of whether to ask the complainant to raise their concerns with the service provider for local level management or whether to handle it as an in-scope complaint. The following information is additional to that provided in Chapter 4 Intake Phase and outlines specific processes relevant to CHSP and NATSIFACP complaint management during the intake phase. What is in-scope information relevant to aged care services under a Comprehensive Grant Agreement? Officers assess whether the information is in-scope by: Determining that the information relates to the responsibilities of a service provider providing services to a person receiving: CHSP services and support. A list of CHSP services and support is found in the CHSP Programme Manual 2015. NATSIFACP services. CHSP Comprehensive Grant Agreements may include special conditions for service delivery to a small number of people in groups’. For example, HACC services ‘non-target for people who are NOT older Australians, or HACC services for older Australian clients living in cross border areas of Victoria or Western Australia. To determine that the information relates to CHSP service delivery, officers should collect information on the service provider name and contact details, the client’s age group, and whether the client/carer identifies as an Aboriginal and/or Torres Strait Islander. Note: Older Australians are defined as people who are 65 years or more of age or people who identify as Aboriginal and Torres Strait Islanders who are 50 years or more of age. Determining that the information relates to a responsibility of a service provider as defined in the Comprehensive Grant Agreement. Responsibilities of service providers include: the quality of services provided to care recipients/clients (as funded through the Programme) user rights for people to whom the care is provided (as applied through the Charter of Rights and Responsibilities for Residential care or Home care), and accountability for the care that is provided and the basic suitability of their personnel to deliver the funded services. In-scope information related to service providers under a Comprehensive Grant Agreement may be classified as: Enquiry Service provider management Complaint Programme referral Out-of-scope information
of whether to ask the complainant to raise their concerns with the service provider for local level management or whether to handle it as an in-scope complaint. The following information is additional to that provided in Chapter 4 Intake Phase and outlines specific processes relevant to CHSP and NATSIFACP complaint management during the intake phase. What is in-scope information relevant to aged care services under a Comprehensive Grant Agreement? Officers assess whether the information is in-scope by: Determining that the information relates to the responsibilities of a service provider providing services to a person receiving: CHSP services and support. A list of CHSP services and support is found in the CHSP Programme Manual 2015. NATSIFACP services. CHSP Comprehensive Grant Agreements may include special conditions for service delivery to a small number of people in ‘non-target groups’. For example, HACC services for people who are NOT older Australians, or HACC services for older Australian clients living in cross border areas of Victoria or Western Australia. To determine that the information relates to CHSP service delivery, officers should collect information on the service provider name and contact details, the client’s age group, and whether the client/carer identifies as an Aboriginal and/or Torres Strait Islander. Note: Older Australians are defined as people who are 65 years or more of age or people who identify as Aboriginal and Torres Strait Islanders who are 50 years or more of age. Determining that the information relates to a responsibility of a service provider as defined in the Comprehensive Grant Agreement. Responsibilities of service providers include: the quality of services provided to care recipients/clients (as funded through the Programme) user rights for people to whom the care is provided (as applied through the Charter of Rights and Responsibilities for Residential care or Home care), and accountability for the care that is provided and the basic suitability of their personnel to deliver the funded services. In-scope information related to service providers under a Comprehensive Grant Agreement may be classified as: Enquiry Service provider management Complaint Programme referral Out-of-scope information
dss_accs_guidelines_-_final.docx