FAQs

Q: How do I contact DIAL-AN-ANGEL®?

Q: What is Care8™?

Q: Are you certified to provide Care?

Q: Why doesn’t DIAL AN ANGEL supply a generic list of rates for all offices?

Q: How should I pay?

Q: Can I change the method of payment at the completion of the booking?

Q: Is there an additional fee payable to the Agency?

Q: Can I check the Angel’s® references myself?

Q: Can I request the same Angel again? Should I make a further booking with the Angel?

Q: What happens if I do not like the Angel? Or I am not satisfied with his/her work?

Q: If the Angel I have booked suddenly takes ill or has a personal problem that prevents his/her arrival, will I be notified?

Q: What insurance cover should I have in case the Angel has an accident in my home?

Q: If I hold a DIAL-AN-ANGEL Gift Voucher may I use it to pay the Angel?

Q: Can DIAL-AN-ANGEL send an account for the Angel’s services to me or to the Company for which I work?

Q: If I like the Angel may I ask that they work only for me and not through the Agency?

Q: Do you have a Charter of Service Rights and Responsibilities that I can read?

Q: Are services only provided in the home?

Q: Will I be locked in to a contract?

Q: What is “Angelic News"?

Q: What levels and types of service can be provided through the AngelCare (Nursing) Department?

Q: When might I need a Registered Nurse (RN)? What is the difference between a RN and an Attendant Carer?

Q: What is the minimum/maximum booking allowed?

Q: If the RN or Personal Carer is really only needed for one hour, what will they do for the balance of the booking?

Q: Can I ask the Angel to do an errand for me on her way to the booking?

Q: How much advance notice do I need to give in order to make a booking?

Q: May I book a regular service? Weekly? Fortnightly? Monthly? Or to live in?

Q: If the carer uses their own car to drive as part of their duties what insurance cover will they have?

Q: What types of domestic help or home services are available?

Q: What types of personal care services are available?

Q: What is an Australian Government Home Care Package?

Q: What are the types of packages available?

Q: What types of services are provided under a Government Home Care package?

Q: What is a Home Care Agreement?

Q: What is Consumer Directed Care (CDC)?

Q: How do I get a Home Care Package?

Q: Who pays for Home Care Packages?

 

Q: How do I contact DIAL-AN-ANGEL®?

A: You can call us on 1300 721 111 or just email us administration@dialanangel.com Local office details are listed here

Q: What is Care8™?

A: Our person-centred philosophy is what has set DIAL-AN-ANGEL apart over the past 47 years. The Agency has developed their own Care8 model of assessing, quoting, personalising, collaboratively reviewing and evaluating services for care recipients. This system is implemented by DIAL-AN-ANGEL’s skilled care workforce, with all care Angels trained to identify and present suggestions for continuous improvements to the care recipient’s individual program. The eight-step process that commences with the incoming enquiry, then assessing and planning the quote for the client (or their representative) who may request further customised amendments up to the point they will approve the planning and reassessment in a written format called a Service Agreement. Periodically, the client evaluates DAA in a Care-rating (“Care8ing”)

Q: Are you certified to provide Care?

A: DIAL-AN-ANGEL is a highly qualified and professional care provider with certification in a Quality Management System known as ISO:9001 as well as  being a listed provider under the National Disability Insurance  Scheme (NDIS) for the three launch sites. DIAL-AN-ANGEL looks forward to utilising its approval as a services provider by the Department of Health and Ageing prior to Consumer Driven Care reforms of the Living Longer Living Better legislation.

Q: Why doesn’t DIAL AN ANGEL supply a generic list of rates for all offices?

A: DIAL-AN-ANGEL currently has multiple offices around Australia. Each location has its own set of rates for over 200 different types of service. Market forces indicate the appropriate rates in each area for each service. It is better to call the office located closest to where you need the service for accurate rates for the service required. Often home assessments are undertaken to provide a more accurate quote.

Q: How should I pay?

A: The simplest way is to pay by credit card when you make your booking. For your convenience, we accept MasterCard, Visa, Cash, Cheques, EFT, Money Order and American Express (payment-processing fee applies of 5% for American Express).

Q: Can I change the method of payment at the completion of the booking?

A: No. This must be established at the time the booking is made with the Agency (see above).

Q: Is there an additional fee payable to the Agency?

A: No. The rate you are quoted includes all on-costs and charges payable for the visit.

Q: Can I check the Angel’s® references myself?

A: Yes. You may request the Angel to provide any additional references you require. The Agency is bound by the National Privacy Principles established by the Privacy Act of 1988 and is unable to supply these details. However, before any applicant is registered as an Angel, DIAL-AN-ANGEL undertakes comprehensive security checks including verbal confirmation of all personal and work-related references. Where State laws allow police checks and ‘Working with Children Checks’ / ‘Vulnerable Persons Checks’ are undertaken.

Q: Can I request the same Angel again? Should I make a further booking with the Angel?

A: An approach can be made by the Agency on your behalf to the requested Angel. It is better for this to happen than for the Angel to feel obliged to accept a regular booking while in your home and decide later that she/he really does not want an ongoing commitment. The Agency will make every effort to comply with your request but is unable to guarantee that the same Angel will be available to accept the next booking.

