ACD Testing

Case Assessment Call Attempt

Current Lead Status*

New Call Back Requested RD1 Same Day RD1 Scheduled RD2 Scheduled RD3 Scheduled Cant Connect Phone Not Placing Yet Decline Assistance Post Purchase Assisted - Sent to CM PI Sent

Other: Other Value

Call Type

Outbound Inbound

Inbound Communication Type

Phone SMS Email Other

General Outcome

Answered Didnt Answer - Left Voicemail Didnt Answer - Rung Out - No VM Left Fake Number

Voicemail Script

Hi [name], this is [CAO] from Aged Care Decisions calling. I will send you an SMS as well, but I'm keen to connect with you in relation to your enquiry about aged care vacancies.

Please feel free to call me back on [number]. I will also make a note to try you again in a little while.

Thanks!

Client First Name - 1

Client Surname - 1

Show CAO Scripting for End to End?

Yes No

Hello (name), This is (CAO) from AGED CARE DECISIONS….

Just a quick follow up call in relation to your enquiry (insert date & method) looking for aged care vacancies….Do you have a moment to talk?

SHARER

Sorry to interrupt you (name), but before we continue, I just need to advise you that this call may be recorded for training purposes. Is that okay?

.....

Sorry for cutting you off (name), you were saying that....[repeat what they were talking about prior to your interjection]

NOT OPENING UP

Now just before we continue, I just want to advise you that this call may be recorded for training purposes. Is that okay?

So [name], you were looking at aged care vacancies, is it a close family member you are looking for? [wait for their answer]
Can you tell me more about their situation?

Let them open up and share …. If they don’t, ask some prompting questions in order to gain an understanding of the issues they are facing and their Emotional Drivers and Connections.
Some examples:

Tell me, who are you looking to place, what is their first name?

Are they still at home at the moment?
How is the family handling this situation?

[Pause…Listen….Acknowledge….Engage with empathy….]
[Take Note of Family Name & Any Information You Hear]

Thanks for sharing that with me [name]… [connect with following sentence].

Answered

Would like a call back Looking for Resi Aged Care Job Seeker Very Early in Process Looking for MyAgedCare Looking for Facility Looking for home care Looking for independent living Has specific question about how aged care works Specific question about fees

Other: Other Value

Looking for RAC

PROCEED No Longer Placing (moving in with family, health improved) Already Placed No ACD options within 20km or 50km Suspicious Declined Our Help

HANDLE CALL AS YOU CURRENTLY DO.

THEN SAY;

Just before you go (NAME), I have just sent you a text message with a link to our FREE APP. It has lots of useful information which you may find helpful.

All the best - Bye

HANDLE CALL AS YOU CURRENTLY DO.

THEN SAY;

Just before you go (NAME), I have just sent you a text message with a link to our FREE APP. It has lots of useful information which you may find helpful. Also, the APP allows you to generate your own customised Option Report whenever your ready. It’s worth downloading it so you have it on your phone when you need it.

Key Emotional Drivers and Connections

[this is important, so go through it slowly]

…..now in regards to what we do, we help families place into Aged Care in a timely manner by connecting them with aged care facilities that match their loved ones care needs, budget and preferences. Additionally, we also coordinate tours when required.

Importantly, our service is 100% FREE OF CHARGE, because the Providers pay us a fee instead of you.

[proceed to below scripting on timeline]

[this is important, so go through it slowly]

…..now in regards to what we do, we help families find suitable Aged Care providers, whether that be for home care support, temporary respite and even permanent care when the time arises. We do this by connecting them with aged care providers in their area that match their loved ones care needs and preferences.

Importantly, our service is 100% FREE OF CHARGE, because the Providers pay us a fee instead of you.

[proceed to below scripting on timeline]

Case Note

Other case comments

Case Assessment

CAO*

Person 1 Person 2 Person 3 Person 4 Person 5 Person 6

Show Script

Yes

Now, in terms of your timeline, when were you looking at placing [your mum/dad/spouse]?

Given you've filled out our form, I assume you are wanting to tour a couple of facilities in the next month or so?

Timeline*

Very Urgent - Next day or two ASAP - 1 to 4 weeks 1-3 months +3 months No specified timeline Other (see timeline notes)

Timeline Notes

Given that's a reasonably short time frame, I assume you are wanting to tour a couple of facilities in the next month or so to see what’s available?

(If “Yes” – continue to Location)

(IF"No" - tour timeline is more than 1 month, say)

Unfortunately, given vacancies and care needs change so quickly in aged care, Providers are reluctant to engage with families until they are looking to do a tour. That being said, in my experience, it’s far better for you to start conducting tours whilst time is on your side, even if you don’t have an immediate need. This way, if circumstances do change, you already have a reasonable idea where you would like to place rather than ending up with a facility that does not match your preference. Does that sense? Yes…

So would you be happy to try and do some tours over the next month or so?

(IF still "No" to touring in 1 month, say)

Okay….then can I suggest that rather than waste your time by providing a shortlist of options which will be outdated by the time you need them, I will check back in with you again in (1 month / 3 months / etc) to see where you are up to…and if circumstances have changed, I will certainly be able to assist you with suitable options and help you arrange tours. Does that sound okay?

