Aged care means assessment - Support at Home pre-entry 065-18082330

This document outlines the process for completing a Support at Home means assessment before a care recipient commences receiving care.

Customer First

This page contains the process for completing a Support at Home means assessment for care recipients who have not entered Support at Home.

On this page:

RCA status and eligibility for verbal assessment

Outstanding information

Partner, children, contact and address details

Income and assets details

Finalise the RCA/HOM activity

RCA status and eligibility for verbal assessment

Table 1

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Step	Action
1	Preliminary check and dates for pre - entry assessment Complete the Aged care means assessment - preliminary checks including: action required when care recipient is RCA/CUR Determine the relevant dates for a Support at Home pre-entry means assessment. Date of event (DOV), and Date of receipt (DOR) will be the same and be either: Contact date of the verbal means assessment, receipt date of the Aged Care - Calculation of your cost of care (means assessment) form, or Submission date of the Online aged care calculation of your cost of care (OACCCC) Date of effect (DOE) where applicable for care recipients who receive an income support payment and have advised of changes to income and assets When the DOR is more than 120 days in the past, RCA status will show as cancelled because of expiry (RCA/CAN-EXP). Complete a new RCA/HOM with the same details, using the current date as the DOR. This starts the 120 days valid assessment period from the correct date Go to Step 2
2	Check the source of the RCA/HOM activity A care recipient not in receipt of a means tested income support payment will need to lodge an Aged Care Calculation of your cost of care including when they do not wish to disclose their means. If no activity on the Activity List (AL) screen, index an RCA/HOM activity. See Indexing, re-indexing and cancelling claim activities. What is the source of the RCA/HOM activity? Verbal means assessment (ISP/CUR only), go to Step 3 Aged Care Calculation of your cost of care form, see Table 2 OACCCC, handed over from Process Direct, see Table 2 > Step 2 Care recipient withdraws claim, see Table 5 > Step 5
3	Verbal assessments Verbal means assessments are only able to be completed for care recipients who receive a means tested income support payment (ISP). If a verbal assessment is requested by an authorised third party, see Accepting information from and disclosing information to a Power of Attorney to confirm authorisation. When undertaking a verbal means assessment, ask the care recipient or third party if they want to: use their income, assets, relationship status and homeownership status to get a Support at Home means assessment advise that the maximum Support at Home contribution rates will be payable where permission is not given discuss when the care recipient’s Customer First record was last updated update new information as needed if needed, use the questions on the Aged Care Calculation of your cost of care as a guide while on the phone with the care recipient Can the Support at Home means assessment be completed verbally? Yes, see Table 3 No: an Aged Care Calculation of your cost of care form is needed. Request required documents. See Verifying income and assets and Requesting information (CLK) cancel RCA/HOM activity the care recipient has the option to call back to do a verbal means assessment or, when Support at Home commences, the assessment will complete automatically create a DOC to record advice provided procedure ends here

Outstanding information

Table 2

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Step	Action
1	Check for an authorised person or organisation If the Authorising a person or organisation to enquire or act on your behalf section on the Aged Care Calculation of your cost of care has been completed, and all signatures/documentation are provided, see Adding or rejecting a nominee request to code a nominee. This nominee will be added to all aged care systems through the means assessment. See Person Permitted to Enquire (PPE) or Update (PPU) authority if a third party has been nominated as a: Person Permitted to Enquire (PPE), or Person Permitted to Update (PPU)
2	Check if additional information or documents are required Confirm the Aged Care Calculation of your cost of care form has been completed correctly and signed by the care recipient or authorised third party. See Aged care means assessment. confirm documents provided by checking Document List (DL) and Document Tools use the Aged Care Calculation of your cost care form ‘checklist’ to confirm all supporting documents have been provided use Verifying income and assets to determine if supporting documents are required for ISP care recipients if the Aged Care Calculation of your cost of care form contains details of a partner not currently linked to the care recipient's record, and the partner has not signed the form, a Partner Details (MOD P) form is required. See Change in relationship status from single to partnered if a previous CAO assessment is within the last 12 months and is recorded on the TRCIAS screen, no further referral is needed for Online aged care calculation of your cost of care (OACCCC), see Online aged care calculation of your cost of care Is more information needed to finalise the RCA/HOM activity? Yes, and required information/documents have: not previously been asked for, go to Step 3 previously been asked for, go to Step 5 No, see Table 3
3	Collect outstanding information verbally Genuine attempts to contact by phone must be made to discuss the request if this has not already occurred. Send a pre-call notification SMS if the customer or nominee is subscribed to electronic messaging. See Calling a customer or returning a customer's call. Note: although there is no obligation to provide information verbally, advise the benefits and potential consequences of failing to provide requested information within the required timeframe. Can the outstanding details be collected verbally? Yes, and only verbal confirmation is required, see Table 3 supporting documentation is required, go to Step 4 No, and the: outbound call was unsuccessful, go to Step 4 supporting documentation is required, go to Step 4 care recipient wants a written request for information, go to Step 4 care recipient does not want to disclose their means, see Table 5
4	Issue a Request for Information (RFI) letter issue an aged care RFI letter, see Aged care letters - creating manual letters use Fast Note - select Auto text, use Aged Care > Assessment > Progress of Aged Care Assessment with documents that have been requested review the CAO Assessment Doc to make sure the most recent information is applied to the previous CAO assessment complete a Complex Assessment Officer (CAO) referral (if needed) place claim on hold allowing 21 days plus an allowance for the letter to be received for the care recipient to respond to the request procedure ends here
5	RFI has been issued Is it 21 days plus allow extra time for surface mail delivery since the RFI was issued to the care recipient? Yes, finalise the means assessment RCA/HOM activity , see Table 5 No: use Fast Note - select Auto text, use Aged Care > Assessment > Progress of Aged Care Assessment with any action taken hold the means assessment RCA/HOM activity for remainder of the 21 days plus an allowance to receive the notice

