My Aged Care Contact Centre

Overview

This grant opportunity provides the funding for the operations of the My Aged Care Contact Centre. The My Aged Care Contact Centre performs a central role in the operation of My Aged Care. The My Aged Care telephony channel is the primary point of access to the aged care system for many senior Australians, their families and carers. The Contact Centre provides telephony services that cater for the diverse needs, backgrounds and circumstances of clients, serving them with kindness, respect and dignity. The Contact Centre complements My Aged Care’s digital and face-to-face presence. In addition to being the My Aged Care telephony channel, the Contact Centre also provides infrastructure and support for the broader My Aged Care ecosystem to ensure integrity and effectiveness. This includes telephony services to support the aged care sector with queries around aged care program policy and procedures as well as technical assistance with aged care IT systems, data processing including actioning inbound web and fax referrals and outbound correspondence; maintaining knowledge management for the My Aged Care workforces and adhoc outbound call campaigns. The objectives of the grant opportunity are: • to provide senior Australians and their representatives, with quality, up to date and timely information about aged care in a form that enables them to make informed choices about their care • to provide a cost-effective, high-quality solution to support senior Australians to access the aged care system • to support the aged care sector by providing quality, up to date and timely information about aged care policies and procedures and the use of aged care information technology systems and • to enable a seamless My Aged Care service user experience. To view the grant opportunity documents, please select the red "GO Documents" button on the left hand side.