IRT Connect

What is IRT Connect?
IRT Connect is an app that offers an online community for IRT residents, customers, families, and representatives. It enables users to connect through video calls, stay updated with IRT news, read the village newsletter, access IRT’s contact information, and submit and monitor maintenance requests.

How do I download IRT Connect?
IRT Connect is free and can be downloaded from the Apple App store or the Google Play store. Simply search for ‘IRT Connect’, download the app, enter your login details and follow the steps to get started.

Where do I get my login details from?
If you are a current resident you will be provided with login details for your IRT Connect account in a letter or email from IRT. For any assistance please call IRT’s Customer Service team on 134 478.

I need help or cannot log into the app
If you have forgotten your login details or are having trouble downloading or logging into the app please call IRT’s Customer Service team on 134 478.

What devices are supported?
IRT Connect is compatible with Apple iPhones 6s and newer, iPads 2 and newer, and Android devices running version 7 or higher.

Is there a charge or subscription fee to use IRT Connect?
No. You can currently download the IRT Connect app for free. If we introduce a fee in the future we will give you notice and the option to end your free subscription.

What should I do if I need help or can’t login to IRT Connect?
If you are having trouble downloading or logging in to the app, please speak to your Retirement Village Manager, Retirement Village Officer, or a Resident Champion at your village. You can also contact IRT’s Customer Service team on 134 478.

What is a Resident Champion?
Resident Champions are people within your village who volunteered to be trained in how to use IRT Connect so they could provide informal support to their fellow residents. Your Retirement Village Manager has your Resident Champions’ details.

What if I am not receiving the notifications from my Retirement Village Manager?
To receive app notifications for village updates, newsletters, and Home Care service schedules changes (if applicable) ensure you’ve allowed IRT Connect to send notifications. Check your app permissions in your phone settings. For assistance, contact IRT’s Customer Service team at 134 478.

Can my family use IRT Connect?
Yes, you can invite your family to use IRT Connect. For assistance, please speak to your Retirement Village Manager or use the Contact IRT tile in the app to contact IRT’s Customer Service team on 134 478.

What if I later decide I no longer want my family to have access to the app?
Please call IRT’s Customer Service team on 134 478 to remove your family members access to your account.

Who can access my information on the app?
You will be provided with login details for your nominated next of kin or carer and you may choose to give them access to your IRT Connect account. This means they can access all of the same information you can see in the IRT Connect app and perform the same functions as you, such as raising a service request. You may also choose to invite other family members to use the app, in which case they will be able to see your information. If you have any further questions, please speak to your Retirement Village Manager or use the Contact IRT tile in the app to contact IRT or provide feedback.

Do my family and friends need the IRT Connect app to do a video call with me?
Yes. They will need to install IRT Connect on their device and be listed as a next of kin or family member on your user account. You will then be able to video call them.

How do I start a video call?
First you will need to ensure the person you wish to call has been added to user account and has an active IRT Connect account. If you would like to add a family member to your account please contact IRT’s Customer Service team on 134 478. That person will receive a message inviting them to install IRT Connect and set up their login details. Once this is done:
1. Open the IRT Connect app on your device.
2. Select the tile called Video Call.
3. Find the individual you want to call and press the call button underneath their profile picture.
4. To end the call, press the red ‘phone’ button on the screen.

How do I end a video call once it’s finished?
Press the red ‘phone’ button on your screen to end the call.

What do I do if my family or friend doesn’t answer?
If someone doesn’t answer your call on the first attempt, wait one minute and try again. If it is your first time calling them using IRT Connect, you might want to check that they have installed IRT Connect and are logged in.

What do I do if I accidentally end the video call?
If the call is initiated and drops out or you accidentally end it, simply call the family member back.

I have a loved one in an IRT aged care centre. How do I organise a video call with them?
If they have their own device and you have been added as a next of kin or family member to their user account the contact will appear in the Video Call tile.
If your loved one does not have their own device, you can arrange a video call using one of the shared devices at that site. To schedule a video call using one of the shared devices at site, simply call the aged care centre where your loved one lives to book an available time. Calls can be booked between Monday and Friday, 9.30am to 3pm. Our aged care centres have a limited number of devices on site, so we recommend booking in advance.

