Community Care

In 2025, Frankston City Council reviewed all community and aged care services in response to the national aged care reforms and community feedback. The review found that moving selected Commonwealth Home Support Program (CHSP) services and all Home and Community Care Program for Younger People (HACC PYP) services to new providers would best support a strong and sustainable model for the future.

These changes will take effect by 30 June 2026.

Frankston City Council will continue providing the following Community Care services to CHSP clients, with funding from the Australian Government:

• CHSP delivered meals / Meals on Wheels 
• Group social support (outings program)

Additionally, Council will continue to fully fund and operate the community transport service, which will remain available to all eligible community members.

These services will continue as usual, and Council is working to strengthen them so they can better meet reform requirements and client needs going forward.

From 1 July 2026, the following CHSP services will be provided by AccessCare:

• Personal care 
• Domestic assistance (house cleaning and unescorted shopping)
• Respite care 
• Social support individual (escorted shopping) 
• Home maintenance and modifications (including gutter cleaning)

Although AccessCare is the provider allocated by the Commonwealth Government, clients can choose whether or not to transfer their services or find alternative providers. 

Frankston City Council’s Community Care Transition team is available to help clients understand their options and, if needed, explore other providers. Contact the team on (03) 9784 1818 or CommunityCareConnect@frankston.vic.gov.au.

AccessCare was appointed by the Commonwealth Government to deliver selected CHSP services in Frankston City. As a long‑established local government provider with strong systems, experienced staff and a model already aligned with the national aged care reforms, AccessCare is well placed to support clients as the aged care system changes. Their experience and access to the Support at Home program also provide a clearer pathway for ongoing, flexible support.

During the review process, Council worked closely with the State Government to explore options for continuing to provide some HACC-PYP services to our community. However, the program’s requirements do not permit partial service delivery. As a result, Council has made the decision to fully transition out of its role as a HACC-PYP provider.

As such, Frankston City Council will be transition out of providing the following HACC-PYP services by 30 June 2026:

• HACC-PYP assessment services
• HACC-PYP delivered meals / Meals on Wheels 
• Personal care 
• Domestic assistance (house cleaning and unescorted shopping)
• Respite care 
• Social support individual (escorted shopping) 
• Home maintenance and modifications (including gutter cleaning)

The provider for Home and Community Care Program for Younger People (HACC-PYP) services has not yet been appointed. A separate update will be provided once this decision is confirmed.

In 2025, Council reviewed all community and aged care services in response to national aged care reforms and community feedback. The review found that transitioning selected services to new providers would best support a strong, sustainable and future-ready model for our community. This decision followed significant consultation, careful consideration of all options and the need to ensure services remain viable and high-quality in the years ahead.

Council finalised its decision following confidential meetings held in August and October 2025 and officially announced the outcome in November 2025.

For more information about the engagement findings and to read the full report, visit engage.frankston.vic.gov.au/care-connections.

In 2025, Council reviewed all community and aged care services in response to national aged care reforms and community feedback. The review found that transitioning selected The national aged care reforms are changing how community and in-home support is funded and delivered across Australia. In response, and after listening to community feedback, Frankston City Council assessed how to keep services strong, sustainable and aligned with the new system. Moving selected services to new providers will help ensure clients continue receiving high-quality support through models designed for the future aged care environment.

For now, there will be no immediate changes and all services will continue as usual. Any changes will be introduced with plenty of notice. Any clients needing to transition to a new provider will be contacted directly and supported to do so before 30 June 2026.

There will be no immediate changes — clients will continue receiving their current services from Council for now. As services move across to new providers, Council will work closely with clients to make the transition as smooth as possible. Clients will be supported to understand their options and either transition to the allocated provider or choose an alternative provider that best meets their needs, with dedicated help available through Council’s Community Care Transition team on (03) 9784 1818 or CommunityCareConnect@frankston.vic.gov.au.

There will be no immediate changes — clients will keep receiving their services as usual for now. As services move to new providers by 30 June 2026, there may be some changes to schedules, support workers or fees, but any updates will be communicated directly and with plenty of notice. Council and the new providers will work to keep things as consistent as possible and support clients through any changes.

The transition to new providers means some roles at Council will change over time. Staff will be supported throughout this process, with regular updates and guidance as the transition progresses.

With AccessCare now appointed as the new provider for selected CHSP services, there will also be recruitment opportunities available within their organisation, and Council will support staff to access information about these roles as it becomes available.

These changes are designed to build a stronger, more sustainable community care system for the future that aligns with the national aged care reforms. 

Council will continue to play an active role in supporting older residents and people who rely on community care — through advocacy, information and connection to services that meet their needs and by continuing to deliver some services directly.

As services transition to new providers, Council will also help facilitate a smooth handover so residents continue receiving high-quality care as the system evolves.

If you have any questions or concerns about your current or future care, please contact Council’s Community Care Transition team on (03) 9784 1818 or email CommunityCareConnect@frankston.vic.gov.au.

Yes. As part of the transition, Council is introducing two new services designed to strengthen support for clients and our community.

The Community Care Navigation and Advocacy Service, launching in April 2026, will help clients and community members understand the changing aged and community care system, explore their options and connect with local providers that best meet their needs.

In addition, a dedicated Community Care Transition Team has been established to answer questions and provide personalised assistance to clients and community members throughout the transition period.

These new services reflect Council’s ongoing commitment to supporting residents, ensuring people continue to feel informed and confident in accessing the care they need.

As part of the transition of Council’s Community Care services, we are working closely with government partners to identify and confirm new approved, external providers. 

AccessCare has now been appointed to deliver selected CHSP services, while the process to confirm a new provider for HACC-PYP services is still underway. Council will share more information as soon as the remaining provider appointments are confirmed.