Q: What happens if I do not like the Angel? Or I am not satisfied with his/her work?

A: A phone call to the co-ordinator will ensure that a notation is made on your file. The Angel will not be offered your booking again. The co-ordinator managing your booking will advise you about the procedures we employ to deal with complaints if you are unhappy with any aspect of the Angel’s performance, appearance or attitude. You can read our full complaints procedure here. We encourage feedback and strive to continuously improve our service provision.

Q: If the Angel I have booked suddenly takes ill or has a personal problem that prevents his/her arrival, will I be notified?

A: A coordinator will contact the client as soon as possible to re-schedule the booking or send in a replacement Angel.

Q: What insurance cover should I have in case the Angel has an accident in my home?

A: Angels are employed directly by DIAL-AN-ANGEL on a casual basis. They are covered for Domestic Workers Compensation, Professional Indemnity and Public Liability Insurances; superannuation is paid and lodged with an approved fund; income tax deductions are made by the Agency and forwarded monthly to the Australian Tax Office (ATO); it is recommended and advisable that any valuable items are covered under your own household contents insurance.

Q: If I hold a DIAL-AN-ANGEL Gift Voucher may I use it to pay the Angel?

A: Yes. Please advise the co-ordinator at the time of booking that you wish to pay using a gift voucher. It will be accepted and returned to the DIAL-AN-ANGEL office with a timesheet, which you will be requested to countersign.

Q: Can DIAL-AN-ANGEL send an account for the Angel’s services to me or to the company for which I work?

A: Yes. This can be organised through our Corporate Services department. If your company wishes to provide your family with home help of any kind, an approach should be made to your local DIAL-AN-ANGEL office. DIAL-AN-ANGEL is noted for its professional approach to Employee Incentives and Work-Life balance programmes for company staff. We work with a number of businesses, government agencies and Not-For-Profits, tailoring our serves to their needs.

Q: If I like the Angel may I ask that they work only for me and not through the Agency?

A: Yes. However, you will be charged a placement fee and you must be prepared to employ the Angel on a permanent basis. This means that you will be responsible for income tax deductions, forwarding these to the ATO and the provision of a PAYG payment summary at the end of the financial year, superannuation (where applicable), annual and sick leave entitlements and any other benefits that apply when you employ staff. Additionally, you will need to take out domestic workers’ compensation insurance to cover any worker in your home as the home is now regarded as a “workplace” and is treated the same as any other workplace. The Angel may or may not wish to accept permanent employment and normally advises the Agency if an approach is made by the client.

Q: Do you have a Charter of Service Rights and Responsibilities that I can read?

A: We have set out our Charter of Service Rights and Responsibilities for Service Users of Attendant Care Services here that we believe should be the minimum entitlement for each of our service users.

Q: Are services only provided in the home?

A: No. We assist clients in nursing homes, retirement villages, residential care and hospitals. Our carers can come in and visit you and provide personal and/ or companion care services. Some people just like a little extra special care and the freedom to wake up, shower and have breakfast when it suits them. Families especially like the fact that we can be there around lunchtime as most people like a little company when eating.

Q: Will I be locked in to a contract?

A: No. DIAL-AN-ANGEL provides non contractual care. Services can be ceased at any time with 24 hours’ notice on casual bookings and commenced just as quickly. We work around your needs.

Q: What is “Angelic News"?

A: Angelic News is our free electronic newsletter sent to Clients and Angels® with the compliments of DIAL-AN-ANGEL. It contains articles, tips, news, and information which is very helpful for anyone interested in home and family care – and really, that’s just about all of us. You can subscribe here.

Q: What levels and types of service can be provided through the AngelCare (Nursing) Department?

A: Both qualified and registered nurses or unqualified but experienced personal / attendant carers can be referred to suit the requirements of the client who is to receive the service. Registered Nurses, Mothercraft Nurses, Eldercarers, Aged carers and Companion Carers can be assigned. Our co-ordinators normally ask a variety of comprehensive questions to ascertain the level of care which best suits the client’s needs.

Q: When might I need a Registered Nurse (RN)? What is the difference between a RN and an Attendant Carer?

A: A RN manages all “invasive techniques” eg bowel care, administering injections, wound dressings and when medication has to be administered to the person requiring the service. Only RNs can be held responsible for the administering of all types of medication. Attendant carers may remind clients to take their medication once it is placed in a dosette or Webster pack.

Q: What is the minimum/maximum booking allowed?

A: There is a minimum call-out charge of three hours per visit for Registered Carers and home support personnel. Shifts may be arranged on the basis of 8 hour shifts, 12 hour shifts or up to 24 hours a day, 7 days a week.

Q: If the RN or Personal Carer is really only needed for one hour, what will they do for the balance of the booking?

A: Nursing Care Angels are expected to carry out support duties eg. changing bed-linen, laundering, light cleaning and housekeeping, meal preparation, undertaking errands as well as those duties relating to personal attentions for the client.

Q: Can I ask the Angel to do an errand for me on her way to the booking?

