Carer Gateway – support for carers

Carer Gateway

Carers are a crucial part of the aged care system. Without them, it would be impossible to provide the support needed by care recipients nationwide.

However, it is important to remember that carers are people too and should also have access to the support they need. Working in the aged care industry can be a rewarding experience but also one that is mentally and emotionally draining. This makes it vital that support workers are able to access resources that assist them in receiving the support they need.

To this end, many useful services have been created and implemented for carers. These include Carer Gateway and Wellways, initiatives designed to provide support for carers.

What is Carer Gateway?

Carer Gateway is a free government service that provides assistance to carers. A wide range of services are available, depending on each support worker’s specific needs. Carer Gateway is available for all support workers, regardless of age or support type.

Whether you’re looking to improve your skills as a carer or access emotional support, Carer Gateway is a service worth investigating.

How can Carer Gateway help?

Carer Gateway understands that support work can be a challenging task. In order to assist care providers, Carer Gateway has worked to establish several free services.   These include:

  • Support groups – Carer Gateway can connect you to in-person or online peer support groups, where you can discuss problems, achievements, and goals with similar people
  • Counselling – If you are experiencing negative emotions as a result of your support work, Carer Gateway can connect you with in-person or phone counselling sessions
  • Coaching – Carer Gateway can put you in touch with professional coaches who can help you improve your care skills, create plans and goals for support, and discuss your experiences
  • Respite services – Should you find yourself in a scenario wherein you cannot provide support work (such as an injury), Carer Gateway offers emergency respite. Their team will organize temporary care while you are unavailable
  • Support Packages – Carer Gateway can help you organise additional support, such as transportation or respite
  • Skill Courses – A number of courses have been created to assist with your support work

Each of these services can be accessed independently whenever required. In the event you are feeling overwhelmed, or you get sick or injured, Carer Gateway can connect you with the resources you need to organisation continued support for your care recipient.

Even the best support workers can fall ill or become burned out. In the aged care space, it is crucial to have reliable backups in place should you be unavailable to assist a care recipient. Carer Gateway is your go-to resource for planning future respite and additional care options.

Available service providers

Each state has different organisations in place to provide Carer Gateway services. Below is a list of the service providers in each state:

StateCarer Gateway Provider
QueenslandWellways
New South WalesWellways
The Benevolent Society
Carers NSW
Live Better
VictoriaMerri Health Community Services
Western AustraliaCarers WA
South AustraliaCarers SA
TasmaniaCare2Serve
Northern TerritoryCarers NT
Australia Capital TerritoryCarers ACT

Each organisation is responsible for delivering support services to care workers in its region, preventing any one organisation from being overloaded with requests for assistance.  It also means that services can be provided from local resources.

The organisations selected to pair with Carer Gateway have been selected due to their exemplary care records. Furthermore, each of these organisations is either a government run entity or a not-for-profit, meaning your needs will always be prioritised.

Emergency assistance

One of the most critical features of Carer Gateway is the emergency assistance that is offered. While emergencies are always unexpected, having a plan in place can help to prevent the worst outcomes.

Carer Gateway has tools available to assist you with emergency planning.

Using Carer Gateway

To access Carer Gateway, call 1800 422 737 between 8 AM and 5 PM, Monday through Friday. A staff member will then walk you through the registration process.

You can also request the Carer Gateway team contact you by completing this form.

Alternatively, you can visit the Carer Gateway website to learn more.

Trilogy Care can help

Trilogy Care understands that support work can be challenging work. Carer Gateway is one resource available to you as a carer whenever you need support.

Additionally, Trilogy Care has many resources available to support you. Our website contains a number of helpful blogs and articles. We have also created a FAQs page for common inquiries we receive.

Alternatively, you can contact us at any time on 1800 214 794 or visit our website to contact us.

Ensuring your invoices and reimbursements are paid quickly

invoice reimbursements bill Trilogy Care quickly

At Trilogy Care, we understand how important timely payments are, and we strive to process and pay invoices within 14 days of submission. However, delays can sometimes occur due to incomplete invoices, budget shortfalls, or unapproved items. To help ensure your invoices and reimbursements are processed smoothly and on time, we’ve put together this helpful guide with key tips to avoid common hold-ups.

1. Submit bills and reimbursements online

When you submit your invoices or reimbursement requests online, they are entered into our system immediately. You can find the submission links in the website header or in the Trilogy Care Portal.

VISIT NOW

To avoid delays, please refrain from resubmitting an invoice or reimbursement, as this can create duplicates and extend processing times.

2. Submit complete invoices only

Incomplete invoices or reimbursement requests may cause delays, as our team needs to gather additional information before they can be processed.