New providers will be allocated by government partners, but clients can choose whether to transfer to the allocated provider or explore other options. Transferring to the allocated provider is expected to be the simplest way to maintain continuity of care, as Frankston City Council will stop delivering the transitioning services by 30 June 2026. 

Clients who need support understanding their options can contact Council’s Community Care Transition Team on (03) 9784 1818 or CommunityCareConnect@frankston.vic.gov.au.

Clients will be contacted by their newly appointed provider closer to the transition date. Your provider will introduce themselves, explain what to expect and let you know if anything about your services needs to change. Any updates will be communicated directly and with plenty of notice.

Clients who are affected by the transition will receive a letter and a consent form directly from Council. The letter will explain what the change means and how and when to return the form. Completing the consent form allows Council to securely transfer your information to the new provider so your services can continue smoothly and without disruption.

If you choose not to return the consent form, we won’t be able to transfer your information to your new provider. This will affect your ability to continue receiving some services after the transition.

Client information will only be shared with the new provider to support the continuation of your services. It will be transferred and stored securely, and both Frankston City Council and the new provider follow all relevant privacy laws and requirements. Client information will only be used to make sure they continue to receive the services they are eligible for.

Some services will no longer be delivered by Frankston City Council, following Council’s decision last year to transition them to new providers. However, CHSP clients will continue receiving CHSP delivered meals (Meals on Wheels) and community social support, and eligible community members will still have access to community transport. These services will remain with Council beyond 1 July 2026.

For all other CHSP and HACC-PYP services that are changing providers, you will need to consent to the allocated provider or choose a new provider before 30 June 2026. 

A dedicated Community Care Transition team is available to answer questions and provide you with practical support. You can contact the team on (03) 9784 1818 or via CommunityCareConnect@frankston.vic.gov.au.

Frankston City Council will also be launching a new Community Care Navigation and Advocacy Service in April 2026 to help community members better understand the aged care reforms and navigate the new system. We will share more information when the service launches. 

The Older Persons Advocacy Network (OPAN) provides free, independent and confidential support to help older people, their families and carers work through any concerns or issues with aged care. You can visit www.opan.org.au or call the Aged Care Advocacy Line on 1800 700 600 (Monday to Friday, 8am–8pm, and Saturday, 10am–4pm).

Frankston City Council is always here to help. However, in the event you need to contact the allocated CHSP provider, you can contact AccessCare directly on 1300 819 200 or info@accesscare.org.au.

You can access free translation and interpreting support through the Translating and Interpreting Service (TIS National). This service is available 24 hours a day, 7 days a week.

To use the service, call 131 450 at any time or visit www.tisnational.gov.au for more information.

Provides fresh, healthy meals delivered to your home between 11am and 1pm on weekdays. Frozen or chilled meals are available for weekends, public holidays or when you’re not at home. Special diets, preferences and texture-modified meals can be arranged. All meals are prepared to be safe, nutritious and diabetic-friendly.

Please note: These services will be transitioning to approved external providers for Home and Community Care Program for Younger People (HACC-PYP) clients.

The Bus Outings Program provides regular, low-cost bus outings that encourage older residents to socialise and enjoy time with others in the community. Activities are held in safe, friendly environments across a range of locations. Walking aids can be accommodated, but participants must be physically independent.

Provides a safe, friendly and reliable door-to-door service for residents who may find public or private transport difficult. Services run on a fixed timetable to locations such as shopping centres, seniors clubs, the Peninsula Aquatic Recreation Centre, exercise programs and Frankston Library.

Walking aids can be accommodated for participants who are physically independent, and gold coin donations paid directly to the driver are encouraged to help cover running costs.

Please note: Transport is not available for individual appointments

Support with everyday personal tasks such as showering, dressing, grooming and meal preparation. Staff are trained to provide safe and respectful assistance.

Please note: Nursing care, including wound care and medication support, is not provided.

Support with basic household tasks such as cleaning, laundry and unescorted shopping. This service helps with activities that may be tiring or difficult to manage, to keep your home clean, safe and comfortable.

Please note: This is a support service rather than a commercial cleaning service

Provides short-term support at home so carers can take a break. Respite care can be arranged on a regular or occasional basis, depending on the carer’s needs. Carers may choose to remain at home and work alongside our staff if they prefer.

Provides assistance with escorted shopping and other personal errands such as groceries, banking, bill payments and pharmacy visits. Staff can shop with you or on your behalf — receipts are always provided.

Please note: A small travel fee applies when staff provide transport. Staff can also only use limited cash handling, which will be explained when your service is arranged.

Helps keep individual’s homes safe and secure through minor repairs, maintenance and small home improvements. Examples include installing smoke alarms, replacing light globes, fixing locks and fly screens and pressure cleaning pathways. Small ramps, steps and banister rails can also be installed, as well as grab rails with guidance from an Occupational Therapist.

Frankston City Council’s gutter cleaning closed 6 March 2026 due to reaching capacity.

Provides an initial in-home assessment for people eligible under the Home and Community Care Program for Younger People (HACC-PYP). This program supports individuals under 65 years, or under 50 for Aboriginal and Torres Strait Islander peoples. An Assessment Officer will visit to discuss your needs, outline available supports and develop a Care Plan. You are welcome to have a family member or friend present.

There is no charge for an assessment. To book, please call 9784 1933.

Provides fresh, healthy meals delivered to your home between 11am and 1pm on weekdays. Frozen or chilled meals are available for weekends, public holidays or when you’re not at home. Special diets, preferences and texture-modified meals can be arranged. All meals are prepared to be safe, nutritious and diabetic-friendly.

These services will continue to be provided by Frankston City Council for Commonwealth Home Support Program (CHSP) clients only.