MyAssessor App User Guide Properties



myAssessor app User GuideThe myAssessor application (the App) enables assessors to undertake assessments offline. Whilst connected to the internet, assessors can register clients, download referrals to their supported device, and undertake assessments offline when they don’t have access to the internet, such as in a client’s home. Assessments can be uploaded to the My Aged Care assessor portal at a later time.The processes that assessors can undertake using the App include:Search for existing and register new clientsCreate offline clients Self-refer for assessment (ACAT only)View assigned referralsDownload a client’s referral for assessment View and add information about a clientComplete identity verification (wallet check)Undertake assessmentsCommence development of a client’s support planUpload assessment information to the My Aged Care assessor portalManually remove or cancel assessments from the App View connection issues and share this data with the Department to allow timely remediation of issuesView and set up representative relationships. Registering clients (online) and self-referring for assessment, downloading a client’s referral for assessment, uploading assessment information to the My Aged Care assessor portal and sharing device log data to the Department cannot be completed offline. All other processes listed above can be performed online and offline. The myAssessor app allows assessors to perform a subset of the functions available in the assessor portal, including the ability to conduct an assessment using the National Screening and Assessment Form (NSAF) and create a support plan. Once the assessor has internet connectivity, client assessment and support plan information can be uploaded to the assessor portal. The assessor can then submit to the delegate for approval (where necessary) or continue to match and refer, sending any necessary referrals for service. The client’s consent must be obtained prior to any referrals being sent. The myAssessor app also enables assessors to register a person who may not have previously registered with My Aged Care and conduct an assessment. The myAssessor app can only be used on one device by one assessor at any one point in time, and access cannot be shared. If the device needs to be assigned to another assessor, select ‘Re-activate myAssessor App’ from the myAssessor app section in the assessor portal. This will deactivate the App and send a new activation code to the assessor’s registered email address. The new assessor will then need to log in to the App with a new activation code, which they can generate from the assessor portal by selecting ‘Get Activation Code’ or by calling the My Aged Care service provider and assessor helpline on 1800 836 799. The myAssessor app is supported on the following operating systems: Android – available on Google PlayiOS – available on the Apple App StoreWindows 10+ – available on the Microsoft Store. The myAssessor app will timeout if inactive for 15 minutes and you will need to log in again. If you do not use the myAssessor app for 14 days, you will be locked out of the app. You will require an unlock code, which can be generated from the myAssessor app section in the assessor portal. Please note: the screenshots in this guide feature the myAssessor app version 16.0.5.1 on the Windows Surface Pro with Windows 10. If you are using another device, the myAssessor app will render slightly differently.Contents TOC \o "1-3" \h \z \u myAssessor app User Guide PAGEREF _Toc43774285 \h 11.Downloading and Activating the myAssessor app PAGEREF _Toc43774286 \h 41.1Downloading the myAssessor app PAGEREF _Toc43774287 \h 41.2Activating the myAssessor app PAGEREF _Toc43774288 \h 62.Signing in to the myAssessor app after activation PAGEREF _Toc43774289 \h 103.Register a client and self-refer for assessment PAGEREF _Toc43774290 \h 123.1Find a client PAGEREF _Toc43774291 \h 123.2Register a new client PAGEREF _Toc43774292 \h 153.3Self-refer for assessment (ACAT only) PAGEREF _Toc43774293 \h 184.Downloading a client’s referral or creating an offline client for assessment PAGEREF _Toc43774294 \h 214.1Downloading a client’s referral PAGEREF _Toc43774295 \h 224.2Creating an offline client PAGEREF _Toc43774296 \h 265.Viewing and adding client information PAGEREF _Toc43774297 \h 296.Registering a representative PAGEREF _Toc43774298 \h 376.1 Find and link an existing representative PAGEREF _Toc43774299 \h 376.2 Register a new representative PAGEREF _Toc43774300 \h 416.3 Create a representative in Offline mode PAGEREF _Toc43774301 \h 436.4 Activate a pending representative PAGEREF _Toc43774302 \h 446.5 Remove a representative relationship PAGEREF _Toc43774303 \h pleting identity verification PAGEREF _Toc43774304 \h 478.Undertaking assessments PAGEREF _Toc43774305 \h 519.Developing a support plan PAGEREF _Toc43774306 \h 579.1Adding concerns, goals and recommendations PAGEREF _Toc43774307 \h 6010.Uploading assessment and support plan information to the assessor portal PAGEREF _Toc43774308 \h 6610.1Uploading assessment and support plan information for downloaded assessments PAGEREF _Toc43774309 \h 6610.2Uploading assessments for offline clients PAGEREF _Toc43774310 \h 7010.2.1 Locally registering an Offline client PAGEREF _Toc43774311 \h 7010.2.2 Linking offline clients and assessments PAGEREF _Toc43774312 \h pleting the match and refer process and finalising the assessment PAGEREF _Toc43774313 \h 7612.Removing assessments from the device PAGEREF _Toc43774314 \h 7713.myAssessor app troubleshooting and diagnostics PAGEREF _Toc43774315 \h 79 Downloading and Activating the myAssessor app Prior to using the myAssessor app, assessors will need to:Download the myAssessor app from your device’s application storeHave an active home support assessor or comprehensive assessor role in the assessor portal (you must ensure your registered email address is current and up to date)Have an activation code, that can be obtained either via the myAssessor app section of the assessor portal or by calling the My Aged Care service provider and assessor helpline (1800 836 799). The activation code will be active for 24 hours from the time it is issued. If your code expires, select ‘Get Activation Code’ in the myAssessor section of the assessor portal or call 1800 836 799 to have another code issued.Downloading the myAssessor appBefore downloading the myAssessor App, depending on the device you are using, you will need to have an active: Microsoft account (for Windows Surface? Pro)Apple ID (for Apple iPad)Google account (for Samsung/Android).A side-loaded version of the Windows myAssessor app is available to assessment organisations that have a restricted IT environment.For instructions on how to download the side-loaded version of the myAssessor app, please refer to the guidance material available in the myAssessor app