Partner, children, contact and address details

Table 3

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Step	Action
1	Partner and dependent children If there is a partner to be added, a Partner details (MOD P) form is required. See Update relationship status and link customer and partner records. Dependent children mean that a care recipient assessed under Post2014 scheme only will not have to pay means tested contributions under Support at Home. Income details must still be maintained on the record. See Aged Care fees and charges - care subsidy reduction to zero. For Post 2025 scheme care recipients, dependent children do not exempt a care recipients from contributing to the cost of their care. Dependent child/ren will affect the income threshold used in calculation of contributions and are still coded. If a care recipient has a dependent child in their care, on the RCA dependants (RDEP) screen record: number of Dependants Date of Event: DOV of means assessment total Number of Dependants: key number of dependent children See the References page for a link to the Aged Care Act 1997 definition of a dependent child.
2	Update care recipient name, address and contact details If the care recipient provides a new home address, telephone details or alternate names: select the RCA/HOM activity from the Activity List (AL) screen go to the Contact Detail Task Selector (CDTS) screen select Customer Details to update alternate names on Customer Person Detail (CPD) screen. See Changing the Legal name of customers or their children select Address to update the care recipient’s home address on the Address Details (AD) screen Accommodation to review and confirm accommodation details on Accommodation (ACS) screen. For assistance in determining whether the care recipient is a homeowner or non-homeowner, see Home Ownership field on the Accommodation Details (AC) screen. ACS coding is required for all care recipients (excluding where finalising as means not disclosed) update the contact number on the Telephone Details (TD) screen update the email address on the Email Address (EMA) screen check Office Code (OC) screen and change RCA back to home office
3	Update care recipient postal address Update a postal address in Customer First when requested by: a care recipient a court appointed guardian or administrator a power of attorney (POA), or an existing Centrelink correspondence nominee, when the postal address is not the same as their own postal address A postal address is not updated in Customer First when requested by: an existing Centrelink correspondence nominee, when the postal address is the same as their own postal address For additional information on updating addresses (including postal) see: Updating address details Adding or rejecting a nominee request Aged care request for a nominee or executor Accepting information from and disclosing information to Power of Attorney