PLACEMENT TIMELINE – MORE THAN 3 MONTHS

I work with hundreds of families a month, and I can tell you that, in my experience, facilities are highly unlikely to consider your (mum/dads) placement so far out. I always tell families in your situation that its better to be prepared, and use the time you have right now to do tours and narrow down on a preferred facility. So what I’d like to do, with you permission, is to proceed with the preparation of a shortlist of options on the basis that we advise facilities that you are willing to consider a placement in the next few months if you found a suitable facility. Is that okay?

(If “Yes” – continue to Location)

(IF "No", say)

In regards to location, I see here you are looking in (state location from enquiry) area, is that correct?

Specific Location*

Confirm the location they have put into the Form, or other desired areas

State*

VIC NSW QLD SA WA TAS ACT

PI Options check - Copy

METRO - within 20km REGIONAL - within 50km

CAO to confirm if we have PI Recipient Options within radius

And in terms of location, can you tell me more about that?

How far would you be willing to consider from that location?

[if multiple locations] Why are you looking at those locations?

-----------------------------------------

So just to confirm, we will confine our search to [suburb1], [suburb2], [suburb3] - is that correct?

(If no options within the guidelines, say)

Unfortunately (name), we do not work with any Providers in that immediate area, however we do have some options a little further out (state location(s) if possible)….is that something you would be open minded to?

Location Comments

Open Minded To Our Location Options

YES NO

CAO to confirm if we have PI Recipient Options within radius

That’s understandable…well what we can do for you is send you through an Aged Care Placement Guide, which will provide some useful information and tips on navigating the process. Does that sound okay? (yes) Let me just double check the email address we have for you here….If we can be of any more assistance (name), please don’t hesitate to give us a call on 1300 775 870.

In terms of our process, ….our job is to make placing into Aged Care as simple as possible. So firstly, what I will do with you now is ask you questions which are broadly related to two categories;

Your (mum/dads) care needs and preferences, and
The affordability aspects of placing into aged care

This information helps facilities ascertain whether they have suitable accomodation for (mum/dad).

(OPTIONAL) In other words, the information helps me secure a placement into Aged Care in a timely manner.

From there, one of our Placement Specialists will compile your Customised Options Report and call you within the next 60 minutes to discuss the results with you. Does that all sound okay?

Great – well let's get started with the questions...please feel free to stop me if you have any queries.

(Confirm their name)

Now, what was your (mum/dad’s) full name?
And their date of birth?
(confirm client relationship)
Is your (mum/dad) currently (at home/in hospital)
And are you looking for permanent or respite care? (clarify type of care)

[ACA questions -> proceed to next page]

Client First Name*

Client Surname*

Resident Full Name/s*

Resident Date of Birth

Format: DD/MM/YYYY

Client Relationship to Resident*

Self Spouse / partner Daughter / Son Daughter in-law / Son in-law Auntie / Uncle Friend Other (make note in next field)

Client relationship to resident - Other

Is there a Power of Attorney?

Yes No Dont Know

Who is the POA

Client Themselves Only Client Themselves, with other family member Other Family

Other: Other Value

Current Location of Resident

Hospital Transition care / rehab At home Respite In another aged care facility Other (make note in next field)

Current Location of Resident - Other

Add details here

SCRIPT RE HSW CONTACT

Part of our service [name] when loved ones are in hospital needing to place, is to actively work with the hospital or social workers.

That being the case, what I'll do now is send you a quick email - which all you have to reply with is the word "Yes" - and that will enable me to contact the hospital/social worker and assist them to find the right facility on [resident's] behalf.

What is the name of the person you are working with at the hospital?

Hospital Info

Get hospital name, location, HSW details & DISCHARGE DATE

Type of Care*

RAC - Permanent RAC - Respite view to perm RAC - Respite straight (no perm) Home Care Package Retirement Living / ILU Other

Client answered these questions:*

Very openly Openly Reluctantly

Client in a rush?

Yes

No CM available

Yes

Tick this if no CM is available to take the transfer, and the CAO is taking the call all the way through

SCRIPT IF NO CM AVAILABLE

So my colleague [CM] name is just on the phone right now, so what I'm going to do is ask a few more questions so I can brief her properly and then she can prepare the options report for [resident name]. As I said before, [CM] will still be responsible for liaising with facilities on your behalf.

If you have another 30 seconds, I can ask you just two more quick questions that will mean we can send out a preliminary list of options straight away.

So firstly, do you know if your [mother/father] will be paying a bond or RAD?

[If needed, explain $165k asset threshold test]

Proceed to Case Management?*

Yes No

CAO - Financial Capacity

RAD payer RAD payer - unlimited Concessional N/A - Respite Don't know Partially Supported ($49k - $165k assets)

CAO - RAD Capacity

And lastly, how would you describe your [mother/father]'s care needs. Would you describe them as high care or low care?

[If needed, ask leading questions - are they mobile? Can they bathe themselves? Do they have any dementia?]

CAO - Care Level Description

CAO Call Script - Summary & Closing Off:

That’s all for today (Name),

My colleague [Case Manager] will give you a call at [...time...] and finish off the process. That will involve preparing a list of matched facilities for you, and inviting those facilities to get in touch with you asap.

Thanks for your time today (name), and thank you for allowing us to help with [resident name's] placement.