section (Sideloading-files ) on the ‘Information for Assessors’ page of the Department of Health website .Step 1: Once you have an active account, navigate to your device’s application store. Step 2: Search for the myAssessor app by entering ‘myAssessor’ in the search box, and select the myAssessor icon to open the myAssessor app details. If you are using the side-loaded version of the myAssessor app, the icon will be blue rather than purple.Step 3: Select ‘Install’ to download the App to your device. Once sucessfully downloaded, it will display on your device.The myAssessor app will be located where your device stores its applications. This will differ between the supported devices.If you have difficulties downloading the myAssessor app onto your device, contact your organisation administrator or relevant IT area. Activating the myAssessor appOnce the App has been downloaded to your device, follow the steps below to activate the App. Step One: From the home page of the My Aged Care assessor portal, navigate to the myAssessor app section. In this section, you will be able to view your myAssessor app activation status, any referrals downloaded to your device, and generate a code to unlock, activate or reactivated your device. Step Two: Select ‘Get Activation Code’ to send an activation code to your registered email address.Step Three: Open the App from your device. Step Four: A ‘Welcome’ page will display and remind users they must be a registered Aged Care assessor with My Aged Care and have an activation code obtained from either the assessor portal or the My Aged Care service provider and assessor helpline. Select ‘I have my details, let’s go…’.Step Five: Enter the email address associated with your staff account in the assessor portal and your activation code, and then select ‘Activate’. The email entered will be verified against the information held in My Aged Care. If the information is incorrect, an error message will be displayed. Step Six: If log in is successful, the ‘Password’ screen will be displayed. Create a password. You will be asked to enter the password a second time to ensure it is correct. Use this password to unlock the App each time it is opened. Step Seven: The ‘Terms of Use’ will be displayed. Read the Terms and Conditions and if you agree, select ‘I accept the above terms and conditions’, then click ‘Accept and continue’. Step Eight: The App homepage will be displayed. You have now successfully completed the activation process. The next time you sign in to the myAssessor app, follow the steps outlined below in Section 2. The first time you log in to the myAssessor app you may not see any referrals. Select ‘Refresh referrals’ to load assessment referrals assigned to you. If you experience issues with refreshing referrals, follow the steps in Section 13 to diagnose issues experienced with the App.Signing in to the myAssessor app after activationTo sign in to the App after the first time activation process, follow the steps below.Step One: Open the App from your device. The ‘Password’ page will display and you will be prompted to enter your password. Step Two: The ‘My clients’ page will be displayed. Note: If you are logging in to the App following an update, a ‘What’s New’ page will display, describing the changes that have been included in the new version. You will be locked out of the App if you forget your password, enter your password incorrectly five times or do not use the App for 14 days. You can regain access in the myAssessor section of the assessor portal. Select ‘Generate an Unlock Code’ to generate a code within the assessor portal. Enter this code into your device and you will then be able to reset your password and log in. If the portal is unavailable, you can also call the My Aged Care service provider and assessor helpline on 1800?836?799 to generate an unlock code. Register a client and self-refer for assessment Assessors are able to register a new client within the App. You must be connected to the internet to view and perform any of the functions referenced below. If you are not connected to the internet, follow the steps in Section 4.2 to create an offline client. Following online client registration: Comprehensive assessors can self-refer clients for comprehensive assessment (Section 3.3); Home support assessors must facilitate a referral for assessment prior to linking to the registered client (Section 10.2.2).These functions can also be performed in the assessor portal, please refer to Quick Reference Guide 1: Registering and self-referring clients (ACAT) and Quick Reference Guide 1: Registering and facilitating a referral (RAS). Find a clientBefore you register a person, you need to confirm that they do not already have a client record.If you are not connected to the internet, the ‘Find a client’ function will not be available and you can follow the steps in the ‘Adding an offline client’ section to create a client via the ‘Offline client’ functionality. You will then need register the client or link to an existing client when connected back to the internet.Step One: Select ‘Find a client’ from the home page of the App. Step Two: Enter the client's first name, last name and/or Aged Care User ID and select 'Search'. You can select ‘Show more search options’ to conduct a custom or refined search.Step Four: Any matching search results will be displayed. Step Five: If there is already an existing client record, select the appropriate record and continue from ‘Self-refer for assessment’ (Section 3.3) to create a referral.If there are 'No records returned' or the client record searched for is not returned in the search results, you can select ‘Register new client’.Register a new client To register a new client in the App follow the steps below. You must be connected to the internet. Step One: On the ‘Personal details’ page, enter the client’s personal information. Step Two: On the ‘Address details’ page, you can search for the client’s address. If the client’s address is not available from the drop-down list, you can select to enter the address manually.While you are entering client information in the ‘Personal details’, ‘Address details’ and ‘Identity Match/Consent’ sections, the App will check in real time for potential duplicate records. See Step Five for more details.Step Three: On the ‘Identity Match’ page, enter in any Government ID information that the client has provided. Step Four: Once all mandatory client information has been entered, select ‘Register’. You will be required to confirm the client’s consent to be registered with My Aged Care. The ‘Register’ button will not be enabled until all mandatory client information has been entered on the ‘Personal details’, ‘Address details’ and ‘Identity Match’ pages. If registration is successful, you will be taken to the ‘Client details’ page. Step Five: While you are entering client information prior to