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• Share Care finder Agent Functionality Issue and Solution on Facebook Share Care finder Agent Functionality Issue and Solution on Twitter Share Care finder Agent Functionality Issue and Solution on Linkedin Email Care finder Agent Functionality Issue and Solution link

  Care finder Agent Functionality Issue and Solution

  over 2 years ago

  Please see the below information from DoHAC regarding one of the issues with the Agent functionality that has been brought up in our Community of Practice meetings.

  The new Agent functionality, introduced to the in the My Aged Care (MAC) Service and Support portal (the Portal) in April 2023, has provided greater client support options for care finders. Unfortunately, a system defect has been found with this new functionality and has resulted in some care finders having a limited ability to use the system as intended. This defect is being addressed but this information has been shared so that care... Continue reading

  Please see the below information from DoHAC regarding one of the issues with the Agent functionality that has been brought up in our Community of Practice meetings.

  The new Agent functionality, introduced to the in the My Aged Care (MAC) Service and Support portal (the Portal) in April 2023, has provided greater client support options for care finders. Unfortunately, a system defect has been found with this new functionality and has resulted in some care finders having a limited ability to use the system as intended. This defect is being addressed but this information has been shared so that care finder organisations are aware of the situation and the work-around solution until the problem is resolved.

  Issue

  Some Portal users, who are assigned both service and support roles in the Portal, have found the Portal to error out on them with the message ‘Oops… something went wrong…’ when trying to perform specific functions (such as editing staff accounts or accessing client information). This error is occurring because these two roles (service and support) are not working properly together in the back end of the portal.

  Solution

  These issues have been investigated by our ICT delivery partners, and fixes have been identified. These fixes are scheduled for the next My Aged Care System update (Release 28) which is to occur in October 2023.

  What can care finders do while waiting for the fix?

  While waiting for the Agent functionality issues to be resolved, affected care finders can still assist their clients as follows:

  If there is an established Agent-client relationship in the My Aged Care System, the care finder can:

  1. call the contact centre’s industry line, on 1800 836 799, for assistance (as per the parameters of the Agent role, see below table). The client does not need to be present, or
  2. ask a colleague (who has access to the portal) to assist in accessing the required client information. (Note: this will not work for ‘named individual’ relationships, the named staff member will need to call My Aged Care).

  If there is no established Agent-client relationship in the My Aged Care System, the care finder can:

  1. call the contact centre’s industry line, on 1800 836 799, for assistance with the required information (if the client is present on the call and agreeable) and select the IVR option 3, that is ‘If you’re an organisation agent with a client’.
  2. call the contact centre back for assistance (with the client present and agreeable), or
  3. can access the information through the client’s online account (if the client is present and agrees to this).

  If the issues relate to Agent Manager or Administrator functions, you can speak to another colleague who holds either the Administrator or Agent Manager role to undertake the administration functions you are unable to perform.

  As this issue occurs when staff are assigned both service and support roles, Agent Managers and Administrators should keep this in mind when assigning additional roles to staff in the Portal.

  Any further enquiries about this error should be directed to the contact centre for additional support.

  Thank you all for understanding and support with the implementation of the new Agent functionality.
• Share Follow Up Warning - Shut down of MAClearning system from 9-11 August 2023 on Facebook Share Follow Up Warning - Shut down of MAClearning system from 9-11 August 2023 on Twitter Share Follow Up Warning - Shut down of MAClearning system from 9-11 August 2023 on Linkedin Email Follow Up Warning - Shut down of MAClearning system from 9-11 August 2023 link

  Follow Up Warning - Shut down of MAClearning system from 9-11 August 2023

  over 2 years ago

  A reminder that the MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023.

  It is important to note that any learning elements in progress should be completed by Tuesday, 8 August as elements that are incomplete will be lost when the system is reset.

  Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners and trainers.

  Please see information below for advice about the shut down and how you need to prepare.

  If you have any questions, please contact... Continue reading

  A reminder that the MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023.

  It is important to note that any learning elements in progress should be completed by Tuesday, 8 August as elements that are incomplete will be lost when the system is reset.

  Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners and trainers.

  Please see information below for advice about the shut down and how you need to prepare.

  If you have any questions, please contact maclearninghelp@Health.gov.au

  When will the shutdown occur?

  • The MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023.
  • During this time, all learners and trainers will be unable to access the MAClearning system.
  • Access to the MAClearning system will resume on Saturday 12 August 2023.

  Why is the Department shutting down the system?

  • Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners and trainers.
  • The updates include:
    • Upload of revised learning elements
    • System configuration updates

  What do I need to do?

