What do I have to do to become a client of Home Help Service?
A referral for Personal Care and Domestic Assistance can be made by contacting HHS on 6287 3777. A referral to the Modification Program can be made by contacting the Community Health Intake line on 62079977, however an Occupational Therapy assessment is required to support the required modification. A referral for Home and Garden Maintenance and Episodic Major Cleans can be made by contacting HHS on 6287 3777. All referrals are prioritised and a home visit is conducted by a Home Help Service Assessor prior to service commencement.

How long does an assessment take?
The initial assessment can take up to 1 hour. A reassessment might only take ½ hour, but that depends on how many of your needs have changed, such as your health deteriorating or changes in support from family or friends. Moving house or home renovations is another trigger for a reassessment.

Will it be long before I receive help?
The assessor will discuss this with you at the time of assessment. Personal Care services will commence within a few days of your assessment. With all other services the time for commencements may take several weeks.

How long does a service last and what sort of support can I expect to receive?
The times and tasks that will be undertaken by Home Help Service Support Carers will be discussed with you at the time of assessment. Most Domestic Assistance services are between one to two hours. The service will be provided on a day and time that is mutually agreed upon, and every effort will be made to meet the preferred service time and day.

What suburbs do you work in?
We provide service to all areas of Canberra. Unfortunately, Government regulations prevent us from servicing Queanbeyan, Jerrabomberra and nearby NSW. Click here to view suburb map

I have my pets, what should I do with them when my Support Carer arrives?
All animals are required to be appropriately managed, restrained or removed from the home during scheduled services. We will not clean up after your pet - that is your responsibility.

If my scheduled service day falls on a Public Holiday what happens?
Domestic Assistance, Home and Garden Maintenance, Episodic Major Cleans and Home Modifications are not provided on Public Holidays. If you would like to have your service scheduled to another day, please ring your coordinator on 62873777 as early as possible. Personal Care is provided as normal.

I need to cancel my scheduled service – what should I do?
You need to advise your coordinator as early as possible of any changes to your scheduled service. A minimum of 24 hours notice for Domestic Assistance must be given so that the Support Carer can be alerted to the changes in their roster. Your coordinator will endeavour to reschedule service if possible. The full service charge will apply if the cancellation of services is not received within 24 hours by Home Help Service. If 24 hours notice is not received for Home and Garden Maintenance, a call out fee will apply. A period of 48 hours notice is required if an Episodic Major Clean is not required as scheduled. Again, a call out fee is applicable if the 48 hours notice is not received.

How much does it cost to receive Home Help Service Assistance?
Clients are charged a co-contribution set on a sliding scale by HHS for support services as determined by your income. The co-contribution is determined at the time of your Home Help Service assessment when discussing specific service requirements.

How do I pay my account?
The payments methods available for your convenience are:

• In person – cash, cheque or money order at the HHS office
• By mail – Enclose the remittance advice and mail it with your cheque or money order (do not send cash in the mail)
• Direct Debit – please contact the HHS Accounts office.
• Electronic Funds Transfer (EFT) – If you wish to deposit your payment directly to our bank account please contact HHS accounts office for bank details.
• Credit Card – if you wish to pay by credit card please contact the HHS Accounts Office.
• B/Pay – Contact your financial institution to make payment directly from your account. A B/Pay Biller Code and reference number will be identified on your monthly account.

I have received an account even though I pay by Direct Debit – should I pay it?
No, the account is sent to you so that you can check it before the direct debit payment date. If you have any queries regarding the account please contact the HHS Accounts office. If the account is correct the amount will be debited from your account on the date shown.

Can my Support Carer pay my account for me?
No, Home Help Service Support Carers are not permitted to make or receive a service payment on behalf of a client.

Can my Support Carer do other jobs for me that are not on my duty list?
If you need to have other jobs done that have not been agreed to at the time of assessment, or if you feel you need more time to have the work done please, contact your coordinator on 62873777.

Can my Support Carer take me shopping?
Support Carers are not permitted to take you to the shops.

I am not happy with my Support Carer – what should I do?
If you have a concern about your Support Carer or the provision of service there are several steps you can take:

1. Try to resolve the matter through discussion with your Coordinator.
2. Discuss any concerns that you may still have by contacting the Operations Manager.
3. Contact the Home Help Service Complaints Officer if you are still not satisfied or the matter remains unresolved.

What rights do I have as a client?
As a HHS client you have the right to be treated with dignity, respect and courtesy. To be informed and consulted about what services are available to you, and to be part of the decisions made about your service and care. You also have the right to receive high quality service.

What is a Client Service Charter?
Home Help Service has designed a Client Service Charter to assist you to understand the in-home support services provided by us. This includes the service conditions and definitions and forms part of your individual Client Service Agreement. When you sign a Service Agreement you are agreeing to the terms and conditions as detailed in the Charter. A breach of service conditions and conduct may result in the suspension or ceasing of services. The Charter should be kept with your Agreement for easy reference.