Frequently Asked Questions (and Answers)

Frequently Asked Questions - Adssi

How do I know if I am eligible for in-home aged care?

If you are over 65 or over 50 ATSI and need some support to stay living at home (you may or may not have a carer), you may you may be eligible for government subsidised in-home aged care support.

The first step is to call MY AGED CARE (MAC) on 1800 200 422. MAC may recommend you for an in-home assessment - conducted by the Regional Assessment Service (RAS) and from here you can request Adssi to deliver the support you need.

The Commonwealth Home Support Program is not means tested provides low levels (approximately 1 - 2 hours/week) of support.

A Home Care Package is means tested and you will be required to make a contribution to the package. Centrelink determines this contribution. Accessing a  Home Care Package is available through My Aged Care.

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What area do you service?

If you live anywhere on the Central Coast or Northern Sydney, we can help you. We have a great team of local people available to help you with the things you need to do.

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Will I receive in-home support straight away?

Depending on your assessment and the availability of the government subsidised in-home support, you may be placed on a waiting list.

If you are placed on a waiting list you can still access our services on a fee for service basis while you wait for the subsidised support to become available.

If you are not eligible for subsidised support, or you need short term assistance, you can also choose to use our fee for service assistance.

Please call customer service on 1300 578 478 for more information.

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How do I access in-home aged care or NDIS support?

For government assisted in-home aged care, please call the MY AGED CARE (MAC)  on 1800 200 422 (over 65 or over 50 ATSI) for a confidential telephone assessment. You will need to register with MAC to be eligible for subsidies, including Home Care Packages.

For people living with disability under 65 or under 50 for ATSI, please call the NDIS on 1800 800 110 or visit www.ndis.gov.au

Alternatively, if you’d like to discuss private fee for service for yourself or someone you care for, please phone our customer service team on 1300 578 478.

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Who can refer?

With your permission, a friend, family member or your GP can refer you. You can also refer yourself. Please call the MY AGED CARE on 1800 200 422 (over 65 or over 50 ATSI).

If you're under 65 or under 50 for ATSI, please call the NDIS on 1800 800 110 or visit www.ndis.gov.au

If you want to take advantage of our fee for service options, the same applies; you can refer yourself or with your permission, a friend, family member or your GP can refer you directly to Adssi by phoning us on 1300 578 478.

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Will I have a regular worker?

Small teams are assigned to you to provide your service. This is to ensure, where practical, that the same people provide assistance. You’ll meet the members of your team and they will always have up-to-date information about your circumstances so you receive seamless support.

At times, due to illness or leave, your regular worker may be unavailable. When this occurs we offer you an alternative worker. In some instances, you may prefer to wait until the worker returns - it's up to you.

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Will service be at a regular time?

We operate with morning and afternoon shifts for domestic assistance such as help around the home, or transport for grocery shopping. On the day we can provide a more specific time to reduce the need for waiting around.

If you have a medical appointment, a specific time will be arranged to suit your needs.

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What happens to my service if I’m away for a period of time?

Please let us know if you are going away. You can phone or notify us in writing and we’ll put the service on hold for an agreed length of time.

It’s important to tell us so we keep the service on hold for your return. If you do not advise us, this may impact on you receiving future services or you may incur a cancellation fee.

Please note 24 hours notice is required to change or cancel regular services. This enables us to reschedule your worker’s duties and help other clients. You may be charged a cancellation fee if we are not advised, other than in an emergency situation such as unexpected hospitalisation.

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How much does in-home support cost?

Government assisted services are well subsidised and request a fee or contribution, depending on the program.

Please note no one is refused service due to an inability to pay. Both programs - Commonwealth Home Support Program and Home Care Packages are subsidised.

Our schedule of fees for HOME CARE PACKAGES is available here - the fees are taken from the budget (budget depends on your level). The Central Coast HCP schedule of fees is here: 2019 HCP Pricing_Adssi_Central Coast_20190719

The Northern Sydney HCP schedule of fees is here: 2019 HCP Pricing_Adssi_Northern Sydney_Northern Beaches_20190719

For the CHSP program, services average at around $48/hour and the subsidy is around $36 - this means you pay approximately $11 - $12/hour - please note this is approximate and your fee will be confirmed in your service agreement.

NDIS costs come out of your NDIS package and will be quoted prior to providing the support.

If you choose to access our fee for service options, please call customer service on 1300 578 478 for a schedule of fees.

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How often can I access in-home support?

My Aged Care (MAC) is the gateway to access subsidised in-home support.

Every person’s situation is different and an assessment will determine your support needs. The MAC will determine with you the best option e.g. low level via the CHSP program or if you need higher levels of support, via a Home Care Package (HCP).

If you are assigned a HCP, we'll discuss your needs and goals and together develop a support plan. The plan can be reviewed and adjusted to suit changes in your situation.

You can also choose to 'top up' the services you receive by accessing our fee for service options. Our customer service team can provide a schedule of fees. Please phone 1300 578 478 for more information.

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How do I pay?

There are several options including paying by credit card/debit card over the phone (please call 1300 578 478), Direct Debit deductions, internet banking (we will provide our details to you), in person at our Tuggerah office, or send a cheque in the mail.

We can send you an invoice (email or regular mail) if you prefer and we accept most credit cards either over the phone or in person at our office in Tuggerah.

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I’m a carer. What will the worker do whilst I have some respite time?

Every situation is different and the person requiring the care may have specific needs. Our focus is always on caring for your loved one and giving you peace of mind to leave whether for a short or longer term break.

A flexible agreed support plan will be developed in consultation with you and will include specific tasks dependent on the situation.

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Will I be stuck in some kind of contract?

A flexible support plan will be developed with you and can be changed at any time. This gives Adssi permission to provide home care services to you and security so you know what we will do and when we will do it.

You can cancel the service agreement if you no longer need it. Please provide 24 hours notice for changes or cancellations. No exit fee is charged if you move your Home Care Package to another provider.

Please note if you don't cancel a scheduled service and a worker arrives to find you not home,  or you are unwilling to proceed, a fee will be charged, other than in the case of an emergency (e.g. hospital admission).

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Will I be able to have services after hours or on weekends?

Depending on your circumstances, assessment and the type of service or support you need, we offer after hours and weekend services. Your case manager will discuss the best option for you to keep you safe and well at home.

Please call customer service on 1300 578 478 to discuss your specific needs.

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