  All learners should complete any element which is in progress by 5pm Tuesday 8 August 2023. The update will reset all elements not completed and so learners will lose records of their progress within an element if not completed.
• Share Early Warning - Shut down of MAClearning system from 9-11th August 2023 on Facebook Share Early Warning - Shut down of MAClearning system from 9-11th August 2023 on Twitter Share Early Warning - Shut down of MAClearning system from 9-11th August 2023 on Linkedin Email Early Warning - Shut down of MAClearning system from 9-11th August 2023 link

  Early Warning - Shut down of MAClearning system from 9-11th August 2023

  over 2 years ago

  The MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023. Please find below information from the department regarding the shutdown.

  Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners.

  Advice is provided below about the shut down and how you need to prepare. Please distribute this advice to all MAClearning users within your organisation.

  If you have any questions, please contact maclearninghelp@Health.gov.au or MyAgedCare.Capability@Health.gov.au .

  When will the shutdown occur?

  • The MAClearning system will be offline for three... Continue reading

  The MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023. Please find below information from the department regarding the shutdown.

  Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners.

  Advice is provided below about the shut down and how you need to prepare. Please distribute this advice to all MAClearning users within your organisation.

  If you have any questions, please contact maclearninghelp@Health.gov.au or MyAgedCare.Capability@Health.gov.au .

  When will the shutdown occur?

  • The MAClearning system will be offline for three days from Wednesday 9 August to Friday 11 August 2023.
  • During this time, all learners and trainers will be unable to access the MAClearning system.
  • Access to the MAClearning system will resume on Saturday 12 August 2023.

  Why are you shutting down the system?

  • Shutdown of the system is required to undertake essential updates to the MAClearning system. These updates will improve the learning experience for learners and trainers.

  • The updates include:
    • Upload of revised learning elements
    • Upload of revised appraisal activity checklists and forms, and guidance documents.
    • Separation of RAS and ACAT assessor training into separate goals so completion certificates for each job role can be generated by the system

  What do I need to do?

  • All learners should complete any element which is in progress by 5pm Tuesday 8 August 2023. The update will reset all elements not completed and so learners will lose records of their progress within an element if not completed.

  How will the shutdown affect me?

  • Most learners will not notice any difference to the MAClearning system. All your completed training should be available in the Goal Centre and Transcript.
• Share Trauma informed care training now available in MAClearning on Facebook Share Trauma informed care training now available in MAClearning on Twitter Share Trauma informed care training now available in MAClearning on Linkedin Email Trauma informed care training now available in MAClearning link

  Trauma informed care training now available in MAClearning

  almost 3 years ago
  

  Trauma informed care training now available in MAClearning

  A Trauma Informed Person-Centred Practice learning element is now available for care finder and PHN staff in MAClearning.

  The learning element sits under the broader Responding to Individual Needs learning goal (which also includes learning elements in Mental Health, Dementia, Abuse of an older Person, Hoarding and Squalor) and is available in the Goal Catalogue in MAClearning.

  To complete the learning element in MAClearning select the Responding to Individual Needs learning goal in your Goal Catalogue and click on the ‘register’ button. Once the ‘register’ button has been selected, the learning goal... Continue reading

  Trauma informed care training now available in MAClearning

  A Trauma Informed Person-Centred Practice learning element is now available for care finder and PHN staff in MAClearning.

  The learning element sits under the broader Responding to Individual Needs learning goal (which also includes learning elements in Mental Health, Dementia, Abuse of an older Person, Hoarding and Squalor) and is available in the Goal Catalogue in MAClearning.

  To complete the learning element in MAClearning select the Responding to Individual Needs learning goal in your Goal Catalogue and click on the ‘register’ button. Once the ‘register’ button has been selected, the learning goal will become available in your Goal Centre in MAClearning and you can launch the Trauma Informed Person-Centred Practice learning element from within the goal.

  New resources added to the Agent Functionality training in MAClearning

  The following two new resources have been added to the Agent Functionality training goal in MAClearning to provide additional support to Agents:

  • A downloadable version of the ‘User Guide – Agent and Agent Manager Functions in My Aged Care’

  A ‘Review Version’ of the Agent Functionality training with all quizzes removed.

  Learners can access these new resources pre or post completion of the Agent Functionality training by clicking on the training and navigating to the ‘resources’ links at the bottom of the page (as per the image below).

  Please note, if a learner has completed the training they will need to go to the ’completed’ section of their Goal Centre in MAClearning to find the Agent Functionality training goal.

  Please reach out to the carefinders@health.gov.au if you have any questions in relation to the above advice.
• Share MAC Portal Training: Utilising the My Aged Care Portal effectiveley on Facebook Share MAC Portal Training: Utilising the My Aged Care Portal effectiveley on Twitter Share MAC Portal Training: Utilising the My Aged Care Portal effectiveley on Linkedin Email MAC Portal Training: Utilising the My Aged Care Portal effectiveley link

  MAC Portal Training: Utilising the My Aged Care Portal effectiveley

  almost 3 years ago

  Good morning, everyone!

