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Preparing for assessment
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Assessment completed
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After your assessment
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Your Home
Support Assessment

Your guide to each step of the assessment process.

Booking confirmed

You’ve been booked for an assessment. Let’s get started

You’ve been booked for a My Aged Care Home Support Assessment with APM Assessment Services.

My Aged Care Home Support Assessments are performed by the Regional Assessment Service and is also called a RAS assessment.

APM Assessment Services undertake My Aged Care Home Support Assessments on behalf of the Australian Government. We are here to help guide you through the assessment process.

We are interested in finding out more about you and aspects of your life so that we can help identify the support you may need to stay independently at home.

One of our assessors will visit you at home or speak to you remotely to carry out the assessment.

You can monitor your assessment progress online via your My Aged Care account which you can access through your MyGov account.

Watch this video to learn more about who will be conducting your assessment and what to expect and read the frequently asked questions below.

Common questions asked when your assessment has been booked

APM Assessment Services undertake My Aged Care Home Support Assessments on behalf of the Australian Government. Click here to read more about who we are.

A Home Support Assessment with a RAS (Regional Assessment Service) assessor is a strengths-based assessment for those people who only need a low level of support, on a short-term basis to stay independent at home. This type of support is provided through the Commonwealth Home Support Programme. ​

A Comprehensive Assessment with an ACAT (Aged Care Assessment Team) assessor is for those people with greater or more complex care needs that require services on an ongoing basis. 

The types of support an ACAT can assess for you include:

  • Home care packages
  • Short-term care options (Residential Respite)​
  • Aged care homes​
  • Short Term Restorative Care​

The type of assessment you receive is based on the information you provided to My Aged Care when you initially contacted them.

Home Care Packages (HCP) are one of the ways that older Australians can access affordable care services to get some help at home. They are designed for those with more complex care needs that go beyond what the Commonwealth Home Support Programme can provide.​

Home Care Packages could be an option if you need a coordinated approach to the delivery of your support at home because you require several services to meet your needs. Watch this video to learn more about Home Care Packages https://www.youtube.com/watch?v=PQtsUgeLVWI

Eligibility for a Home Care Package is based on your care needs as determined through a more comprehensive assessment conducted by an Aged Care Assessment Team (ACAT) assessor. Home Care Packages are for those with greater or more complex care needs. If you need many care and support services on an ongoing basis, you could be eligible for a Home Care Package.​ If you are having a Home Support Assessment and the RAS assessor determines you will need higher levels of support, you will be referred on to ACAT.​

It has been determined at the time of screening when you contacted My Aged Care that the Commonwealth Home Support Program may be able to support your needs. If the RAS assessor determines you will need higher levels of support, you will be referred on to ACAT.​

Yes. You never have to be alone in this process. You can choose for a family member, friend or carer to be with you during your assessment.​
If you need a translator, your assessor can arrange one. Let them know that you need a translator when they call to book your assessment.​

An authorised representative (with Enduring Power of Attorney) can answer the assessment questions, however you do need to be present at this time for the ​assessor to observe your abilities.​

No, the purpose of the assessment is to try and help you stay at home independently. The decision to enter residential aged care requires consent from either you or an authorised representative.

The assessment can only be booked and completed with your consent. Watch this video to learn more about what to expect. During the assessment you will explore suitable supports available to you and whether you wish to take them up. The assessor will support you to make decisions that are right for you.

Talk to your family member about why they want you to have the assessment and explain to them your thoughts. If you have concerns, the Older Persons Advocacy Network can help you and give you information about your rights. Advocates are available to all Australians seeking or receiving aged care services. This is a free service. ​
You can contact the National Aged Care Advocacy Line on 1800 700 600 (freecall) or visit the Older Persons Advocacy Network website.​

A carer is a family member, partner or friend who provides regular and ongoing care and support without being paid. A carer may give care for a few hours a week or all day, every day, depending on the level of support needed.​ There is support available for them from the government and other organisations.

It’s important for carers to take some time to look after their own health and wellbeing because it will help them in their caring role. Carer Gateway provides carer specific in-person, phone, and online services and support nationally to help them in their caring role.​

Receiving a Home Care Support assessment could also assist in understanding your care needs to help you and them receive support, so you can stay independent at home.