Income and assets details

Table 4

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Step	Action
1	Income and assets information An Aged Care Calculation of your cost of care requests income information as at the date of event (DOV) of the aged care means assessment. Supporting documents may include a history of income. For multiple updates to income support payment (ISP) changes: the DOV should include the date of the change as stated in supporting documents, and if further changes occurred, the date of receipt If the partner has recently died, do not contact the care recipient or nominee. See Bereavement reviews for more information on reviews following the death of a member of a couple. Has the care recipient advised of any changes to their income and assets details? Yes, go to Step 2 No, go to Step 3
2	Select screens for updating income and assets Care recipients receiving an ISP can advise income and asset changes that occurred before the means assessment date of event (DOV). Code these changes as part of the means assessment. See Verifying income and assets for details or documents required. See Verifying income and assets to determine if further verification and documents are required. In Customer First: select the screens to update from Residential Care Task Selector (RCTS) screen, or manually go to them individually Note: if data already exists on a screen, a Y will appear on the RCTS screen. Check the data for accuracy. The coding of income and assets for aged care purposes aligns with the Social Security Act 1991. See the below links for more information: Coding income and assets for Centrelink payments and services Financial Investments Exempt income and assets for Centrelink payments Assessing deprivation/gifting Foreign income and assets Income streams Assessing and coding real estate details Assessing and coding the Business details for sole traders and partnerships MOD F Aged Care means assessment with total assessable assets equal to or greater than $10,000,000 (an applicable assessable income)
3	Find out if there is employment income Does the care recipient (or their partner) get any income from employment? Yes, and care recipient (or partner): receives an ISP, go to Step 4 does not receive an ISP, go to Step 5 No, go to Step 6
4	Code employment income - ISP care recipients Employment income reporting requirements for a care recipient (or partner) in receipt of an ISP: Statement reporter have employment income must advise of income, hours worked and any other changes on their reporting day Notification reporter no employment income or stable employment income and exception is met must advise starting work or any changes within 14 days See Reporting overview If this is the first time that the care recipient (or partner) is declaring income, see Recording and correcting employment income details. Go to Step 6.
5	Code employment income - self funded retirees Care recipients not in receipt of an ISP: are not able to update their income each fortnight as a non-continuous frequency such as Income for One period (IOP) have their income assessed in the same way as a continuous income exception notification reporter income is coded as 1WE (weekly) or 2WE (fortnightly). Variable income is averaged over a suitable period See Determining the Date of Event for employment income for help coding income.
6	DVA income If no DVA income has been declared for aged care means assessment purposes, go to Step 7 If the care recipient has declared a DVA payment is received check the Department of Veterans' Affairs Summary (DVAS) screen for DVA coding. Is the DVA payment/benefit coded correctly on DVAS screen: Yes, Go to Step 7 No, referral required to DVA Clearance Team go to Payments from the Department of Veterans' Affairs (DVA) and referrals to the DVA Clearance Team for referral and Fast Note information place the claim on hold for 5 days pending return procedure ends here until DVA clearance team have completed coding
7	Update real estate and business (REBS) screen Update the REBS screen if the care recipient indicates: they own their own home, and it is on greater than 2 hectares/5 acres of land rental income is being received from real estate other than the principal home rental income is being received on a separate dwelling/self-contained area on the same title as their principal home an interest in: real estate other than the principal home a business partnership, a farm or from operating as a sole trade a private trust or private company Do any of these apply to the care recipient? Yes, go to Step 8 No, see Table 5
8	Curtilage coding on REBS Does the care recipient's principal home include land greater than 2 hectares/5 acres? Yes, see Assessing house and curtilage for help with assessing the principal home. If it meets criteria for extended land use exemption, go to Step 9 No, go to Step 10
9	Extended land use test Does the principal home and surrounding land meet the criteria for an extended land use exemption? Yes: On the REBS screen, key current market value of the whole property and house, and curtilage value of the home and first 2 hectares. See Table 2 in Assessing and coding real estate details Key the 'RCA Former Prncpl Home' indicator as 'Y' to stop the value of the home and property being assessed twice in the means assessment of assets Go to Step 11 No: Record land that does not meet the extended land use exemption criteria on REBS using 'Real Estate / Business Type' - HMB. Do not record the 'RCA Former Prncpl Home' indicator for Self-Funded Retirees Complete estimate check, including a valuation request if needed. See Aged care means assessment - home ownership and real estate estimates for more details Go to Step 10
10	Interest in real estate or receiving income from real estate Does the care recipient have an interest in any real estate including their former principal home? Yes, income from principal home, go to Step 11 income and/or asset from interest in real estate, go to Step 12 No, go to Step 13
11	Income from boarders and lodgers Support at Home care recipients remain in their homes whilst care is provided. For help with coding and information on how to assess income received by a care recipient from boarders and/or lodgers living in the care recipient’s principal home, see Income from boarders and lodgers
12	Interest in real estate or receiving rent including for the principal home If the care recipient has an interest in any real estate or rental income is being received on a separate dwelling/self-contained area on the same title as their principal home complete a real estate estimate check, see Aged care means assessment - home ownership and real estate estimates key real estate income and assets on the REBS screen, see Assessing and coding real estate details
13	Business income When a care recipient (or partner) has an interest in a business, the means assessment includes any income and assets of the business. If income and assets of a business have changed, see Changes to income and assets from a business structure. Does the care recipient (or partner) have any interest in a sole trader business or a partnership? Yes: Sole trader business coding, see Sole traders Business partnership coding, see Partnerships No, go to Step 14
14	Interest in a private trust or company Does the care recipient have an interest in a private trust or private company? Yes, go to Step 15 No, see Table 5
15	CAO referral required for private trust or private company If the care recipient (or partner) has an interest in a private trust or private company check if a CAO assessment has been completed within the last 12 months, a new referral may not be required. Check the Document List (DL) for a Completed CAO Assessment DOC and review the CAO Assessment DOC to make sure the information is applied to previous CAO assessment. Has the most recent CAO referral been completed within the last 12 months? Yes, a new referral is not required, see Table 5 No, see Trusts or Companies for details on documents needed and Complex Assessment Officer (CAO) referrals if a new referral is needed, see Identifying and making suitable referrals to the Complex Assessment Officer (CAO) for information on referring to a CAO for assessment go to Step 16
16	CAO assessment referral use the CAO Referral guided procedure to complete in the RCA system Include the following in your referral for CAO information: Post 2014 scheme - means assessment based on income only Post 2025 scheme - means assessment based on income and assets place the claim on hold for 28 days pending return from the CAO the CAO will document their assessment on the care recipient record the assessment may include coding instructions for the actioning Service Officer when the CAO assessment is completed, see Table 5

