General enquiries 5434 6411

Office hours 8.30am to 5.00pm Monday to Friday, excluding public holidays.

195-229 Lyttleton Terrace, Bendigo (PO Box 733, Bendigo 3552)

Email ads@bendigo.vic.gov.au

After-hours Emergency Contact 5434 6000

	If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service TTY users phone 133 677 then ask for 03 5434 6000 Speak and Listen users phone 1300 555 727 then ask for 03 5434 6000 Internet relay users connect to the NRS then ask for 03 5434 6000
	Phone 9867 3788 for Multilingual information. An interpreter can be arranged for clients through the interpreting service.

Home and Community Care Program

The aim of the Home and Community Care (HACC) program is to support people in their own homes and communities by providing services that promote and maintain independence. The program assists frail older people, younger people with disabilities and their carers. These services provide basic support and maintenance to people living at home or who are at risk of premature or inappropriate admission to long-term residential care.

The Department of Health has implemented the Active Service Model. This model aims to assist people to improve their wellbeing and maintain their independence. Clients are encouraged to be actively involved in making decisions about the services they receive and to participate in the service delivery to achieve their goals.

Assessment and eligibility

An assessment is required to determine a person’s eligibility to receive HACC services. In order to get an assessment for HACC services contact Commonwealth Carelink Centre on toll free number 1800 200 422. Requests for service are accepted from all sources (i.e. the person, family, doctor or other health professionals) provided the person who is being referred, consents to the referral.

Once the referral is received, contact will be made regarding arrangements for in-home assessment.

An assessment officer will visit the home to discuss and determine the person’s needs and eligibility to receive HACC services. If eligible an individualised care plan will be agreed upon by both the client and the assessment officer, detailing the services and tasks required. A copy of the care plan should be accessible in the home for all Community Care staff.

Re-assessments for clients are conducted routinely, or when the household circumstances change.

Please contact the Aged and Disability Services on 5434 6411 to discuss.

Home safety checks

Before services begin, a home safety check will be conducted to ensure there is a safe work environment for staff and volunteers. This safety check will usually be conducted at the time of assessment and clients will be advised of any changes needed to meet Occupational Health & Safety requirements.

If a client moves home another safety check is required before services can recommence. Clients should notify the City of Greater Bendigo on 5434 6411 in advance when planning to move.

Staff Occupational Health & Safety (OH&S)

The health and safety of all employees in Victoria is guided by the Occupational Health and Safety Act 2004. When Community Care staff and/or volunteers are working in a client’s home it becomes a workplace and the relevant OH&S legislation applies. Services cannot be delivered that place Community Care staff, volunteers or clients at risk. To do so would breach OH&S legislation and our duty of care obligations.
Households need to be aware of the following:

• Clients are required to be at home for all their services. Community Care staff are not allowed to work in unoccupied homes, or to lock up premises on behalf of clients.
• Clients are asked to restrain all pets in the backyard or another room while staff or volunteers are in their homes or yards. These requirements do not apply to Assistance Dogs and this can be discussed at the time of assessment or home safety check.
• Clients are asked not to smoke while staff or volunteers are in their homes as there is a no smoking policy for all City of Greater Bendigo workplaces. Clients are also asked not to smoke and to air their house at least one hour prior to our staff arriving. It is also expected that staff will not be exposed to alcohol or drug use while in the client’s home.
• In accordance with the No Lift Policy, we are committed to eliminate or minimise wherever possible manual handling tasks performed by our staff and to minimise the risk of injury by encouraging the use of specialised lifting equipment.
• Clients are required to be able to access transport vehicles with minimal assistance. This includes transport for Home Care, Respite Care, Planned Activity Group and Transport services.
• Clients, carers and/or Case Managers are responsible for ensuring that all personal equipment is maintained in accordance with the manufacturer’s instructions, such as lifting hoists and wheelchairs.

If the above is not adhered to then clients’ risk their services being suspended immediately.

Diversity

The City of Greater Bendigo requires a commitment to the provision of services to eligible people including assisting those who have special needs or are experiencing difficulty linking to services due to issues of diversity. These groups include:

• People from an Aboriginal and Torres Strait Islander background
• People from culturally and linguistically diverse (CALD) backgrounds
• People with dementia
• People who are financially or socially disadvantaged, including those who are homeless or at risk of being homeless
• Care leavers (people who have experienced institutional care such as orphans or child migrants)
• Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) people
• People with disabilities
• Veterans
• People living in remote or isolated areas

The City of Greater Bendigo is aware that diversity also includes considering factors such as refugee status, language, sexual orientation,  faith and spirituality and strives to ensure services are culturally appropriate.

