Key messages

  • The Victorian Home and Community Care program manual 2013 provides information and guidelines for funded organisations about program management, access and eligibility, and service delivery requirements.
  • The manual is available online, but service providers can print it in whole or in part.

The manual was written when the program provided services to people of all ages. The manual will be updated to reflect necessary changes as a result of the transition of responsibility of services for older people to the Commonwealth on 1 July 2016. 

The manual provides information and guidelines for HACC PYP funded organisations in Victoria. It includes information on program management, access and eligibility, and service delivery requirements. 

The manual has three parts:

  • Part 1: Overview and program management
  • Part 2: Eligibility and access
  • Part 3: HACC funded activities.

Each part contains links to other parts of the manual, as well as external links to relevant documents. The external links are located at the end of each section. They include links to downloadable HACC policy documents and guidelines.

The manual includes the following documents. Organisations must read them in conjunction with the summary text in the manual.

Using the manual online

The manual is designed to be used online.

Navigate throughout the manual using bookmarks or hyperlinks. In Acrobat Reader bookmarks are visible on the left hand side of the file. Hyperlinks appear throughout the manual.

The manual may be printed in its entirety, in parts or in chapters.

Updates to the manual

HACC-PYP Service Improvements 2019-20

HACC-PYP is targeted at people aged under 65 and Aboriginal people aged under 50 who need assistance with daily activities, including personal care, dressing, preparing meals, house cleaning, property maintenance, community access and using public transport. Clients may require this assistance due to physical and/or psychosocial functional impairment related to disability (for which they are not eligible for the NDIS), chronic illness and short-term health needs. 

In Victoria, there are significant reforms taking place across aged care and the disability sector. During this reform period, funded HACC-PYP service providers are encouraged to strengthen referral pathways and consider opportunities to renegotiate service mix, targets and funding to better meet the needs of clients not eligible for the National Disability Insurance Scheme (NDIS). For more information, see HACC-PYP Service Improvements 2019-20 factsheet.  

Café-style support guidelines

Café-style support is a service delivery model that offers social support to a person and their carer at the same time, in the same place. It is delivered in a community-based setting such as a café or similar community venue. The Café-style support service practice guidelines explain how to set up and run this style of service.


HACC-PYP eligibility factsheet – December 2019

Full manual

HACC program manual (complete)

Parts of the manual

Individual chapters of the manual

Part 1

What is the Home and Community Care program?

Legislative requirements

Victorian policy and program directions

HACC quality framework

Employee and related requirements

Program funding

Program planning

Reporting and data collection

HACC fees policy

Part 2

Eligibility and priority


Service coordination, assessment and care planning

HACC interface with other programs

Part 3

The Victorian approach to care: the active service model

Living at home assessment

Access and support


Allied health

Personal care policy

Domestic assistance


Property maintenance

Delivered meals and centre-based meals

Planned activity groups


Service system resourcing

Volunteer coordination

Flexible service response

Contact details