Frequently Asked Questions

Why has the service been outsourced?

After more than 15 successful years providing these important services, the City is handing over the reigns to a group that focuses on community service delivery, therefore is a better-equipped organisation.

Over the past three years stringent quality assurance systems and reforms have been introduced to the HACC sector, adding complexity and increased workload to the City’s services, which have been challenging to accommodate in the current structure.

After a review of our HACC services with the best outcome for our clients in mind, it became clear there were external organisations specialising in support for frail aged people in their own homes who could deliver the same service, but were better positioned to meet these changing regulations, increasing needs of frail clients and provide a reliable service into the future.

Which company has been chosen?

An expression of interest was called for by the Health Department HACC program and a number of agencies whose core business is supporting frail aged people submitted an expression of interest. Our emphasis was on improved outcomes for clients – such as assessing clients once to arrange a broader range of support services.

A rigorous interview process was undertaken, upon which the State Health Department’s Home and Community Care program has made the appointment of the new provider, Community First International (CFI).

CFI are a successful and innovative community organisation with a wide range of experience and resources that offers added value to current services.

With closely linked values and philosophy to the City of Melville, CFI offer a broader range of service, which will bring more health and social benefit for clients and the broader community.

When will the new company take over?

The City of Melville will hand over the Meals on Wheels and HACC services to CFI on Friday, 1 July 2011.

Between January 2011 and 1 July 2011 The City will  work closely with CFI to ensure a smooth handover of the services.

Will it cost clients any extra?

Pricing structure for City of Melville HACC services are currently being assessed against average sector fees, so it is not yet clear what changes may occur. This will be clearer in February 2011 following the review process.

With regard to Meals on Wheels, fees will stay at $7.50 for delivered meals until 30 June 2011. For any possible increase by CFI after this date, the City of Melville will be consulted.

Will the services change?

City of Melville and CFI are committed to making a smooth transition and offering current clients the same service as before.

CFI have been chosen by the Health Department to take over these essential services because they are better equipped to deliver the current as well as broader services than the City of Melville.

Will there be any change to the meals – will they be hot or frozen delivery?

CFI are expected to continue to deliver three-course, hot meals when it takes over on 1 July 2011.

As the City has done in the past, CFI will continue to evaluate their services into the future and be guided by health regulations on meal delivery methods.

Will the staff and facilities stay the same?

Direct Care staff and volunteers will all be retained and the Bull Creek Community Centre will still be used as the main venue for the centre based day care programs.

CFI also intend to work with Meals on Wheels staff and volunteers throughout the transition.

The new CFI team will meet with staff and volunteers, as well as the Stock Road Senior Citizens, to introduce themselves and answer any queries.