Finalise the RCA/HOM activity

Table 5

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Step	Action
1	Cancel or withdraw claim A pre-entry means assessment is cancelled if an aged care RFI was issued and the care recipient has not provided documentation within 21 days (plus allow extra time for mail delivery). A pre-entry means assessment is withdrawn if care recipient withdraws their means assessment request. Is this claim being cancelled or withdrawn? Yes, go to Step 5 No, go to Step 2
2	Check RCA circumstance (RCIRC) screen Check the RCIRC screen fields are populated as below: DSS Require Income Details displays Yes Date of Effect displays the date of receipt (DOR) of the assessment Update the DOE if required Note: RCIRC will populate Post2014 scheme (home care) when a date of effect is prior to 1 November 2025. Once a pre entry means assessment is completed, the aged care system will send the Support at Home scheme to Process Direct with a date of effect of 1 November 2025.
3	Update the RCA means test details (RMND) screen Aged care pre-entry assessments are valid for a maximum of 120 days from the date the assessment is completed. When the activity is completed, the DOE defaults to the date of receipt of the activity. If assessment is being completed at a later date, a new entry needs to be added. To add the start date, go to the RMND screen: key the date assessment was completed in the Reform Enquiry Means Test DOE field key ‘Y’ in the Reform Enquiry Means Test Ind field key ‘HOM’ in the Reform Enquiry Care Type field Existing Reform Enquiry Means Test data prevents the above coding. In these cases: key ‘D’ to delete any previous and existing data press [Enter] key ‘Y‘ to confirm deletion and before pressing [Enter] key ‘RMND’ in the Nxt field press [Enter] update the blank Reform Enquiry Means Test DOE entry the RMND screen may display 2 pages of data (DOR and date assessment completed), once completed Is this assessment being finalised as means not disclosed (MND)? Yes, go to Step 4 No, go to Step 6
4	Finalise the RCA/HOM as means not disclosed (MND) Care recipients pay the full amount for the cost of their care if they do not disclose their income. A letter will not automatically issue until care starts. If a request for a pre-entry letter is received, advise the care recipient: ‘As you have elected not to disclose your means we are unable to issue you a letter until you start receiving care. You may need to negotiate the cost of your care directly with the service provider.’ Check the RCIRC screen fields DSS Require Income Details and Date of Effect (DOE) are populated as below: DSS Require Income Details field, key Yes Date of Effect field: key date of receipt (DOR) of the assessment DOE - update if needed Go to the RCA Means Test Details (RMND) screen within the RCA/HOM activity: upper section of RMND, key: Means Not Disclosed Date of Event field: DOR of the Aged Care calculation of your cost of care in the Means Not Disclosed Indicator field: 'Y' Elected MND: Y Note: if a care recipient has elected to not disclose their means, this decision cannot be reviewed. Any subsequent means assessment will only apply from the lodgement date and will not be backdated. lower section of RMND, key: Reform Enquiry Means Test DOE field: pre-populated, cannot update Reform Enquiry Means Test Ind field: 'Y' Reform Enquiry Care Type field: 'HOM' Existing Reform Enquiry Means Test data prevents the above coding. To display a blank Reform Enquiry Means Test entry to update: key ‘D’ to delete data (current and historical) press [Enter] key ‘Y’ to confirm deletion before pressing [Enter], key ‘RMND’ in the Nxt field press [Enter] complete details using correct date use Fast Note - select Auto Text, use Aged Care > Assessment > SAH Assessment - FIN to document MND action taken Go to Step 7.
5	Cancel or withdraw a pre-entry means assessment To cancel or withdraw a pre-entry means assessment: select the started Aged Care assessment RCA/HOM activity from the Activity List (AL) screen select (C) Cancel an activity select Continue on the Activity Cancel screen select Yes - Cancel the activity select Continue. The RCA/HOM activity is now cancelled from the AL screen record the action taken, use Fast Note - select Auto Text > Aged Care > Assessment > Aged Care MA Withdrawn/Cancelled complete the work item if applicable, and cancel any associated scans/DOCs Issue a letter to care recipient and nominee using the AC - Request Further Information - Final notification - CR-NM template Do not issue a letter for withdrawn claims Upload the aged care final notification to Process Direct Save documents to the Customer Information folder located on the Service Officer's team shared drive. Do not save customer Information to desktops or personal H drives Procedure ends here.
6	Attach Auto-text Fast Note to RCA/HOM activity When the RCA/HOM activity coding is complete, exit and attach a Fast Note to record the assessment outcome. locate and open the Fast Note - select Auto Text, use Aged Care > Assessment > SAH Assessment - FIN to document the assessment outcome complete the following fields: Who contacted: CUS - Customer or CSO - Customer Service Officer Service Reason: RCA Date of receipt: code today’s date Channel: select from drop down Source: select from drop down link the Fast Note to the open RCA/HOM activity complete the applicable Fast Note including all relevant details. For example: when a verbal assessment was completed with changes coded, read the verbal declaration and document that this was agreed to document if an update was made that differs from the details lodged (for example a care recipient failed to provide bank account balances on the Aged Care - Calculation of your cost of care form but later provides a verbal balance)
7	Assessment result (AR) When the Fast Note is complete: select (S) RCA/HOM activity from Activity List (AL) screen and go to the AR screen check the assessment results on AR the first ATH line and RCA Benefit line have a ‘Period End’ date equal to the date of event (DOV) of the assessment any arrears or overpayments calculated are correct (based on DOV and date of receipt (DOR)) For care recipients currently in care who require a manual pre-entry letter (HC1), see Aged care letters - creating manual letters. Note: when date of receipt is more than 120 days in past, the RCA status will show as cancelled due to expiry (RCA/CAN-EXP). Complete a new RCA/HOM using same information but using the current date as the date of receipt. This will start the 120 days valid assessment period from the correct date.
8	Follow up action Determine if action is needed: complete any progress of claim DOCs or scans check if further action is needed on the partner’s record, including an outstanding RCA/HOM activity if the means assessment is completed verbally and there is not a nominee recorded, issue an Authorising a person or organisation to enquire or act on your behalf form (SS313) see also Adding or rejecting a nominee request when a care recipient has failed to provide information to complete the assessment, and they are in receipt of a means tested ISP, request required forms/documents under relevant payment type. See Verifying income and assets and Requesting information (CLK)

