Client Services

Services available through Care Connect include:

Case Management: Care Connect receives program funding through various State Governments, and the Department of Health and Ageing (the Commonwealth Government) to provide case management services through a number of specific programs including Aged Care, Disability Care and Respite Care.

Click here for more information on case management.

Private Case Management: Care Connect also undertakes a range of privately-contracted user-funded case management services, available immediately and for any length of duration, dependent on your individual requirements.

Click here for more information on private case management.

For More Information:
To talk with an Intake Worker at a Care Connect office near you, please call or email us:
Free Phone: 1800 116 166
Email: info@careconnect.org.au

Who is eligible for Care Connect programs?

The programs are available to:

• People who are frail aged requiring case management.
• Adults with multiple health problems that require input from a large number of services in a coordinated way and
• Families at risk of breakdown due to caring for an adult or child with a disability or complex care needs.
• Children with disabilities.

Although the names and types of programs vary depending on government funding, eligibility is decided according to each program’s guidelines. People are eligible for the program provided that the anticipated cost of the agreed care plan does not exceed the available resources.

Once eligible to be considered, your name is placed on the needs register/waiting list until a vacancy is available. When a vacancy becomes available, a Case Manager will arrange to meet you to discuss your needs and plan services to help you to remain as independent as possible, at home and in the community.

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What does a Case Manager do?

Case Managers employed by Care Connect have tertiary qualifications in a health-related discipline and extensive knowledge and experience in the provision of community care services.

Your Case Manager is your primary contact person. They work with you to identify your needs, coordinate the required services and through on-going contact, ensure as far as possible that services are available, accessible and suitable. They will contact you as often as required and will review your service regularly to ensure that it is appropriate, within the available resources. Your Case Manager will negotiate with you how much or how little involvement you may need in managing your care plan.

*For the purpose of this service information all Case Managers and Care Coordinators will be called 'Case Managers'.

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What services can be accessed?

The amount of support provided is flexible and tailored to what you require within the available resources and funding. Services may include: personal and respite care, recreational activities and equipment, nursing services and supplementary funding from other sources. Each person's needs are different. Although you or the person you are caring for may have the same medical condition as another Care Connect client, factors such as financial situation, availability of support from extended family and friends and the person's age, can all influence the level and type of services provided. Please discuss your requirements with your Case Manager. As with all programs, resources are limited, and it may be that everything requested cannot be funded. Care Connect endeavours to meet client/carer needs creatively by seeking available resources in the community. It is the responsibility of Care Connect, as the coordinating agency, to balance the needs of all the clients on the program. If you are unhappy with a decision about funding, please discuss this with your Case Manager who will refer you to the Complaints and Grievance Procedure.

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Who provides the care at home?

The services you may receive at home may be provided by a variety of different agencies. However you can be assured that Care Connect endeavours to purchase services from organisations, which have qualified and experienced staff in aged and disability services to ensure you receive quality home based services.

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How much does it cost?

The Commonwealth and/or State Government subsidizes the majority of the cost of your care package.  Care Connect, in compliance with government guidelines, charges fees for its Case Management services. The fee agreed between you and your Case Manager is a contribution that goes directly back into client service programs. The fee is a self assessed amount, based on our policy.  No-one is refused service because of an inability to pay. The fee is reviewed at every twelve month Care Plan review. Should you ever have any concerns regarding your fee or a fee processing procedure, please contact your Case Manager who will explain or resolve the issue.

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Some helpful hints for care at home

Having a care worker from a support agency in your home may affect your sense of privacy. Just as sharing a house has its tensions, having workers in your home can be difficult. Your home is also their place of work!

The following tips can help minimise this tension:

• Let the agency care worker know what you prefer from the start. These can seem trivial issues but working arrangements can fail because of a seemingly insignificant issue.
• If a problem arises e.g. communication, punctuality or standard of service provided, deal with it straight away. Raise it first with the worker. If you cannot do this or if the problem is not resolved, discuss it with your Case Manager.

Friendships and working arrangements do not mix well. Agency care workers are likely to become a valued and trusted person in your home and to maximise the benefits of that role, it is recommended that the working relationship remains professional. The agency care worker has the right to a safe and comfortable working environment. Safety relates to security issues and avoiding injury. For example, agency staff may need some equipment, such as a lifting aid, or hoist to help move a person from bed to wheelchair. Although you may choose not to use the equipment, under Occupational Health and Safety regulations, the worker may need to use the equipment to reduce the risk of injuries to themselves and clients.

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What are your rights as a client of Care Connect?

As a client of Care Connect, you have a right to:

• Information about service options.
• The appropriate services, within the available resources, to meet your needs.
• Decide which of the services you wish to access and how these will be provided.
• Services of the highest standard possible.
• The provision of services within a reasonable timeframe.
• Respect regarding your beliefs and personal wishes, as well as support that is culturally relevant/ sensitive to your needs.
• Identify the level and involvement you want your Care Manager to have in managing your care.
• Refuse services if you wish.

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As a client of Care Connect, it would be most helpful if you:

• Inform your Case Manager or service staff of any changes in your situation that may affect the way that services need to be provided to you.
• As far as possible, communicate with your Case Manager and support staff clearly and effectively.
• Let us know about the quality of the services provided to you, so we can provide the best services possible – a formal feedback sheet will be made available to you at each yearly review and via regular client feedback processes.
• Care for and report any damage to equipment provided by and through the program.

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