All assessors have completed standard training and received a Statement of Attainment 2 (SOA2) for Home Support Assessments. They have a police clearance as well as a variety of relevant aged care credentials and special interests in aged care.

All assessors attending face to face are vaccinated. ​They will continue to ensure social distancing when in attendance and wear a mask unless it becomes a challenge with communication during the assessment.​

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945.

What happens next? Still have questions?
Preparing for assessment

Your assessment is coming up. Here’s what you need to know to prepare.

Your My Aged Care Home Support Assessment is being performed by APM Assessment Services.

One of our assessors will visit you at home or speak to you remotely to carry out the assessment.

If an assessor is visiting you at home, your assessor will arrive within a one hour timeframe ie: between 11am and 12pm. This allows for unexpected delays in travelling to you.

The assessor will spend approximately 45 – 60 minutes with you. If your needs are complex it may take longer.

We are interested in finding out more about you, your strengths, motivations and goals, and what areas of your life you find challenging. This will help us understand what support you need to stay independently at home.

The assessment will include discussion and observations around any existing informal carers/supports, your physical and mental health, social and community links, home and personal safety and functional ability.

Remember:

  • You will need 2 forms of ID with you
  • You will need to give verbal consent to proceed with your assessment.
    • You can read the My Aged Care consent forms by clicking here
    • You can read the Privacy Statement by clicking here
  • If the assessor is visiting you at home, provide access to a table and chair for the assessor to sit at during the assessment

Watch this video before your assessment to help you prepare and read the frequently asked questions below.

Common questions asked about how to prepare for an assessment

You will need to

  • have your Medicare card and one other form of ID proof – such as DVA card, driver’s license, healthcare card, or passport ​
  • have a copy of any referrals from your doctor​
  • have contact details for your GP or other health professionals​
  • consider if you would like a support person present​
  • have information on any support you currently receive
  • You will need to give verbal consent to proceed with your assessment. It’s a good idea to familiarise yourself with this before your assessment
    • You can read the My Aged Care consent forms by clicking here  
    • You can listen to the Privacy Statement by clicking here
  • If the assessor is visiting you at home, provide access to a table and chair for the assessor to sit during the assessment
  • Prepare for your assessment in the same way you would for a face-to-face assessment
  • Make sure your internet is working​
  • Set your device up somewhere where it will be comfortable to sit for an hour ​
  • Ensure your device has plenty of charge or is plugged in​
  • The assessment will take place via video link using Microsoft Teams. It’s a good idea to test your access including camera and sound before the assessment.
  • An assessor will also call you before your assessment to ensure that you can access the video link ​
  • Prepare for your assessment in the same way you would for a face-to-face assessment
  • Choose somewhere that will be comfortable to sit for an hour
  • If you are using a mobile device, ensure your device has plenty of charge

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945.

What happens next? Still have questions?
Assessment completed

What happens once your assessment has been completed

Once your assessment has been completed, your assessor will write up your My Aged Care Support Plan.

If you are eligible for the Commonwealth Home Support Programme, this will be confirmed by your assessor on the day.

Your support plan will include the services that have been identified that you need to stay at home independently and the name and contact details for any service providers that you have been referred to directly.

You will be able to access your My Aged Care Support Plan through your online MyGov account 48 hours after your assessment, or request that it be emailed or mailed to you.

If you have been directly referred to a service provider, they may contact you within two weeks. To follow up with them directly, the providers name and contact details are listed at the bottom of your Support Plan.

If you have not been directly referred, you may have chosen to use a referral code to shop around and select a service provider yourself.

The referral code can be found at the bottom of your support plan. You can use the “Find a provider” tool on the My Aged Care website to search for available services in your area and choose the right provider for you.

If you don’t agree with the outcome of your assessment, or if have concerns about your assessment, you can contact APM Assessment Services on 1300 987 945.

Product Review

Have you had an experience with APM which you’d like to share with others? Follow the link below and leave a public product review!

Complete Product Review

Watch this video to help you understand what happens once your assessment has been completed.

