Shepparton will become one of the first locations in Australia to receive a new My Aged Care face-to-face service that will be dedicated to supporting senior Australians to access and navigate the aged care system.

From Monday, senior Australians will be able to talk directly to a My Aged Care specialist officer at Shepparton’s Services Australia facility on Maude Street.

Federal Member for Nicholls, Damian Drum, said the service forms part of the Federal Government’s commitment to helping senior Australians and their families connect to the aged care system and get access to the best personalised support and care available.

“The addition of face-to-face services in Shepparton is great news for the local community,” Mr Drum said.

“Shepparton is one of 15 Services Australia sites that will initially offer the aged care specialist face-to-face service, which will expand to 80 sites by the end of next year.

“At that point, there will be 10 aged care specialist officers providing outreach support to senior Australians in rural and remote areas.

“Appointments to see an aged care specialist officer can be made by visiting the Shepparton facility on Maude Street or by phoning 1800 227 475.”

Minister for Health and Aged Care, Greg Hunt, said the new face-to-face service in Shepparton will make it easier for senior Australians and their loved ones to make decisions about care as they age.

“Planning for aged care can be overwhelming for many senior Australians and their families,” Mr Hunt said.

“This new face-to-face service allows seniors and their representatives to sit down with a service specialist and talk through their aged care needs.”

Minister for Senior Australians and Aged Care Services, Richard Colbeck, said the expanded service offering will give people greater choice in how they access aged care information, and complements existing online and phone services.

“The new face-to-face service is designed to work together with the Federal Government’s My Aged Care website and call centre,” Mr Colbeck said.

“It also means senior Australians can access information about aged care, health and social services all in the one location – it creates a one-stop-shop for information.”

Minister for Government Services, Linda Reynolds, said Services Australia’s aged care specialist officers can help with providing detailed information about aged care services, offering financial information, registration and referral for aged care assessments, and connecting senior Australians with local support services, social workers, interpreters, and advocates.

“In addition, all Services Australia staff can provide general information about aged care and assist with connecting people to more specialised assistance, including My Aged Care’s online or phone services,” Senator Reynolds said.

“Whether you are looking for help at home or considering a move to residential aged care, our staff can assist you and step you through the process.”

The new service offering is part of the Federal Government’s $17.7 billion aged care reform package in response to the Royal Commission.

It comes as the Government extends another successful program to help senior Australians engage with the system. The aged care navigator trials will now operate until December 2022 and will focus on individual and intensive support for isolated clients.


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