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Our COVID-19 ResponseResources for Clients Care Partners Organisations

For many of our clients and their families, this is an understandably stressful time. Older Australians are at higher risk if they are exposed to COVID-19. At Prompt Care, we are working around the clock to ensure that we're best able to support our clients through this pandemic. This support is multi-faceted, and includes minimising as many risks as possible in service delivery, offering alternate support where clients opt to cancel regular services, as well as supporting clients mentally and emotionally. For further information on each of these supports, please see the resource links above.

0Confirmed COVID-19 Cases
18High Risk Declarations
2Medium Risk Declarations
1235Low Risk Declarations
2in 14 Day Quarantine
0in 48 hour Quarantine
0Decision Pending
2748PPE Units Dispatched

Live Data from Prompt Care's COVID-19 Working Group. Last updated Thursday 3rd of December 2020 2:09:21 pm.

February 16th @ 2:43pm Prompt Care ID Badges

Your 2021 ID badge has been sent to you in the mail today.

Please cut up your 2020 ID badge and dispose of it in the bin (like you would a credit card).

If at any time throughout the year you misplace your ID badge, please notify the Resource Centre immediately.

For those in Melbourne, we are also sending a face shield out for you with the badge. You are now required to wear this to all client facing services until further notice per the Department of Health directives.

Please contact us if you require additional PPE and always practise safe hand and mask hygiene.

Please fill out the COVID-19 Declaration if you have contact with someone unwell, develop symptoms yourself, or if your situation changes in any way that you believe we should be aware.


February 16th @ 2:35pm Victoria COVID-19 Update - Worker Permits

Per the Department's announcement, there is no requirement for a worker permit during this Stage 4 lockdown.

Your Prompt Care ID Badge will be sufficient to support the above requirements. However if you encounter any issues, we can assist you over the phone on our 1800 472 273 number.

November 19th @ 12:35pm South Australia COVID-19 Update - Worker Permits

Per the Department's update today:

I am an Essential Worker. Will I have to show ID if Police stop me?

Please ensure you have identification on you and where possible evidence to prove your workplace/occupation. This could include but is not limited to workplace id, uniform etc.

Your Prompt Care ID Badge will be sufficient to support the above requirements. However if you encounter any issues, we can assist you over the phone on our 1800 472 273 number.

November 18th @ 17:45pm South Australia COVID-19 Update

The South Australian Government has announced a 6-day "circuit breaker" lockdown beginning at 12:01am Thursday the 19th of November for all of SA.

Essential services such as nursing and in-home care for our clients will continue during this time. External services such as gardening and allied health will be paused, unless critically required, until further notice.

It is essential that all Nurses and Care Partners continue to wear PPE at all services and to declare temperature before entering a client's home. We request that mask and gloves are worn at all times and proper use of hand hygiene with sanitiser is practised. If you are a staff member requiring more PPE, please contact the COVID-19 Working Group via the Prompt Care text line.

You can keep up to date with the lockdown at

We will be monitoring the advice from SA Health and will update our website with any changes.

October 22nd @ 7:30pm JobKeeper Extension Update

Today we confirm that Prompt Care will NOT be eligible for ongoing financial support under the extended JobKeeper Scheme, 28 September 2020 through 3 January 2021.

Consumer confidence in the Community Aged Care sector has recovered since the pandemic first presented back in March of this year. Since then, our HCP and STRC programmes have expanded to offset contraction across our non-essential CHSP service delivery.

Furthermore, we forecast growth as COVID cases in Victoria continue to fall, and cases remain minimal in our Queensland, NSW, South Australia and Tasmanian areas of service delivery.

The revised JobKeeper eligibility tests bring our time under this scheme to an end. If you have any questions regarding JobKeeper we encourage you to contact us to discuss on 1800 472 273.

October 14th @ 11:00pm JobKeeper Extension

The JobKeeper Payment Scheme has been extended until 28 March 2021 with amended eligibility criteria.

Prompt Care is working towards establishing if we can satisfy the eligibility requirements. Until we are confident that Prompt Care can demonstrate it is eligible, JobKeeper payments will not continue. JobKeeper overheads have placed a significant burden on our finance and payroll team. We are working hard to determine our position in-line with the amended legislation.

JobKeeper has affected many of us at Prompt Care, and we are treating this as a high priority.

The deadline for determining our eligibility is October 31st, and any retrospective payments due will be paid at this time.

You can find out more about the changes to JobKeeper here:


August 25th @ 7:00pm JobKeeper Update

Prompt Care have registered with the JobKeeper payment scheme. From 3 August, the eligible employee test has been extended to include individuals who were employed on 1 July 2020 and are not currently nominated for JobKeeper by another entity, see Eligible employees. For the fortnights commencing on 3 and 17 August 2020 only, the ATO are allowing employers until 31 August 2020 to meet the wage condition for all new eligible employees included in the JobKeeper scheme under the 1 July eligibility test.