registration, the App will check for any potential duplicates. Select ‘View potential matches’ to view the possible matching client records. If there are any potential duplicate matches found, you will be required to view these records prior to registering the new client to avoid creating a duplicate client record in My Aged Care.The list of potential duplicate matches will be displayed on the left side of the screen in list view. Select each record to see a visual comparison of client details against the client record being registered. If you choose to ‘Use the existing record’ continue to ‘Self-refer for assessment’ (Section 3.3) if you are a comprehensive assessor, or facilitate a referral for assessment if you are a home support assessor. If none of the potential duplicate matches are the client you are registering, select ‘Use the record being registered’ to complete the registration process. It is important to view any potential duplicate records prior to registering a new client to prevent the creation of duplicate client records in My Aged Care.Self-refer for assessment (ACAT only)When you self-refer a client for assessment in the App, the client’s referral will be assigned to you. You must be connected to the internet. Home support assessors cannot self-refer and must facilitate a referral prior to linking with the registered client (Section 10.2.2).Step One: When you have found or registered the client you wish to self-refer for an assessment, select ‘Refer for assessment’ from the client’s record in the App. Step Two: Select the outlet that the assessment will be associated to (if you are assigned to multiple outlets), the priority for the assessment and the reason for self-referral, then select ‘Create referral’. If the client is undergoing an assessment, an error message will be displayed and you will be unable to refer the client for the assessment. Step Three: If the referral is created successfully, you can select to go back to the home page or download the client immediately. Downloading a client’s referral or creating an offline client for assessmentClient referrals can be downloaded for all referrals that have been assigned to you in the assessor portal. When downloaded to your device, the assessment, client profile, notes tab and attachments tab will pre-populate with information collected during screening and previous assessments (if applicable). An internet connection is needed to download client referrals for assessment to a compatible device. The myAssessor app can store up to 50 clients at any one time. You can also create and save an offline client to your device whilst offline and conduct an assessment and commence a support plan. Once re-connected to the internet, the offline client can be registered (Section 10.2.1) or linked to an existing client (Section 10.2.2), prior to uploading the assessment and support plan information to the assessor portal. When you download a client’s referral to your device, the client record and the assessment will be locked in the assessor portal and remain locked until you ‘Upload the assessment’ (see Section 10 of this guide) or if you remove the referral from your device. Referrals can be removed via the App or the assessor portal.Any client referrals that are downloaded to your device will appear in the myAssessor app section of the assessor portal, under ‘Downloaded Referrals’. A person with the Team Leader role in the assessor portal can reassign client referrals that have been downloaded.If a downloaded referral is reassigned to another assessor, any data entered on the device whilst offline will not be able to be uploaded and will be discarded by the App. To retain data entered offline, it is advised to upload the assessment to the assessor portal prior to re-assigning the referral. Assessors will also receive a notification in the assessor portal informing them when a downloaded referral has been re-assigned to another assessor.Downloading a client’s referral To download a client’s referral for assessment, follow the steps below. You must be connected to the internet. Step One: Open and log in to the app with your password, following the process in Section 2. The ‘My Clients’ page will be displayed. Client referral cards will appear in alphabetical order (by last name). The visual indicator on the referral card identifies how a referral is tracking against the next relevant Key Performance Indicator (KPI) milestone (for example, Completed Support Plan (ACAT) or Finalised Support Plan (RAS)).You can select the ‘Priority to Action’ icon to sort your referrals and identify which assessments require immediate action.To ensure that you are viewing the most up to date list of referrals assigned to you, select ‘Refresh Referrals’ at the top of the page when you are connected to the internet. If you cannot see the client’s referral card on the ‘My Clients’ page, speak to your Team Leader to ensure the referral for assessment has been assigned to you. You can also check connectivity via the App settings to confirm your device is connected to the internet and to Aged Care Gateway server. If you continue to experience issues, call 1800 836 799 for assistance or follow the steps in Section 13 to diagnose issues experienced with the App.Step Two: Select ‘Download’ on the client referral card you want to download.Step Three: You will be asked to confirm that you want to download the client’s record. Select ‘OK’ to commence the download.You will be asked if you want to pre-populate the assessment with the latest assessment or screening information. Select ‘More information’ to see more information about the source of pre-population.Step Four: If you select ‘Confirm pre-population’, the assessment form will be populated with the information contained in either the latest assessment or the screening if an assessment has not been captured. An assessor only has the opportunity to select whether they would like to start the assessment pre-populated or as a blank assessment once. An assessor will still have the ability to ‘clear page information’ from within the assessment.Step Five: The client referral card will fade and ‘Downloading assessment’ will appear. You can download multiple clients at the same time. To view the download status of the client’s referral, select ‘View progress detail’. Step Six: When the client’s referral has successfully downloaded, the client’s name will change to blue, their full address will display, and you will have the option to ‘Go to assessment’ to commence their assessment. You will now be able to view client information (Section 5), set up representatives (Section 6), complete identity verification (Section 7) and conduct the assessment (Section 8), either online or offline. Creating an offline client You can complete an offline assessment for a client who is not assigned to you in the assessor portal by creating and saving