How it works
Six stages from the first phone call to the first month in a new home. At each one, here is what you do and what we do.
How does an aged care placement service work?
We talk through the situation, help get the government aged care assessment done, ring homes to find real vacancies, come on tours, explain the fees and paperwork in plain English, and check in after the move. Families pay us a fixed fee; homes pay us nothing. We work in person across Greater Melbourne and by phone and video elsewhere.
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1We talk it through
- You
- Tell us what's happening: who needs care, where they are now, what's changed and how soon you need help.
- Us
- We ask the questions that shape everything later: care needs, the area, budget, faith or language, a pet, a partner. Then we tell you plainly what we'd do next, including if the free government help is all you need.
- Time
- About 20 minutes, free.
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2The assessment
- You
- Agree to the assessment and be there for it if you can.
- Us
- An aged care home can only offer a permanent room once the government's aged care assessment has approved residential care. We explain how to request it through My Aged Care, what the assessor will ask, and follow it up if it stalls. If the person is in hospital, the assessment is usually arranged there and we work with the hospital team.
- Time
- Often a few weeks in the community; faster in hospital.
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3A shortlist with real vacancies
- You
- Tell us what matters most: being near family, a particular faith or culture, a garden, a single room, dementia support.
- Us
- We ring homes that fit, confirm who actually has a suitable room and when, and write it up: each home's government star ratings, its published room prices, the care it offers, and our notes from the conversation.
- Time
- Usually within a week of the assessment, sooner if urgent.
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4Tours
- You
- Come and look. Bring the person if they are able to come.
- Us
- We book the tours and, in Melbourne, come with you. We bring a checklist: how staff speak to residents, the smell and noise, the food, the activities board, the room, the call bell response, and the questions most families forget to ask.
- Time
- One to three days of tours, at your pace.
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5Fees, the offer and the agreement
- You
- Decide on a home. Take financial and legal questions to the right adviser.
- Us
- We explain the room price, the daily fees and how the means test works, in general terms, and help you read the resident agreement before anything is signed. We give you a list of questions to take to a licensed financial adviser or Services Australia.
- Time
- A few days. There is usually a short window to accept a room offer.
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6Move-in and the first month
- You
- Label the clothes, choose a few things from home, and be there on the day if you can.
- Us
- We help plan the move: what to bring, what the home supplies, and who to tell. Then we check in during the first 30 days, when the worries usually come up, and help you raise anything with the home.
- Time
- Move-in day, then a check-in within the first month.
How we work with your family
The person needing care decides
Even when a son or daughter is the one paying, we work for the person moving. Where they're able to, they make the decisions about where they live, and we talk with them, not just about them. Under the aged care rights, older people have the right to make decisions about their own lives and to be supported to make them.
Who can act for someone who can't decide
Being next of kin doesn't give automatic authority to choose a home. In Victoria that decision belongs to an attorney appointed under an enduring power of attorney for personal matters, or a guardian appointed by VCAT. We'll ask to see the document. If nobody has that authority, we can still help you prepare, and we'll point you to the hospital social worker or the Office of the Public Advocate for the next step.
We help you sign, we never sign for you
Forms such as the means assessment and the accommodation agreement are completed and signed by the person, or by whoever holds legal authority. We prepare them with you and explain them. We don't act as anyone's agent or representative.
What we can't promise
We don't run aged care homes. We can't reserve a bed, promise a vacancy or a move-in date, or influence the government's assessment or approval. Vacancies change daily and each home decides who it offers a place to. What we do promise is to do the work with care and skill, and your rights under the Australian Consumer Law aren't affected by anything in our terms.
Questions families ask
Do we need an aged care assessment before you can help?
No. We can start straight away. The assessment is needed before a home can offer a permanent room, so getting it requested early is one of the first things we help with.
Do you have any influence over the assessment?
No. Assessments are done by the government's assessment organisations through My Aged Care, and nobody outside that system can change the queue or the outcome. What we can do is make sure the request is made correctly, that the situation is described clearly, and that it is followed up if it stalls. In hospital, assessments are usually arranged quickly.
Do we have to choose a home you suggest?
No. You can add any home you like to the shortlist, and the decision is always yours and the person needing care. We take nothing from any home, so we have no favourites.
Will you talk to Mum or Dad directly?
Yes, if they want to. The person needing care has the right to be involved in decisions about where they live. If they can't make decisions, we work with whoever holds legal authority, such as an enduring power of attorney or guardian.
What if the person does not want to move?
That is common and it deserves time. We can talk through options such as more support at home or a respite stay first. We will not pressure anyone into a move. Our guide on knowing when it is time may help.