How do I view my village’s activity calendar?
To access your village’s activity calendar, press the tile labelled Village Activities.

How do I view the latest newsletter for my village?
To view the latest newsletter for your village, press the tile labelled Village Newsletter.

I need help or cannot log into the app
If you have forgotten your login details or are having trouble downloading or logging into the app please call IRT on 134 478.

Who can access my information on the app?
You will be provided with login details for your nominated next of kin or carer and you may choose to give them access to your IRT Connect account. This means they can access all of the same information you can see in the IRT Connect app and perform the same functions as you, such as requesting changes to your schedule. You may also choose to invite other family members to use the app in which case they will be able to see your information.

What if I no longer want someone to access my information on the app?
You can choose to remove access for your next of kin, carer or family member at any time. Please contact IRT on 134 478 for assistance.

Who can request changes to my schedule on the app?
Only you and your nominated next of kin or carer can make requests for changes to your schedule via the app. Other family members that you have invited to have access to the app will be able to view your schedule but will not be able to request changes; requests will need to come from either yourself or your nominated next of kin or carer.

How much notice is required if I need to request a change to a visit via the app?
You will only be able to request changes to visits 48 hours, or longer, in advance via the app. For changes to visits within 48 hours, please call IRT on 134 478. Please note that requested changes that are received after 4pm on a Friday will not be able to be reviewed before the following Monday by the IRT Scheduling team. Any essential requests after 4pm on a Friday should be made via phone to IRT on 134 478. Otherwise these requests will be actioned from 8.30am on the following Monday or business day.

How long does a requested change take to be reviewed?
Please note that requested changes made via the app after 4pm on a Friday will not be able to be reviewed and actioned before the following Monday. Any essential requests after 4pm on a Friday should be made by phoning IRT on 134 478. Otherwise, these requests will be actioned from 8.30am the following Monday.

How will I know my requested change to a visit has been actioned?
You will receive a notification via the IRT Connect app to confirm if a change has been able to be accommodated or not. In addition, each night your IRT Connect app will be updated so any changes will show on your schedule the next business day. You will notice that the visit you have requested a change for will be highlighted in yellow until the update is made.

Can I request a new visit via the app?
No. If you would like to request a new visit that is not currently on your schedule, please ring your Customer Relationship Manager or call IRT on 134 478 to discuss your needs. Your CRM or a team member can then update your care or service plan and any other documents.

I am receiving daily visit notifications, do I need to do anything with these?
The notifications you receive each day regarding upcoming visits do not require you to take any action. We have programmed these as reminders about upcoming services in case you haven’t looked at your schedule recently. You can turn these off by going to your phone’s notifications settings. If you cannot turn them off yourself please contact IRT on 134 478 for assistance.

How far in advance can I see my schedule of visits?
Approximately the next 28 days of visits are able to be viewed on the IRT Connect app. Please note you will not see visits where you have requested a change, or we have had to make a change and we are still finding the most appropriate carer for that visit. As soon as we have, the visit will appear for you to see the next day.

What if a visit is missing from my schedule on the app?
If you believe a visit might not be visible or is missing on your IRT Connect app please call us on 134 478 and ask to speak to a member of the Scheduling team in the first instance. The team member may transfer you to our App Support team if there are technical issues with your app.

When will my latest statement and invoice be available on the app?
We aim to make the latest statement and invoices available as early as possible each month. We anticipate by around the fifth business day of each month you should be able to view these on the app.

Are older statements and invoices available on the app?
The app provides a six-month statement history. The oldest statement is automatically removed when a new one becomes available. Please note that you will continue to receive statements and invoices via email or hard copy, depending on your preferred method.

Who has visibility of my statement and invoices?
Everyone that you have given access to will be able to see your statement and invoices on the IRT Connect app. This includes your nominated next of kin, carer and any other family member invited to the app.