Common questions asked when your assessment has been completed

If you are eligible for Home Support Services that means you have been assessed as eligible for government-funded services under the Commonwealth Home Support Programme.  The Commonwealth Home Support Programme (CHSP) provides entry-level support services to help you live independently and safely in your home. ​If you are eligible, your My Aged Care Home Support Plan will be available online through your MyGov account and you can start receiving support from service providers.

Your My Aged Care online account is linked to within your MyGov account and contains important information about your assessment, services and interactions with My Aged Care. You can see what stages referrals are at, access your support plan and follow up service providers.

Watch this video to learn how to set up and use your online account https://www.youtube.com/watch?v=RDtYqtpLATA or learn more here

If you only require low-level support to stay independent at home, you can access support through a Home Support Program. Home Care Packages are an option if you have more complex needs that require support on an ongoing basis and you need a more coordinated approach to the delivery of your help at home.

If you don’t agree with the outcome of your assessment, you can contact APM Assessment Services on 1300 987 945. If you are not satisfied with our response, you can call My Aged Care on 1800 200 422.​

You can contact APM Assessment Services on 1300 987 945 and ask to speak to your assessor. Your assessor will be able to add the new services or contact My Aged Care 1800 200 422 for a review of your support plan. ​

You can find a service provider by accessing the My Aged Care https://www.myagedcare.gov.au/ and use the  “find a provider tool”, you can search for service providers in your region, care type and services or contact My Aged Care Team  on 1800 200 422. ​

Your call will be answered by a member of the My Aged Care who will be able to provide you information on service providers in your region, care type and services.​

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945.

What happens next? Read FAQs
After your assessment

What happens in the weeks following your assessment.

Once your Home Care Support assessment has been completed, your referrals are sent to service providers as requested and you can start to receive support.

The service providers should contact you within two weeks following your assessment.

If you have not heard from them after two weeks, you can contact your service providers directly to discuss your referral. The service providers name and contact details are listed at the bottom of your support plan.

You can access your My Aged Care Support Plan online through your My Gov account.
You will need to monitor once the service providers have accepted and activated your referral.

Product Review

Have you had an experience with APM which you’d like to share with others? Follow the link below and leave a public product review!

Complete Product Review

Watch this video to help you understand what happens in the weeks following your assessment and read the below frequently asked questions.

Common questions asked about what happens after the assessment

Your assessor will leave contact details of the provider you have chosen, or you will be able to view your chosen service providers contact details on your support plan which can be access through your My Gov account. You can phone the service provider direct to discuss your referral​.

  • If you have not heard from the Service Provider within 2 weeks from your assessment. Their number is on the very bottom of your Support Plan or the assessor may also have provided it to you at the time of assessment.​
  • If you want to talk about the services you are currently receiving​
  • If you are going on holidays or into hospital and need to pause services.​

If your referral has been rejected by the Service Provider and you still want this support you may need a referral code to call other providers, this can be obtained by calling My Aged Care or you can find an alternative service provider by viewing the My Aged Care website and using the “Find a service provider” tool ​https://www.myagedcare.gov.au/find-a-provider/​

You have the right to make a complaint or raise a concern about any aspect of your care and the services you receive.  In the first instance it is a good idea to speak to the service provider directly or you can call My Aged Care on 1800 200 422.  If you’re not satisfied with your service provider’s response, you can make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822.  

A referral code is your unique reference number for receiving services. Your assessor will give you one referral code for each service you’re eligible for. This information will be included in your Home Support Plan.  If you lose your code, you can log in to your My Aged Care Online Account to see it or it will be printed on the bottom of the hard copy of your Home Support Plan provided to you.

You can then contact a service provider, give them the referral code(s), which they then use to accept the referral and start organising services for you.

