Aged care can be complex. We’ve made it simpler for older Australians and their families to navigate through their aged care journey by providing trained Aged Care Specialist Officers (ACSOs).

ACSOs can provide specialist support to help older Australians and their families understand the services and options available. They can refer people for an aged care assessment and give financial information about aged care costs.

Staff in our service centres and on the Aged Care phone line can help with general information about aged care services.

We have over 80 ACSOs based across the country. Last financial year, they completed over 30,000 appointments.

Customers can book in-person or video chat appointments with an ACSO, depending on what works best for them.

ACSOs like Ryan tell us about the impact the service has for customers. ‘There’s a lot of anxiety and stress around how we assess income and how fees are determined,’ Ryan said. After each appointment he said there’s ‘a lot of thank yous and a lot of happy customers, that’s for sure’.

And customers like Vonda say it makes all the difference. ‘It’s a nice conversation you’re having that helps you understand,’ she said.

Watch Ryan and Vonda’s story to find out more about ACSOs.