What is the Community Care Access Point (CCAP)?

Established in March 2008, the CCAP is a confidential telephone intake, assessment and referral service which provides centralised access to Home and Community Care services (HACC) in the ADHC Hunter Local Planning Area (LPA). The aim of CCAP is to simplify access to the HACC system, ensuring that all eligible clients are assessed using a consistent and effective assessment methodology and promptly referred to the most appropriate service provider.

Who is eligible for help?

All individuals contacting the CCAP are assessed on a case-by-case basis and every effort is made to link eligible clients to services.

To be eligible for HACC services a person must be:

• a frail aged person 
• a person with a moderate, severe or profound disability 
• the unpaid carer of an eligible client.

Eligibility for a service is not automatic and is based on the individuals need.  If a person is eligible, however cannot afford to pay for support, they can discuss their situation, in confidence, with a CCAP operator. All individual are provided with access to a service.  

What areas are covered?  

The CCAP originally commenced as a demonstration project providing access to services in the ADHC Hunter LPA.  Due to its success over the past four years a decision has been undertaken by the ADHC Executive to expand the CCAP model to the Central Coast LPA.  

Clients must live within one of the following Local Government Areas.

• Cessnock
• Dungog
• Gosford
• Lake Macquarie
• Maitland
• Muswellbrook
• Newcastle
• Port Stephens
• Singleton
• Upper Hunter
• Wyong

What help is available to clients?

Some of the services available include:

• domestic assistance (household chores)
• personal care
• centre-based day care
• meals and other food services
• respite care (short breaks)
• case management
• home maintenance and modification
• formal linen service
• nursing care (health and personal care)
• transport
• counselling/support, information and
• advocacy (for clients and carers).

More information about other available services can be obtained by calling the CCAP on 1300 731 556.

How does the CCAP work?

Intake

All individuals are screened for eligibility and priority before eligible clients are referred to the appropriate service provider. If a person is not eligible they are offered other services.  For example, an individual may be referred to the Commonwealth Carelink Centre or the Referral and Intake Centre to gain access to information or others services.  

Assessment

A broad and shallow Community Care assessment is conducted using the Ongoing Needs Identification – NSW (ONI-N) tool. If a client cannot be assessed over the phone, an in person, broad and shallow assessment is conducted by Community Options Providers (COPS).

Individuals with complex health and medical needs who require a comprehensive assessment are referred to the Aged Care Assessment Team (ACAT). Individuals with complex community needs that require case management are referred to COPS.

Culturally Appropriate Assessments

Individuals who are of Aboriginal or Torres Strait Islander background have access to a Senior Aboriginal Assessment Officer. Eligible clients are referred to an Aboriginal care service in their area or a mainstream service provider that is able to meet their needs.

The CCAP can also assist individuals who are not fluent in English and need help to communicate by contacting the Telephone Interpreting Service (TIS). Individuals can also contact TIS directly on 13 14 50 and ask to be connected to the CCAP.

Referral

The CCAP receive referrals in various forms. These include but are not limited to:

• Self referrals
• Referrals made by a family member, carer and/or another party known to the client
• GP referrals
• ACAT referral

All referrals to service providers are sent electronically through the Human Services Network (HSNet). All outbound referrals are monitored to ensure clients are provided with a service.

We value your feedback

We are committed to providing you with a high standard of service. If you have any comments on the service you have received from CCAP, you can provide us with your feedback. There are several ways you can do this:

• Phone us on 1300 731 556
• TTY 1300 550 073 (02 9407 7720)
• Email us: communitycare@facs.nsw.gov.au
• Write:
  The Office Administrator
  Community Care Access Point
  PO Box 819
  Parramatta NSW 2124