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Updating Portal Information

Quick introduction to the Provider Portal

What is the Provider Portal? The Provider Portal has two main functions, 1) it allows you to view and action referrals and, 2) it allows you to manage facility information so we can best match our clients with your facilities. The page you will probably use the most in the Provider Portal is the Dashboard. When you open the portal it will automatically open to your dashboard. Simply put, the dashboard is where you can view and manage all your referrals. In order to navigate the Provider Portal, you must use the Menu Bar. To see an overview of of the Menu Bar and Dashboard, please view the video below:

Turning facilities on and off

In order to add a new facility to the Provider Portal, you must contact Tierra from Aged Care Decisions either by phone at 0480 005 861 or by email [email protected]. Once this facility has been added, it will now be up to you to switch it on for receiving referrals.

Changing a facility’s status about whether they are currently accepting or not accepting placements from Aged Care Decisions can be done in the vacancies tab of the Provider Portal. If you set a facility’s status to ‘Accepting Placements’ then the facility will appear in our case management matching system when looking for matches with our clients. However, if you set a facility’s status to ‘Not Accepting Placements’ then the facility will not appear in our matching system and will not receive referrals.

Updating whether your facility accepts certain referral types

Updating what type of care a facility offers can be done in the Facilities tab of the Provider Portal. From this tab, click onto the facility you wish to edit and go to the tab up the top that says Facility Features. In this section, you can select whether your facility accepts or does not accept concessional residents. You can also select whether your facility offerss or does not offer respite. It is really important that this information is filled in and correct, because this is how we match our clients to your facilities. For some more information, please see the image below:

Updating vacancies

In order to make sure that the referrals we send are best matched to the current needs of each facility, we recommend updating vacancies every week. There are two ways that you can update vacancies. The first way is within the vacancies tab of the Provider Portal, which is shown below:

The second way to update vacancies is through the referrals – also known as the Placement Opportunity pages – which is shown below:

Updating RAD prices

Updating information about a facility’s RAD prices and room types can be done in the facilities tab of the Provider Portal. From this tab, click onto the facility you wish to edit and go to the tab up the top that says Room Types. You will come to a page like the one shown below:

Please note that all pricing information is shown to potential residents in their options report.

Updating "Lockdown" status

There may be times when a facility is in lockdown status, and not accepting tours or admissions. This may be because of a particular virus or flu outbreak, or for other reason.

You can set a facility as being in “lockdown” status, but still accepting new referrals.

To do this navigate to the Vacancies Tab, and change the Lockdown status from “Open” to “Lockdown”

Once a facility is set to Lockdown status, our system will automatically generate an email alert after 7 days to advise you that, without further action, the facility will be set to “Open” status once again.

You can again set the status to “Lockdown” after the initial 7 days by repeating the above steps. The “Lockdown” status will be set to “Open” after a further 7 days, and every 7 days after that.

Adding / deleting facility images

When an Aged Care Decisions client receives their options report, they are shown images of each facility. In order to make sure your facilities have up to date images, you can add and delete images in the facilities tab of the Provider Portal. From this tab, click onto the facility you wish to edit and go to the tab up the top that says Images. To add images, simply drag them into the blue box. The image will then display on the screen ready to be cropped. All you need to do is scroll on your mouse too zoom in and out, and move the box around to adjust what’s in the frame. Once you are happy with the cropping, click confirm. To learn more about adding images, please watch the video below:

If you are prompted to resize an image because it is over 3MB, please follow the steps in the video below:

Please note that you can now upload up to 15 images. 

Adding / deleting provider users

In order to add or delete users from the Provider Portal, you must contact Erika from Aged Care Decisions either by phone 0488 811 332 or email [email protected]. If you would like to simply view who has access to the Provider Portal, you can do this in the users tab of the Provider Portal.

