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Aged care means assessment - Support at Home post-entry 065-18082138

This page contains the process for completing a means assessment for care recipients who have started receiving Support at Home.

Customer First

On this page:

Residential Care Assessment (RCA) status and eligibility for verbal assessment

Outstanding information

Partner, children, contact and address details

Support at Home entry

Income and assets details

Finalise the RCA/HOM activity

Residential Care Assessment (RCA) status and eligibility for verbal assessment

Table 1

Step	Action
1	Preliminary check and dates for post-entry assessment Complete the Aged care means assessment - preliminary checks including: action required when care recipient is RCA/CUR the system to complete the means assessment Determine the date of event (DOV) for a Support at Home means assessment - post-entry. If care recipient has changed providers, check any discharge has been coded: cancel means assessment RCA/HOM activity on Activity List (AL) screen code discharge details on the Residential Care Assessment Circumstance (RCIRC) screen and finalise through Assessment Results (AR) screen Note: Check the Pensions Status History (PNSH) screen or Benefit Status (XDS) screen. This displays a history of the means tested income support payment (ISP) status including date of effect. Is this care recipient or partner in receipt of a means tested income support payment (ISP) from the date of entry for Support at Home? Yes, go to Step 2 No, go to Step 3
2	Date of receipt for care recipient receiving income support payment (ISP) Determine the correct date of receipt (DOR) to use for this means assessment. The correct DOR is required for both ISP and means assessment purposes. Go to Step 4.
3	Date of receipt (DOR) for self-funded retiree The DOR used for a means assessment is whichever is on the AL screen, the DOR of the: auto activity, or means assessment form Go to Step 4.
4	Check the source of the RCA/HOM activity A care recipient not in receipt of a means tested ISP must lodge an Aged Care Calculation of your cost of care including when they do not wish to disclose their means. See Aged care means assessment. If no activity on the AL screen, index an RCA/HOM activity. See Indexing, re-indexing and cancelling claim activities. Note: if a care recipient has reached a lifetime cap and then change services, they will still be issued with requests for means assessment to give them the option to complete a new means assessment if their circumstances have changed. See Aged Care fees and payments – annual, time limited and lifetime caps. Has a calculation of your cost of care been completed and not yet assessed for the RCA/HOM activity? Yes, see Table 2 No, to complete through: verbal means assessment for an ISP customer, go to Step 5 auto RCA/HOM activity, go to Step 7
5	Verbal assessments If a verbal assessment is requested by an authorised third party, see Accepting information from and disclosing information to a Power of Attorney. When undertaking a verbal assessment ask the care recipient or third party if they want to: Use their income and asset details for their Support at Home means assessment: Advise that maximum aged care fees may be payable if income and asset details are 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 If changes to circumstances are advised, and documentation is required to make these updates: request required forms/documents. See Verifying income and assets and Requesting information (CLK) 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 document advice provided and what information has been requested Can the Support at Home means assessment be completed verbally? Yes, go to Step 6 No: advise an Aged Care Calculation of your cost of care is needed record contact using a Fast Note procedure ends here
6	Automated messages in Services Australia Workspace Before completing a verbal means assessment, staff must have the care recipient, nominee or power of attorney’s (POA) acknowledgement of the declaration. Tell the care recipient, nominee or POA: a recorded message will now be played you must acknowledge this for your claim to proceed Select the Automated Messages icon from the Services Australia Workspace tool bar to open the Automated Message window. Select from the drop drown for: CLK_MeansTest_Assessment Select Play: the message will play and will stop automatically once it is completed staff must not close the Automated Message window as this will stop the automated message While the message is playing staff should put themselves on mute so that the customer cannot hear anything other than the message Once the message has completed close the Automated Message window by selecting the X Stop the message at any time, if requested by the care recipient, nominee or POA. If Play is pressed again the message will start from the beginning, this is because there is no pause/restart functionality Note: other Services Australia Workspace functions will not be available while the message is playing. If the recording is unavailable, read the verbal declaration. The care recipient, nominee or POA must acknowledge the statements for their claim to proceed. Has the care recipient, nominee or POA acknowledged the statement? Yes, see Table 3 No, Advise the care recipient, nominee or POA that you are unable to proceed with a verbal means assessment Aged Care Calculation of your cost of care form or online claim will be required, see Aged care means assessment Procedure ends here
7	Check if care recipient is eligible for an automatic assessment For care recipients with a discharge from Support at Home coded, see Table 4 An automatic means assessment is completed for a care recipient who: had a Support at Home means assessment for a previous Support at Home package, and a break in care of less than 28 days: can use any valid means assessment when changing providers see Aged care means assessment - preliminary checks for details about assessment validity periods receives a means tested income support from the Department of Veterans' Affairs (DVA) and is eligible for an automatic assessment receives a means tested income support from Centrelink and is eligible for an automatic assessment: an RCA/HOM activity is created in Customer First by the entry event received in ACMPS complete the RCA/HOM activity using the information currently held in Customer First is entering care or changing services within 120 days of a valid means assessment: check Document List (DL) for a previously completed means assessment, can also confirm on Benefit Status (XBS) screen if previously RCA/CUR check Residential care assessment - means test details (RMND) screen for a pre entry assessment for Care Type: Home Does the care recipient meet any of the above criteria? Yes, and: Services Australia is responsible for the means assessment, go to Step 8 DVA is responsible for the means assessment, go to Step 11 No, go to Step 9
8	Automatic assessment failed - check the RCA/HOM activity and finalise Finalise the RCA/HOM activity using the information held on record. Before finalising the RCA/HOM activity: confirm from ACSP or ACMPS the date care started update in Customer First: Complete the RCA/HOM activity with the details that are currently on record including the details of the new service on the RCIRC screen RCA Dependants (RDEP) screen if the care recipient has dependent child/ren Office Code (OC) screen: preferred service centre (if needed) Use Fast Note - select Auto Text, use Aged Care > Assessment > HOM Care Assessment - FIN to document the assessment outcome Link the Fast Note to the open RCA/HOM activity and finalise on the AR screen Procedure ends here
9	MND letter process - request to lodge an Aged Care Calculation of your cost of care Check the Correspondence search screen in ACSP for issued letter. A care recipient will be issued with the following letters: MND - Initial Request Letter (HC41 or HCT1) MND - Second Request Letter (HC41 or HCT1) Have both MND request letters been issued to the care recipient? Yes, go to Step 10 No, go to Aged care letters - creating manual letters. Note: letters issued before 11 May 2024 were sent from ACMPS. In ACMPS, check the Communication History tab for the issued letter For post 2014 assessment scheme care recipients will only be issued one HC41 and two HCT1 letters procedure ends here
10	MND - First Notice letter sent Has the allowable time passed since the MND - First Notice letter and MND – Second request letters were sent to the care recipient? Yes, finalise the means assessment as MND, see Table 3 No, required number of days have not lapsed. Keep the means assessment RCA/HOM on hold: MND - Initial Request Letter (HC41 or HCT1) - 21 days from date of letter issue MND - Second Request Letter (HC41 or HCT1) - 14 days plus a time allowed to receive the letter from date of letter issue Update notes of activity to state why activity is being held, no DOC required Procedure ends here
11	Care recipient in receipt of means tested DVA payment If the care recipient lodges an Aged Care Calculation of your cost of care form with Services Australia, send the form to DVA for completion. See Aged care means assessment - preliminary checks for more details. Check ACSP or ACMPS for: means assessment data provided by DVA, and fees are set from the date of entry Cancel the RCA/HOM activity in Customer First. From the Started Aged Care assessment RCA/HOM activity on the 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, use Aged Care > Assessment > Aged Care MA Withdrawn/Cancelled. Include the following: all actions taken to confirm responsibility details of any contacts with DVA action taken to restart matching in ACMPS entry event resent to DVA with the date and time this occurred To complete in: ACMPS, copy the Text details from Customer First DOC into ACMPS Note Customer First: complete the work item if applicable cancel any associated scans/DOCs

