Frequently Asked Questions
Below are some of our most frequently asked questions with their answers. If your question is not here or if you need more information please call us on 1800 225 474.
Is there a contract/service agreement?
We have a Service Agreement which explains everything about the service we provide to you or your family/friend. The Service Agreement outlines what you can expect of us and of the service as well as the summary of your specific service.
Can you help me pack up my things when I’m moving house?
Our private service arm - Lifestyle Home Services can help you pack up your belongings when moving. Lifestyle Home Services can be a tailored short or long term service which has an hourly fee structure. See the Lifestyle Home Services website for more information or call our customer service centre. This type of service is outside of tasks which are part of government sponsored programmes we provide. We cannot offer a pack up moving service as a part of government programmes such as the HACC (Home and Community Services) or Packaged Care; CACP (Community Age Care Programme) or EACH Programmes (Extended Age Care At Home). If you are unsure of your type of programme with us call us on 1800 225 474. ·
When will my service start?
How do I pay?
1)Pay by Visa or MasterCard. Yo do this you can speak to our friendly customer service staff on 1800 225 474 they will able to take the payment over the phone.
4) Have your pension direct debited through Centrepay
We will in the future be offering online payment options, however at this point it is not available
Who do I contact after hours?
Can I order a one-off service?
Unfortunately Catholic Community services is unable to provide a “one-off service” however our private arm Lifestyle Home Services will be able to assist you with private one-off services. Please call 1800 225 474 for all enquiries as to how Lifestyle Home Services can help you
Yes. Clients need to be home during the service. Please provide at least 48 hours notice of cancellation of a Community Service. We ask that you contact the Customer Service Centre on 1800 225 474 or your local service centre to cancel the Community Service.
Do I have to be Catholic?
No, you do not have to be Catholic. Anyone that meets the program eligibility criteria can potentially receive our services.
Catholic Community Services was the first service provider to offer a squalor service to the community.
We do not advise clients to chose their care worker as they may become too dependent on that one person and this can then be difficult when the community worker goes on holiday, is sick or moves away. The client then has to get used to somebody else. However, if the client requests a change of care worker because they are unhappy with them in some way then, of course, we will send another care worker. Our aim is that our clients have happy relationships with their care workers.
Regarding HACC services
Please contact the Customer Service Centre on 1800 225 474
Regarding Packaged Care Services
Please be assured that your safety is very important to us.
Can I only have one community worker support me?
We always strive for consistency with Community Workers and assign a regular community worker to your regular services. Each of the programmes we provide are different as are the needs of the care recipient. This means that the number of Community Workers needed to cover your mix of services will depend on the number of services you receive. We understand familiarity is important and assign the least number of Community Workers who are available at your service time to be able meet your needs. There will of course be times when the regular Community Worker are sick, on leave or in training, we will arrange a replacement at these times.
What Skills do Community Workers have?
Our Community workers are employed with a Certificate III in Aged Care. They are trained by our Senior Community Workers on how to support clients in their homes and will be trained specifically if the need is there for tasks required by clients in special need.