Adding new facilities

In order to add a new facility to the Provider Portal, you must contact Tierra from Aged Care Decisions either by phone at 0480 005 861 or email at [email protected]. Once this facility has been added, it will now be up to you to switch it on for receiving referrals.

Receiving only Carer Gateway referrals (and not regular referrals)

Aged Care Decisions has been appointed by Carer Gateway regional delivery providers to provide emergency aged care placement. As a result, the only referrals that come from Carer Gateway are those associated with Emergency Respite. If you would like to only receive referrals from Carer Gateway, please see the image below:

Generating information reports

Our reports function will allow you to see an overview of how many cases have a particular placement status, over a certain period of time. Generating reports can be done in the reports tab of the Provider Portal. Once a report has been generated you can either export is an excel or a PDF. For a visual guide on how to generate reports, please see the image below:

EXAMPLE: You can use the filters to see how many referrals end up in Permanent Placements each month. You can also filter this by facility or generate a report that shows all facilities. 

For more information on reports, please watch the video below:

How do I get the most out of Aged Care Decisions' referrals?

Getting the most out of Aged Care Decisions’ referrals is all about staying up to date. Below is a list of seven things we reccomend to do:

  1. Try and action all referrals within 24 hours and change the Status in either the Provider Portal dashboard or the Placement Opportunity page.
  2. Make sure your facility details are correct and up to date. This includes putting your website in the Facility Info Website box. Clients use your website to view more about your facility.
  3. Make sure your facility features are accurate and up to date. This is how we can accurately match you to our clients.
  4. Make sure your RAD prices and room type information is up to date.
  5. Make sure your facilities have images and that those images are up to date.
  6. Update vacancies weekly and write in the notes the date they were updated and how many vacancies you have.
  7. Check that all the facilities you want to receive referrals for are currently set as Accepting Placements.

For more information on how to do these things, please see the video below:

Placement Introductions

Accept or reject a referral

There are two ways that you can accept or reject a referral. The first is through the Provider Portal dashboard (as shown in the ‘Quick Introduction to the Provider Portal’ section above). The second way is through the Placement Opportunity pages. The action buttons can be found beneath all the client’s details. Please see the image below:

Send message to client
As an alternative to calling, both families and facilities can message each other through Aged Care Decisions messaging, If a client chooses to message a Provider through the app, you will receive a notification via email. This email will then bring you to the referral page, where you can then message the client back. Messaging can be found towards the bottom of the referral pages on the left hand side. You can also choose to message the client directly. Please see the image below for more information:

Tour requests
In the app, families have the ability to book tours. They can choose a time that suits them and submit their request. You as a Provider will then be notified of the tour request via email. In the Provider Portal you are then able to accept, decline or reschedule the tour. Please see the image below for more information:

Viewing the current placement status of a client
If a case has been open for a while and you were wondering about its progress you can view the Active Placement Status in the Placement Opportunity pages. You can find this information in the top right corner of each referral. Please see the image below for more information:

Viewing case updates from our Placement Specialists
Sometimes our Placement Specialists will make updates to cases and instead of calling every facility on the clients list, they will send out a quick broadcast in the referrals. These updates can be found on the right hand side of the referrals in the tab called ACD Notes. We recommend checking this tab each time you go into a referral, just to see if any new information has appeared.

Making internal notes on your referrals
In the referrals, you are also able to make regular notes. These notes may help you keep a track of how the case is progressing. You can find these notes on the right hand side of the referrals in the tab called Internal Notes.

How clients receive their Options Report
Clients receive their Options Report via our Aged Care Decisions app. In this app, they can view all of their options, shortlist the facilities they like, share information with their family, message facilities and book tours. To get a feel for how these reports look and the process families go through, please see the image below:

Also, it is important to know what information from the Provider Portal is actually shown in the Options Report. Please see the list below:

  • Facility description,
  • Images,
  • Contact details, address and website, and
  • Room prices.
How are facilities matched to families?