You can call My Aged Care on 1800 200 422 to request a reassessment.  Depending on the services and needs you have your current provider may be able to do this for you.  ​

You should contact My Aged Care:

  • If your referral has been rejected by the Service Provider and you still want this support you may need a referral code to call other providers, this can be obtained by calling My Aged Care or You can find an alternative service provider by viewing my aged care website the “find a service provider tool” ​https://www.myagedcare.gov.au/find-a-provider/​
  • If you have a change in circumstances that have impacted your ability to live at home independently.​
  • If you want to change your Service Provider​
  • If you want to add a new service for support​

You can contact My Aged Care on 1800 200 422 (Freecall) Mon – Fri – 8am – 8pm, Sat – 10am – 2 pm. ​

An Aged Care Navigator is a free, independent and confidential service to older people, families and carers to make it easier to connect, understand and navigate the aged care system. 

An aged care navigator can assist with accessing age services; customer rights and responsibilities; registering with My Aged Care and understanding how the system works; the supports available in your area; how to compare services, other options if you are on a waiting list for services and much more.​

You should contact an Aged Care Navigator:  

  • If you are completely confused or worried about what to do next?​
  • If you feel vulnerable​
  • If you are struggling to manage day to day tasks​
  • If you are at risk of not being able to stay at home​

Click here to find an aged care navigator​

  • If you have been contacted by APM Assessment Services and need to speak to us again regarding your appointment 
  • If you are unhappy with your assessment our quality advisor/ officer will help you.​
  • If you need to add important information to your assessment​

You can contact APM Assessment Services on 1300 987 945.

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945.

Read FAQs

Resources

Phone Numbers

Translation service: Call TIS National on 131 450
National Relay Service – Voice Relay number 1300 555 727
TTY number: 133 677
SMS relay number: 0423 677 767
My Aged Care: 1800 200 422
APM Assessment Services: 1300 987 945

Links

Access My Aged care brochures, forms and checklists
Access support for culturally and linguistically diverse backgrounds
Find an Aged Care Navigator
Video: How to set up and use your My Aged Care Online Account
Video: Home care packages
My Aged Care ‘Find A Provider’ tool
My Aged Care Quality and Safety Commission
Auslan interpreting services

Frequently asked questions

Common questions asked when your assessment has been booked

APM Assessment Services undertake My Aged Care Home Support Assessments on behalf of the Australian Government. Click here to read more about who we are.

A Home Support Assessment with a RAS (Regional Assessment Service) assessor is a strengths-based assessment for those people who only need a low level of support, on a short-term basis to stay independent at home. This type of support is provided through the Commonwealth Home Support Programme. ​

A Comprehensive Assessment with an ACAT (Aged Care Assessment Team) assessor is for those people with greater or more complex care needs that require services on an ongoing basis. 

The types of support an ACAT can assess for you include:

  • Home care packages
  • Short-term care options (Residential Respite)​
  • Aged care homes​
  • Short Term Restorative Care​

The type of assessment you receive is based on the information you provided to My Aged Care when you initially contacted them.

Home Care Packages (HCP) are one of the ways that older Australians can access affordable care services to get some help at home. They are designed for those with more complex care needs that go beyond what the Commonwealth Home Support Programme can provide.​

Home Care Packages could be an option if you need a coordinated approach to the delivery of your support at home because you require several services to meet your needs. Watch this video to learn more about Home Care Packages https://www.youtube.com/watch?v=PQtsUgeLVWI

Eligibility for a Home Care Package is based on your care needs as determined through a more comprehensive assessment conducted by an Aged Care Assessment Team (ACAT) assessor. Home Care Packages are for those with greater or more complex care needs. If you need many care and support services on an ongoing basis, you could be eligible for a Home Care Package.​ If you are having a Home Support Assessment and the RAS assessor determines you will need higher levels of support, you will be referred on to ACAT.​

It has been determined at the time of screening when you contacted My Aged Care that the Commonwealth Home Support Program may be able to support your needs. If the RAS assessor determines you will need higher levels of support, you will be referred on to ACAT.​

Yes. You never have to be alone in this process. You can choose for a family member, friend or carer to be with you during your assessment.​
If you need a translator, your assessor can arrange one. Let them know that you need a translator when they call to book your assessment.​

An authorised representative (with Enduring Power of Attorney) can answer the assessment questions, however you do need to be present at this time for the ​assessor to observe your abilities.​

No, the purpose of the assessment is to try and help you stay at home independently. The decision to enter residential aged care requires consent from either you or an authorised representative.

The assessment can only be booked and completed with your consent.

