Frequently asked questions

We answer all your frequently asked aged care and disability services questions.

Answering all your Retirement Living, Aged Care and Disability Services questions

Aged Care

Knowing how to get started is the hardest part. Here are the most frequently asked questions to help you.

Where are your help at home offices located?

We are located across the state. Download a full list of our locations.

I am not satisfied with my current provider, is it hard to move to VMCH?

Not at all. Just give us a call and we’ll work with your current provider to arrange a smooth transition. Any unspent funds held by your current provider will be transferred and held by Services Australia. Just keep in mind your current provider has up to 70 days to provide you with a written final statement.
Just leave all the leg work to us and we’ll start planning the supports you need to secure continuity of care. And remember, we won’t charge any fees to transition your package to VMCH.

I am feeling nervous about accepting services in my home. What can I expect?

This is completely understandable. Receiving people into your home that you haven’t previously met can be daunting! We’re committed to ensuring that you are in full control of your services and your life.
Our staff are fully qualified, police checked and vaccinated. Plus, we’re a compassionate and understanding bunch. We’ll always respect your boundaries and we’ll be guided by what you have requested of us.
The best way to build a positive relationship with your care worker is to let them know how you like things to be done, and to also let them know if there is something else we could be doing for you.
Any feedback you provide to our support staff will be promptly communicated back to your case manager so they can explore and make relevant changes.

Do I have to be Catholic to join VMCH?

You don’t have to be Catholic to join us. We support thousands of people from diverse cultures and faiths.

Can I maintain my Commonwealth Home Support Programme (CHSP) services if I have a Home Care Package?

If you have been assigned a Home Care Package but you have also been wait-listed for a higher level Home Care Package, you may be able to continue accessing services under CHSP until you are assigned the higher Home Care Package.
You will need to continue paying the CHSP client contribution privately. Unfortunately, the Home Care Package cannot fund this amount.

Do you charge a fee when purchasing any care and services outside of VMCH?

We do not charge any fees when purchasing products and services which are not available through our VMCH offerings. These include gardening, meals, maintenance, aids and equipment.
VMCH charges a fee only when clients choose a provider other than VMCH or the VMCH preferred option. Please refer to our latest fee schedule.

Do you offer self-managed Home Care Packages?

Yes, we do. Our staff are trained and experienced in supporting clients based on their choice of how involved they want us to be. Self-managed clients agree to partake in some of the tasks that a case manager would normally do, under a supported Home Care Package agreement.
Under a self-managed Home Care Package model, clients are also entitled up to a maximum hours of case manager support per fortnight (more support hours can be purchased through the Home Care Package).

What are the allocated care management hours?

Our latest fee schedule outlines the specific hours available to you as a self-managed consumer. For all supported clients, there is no limit to case manager hours.

What can I expect my case manager to do for me?

Case managers are responsible for:

  • Ensuring you are provided with safe and effective personal care and/or clinical care
  • Reviewing your Home Care Agreement and care plan
  • Coordinating and scheduling your services
  • Ensuring your care is aligned with other supports you are receiving
  • Providing a point of contact for you and your nominated representatives
  • Ensuring the care you are provided is culturally appropriate
  • Identifying and addressing any risks to your safety.

Your case manager will undertake both face-to-face and ‘behind the scenes’ functions to ensure the best possible care is provided to you.

Do you charge exit fees?

No. By legislation, these fees cannot be charged to any clients new to VMCH.

Do you service my area?

VMCH offers supports all throughout Melbourne metro and regional Victoria. We also extend our services to southern NSW.
Download a full list of our locations.

Aged Care

We know it can be overwhelming moving your loved one to aged care. Let us help by answering the most common questions.

How do I know if the person I care for needs to move into aged care?

We understand that the decision to move into aged care can be difficult and everyone’s experience is different. Often a hospital stay triggers a family’s decision to start the search for aged care. Or you may notice that the person you support can’t manage day-to-day tasks on their own anymore. VMCH offers a variety of in-home services to help older people stay at home for longer. But in some cases, 24/7 care is required. VMCH can help with permanent or respite care.

What level of care is provided?

We operate under the principles of Montessori; an approach dedicated to delivering exceptional care whilst supporting and empowering residents to do what they can for themselves. Our residences offer ageing in place, specialised dementia care, chronic disease management and respite. As a person’s needs change, we change with them. Qualified registered nurses lead a team of professional carers who are complemented by dedicated lifestyle staff members.

