July 2017
2. Quick Reference GuideRegisteringrepresentatives and adding relationships
How do I register a representative?
There are two types of representatives that can be added to the record of a client:
- Regular representative:If the older person is capable of providing consent for someone else to speak and act on their behalf, they can set up someone else as their regular representative.Regular representatives are nominated by the client. Consent must be obtained from both the representative and the client. This can be given verbally or in writing using the Appointment of a Representative Form. Regular representatives are able to act as if they are the client for all functions within My Aged Care.A regular representative can also be the primary contact for client but will not receive correspondence from My Aged Care for the client.
- Authorised representative: If an older person is not capable of providing consent for someone else to speak on their behalf, they will need an authorised representative. Authorised representatives need to provide MyAgedCarewith legal documentation to show that they can legally act in this role. The legal documents are based on state and territory lawand show that someone is able to legally make health, personal and lifestyle decisions for someone. Authorised Representatives act as if they are the client for all functions within My Aged Care. An authorised representative will also automatically be the primary contact for the client (unless they nominate another person to do this) and will receive correspondence from MyAgedCare.
If the Appointment of a Representative Form is attached to a health professional webform, the My Aged Care contact centre will not have created a representative for the client. Assessors should use the information within the form to create a new representative for the client. A small number of Appointment of a Representative Forms are expected through this channel.
Assessors can also record additional relationships for clients in the assessor portalthis process is described later in this guide.
Follow the steps below to register a representative.
Step 1: Select the ’Find a client’ tab from the home page.
This will take you to ‘Find a client’.
Once you have found the client, select the client record.
Details of 'Representatives' are displayed at the bottom of the ‘Client details’ page.
Step 2: If the representative has not already been established or linked to the client record, select 'Add representative'. The ‘Add a representative’ page will be displayed.
Step 3: Confirm whether the representative already has a record with My Aged Care by using the search function.
Step 4a: If a matching client record exists and it is correct,click on the person’s name and their information will pre-populate into the ‘Register a representative’ page. If the returned result is incorrect select ‘Continue to register representative’ and go to Step 4b.
Step 4b: If there is no matching client record for the person, enter the required details about the representative, including the type of representative and whether they consent to register, and select ‘Register’. Mandatory fields are marked by a red asterisk. You will also need to record the Medicare Number (including Individual Reference Number) or, DVA Card Number of the representative (if a Medicare Number is unavailable), unless the representative is not an Australian Resident and therefore does not hold either a Medicare card or DVA card.
On this page, you are able to:
- Indicate whether this representative will be the primary contact for the client (for contact by phone)
- Add acontact phone number and mobile phone number for the representative
- Add a home address for the representative
You can also attach a completed ‘Appointment of a Representative’ Form to both the client and representative records to indicate that both the representative and the client have provided consent during an assessment.
When creating an authorised representative for a client, you should scan and attach documentary evidence to both the client and the representative records, where applicable. This could include the ‘Appointment of a Representative’ Form.
Assessors should check these documents to ensure that they remain valid.
Once you have registered a representative, a confirmation message will appear at the top of the screen and the representative's details will be recorded in the client record.
How do I add a relationship?
Assessors can also create and record additional relationships on the client record, for example, carer, support person, emergency contact or GP. Including additional relationships ensures that the client record contains important information about the client and their current situation. It will also provide other assessors, service providers and the My Aged Care contact centre with alternate contact details for the client in case they cannot contact the client or the client’s primary contact persondirectly.
Follow the steps below to add relationships.
Step 1: From the 'Client Details' tab on the client record, view ‘Representatives’ details at the bottom of the screen.
Step 2: Select ‘Add relationship’.
Step 3: On the ‘Add relationship’ page confirm whether the personalready has a record with My Aged Care by using the search function.
Step 4a: If a matching result is returned and it is correct, select the person’s name and their information will pre-populate into the ‘Add relationship’ page. If the returned result is incorrect, go to Step 4b.
Step 4b: If there is no matching record, complete the required Personal details information to create a new record for the person, and select ‘Register’.Mandatory fields are marked with a red asterisk.
In this screen, you are now also able to:
- Indicate whether this person will be the primary contact for the client (for contact by phone)
- Add a contact phone number and a mobile phone number for the person
- Add a home address for the person
Step 5:Once you have added the relationship a confirmation message will display, and you will be able to see information about the person from the ‘Representatives’ section of the ‘Client Details’ page.
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