Step	Action
1	Preliminary check and dates for pre - entry assessment Complete the Aged care means assessment - preliminary checks including: action required when care recipient is RCA/CUR Determine the relevant dates for Support at Home pre-entry means assessment. Date of event (DOV), and Date of receipt (DOR) will be the same and be either: receipt date of the Aged Care - Calculation of your cost of care (means assessment) form (SA456), contact date of the verbal means assessment, or Submission date of the Online aged care calculation of your cost of care (OACCCC) Date of effect (DOE) where applicable for care recipients who receive an income support payment and have advised of changes to income and assets If the DOV for means assessment is before the date of death of the customer’s partner, handover to Customer First is required. See Handover function in Process Direct, Customer First and Customer Record. Refer to Customer First tab to complete means assessment When the DOR is more than 120 days in the past, RCA status will show as cancelled because of expiry (RCA/CAN-EXP). Complete a new RCA/HOM with the same details, using the current date as the DOR. This starts the 120 days valid assessment period from the correct date Go to Step 2
2	Check the source of the RCA/HOM activity A care recipient not in receipt of a means tested income support payment will need to lodge an Aged Care Calculation of your cost of care including when they do not wish to disclose their means. What is the source of the RCA/HOM activity? Verbal means assessment (ISP/CUR only), go to Step 3 Aged Care Calculation of your cost of care form, see Table 2 Online aged care calculation of your cost of care (OACCCC), see Table 2 > Step 2 Care recipient withdraws claim, see Table 3 > Step 1
3	Verbal assessments Verbal means assessments are only able to be completed for care recipients who receive a means tested income support payment (ISP). If a verbal assessment is requested by an authorised third party, see Accepting information from and disclosing information to a Power of Attorney to confirm authorisation. When undertaking a verbal means assessment, ask the care recipient or third party if they want to: use their income, assets, relationship status and homeownership status to get a Support at Home means assessment advise that the maximum Support at Home contribution rates will be payable when permission is not given discuss when the care recipient’s details were last updated update new information as needed if needed, use the questions on the Aged Care Calculation of your cost of care as a guide while on the phone with the care recipient Can the Support at Home means assessment be completed verbally? Yes, see Table 3 No: A means assessment form - paper or online is needed. Request required documents. See Verifying income and assets and Requesting information (CLK) update status of Aged Care Means Assessment to Not Required the care recipient has the option to call back to do a verbal means assessment or, when home care commences, the assessment will complete automatically create a DOC to record advice provided procedure ends here

Step	Action
1	Check for an authorised person or organisation If the Authorising a person or organisation to enquire or act on your behalf section on the Aged Care Calculation of your cost of care has been completed, and all signatures/documentation are provided, see Adding or rejecting a nominee request to code a nominee. This nominee will be added to all aged care systems through the means assessment. See Person Permitted to Enquire (PPE) or Update (PPU) authority if a third party has been nominated as a: Person Permitted to Enquire (PPE), or Person Permitted to Update (PPU)
2	Check if additional information or documents are required To view paper claims and scanned supporting documents: select Quick link from the bottom of the open Process Direct window, or select Documents from the Icon Menu Check the date the document was scanned. There may also be older documents not related to the claim. Check details recorded by selecting . select Tasks to view documents requested online or via ACC or documents provided and their status, for example, accepted select Notes to view claim progress notes and details of any changes since the claim was submitted refer to Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs) for more information Confirm the Aged Care Calculation of your cost of care form has been completed correctly and signed by the care recipient or authorised third party. See Aged care means assessment. use Verifying income and assets to determine if supporting documents are required for ISP care recipients if the Aged Care Calculation of your cost of care form contains details of a partner not currently linked to the care recipient's record, and the partner has not signed the form, a Partner Details (MOD P) form is required. See Change in relationship status from single to partnered if the previous Complex Assessment Officers (CAO) assessment is within the last 12 months and is recorded on the Trust/Company Income/Assets Summary screen (TRCIAS) screen, no further referral is needed for Online aged care calculation of your cost of care (OACCCC), see Online aged care calculation of your cost of care Is more information needed to finalise the means assessment? Yes, and required information/documents have: not previously been asked for, go to Step 3 previously been asked for, go to Step 5 No, see Table 3
3	Collect outstanding information verbally Genuine attempts to contact by phone should be made to discuss the request if this has not already occurred. Send a pre-call notification SMS if the customer or nominee is subscribed to electronic messaging. See Calling a customer or returning a customer's call. Can the outstanding details be collected verbally? Yes, and only verbal confirmation is required, see Table 3 supporting documentation is required, go to Step 4 No, and the: outbound call was unsuccessful, go to Step 4 supporting documentation is required, go to Step 4 care recipient wants a written request for information, go to Step 4 care recipient does not want to disclose their means, see Table 5
4	Issue a Request for Information (RFI) letter issue a written request for information notice to the care recipient (and partner if applicable) using > Request Documents, see Requesting information - Process Direct of Aged care letters - creating manual letters review the CAO Assessment Doc to make sure the most recent information is applied to the previous CAO assessment complete a Complex Assessment Officer (CAO) referral (if needed) procedure ends here until documents returned
5	RFI has been issued Is it 21 days plus allow extra time for surface mail delivery since the RFI was issued to the care recipient? Yes, finalise the means assessment RCA/HOM activity, see Table 3 No: code DL in Super Key or select Notes to annotate existing Fast Note hold the means assessment RCA/HOM activity for remainder of the 21 days plus an allowance to receive the notice