To ensure a smooth and timely payment process, please make sure your invoice includes:

  • Date of service
  • Business name
  • Business ABN
  • Care recipient information
  • An itemised list of services or products included
  • Invoice amount
  • GST amount (if applicable)
  • Total invoice amount

Providing all the necessary details upfront helps us process your payment efficiently.

3. Support service or carer compliance checks

If you are a support worker, please ensure that all required compliance documents have been submitted and your compliance check is complete before submitting any invoices.

If you are a care recipient, we recommend confirming that your support services have completed their compliance checks before they begin working with you.

4. Available budget

A common reason invoices or reimbursements may be delayed is insufficient funds in the available Home Care Package budget. Care recipients can check their available budget anytime through the Trilogy Care Portal or by contacting their care partner for assistance.

5. Care plan coverage

For an item or service to be covered by your Home Care Package, it must be included in your Care Plan. If it’s a new service or amendment of hourly rates/ number of hours, please reach out to your care partner for these changes to be added in your budget so that we can process your invoices seamlessly. Ensure you are aware of inclusions and exclusions.

By following these guidelines, you can help ensure that your invoices and reimbursements are processed smoothly and without delays.

If you are experiencing payment delays, you can review your current bills through the Trilogy Care Portal or contact our Accounts Team at 1300 459 190 for assistance.

Stay connected and manage your care with ease. Visit the Trilogy Care Portal to view your Care Plan and access important resources.

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Introducing the Trilogy Care Portal: an online service platform for care recipients

Advertisement for Trilogy Care Portal, a new way to access Home Care Package information

Trilogy Care is thrilled to announce the launch of our new online service platform, the Trilogy Care Portal. This innovative platform gives you greater control and flexibility in managing your Home Care Package, providing the tools and information you need to make informed decisions about your care. 

Who will use the Portal

The Trilogy Care Portal is designed for Trilogy Care recipients, their authorised representatives, service providers, and care coordinators. The Portal will provide online access to information relevant to the administration of your Home Care Package. It will offer easy access to your care plan, care budget, and other information necessary to manage your Home Care Package. 

A visual overview of your care needs and goals

Our new platform brings everything you need into one convenient location. Whether you need access to your care plan, want to track your spending, or need to contact your care partner, the Trilogy Care Portal has it all. The Portal makes it easier to stay on top of your care and make the most of your Home Care Package. 

Accessible and convenient

The Trilogy Care Portal is designed with accessibility in mind. It is available on all devices, including computers, tablets, and smartphones, ensuring you can manage your care from anywhere. The platform’s intuitive design makes it easy to navigate, even for those who may not be tech-savvy. 

Transparent budget tracking

One of the key features of the Trilogy Care Portal is its budget transparency. You can easily track your Home Care Package budget, view your expenditures and plan for future needs. This provides a clear view of where your funds are going, allowing you to make informed choices about your care and ensure that your budget is used effectively. You have complete control over your financial decisions, giving you peace of mind and confidence in managing your Home Care Package. 

Other features include: 

  • Real-time financial overview 
  • Detailed breakdown of fees 
  • Recent transaction history 
  • Historical account statements 
  • Improved communication with nominated contacts

Register for the Trilogy Care Portal

All Trilogy Care recipients and their authorised representatives have been emailed an invitation to register for the Portal. 

The email provides steps on how to set up your user account. 

Once you have finalised the registration, you will have immediate access to the Trilogy Care Portal.

If you’re a Trilogy Care care recipient or authorised representative who didn’t recieve an invitation to register, contact your care partner to ensure we have your up-to-date email details on file and they will resend the invitation.  

Help and support: 

Log into the Trilogy Care Portal: portal.trilogycare.com.au  

Click here

Workers compensation cover

Workers compensation cover

Workers compensation cover is an insurance payment to employees if they are injured at work or become sick due to their work.

This cover includes payments to employees to cover their wages while they are not fit to work as well as medical expenses and rehabilitation.

It is governed by individual Australian states and territories.

Who Offers Domestic Workers Compensation Cover?

First of all, please check your household insurance policy to see if it includes Public Liability and/or Domestic Workers insurance – the wording may include the likes of “this optional cover is only applicable in states or territories where this insurance can be offered in conjunction with a home contents policy.

Australian Capital Territory, Tasmania and Western Australia are the States and Territories where this cover is able to be obtained as an optional extra.

In all other states you will have to take out domestic workers insurance as a separate insurance policy as these States and Territories have no provision for adding these services to home insurances,

In NSW, Victoria and South Australia, the government authorities have approved designated insurers called “Scheme Agents” who act as Providers of such insurance policies.

