Attendant care provider guidelines

These guidelines should be read in conjunction with our General provider guidelines.

Who can provide attendant care?

You can only provide attendant care services if you are an attendant carer who is employed by an attendant care agency that is registered and approved by us. Exceptions may apply.

Attendant care agencies must meet our registration criteria and employ staff with the appropriate knowledge and skills to meet the needs of our clients.

What we can pay for

We can pay the reasonable cost of attendant care services, with prior approval, when required as a result of an accepted transport accident injury.

We can also pay the reasonable cost of attendant carer travel when accompanying a client to a transport accident injury related hospital, medical or rehabilitation appointment. Prior approval is required from us before travel can be paid for a carer.

The agency will need to submit a Support Plan that details the attendant care program expected to best meet the client’s individual support needs.

Carer services include:

Daytime support

For clients who require active provision of attendant care, that is classified as:

  • Personal care: physical assistance with daily living tasks, as directed by the recommending occupational therapist/other allied health professional. Includes the provision of domestic services by the attendant carer in downtime between provision of personal care.
  • Therapy support: assists the client to actively participate in goal directed home or community based rehabilitation activities where the support is necessary to achieve specific goals and outcomes. Therapy support is documented in the client's Support Plan, and will be revised as required by a treating health professional.
  • Community access: assists and supports the client to undertake community activities, as directed by the recommending occupational therapist.

Overnight support

For clients who require attendant care for a period of 8 consecutive hours, covering the usual sleeping period of the client in their home or an approved location. It comprises either:

  • Active overnight support: an overnight attendant care shift where an attendant carer is required to provide active assistance or support to a client.
  • Inactive overnight support: an overnight shift when an attendant carer is present, but not required to actively assist or support a client. The inactive overnight support fee includes one hour of active support (not necessarily provided consecutively) for the attendant carer to undertake manual tasks associated with the client's care such as assisting with toileting/continence issues, managing physical issues such as spasms and pain and turning and repositioning clients.

On-call service

A remote service for clients who require a low level of care during the day and/or overnight, but do not require an attendant carer to be constantly present, and/or sleep over in their home.

This service comprises two components: the monitoring service and the attendant care service. The monitoring service will contact the client when a call is triggered, to establish which of the following calls will be made to provide appropriate support:

  • Contacting the client's nominated contact person, such as a neighbour or family member, or
  • Arrange a call-out for an attendant care service, to provide personal care – such as personal hygiene – within a 30 minute period, or
  • Arrange for an emergency services response (such as police, ambulance or fire).

Shared support

An attendant care service provided to two or more people – at least one of whom is a client – at the same time or as part of a small group. Shared support can be for a one off event or for regular attendance at a community group/recreational activity.

This service may be provided:

  • when two or more clients requiring attendant care services live together
  • where there is a particular activity that more than one client can engage in together, such as a concert or holiday

Other things to note

If your client has a severe injury, the discussion, referral and approval of services may form part of the independence planning process between the client's treating team and our TAC coordinator.

If your client already has an individualised funding package, attendant care services may be included as part of that.

How much we can pay

We can pay for services in line with our Attendant care fees.

What we cannot pay for

We cannot pay for:

  • training for an attendant carer, unless specific to the needs of our client and approved by us
  • shadow or supernumerary shifts
  • personal or incidental expenses, including meals
  • attendant care services for a person other than the injured client