Aged Care Decisions uses a custom built and internally developed case management software suite to manage placement needs for families.

We collect over 60 data points duing an initial case assessment – including data on location and radius, care needs, Aged Care Assessment approvals and Referral Codes, ACFI criteria, financial capacity (including financial status, RAD capacity, pension status, asset value, income levels, and protected person status/s), power of attorney and relationships, facility and room preferences, language and ethnic considerations, and other personal preferences. We also collect information on which facilities or providers that a family may have already spoken with or toured. The initial case assessment takes about 30 minutes to complete, and is done directly with a care recipient or family member.

We take this data and match it against our live database of national vacancies. Providers update this database via this Provider Portal. The matching is done by a Placement Specialist utilising a range of data filters.

The result is an initial shortlist of matched options. A Placement Specialist will talk through each option to ensure locational and facility strength of match, before issuing the shortlist to the family via the Aged Care Decisions app.

About Aged Care Decisions

How our service works for families

Aged Care Decisions is Australia’s largest aged care placement service for families – placing hundreds of families each month through our 100% free service. We assist families with all elements of the aged care placement process – including shortlisting, matching and identifying appropriate aged care facility options.

How our service works for providers

For providers, Aged Care Decisions is able to provide highly qualified placement referrals at the point of placement, targeted on care level, financial profile and ACFI. Importantly, Aged Care Decisions only charges a placement fee to providers if, and only if, a referral results in a new resident admission. The service is 100% risk free for providers – no joining fee, no registration fee, no ongoing fees. No admission, no fee.

Can we pay more to receive more referrals?

No. Transparency requires that our prices and core terms & conditions apply industry wide. We do not recommend one facility over another. Having providers pay us different prices would create an economic interest in pushing one facility over another. 

To guard against this situation, we have developed and implemented a Voluntary Code of Conduct that governs what we call ‘provider neutrality’. You can read our Voluntary Code of Conduct here.

About Aged Care Decisions app
The Aged Care Decisions app has two main functions, 1) to help people looking for aged care easily start the process and, 2) to provide clients with their aged care Options Report. Below you can see an overview of how clients can use our app:

Carer Gateway Referrals

The Australian Government has recently introduced a new service delivery model designed by carers, for carers. It aims to help carers and care recipients get the support they need early, before reaching crisis point. The new delivery model, called the Carer Gateway, is part of an overall $700 million investment by the government to support Australia’s 2.7 million unpaid carers.

Aged Care Decisions has been appointed by Carer Gateway regional delivery providers to provide emergency aged care placement support & brokerage services in a number of states across Australia. The services provided will include greater levels of case management and support, as well as brokerage of private respite fees with providers.

Terms & conditions

If you have any questions regarding the contract between Aged Care Decisions and our provider partners, please refer to our Terms and Conditions. Our 2020 Terms & Conditions can be found here.


Invoices & Payments

When does Aged Care Decisions invoice for a placement?

Aged Care Decisions will issue a placement introduction fee invoice if, and only if, we are advised that a referred client has placed in a facility. The move in needs to have occured in order for an invoice to be issued.

Respite placements

Regular Respite Referrals

If a referred client places in a facility on a respite basis, Aged Care Decisions will issue an interim Respite Introduction Fee invoice. The amount of this invoice will be either:

  • $250.00 ex GST if the client is assessed as ‘Respite – Low Care’, or
  • $500.00 ex GST if the client is assessed as ‘Respite – High Care’ or is placed as a private respite client.

Importantly, the Respite Introduction Fee is deducted from the Permanent Introduction Fee of $2350.00 ex GST if the resident converts to a permanent resident.

Carer Gateway Respite Referrals

If the resident in question has been referred to the provider through our Carer Gateway service then no Respite Introduction Fee will be payable for that placement.

Short Stay Rebate - exit within 21 days of moving in

If a referred resident who takes up a permanent admission exits, passes away or moves out within 21 days of admission then Aged Care Decisions will apply a 60% rebate/credit to the Permanent Introduction Fee invoice in question.

