Online Carer and/or Close Relative Assessment 065-21050527

A Service Officer may receive an online claim or ACC as a work item with a keyword of ACOLCCAR. A carer and/or close relative assessment triggers as a supplementary task when a customer advises in their claim:

• they own their home, and
• they have a carer and/or close relative living in their home

The customer provides the carer and/or close relative assessment instructions to their carer and/or close relative.

The carer and/or close relative confirms their details online using the Services Australia website:

• they have 21 days to respond to the request
• the means assessment needs to be held for 21 days from date of issue

Current status of the carer and/or close relative assessment

• Carer and/or close relative assessment is outstanding
• A claim number and Temporary Access Code (TAC) has issued as part of an online calculation of ‘your cost of care’. Go to Step 2
• No carer and/or close relative assessment issued
• Customer has lodged an online calculation of ‘your cost of care’. They are now stating that there is a carer and/or close relative living in their principal home, Go to Step 7

If a carer and/or close relative assessment issues, an assessment task for this presents within the online claim.

Is the carer and/or close relative able to confirm their details online?

• Yes, go to Step 3
• No,
• unable to, or chooses not to use online services, go to Step 4
• carer and/or close relative assessment is no longer required, go to Step 8

They can complete their assessment:

• Online through their myGov account
• sign in to myGov
• select Centrelink
• select Income and assets
• select income and assets details
• select Carer and/or close relative assessment for aged care
• Online through website
• Go to Services Australia website
• Search for Aged Care Carer and/or close Relative Assessment

Once they access the online assessment, they enter the claim number and their TAC and complete the questions.

Once complete, the response is able to be viewed as a PDF document in Document Tools.

Procedure ends here.

A customer, carer and/or close relative may contact if they are not able to complete an online assessment to confirm their circumstances.

• The carer and/or close relative needs to give their consent to access their information
• The claim number and temporary access code (TAC) is required to validate the request
• If the carer and/or close relative cannot provide the claim number and TAC, the customer can give verbal permission to confirm details

The carer and/or close relative needs to:

• confirm the claim number and TAC
• provide their CRN, and
• give consent to access their Centrelink record after reading the following:
• By providing consent, you are allowing Services Australia to use relevant information collected from your record to determine the value of a person’s assets under the Aged Care Act 1997. Do you give your consent?

Has the carer and/or close relative met all of these criteria?

• Yes, go to Step 5
• No, go to Step 6

Go to the carer and/or close relative’s record in Customer First. Confirm that at the DOV the carer and/or close relation:

• has lived in the former principal home with the care recipient for:
• the past 2 years for a carer, or
• the past 5 years for a close relation
• is in receipt of (or is eligible to receive) an ISP. Note: Carer Allowance is not an ISP

See Aged care means assessment – protected person for further information.

Is this information enough to confirm that the carer and/or close relative meets the criteria of a protected person?

• Yes,
• Set the Carer and/or close relative Confirmation task to Provided
• Annotate Progress of Claim doc with confirmed information from the carer and/or close relative
• Online claim is now ready to complete
• Procedure ends here
• No,
• Advise that the carer and/or close relative has to complete the Aged Care Carer and/or close relative assessment (SA483)
• Annotate Progress of Claim doc to advise this has been requested
• Procedure ends here until SA483 is returned

If details cannot be confirmed using a CRN, or when they require a form:

• Advise that the carer and/or close relative needs to complete the Aged Care Carer and/or close relative assessment (SA483)
• Annotate Progress of Claim doc to advise this has been requested
• Procedure ends here until SA483 is returned or time to return has expired

If the carer and/or close relative is available and can identify themselves go to their record in Customer First. Confirm that at the DOV the application/start date of the online claim they:

• lived in the former principal home with the care recipient for:
• the past 2 years for a carer, or
• the past 5 years for a close relation
• are receiving (or are eligible to receive) an ISP. Note: Carer Allowance is not an ISP

See Aged care means assessment – protected person for further information.

Is this information enough to confirm that the carer and/or close relative meets the criteria of a protected person?

• Yes,
• Annotate Progress of Claim doc with confirmed information by the carer and/or close relative
• Online claim is now ready to complete
• No,
• Advise that the carer and/or close relative needs to complete the Aged Care Carer and/or close relative assessment (SA483)
• Annotate Progress of Claim doc to advise this has been requested
• Procedure ends here until SA483 is returned

• Locate the Request and Manage Customer Tasks guided procedure in Customer First
• Select the Claim Id from Existing Open claims
• Customer tasks will display
• Set the Carer and/or close relative Confirmation task to Not Required
• Select Save

Online claim is now ready to complete.