CHSP ↔ Lookout: Cross-reference glossary
A guide for new users: understand Commonwealth Home Support Program (CHSP) terminology and where it lives in Lookout.
→ Explore our CHSP article series to see how Lookout and CHSP work together to support your organisation.
How to use this guide
The Commonwealth Home Support Program (CHSP) is an entry-level, in-home aged care programme that helps older people live independently and safely at home and in their community, and provides respite to support their carers. It uses a range of standard terms across client management, service delivery, reporting, and claiming, many of which come from My Aged Care and the Aged Care Act 2024.
This guide maps those terms to their equivalent terminology and features in Lookout, helping you quickly identify where information is managed and actions are performed within the platform. Terms are organised by topic to make navigation easier.
Client Network: Care recipients and their key contacts
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Care recipient / Client | The older person receiving CHSP-funded aged care and support (also referred to as a "client" or "participant" depending on the program). | Member | Each Member has a profile and a Membership record. |
| Care worker / Support worker | The person delivering hands-on support (e.g. personal care, domestic help, meals). | Helper | Helper profile and details. |
| Allied health professional (e.g. physiotherapist, speech pathologist, occupational therapist, podiatrist, dietitian, exercise physiologist) | Qualified person delivering allied health and therapy support to help the client maintain or regain independence. | Third Party Provider (TPP) / Contractor |
Set up as a Helper with the Supplier/Clinician role and an engagement type of Contractor. They have a Helper profile, and their pricing is held in their Supplier price list. External providers can also be invited to the Provider Portal to receive and submit invoices. |
| Nurse (registered nurse, enrolled nurse, nursing assistant) / Nursing care | Clinical care and treatments delivered by qualified nurses to maintain or improve the client's health and wellbeing. | Clinicians | Choose engagement type: Helper/Clinician (Employee) or Contractor/Clinician (Third-party). Set up as Helper or Contractor with the Clinician role. They have a Helper or Contractor profile, and the specific nursing service delivered is recorded against them, with billing tracked under the relevant service category. |
| Volunteer | An unpaid person delivering support (common in CHSP for social support, transport and meals). | Helper (recorded as volunteer-delivered) | Helper profile; visits can be flagged as volunteer-delivered, which flows through to reporting. |
| Registered provider / Service provider / Approved provider | The organisation delivering CHSP-funded services, registered with the Aged Care Quality and Safety Commission and funded through a grant agreement. | Your organisation (the provider) | Set up as the company; holds the provider's registration and identifying details. |
| Outlet / Service outlet | The specific site or programme point through which a service is delivered and reported. | Outlet | Outlets are set up against your organisation, each with its own government identifier and the list of services it delivers. |
| Carer | The (often unpaid) family member or friend who supports the care recipient; CHSP provides planned respite to give them a break. | Roles (general) / Carer indicator | A role attached to the Member; whether the client has a carer is also recorded on the Member's funding details for reporting. |
| Registered supporter | Someone who helps the older person make and communicate their own decisions about their aged care. | Registered supporter | Profiles; role attached to the Member. |
| Appointed decision maker/Guardian / Enduring attorney / Active, | Someone with legal authority to make certain decisions on the client's behalf. | Appointed decision maker | Profiles; role attached to the Member. |
| Advocate/ Nominated contact (information only) | Someone who speaks on the client's behalf, or a contact who receives information only. | Sharer (view-only access) | Profiles; role attached to the Member. |
| Emergency contact | A person to be contacted if an emergency, incident, or urgent situation occurs involving the Member. They may be a family member, friend, carer, or other trusted contact. | Emergency contact | Profiles; key contacts attached to the Member. |
Top tip: Set up your Outlets before you schedule services. CHSP reporting ties every service back to the Outlet that delivered it, so each Outlet needs its government identifier and its list of services recorded correctly. Getting this right up front is what makes your Data Exchange reporting work later.
The client record, funding and service details
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Client Record | A care recipient's registration details, assessment, support plan and services received. | Membership | Member dashboard; Membership record in Settings. |
| My Aged Care client ID / CHSP client ID | The client's reference number used for reporting. | Funder / CHSP client ID | Members Dashboard under Funder. |
| Statistical Linkage Key (SLK) | A de-identified code used to link a client's records for reporting without revealing their identity. | Client identifiers on the funding details | Held on the Member's funding details; generated from the client's information. |
| CHSP funding / Grant agreement | How the client's support is funded and administered (CHSP is grant-funded and subsidised). | Funder / Funding scheme | Membership record in Settings, then Funding scheme; Member dashboard under Funder. |
| Consent | The client's recorded agreement to receive services, share their information and be contacted in future. | Consent settings on the funding details | On the Member's funding details. |
| Review / Reassessment (every 12 months) | Regular review of support services to ensure they still meet the client's needs. | Reassessment date / Tickets | Members dashboard under Membership; Ticket templates can be used as reminders. |
| Service group / Sub-programme (Community & Home Support; Care Relationships & Carer Support; Assistance with Care & Housing) | The broad category the funded support falls under. | Funding source | Funding sources assigned to visits, purchase orders and expenses. |
| Service agreement | The agreement between the client and provider, which must be in place before services start. | Agreement requests | Members dashboard under Agreement requests, and under Member Settings > Agreement requests. |
| Client contribution policy / Unit price | What can be charged and the charging rules (providers must publish how they set fees). | Rates / Products | Settings, then Rates, and the Member's Membership plan. |
| CHSP service type (e.g. domestic assistance, personal care, transport, meals, social support, home maintenance, home modifications, goods & equipment, respite) | A fundable service tagged with its official CHSP service type. | Service / Rate with a CHSP service type | Settings, then Rates; service types are also configured against your Outlets. |
→ Visit our article CHSP: Set up and configuration to start setting up your operations in Lookout.
