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Thursday, December 7, 2023

New COVID-19 support portal launched through My Aged Care

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Residential aged care services will be able to report a resident, worker or visitor COVID-19 case at their service via a new, online COVID-19 Support Portal accessed through the My Aged Care provider portal.

This online portal replaces the former email notification of a COVID-19 case outbreak or exposure at a residential aged care service.

This transition to the COVID-19 Support Portal ONLY applies to providers of residential aged care facilities, multi-purpose services (MPS) or National Aboriginal and Torres Strait Islander Flexible Aged Care Program (NATSIFACP) services.

The agedcareCOVIDcases@health.gov.au email address will continue to be the reporting mechanism for in-home and community aged care providers to notify the Commonwealth Department of Health of COVID-19 cases impacting their service.

To support transition to the new online portal mechanism, the Department will continue to monitor this mailbox, and redirect residential providers to use the COVID-19 Support Portal.

Providers need to continue to report to their relevant state or territory health department (eg. to public health units) in line with relevant jurisdictional public health orders and mandatory reporting requirements.

The de-identified information collected via the new COVID-19 Support Portal is the same as the information already reported by providers to the Department of Health.

The new portal will make this process more streamlined and efficient.

If you are not a registered service provider administrator for your service (outlet), contact the My Aged Care service provider helpline – 1800 836 799 for assistance.

Guidance available

The Department has issued a factsheet and quick reference guide to assist you through this process.

Support Portal webinar

The Department hosted a Support Portal webinar to guide users through the new reporting process, including how to use the portal and the benefits of moving to a real time, streamlined system.

The recording of the webinar and frequently asked questions will be available shortly on the Department’s website.

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