Can I speed up the process if it's an urgent or crisis situation?
Yes, you can speed up the process in some situations. Contact My Aged Care promptly, describe the specific risks and ask for urgent consideration but use emergency health, hospital or respite services when the person needs help immediately.
Key points
- Individual eligibility, availability and outcomes can vary.
- Ask questions early and seek independent help if anything feels unclear or unsafe.
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01Guide sectionCan I get aged care support more quickly if the situation is urgent?
Possibly. If you or an older person you care for is at immediate risk, experiencing a sudden loss of support or cannot safely remain at home without assistance, contact My Aged Care on 1800 200 422 and clearly explain that the situation is urgent.
My Aged Care can consider the urgency when arranging an assessment. If the person is approved for Support at Home, the assessor also assigns a priority category that affects how quickly ongoing funding is allocated.
02Guide sectionWhat should I tell My Aged Care?
Describe the specific problem and what could happen without support.
Examples include:
the person is at risk of falling or being injured at home
a family carer has become ill, been hospitalised or can no longer provide care
the person has been discharged from hospital without adequate support
personal care, medication or meals cannot be managed safely
there has been a sudden decline in mobility, memory or health
the person may need to enter hospital or residential care without immediate assistance
the current care arrangement has unexpectedly broken down
the person is nearing the end of life and wishes to remain at home.
Avoid saying only that the situation is “urgent.” Give practical examples of the risks, what support has stopped and what help is needed now.
03Guide sectionWhat does an urgent priority category mean?
People approved for ongoing Support at Home funding are placed into one of four priority categories:
urgent
high
medium
standard.
People in the urgent category are prioritised ahead of people with less immediate needs. Current government guidance indicates that full ongoing funding for the urgent category is intended to be allocated within approximately one month.
This is different from emergency assistance. Support at Home is not an emergency-response service and may not provide help on the same day.
04Guide sectionIs interim funding available?
Where there is a delay in receiving the full ongoing budget, some people may first receive interim funding equal to 60% of their approved classification.
Interim funding is intended to help begin the most important services while the remaining 40% is pending. It is not a separate payment that can simply be requested, and it may not apply where the person has been approved for a pathway with immediate or shorter expected access.
05Guide sectionAre there faster short-term pathways?
Depending on the person’s circumstances and assessment, other pathways may be more appropriate than waiting for ongoing Support at Home funding.
These can include:
End-of-Life Pathway
For a person expected to have three months or less to live who wishes to remain at home. If approved, funding is allocated immediately.
Restorative Care Pathway
Provides time-limited allied health, nursing or other support aimed at improving or maintaining function. Funding is allocated immediately when the person is approved for this pathway.
Transition care
Short-term care may be available after a hospital stay. Hospital staff can arrange an assessment before discharge, or the person can contact My Aged Care.
Commonwealth Home Support Programme services
In some circumstances, entry-level services may be available while a person waits for more substantial ongoing support. Availability varies by service and location.
These pathways have their own eligibility requirements. An assessor determines which option is suitable; a person cannot simply choose an urgent pathway because the standard queue is inconvenient.
06Guide sectionWhat if the person already has a provider?
Tell the person’s care partner or provider immediately.
The care partner should:
review the current services
identify what can be changed within the existing budget
document the change in needs and risks
request a Support Plan Review or reassessment where required
help obtain medical or hospital information
help prevent essential services from being interrupted.
The person or family can also contact My Aged Care directly and does not need to wait for the provider to act.
07Guide sectionWhat if help is required today?
Do not rely on the aged care assessment or funding process where there is an immediate emergency.
Medical or safety emergency
Call 000 if the person is seriously unwell, injured, in immediate danger or cannot remain safely at home.
Urgent health advice
Call healthdirect on 1800 022 222 for health advice from a registered nurse, 24 hours a day. In Victoria, this service is also known as NURSE-ON-CALL and can be reached on 1300 60 60 24.
Emergency respite
If a family carer suddenly becomes unable to provide care, call Carer Gateway on 1800 422 737. Emergency respite may be arranged at short notice where available.
08Guide sectionWhat should I do next?
Confirm the details with My Aged Care or the relevant provider, write down your questions and ask for important information in writing before making a decision.
09Guide sectionHelpful Local Home Help resources
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