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Alwyndor COVID-19 Update - 11 August 2022

COVID update and visitor information

About our Home services

A little support around the home can make a big difference and help you live independently for longer.
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As you get older certain everyday tasks can become more difficult to manage. If you are finding it harder to do some of the things you used to do, Alwyndor can help.

Alwyndor is an approved provider of services that support you to live well in your own home for as long as you choose.

Depending on your needs and preferences, we will work with you to tailor a service that may include:

Cost of home care

Our pricing schedule (below) details the full range of services on offer and the associated costs.

If you are purchasing services privately, you will pay the fee shown on the pricing schedule for each service.

If you are receiving government support through a Home Care Package or the Transition Care program, the fee will be charged to the government and deducted from the amount allocated for your care. The amount allocated will depend on the level of support you are assessed for. You can find out more about Home Care Packages on the My Aged Care website.

Pricing Schedule

Why choose Alwyndor for your home support?

While Alwyndor provides the full range of high-quality services you need and expect, we are smaller than many other aged care providers, which means we take a more personalised approach to your care. Our professional staff will take the time to get to know you (and your family) and work with you to develop a lifestyle plan that enables you to maintain your independence and maximise your wellbeing.

As part of the City of Holdfast Bay, we are also a not-for-profit organisation which means we put people first.

Our service is based around three c’s – continuity, choice and communication.

Continuity – We are committed to ensuring the services we are engaged to provide happen at the arranged date and time, regardless of staff circumstances. Our highly qualified people will be there to assist you when you need support, and we will work with you and your family to respond as your needs change over the long-term.

Choice – We will respect your choices and provide excellent services, designed around your needs to help you live independently in your own home.

Communication – We will be open and transparent in our communication and keep you and your family informed every step of the way. We listen to you and respond to requests, concerns or issues quickly.

At Alwyndor, we care about you and treat you with dignity and understanding. We welcome the opportunity to meet with you and your family and assist you through all aspects of the Support at Home program.

Am I eligible for home support?

Support at Home services are for people who are aged over 65, no longer working and who have registered with My Aged Care. Private services are available to anyone.

How can I access services from Alwyndor?

You will need an assessment of the services you require before we can offer any funded services to you. This assessment is undertaken by My Aged Care for Commonwealth Home Support Services and the Aged Care Assessment Team (ACAT) for Home Care Packages.
Call My Aged Care on 1800 200 422 or visit

Services can be access through:

Home Care Packages (HCP): HCP is funded by the federal government and provides four levels of packages based on care needs:

Level 1Basic care needs
Level 2Low care needs
Level 3Intermediate care needs
Level 4High care needs

Anyone can apply to access services if they wish to pay for the services themselves. No assessment from the Aged Care Assessment Team is required to use services privately. If you wish to access services privately please contact our Customer Care Team on 8177 3200.

What type of referral do I need for home support?

We accept referrals from My Aged Care.

How much do services cost?

Services accessed through the Commonwealth Home Support Program are subsidised, and you will pay a contribution to help with the cost of services. How much you contribute depends on your income and the type and number of services you need. This will be discussed with you upon registration with our program.

You may be asked to pay one or both of the following under a Home Care Package:

  • Basic daily care fee equivalent to 17.5% of the single basic pension.
  • An income tested fee* may apply if your income is over a certain amount. This is determined by Department of Health and reviewed every quarter.
  • Case management fees apply to all Home Care Packages

*Please note: The Government will reduce the amount of subsidy it pays to your service provider (Alwyndor), based on the amount you are asked to pay as an income tested fee. The income test arrangements and the care subsidy are administered by the Department of Health.

You can contact the Department of Health on 1800 653 227 or My Aged Care on 1800 200 422 to help estimate the fees and charges you may have to pay towards your package. Alternatively, you can use the calculator on the My Aged Care website

What is an ACAT Assessment?

We need an assessment of the services you require before we can offer any funded services to you. This assessment is undertaken by the Aged Care Assessment Team (ACAT). The assessment will also determine the funding you are eligible for. For more information on how to get an ACAT Assessment please contact our Customer Care Team on 8177 3200 or call the My Aged Care contact centre on 1800 200 422 or visit

How do I access services through a Home Care Package?

After you have been assessed as eligible for a Home Care Package (see ACAT Assessment), there is a five-step process to access and manage your services:

  1. Receive the outcome of your assessment
  2. Research home care providers near you such as Alwyndor and understand services available and costs
  3. Be assigned a home care package
  4. Enter into a home care agreement with Alwyndor
  5. Choose your services

The My Aged Care website will help you discover more about the process.
Visit or call our Customer Care Team on 8177 3200.

How do I enter into a Home Care Package agreement with Alwyndor?

When your Home Care Package is assigned you can contact Alwyndor direct or we will contact you and arrange a time to visit you. We will talk with you and anyone else you choose to have present about your needs and the type of help you might require.

A service plan will be developed with you describing the support Alwyndor will provide as well as agreed days and times of our visits. You’ll be given a service agreement which will explain your rights and responsibilities and those of Alwyndor.

How long does a HCP last?

Once you commence on a HCP package, services will continue to be provided for as long as you remain eligible, and can be safely supported with this level of care at home. Depending on your HCP, if your needs increase you may be offered transfer to a higher level HCP.

Can I change my HCP services?

Packages are designed to be flexible within funding limitations. One-off and short term changes can be organised with your coordinator, subject to available funds. Services will be reviewed regularly and can be changed as your needs change. If the type of package you have no longer meets your needs, your coordinator will help you to identify and access other sources of care and support.

What if I have a compliment, complaint or suggestion?

We invite feedback from all members of the Alwyndor community and their family and friends. We have a feedback form which you can use to easily submit your compliment, complaint or suggestion or we are always available for conversations.

If you would like to provide us with feedback, complete our feedback form or contact our Customer Care Team on 8177 3200.

What if I am accessing CHSP services and my service needs increase

If you are already accessing services but feel you need more help around the home, you will need to contact My Aged Care on 1800 200 422 for a reassessment. If additional services are approved the appropriate referrals will be issued to us.

  • Deirdre MINEAR

    Nothing is too hard for them to achieve; to assist with cleaning, gardening, maintenance and even having a wasp nest removed. Every person that comes into my home is professional and extremely respectful of me and my needs. I would like to conclude by saying thank you to all the staff at Alwyndor. They are handpicked for their care, understanding, and respectfulness to everyone. My hope is that I can continue to live in my own home for many years to come, and I know now that I cannot do this without Alwyndor’s care and assistance.

    Deidre - Home Support client

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