a client record locally to your device. This could occur in a variety of circumstances; for instance you are in a client’s home undertaking an assessment offline and you determine that their partner or someone else living at the same address, who may not be registered with My Aged Care, also requires an assessment. To create an offline client on the myAssessor app whilst offline, follow the steps below.Where possible, you should always attempt to confirm whether a person is registered with My Aged Care prior to creating an offline client in the App. If a client already has an assessment in progress, you will not be able to refer this client to your outlet and consequently be unable to upload and complete the assessment.If the client has not been referred to you, does not have an in-progress assessment and you are: A home support assessor, you will need to call the My Aged Care contact centre on 1800 836 799 to facilitate a referral for the client to your organisation before you can upload the assessment to the assessor portal. You can still undertake the assessment offline if no internet connection is available. A comprehensive assessor, you can refer this client to yourself in the assessor portal. This process is described in the Quick Reference Guide – Registering and self-referring clients, available on the Department of Health website.Step One: Open and log in to the App with your password, following the process in Section 2. The ‘My clients’ page will be displayed with any previously downloaded client referrals that have not been removed from the device. Select ‘Find client’. Step Two: A message will display notifying you that you are not connected to the internet. Select ‘Create an offline client’.Step Three: A blank client record will be displayed. You will be able to capture all the client details required to register a client in structured data fields (Personal Details, Address details, Identity Match details). Select ‘Save’ to save the client locally to your device. Only First Name, Last Name, Gender and Date of Birth are mandatory to ‘Save’ an offline client. Address details and Identity Match details are Optional. Once you have saved an Offline Client, you will be able to edit the client details up until the point you register the client online (Section 9.2.2). Step Four: The offline client’s record will display. You will now be able to enter additional client profile information (Section 5), undertake an assessment (Section 7) and commence developing the client’s support plan (Section 8). Clients created offline will have a visual indicator to identify that they have been created locally to the device. ]Viewing and adding client information You can view client information previously collected for downloaded assessment referrals or offline clients (saved locally to the device using the process in Section 4.2). Open and log in to the App, following the process in Section 2. The ‘My clients’ page will be displayed. Click on the client card to navigate to the client’s details. The ’Client Profile’ page will be displayed.hAlternatively, you can access client details within the client’s assessment by selecting the client icon at the top left corner the page. You can toggle between the client, assessment and support plan without losing any information. The ‘Client Profile’ page contains information from the client record including:Personal information (Name, DOB, etc.)Communication requirementsIdentity documentsIdentity statusHealth InsuranceAddress detailsContact details.Client profile information can be edited from this section. Any information that is updated from the App will overwrite the profile information that is in the client record when uploaded to the assessor portal. When all mandatory client profile information has been completed, a tick will appear next to the section. This information must be completed to generate assessment outcomes at the completion of the assessment. The ‘Contact Details’ page dispalys client’s contact information, mobile and home numbers, email address, perefered contact method and address details.Assessors can add and/or edit contact infromation and configure notification preference (SMS and/email) in the ‘Contact details’ section. To prompt SMS notifications for a client and their represetative, follow the steps below.Step One: Obtain Consent to send SMS and email about the client and add mobile phone number.Step Two: Select the ‘Verify’ button. This will send a six digit code to the recipient’s mobile number.Step Three: Enter the six digit code and select ‘confirm code’.Step Four: Once the number has been verified, to set SMS notification toggle on ‘Notify by SMS’ . Note: To remove a preference you can select the toggle to remove the preferenceThe ‘Relationships and cohbitants’ page displays the client’s representatives, the people they represent and other relationships. The process for setting up representative relationships is explained in Registering a representative in Section 6.The ‘Wallet check’ page displays the status of the wallet check. This process is explained in Completing Identity Verification in Section 7. The ‘Event summary and Approvals’ page displays information about screening and previous assessments (if applicable). It will also contain information about a client’s current Approvals and services in place, if applicable.The ‘Attachments’ page is a feature that allows you to add attachments by selecting ‘Add an image’. The camera on the device will open. The ‘Types’ that can be added match those available in the My Aged Care assessor portal. Any attachments added whilst offline will appear in the ‘Attachments’ tab of the client record when the assessment is uploaded to the My Aged Care assessor portal. The attachment image will only save in the myAssessor app. For security purposes, the image will not be saved locally to the device.You will need to enter a ‘Name’ and a ‘Type’ of image (for example, Power of Attorney), which will be displayed in the My Aged Care assessor portal. You can also add a description for the attachment in a free text box. The ‘Notes’ page enables you to add and view Client notes. The Note types available match those available in the My Aged Care assesor portal (for example, Client story). These notes will be visible in the Notes tab on the client record when the assessment is uploaded to the My Aged Care assessor portal.Registering a representativeYou can view pending and active representatives, people that the client represents and other relationships on the ‘Relationships and cohabitant’ page. For information on the types of representatives that can be created, see Quick Reference Guide 2 – Registering Representatives and Adding Relationships. To set up a representative with an exsiting My Aged Care record, go to Section 6.1. To register and set up a new representative, go to Section 6.2. To create a local