Archived Grant Opportunity View - GO5451

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.

To be eligible to apply you must be the organisation listed below and have received an invitation to apply from the department. Please note that an automated notification email from GrantConnect advising you of a new grant opportunity is not an invitation to apply for this grant opportunity.

Healthdirect Australia Ltd (HDA) is invited to apply for this grant opportunity as they are considered to have:

• capability to deliver the grant activities

• existing infrastructure and relationships to support the grant activities

• experience and capability to deliver to the grant objectives and outcomes.

As the current delivery partner for My Aged Care, HDA has demonstrated that they have:

• successfully delivered the service to date and have a strong collaborative relationship with the department

• a current understanding of aged care policy, process and consumers and a proven ability to scale up (and down) resources and their technology as required

• the ability and the experience to interpret aged care policy into contact centre actions and knowledge

• an understanding of the broader business of health through their provision of a range of health services including after-hours GP services, the National Health Services Directory and COVID19 hotline.

The department proposes to continue with HDA as the delivery partner for the Contact Centre in the short to medium term to provide consistency and stability in a time of significant change.

$106,000,000.00

Submit your application to Grant.ATM@health.gov.au with the email subject line “GO5451 Application” followed by your organisation’s name.

If you do not receive an email (including auto reply) within 48 hours please contact the department on (02) 6289 5600.

Please only submit your application in .doc, .docx, .xls, .xlsx or .pdf format. Applications cannot exceed 20MB. Do not include macros, zip or password protect applications or attachments.