Can I pay my invoices via the app?
No. You still need to pay your invoices the usual way outside of the app.

Is there a charge or subscription fee for using the app?
No. You can currently download the IRT Connect app for free. If we introduce a fee in the future we will give you notice and the option to end your free subscription.

Will the app have new features added in the future?
Yes. We will continually look to add new features and improvements to the app. We welcome your feedback and suggestions.

I can’t see the “Change my visit” or “Cancel my visit” button on my visit
If you are unable to see the “Change my visit” or “Cancel my visit” button, this is because your visit is occurring within the next 48 hours. Currently we can only accept requests for changes via the app to visits 48 hours, or longer, in advance. Please call IRT on 134 478 to request a change if less than 48 hours.

Getting started

Where do I get my login details from? 

You will be provided with login details for your IRT Connect account in a letter or email (for those with email addresses) from IRT.

What should I do if I need help or cannot log in to the app? 

If you have forgotten your login details, are having trouble downloading or logging into the app, or are experiencing any difficulties using the app please speak to you Care Manager or call IRT on 134 478. 

What devices are supported? 

IRT Connect can be used on Apple iPhone versions 6s and above, iPad 2 and above and Android 7 and above. 

Who in my family can use IRT Connect? 

Your nominated representative has been invited to use IRT Connect. They will be able to use the same features as you and will be able to video call you on your own device or via an IRT shared device. If they receive multiple services from IRT, there are still some features we’re working on to ensure the app will support their needs.

Can other family members use IRT Connect? 

Yes, in the near future. One of the app’s features includes being able to invite other family members to chat to you via video calling. We’ll let you know when this and other features become available. 

What if I no longer want access to the app? 

You can choose to remove your access to the app at any time. Please contact IRT on 134 478 for assistance.

Will the video calling function work interstate and overseas?

Yes, the IRT Connect video calling works in a similar way to What’s App using the internet to connect the call.

What if I no longer want my nominated representative to have access to the app? 

Please contact the Care Manager at your loved one’s IRT aged care centre or IRT’s Customer Service team on 134 478.

Is there a charge or subscription fee for using the app? 

No, IRT Connect is free. If we introduce a fee in the future we will give you notice and the option to end your free subscription. 

Who should I contact if I have further questions? 

Please speak to your Care Manager.

Video calling – where you have your own device

How do I video call my family?

If you have your own phone or tablet and you’re not relying on one of the shared devices on site, you can use IRT Connect to video call your family at any time.

Just click on the ‘Video Calls’ icon. You will then be able to choose the person you wish to call. Select the ‘Call’ button for the person you wish to call and the app will start calling them.

Your family will need to have downloaded IRT Connect and be logged into the app for the video call to ring on their device.

In the initial rollout of IRT Connect, you will only be able to call your nominated representative.

I share a nominated representative with another resident who also lives in an IRT aged care centre. Will my nominated representative be able to use IRT Connect to call both of us?

Yes, in the near future. As they support more than one resident, there are still some features we’re working on to ensure the app will support their needs.

I am not receiving calls / the app is not ringing – what should I do?

Once you have logged into the app and it is running in the background you can receive calls any time. 

If you have an Android phone or tablet, you will see your family’s name displayed on the screen when they call you. 

If you have an Apple phone or tablet, and the app is open at the time of the call, you will see your family’s name displayed on the screen when they call you. If your device is locked at the time of the call, you will receive a notification that you have an incoming call.  Tap on the notification to answer.

What happens if my family or I accidentally end the video call?

If the call is initiated and drops out, simply call your family back.

Video calling – using an IRT shared device

Booking a call

How does my family video call me if I do not have a device?

Our aged care centres have a number of shared devices available for residents to facilitate video calls using IRT Connect. Your nominated representative needs to contact the aged care centre to schedule a time to call you using the app. 

Will my family be able to call multiple times during the week?