What steps are required to move into aged care?

We generally say there are five steps to moving into aged care:

  1. Our friendly admissions team can walk your through the process and help you understand the costs. Call them today on 1300 698 624.
  2. Register with My Aged Care (a government aged care service).
  3. Organise an aged care assessment with the government Aged Care Assessment Team (ACAT). They will come and meet you at your home and help you to determine the level of care required.
  4. Take a tour of one of our aged care residences. We have 11 residences across Victoria.
  5. Complete an application form and speak to our admissions team who can advise of availability.

How much does it cost?

Pricing is dependent on individual means and asset testing. Payment can be made via a Refundable Accommodation Deposit (RAD), a Daily Accommodation Payment (DAP) or a combination of both. Supported places are available. For more information, please call our friendly team on 1300 698 624.

When can I move in?

It can take as little as 24-hours to move you in, depending on availability, completion of application forms and assessments.

What are the lifestyle/activity programs?

Our residences offer exceptional lifestyle programs, tailored to the resident’s individual needs. Activities may include group and individual sessions, community outings, resident interest groups (gardening, exercise, arts and crafts etc.), games and sensory stimulation.

What is the food like?

Our chefs prepare delicious fresh and nutritious meals on-site daily. At several of our residences we offer a buffet service, allowing residents to serve themselves and stay as independent as possible.

What can I bring when I move into the residence?

We provide all our residents with a comfortable remote-controlled adjustable single bed, bedside drawers and an armchair. Naturally, you are more than welcome to bring your own small furniture items, artwork, decorations and mementos. This is your new home and we want you to feel comfortable as quickly as possible.

Can I have a pet?

We welcome your pets to come and visit, however they cannot stay overnight or live permanently at the residence.

Can I keep my own General Practitioner (GP)?

You can keep your own GP if they offer house calls. If your GP is unable to consult at the residence, we can certainly arrange a GP to care for your medical needs.

Do I have to be Catholic to live at a VMCH Aged Care Residence?

No. We welcome people from diverse cultures, nationalities, faiths and walks of life. What we share is our humanity, our respect for one another and the community we create together. Residents of all denominations have access to pastoral care services. Our team is here to ‘walk with you along the journey’ – offering spiritual support, help in times of need and to celebrate joyous occasions.

What if I only need care for a short time?

We can offer a short respite stay at any one of our aged care residences. Dependent on room availability, prospective residents can join us for two weeks or more. If you love the support and care received, we’ll be happy to discuss making the move permanent.

Disability Services

Get all your questions answered and see how we can help you on your NDIS journey.

What is the National Disability Insurance Scheme (NDIS)?

The NDIS supports people with a permanent and significant disability that affects their ability to enjoy everyday life. It gives participants more choice and control over how, when and where their supports are provided.

Who can qualify for the NDIS?

You need to meet certain requirements to qualify for an individual support plan when it becomes available in the area where you live.

Eligibility requirements include:

  • A participant must have a permanent disability that significantly affects their ability to take part in everyday activities
  • You need to be aged less than 65 when you first access the scheme
  • You must also be an Australian citizen, live in Australia and hold a permanent visa or a Protected Special Category Visa.

For more information on access requirements go to the NDIS Access Eligibility Checklist web page.

What about early intervention?

Early intervention requirements include:

  • Child has an impairment or condition that is likely to be permanent
  • Child is under six years with a developmental delay which results in substantially reduced functional capacity in one or more areas of self-care, language, cognitive and motor development
  • There is evidence that getting supports now will help a child by reducing how much assistance they will need in the future, it will help family and carers keep helping the child.

The NDIS website also has more information about early intervention access requirements.

How does the NDIS work?

The NDIS takes a flexible, whole-of-life approach to working with individuals and their family to develop a plan about what support they need to enjoy life, live independently and achieve their goals.

It provides participants with more choice and control over how, when and where their supports are provided.

It also provides certainty that they will receive support over their lifetime.

What services and support can the NDIS fund?

The NDIS will fund reasonable and necessary supports that help participants achieve their goals.