Watch this video to learn more about what to expect. During the assessment you will explore suitable supports available and whether you wish to take them up . The assessor will support you to make decisions that are right for you.

Talk to your family member about why they want you to have the assessment and explain to them your thoughts. If you have concerns, the Older Persons Advocacy Network can help you and give you information about your rights. Advocates are available to all Australians seeking or receiving aged care services. This is a free service. ​
You can contact the National Aged Care Advocacy Line on 1800 700 600 (freecall) or visit the Older Persons Advocacy Network website.​

A carer is a family member, partner or friend who provides regular and ongoing care and support without being paid. A carer may give care for a few hours a week or all day, every day, depending on the level of support needed.​ There is support available for them from the government and other organisations.

It’s important for carers to take some time to look after their own health and wellbeing because it will help them in their caring role. Carer Gateway provides carer specific in-person, phone, and online services and support nationally to help them in their caring role.​

Receiving a Home Care Support assessment could also assist in understanding your care needs to help you and them receive support, so you can stay independent at home.

All assessors have completed standard training and received a Statement of Attainment 2 (SOA2) for Home Support Assessments. They have a police clearance as well as a variety of relevant aged care credentials and special interests in aged care.

All assessors attending face to face are vaccinated. ​They will continue to ensure social distancing when in attendance and wear a mask unless it becomes a challenge with communication during the assessment.​

Your My Aged Care online account contains important information about your assessment, services and interactions with My Aged Care. You can see what stages referrals are at, access your support plan and follow up service providers. 

Watch this video to learn how to set up and use your online account https://www.youtube.com/watch?v=RDtYqtpLATA​

Common questions asked about how to prepare for an assessment

You will need to

  • have your Medicare card and one other form of ID proof – such as DVA card, driver’s license, healthcare card, or passport ​
  • have a copy of any referrals from your doctor​
  • have contact details for your GP or other health professionals​
  • consider if you would like a support person present​
  • have information on any support you currently receive
  • You will need to give verbal consent to proceed with your assessment. It’s a good idea to familiarise yourself with this before your assessment
    • You can read the My Aged Care consent forms by clicking here  
    • You can listen to the Privacy Statement by clicking here
  • If the assessor is visiting you at home, provide access to a table and chair for the assessor to sit at during the assessment
  • Prepare for your assessment in the same way you would for a face-to-face assessment
  • Make sure your internet is working​
  • Set your device up somewhere where it will be comfortable to sit for an hour ​
  • Ensure your device has plenty of charge or is plugged in​
  • The assessment will take place via video link using Microsoft Teams. It’s a good idea to test your access including camera and sound before the assessment.
  • An assessor will also call you before your assessment to ensure that you can access the video link ​
  • Prepare for your assessment in the same way you would for a face-to-face assessment
  • Choose somewhere that will be comfortable to sit for an hour
  • If you are using a mobile device, ensure your device has plenty of charge

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945

Common questions asked when your assessment has been completed

If you are eligible for Home Support Services that means you have been assessed as eligible for government-funded services under the Commonwealth Home Support Programme.  The Commonwealth Home Support Programme (CHSP) provides entry-level support services to help you live independently and safely in your home. ​If you are eligible, your My Aged Care Home Support Plan will be available online through your MyGov account and you can start receiving support from service providers.

Your My Aged Care online account is linked to within your MyGov account and contains important information about your assessment, services and interactions with My Aged Care. You can see what stages referrals are at, access your support plan and follow up service providers.

Watch this video to learn how to set up and use your online account https://www.youtube.com/watch?v=RDtYqtpLATA or learn more here.

If you only require low-level support to stay independent at home, you can access support through a Home Support Program. Home Care Packages are an option if you have more complex needs that require support on an ongoing basis and you need a more coordinated approach to the delivery of your help at home.