Yes, you may have multiple calls during the week, however as there are a limited number of devices at each site, we’ve reminded your family to consider other residents and families when booking calls to ensure bookings can be managed fairly.

How do my family book a video call with me?

To schedule a video call using one of the shared devices at site, your nominated representative simply needs to call the aged care centre to book an available time. Calls can be booked between Monday and Friday, 9:30am to 3pm. 

We’ve also let your nominated representative know how to schedule a call with you.

Our aged care centres have a limited number of devices on site, so we recommend they book in advance.

Why can my family not call one of the IRT shared devices directly?

As the devices are shared across the IRT aged care centre, families are unable to make a video call to them. Your family can only receive IRT Connect video calls from an IRT shared device.

What if the site already arranges video calls for me and my family?

If your aged care centres has been arranging video calls with your family via an open schedule e.g. Tuesday between 9am – 11am, your aged care centre will continue these arrangements on the IRT Connect app.

What if we have been using other apps to video call my family e.g. Skype, What’s App or Messenger?

If you have an established process already in place with your site to video call your family, this will continue as normal using the IRT Connect app.  

Will we be able to continue to use other apps for video calling once IRT Connect is live? 

No, please use the IRT Connect app. We’re making it easier for our residents and their families to stay connected and manage their services with the IRT Connect app.  We’re working on releasing more features soon and welcome any feedback or suggestions you may have.

Receiving a call

Once my family has booked a call, how will I call them?

One of our employees will help you initiate the video call via the app at the scheduled time. 

How long will I be able to talk to my family?

As you will be using a shared device the call times will be managed to a schedule. Call durations will vary from 5 – 15 minutes depending on the size of the site. Your family will discuss this with your aged care centre when they book the call.

Once my family has booked a call, how will I call them?

One of our employees will help you initiate the video call via the app at the scheduled time.

What happens if I am unavailable at the time of the call or don’t want to call at the scheduled time?

Where we can, we will let your family know in advance. Otherwise, one of our employees will still start the video call at the scheduled time and let your family know you are unavailable. They can then arrange an alternative time for the call.

What happens if my family is unavailable at the time of the call?

One of our employees will help you initiate the video call via the app at the scheduled time.  If your family is not able to take the call they can decline the call and call the aged care centre to book an alternative time.

What happens if my loved one or I accidentally end the video call?

If the call is initiated and drops out, one of our employees will help you to simply call your family back.

Getting started

Where do I get my login details from? 

You will be provided with login details for your IRT Connect account in a letter or email (for those with email addresses) from IRT.

What should I do if I need help or cannot log in to the app? 

If you have forgotten your login details, are having trouble downloading or logging into the app, or are experiencing any difficulties using the app please call IRT on 134 478.

What devices are supported? 

IRT Connect can be used on Apple iPhone versions 6s and above, iPad 2 and above and Android 7 and above. 

Who can use IRT Connect? 

In the initial rollout of IRT Connect only residents and their nominated representatives have been invited to use IRT Connect. If nominated representatives receive multiple services from IRT, there are still some features we’re working on to ensure the app will support their needs. Future features will include being able to invite other family members to chat to loved ones via video calling. We’ll let you know when this and other features become available.

I am the nominated representative for more than one loved one. They both live in an IRT aged care centre. Will I be able to use IRT Connect to call both of them?

Yes, in the near future. As you support more than one resident, there are still some features we’re working on to ensure the app will support your needs.

What if I no longer want access to the app? 

You can choose to remove your access to the app at any time. Please contact IRT on 134 478 for assistance.

Will the video calling function work interstate and overseas?

Yes, the IRT Connect video calling works in a similar way to What’s App using the internet to connect the call.

What if I no longer want my nominated representative to have access to the app? 

Please contact the Care Manager at your loved one’s IRT aged care centre or IRT’s Customer Service team on 134 478.

Is there a charge or subscription fee for using the app? 

No, IRT Connect is free. If we introduce a fee in the future we will give you notice and the option to end your free subscription. 