Step	Action
1	Starting a means assessment transaction If means assessment is being processed from a verbal assessment, a Social Online Application (SOA) shell is used to create a transaction in Process Direct. To create a new SOA shell: select SOA Shell from the Process Direct Landing page key the appropriate details in these fields: Benefit Type: Aged Care Means Assessment Customer CRN Date of Receipt Please select the care type Support at Home select Create Claim the Circumstance Data screen displays To access an existing aged care means assessment from a scanned form, go to the Transaction Summary (TS) tile and search via the item ID. A pre-entry means assessment is cancelled if an aged care RFI was issued and the care recipient has not provided documentation. A pre-entry means assessment is withdrawn if care recipient withdraws their means assessment request. Is this claim being cancelled or withdrawn? Yes, go to Step 8 No, go to Step 2
2	Partner details If there is a partner to be added, a Partner details (MOD P) form is required. See Update relationship status and link customer and partner records. See Change in relationship status from single to partnered or Change in relationship status from partnered to single for more information. Complete claim pre-checks, update relationship details and issue Requests for Information before selecting Process. See the relevant Operational Blueprint procedure for the update being processed. Relationship status is not able to be changed after Process has been selected as this will cause errors. If relationship status needs to be updated after Process has been selected, the assessments will need to regenerate. See Process Direct navigation, common screens and functions. Once any updates to MS are completed, select the Process button. The following task selectors will be displayed: RCA Specific Screens Personal Details Income and Assets Select all task selectors and then select Next.
3	Aged Care (RCA) Specific screens A list of Aged Care (RCA) specific screens will be displayed. Select required screens to complete a Support at Home assessment: RMND - Residential care assessment - means test details RCIRC - Residential Care Assessment Circumstance RDEP - Residential care assessment - dependants (if required for Post2014 scheme only) Select Next.
4	Update the RCA means test details (RMND) screen Aged care pre-entry assessments are valid for a maximum of 120 days from the date the assessment is completed. When the activity is completed, the DOE defaults to the current date. If this field has already been coded with an earlier date, select the bin icon to delete entry. To add the start date for a pre-entry means assessment, in the Reform enquiry means test details table: select the Add button in Care Type, select Support at Home select Save the Lapse date will set at 120 days after date of event (DOE) delete existing Reform Enquiry Means Test data Is this assessment being finalised as means not disclosed (MND)? Yes, go to Step 5 No, go to Step 6
5	Means not disclosed (MND) Care recipients pay the full amount for the cost of their care if they do not disclose their means. If they have elected to not disclose their means this decision cannot be reviewed. Any subsequent means assessment will only apply from the lodgement date and will not be backdated. From the Means not disclosed table on the RCA means test details (RMND) screen: select the Add button a prompt box opens. Key the Event date select the ‘Yes’ radio button next to Means not disclosed Elected MND field will then be displayed If the customer is electing not to disclose their means: Select the 'Yes' radio button next to Elected means not disclosed select Save Once completed, select Next.
6	Check RCA circumstance (RCIRC) screen Check the RCIRC tabs are populated as below: Income Test Details: confirm date of effect is correct and DSS Required Income Details displays Y to edit, select the pencil button under Action Date of Effect display the date of receipt (DOR) of the assessment update the DOE if required Grandfathered Details: confirm date of effect is correct. Assessment scheme will default to Post2025 rules Note: RCIRC will populate Post2014 scheme (home care) when a date of effect is prior to 1 November 2025. Once a pre entry means assessment is completed, the aged care system will send the Support at Home scheme to Process Direct with a date of effect of 1 November 2025. Once completed, select Next.
7	Dependent children - RDEP screen Dependent children mean that a care recipient assessed under Post2014 scheme only will not have to pay means tested contributions under Support at Home. Income details must still be maintained on the record. See Aged Care fees and charges - care subsidy reduction to zero. For Post 2025 scheme care recipients, dependent children do not exempt a care recipient from contributing to the cost of their care. Dependent children will affect the income threshold used in calculation of contributions and are still coded. If the customer has indicated that they have dependent children, under the Residential care assessment (RCA) dependants table: select the Add button key the Date of Event select the number children from the drop down menu select Save to update this information See the References page for a link to the Aged Care Act 1997 definition of a dependent child. Once completed, select Next and see Table 4.
8	Cancel or withdraw means assessment To cancel the means assessment, update to Not Required: go to Status select Edit pencil to update to Not required select Save and OK record the action taken in Fast Note: select Auto Text > Aged Care > Assessment > Aged Care MA Withdrawn/Cancelled Issue a letter to care recipient and nominee using the AC - Request Further Information - Final notification - CR-NM template Do not issue a letter for withdrawn claims Upload the aged care final notification to Process Direct Save documents to the Customer Information folder located on the Service Officer's team shared drive. Do not save customer Information to desktops or personal H drives To withdraw the means assessment, update to Withdrawn: select Inbox key claim ID or CRN select Go select the customer's claim select the Status icon select Change Status update the Status to Withdrawn select Save record the action taken, use Fast Note: - select Auto Text > Aged Care > Assessment > Aged Care MA Withdrawn/Cancelled Procedure ends here

Step	Action
1	Personal Details task selector Select required screens to update from the list presented: MS - Partner Details AD - Address ACS - Accommodation OC - Office Code TDS - Telephone Details EMA - Email Address Details Or check Select all tasks
2	Marital Status (MS) screen Partner Details cannot be updated after processing the assessment has begun. Updates must be actioned before claim commencement. Is the current marital status and partner information correct? Yes, Select Next to proceed to the next screen No: partner Details can only be updated before processing the assessment the activity must be regenerated to continue note the claim ID for reference select the Back button select the button > Regenerate, and select an appropriate reason and select Save go to the MS screen using Super Key see Table 3 > Step 2 for the process to update Partner Details when partner details updates are complete, use the claim ID or customer CRN to access the claim from the Transactions menu once the partner details have been addressed, select Process
3	Update address and contact details Update a postal address when requested by: a care recipient a court appointed guardian or administrator a power of attorney (POA), or an existing Centrelink correspondence nominee, when the postal address is not the same as their own postal address A postal address is not updated when requested by: an existing Centrelink correspondence nominee, when the postal address is the same as their own postal address For additional information on updating addresses (including postal), see: Updating address details Adding or rejecting a nominee request Aged care request for a nominee or executor Accepting information from and disclosing information to Power of Attorney To add new address details: from the Address (ADH) table, select the + (plus) button complete all required fields and select the Save button
4	Updating personal contact information If the care recipient provides new information, update as required: Review and confirm accommodation details on Accommodation (ACS) screen Check Office Code (OC) screen Check Indigenous Identifier on Other Contact Details (OCD) screen. If details are unknown and the field is blank: Select the +Add button Key the admission date in start date Select ‘Do not wish to answer’ from the dropdown menu Select Save to update this information Update any new contact number on the Telephone Summary Update the email address on the Email Address Details If homeownership status is different from the means assessment, investigate further. For more details, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA). Is this means assessment being completed by an Aged Care Calculation of your cost of care? Yes, for: income and assets details, see Table 5 means not disclosed, see Table 6 > Step 1 No, verbal application for an income support payment (ISP) care recipient, see Table 5

