Aged care volunteers - what is the ACVVS Volunteer Scheme?

Aged Care Volunteers ACVVS Volunteers Scheme

As of the 1st of July 2023, The Aged Care Volunteer Visitors Scheme (ACVVS) replaced the Community Visitors Scheme (CVS). The ACVVS aims to provide a free resource for older Australians, particularly those at risk of being socially isolated, that connects them with volunteers.

 

Sourcing volunteers

Should you sign up to receive a volunteer, the ACVVS will help to pair you with a like-minded volunteer. You and your volunteer will have the opportunity to spend time together, chatting and doing various activities.

Volunteers are matched with care recipients who would benefit from their interaction. For example, a care recipient who prefers to speak French would be paired with a volunteer who can also speak French. In this way, the ACVVS allows you to match with a volunteer who is aligned to your cultural or linguistic background, or who has interests similar to yours.

Unfortunately, older Australians can feel isolated for a variety of reasons, and the ACVVS program allows you to connect with volunteers who can help you reconnect with your culture, heritage, or community.

In addition to providing a social experience, your ACVVS volunteers can help you engage in your favourite activities, prevent you from feeling lonely, and allow you to discuss your feelings and concerns.

Why use the ACVVS?

Studies have shown that the ACVVS positively contributes to the lives of Australians with a Home Care Package on both a mental and emotional level. Regular social interaction, particularly with a trusted volunteer, can help you feel a sense of belonging, reduce feelings of isolation, and prevent stress.

The Department of Health and Aged Care currently funds more than 140 community organisations that provide trained volunteers for social experiences with older people. Volunteers are sourced from aged care services providers and health professionals, but family and friends are also encouraged to participate. This means that there is a large number of volunteers for you to be paired with, based on what you’d like to achieve from the program.

Aged care providers’ role

Aged care providers have an essential role in the ACVVS. With direct access to care recipients, it is crucial for aged care providers to inform you of the ACVVS, and your ability to access beneficial volunteer services.

In addition, aged care providers must:

  • Refer eligible care recipients to ACVVS (particularly those from a diverse background)
  • Remain in communication with the ACVVS volunteer manager should circumstances change with the care recipient

Providers should also be aware that:

  • ACVVS volunteers should be considered similarly to visiting friends or family members, including visiting hours on weekends and after 5pm on weekdays
  • Do not need to complete a service agreement between the ACVVS organisation and the Home Care Package provider

Your care provider will always work to ensure that you are matched with a volunteer who will help enrich your life and achieve your goals.

ACVVS volunteers’ role

  • Volunteers are essential to the ACVVS; without their assistance, the scheme would be unsuccessful. Importantly, volunteers must attend at least 20 visits a year with the same care recipient to ensure a strong relationship is developing.

ACVVS volunteers should also be aware that they must:

  • Complete a national police check
  • Work within their ACVVS organisation’s rules and policies (not the Home Care Package provider)
  • Are not to access a care recipient’s personal or care records
  • Continue to work with the same care recipient

Volunteers are available to spend time with you; whether you want to play a card game, go for a walk, or just chat.

ACVVS volunteer managers’ role

ACVVS volunteer managers, or Auspice Coordinators, are the link between Home Care Package Providers and ACVVS volunteers. They play a vital role within the scheme, and their key tasks are to:

  • Recruit, train, and provide support for volunteers
  • Increase awareness of the ACVVS
  • Maintain an open line of communication between the ACVVS organisation and Home Care Package Providers they work with
  • Work to resolve any issues or concerns raised by volunteers, care providers or care recipients
  • Ensure volunteers are matched with an appropriate older person

Volunteer managers ensure that your ACVVS experience is always running smoothly. If you ever experience a problem with a volunteer, your volunteer manager is the person to speak to.

Accessing the service

The ACVVS is an important service that provides much-needed social care to older Australians who have a Home Care Package. If, at any time, you feel isolated or lonely, organising a friendly volunteer is only a phone call away.

The scheme is a great opportunity for you to connect with similar people and make new friends.

For more information on the ACVVS, visit this site or contact your Home Care Package Provider.

If you think you or someone you know may benefit from an ACVVS volunteer, visit this site or register to volunteer here.

Links by State:

New South Wales, Victoria, and the ACT

Queensland

South Australia

Western Australia

Tasmania

Northern Territory

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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Share the Care: Refer a friend to Trilogy Care

Share the Care Refer a Friend

Are you happy with the care and support you receive from Trilogy Care? We believe that the best recommendations come from those who’ve experienced our services firsthand, which is why we’re excited to introduce Share the Care, our referral program!