If you don’t agree with the outcome of your assessment, you can contact APM Assessment Services on 1300 987 945. If you are not satisfied with our response, you can call My Aged Care on 1800 200 422.​

You can contact APM Assessment Services on 1300 987 945 and ask to speak to your assessor. Your assessor will be able to add the new services or contact My Aged Care 1800 200 422 for a review of your support plan. ​

You can find a service provider by accessing the My Aged Care https://www.myagedcare.gov.au/ and use the  “find a provider tool”, you can search for service providers in your region, care type and services or contact My Aged Care Team  on 1800 200 422. ​

Your call will be answered by a member of the My Aged Care who will be able to provide you information on service providers in your region, care type and services.​

If you are still unsure about anything, please contact APM Assessment Services on 1300 987 945

Common questions asked about what happens after the assessment

Your assessor will leave contact details of the provider you have chosen, or you will be able to view your chosen service providers contact details on your support plan which can be access through your My Gov account. You can phone the service provider direct to discuss your referral​.

  • If you have not heard from the Service Provider within 2 weeks from your assessment. Their number is on the very bottom of your Support Plan or the assessor may also have provided it to you at the time of assessment.​
  • If you want to talk about the services you are currently receiving​
  • If you are going on holidays or into hospital and need to pause services.​

If your referral has been rejected by the Service Provider and you still want this support you may need a referral code to call other providers, this can be obtained by calling My Aged Care or you can find an alternative service provider by viewing the My Aged Care website and using the “Find a service provider” tool ​https://www.myagedcare.gov.au/find-a-provider/​

You have the right to make a complaint or raise a concern about any aspect of your care and the services you receive.  In the first instance it is a good idea to speak to the service provider directly or you can call My Aged Care on 1800 200 422.  If you’re not satisfied with your service provider’s response, you can make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822.   ​

A referral code is your unique reference number for receiving services. Your assessor will give you one referral code for each service you’re eligible for. This information will be included in your Home Support Plan.  If you lose your code, you can log in to your My Aged Care Online Account to see it or it will be printed on the bottom of the hard copy of your Home Support Plan provided to you.

You can then contact a service provider, give them the referral code(s), which they then use to accept the referral and start organising services for you.

You can call My Aged Care on 1800 200 422 to request a reassessment.  Depending on the services and needs you have your current provider may be able to do this for you.  ​

You should contact My Aged Care:

  • If your referral has been rejected by the Service Provider and you still want this support you may need a referral code to call other providers, this can be obtained by calling My Aged Care or You can find an alternative service provider by viewing my aged care website the “find a service provider tool” ​https://www.myagedcare.gov.au/find-a-provider/​
  • If you have a change in circumstances that have impacted your ability to live at home independently.​
  • If you want to change your Service Provider​
  • If you want to add a new service for support​

You can contact My Aged Care on 1800 200 422 (Freecall) Mon – Fri – 8am – 8pm, Sat – 10am – 2 pm. ​

An Aged Care Navigator is a free, independent and confidential service to older people, families and carers to make it easier to connect, understand and navigate the aged care system. 

An aged care navigator can assist with accessing age services; customer rights and responsibilities; registering with My Aged Care and understanding how the system works; the supports available in your area; how to compare services, other options if you are on a waiting list for services and much more.​

You should I contact an Aged Care Navigator: 

  • If you are completely confused or worried about what to do next?​
  • If you feel vulnerable​
  • If you are struggling to manage day to day tasks​
  • If you are at risk of not being able to stay at home​

Click here to find an aged care navigator

  • If you have been contacted by APM Assessment Services and need to speak to us again regarding your appointment 
  • If you are unhappy with your assessment our quality advisor/ officer will help you.​
  • If you need to add important information to your assessment​

You can contact APM Assessment Services on 1300 987 945

About APM Assessment Services

The APM Group operates in the human services industry and is focused on providing services that enhance an individual’s employability, independence, health and wellbeing, and social participation in their community.

For people with injury, illness or disability, as well as children and the elderly, the unemployed and those facing hardship or harm, our teams make a positive and lasting social impact every day.

We are more than 9000 people, across 11 countries with a global purpose – to enable better lives.

Part of the APM Group, APM Assessment Services undertake My Aged Care Home Support Assessments on behalf of the Australian Government to support you to remain independent in your home.

Learn more here.

The APM Group has no paid affiliation with any of the organisations listed on this page and we take no responsibility for the content included on their websites.  However, you may find some of their resources helpful to you.