Resident / family was already known to us

Our Approach

Aged Care Decisions placement introduction fees are only intended to apply to potential residents who are not known to a provider – i.e. new sales/admissions contacts.

Our team specifically ask the client in question if they have been in touch with any providers, and if so, the name of those facilities/providers, during an initial case assessment. We always attempt to exclude facilities/providers from receiving a placement introduction where a family advise they have already been in touch with that provider.

Formally, clause 7.5 of our terms & conditions talk about a “potential aged care resident having had no prior active contact with the Operator in the ninety days prior to a Placement Introduction being provided to the Operator”.

We consider “active prior contact” to be more than just having a family/client on an email list, or having submitted an online form. We look for a provider having had an actual conversation with the client in question.

Our Placement Specialists, and our Accounts team, always invite providers to let us know as early as possible if they have had prior contact with a client/family/resident. In doing so, we ask that you advise the date & time of the first contact recorded in a providers CRM.

Contact On Same Day as Aged Care Decisions Referral

Providers should note that Aged Care Decisions supplies the name and phone number of matched facilities in our Options Report to a client/family. 

We have found in the past that sometimes a client/ family member may call the facility straight after receiving their Options Report. Thus, a provider’s CRM may record first contact from a family on the same day as receiving the Aged Care Decisions referral.

To avoid confusion, we always request that a provider advise the time of first contact, as well as the day, so we can log that against when the Options Report was issued to the client.

Placement with facility that was switched 'off'

Providers register with Aged Care Decisions at an organisational or provider level, and not at a facility level. Providers can switch individual facilities on or off through this Provider Portal. Larger providers may switch facilities on or off quite regularly as occupancy needs change.

In some instances Aged Care Decisions may issue a referral for a client to one particular facility operated by the provider, but the client may choose to place with another facility oeprated by that provider – that second facility having been switched ‘off’ in the Provider Portal at the time of issuing the referral.

If a referred client places with a facility that was switched ‘off’ at the time of the referral being issued, and the provider did not actively promote or encourage the client to place at the second facility, then Aged Care Decisions will apply a 50% discount to the Permanent Placement Introduction Fee invoice.

We do this to recognise that, but for Aged Care Decisions, the provider would not have placed the resident in question. And that, ultimately, it is up to a provider whether they accept or decline a particular placement.

For more detail, please see clause 7.7 of our Terms & Conditions here.

Querying an invoice

There may be instances when a provider or staff involved in accounts, admissions or facility level administration, may wish to query an invoice issued by Aged Care Decisions.

This may be because:

  • The resident/family in question had contacted the provider before the Aged Care Decisions referral was issued;
  • No record can be found of the resident having moved in;
  • The admission date is incorrect;
  • The resident died/moved out within 21 days of moving in;
  • The placement was made as a respite resident, not permanent resident.

You or your team can query an invoice by emailing our Accounts team on [email protected]

We ask that you note the basis of the query so we can follow up internally and provide a speedy response.


Cancelling your registration

A provider may completely cancel their registration at any point. 

We ask that you an appropriately authorised representative of the provider email our team at [email protected] with the cancellation request. We action all cancellation requests as soon as possible.

Regardless of cancellation, a provider will remain liable for any referrals that place from placement introductions issued prior to the cancellation date.

Upon a registration being cancelled we will block any access to our Provider Portal – including for Carer Gateway referrals from the Australian Government.

Turning Facilities Off versus Cancelling Registration.

An alternative to cancelling your registration is simply to switch all facilities ‘off’ from receiving referrals.

You can do this by going to the “Vacancies” page, then switching each facility to “Not Accepting Placements”.

This physically prevents our system from sending any referrals for any Provider facilities, but still means the provider can come back in the future weeks and months to switch the facilities back on as occupancy needs change.

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