You are eligible to receive this payment if you:

For more information regarding JobKeeper and your eligibility please refer to the ATO's website:

JobKeeper Payment

In order to receive the JobKeeper payment, please download and complete the JobKeeper Employee Nomination Notice form found below. We will contact you if we believe you qualify per the eligibility requirements above.

JobKeeper Employee Nomination Notice Form

August 13th @ 11:36am Infection control initiatives

Prompt Care have dispatched another package of PPE to all Care Partners to ensure the safety of our clients and Care Partners. This package includes masks, gloves, hand sanitisers and a digital thermometer. These are intended to support infection control best practice with Prompt Care clients.

As of next week, Care Partners are required to declare their temperature BEFORE each and EVERY service. The TCP app has a new declaration function for this purpose.

Instructions for Digital Thermometer

Click the button once to turn on. Hold 5-15cm from forehead and click button once. When you hear the long beep the temperature reading is complete.

August 10th @ 10:15pm Call-to-Test - Reaching out to vulnerable Victorians

The Call-to-Test service will enable some of our most vulnerable to get tested for coronavirus (COVID-19) at home with a qualified health clinician. The service will provide access for people who cannot leave home due to injury, mobility or other eligible reasons.

Access to the Call-to-Test service will be available to individuals who have coronavirus (COVID-19) symptoms and meet the following criteria:

People without symptoms may be eligible if they have been identified by the Department of Health and Human Services (DHHS) as being a close contact, have received direction from DHHS to be tested, and meet any of the criteria detailed above.

You will need a General Practitioner (GP) referral for a coronavirus (COVID-19) test to access the service, unless you have been directed by DHHS to get a test, as well as demonstrate you are not able to access existing testing sites through family or community supports. The operator will discuss options available to you and support you through the process.

Call the coronavirus (COVID-19) hotline on 1800 675 398 and select option 9 to find out if you are eligible for this service.

August 6th @ 7:30pm Melbourne's Stage 4 Restrictions

Metropolitan Melbourne enters Stage 4 restrictions this week. The restrictions are changing to slow the spread of COVID-19 in Victoria.

For Prompt Care clients, your services such as Nursing, Social Support, Flexible Respite, Personal Care and Domestic Assistance where necessary will continue as per usual. Home Gardening and Maintenance services may be paused during this period, we will work with you to identify which services are critical to you.

For our Prompt Care staff, please see our update from yesterday regarding the Permitted Worker Scheme and how it applies to us.

Our Resource Centres are permitted workplaces and remain in operation, and we are working hard to ensure we are here to take your call when you need our support.

You can locate more information on Stage 4 restrictions here on the Department of Health and Human Services:

Health care and social assistance stage 4 restrictions

Lastly, a special shout out to one of our client's representatives, Rob, who has generously offered to represent Steven in his fight for better working conditions.

August 5th @ 6:46pm Permitted Worker Scheme Update

To clarify, your Prompt Care ID Badge can be used in place of a work permit. Please keep your ID Badge with you at all times. Please see the information below provided by the Vic Government for your reference:

In rare circumstances an employee does not need a worker permit. This includes:

Permitted Worker Scheme

August 5th @ 2:43pm Permitted Worker Scheme

The Victorian Government has developed a “Permitted Worker Scheme” to identify essential workers travelling to and from work.

Prompt Care and our Care Partners are considered essential and are able to continue provision of services as normal. As a Care Partner, you MUST carry your Prompt Care ID badge at all times as proof of employment. Please ensure that you also have access to your fortnightly roster at all times, as this may be used to confirm your whereabouts and times of your shifts. Please don’t hesitate to contact the Resource Centre on 1800 472 273 if your roster/whereabouts requires further confirmation.

If you do NOT have a current 2020 ID badge, please notify the office ASAP.

Please let us know if you are currently working for an employer other than Prompt Care. We need this information by the end of today.

Worker Permit Scheme

July 23rd @ 6:43pm Important Update

On Thursday 23rd July at approximately 11:30am, Prompt Care was notified that a Care Partner tested positive to COVID-19. This Care Partner had contact with five clients while potentially infectious (up to 48 hours prior to their first symptom). The Care Partner was confirmed to be wearing appropriate PPE including a mask, gloves and using hand sanitiser while supporting these clients. The five clients are currently well and have not experienced any symptoms. The clients have been asked to be tested for COVID-19 and we are currently awaiting results for each of their tests.

Prompt Care has performed tracing and determined that one other Care Partners have been exposed or placed at risk. This Care Partner has been notified and also asked to be tested.