Step	Action
1	Income and assets information An Aged Care Calculation of your cost of care requests income information as at the date of event (DOV) of the aged care means assessment. Supporting documents may include a history of income. For multiple updates to income support payment (ISP) changes: the DOV should include the date of the change as stated in supporting documents, and if further changes occurred, the date of receipt If the partner has recently died, do not contact the care recipient or nominee. See Bereavement reviews for more information on reviews following the death of a member of a couple. Has the care recipient advised of any changes to their income and assets details? Yes, go to Step 2 No, go to Step 3
2	Select screens for updating income and assets Care recipients receiving an ISP can advise income and asset changes that occurred before the means assessment date of event (DOV). Code these changes as part of the means assessment. See Verifying income and assets for details or documents required. See Verifying income and assets to determine if further verification and documents are required. Select the screens to update from Income and Assets task selector. the task selector will pre-select and flag any modules that have provisional data from the assessment if means assessment is being coded from a scanned form, check all income and asset screens for existing information partner income and assets will not display in the customer's record to view and update partner income and assets, select and select the partner from the menu slider to return to the customer's record use The coding of income and assets for aged care purposes aligns with the Social Security Act 1991. See the below links for more information including Process Direct coding: Coding income and assets for Centrelink payments and services Financial Investments Exempt income and assets for Centrelink payments Assessing deprivation/gifting Foreign income and assets Income streams Assessing and coding real estate details Assessing and coding the Business details for sole traders and partnerships MOD F Aged Care means assessment with total assessable assets equal to or greater than $10,000,000 (an applicable assessable income)
3	Determine if there is employment income Does the care recipient or their partner have any income from employment? Yes, and care recipient (or partner): receives an ISP, go to Step 4 does not receive an ISP, go to Step 5 No, go to Step 6
4	Code employment income - ISP care recipients Employment income reporting requirements for a care recipient (or partner) getting ISP: Statement reporter has employment income must advise of income, hours worked and any other changes on their reporting day Notification reporter no employment income or stable employment income and exception is met must advise starting work or any changes within 14 days See Reporting overview If this is the first time that the care recipient (or partner) is declaring income, see Recording and correcting employment income details. Go to Step 6.
5	Code employment income - self funded retirees Care recipients not receiving an ISP: cannot update their income each fortnight as a non-continuous frequency such as Income for One period (IOP) have their income assessed in the same way as a continuous income exception notification reporter have regular income coded as 1-WE (weekly) or 2-WE (fortnightly) have variable income averaged over a suitable period See Determining the Date of Event for employment income for help coding income.
6	DVA income If no DVA income has been declared for aged care means assessment purposes, go to Step 7 If the care recipient has declared a DVA payment is received check the Department of Veterans' Affairs Summary (DVAS) screen for DVA coding. Is the DVA payment/benefit coded correctly on DVAS screen: Yes, go to Step 7 No, referral required to DVA Clearance Team go to Payments from the Department of Veterans' Affairs (DVA) and referrals to the DVA Clearance Team for referral and Fast Note information place the claim on hold for 5 days pending return procedure ends here until DVA clearance team have completed coding
7	Update real estate and business (REBS) screen Update the REBS screen if the care recipient indicates: they own their own home, and it is on greater than 2 hectares/5 acres of land rental income is being received from real estate other than the principal home rental income is being received on a separate dwelling/self-contained area on the same title as their principal home an interest in: real estate other than the principal home a business partnership, a farm or from operating as a sole trader a private trust or private company Do any of these apply to the care recipient? Yes, go to Step 8 No, see Table 6
8	Curtilage coding on REBS Does the care recipient's principal home include land greater than 2 hectares/5 acres? Yes, see Assessing house and curtilage for help with assessing the principal home. If it meets criteria for extended land use exemption, go to Step 9 No, go to Step 10
9	Extended land use test Does the principal home and surrounding land meet the criteria for an extended land use exemption? Yes: On the REBS screen, key current market value of the whole property and house, and curtilage value of the home and first 2 hectares. See Table 2 in Assessing and coding real estate details Key the 'RCA Former Prncpl Home' indicator as 'Y' to stop the value of the home and property being assessed twice in the means assessment of assets Go to Step 10 No: Record land that does not meet the extended land use exemption criteria on REBS using 'Real Estate / Business Type' - HMB - HOME BLOCK GT 2HA. Do not record the 'RCA Former Prncpl Home' indicator for Self-Funded Retirees Complete estimate check, including a valuation request if needed. See Aged care means assessment - home ownership and real estate estimates for more details Go to Step 10
10	Interest in real estate or receiving income from real estate Does the care recipient have an interest in any real estate including their former principal home? Yes, Income from principal home, go to Step 11 Income and/or asset from an interest in real estate, go to Step 12 No, go to Step 13
11	Income from boarders and lodgers Support at Home care recipients remain in their homes whilst care is provided. For help with coding and information on how to assess income received by a care recipient from boarders and/or lodgers living in the care recipient’s principal home, see Income from boarders and lodgers
12	Interest in real estate or receiving rent including for the principal home If the care recipient has an interest in any real estate or rental income is being received on a separate dwelling/self-contained area on the same title as their principal home complete a real estate estimate check, see Aged care means assessment - home ownership and real estate estimates key real estate income and assets on the REBS screen, see Assessing and coding Real estate details
13	Code business income When a care recipient (or partner) has an interest in a business, the means assessment includes any income and assets of the business. If income and assets of a business have changed, see Changes to income and assets from a business structure. Does the care recipient (or partner) have any interest in a sole trader business or a partnership? Yes: Sole trader business coding, see Sole traders Business partnership coding, see Partnerships No, go to Step 14
14	Interest in a private trust or company Does the care recipient have an interest in a private trust or private company? Yes, go to Step 15 No, see Table 6
15	CAO referral required for private trust or private company If the care recipient (or partner) has an interest in a private trust or private company, check if a CAO assessment has been completed within the last 12 months, a new referral may not be required. Check the Document List (DL) for a Completed CAO Assessment DOC and review the CAO Assessment DOC to make sure the information is applied to previous CAO assessment. Has the most recent CAO referral been completed within the last 12 months? Yes, a new referral is not required, see Table 6 No, See Trusts or Companies for details on documents needed and Complex Assessment Officer (CAO) referrals If a new referral is needed, see Identifying and making suitable referrals to the Complex Assessment Officer (CAO) for information on referring to a CAO for assessment Go to Step 16
16	CAO assessment referral Use the CAO Referral guided procedure to complete in the RCA system Include the following in your referral for CAO information: Post 2014 scheme - means assessment based on income only Post 2025 scheme - means assessment based on income and assets Place the claim on hold for 28 days pending return from the CAO The CAO will document their assessment on the care recipient record The assessment may include coding instructions for the actioning Service Officer When the CAO assessment is completed, see Table 6