representative in Offline mode, go to Section 6.3.To activate a pending representative, go to Section 6.4. A warning symbol will be displayed next to the ‘Relationships and cohabitants’ menu item when a client has pending representatives that need to be confirmed.6.1 Find and link an existing representativeTo set up a representative who already has a My Aged Care record, follow the steps below. You must be connected to the Internet. To set up a new representative go to Section 6.2. If you are Offline, you can create a local representative record and link it to an existing record when you go back Online. Go to Section 6.3 to complete this process. Step One: Navigate to the ‘Relationships and cohabitants’ page and select the ‘Add Representative’ button.This will take you to the ‘Find a Representative’ page. ‘Cohabitant’ refers to another aged care client who lives at the same address with the client undergoing assessment, and has an active relationship on record.Step Two:You can search with a combination of ‘First name’, ‘Last name’, ‘Aged Care User ID’ or select ‘Show more search options’ to refine your search. If the representative does not have a record, go to Section 6.2.Step Three: Select the representative’s card and review their personal information to confirm it’s the correct person.If no matches are found, select ‘Register new representative’ and go to Section 6.2.Step Four: Navigate to the ‘Consent’ page and fill in the information about the representative arrangement and indicate whether the client and nominated representative have consented to the arrangement.You must obtain the following consents before you can set up an active representative relationship:Representative’s consent to register with My Aged Care;Representative’s consent to represent the client;Client’s consent to be represented by the nominated representative. If either the client or representative do not provide their consent for the relationship to be set up, a pending representative relationship will be created. To activate a pending relationship go to Section 6.4.Step Five: Select the ‘Link’ button to link and activate the representative relationship.The representative will be displayed on the ‘Relationships and cohabitants’ page.6.2 Register a new representativeIf the nominated representative does not have a My Aged Care record, follow the steps below. You must be connected to the Internet. If you are Offline, you can create a local representative record in Offline mode and register the record when you go back Online. Go to Section 6.3 to complete this process.Step One: Select ‘Add Representative’ from the Relationships and cohabitants page and conduct a search for the representative. From the ‘Find a Representative’ search results page, select ‘Register new representative’.Step Two: On the ‘Register a representative’ page complete the following on the representative’s record: Personal and address detailsIdentity Match, by verifying the representative’s Medicare card numberGovernment IDs (these IDs can assist in retreiving the representative’s care approvals from DHS, if any):(Aged Care Management Payment System (ACMPS) numberSystem for the Payment of Aged Residential Care (SPARC) numberDepartment of Veterans’ Affairs (DVA) card numberCentrelink Customer Reference Number (CRN).Step Three: Navigate to the ‘Consent’ page and fill in the information about the representative arrangement (authorised or regular) and indicate whether the client and nominated representative have consented to the arrangement.You must obtain the following consent before you can set up an active representative relationship:Representative’s consent to register with My Aged Care (this will create a representative record);Representative’s consent to represent the client;Client’s consent to be represented by the nominated representative. If either the client or representative do not provide their consent for the relationship to be set up, a pending representative relationship will be created. To activate a pending relationship go to Section 6.4.Step Four: Select the ‘Register button to create the representative record, link it to the client and activate the representative relationship.The new representative will be displayed on the ‘Relationships and cohabitants’ page.6.3 Create a representative in Offline modeTo create a representative while the App is in offline mode, follow the steps below.You must be online to register and set up a representative relationship. Any representatives created offline will be saved locally to your device. Representatives created offline will have a visual indicator to identify that they have been created locally to the device. You must register the relationship before you can upload the assessment. To do this select ‘Register’ against the local record, and follow the steps in Section 6.1 and Section 6.2 to link the offline record with either an existing or new record. Step One: Navigate to the ‘Relationships and cohabitants’ page and select the ‘Add Representative’ button.Step Two: Populate the representatives information in the pages on the ‘Register a representative’ screen. Step Three: Select the ‘Save’ button.The new representative will appear on the ‘Relationships and cohabitants’ page.6.4 Activate a pending representativeA ‘Pending representative’ is created on a client’s record when consent has not been provided by either the client or nominated representative to set up the representative relationship. A warning symbol will be displayed next to the ‘Relationships and cohabitants’ menu item when a client has pending representatives that need to be confirmed.To activate a ‘pending’ representative relationship, follow the steps below. You must be connected to the Internet.Step One: Select the ‘Activate’ button on the pending representative’s card.Before activating the relationship you must ensure that consent has been provided by both the client and representative to establish the relationship and relevant documents have been attached the client's record. Step Two: A popup box will display, prompting you to confirm consent from the client and their representative to establish the relationship. Step Three: Select the ‘Activate’ button.The representative will now appear under ‘Active’ representatives.6.5 Remove a representative relationshipTo remove an active or pending representative relationship, select the ‘Remove’ button on the representative’s card and select ‘Remove’ in the confirmation box. You can only remove representative relationships from the App if they were added using the App. Existing relationships can only be removed via the Assessor portal. Completing identity verificationTo conduct identity verification (a wallet check), follow the steps below.Step One: Open and log in to the App with your password, following the process in Section 2. The ‘My clients’ page will be displayed. Select the client’s name on the referral card. Step Two: Select ‘Wallet check’. The status of the wallet check will be displayed. To conduct a wallet check select ‘Conduct a wallet check’. Step Three: A page is displayed to record whether the client has identification that will allow you to complete the process. If you have selected:‘My client has identification’, go to Step Four. ‘My client has no valid ID at this time’ you will receive a message confirming that a wallet check should be completed at a later date. Go to Step Five.