Further information with be provided at assessment.

Fees and payments

Services will incur a fee based on either the individual’s or the household’s income. Each case will be assessed individually and the fee will be determined at the time of assessment.

Upon provision of services, clients are required to sign the Community Care staff time sheet stating the day and time of service provided for Home Care, Personal Care, Respite Care and Property Maintenance.

Accounts are sent to clients monthly and can be paid at Australia Post outlets, Bendigo Bank branches, City of Greater Bendigo offices in Lyttleton Terrace or by B-Point, B-Pay Internet or cheque. Direct debit and Centrepay options can be arranged by phoning 5434 6493.

Booking cancellations

It is important for clients to notify of any cancellations of bookings or meals as early as possible. If clients do not cancel their booking or meal, a half hour service fee or meal cost will be incurred.

Cancellation of Respite Care bookings require 24 hours notice, or a fee for 1 hour will be incurred. Extenuating circumstances will be considered regarding charging fees for cancellations.

Advocacy

If you think your rights are not being respected and you need support to raise concerns, there are independent advocacy services that can assist you. An advocate can also be a trusted friend or family member.

Assistance with advocacy is available at:        

•             Aged Care Advocacy
              www.health.gov.au/agedcareadvocacy
              Toll free: 1800 500 853
•             Regional Information and Advocacy Council Inc. (RIAC)
              www.riac.org.au
              Toll free: 1800 221 944

Feedback

The City of Greater Bendigo aims for high standards in quality of care and customer service and is keen to listen to your feedback about our services. Complaints and/or concerns are taken seriously and are reviewed to help improve services. Clients can discuss issues or complaints about their service. All complaints are recorded and acted upon under the Complaints Handling Procedure, which gives the client the opportunity to relate their concerns to staff.

A copy of the Complaints Handling Procedure can be obtained by contacting 5434 6000, alternatively it can be found on the City of Greater Bendigo Contact Us page.

Privacy and confidentiality

Protection of privacy and the confidentiality of personal and/or health information is very important. City of Greater Bendigo policies and procedures comply with current legislation and all client information is treated as strictly confidential. All staff and volunteers are required to sign a confidentiality agreement and to undergo a police check. Community Care staff working with children under 18 are also required to obtain a Working With Children Check.

Clients have the right to access their personal and health information held by the City of Greater Bendigo. Questions regarding privacy and health information policies or access to personal information should be referred to the Privacy Officer during office hours on 5434 6000.

Rights and responsibilities

Clients’ rights

Clients have the right to:

• Be treated with respect and courtesy
• Have their needs assessed
• Be part of the decision making process regarding their care plan
• Receive high quality services in a timely and efficient manner
• Have concerns or issues handled fairly
• Make a complaint
• An advocate
• Expect confidentiality will be maintained
• Access their personal information

Clients’ responsibilities

Clients are required to:

• Treat staff with respect and courtesy
• Provide a safe work environment for staff
• Accept responsibility for the consequences of their decisions
• Advise as early as possible requested changes or cancellations of bookings
• Ensure that all personal equipment is maintained in accordance with the manufacturer’s instructions

Your right to refuse service

It is the commitment of Aged and Disability Services that every client should be treated with dignity and respect.

You have the right to refuse services at any time.

If in the future you wish to reapply for any service provided by Aged and Disability Services you may do so with assurance that you will not be disadvantaged in any way.

Aged and Disability Services will apply the same eligibility and assessment process as if you were applying for the first time.

Please feel free to discuss your particular circumstances with Aged and Disability Services on 5434 6411.

Veterans’ Home Care (VHC) 

City of Greater Bendigo is a provider of Veterans Home Care service, please contact the Department of Veterans’ Affairs (DVA) on 1800 555 254 or connect to website www.dva.gov.au for further information.

Aged Care Packages 

Individually tailored packages of community aged care services, designed to meet the needs of frail older people with complex care needs, who wish to remain living in their own homes. This also includes residents of retirement villages.
The Aged Care Packages incorporates:

• Community Aged Care Packages (CACPs) program - CACPs are targeted towards those who require a coordinated package of care services and who have been assessed as eligible for at least low level residential care.
• Extended Aged Care at Home (EACH) program - EACH packages are specifically targeted towards those who would otherwise be eligible for high level residential aged care.
• Extended Aged Care at Home Dementia (EACHD) program - EACHD packages are specifically targeted towards those with dementia, who experience behaviours of concern and psychological symptoms associated with dementia, which impact on the ability of the care recipient to live independently in the community.

 For further information please contact Case Manager on 5434 6321.