Who should I contact if I have further questions? 

Please contact the Care Manager at your loved one’s IRT aged care centre or IRT’s Customer Service team on 134 478.

Video calling – where your loved one has their own device

I’m not receiving calls / the app is not ringing – what should I do?

Once you have logged into the app and it is running in the background you can receive calls any time.

If you have an Android phone or tablet, you will see your loved one’s name displayed on the screen when they call you.
If you have an Apple phone or tablet, and the app is open at the time of the call, you will see your loved one’s name displayed on the screen when they call you. If your device is locked at the time of the call, you will receive a notification that you have an incoming call. Tap on the notification to answer.

What happens if my loved one or I accidentally end the video call?

If the call is initiated and drops out, simply call your loved one back.

How do I video call my loved one?
If your loved one has their own phone or tablet and you’re not relying on one of the shared devices on site, you can use IRT Connect to video call them at any time. Just click on the ‘Video Calls’ icon and the app will start calling your loved one. Your loved one will need to have downloaded IRT Connect and be logged into the app for the video call to ring on their device.

Video calling – Using an IRT shared device

Booking a call

How do I video call my loved one if they do not have a device?

Our aged care centres have a number of shared devices available for residents to facilitate video calls using IRT Connect. Please contact the aged care centre where your loved one lives to schedule a time to call them using the app.

How do I book a video call with my loved one?

To schedule a video call using one of the shared devices at site, simply call the aged care centre
where your loved one lives to book an available time. Calls can be booked between Monday and Friday, 9.30am to 3pm. Our aged care centres have a limited number of devices on site, so we recommend booking in advance.

Will I be able to call my loved one multiple times during the week?

Yes, a resident may have multiple calls during the week, however as there are a limited number of devices at each site, please consider other residents and families when booking calls to ensure bookings can be managed fairly.

What if the site already arranges video calls for me and my loved one

If you have been receiving video calls from our aged care centres via an open schedule e.g. Tuesday between 9am – 11am, your aged care centre will continue these arrangements on the IRT Connect app.

What if I have been using other apps to video call my loved one e.g. Skype, What’s App or Messenger?

If you have an established process already in place with your site to video call your loved one, this will continue as normal using the IRT Connect app.

Will I be able to continue to use other apps for video calling once IRT Connect is live?

No, please use the IRT Connect app. We’re making it easier for our residents and their families to stay connected and manage their services with the IRT Connect app. We’re working on releasing more features soon and welcome any feedback or suggestions you may have.

Why can’t I call one of the IRT shared devices directly?

As the devices are shared across the IRT aged care centre, you are unable to make a video call to them. You can only receive IRT Connect video calls from an IRT shared device.

Receiving a call 

Once I have booked a call, who will call me?

One of our employees will help your loved one initiate the video call via the app at your scheduled time.

How long will I be able to talk to my loved one?

As you will be using a shared device, the call times will be managed to a schedule. Call durations will vary from 5 – 15 minutes depending on the size of the site. Please discuss this with your aged care centre when you book your call.

I am not receiving calls / the app is not ringing – what should I do?

Once you have logged into the app and it is running in the background you can receive calls any time.

If you have an Android phone or tablet, you will see your loved one’s name displayed on the screen when they call you.

If you have an Apple phone or tablet, and the app is open at the time of the call, you will see your loved one’s name displayed on the screen when they call you. If your device is locked at the time of the call, you will receive a notification that you have an incoming call. Tap on the notification to answer.

What happens if my loved one is unavailable at the time of the call

Where we can, we will let you know in advance. Otherwise, one of our employees will still start the video call at your scheduled time and let you know that your loved one is unavailable. You can then arrange an alternative time for the call.

What happens if I am unavailable at the time of the call?

One of our employees will help your loved one initiate the video call via the app at your scheduled time. If you are not able to take the call you can decline the call and call the aged care centre to book an alternative time.

What happens if my loved one or I accidentally end the video call?

If the call is initiated and drops out, one of our employees will help your loved one to simply call you back.