Outstanding information

Table 2

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 form 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. 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 documentation is 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 of care form 'checklist' to confirm all necessary supporting documentation is provided Verifying income and assets to determine if supporting documents are required A Partner Details (MOD P) form is required: if the Aged Care Calculation of your cost of care form has details of a partner not linked to the care recipient's record, and the partner has not signed the form 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 (TRCIAS) screen, no further referral is needed Is more information needed to finalise the RCA/HOM activity? Yes, and the required information/documentation has: not previously been asked for, go to Step 3 previously been asked for, go to Step 6 No, see Table 3
3	Care recipient departed from care Do not issue further request for information letters if: the care recipient departed from all care types with their Support at Home service provider, and further supporting information is needed to complete the assessment Has the care recipient departed from all Support at Home care types? Yes, see Table 4 No, go to Step 4
4	Collect outstanding information verbally Service Officers must make genuine attempts to contact by phone 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 give information verbally, advise the benefits and potential consequences of failing to provide information in the required time frame. Can the outstanding details be collected verbally? Yes: Only verbal confirmation is required, see Table 3 Supporting documentations is required, go to Step 5 No, and: outbound call was unsuccessful, go to Step 5 supporting documentation is required, go to Step 5 the care recipient wants a written request for the information, go to Step 5 the care recipient does not want to disclose their means, see Table 4
5	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 Complex Assessment Officer (CAO) assessment Complete a Complex Assessment Officer (CAO) referral if needed Place claim on hold for 21 days plus an allowance for the letter to be received for the care recipient to respond to the request Procedure ends here
6	RFI has been issued If request for further information (RFI) was originally issued for a pre entry means assessment, the full timeframe for Series 2 letters is required, see Table 1 > Step 8. Is it 21 days plus an allowance to receive the notice since the RFI was issued to the care recipient? Yes, finalise the means assessment RCA/HOM activity, see Table 4 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

