The Support Loop has been designed to provide a feedback and monitoring framework to support organisations who have responsibility for HACC services delivered in the home or in a social support setting including home care, social support, home maintenance, transport and personal care. 

Link (PDF)

The Department of Premier and Cabinet has developed an Inclusive Language Guide to provide guidance to the Victorian Public Sector regarding appropriate language that can also be used by external organisations. The Guide addresses issues including confusion about the acronym 'LGBTI' and the differences between sexual orientation, sex and gender identity. It is important to note that this is a guide to be used by those working with and for LGBTI communities. People may have different views of what terminology is appropriate, e.g. some older community members may use the term 'transexual', whereas others may find this term inappropriate. In case of doubt, it is recommended to ask people what their preferred terms are.

Link (PDF)

Building Culturally Inclusive Social Support Groups

Opening English-speaking Social Support Groups (SSG) to people with no or low English proficiency can be challenging, and staff and volunteers may find themselves at a loss when trying to ensure participants feel welcome and included. Language specific SSG will always have a place and provide great value and connection for participants. However, there are not always groups available for every language or cultural group, there can be long wait lists for these groups and there will always be people who wish to join an SSG that is not CALD specific. Building culturally inclusive SSG have multiple benefits to the group, participants and for wider community cohesion.

Link (Website)

The Connecting Through Inclusive Communication Practices resource contains information, tools and good practice examples that you can use with your staff, volunteers and consumers to develop new communication material or when reviewing existing communication material. It focuses on the use of inclusive language and communication practices that are meaningful and relevant to potential and current consumers of your service. It also has useful information and links to other resources which will support you to have meaningful conversations that are person centred and consider each person's diversity.

Link (Website)

The Support Loop Movie.  This short movie provides an explanation of The Support Loop process and includes a snapshot of the resource in action.

Link (YouTube)

The Engaging respectfully with Aboriginal and Torres Strait Islander clients DVD is a training tool created to support organisations to engage respectfully with Aboriginal and Torres Strait Islander clients.

As identified in ASM and Diversity plans, organisations continue to seek innovative and accessible ways to support training, upskilling and information sharing for staff working with Aboriginal and Torres Strait Islander communities.  This short 12 minute DVD provides some insights and guidance around respectful engagement and work with Aboriginal and Torres Strait Islander clients in their homes.

Link (YouTube)

The Connecting the Pieces video (and accompanying Guide) articulates the unique aspects of diversity and person centred care and importantly, the relationship between these approaches, how they influence each other and the need for diversity and person centred care to be understood throughout the continuum of the client’s journey. 

Link (Website)

Link (YouTube)

The Hints and tips for working with interpreters is an online video from Translating and Interpreting Service (TIS) from the Department of Immigration and Border Protection. It provides information on some effective ways to bridge the communication gap between English speakers and non-English speakers using interpreters, including how to converse through an interpreter and why it is important to adopt some specific behaviours and styles of communication.

RES - EMR HACC Consumer Feedback Toolkit

The Consumer Feedback Toolkit has been designed by the Eastern Metropolitan Region HACC Alliance to support HACC agencies develop and implement effective and efficient consumer feedback systems.  The Toolkit contains practical advice, tools and strategies to assist staff to design, plan and implement consumer feedback strategies appropriate for a diverse range of clients. 

Planned Activity Groups: Make it meaningful

The Making It Meaningful resource describes the practice required for service specific assessment and care planning for Planned Activity Groups in Victoria.  These guidelines include ‘how to’ assessment and care planning information, and examples to promote person centred, individualised approaches

Link (PDF)

On 1 July 2016 the funding and management of Home and Community Care (HACC) program services changed significantly. Access to these services is now based on age.

Services for older people (people aged 65 and over and Aboriginal people aged 50 and over) are now funded and managed by the Commonwealth Department of Health through the Commonwealth Home Support Programme (CHSP).

The CHSP provides the similar types of services that were provided by the HACC program.
These services include help with housework, personal care, meals, social support and groups activities, nursing care, allied health and home maintenance.


The Health Issues Centre is a consumer voice for better health care.

Its people support and inform consumers and the health sector to partner for health care improvements.

The website has information and resources related to consumer engagement.

Goal Directed Care Planning Toolkit

Goal Directed Care Planning Toolkit: Practical strategies to support effective goal setting and care planning with HACC clients (2015, Kate Pascale and Associates). It was developed as part of the Eastern Metropolitan Region (EMR) Home and Community Care (HACC) Goal Directed Care Planning project.

Enabling the use of easy living equipment in everyday activities

Enabling the use of easy living equipment for everyday activities – guidelines and training package (MAV)

Link (PDF)

Dementia-friendly social support - checklist

Social Support: Dementia Friendly Checklist (Uniting AgeWell)

Checklist to for all social support programs with best practice approaches to support group participants living with dementia, their carers and staff.

Link (PDF)

Partnership Analysis Tool

Partnership Analysis Tool (VicHealth)

This resource is for organisations working in a partnership to assess, monitor and maximize its ongoing effectiveness.

Living at Home Assessment Tool

Living at Home Assessment tool and guidelines (Department of Health and Human Services)

Barwon Assessment and Care Planning Guidelines and Tools

Barwon Assessment and Care Planning Guidelines and Tools (Barwon 2013)

This tool promotes a conversational, person centred approach that focuses on how the person is managing, their strengths, interests and motivation to improve their capacity to self-manage.

Tools are available via Barwon/South West ASM ICs or Sandra Love

Link (DOC)

PAG Pathways Guide

Planned Activity Group Pathways: A guide to implementing an ASM approach to PAG (2nd edition)

Link (PDF)

The Plan Do Study Act Model for Improvement Project

Plan, do, study act (PDSA) - a model for improvement - continuous improvement framework 2009; a resource of the Victorian service coordination practice manual.


Eating for Independence: A training program for the nutrition care of older people living in the community. Hume Dietician’s toolkit (2015)

Train the Trainer Workshop for HACC Dietitians: Eating for Independence contact:

Chadia Bastin, Project Coordinator

Or Beth Dawson, ASM IC Hume

Physical Activity in Planned Activity Groups

How much physical activity is appropriate for a PAG? This landmark study addresses this very question and makes recommendations that focus on physical activity, wellness and engagement.

Step Forward Together

The Step Forward Together toolkit has been published by CommunityWest (W.A) for community aged care providers who want to implement or improve the Wellness and Enablement focus of services and programs.