services across Victoria Operational issues will be the responsibility of DHHS – i.e. how Victoria meets the requirements specified in the funding agreement for assessment in Victoria. Assessment funds will flow through Victoria to Home Support Assessment Services. This will be via a Funding & Service Agreement between DHHS and your organisations. The Funding & Service Agreements will reflect requirements specified in the Commonwealth’s Regional Assessment Services Deed and the Agreed assessment arrangements for Victoria (to be reflected in the Funding Agreement between the Commonwealth and Victoria).

DHHS role In summary, for the 3 year transition period from July 2016 to June 2019 the role of DHHS will continue to be:  Resourcing  Facilitation  Problem solving - (solution focussed)  Coordination of the virtual RASs and providing the Governance structure and leadership for the 9 RAS Coordinating positions (for the 18 month period)  Providing the structure between the Victorian virtual RASs and the Commonwealth and future expectations

Victorian DHHS My Aged Care Organisation Administrator for virtual RASs & Assessment Outlets ACPRVirtual RAS Name Local Home Support Assessment Outlets Virtual RAS components Barwon South Western 13 Independent Assessment Outlets 9 Central Referral Distribution points (virtual outlets in the assessor portal connecting the outlets on the system to receive referrals from the Contact Centre– work in progress) 9 RAS Coordinators (role description, governance currently being developed) Eastern Metro 7 Independent Assessment Outlets Gippsland 10 Independent Assessment Outlets Grampians 14 Independent Assessment Outlets Hume 12 Independent Assessment Outlets Loddon Mallee 10 Independent Assessment Outlets Western Metro 8 Independent Assessment Outlets Southern Metro 10 Independent Assessment Outlets Northern Metro 8 Independent Assessment Outlets 9992 Independent Assessment Outlets

Regional Victorian RAS Coordinators 9 RAS Coordinator positions will be funded by DHHS for an 18 month period in each Virtual RAS The RAS Coordinator position will support the establishment of the virtual RAS and will be a key linking point between all current HAS in the region to operate as Victorian virtual RASs DHHS has approached and confirmed with a HAS in each region to be the funds holder and auspice agency for this position A position description and governance and reporting arrangements are currently being developed DHHS with the fund holder Councils aim to have these positions established no later than 31July 2016.

Regional Victorian RAS Coordinators Key tasks DHHS considers the RAS Coordinator will be responsible for include: Development of a sustainable mechanism for consistent information, data collection and analysis across the virtual RAS and within each assessment outlet Coordination of the establishment of the initial 18 month training plan for assessors. Standardised implementation of protocols and business processes across each of the outlets (primary documents other than those produced by DoH will be developed by DHHS in consultation with DoH). Ensuring the accurate use of the My Aged Care operating system for individual client records. Ongoing development of relationships and processes between the virtual RAS and the My Aged Care Contact Centre and ACAS. Important to note: RAS Coordinators will not be responsible for managing staff

Victorian Home Support Services Assessment Arrangements: the work in progress between the Commonwealth DoH and the Victorian DHHS as at 26 April 2016

Separation of assessment and service delivery functions The separation between assessment and service delivery functions is a national requirement for the provision of My Aged Care Regional Assessment Services (RAS). RAS providers who also provide CHSP or other aged care services are required to demonstrate how they manage conflicts of interest. HASs have until 31 December 2016 to reconfigure structures and systems to meet the separation requirements. DHHS will need to confirm with the Commonwealth that the intent (as articulated in the Policy for implementing independence) has been achieved from 31 December 2016.

Supporting systems and tools The following supporting systems and tools will be provided by the Commonwealth: The policies, business processes and guidelines associated with the delivery of assessment services The My Aged Care IT applications and infrastructure including a web based Assessor Portal, a National Screening and Assessment Form (NSAF), an offline myAssessor App, a Central Client Record, and service finders.