This incident serves as a reminder of the importance of wearing PPE, especially masks, to curb the possible spread of COVID-19. A person can be infectious for 48 hours before they experience their first symptom.

Please contact us if you require additional PPE and always practise safe hand and mask hygiene.

Please fill out the COVID-19 Declaration as soon as possible.


Worker Support Payment

The Victorian Government is providing one-off payments to financially support Victorian workers, including parents and guardians, who are required to self-isolate or quarantine due to COVID-19.

This scheme allows eligible workers to claim:

Visit the following website to determine your eligibility for one of the above payments:

COVID-19 Worker Support Payment

Please note that you don’t need to be a citizen or permanent resident to be eligible.

People have been advised to call the state coronavirus hotline on 1800 675 398 to register for the payment or express interest via the Registration for Coronavirus (COVID-19 ) Worker Support Payment form found in the above link.

July 20th @ 1:11pm PPE Distribution

Prompt Care have distributed PPE packages to all Care Partners. These packages include masks, gloves and hand sanitiser. This equipment is to be used for ALL services, in ALL regions. Please contact us if this hasn't reached you by the end of the week, or you require more PPE.

The following reply has been received on the 17th of July in response to our request for masks from the Department of Health:

Two million more face masks for Victorian aged care and disability workers

Face masks - Melbourne, Victoria Rules

July 10th @ 3:14pm Service Update

COVID-19 is still a major risk to our community. As Stage 3 Stay at Home restrictions have been reintroduced across metropolitan Melbourne and the Mitchell Shire, this is a reminder to stay safe and follow the Victorian Government’s Stay at Home directions.

If you are experiencing symptoms that are consistent with COVID-19, please contact the Resource Centre immediately.

As a Care Partner, it is important to be alert and observant when visiting clients. If you are concerned about a client’s health or have PPE requirements, please contact the Resource Centre immediately.

If you are a Prompt Care client, your services will continue unless you request otherwise. Our Care Partners have been asked to use PPE when carrying out their services.

If you have any queries, call us on 1800 472 273. Stay safe and stay well.

Important Reminder

Symptoms of COVID-19 can range from mild illness to pneumonia. Some people will recover easily, and others may get very sick very quickly. People with coronavirus may experience symptoms such as:

Other symptoms can include runny nose, headache, muscle or joint pains, nausea, diarrhoea, vomiting, loss of sense of smell, altered sense of taste, loss of appetite and fatigue.

Please contact the Resource Centre immediately if you observe any of these symptoms.

July 10th @ 3:13pm Victoria Update
June 30th @ 11:00pm Victoria COVID-19 Update

Per the latest updates from the Victorian Government, there are a number of suburbs that have been forced into stage three restrictions from 11.59pm July 1 until at least July 29.

The areas subject to the reinstated lockdown are:

If you live in any of the above areas, you will be allowed to leave your home for just four reasons: work or school; care or care giving; daily exercise; food and other essentials. These conditions will remain until at least July 29.

If you are a Prompt Care client or Care Partner, you may continue to provide or receive care per usual.

If you have any questions or concerns, we are more than happy to help. Contact us on 1800 472 273.

April 27th @ 7:21pm JobKeeper

Prompt Care have registered with the JobKeeper payment scheme. We will be paying our eligible employee’s salary or wages of at least $1,500 (before tax) per fortnight. These payments will be made for the period beginning 30 March 2020 and will commence in the first week of May 2020.

You are eligible to receive this payment if you:

For more information regarding JobKeeper and your eligibility please refer to the ATO's website:

JobKeeper Payment

In order to receive the JobKeeper payment, please download and complete the JobKeeper Employee Nomination Notice form found below. Please email this form to by Friday the 1st of May.

JobKeeper Employee Nomination Notice Form

April 10th - 13th Our PPE Courier

Over the weekend Steven has been delivering PPE packages to Vic Metro Care Partners.

Please let us know when this package has reached you.

April 9th @ 4:07pm Personal Protective Equipment (PPE) for our Care Partners

Over the coming week, Prompt Care will be delivering a PPE package to your home. This package will include hand sanitiser and gloves for use with your Prompt Care clients.

Please let us know when this package has reached you.

April 9th @ 11:00am Safe passage during the COVID-19 pandemic

Prompt Care is preparing letters of 'safe passage' in the event lockdown conditions require our Care Partners to provide evidence of essential travel. In the meantime, we recommend that Care Partners travel with their Prompt Care ID cards and refer any enquiries to our 1800 472 273 should you be requested to provide evidence of travel for work.

April 6th @ 1:59pm Prompt Care hand sanitiser stock has arrived

We are working hard to dispatch to all Care Partners this week.