Care planning and goals
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Support plan / Care and services plan | The record of the client's needs, goals and how those needs will be met (also called a care plan or goal plan). | Care Plan | The Member's Care Plan. |
| Goals | What the client wants to achieve (e.g. maintaining independence and staying safely at home). | Goals | Within the Care Plan. |
| Wellness & re-ablement / Restorative approach | Building on the client's own strengths and abilities to help them keep doing things for themselves, rather than doing everything for them. | Goals and care management activities | Recorded within the Care Plan and tracked through Tickets, Activity and Notebook. |
| Case management / Coordination | Support to help the client access and manage their services. | Care management activities | Records in Tickets, Activity, and Notebook. Surveys and Forms can be utilised. |
| Review meeting / Planning discussion | Meetings to develop or review the support plan with the client. | Tickets and Discussions | Tickets and Ticket discussions. |
Delivering and scheduling services
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Service delivered / Session | A booked instance of support. | Visit or Purchase order | Rostering / the Member's Roster. |
| Rostering a service (e.g. personal care, domestic assistance, transport) | Assigning the right worker to a booking. | Matching a Helper to a visit | Rostering. |
| Social support group / Group activity | A service delivered to several clients together. | Visit / Group activity | Rostering; sessions are recorded per client for reporting. |
| Respite service | A service that gives the carer a break, delivered at home, in a day/respite centre, or overnight. | Visit (respite service type) | Rostering; recorded against the appropriate respite service type. |
| Volunteer-delivered service | A service provided by a volunteer rather than paid staff. | Visit flagged as volunteer-delivered | Visit details; this flag flows through to reporting. |
| Sign in / Sign out | Recording the start and end of support. | Check in / Check out | Visit details; Punchcards. |
| Case note / Progress note | The record made after delivering support. | Check-out Note | Notes on a visit; feed into Observations and the Notebook. |
| Worker screening / qualifications the provider must hold | Credentials confirming a worker's suitability. | Verifications | Helper profile. |
| The client's specific worker requirements | Credentials the client requires their workers to hold. | Requisites | On the Member; Lookout warns you if a Helper doesn't meet them. |
Top Tip: Capture the right details for reporting as you go. CHSP reporting relies on measures such as time, quantity, trips, and meals. Recording these on the visit at the time of service, rather than reconstructing them later, keeps your Data Exchange report accurate.
Wanting specifics for creating and managing Members in Lookout? Visit our dedicated articles within our Lookout manual article series here.
Quality, safety and oversight
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Incidents | An incident that must be investigated. | Incident management (core or add-on) |
Tickets as an Incident report. Observations (raised automatically from check-out notes or manually). |
| Aged Care Quality and Safety Commission (the Commission) | The national regulator of aged care services, overseeing quality and safety and the Aged Care Quality Standards. | Incident management (core or add-on) | Incident records include a "reported to the Commission" date and a link to the relevant guidelines. |
| Aged Care Quality Standards | The strengthened standards providers must meet to stay registered. | Verifications and quality records Optional: Verification renewals (add-on) |
Worker credentials are tracked through Verifications; supporting records are held in the Notebook and against the provider. |
Contributions, reporting and claiming
| CHSP term | What it means | Lookout equivalent | Where you'll find it in Lookout |
|---|---|---|---|
| Client contribution / Client fee | The amount the client is asked to contribute towards the cost of their services (clients are never denied services if they can't afford to contribute). | Client contribution amount | Product rate selected for Visits and Purchase orders against all Members. |
| Data Exchange (DEX) report | The report submitted to the Department of Social Services' Data Exchange to record service delivery. | CHSP DEX report / export | Finance; generated using your Outlets and CHSP service types. |
| DEX validation / error report | The check that highlights data problems before submission. | DEX error report | Finance; review before submitting your DEX report. |
| Case / Outlet activity | The reporting grouping that ties a client to the outlet and service they received. | Case (built from the Member's client ID and Outlet) | Generated automatically for reporting from the Member's funding details and the Outlet. |
| Measures (e.g. time, quantity, trips, meals) | The details captured about each service for reporting. | Visit and session details | Captured on visits and sessions; feed into the DEX report. |
| Billing / claiming cycle | The regular process of generating charges. | Billing Run | Finance. |
| Statements / Invoices | Records of charges and contributions sent to the client. | Billing Recipient | Role attached to the Member; statements viewable in-app. |
| Data export | Extracting your service and client data for analysis. | Data export | Finance / Data export. |