Managing Disability Support for Older Australians (DSOA) Program services

Grant agreements

As a DSOA service coordinator, you must comply with:

• the grant agreement and associated documents
• the DSOA Program manual
• relevant state, territory and Commonwealth legislation and regulations.

Client annual reviews

You must conduct an annual review of services with each client, their carer, advocate or nominee.  

You should use the annual review template and submit to dsoacompliance@health.gov.au within 10 days of being completed.

The annual review must:

• be detailed and comprehensive 
• provide a thorough review of the services provided to the client
• provide information about the client’s function, personal care, mobility and cognition
• address whether the client has had, since the last annual review or Individual Support Package:
  • a health crisis or episode 
  • changes in their care needs 
  • changes to their living or carer arrangements.
• address whether the client’s current DSOA funding is meeting their disability support needs. 

A client annual review is different to the client’s Individual Support Package – you must record it separately. 

You can supplement your annual review findings with assessment reports or letters from a:

• general practitioner
• specialist
• allied health practitioner 
• hospital.  

After the review

After the review, you must:

• discuss the review’s outcome with your client 
• discuss whether your client needs additional support to meet their disability support needs
• complete a change of needs application, if needed. 

You must email us a copy of the review within 10 days of being completed. 

For more information on annual reviews, read section 3.2 of the DSOA Program manual.

Change of needs

As your client ages, their disability support needs can change. 

If a client’s annual review indicates that they require additional support, you can submit a change of needs application.

Make sure you:

• use the latest version of the form
• submit all relevant supporting evidence 
• complete all sections accurately – missing or incomplete information, or a lack of supporting evidence, will delay the assessment process. 

We will only consider funding from the date we receive the completed change of needs application.

See more guidance on how to complete a change of needs application in our: 

• fact sheet
• instructional video. 

If a client is not eligible to apply for a change of need, they should consider whether they want to remain in the DSOA Program or access support through My Aged Care.

For more information on the change of needs process, read section 3.3 of the DSOA Program manual.

Changing to another DSOA service coordinator

If a DSOA client wishes to change their DSOA service coordinator, or you can’t continue delivering services to them, complete a change of service coordinator form. 

You must provide your Funding Arrangement Manager with:

• the transfer date, which should be at least 6 weeks from the submission date of the client transfer form, and must be agreed between all parties
• the reason(s) for the transfer
• details of the client’s preferred DSOA service coordinator, including full legal name and contact details
• confirmation of acceptance by the client’s preferred DSOA service coordinator
• confirmation of the client’s consent to the transfer
• confirmation from existing DSOA service coordinator’s organisation that they will relinquish or transfer client funding to the new service provider.

For more information on client transfers, read section 3.7 of the DSOA Program manual.

Exiting DSOA

Clients can exit the DSOA Program at any time. All client exits are permanent – clients cannot re-enter the DSOA Program. 

A client may exit DSOA because they: 

• choose aged care services instead 
• have a change in their needs, and additional support options are not available 
• no longer need DSOA services 
• have not used DSOA services for over 12 months 
• are a First Nations person and have become eligible for the NDIS 
• have passed away. 

You must tell us the date and reason for a client’s exit using the client exit form within 14 days of a client exiting the DSOA Program.

We will initiate a client exit if the client has not accessed services for 12 months or more. 

Read more about the process for exiting a client in section 3.8 of the DSOA Program manual and in your DSOA grant agreement.

Reporting

You must report financial and service delivery data, using the templates provided by your Funding Arrangement Manager at the Community Grants Hub. 

For more information on reporting, read section 5.3 of the DSOA Program manual and the terms and conditions of your DSOA grant agreement.

Emergency situations

You must have business processes in place to coordinate and manage emergency situations. You must:

• contact emergency services (ambulance, police and/or fire) on 000 if there is a critical incident involving the abuse, neglect, or harm of a client
• advise the NDIS Quality and Safeguards Commission of reportable incidents (including allegations) within 24 hours of the event(s)
• do what is reasonable to provide continuity of DSOA services in all circumstances and include emergency support arrangements in the client’s Individual Support Package
• maintain a business continuity plan that describes the management of a pandemic, crisis, or disaster situation
• work with your Funding Arrangement Manager if there is a risk you might not be able to provide services.

For more on emergency management, read Section 4.5 of the DSOA Program manual.

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