‘My client is unable to produce ID’, a message will be displayed to record that you are unable to complete the wallet check and that it will not be able to be completed at a future date, go to Step Five.Step Four: The page will be expanded to allow you to record the type of documentation sighted, and the date that you performed the wallet check. You will need to sight at least two types of identification to complete the wallet check. Select ‘Show more types of identification that can be sighted’ to display additional identity documents that may be used for identity verification, for example, Birth Certificate, Australian Aged Pension, Pensioner Concession Card etc.Step Five: Select ‘Complete’. Step Six: If you successfully completed the wallet check an information message will display to confirm that the wallet check has been completed. If you are unable to sight two identification documents (e.g. the client does not have valid ID), a reminder to complete a wallet check will display on the client record until a wallet check can be completed. This will not prevent you from completing an assessment. Undertaking assessmentsAssessors can use the myAssessor app to:Undertake assessments for client’s referrals they have downloadedUndertake assessments for offline clients they have saved locally to their deviceThe myAssessor app will display the same sections of the assessment that are available for home support assessors and comprehensive assessors in the My Aged Care assessor portal. The steps to undertake an assessment on the App are as follows.Step One: Open and log in to the App, following the process in Section 2. The ‘My Clients’ page will be displayed. Step Two: Select ‘Go to assessment’ for the client you are wishing to assess. The ‘Assessment Details’ page (or ‘Prior to Assessment’ page for comprehensive assessments) will display, and the assessment can be commenced from here.If you are a comprehensive assessor the ‘First Intervention of a Clinical Nature’ page will display first. You can cancel an assessment from any screen within the App. If you cancel an assessment within the App, your team leader will receive a notification once you have internet connection and your device has synced with the assessor portal. There are character limits for free-text fields. The character limits will display at all times. Ensure that you do not exceed these character limits whilst undertaking the assessment. Mandatory fields are identifiable by red asterisks, and prior to completing mandatory information a red triangle will display in the top right hand side of the box. Once a mandatory question is answered, this triangle disappears. This feature helps to identify whether all mandatory questions have been answered in each section. Selecting ‘Clear page information’ will clear any information entered on the current page of the assessment that the assessor is working on.At the bottom of each page, selecting ‘Next’ will navigate you to the next section of the assessment in the App. Step Three: Progress through the sections identified in the Assessment menu. Similar to the My Aged Care assessor portal, a mandatory confirmation box must be completed at the bottom of each section. A tick will appear beside the relevant section in the ‘Assessment menu’ when all mandatory questions for that section are complete.Click a currently answered button to unselect a ‘Yes / No’ question in the assessment. While progressing through the assessment, assessors may choose to use the ‘Quick Notes’ feature, which allows notes to be recorded on the App, but will not be uploaded to the assessor portal. These notes could be sensitive in nature, or may be notes that are for later reference during the assessment process If a client has one or more health conditions, select ‘Yes’ and the assessor can select from the list of health conditions available. If ‘No’ is selected, nothing further is required.Adding health conditions in the App follow the same process as the assessor portal. Note: up to ten health conditions can be added in an assessment. During the assessment, assessors can access Supplementary Assessment Tools. When you indicate that you would like to use a Supplementary Assessment Tool, it will be listed automatically under the relevant section of the assessment.Any information entered into the Supplementary Assessment Tools can be edited and/or removed.Step Four: As assessors are progressing through the assessment they can indicate which Needs (Functional needs, Other considerations, Complexity Indicators) and some recommendations to be addressed in the Support plan, by selecting ‘Add as Functional Need, ‘Add as Complexity Indicator’, ‘Add as Other Consideration’ and ‘Add as recommendation’ next to the relevant question.On selecting the checkbox, these will populate in the ‘Identified Needs’ tab of the client’s Support Plan. Recommendations will populate in the ‘Goals & Recommendations’ tab. You can upload an assessment to the My Aged Care assessor portal from the myAssessor app without answering all mandatory questions. However, you will need to complete all mandatory questions before you can complete the assessment in the My Aged Care assessor portal.Assessors are expected to contact the client to confirm the outcome of the assessment, discuss the client’s service preferences, and obtain consent to send referrals for service. Developing a support plan At any point after a client’s assessment has been commenced, their Support Plan can be created and developed within the App.Assessors will still be required to upload client assessment and Support Plan information to the assessor portal in order to submit to the delegate for approval or match and refer for services. The sections of the Support Plan in the App are aligned with the Support Plan tabs in the assessor portal, and assessors can record: Assessment SummaryIdentified NeedsClients concerns and goalsOther RecommendationsAssociated people ReviewFor further guidance on completing a client’s support plan, follow the steps outlined in the Quick Reference Guide – Completing the Support Plan (for both RAS and ACAT) on the Department of Health’s website. To commence a support plan for a client who you are assessing, select ‘Support Plan’ from the App’s side menu. The ‘Assessment summary’ will display. The Assessment summary will be pre-populated with information captured during