Eastern Health Aged Care Assessment is one of several assessment organisations servicing the Eastern Metropolitan Region. We are only able to assist with matters relating to clients assigned to our assessment organisation. For clients assigned to another assessment organisation, providers will need to contact the relevant assessment organisation directly.

Eastern Health Aged Care Assessment cannot respond to general programme, policy or system enquiries.

Providers should first seek support through the following channels, prior to contacting Eastern Health Aged Care Assessment:

  • Internal leadership and governance structures

Case managers should seek guidance from their own team leaders, managers or clinical governance pathways for programme interpretation, portal technical issues and escalation support.

  • My Aged Care Provider Helpline – 1800 836 799

Providers should contact the My Aged Care Service Provider and Assessor Helpline for support with system‑related and process enquiries, including:

  • Issues accessing or navigating the My Aged Care service and support portal
  • Questions about client records, referrals, or assignment to an assessment organisation
  • Clarification of assessment pathways under the Single Assessment System
  • Technical issues impacting referrals, documentation or system workflows
  • General process questions that are not client‑specific clinical matters

The helpline is the appropriate first point of contact for system and operational support, before contacting an assessment organisation.

  • Services Australia – Aged Care Helpline – 1800 195 206

For questions about payments, funding, claims, provider obligations and access to government systems.

  • Program Guidance and Manuals

Program guidance, manuals and technical self‑help resources published by the Department of Health and Aged Care, which provide authoritative information on program requirements, processes and provider responsibilities.

  • A reassessment will only be offered when there has been a significant change in the client’s circumstances
  • A significant change is a sustained change in a participant’s functional ability, health status, safety risk, or support situation
  • Funding use alone (including full allocation or high utilisation) is not a significant change unless accompanied by a change in functional ability, health status, safety risk, or support circumstances.
  • In the first instance, care plans should be reviewed to ensure services are appropriately matched to need and available funding is prioritised toward the most urgent and critical support needs.

Requesting a review following a significant change in the client’s circumstances:

  1. Submit a review request via the My Aged Care Service and Support Portal.
  2. Attach the following mandatory supporting documents to the client’s My Aged Care record:
    1. SAH Care Plan
    2. Monthly Statement, most recent, including funding available, funding remaining, HCP unspent funds, and services delivered (projected budgets or planners are not accepted)
    3. Request for Support at Home Reassessment or Review Form

All three documents must be attached to the client record. Requests with incomplete information will be rejected. A new review request must be resubmitted with the required evidence.

A review request can be submitted to obtain initial AT‑HM funding or request a tier change (for clients with an existing approval, including transitioned HCP clients).

All requests should be supported by allied health assessments/prescriptions and quotes. Existing SAH clients may use ongoing SAH funding to access allied health clinical support to arrange prescription.

Transitioned HCP clients receive automatic approval for AT‑HM. Unspent HCP funds must be used in the first instance. Higher‑tier requests are approved only with evidence of low or no unspent HCP funds.

AT-HM Scheme Resources:

Requesting a review for AT-HM:

  1. Submit a review request via the My Aged Care Service and Support Portal.
  2. Attach the following mandatory supporting documents to the client’s My Aged Care record:
    1. SAH Care Plan
    2. Monthly Statement, most recent, including funding remaining, HCP unspent funds*, and services delivered (projected budgets or planners are not accepted)
    3. Request for Support at Home Reassessment or Review Form
    4. AT-HM Prescription^ (from suitably qualified health professional)
    5. AT-HM Quotes^

All documents must be attached to the client record. Requests with incomplete information will be rejected. A new review request must be resubmitted with the required evidence.

*For Transitioned HCP Clients

^ Where no prescription or quote is available, we recommend ongoing SAH funding is utilised for the initial allied health assessment. If the budget is fully allocated, AT‑HM Low Tier may be considered. This must be clearly stated in the request. A further review request for a higher tier can then be submitted once prescriptions or quotes are available.

Existing ongoing SAH clients can be transferred to the end-of-life pathway via a review request.

Requesting a review for EOLP:

  1. Submit a review request via the My Aged Care Service and Support Portal.
  2. Attach the following mandatory supporting documents to the client’s My Aged Care record:
  3. Request for Support at Home Reassessment or Review Form
  4. End-of-life Pathway Form

Tips for EOLP Form: 

  • Ensure correct client identifiers match client record (name, AC Number, DOB, etc)
  • Eligibility criteria must be certified by a medical or nurse practitioner
  • Consent section must be completed by client/registered supporter, or
    • Legal documents and Appointment of a Support Person Form attached.
  • Incomplete/incorrect forms will result in approval delays or rejection of request

Case managers must ensure EOLP funds are budgeted over the whole 12 weeks of the pathway, requests to revert to ongoing funding can only be approved after completion of the 12-week pathway.

To revert to ongoing funding at completion of the EOLP, submit a review request via the My Aged Care Service and Support Portal.

Section 18.2 of the Support at Home Program Manual allows a Support at Home recipient to access short‑term CHSP services in limited circumstances, where there is an immediate need that cannot be met within current Support at Home arrangements.

CHSP access is usually time‑limited, must not duplicate Support at Home services, and should not be used to meet ongoing needs, which remain the responsibility of Support at Home.

Prior to requesting additional CHSP supports, ensure your request meets the eligibility criteria outlined in the Support at Home Program Manual (Section 18.2), include justification in your review request.

If approved, time-limited CHSP referral codes will be provided to the SAH Case Manager to initiate CHSP services.

Requesting a review for additional CHSP for SAH recipient:

  1. Submit a review request via the My Aged Care Service and Support Portal.
  2. Attach the following mandatory supporting documents to the client’s My Aged Care record:
    1. SAH Care Plan
    2. Monthly Statement, most recent, including funding remaining, HCP unspent funds, and services delivered (projected budgets or planners are not accepted)
    3. Request for Support at Home Reassessment or Review Form

All documents must be attached to the client record. Requests with incomplete information will be rejected. A new review request must be resubmitted with the required evidence.

Due to security concerns, we are unable to accept documents via email, you must upload to the My Aged Care Client Record.

If you require assistance with this please consult the Service and Support Portal user Guide (Section 5.2.6 – Attachments), seek support from your own organisations leadership team or contact the My Aged Care Provider Helpline on 1800 836 799.

For clients approved for a higher ongoing SAH classification, the priority level for funding to be assigned is set at the time of the assessment against pre-determined criteria.

In most cases, the priority level is unable to be changed by the assessment organisation.

Requests for higher priority require a reassessment, this will only be recommended when there has been a significant change in the client’s circumstances; and when the assessment organisation can determine that the client will likely be eligible for higher priority under the Aged Care Rules 2025.

Prior to requesting a review for higher priority, case managers are encouraged to familiarise themselves with the criteria for priority under the relevant sections of the Aged Care Rules 2025: