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.
Features
How can I find out more about the app and its features?
You can find out more at irt.org.au/irt-connect/. We have provided additional information, user guides and an information video for you to learn more about the app and explore its features.
Will the app have new features added in the future?
Yes, we will continually look to add new features and improvements to the app and welcome any feedback or suggestions you may have. We’ll let you know when new features become available.
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.