This may include:

  •  Daily personal activities
  • Transport to participate in community, social, economic and daily life activities
  • Workplace help so a participant can successfully gain or keep employment
  • Therapeutic supports including behaviour support
  •  Help with household tasks
  • Help from a person skilled in aids or equipment assessment, set up and training.
  •  Home modification design and installation, mobility equipment, vehicle modifications.

What supports are not funded under the NDIS?

Under the NDIS Act, a support will not be funded if it:

  • Is not related to the participant’s disability
  • Duplicates other supports already funded by a different mechanism through the NDIS
  • Relates to day to day living costs that are not related to a participant’s support needs, or
  • Is likely to cause harm to the participant or pose a risk to others.

What can I do to get ready for the NDIS?

We have staff who are experts in the planning process. They can provide advice to assist you to make the most of your plan.

The NDIA has prepared the NDIS Planning Workbook, which can be found on the NDIS website: www.ndis.gov.au/participants/planning-process

Where can I get more information about the NDIS?

Call our NDIS experts today

1300 698 642


Or contact the NDIS


1800 800 110*, 8am to 5pm (AEST) Monday to Friday

For people with hearing or speech loss, TTY 1800 555 677

Speak and listen, 1800 555 727

For people who need help with English, TIS 131 450

*1800 calls from fixed lines are free. Calls from mobiles may be charged.


Retirement Living

We know you might have lots of questions about our retirement living communities. Here you’ll find the answers.

How do I know what retirement village is right for me?

Come and visit us for a tour! We’d love to show you around and introduce you to some of the residents, so you can get a better understanding of what it’s like to live at one of our retirement living communities.
We also recommend that you sign up to our database so you can learn more about the individual properties come on the market.

Is my home secure?

We consider your safety and security is of the utmost importance to us. At all our villages we have staff either one site or on call 24/7. Our staff, neighbours, 24hr call system and CCTV provide great peace of mind for our residents.

Can my pet move in?

Pets are absolutely welcome at all our retirement living communities, but we do ask you seek approval of management first. We want to make sure our communities are a wonderful place for those with and without pets, so we may ask you comply with a few guidelines to ensure a harmonious environment.

Do VMCH retirement living communities offer any care and support?

VMCH does offer a fantastic range of At-Home Aged Care services. If you need a little extra help at home and in the community, then we can provide the care you need. From cleaning, to shopping and allied health support. To find out more call 1300 698 624.

What's the different between retirement living and aged care?

Retirement living is for people over 55 who can live independently in their own homes, and can participate and enjoy the community lifestyle.

In contrast, residents who live in an aged care residence can no longer live at home independently and require daily care for their health and safety.

Can visitors stay with me?

Definitely! This is your home after all. Friends and family are welcome to stay with you for short periods. If you’re planning to have a visitor for an extended period of time, you’ll need to talk to the Manager.

Can I make changes to my home?

Generally, any variations or alterations to the apartments, such as new paint colour scheme, alternate floor coverings, installation of permanent fixtures and other modifications will require the consent of management.

Where are VMCH retirement communities located?

VMCH has retirement living communities across Camberwell, Deepdene, Clayton, Kyneton, Trentham, Eltham, Bacchus Marsh, Pakenham, Balwyn, Hawthorn, Brunswick West, Greensborough, Torquay, and Toorak.

Do I need advice before buying a new home at a VMCH retirement living community?

We recommend that you consult your solicitor and financial planner or accountant before making this important decision.

How secure is my investment?

You have the security of a 49-year lease. You may of course leave at any time of your own choosing.

Will I have to pay Stamp Duty or GST on my retirement village home?

No, stamp duty or GST are not applicable.

Are there weekly charges?

There is a weekly maintenance charge towards the operating cost of the communal facilities and services. This is set annually in relation to actual costs and in discussion with the resident committees at each of the sites.

What insurance am I responsible for?

You are responsible for insuring the contents of your home. Building insurance for your unit is included in the weekly maintenance fees.

What is the Deferred Management Fee (DMF)?

The DMF is really an ‘enjoy now, pay later’ arrangement. This fee contributes to the capital cost of the amenities. By deferring these costs, entry into our community lifestyle is more affordable. You pay these deferred fees when you leave from the ingoing price paid by the next resident, which, in recent times, has usually returned more than the amount you paid.

What emergency support is available?

A 24-hour emergency call service is provided to all residents and is included in the maintenance fees. Access to emergency assistance is by phone and pendant.

A little lost? Start here.

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