Assessment delivery Virtual RASs will be required to undertake assessment delivery with eligible clients which includes: Assessment of clients, with a reablement focus Creation of a support plan Matching and referral of assessed clients to appropriate Commonwealth Home Support Services Linking service support to assist clients with high levels of vulnerability and multiple care needs Provision of information regarding fees for Home Support Services The Victorian RASs will deliver the assessment services using the National Screening and Assessment Form (NSAF)

Training My Aged Care NSAF and system training will be provided to all assessors in Victoria via a train the trainer model (training has been scheduled for the first 3 weeks in May) Any further training (i.e. CIT modules) for Victorian RAS assessors will be considered post 1 July A joint training plan will be developed between DHHS and DoH in the context of recognition of prior learning to implement further training for assessors post 1 July 2016 RAS Workplace trainers will be established/nominated in each virtual RAS post 1 July 2016

Key Performance Indicators Virtual RASs will be required to meet KPIs developed nationally for the RAS from 1 July 2016 (these were provided in the Table: RAS and CHSP Service Provider responsibilities related to the assessment function that was attached to the recent letters to each HAS about the assessment arrangements from 1 July 2016) In terms of performance reporting requirements, DHHS as the Manager of the home support assessment services in Victoria, will be responsible for submitting the required performance and management reports to the DoH. Data collection activities will be required from each of the assessment outlets and we are currently working out what this will mean for your organisation.

Assessment outputs The current unit price for Assessment in Victoria will be the unit price used for Home Support Assessment. The volume of outputs required by the Victorian RAS will remain the same as current HAS output levels (noting the small increase in client numbers with the inclusion of planned respite and Day Therapy Centres). DHHS will require each of the assessment outlets to continue to collect data on the hours of assessment and care coordination for a period of time during the first year of transition (2016/17).

Reablement As part of the Assessment process, virtual RASs will be required to use the NSAF and the Guidelines to identify clients being assessed who would benefit from a reablement approach to home support services The national model is that around 10% of clients will be referred to short-term reablement support services. Given the HASs currently operate with a reablement focus through the implementation of the Victorian Active Service Model, the HASs will continue to refer at least 10% of clients to short term reablement support services.

Personal Alert Victoria Victorian RASs will, as part of a holistic assessment, continue to take into account the assessed person’s potential need for a personal alarm funded by the Victorian Government If assessed as eligible, information collection and referrals for personal alarms through Personal Alert Victoria (PAV) will be done by assessors outside of the My Aged Care system. The information required for a referral to PAV will be recorded and transmitted outside of My Aged Care

Vulnerable people in Emergencies (VPE) After 1 July 2016, Victorian RASs will continue to prompt people assessed for service, who live in high risk areas, to develop a Personal Emergency Management Plan. In limited circumstances an assessor will continue to assist people to develop a plan, based on a template developed by the Red Cross. This process will be done by assessors outside of the My Aged Care system. If assessed people meet the definition of ‘Vulnerable People’ in Victoria’s Vulnerable People in Emergencies policy, assessors will ensure their information is entered on the Vulnerable People Register.

Assessment arrangements still under discussion 1. The details regarding the Linking Support Services. (It has been agreed that the Victorian RASs will use the NSAF and Guidelines to determine whether a client is a person at risk of vulnerability and will require linking service support. We are just sorting out the scope of this service in the Victorian context) 2. Referral Management. (DoH is working with DHHS to finalise exactly how referral management will work in Victoria). 3. Direct to Service Referrals for Allied Health Services and Nursing Services. The details of this arrangement are being finalised.

Change Management Tasks and Timeframes

Supporting transition to My Aged Care Business rules and guidelines for Victorian HACC Assessment Services including (not limited to) Supporting assessors to use the NSAF Operational procedures Workforce roles i.e. RAS Workplace Trainer, Regional RAS Coordinator Referral allocation processes and procedures Referral pathways for Victoria PAV & VPE arrangements from 1 July

Change management tasks Between now and 1 July 2016: Information and support materials will be provided (national materials and DHHS developed support materials) All assessors will be trained in the use of the system & NSAF Portal set-up will be finalised i.e. ensuring assessors are registered and can access the system Referral management will be implemented

Assessor portal set up All HACC Assessment Services in Victoria are registered on the My Aged Care assessor portal and have been accepting/rejecting referrals since 1 July Administrator and Team Leader roles should have been allocated to staff. Assessors now need to be added to your outlets with the role of Home Support Assessors – tick ‘No’ for accreditation as this refers to the CIT training modules. Portal administrators should check that outlets and staff are set up correctly ready for 1 July.

Support Materials currently available Guidance documents Videos and Webinar My Aged Care provider and assessor helpline ( ) Fact Sheets DSS Website dss.gov.au/MyAgedCare Quick Reference Guide

Thank you and Q&As