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Launch of My Aged Care face-to-face service offer - updated

Published 14 February 2022

My Aged Care is the main entry point into the aged care system in Australia. My Aged Care aims to make it easier for senior Australians, their families, and carers to access information on ageing and aged care, have their needs assessed, eligibility identified, and be supported to find and access services.

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The Department of Health has launched a new My Aged Care face-to-face service offer, delivered by Services Australia. Building on the My Aged care website and contact centre, senior Australians will now have access to Aged Care Specialist Officers to provide in-person support to access and register for aged care services.

We ask you to share this information with your networks and colleagues. 

Introducing Aged Care Specialist Officers

Aged Care Specialist Officers will be available in Services Australia service centres across the country. Initially this will be in 16 locations and will increase to 80 locations by December 2022. Ten Aged Care Specialist Officers will deliver outreach support to senior Australians living in rural and regional areas.

The Officers can help with providing:

  • in-depth information about aged care services
  • screening, registering and referring senior Australians for assessment
  • financial information related to the cost of aged care services; and
  • connecting senior Australians to local support services, social workers, interpreters, and advocates.

Initiatives have also been introduced to better connect government services and make it easier for people to move between My Aged Care and Services Australia.

All Services Australia Aged Care call centre and service centre staff will be able to:

  • provide general information about aged care and assist with connecting people to more specialised assistance; and
  • transfer calls between Services Australia and My Aged Care contact centre, enabling callers to be seamlessly transferred between the two services, removing the need to retell their story.

The new service offering is part of the Australian Government’s $17.7 billion aged care reform package to ensure respect, care and dignity for all senior Australians, their families, and carers.

Booking an appointment

Appointments are currently available at the below sites:

Live from 1 November 2021

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

 

 

 

Live from 7 February 2022

  • Wagga Wagga (NSW)
  • Woy Woy (NSW)
  • Bundaberg (Qld)
  • South Brisbane (Qld)
  • Busselton (WA)

 

Appointments to see an Aged Care Specialist Officer in participating sites can be made by calling Services Australia on 1800 227 475.

A list of sites offering appointments with an Aged Care Specialist Officer is available on the Services Australia website, or you can visit My Aged Care for information about government aged care services. 

For further information about the My Aged Care face-to-face service offer please email: MyAgedCare.Capability@health.gov.au

Last updated: 11 March 2022

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