Care finder Agent Functionality Issue and Solution

Please see the below information from DoHAC regarding one of the issues with the Agent functionality that has been brought up in our Community of Practice meetings.

The new Agent functionality, introduced to the in the My Aged Care (MAC) Service and Support portal (the Portal) in April 2023, has provided greater client support options for care finders. Unfortunately, a system defect has been found with this new functionality and has resulted in some care finders having a limited ability to use the system as intended. This defect is being addressed but this information has been shared so that care finder organisations are aware of the situation and the work-around solution until the problem is resolved.

Issue

Some Portal users, who are assigned both service and support roles in the Portal, have found the Portal to error out on them with the message ‘Oops… something went wrong…’ when trying to perform specific functions (such as editing staff accounts or accessing client information). This error is occurring because these two roles (service and support) are not working properly together in the back end of the portal.

Solution

These issues have been investigated by our ICT delivery partners, and fixes have been identified. These fixes are scheduled for the next My Aged Care System update (Release 28) which is to occur in October 2023.

What can care finders do while waiting for the fix?

While waiting for the Agent functionality issues to be resolved, affected care finders can still assist their clients as follows:

If there is an established Agent-client relationship in the My Aged Care System, the care finder can:

1. call the contact centre’s industry line, on 1800 836 799, for assistance (as per the parameters of the Agent role, see below table). The client does not need to be present, or
2. ask a colleague (who has access to the portal) to assist in accessing the required client information. (Note: this will not work for ‘named individual’ relationships, the named staff member will need to call My Aged Care).

If there is no established Agent-client relationship in the My Aged Care System, the care finder can:

1. call the contact centre’s industry line, on 1800 836 799, for assistance with the required information (if the client is present on the call and agreeable) and select the IVR option 3, that is ‘If you’re an organisation agent with a client’.
2. call the contact centre back for assistance (with the client present and agreeable), or
3. can access the information through the client’s online account (if the client is present and agrees to this).

If the issues relate to Agent Manager or Administrator functions, you can speak to another colleague who holds either the Administrator or Agent Manager role to undertake the administration functions you are unable to perform.

As this issue occurs when staff are assigned both service and support roles, Agent Managers and Administrators should keep this in mind when assigning additional roles to staff in the Portal.

Any further enquiries about this error should be directed to the contact centre for additional support.

Thank you all for understanding and support with the implementation of the new Agent functionality.