CRM Software for CHSP Providers in Australia

Understanding CHSP Requirements

The Commonwealth Home Support Programme (CHSP) is the entry-level aged care program supporting older Australians to live independently at home. CHSP providers deliver services ranging from domestic assistance to allied health, all operating under specific reporting and compliance requirements.

Unlike residential aged care with its extensive regulatory framework, CHSP providers often operate as part of broader community service organisations—charities, local councils, and NFPs delivering multiple programs. This creates a technology challenge: you need aged care-specific capabilities within a system that serves your whole organisation.

CHSP Minimum Data Set (MDS)

CHSP providers must collect and report client-level data through the Minimum Data Set. This includes:

Client Demographics

• Statistical Linkage Key (SLK)
• Date of birth, gender, Indigenous status
• Country of birth, preferred language
• Living arrangements and accommodation type
• Carer availability and carer status

Referral Information

• Referral source (My Aged Care, GP, hospital, self)
• Referral date and assessment date
• Referral reason and priority

Service Information

• Service types delivered
• Service start and end dates
• Service hours or units
• Exit reason when services conclude

Functional Assessment

• Assistance required with daily activities
• Mobility and communication capacity
• Changes in functional status over time

A properly configured CRM captures this data during normal client interactions—not as a separate compliance exercise.

CHSP Service Types

CHSP funds a range of service types. Your CRM should track whichever services your organisation delivers:

The Programs & Services module configures to match your specific service catalogue, with service-type-specific data capture as required.

DEX Reporting for CHSP

CHSP providers report through the Data Exchange (DEX) framework. This includes the MDS data plus SCORE outcome measures:

• Circumstances: Changes in client's situation across domains like health, daily living, and social connections
• Goals: Progress toward client-identified goals
• Satisfaction: Client experience with services
• Community: Broader community outcomes for group activities

CRM captures SCORE data during service delivery—baseline at intake, progress during service, exit assessment when services conclude. Reports generate automatically in DEX-compliant format.

Wellness and Reablement

CHSP operates under a wellness and reablement approach—helping clients maintain or improve independence, not just providing ongoing support. CRM supports this philosophy through:

Goal-Focused Care

Document client goals at intake. Track progress toward goals during service delivery. Celebrate achievements and adjust plans as needed.

Functional Tracking

Capture baseline functional assessment. Monitor changes over time. Identify when clients are ready to step down intensity or exit services.

Service Intensity Adjustment

Track service levels over time. Document rationale for increasing or decreasing support. Support the move from intensive reablement to maintenance services.

Outcome Measurement

Demonstrate that services produce outcomes—not just activity. Show funders that your reablement approach delivers results.

Client Management for Aged Care

The Client & Case Management module provides aged care-appropriate client management:

• Comprehensive profiles: Medical conditions, medications, GP details, emergency contacts, advance care directives
• Service history: Complete record of all services delivered, service hours, and outcomes
• Care plans: Documented care plans with goals, interventions, and review schedules
• Alerts and flags: Medical alerts, falls risk, cognitive impairment, special requirements
• Family/carer involvement: Track carer relationships, communication preferences, involvement in care planning

Referral Pathway Tracking

CHSP clients arrive through various pathways:

• My Aged Care: Formal referrals through the national assessment system
• RAS assessments: Regional Assessment Service referrals
• Hospital discharge: Transition care and discharge planning
• GP referrals: Direct referrals from general practitioners
• Self-referral: Clients or families contacting your organisation directly

The Intake module tracks referral sources, referral-to-assessment timeframes, and conversion rates. This data helps demonstrate your role in the aged care system and supports funding acquittals.

Scheduling and Workforce

While CRM isn't a full rostering system, it captures the service delivery data that feeds scheduling decisions:

• Service requirements: What services each client needs and when
• Client preferences: Preferred days, times, and workers
• Service delivery records: What was actually delivered, by whom, and when
• Capacity tracking: Service volumes and trends for workforce planning

Integration with dedicated rostering systems is possible where required.

Compliance and Security

Aged care clients are vulnerable populations. Security matters:

• Australian data hosting: All data stored in Microsoft's Sydney and Melbourne datacentres
• Access controls: Staff see only clients and data relevant to their role
• Audit trails: Complete record of who accessed what client data and when
• Field-level security: Sensitive health information restricted to clinical staff
• Privacy compliance: Tools for managing consent, data retention, and access requests

See full security details.

For organisations also delivering NDIS services or other programs, the ACNC compliance and Compliance & Reporting module provide governance infrastructure across your whole organisation.

Integration with Aged Care Ecosystem

CHSP providers often need to work with:

• My Aged Care: Referral acceptance and client status updates
• Accounting systems: Xero, MYOB for financial management
• Rostering systems: Staff scheduling and time capture
• Microsoft 365: Email, documents, collaboration

Microsoft Dynamics 365 integrates with these systems through APIs and Power Automate workflows.

Implementation for CHSP Providers

CHSP-focused implementation typically includes:

1. Service configuration: Set up your specific CHSP service types
2. MDS field mapping: Configure fields to capture required MDS data
3. DEX reporting: Set up SCORE capture and report generation
4. Client migration: Import existing client data from spreadsheets or legacy systems
5. Workflow design: Configure intake, service delivery, and exit workflows
6. Staff training: Train staff on new processes and data capture requirements

Implementation typically takes 6-10 weeks for CHSP-focused deployments. Learn about our implementation process.