Home and Community Care
ARAS HACC Advocacy Program
The Home and Community Care (HACC) Statement of Rights and Responsibilities acknowledges that for a program to be effective, services must cater for the needs of individual consumers. Consumers must be given the opportunity to make comments and complaints, express their views and uphold their rights and responsibilities. ARAS can provide information about consumer rights, and advocates can support people to resolve their concerns.
The ARAS HACC Advocacy Program assists:
- Older people and their carers as users of HACC services (e.g. Domiciliary Care, Local Council, RDNS, Meals on Wheels).
- Representatives of the older person.
- Service providers who seek information about upholding their clients' rights and entitlements.
How ARAS advocates can assist you
When consumers contact ARAS an advocate listens and asks questions in order to clarify the specific issues of concern about the services being provided by a HACC funded service. Accurate information is provided about the rights of the older person and strategies are offered to resolve the problem. This will include discussion of the possible consequences of any action.
The consumer may then choose to take action themselves to resolve the problem, or they may prefer their representative or an ARAS advocate to speak up on their behalf. The advocate will only proceed if given permission to do so and will consult with the consumer throughout the process.
ARAS advocates are also able to provide general information about aged care services, and referrals to other appropriate services.
Please refer to the ARAS Consumer Information Leaflet which also outlines the ARAS Privacy Information and the ARAS Complaints process.
What ARAS advocates can assist with:
- Accessing services (e.g. how to arrange for help at home).
- Changes to services (e.g. when the service has been reduced or stopped, or the care plan has been altered).
- Appropriateness of services (e.g. the service does not meet the needs of the older person, or the service is provided in an unsuitable manner).
- Communicating with staff (e.g. the older person may seek assistance to ask questions or discuss care needs with the service provider, or they may want support at a meeting to address their concerns).
- Rights and entitlements ( e.g. whether the older person has the right to expect a particular service provided in a specific manner, or the right to request a change of care worker).