By referring friends, family, or acquaintances to Trilogy Care, you can help others receive the high-quality home care they deserve. Plus, for every successful referral where your friend selects Trilogy Care as their Home Care Package provider, you’ll receive a $100 Bill Fairy voucher.

Friends helping friends – it’s the best kind of care.

Why refer a friend?

Help your friends: Ensure your friends and family get the same trusted, quality care you receive.

Strengthen community: Build a community of well-cared-for individuals with Trilogy Care.

Earn rewards: Enjoy a $100 Bill Fairy voucher for each successful referral.

By participating in Share the Care, you’re not only helping others discover top-quality home care but also earning rewards as our way of saying thank you. Start referring today and enjoy the benefits of sharing Trilogy Care’s exceptional services!

How to refer a friend

Referring someone to Trilogy Care is simple:

Referral link: Share your unique referral link directly with friends, family, or acquaintances through email, social media, or any other communication methods.

Direct contact: Alternatively, the referral may call Trilogy Care and provide the referee’s details over the phone.

Refer now

Eligibility

To ensure the success of our referral program, the following criteria must be met:

Referrer eligibility

Current care recipient or authorised representative: The referrer must be an active Trilogy Care care recipient or authorised representative of a current Trilogy Care care recipient with at least three (3) months of continuous service at the time of the referral.

Valid contact details: The referrer must provide accurate contact information for the person being referred.

Consent: The referrer must have obtained explicit consent from the referred person to share their contact information with Trilogy Care.

Referred person eligibility

New to Trilogy Care: The referred individual must not have previously or currently received services from Trilogy Care.

Service agreement: The referred individual must have a current Home Care Package and agree to receive services from Trilogy Care as a result of the referral.

Three months of service: The referred individual must remain a care recipient with Trilogy Care for at least three (3) consecutive months.

Referral criteria

To take part in the Share the Care program, your referral must be a new contact who hasn’t previously used Trilogy Care’s services.

By joining our Refer a Friend initiative, you’re not only helping others discover high-quality home care but also receiving rewards as a thank you from us. Start referring today and share the benefits of Trilogy Care’s exceptional services with your community!

For more details, please refer to the terms and conditions  on our website.

If you have any questions, feel free to email us at marketing@trilogycare.com.au

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

My Aged Care: nominating a representative

Young woman helping an older woman use a smartphone, with a care and companionship logo

Anyone who receives aged care services, from the Government must be registered with My Aged Care. When it comes to communicating with the My Aged Care contact centre, there are some strict rules in place to protect your privacy and autonomy, so they can only discuss your situation with you personally, or with a person who has authority to speak on your behalf.

What Can A Representative Do?

  • Give information to My Aged Care, including talking to Assessors and service providers on your behalf.
  • Get information about your progress in My Aged Care.
  • Be the first point of contact (Primary Contact) for My Aged Care.
  • Make decisions about aged care assessment and referrals for services.
  • Receive email notifications and correspondence from My Aged Care.

When should I get a representative?

If you require help contacting your Home Care Provider or My Aged Care about your care services, a representative can assist you navigate the system. They are not required to be your partner or family. It can be a friend or carer. When choosing someone to represent you, trust is a key factor, as they can access your personal information.

Types of Representatives

Regular

You can consent to allowing someone to speak and act for you. Nominating them as a primary contact so My Aged Care will call them directly when required. You need to speak directly with My Aged Care to set this up, and you can change or cancel this at any time.

Authorised

When a person cannot consent to appointing their own representative, there needs to be documented evidence that someone else is legally appointed to speak to My Aged Care on their behalf. There will need to be proof that someone else can legally represent you, such as Guardianship, though the types of documents vary from State to State.

Can I become a representative?

You can! There are a few options when setting yourself up as a representative, depending on the older person’s situation.

Regular Representative

They’re not registered with My Aged Care

Apply for an assessment online: This assessment must be completed before anyone can access government-subsidised aged care services. 

Call My Aged Care: 1800 200 422 with the person you are going to represent to set yourself up.

They’re registered with My Aged Care

Use My Aged Care Online Account: You can be set up as their representative in the relationships section.

Call My Aged Care: Together you can call and set yourself up.

Speak to the assessor: You can be established as a representative during the assessment by the assessor, if you are present.

Authorised Representative

Complete and submit the Appointment of a Representative form.

For information about nominating a representative, you can call My Aged Care on 1800 200 422 or visit their website.

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.