  There is a training being held by MDS about navigating the MAC Portal online next Tuesday 11th June from 2:00PM-3:30PM. We thought that this may interest you all.

  For more information, please see the invite linked below. You can also register via the registration button on this invite.

  MDS MAC Portal Training - 11th June 2023

  Good morning, everyone!

  There is a training being held by MDS about navigating the MAC Portal online next Tuesday 11th June from 2:00PM-3:30PM. We thought that this may interest you all.

  For more information, please see the invite linked below. You can also register via the registration button on this invite.

  MDS MAC Portal Training - 11th June 2023
• Share Helping vulnerable person who is very reluctant to accept any service at risk of eviction to access Hoarding and Squalor Program on Facebook Share Helping vulnerable person who is very reluctant to accept any service at risk of eviction to access Hoarding and Squalor Program on Twitter Share Helping vulnerable person who is very reluctant to accept any service at risk of eviction to access Hoarding and Squalor Program on Linkedin Email Helping vulnerable person who is very reluctant to accept any service at risk of eviction to access Hoarding and Squalor Program link

  Helping vulnerable person who is very reluctant to accept any service at risk of eviction to access Hoarding and Squalor Program

  by Nicola , almost 3 years ago

  Following my care finder presentation to DCJ Housing in Bankstown I received a referral for a vulnerable person who experiences paranoid delusions and is very reluctant to accept services, also has no phone and does not open the door except to a small selection of people. Through the freedom of the CF program , I was able to go with the DCJ specialist to meet with the client and introduce her to the Care Finder Program . After a few weeks of weekly visits and building a rapport with her, she then consented to my contacting MAC to request an... Continue reading

  Following my care finder presentation to DCJ Housing in Bankstown I received a referral for a vulnerable person who experiences paranoid delusions and is very reluctant to accept services, also has no phone and does not open the door except to a small selection of people. Through the freedom of the CF program , I was able to go with the DCJ specialist to meet with the client and introduce her to the Care Finder Program . After a few weeks of weekly visits and building a rapport with her, she then consented to my contacting MAC to request an assessment . With further liaising between myself and MAC an on site RAS Ax was provided and client agreed to receive ACH Hoarding and Squalor Clean which will assist in sustaining her public housing tenancy , she also agreed to an Occupational Therapy Ax to request bathroom mods as she currently needs to step into the bath to shower, she was not willing to accept any other services at this time. I will continue to work with this client to assist her through the H&S clean and to access O.T. I will also continue to encourage her to accept further aged care services such as Social Support and possibly mental health services .
• Share Helping Vulnerable Client obtain additional Respite Care weeks and assisting to obtain Residential permanent care on Facebook Share Helping Vulnerable Client obtain additional Respite Care weeks and assisting to obtain Residential permanent care on Twitter Share Helping Vulnerable Client obtain additional Respite Care weeks and assisting to obtain Residential permanent care on Linkedin Email Helping Vulnerable Client obtain additional Respite Care weeks and assisting to obtain Residential permanent care link

  Helping Vulnerable Client obtain additional Respite Care weeks and assisting to obtain Residential permanent care

  by Aged Care Connector, almost 3 years ago

  Referral submitted by Liverpool ACAT team.

  Client lives alone no family support. Client was out of country had health issues (Heart Condition).

  Was flown into AUS by immigration on a priority visa. Client was admitted into Liverpool Hospital.

  Upon discharge client did not have home to stay, client was accommodated in care facility under Respite care services. ACAT team reached out to Care Finder team to assist client find permanent residential care. Care finder team was able to make connect with client on mobile. However, later couldn't contact client. Care Finder team made more than 05 follow-up's and were able... Continue reading

  Referral submitted by Liverpool ACAT team.

  Client lives alone no family support. Client was out of country had health issues (Heart Condition).

  Was flown into AUS by immigration on a priority visa. Client was admitted into Liverpool Hospital.

  Upon discharge client did not have home to stay, client was accommodated in care facility under Respite care services. ACAT team reached out to Care Finder team to assist client find permanent residential care. Care finder team was able to make connect with client on mobile. However, later couldn't contact client. Care Finder team made more than 05 follow-up's and were able to connect with client. Made appointment with client to meet in person. Meeting was arranged between client, care finer and facility manager. Client expressed his concerns and needs. Care finder was able to understand the needs of the client, discussed client concerns with facility manager and were able to plan the next steps to assist and support client. As part of the discussion with client and respite care facility manager it was identified that client was left with only 1 weeks of respite care. Care finder immediately reached out to ACAT assessor requesting for an extension of Respite Care services and the same was provided to Facility manager where client was receiving Respite Care. During the Respite Care extension period Care Finder worked with ACAT assessor, ACAT assessment was arranged to generate a Permanent Residential care. ACAT was able to generate the code and provided the same to client who consented to stay with the same facility where he was receiving Respite Care. Client is now in Permanent Residential Care and supported well.