the assessment. To commence editing the Assessment summary, select ‘Edit’ and then ‘Confirm Edit’. The Assessment summary will update in real-time with information entered in the assessment. An icon will display on the fields which will automatically pre-populate into the assessment summary. Once ‘Confirm Edit’ is selected and the user confirms their intention to continue to edit the Assessment summary, the Assessment summary will no longer update with information from the assessment. Selecting ‘Flag as draft’ will display an indicator in the side menu, to remind users that the assessment summary is a draft and should be completed prior to uploading to the assessor portal. Adding concerns, goals and recommendations When developing a client’s support plan in the App, Areas of Concern and Goals, and Recommendations can be added in the ‘Client concerns and goals’ and ‘Recommendations’ section of the Support Plan.Step One: To add an area of concern, select ‘Add a client concern’ and ‘Save’. Select ‘Edit’ to update or delete the area of concern, or change the order of areas of concern where you have added multiple concerns. Step Two: To add a goal to a recommendation, select ‘Add a goal’ from the relevant area of concern. Enter a description and motivation to achieve and select ‘Save’Step Three: Recommendations can be added directly to Areas of Concern and Goals in the Client concerns and goals section: Or alternatively, can be added from the ‘Other Recommendations’ section. The corresponding recommendations available for each assessment type will display for the client in the ‘Recommendations’ section Home Support assessment: Comprehensive assessment: Step Four: Add any service recommendations or care types under the Act. Similar to the assessor portal, goals can be linked to some recommendations. Add service recommendation: Add Care Type under the Act:If it is determined that a client has a high priority for a home care package, you are required to answer all mandatory questions and provide your reason or comments using the available comment field.Recommendations that cannot be added (generally due to other recommendations that have been added) will be indicated in italics. Once you have made all your recommendations, you will be able to view these in the ‘Other recommendations’ section. The ‘Other recommendations’ section will display all recommendations made during the development of the Support Plan, where the ‘Client concerns and goals’ will only display recommendations linked to goals. Uploading assessment and support plan information to the assessor portalThe device must be connected to the internet to upload an assessment.Uploading assessment and support plan information for downloaded assessmentsTo upload assessment and support plan information for a client whose referral you have downloaded and assessment you have undertaken on the App, follow the steps below. Step One: For the assessment you wish to upload, select ‘Upload Assessment’ from either the ‘Client’, ‘Assessment’ or ‘Support Plan’ sections.The ‘Upload’ button will not be visible whilst offline.Step Two: The ‘Upload Assessment and client information’ page will display. Confirm that you want to upload the assessment by selecting ‘Upload’. If the face-to-face assessment was conducted in a remote location, you should ensure that the ‘Remote Assessment’ indicator is selected before the assessment is uploaded. To determine if an assessment is conducted in a remote location, please review the information provided within the help icon.The confirmation box displays a list of mandatory questions or client details that are incomplete or invalid. Incomplete or invalid questions will not prevent you from uploading the assessment. However, you will need to complete all mandatory questions before you can complete the assessment in the assessor portal.You will not be able to upload the assessment if the Assessment summary exceeds 5,000 characters.Step Three: The assessment will now be uploaded to the My Aged Care assessor portal. The information you added as part of the assessment will automatically populate the corresponding fields, where applicable, in the assessor portal and will display as ‘Uploaded’ on the ‘My Clients’ page in the App. You can view the upload progress of the client’s assessment and support plan information by selecting ‘View progress detail’. You will be able to view the detail of any errors that may occur in the upload here.Step Four: Once you have uploaded the client’s information to the assessor portal, you can remove the client locally from your device. Once uploaded to the My Aged Care assessor portal, the client’s referral and assessment is only viewable through the portal. The only way to interact with the client record using the App is to download the client’s referral again.Uploading assessments for offline clientsTo upload assessment information for offline clients’ assessments created on the myAssessor app when not connected to the internet, the offline client will need to be registered locally (Section 9.2.1) or linked to an existing client record (Section 9.2.2). Following online client registration: Comprehensive assessors can self-refer clients for comprehensive assessment (Section 3.3) before uploading the assessment; Home support assessors must facilitate a referral for assessment prior to linking to the registered client and uploading the assessment. To add an offline client using the myAssessor app, follow the steps in Section 4.2.If the client already has an in progress assessment, you will not be able to upload the assessment. This should be confirmed prior to starting the assessment for an offline client. If you are a:Home support assessor, you will need to call the My Aged Care contact centre on 1800 836 799 to facilitate a referral for the client to your organisation before you can upload the assessment to the My Aged Care assessor portal. You can still undertake the assessment offline if no internet connection is prehensive assessor, you can self-refer this client to yourself in the My Aged Care assessor portal. This process is described in the Quick Reference Guide – Registering and self-referring clients, available on the Department of Health website.10.2.1 Locally registering an Offline client If you do not have a referral assigned to you for an offline client saved locally to your device, you will need to register the client and arrange for a referral to be issued and assigned to you. This process can only be done when connected to the internet. If you have a referral assigned to you for the offline client you wish to upload to the assessor portal, follow the steps in Section 9.2.2.Once the offline client has been registered and a referral has been assigned to you in the assessor portal (via self-referral for comprehensive assessors or facilitated referral for home support assessors), you can link