Queensland is the only State where the State Government manages and provides coverage under “WorkSafe” – formerly known as WorkCover.

Domestic Work Cover - States & Territories

Here’s a state-by-state rundown of who offers domestic workers cover:

NSW Scheme Agents:

  • Allianz
  • CGU Workers Compensation
  • EML
  • GIO
  • QBE

VIC Scheme Agents:

  • Allianz
  • CGU Workers Compensation
  • EML
  • Gallagher Bassett
  • Xchanging

QLD (State Operated):

  • WorkCover Queensland's Household Worker's Insurance Policy

WA Private Providers (May be available as optional add-on to home and contents insurance):

  • Allianz
  • Catholic Church Insurance
  • GIO
  • Guild Insurance
  • CGU Workers Compensation
  • QBE Insurance
  • Wesfarmers General Insurance
  • Zurich

SA Scheme Agents:

  • EML
  • Gallagher Bassett

TAS Private Providers (May be available as optional add-on to home and contents insurance):

  • Allianz
  • Catholic Church Insurance
  • GIO
  • Guild Insurance
  • CGU Workers Compensation
  • QBE
  • Zurich

ACT Private Providers (May be available as optional add-on to home and contents insurance):

  • Allianz
  • Catholic Church Insurance
  • GIO
  • Guild Insurance
  • CGU Workers Compensation
  • QBE
  • Zurich

NT Private Providers:

  • Allianz
  • GIO
  • CGU Workers Compensation
  • QBE

Please check the relevant State or Territory website for specific information relating to your responsibilities regarding insurance coverage in your individual situation.

ACT

NSW

NT

SA

QLD

TAS

VIC

WA

For more information on your support workers qualifications follow this link. Make sure you are ready to self-manage your Home Care Package by following this checklist. Start your self-managed journey today by clicking on 'Get Started' below this article.

How to recognise deterioration?

Deterioration

As an aged care worker or client, it is important to understand and recognise the signs of deterioration in physical and mental health. This ensures that better care can be provided. This article will provide an overview on how to recognise the signs, and how to manage deterioration in health.

What is Deterioration?

When a decline in someone's physical or mental health occurs, it is called deterioration. There are specific signs that someone may display which can help you identify if a person's condition is worsening.

They can be:

  • Loss of appetite.
  • Reduced intake of food and drink.
  • Pass in and out of consciousness.
  • Experience increased periods of sleep and require rests more often.
  • Decreased movement.
  • Become bed bound.
  • Experience difficulty swallowing or breathing.
  • Become increasingly disorientated.

What do I Need to Do?

As a carer, friend, or family member to a client of Trilogy Care it is important and necessary to report to us if you notice any of the following:

  • Decrease in activity levels.
  • The client has higher care needs than normal, and their health deteriorates quickly.
  • Weight loss/The client is not putting on weight.
  • An emergency transfer to hospital occurs.
  • The client's family or partner require increased support and assistance in caring for them.
  • The client's experience's a decline in their health and there is no improvement, or it worsens.
  • You are unable to wake them.
  • The client is disorientated in a manner that is unusual to them.

Care workers are often the first to recognise changes in their clients because of their exposure to them. There are many chronic conditions that people live with every day, however, are not necessarily life threatening (Like Dementia and Diabetes). For clients with these conditions, the end-of-life phase can last months or even years. It is especially important to escalate any concerns to your senior staff and Trilogy Care.

How do I Report to Trilogy Care?

Reporting a change in condition, an incident or accident is critical in ensuring Trilogy Care can continue to safely support a client's care needs and manage their home care package effectively. An incident or accident may relate to an event that has occurred whilst receiving services or not.

Visit our website and press on the 'Incidents' tab at the top of the page. This will take you to our incident reporting form. From here fill out the form, and the Care Management Team will contact the client and their representative (if applicable) to discuss the matter and determine the most appropriate course of action.

What do we do with this information?

With this information, here is what can be done to assist your client or family member:

  • Discuss the situation with the client (where possible) and their family.
  • Perform a Care Review to determine any changed or new care needs.
  • Manage their symptoms and create or amend their Pain Management Plan.
  • Provide advice and support to the client and their family.
  • Refer the client and their family to the appropriate support services.
  • Discuss the clients wishes regarding their care and treatment to ensure their wishes are met.

Stay up-to-date on all news regarding Home Care Packages with Trilogy Care's Facebook. Trilogy Care provide a variety of resources to assist you with your Home Care Package needs, and continue living healthy, supported, and independent lives. To find out more visit our website or email: info@trilogycare.com.au.