April 6th @ 10:00am Job Keeper Payment

Prompt Care registered our interest in applying for the JobKeeper Payment last week via the Australian Taxation Office (ATO).

As soon as we hear back from the ATO, we will let staff know the outcome of whether or not we are an eligible employer.

Further information can be found at:

Job Keeper Payment

March 30th @ 11:59pm Assisted Transport, Assisted and Unassisted Shopping and The 2 Person Rule

At this stage we continue to provide Assisted Transport where deemed essential. We will contact you to discuss your needs. The 2 Person Rule is not contravened by a Care Partner providing transport to an individual, a couple, or members from the same household.

Prompt Care is offering Unassisted Shopping as a service to support you to remain at home. Please contact us on 1800 472 273 to discuss your needs and discuss how we can support you during this period.

March 30th @ 6:45pm Are all doctors offering telehealth during the coronavirus pandemic and do you have to use it?

From today, Australians will be able to access bulk-billed telehealth consultations with their doctors and many other health professionals — meaning they won't have to pay any out-of-pocket costs.

JOURNALIST: Just to clarify on having a group of two people, I assume that parents can still take their children to the park. Does the two person rule now apply to weddings or funerals?

PRIME MINISTER: Well, I'll deal with the first issues first. It's your household, so your household can be together inside your home, outside your home, outside of your household. If you were out, Sam, just on the street today, you could be there with everyone who's in your household. But if you weren't with the members of your household, you could be there with one other person maximum. Ok? So that's what the rule is. In terms of the weddings and funerals, we believe the arrangements we have for those under those circumstances can remain as they have been. For funerals and for weddings, that was funerals at 10 and weddings at five. And of course, state and territories, as I said the other night, can exercise discretion on those matters on compassionate grounds as they see fit. In relation to the other matter, well, I'll refer to Dr Murphy.

JOURNALIST: Prime Minister, if people over 70 should stay home, what's your advice on how they should get groceries, medicines, anything else they need?

PRIME MINISTER: Well, that's why we've been upping our investment and have states and territories as well in a lot of those home-based services for elderly residents. And also tonight, as I said, there is a registration feature, which I'm sure and I would hope that friends and family of those who are in that situation would be able to register and that also gives us that ability to know where people are. What this means is we've got to help each other, at the end of the day. I mean, they can still, it is not a strict rule. It is there for their own protection. And so what we're encouraging elderly residents to do is to stay home as much as is practicable and should they need support that I'm sure they can get support through their community or others. And I'm sure they could even ring their local MP and I'm sure their local MP and would want to help them in any way they could at either a state or federal level, because I've seen that already happening through many of our electorate offices. But I'm sure they could get support through other local community organisations, volunteer groups, that those services and those numbers are available. And so it is an advice that we're putting in place for their protection. It is not the medical advice that older Australians would be communicating the virus to others. It would be about their protection and that's why we'd be moving to do that.

March 30th @ 4:45pm COVID-19 Fact Sheet for In-Home Care Workers: clarification on influenza vaccine requirements

The Department would like to clarify that the information on the website in relation to the requirement for in-home aged care workers to receive the influenza vaccination by 1 May 2020 is not correct. Thank you for bringing it to our attention. We are working to have this information updated as a priority and would like to sincerely apologise for any confusion that this has caused.

March 30th @ 1:05pm Primary Care – Home Medicines Services to support the response to COVID-19

Vulnerable people and people in self isolation will be able to order their Pharmaceutical Benefits Scheme (PBS) and Repatriation Pharmaceutical Benefits Scheme (RPBS) prescriptions remotely and have their medicines home delivered to reduce their potential exposure to COVID-19.

March 27th @ 3:23pm Expansion of Coronavirus testing criteria

To further protect vulnerable Australians, the Government has agreed to an AHPPC recommendation to expand the current coronavirus testing criteria to include testing of aged and residential care workers with fever or acute respiratory infection. The testing criteria is set out in the Coronavirus Disease 2019 (COVID-19) Communicable Disease Network Australia guidelines for Public Health Units. As per the guidelines, aged or residential care workers who have a fever (≥38°C) or history of fever (e.g. night sweats, chills) OR acute respiratory infection (e.g. cough, shortness of breath, sore throat) must be tested. Aged care workers should access testing under existing arrangements. These may include collection of samples and testing by Public Health Units, or collection of samples (for example by GPs or other health workers or pathology collection centre staff) and testing by private providers.

March 20th 6:00pm Measures to support Senior Australians and those who care for them

New measures for the Aged Care sector have been unveiled as the Morrison Government continues to strengthen Australia’s defence against COVID-19.

March 15th 11:00pm Message to all staff re COVID-19 best practice.

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