the offline client to the assessment referral and upload the assessment to the assessor portal. Follow the steps below to locally register an Offline client. Step One: Select the Offline client that you wish to register from your home page and select ‘Register’ in the top right hand corner of the client record.Step Two: The App will do a real-time check for any potential duplicates. Select ‘View potential matches’ to view the possible matching client records. If there are no matches, select ‘Register’ and proceed to Step Four.If there are any potential duplicate matches found, you will be required to view these records prior to registering the new client to avoid creating a duplicate client record in My Aged Care. Step Three: The list of potential duplicate matches will be displayed on the left side of the screen in list view. Select each record to see a visual comparison of client details against the client record being registered.If none of the potential duplicate matches are the client you are registering, select ‘Use the record being registered’ to complete the registration process. You will need to indicate client consent to register priorIf you wish to use the matching record, select ‘Select the existing client record’. Where any client demographic information conflicts between the two records being merged, you must select which information to retain before saving. The ‘Online record’ is the record that already exists in My Aged Care, and ‘Captured offline’ is the offline client saved locally to your device. It is important to view any potential duplicate records prior to registering a new client to prevent the creation of duplicate client records in My Aged Care.Step Four: Once the offline client has been successfully registered or linked to an existing record, the client details page will display. In order to upload the client to the assessor portal, you will need to link the client to a referral:Comprehensive assessors can self-refer clients for comprehensive assessment (Section 3.3) to automatically link the clients assessment information prior to uploading; Home support assessors must facilitate a referral for assessment prior to linking to the registered client (Section 9.2.2). From the App home page, the locally registered record will display as ‘Registered’ until the client is linked to a referral. A client with the ‘Registered’ indicator only contains client details and assessment information captured offline, and will need a referral linked to the record prior to uploading to the assessor portal. 10.2.2 Linking offline clients and assessments Step One: Before uploading the assessment, you will need to link the offline client (locally registered or saved) to an existing client in My Aged Care. Select ‘Go to assessment’ from the client’s card that you wish to upload, and from the Offline client’s assessment, select ‘Add to existing client’.Comprehensive assessors can select ‘Self refer’ if there is not an existing referral for the client downloaded to their device, following the process in Section 3.3.Home support assessors cannot self-refer and will be advised to call the My Aged Care contact centre. Step Two: You will be prompted to call 1800 836 799. Select ‘Yes’ if you have: Already contacted the My Aged Care contact centre, and had a referral sent to your organisation and assigned to you (home support assessor), or Self-referred a client to your organisation (comprehensive assessor).A person assigned the Team Leader role in the assessor portal will need to accept the referral and assign it to you for it to appear in your assessments queue in the assessor portal. Step Three: A list of existing clients that you can transfer the assessment information to will appear. Select the name of the client, then select ‘Link’. The assessment information collected about the offline client will now be transferred to the existing client, and the assessment can be uploaded to the My Aged Care assessor portal, following the process in Section 9.pleting the match and refer process and finalising the assessmentTo complete the match and refer process and finalise the assessment, see Quick Reference Guide - Completing the Support Plan and Quick Reference Guide - Referring for Services available on the Department of Health website. If you have undertaken an assessment using the myAssessor app, you will need to contact the client to develop the client’s support plan, confirm their referral preferences and obtain their consent to send referrals for service.Removing assessments from the device You may choose to remove client details from your device to increase storage space, and allow for easier navigation from the myAssessor app home page. To manually remove client details from the device follow the steps below.Removing a client record from the device will permanently delete any assessment information recorded on that device and that has not been uploaded to the assessor portal.Step One: Open and log in to the app with your password, following the process detailed in Section 2. The ‘My Clients’ page will be displayed. Select the Client’s Name from the client card.Step Two: From any page in the client’s record, you can remove the record from the device by selecting ‘Remove from Device’.The select ‘Remove’ to remove the record.Alternatively, if you have already uploaded a client to the assessor portal, you can select to remove the record from the client card.Clients with uploaded assessments will still appear in the app when you select ‘Refresh referrals’ until you complete the client’s support plan in the assessor portal.myAssessor app troubleshooting and diagnosticsThe troubleshooting and diagnostics functionality assists the My Aged Care contact centre with diagnosis and resolution of issues in coordination with the support teams in the Department of Health. These functions are accessed from the ‘Settings’ icon on the top right corner of the homepage of the myAssessor app. Information about the current downloaded version of the myAssessor app is displayed, and assessors can also ‘Check connectivity’, ‘Share App Diagnostics’ or ‘Check Failed Loads’ from this screen. If you experience connection issues whilst using the App, you can check for issues by selecting ‘Check connectivity’. Any connection issues will be displayed. There are also quick suggestions provided to help with connectivity issues.If you experience technical issues whilst using the App, you can choose to share your App device logs and diagnostics. This will assist the support teams to more easily identify, analyse, diagnose and resolve any issues. The logs contain detailed information regarding the specific problem, and traceable steps that have been taken to reach the problem point. This information will be able to be accessed by the Department of Health for diagnosis. ................
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