Operational Information

Aged care means assessment - Support at Home pre-entry 065-18082330

Process Direct

RCA status and eligibility for verbal assessment

Outstanding information

Processing Aged Care means assessment

Updating name, address and contact details

Income and assets details

Finalise the means assessment

Customer First

RCA status and eligibility for verbal assessment

Outstanding information

Partner, children, contact and address details

Income and assets details

Finalise the RCA/HOM activity

Step	Action
1	Resolve edits or errors After coding all required updates, select Assess and the Errors (SWE) screen will display any warnings or errors that require action in the Message Log. These messages inform of the items that need to be resolved to prepare to finalise the claim. On the SWE screen: review any warnings or errors appearing under Message Log Digital Assistant (DA) can be used to assist with resolving errors. Key the error message into the DA for help. See Using Digital Assistance Roxy in Process Direct resolve all warnings and errors select Assess for the SWE screen to display again select Assess again for the data to be sent to ISIS. Note: repeat the previous steps if more errors occur The Aged Care Income and Assets Summary (ACIAS) screen will display once all errors have been resolved.
2	Review and finalise assessment ACIAS screen: ensure Care Type is showing as Support at Home shows the care recipient's means testing class shows the outcome of the income and asset test reduction amount and which affecting their contribution rate should reflect the income and assets outcome of the care recipient Note: the second part of the calculation to determine a care recipient's contribution rate will be completed in ACSP when the means assessment has been finalised. The Entitlements (ELD) screen displays the outcome of the assessment and payment dates. Check the details are correct: the first ATH line and RCA Benefit line have a ‘Period End’ date equal to the date of event (DOV) of the assessment any arrears or overpayments calculated are correct (based on DOV and date of receipt (DOR)) If required, check the following screens and make any necessary updates such as manual rate adjustments on the Daily Rate Component (RAC) and Daily Rates Summary (RATS) screens. Payment Delivery Summary (RAD) Payment Summary (PS) Rate Summary (RATS) Rate Component (RAC) Assessment Consequences (ASC) Once the claim outcome is correct, select Finish.
3	Finalise Note Claim finalisation note template will display and be available to update where required. Most information will be pre-populated from coding: document if an update was made that differs from the details lodged (for example a care recipient failed to provide bank account balances on the Aged Care - Calculation of your cost of care form but later provides a verbal balance) when a verbal assessment was completed with changes coded, read the verbal declaration and document: verbal declaration has been read out and agreed to for care recipients currently in care who require a manual pre-entry letter (HC1), see Aged care letters - creating manual letters Note: when date of receipt is more than 120 days in past, the RCA status will show as cancelled due to expiry (RCA/CAN-EXP). Complete a new RCA/HOM using same information but using the current date as the date of receipt. This will start the 120 days valid assessment period from the correct date. Once note is complete, select Finalise. Message will display status of means assessment.
4	Follow up action Determine if action is needed: complete any progress of claim DOCs or scans check if further action is needed on the partner’s record, including an outstanding RCA/HOM activity if the means assessment is completed verbally and there is not a nominee recorded, issue an Authorising a person or organisation to enquire or act on your behalf form (SS313) see also Adding or rejecting a nominee request When a care recipient has failed to provide information to complete the assessment, and they are in receipt of a means tested ISP, request required forms/documents under relevant payment type. See Verifying income and assets and Requesting information (CLK)