A: Yes. When the Angel contacts you to confirm acceptance of the booking, advise her/him what you require. You will be expected to reimburse the Angel on the same day for the purchases, extra kilometres travelled and for the additional time involved.

Q: How much advance notice do I need to give in order to make a booking?

A: As much notice as possible, however, DIAL-AN-ANGEL is noted for its prompt response to emergency or last-minute requests and will endeavour to fill a booking even for the same day.

Q: May I book a regular service? Weekly? Fortnightly? Monthly? Or to live in?

A: Yes. Simply inform the co-ordinator when you make the booking or contact the Agency after the initial service/s. We provide a full range of aged care services, 24 hours a day, 7 days a week, so an Angel is there when you need help most.

Q: If the carer uses their own car to drive as part of their duties what insurance cover will they have?

A: All drivers are required by law to have CTP (Compulsory Third Party) cover. Some insurers consider a car a ‘work vehicle’ if it is used for work purposes, while others use a definition based on the percentage of time the vehicle is used for 'business purposes'. We advise Angels to check with their individual insurer whether they need business or private cover.

Q: What types of domestic help or home services are available?

A: We can help you with

  • Cleaning and housekeeping
  • dishwashing
  • clothes washing
  • ironing
  • shopping
  • driving to and from appointments or social events
  • meal preparation

Q: What types of personal care services are available?

A: A broad range of services can be provided to meet your needs. These may include:

  • assistance with eating
  • bathing
  • toileting (bowel / bladder / skin or wound care)
  • grooming  (hair, teeth, nail care and shaving)
  • dressing
  • getting in and out of bed
  • moving about the house

Q: What is an Australian Government Home Care Package?

A: A Home Care Package provides services that will help you to remain at home for as long as possible, as well as providing choice and flexibility in the way that the care and support is offered. Home Care Packages can provide an at home care alternative for people who need some assistance to stay at home or whose dependency and complex care needs would normally qualify them for entry into a residential aged care home. Home care is something DIAL-AN-ANGEL® has led the field in since 1967.

Q: What are the types of packages available? 

A: There are four levels of Home Care Packages.

  • Level 1 supports people with basis care needs
  • Level 2 supports people with low-level care needs (formerly Community Aged Care Packages)
  • Level 3 supports people with intermediate care needs
  • Level 4 supports people with high level care needs (formerly Extended Aged Care at Home and Extended Aged Care at Home Dementia packages)

Package supplements – the Dementia Supplement for people with dementia and the Veterans Supplement for veterans with an accepted mental health condition – are available with any of the four levels of Home Care Packages. Your care provider will apply for the subsidies . The main difference between the home care packages is the amount of care and services that can be provided to you based on your assessed need.

Q: What types of services are provided under a Government Home Care package?

A: The types of services provided under a Home Care Package will depend on your needs. Your home care provider will co-ordinate care and services to support you at home and recommend agencies that can assist. A range of services may be provided under a Home Care Package, including:

  • personal care – such as help with showering or bathing, dressing, mobility, meal preparation and eating
  • support services – such as help with washing and ironing, house cleaning, gardening, basic home maintenance, home modifications related to your care needs, and transport to help you do shopping, visit your doctor or attend social activities
  • clinical care – such as nursing and other health support such as physiotherapy (exercise, mobility, strength and balance) and podiatry (foot care).

You and your home care provider can also negotiate other services to support you to live at home where these are identified in your care plan. For example, you may benefit from some aids and equipment to assist with mobility, communication or personal safety. Whatever is agreed must be affordable within the funding available for the package.

Q: What is a Home Care Agreement?

A: All people receiving care under a Home Care Package must be offered a Home Care Agreement. This is an agreement between you and your home care provider that sets out what care and services you will receive. Any government funding will be paid to the home care provider. Your provider can then spend the funds on the items you both agreed to in the Home Care Agreement.

Q: What is Consumer Directed Care (CDC)?

A: Some Home Care Packages will be delivered on a Consumer Directed Care (CDC) basis. CDC is a new way of providing home care. It gives you more control and choice about the types of care and services you receive, how care is delivered and who delivers it to you. Under CDC, you will determine the level of involvement you would like to have in managing your own package. You will be provided with a personalised budget so that you can see how much funding is available for services and how the money is being spent.

Initially, around 10% of Home Care Packages will operate on a CDC basis, but this will increase over the next two years. From July 2015, all Home Care Packages must be delivered on a CDC basis. Speak with your home care provider to see whether a CDC package is available.

Q: How do I get a Home Care Package?

A: You will need to be assessed by a member of an Aged Care Assessment Team (ACAT), or an Aged Care Assessment Service (ACAS) in Victoria, to receive help at home through a Home Care Package. Read more about ACAT assessments or find your local ACAT. If you are assessed as eligible for a package, you will be put in touch with home care providers in your area. There may be a waiting period for packages in some areas. Once you have been offered a package by a home care provider, they will help you plan your package based on your specific needs.

Q: Who pays for Home Care Packages?

A: The Australian Government pays for the bulk of aged care in Australia, but as with all aged care services, you may be asked to contribute to the cost of your care.