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Introducing our Aged Care Navigator Service

COTA Victoria is excited to launch this new project in partnership with a number of other agencies. We know that many people are having difficulty connecting to My Aged Care. The Aged Care Navigators Project has been established to ensure people can get the information they need and be supported as they find their way through a complex system. We will provide reliable information on how to register, what to look for, how to compare one service or facility with another – price and range of service, details of contracts and much more.

Our project is based on a codesign model developed with consumers. The consumers involved in co-designing the service recommended that information be provided by people who had experienced navigating the system, rather than call centre staff or professionals.

The service will involve trained volunteers who have experience with the aged care system being “systems navigators” to assist older people and their families to access information. A central phone number will be provided to access the service and volunteers will operate on a “call back” system.  Volunteers will then call the person and listen to their needs, provide information over the phone and also post additional written information if required.

As well as the telephone service, COTA Victoria is establishing two hubs as part of this project – one in Pakenham and one in Dandenong. These hubs will provide face to face information, outreach and support to consumers.

To access our Aged Care Navigators please call the COTA Victoria Information Line on 1300 13 50 90.

This news was categorised Working for Change and tagged with , , .

4 Responses to Introducing our Aged Care Navigator Service

  1. Anthony says:

    Fantastic idea. You may want to add the resources to help people negotiate the maze of choices for electricity, gas, internet, phone and other utilities.

  2. Ruth Hosking says:

    An excellent project. I have been an advocate for some time in Bendigo region, assisting people to navigate the system.

  3. Kasia Tkaczyk says:

    Hi Anthony,

    Thank you for your comment and suggestions.

    COTA Vic Team

  4. Kasia Tkaczyk says:

    Thank you Ruth for your comment.

    COTA Vic Team