Step	Action
1	Partner and dependent children If there is a partner to add, a Partner details (MOD P) form is required. See update relationship status and link customer and partner records. For home care and Post 2014 scheme care recipients, dependent children mean that a care recipient will not have to pay an income tested care fee (ITCF). Income details must still be kept on the record. See Aged Care fees and charges - care subsidy reduction to zero. For Post 2025 scheme care recipients, dependent children will 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 the customer has indicated that they have dependent children, under the RCA Dependents (RDEP) screen record: Number of Dependants Date of Event: DOV of means assessment Total Number of Dependants: enter 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 has provided 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 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) all care recipients (excluding where finalising as means not disclosed) care recipients (excluding where finalising as means not disclosed) all care recipients (excluding where finalising as means not disclosed) care recipients (excluding where finalising as means not disclosed Update the: contact number on the Telephone Details (TD) screen 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 court appointed guardian or administrator power of attorney (POA), or an existing Centrelink correspondence nominee when the postal address is different from 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 more details 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

Support at Home entry

Table 4

Step	Action
1	Check RCA circumstance (RCIRC) screen In Customer First, go to the Residential Care Assessment Circumstance (RCIRC) screen. Check the details relevant to the assessment are recorded in the below fields: Admission Date DSS Require Income Details Date of Effect (DOE) Note: for Support at Home, when a care recipient has more than one entry in the same provider, the earliest entry date is used as the admission date.
2	Means assessment to be finalised as means not disclosed (MND) Finalise the means assessment as means not disclosed (MND) when a care recipient: has not provided an Aged Care Calculation of your cost of care after the initial and second request sent and no response received has not replied to a request for further information (RFI) letter, or chooses not to disclose their income and asset details Is the RCA/HOM activity going to be finalised as MND? Yes, see Table 6 > Step 1 No, go to Step 3
3	Check if the care recipient is discharged from care For care recipients discharged from Support at Home before their means assessment is finalised, the RCA/HOM activity is completed or rejected. Check: ACSP, Care recipient - Customer Summary for entry and departure coding ACMPS - Assessments & Events tab > Entry and Departure Details Is a departure from Support at Home coded? Yes, go to Step 4 No, see Table 5
4	Care recipient has departed from care - further action If a departed care recipient provides all information and supporting documentation, complete a means assessment for their entry into Support at Home. In the future, if they depart then re-enter Support at Home within 120 days of the assessment being completed, the assessment remains valid and will be used for the new date of entry into care. Is all required information/documentation available to complete the Support at Home means assessment? Yes, see Table 5 > Step 2 No, see Table 6 > Step 4

Income and assets details

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 documentation 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 documentation, and if further changes occurred, the Date of Receipt If the partner has recently died, do not contact the care recipient or correspondence nominee. See Bereavement reviews for more details on reviews following the death of a member of a couple. Has the care recipient advised of any changes to income and assets details? Yes, go to Step 2 No, go to Step 3
2	Select screens to update income and assets Care recipients getting 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 Payment of arrears after reassessment. See Verifying income and assets for details or documents required. In Customer First: select the screens to update from Residential Care Task Selector (RCTS) screen, or manually go to them individually If data already exists on a screen, a Y will appear on the RCTS screen. Check this 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 details: 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 Aged Care means assessment with total assessable assets equal to or greater than $10,000,000 (and 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: 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 have regular income coded as 1WE (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	Department of Veterans' Affairs (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 details 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 Principal 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. Do not record the 'RCA Former Principal 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 the 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 6
15	CAO referral required for private trust or private company A new referral may not be required if the care recipient or partner has an interest in a private trust or private company. Check if a Complex Assessment Officer (CAO) assessment has been completed within the last 12 months. Check the Document List (DL) screen for a Completed CAO Assessment DOC and review the CAO Assessment DOC to make sure the most recent information is applied to the 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 for and CAO referrals Identifying and making suitable referrals to the Complex Assessment Officer (CAO) for details on referring to a CAO for assessment, go to Step 16
16	Customer First update Use the CAO Referral guided procedure to complete in the Residential Care System (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 complete, see Table 6

Finalise the RCA/HOM activity

Table 6

Step	Action
1	Means assessment is ready to finalise Has the care recipient departed from Support at Home before the completion of this means assessment? Yes, go to Step 2 No, go to Step 5
2	Care recipient departed from Support at Home To retain entry information in the Customer First record, the RCA/HOM activity is finalised for all departed care recipients. Was the means assessment able to be completed? Yes, go to Step 4 No, go to Step 3
3	Care recipient departed from Support at Home - means assessment not completed Reject the RCA/HOM activity in Customer First when: a care recipient departed from Support at Home before their means assessment is finalised, and the means assessment was not completed, for example, the information/documentation needed was not lodged To reject: Key 'S' to select the RCA/HOM activity Go to Benefit Action (BA) screen to reject the RCA/HOM, Key: RCA in the SVC RSN field REJ in the Action field OTH in the Reason field the date of event/entry (DOV) in the Effect Date field Notes: REJ-OTH Customer departed from Support at Home before means assessment completion Use Fast Note - select Auto Text, use Aged Care > Assessment > Aged Care MA Rejected Other to record the action taken
4	Code discharge details After the RCA/HOM activity is finalised, record the discharge information in Customer First. Go to the RCIRC screen: Add the departure date into the Discharge Date field. This is the Departure Date recorded in the ACSP or ACMPS Key ? in the Discharge Reason field. Select the reason that most closely matches the Departure Reason coded in ACSP or ACMPS Complete the activity Annotate the Aged Care > Assessment Fast Note with the discharge details Procedure ends here
5	Finalise the means assessment Finalise the means assessment as means not disclosed (MND) when the care recipient: has not provided an Aged Care Calculation of your cost of care after the initial request was sent, or has not replied to an Aged Care Request for Information (RFI) letter sent, or chooses not to disclose their information Is this assessment being finalised as MND? Yes, go to Step 6 No, go to Step 7
6	Finalise the RCA/HOM activity as means not disclosed (MND) Care recipients pay the full amount for the cost of their care if a means assessment is finalised as MND. Before finalising the means assessment as MND, check if the care recipient has a current means assessment completed by the Department of Veterans' Affairs (DVA). Check means assessment data in: ACSP: Means testing Means testing current summary ACMPS: Means Testing Data tab Means Tested Assessments tab If this entry event is due to a care recipient changing responsibility from DVA to Services Australia, do not complete as MND. See Aged Care means assessment - preliminary checks for more details. Check existing entries on the RMND screen: delete any previous entries in the Reform Enquiry Means Test field on the RMND screen if MND was previously coded as ‘Yes’, this may need updating to ‘No’ or blank For a Support at home entry from 1 November July 2025, a care recipient can elect to not disclose their means and when their means testing information is provided at a later date, the date of effect will be the day they withdraw the MND election e.g. the date of receipt of the means information and cannot be equal to their date of entry. Finalise the means assessment as means not disclosed (MND) when a care recipient: has not provided an Aged Care Calculation of your cost of care: after the initial and second request sent and no response received has not replied to a request for further information (RFI) letter, or chooses not to disclose their income and assets details In Customer First, go to the RCA Means Test Details (RMND) screen within the RCA/HOM activity and key (I) the following: Upper section of RMND: Means Not Disclosed Date of Event: code date of entry into care Means Not Disclosed Indicator: code Y
7	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. Access the Fast Note workflow and complete the following fields: Who contacted: CUS - Customer or CSO - Customer Service Officer Service Reason: RCA Date of receipt: code todays date Channel: select from the dropdown menu Source: select from dropdown menu Use Fast Note: Finalised claims - select Auto Text, use Aged Care > Assessment > HOM Care Assessment - FIN to document the assessment outcome Rejected claims - select Auto Text, use Aged Care > Assessment > Aged Care MA Rejected OTHER to record the action taken Link the Fast Note to the open RCA/HOM activity. Complete applicable fields of the Fast Note including all relevant detail. For example: When a verbal assessment was completed with changes coded, record that the verbal declaration automated message has been read or played, and it was agreed to If an update was made that differs from the information lodged. For example, a care recipient failed to provide bank account balances on the Aged Care Calculation of your cost of care but later provides a verbal balance The DOV recorded in the Fast Note should match RCA Circumstance (RCIRC) date of entry coding.
8	Assessment result (AR) When the Fast Note is complete: select 'S' RCA/HOM activity from Activity List (AL) screen and go to the Assessment Results (AR) screen Check results of assessment 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))
9	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 and 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 income support payment, request required forms/documents under relevant payment type. See Verifying income and assets and Requesting information (CLK)