Frequently Asked Questions

What services does the Support at Home Program provide?

The Support at Home Program gives you access to a wide range of services designed to support your independence, safety, health, and wellbeing at home.

Your funding can be used for services that are:

• Related to your assessed care needs
  
• Agreed to in your care plan
  
• Within your available funding
  

You have flexibility and choice over how your funding is used. If you wish, you can also pay privately for additional services outside your funded care.

Types of services available

Support at Home services fall into three main categories, each with different funding and contribution rules.

Clinical supports

Fully government funded – no personal contribution

These services focus on medical and health-related care and include:

• Nursing care
  
• Wound management
  
• Diabetes management
  
• Stoma and continence care
  

Allied health services such as physiotherapy, occupational therapy, podiatry, speech pathology, and dietetics

Independence supports

A moderate personal contribution may apply

These services help you stay safe, mobile, and independent at home, including:

• Personal care (showering, dressing, grooming, continence support)
  
• Domestic assistance (cleaning essential areas, laundry, bed making)
  
• Meal preparation and assistance with eating
  
• Transport to medical and health appointments
  
• Medication reminders and safety monitoring
  
• Social support and community participation
  
• Mobility aids and safety equipment
  
• Minor home modifications

 

Everyday living supports

Higher personal contribution may apply

These services support day-to-day living and include:

• Gardening and lawn maintenance
  
• Shopping assistance
  
• Meal delivery services
  
• Companionship and social outings

What Support at Home funding can’t be used for

Government funding cannot be used to pay for:

• Rent or mortgage payments
  
• Household bills
  
• General groceries or takeaway food
  
• Gambling
  
• Holidays or entertainment not related to care
  
• Services already covered by Medicare or the Pharmaceutical Benefits Scheme
  
• Services already funded by another government program

How much care can I receive?

Support at Home does not provide a fixed number of care hours.

Instead, you receive a funding allocation based on your assessed needs. This funding can be used flexibly for:

• Hours of care
  
• Allied health services
  
• Equipment and supports
  
• A combination of services that best meet your needs
  

Your care and funding can be adjusted over time if your needs change.

Care management and coordination

Care management (also known as care coordination or case management) provides professional support to help you make the most of your funding.

This includes:

• Developing and reviewing your care plan
  
• Coordinating services and providers
  
• Managing your care budget
  
• Adjusting supports as your needs change
  
• Helping you navigate the aged care system
  

The level of care management is agreed with you and included in your service arrangement.

Case managers sometimes have another title such as care manager, adviser, care facilitator, care coordinator etc.

Your Support at Home agreement

When you start Support at Home, you’ll enter into a service agreement with your provider. This outlines:

• The services you’ll receive
  
• Fees and contributions
  
• Your rights and responsibilities
  
• The provider’s responsibilities
  
• How changes or exits are handled
  

This agreement is legally binding, so it’s important to understand it before signing.

Providers and service providers – what’s the difference?

• A Support at Home provider manages your funding and overall care arrangements.
• A service provider delivers the actual services, such as personal care, cleaning, gardening, or allied health.
  

Some providers deliver services using their own staff, while others coordinate external service providers. Both are allowed under the program.

Can I change providers?

Yes. Support at Home is consumer-directed, which means you can change providers if your needs or preferences change.

Before switching:

• Check your service agreement for notice periods or exit fees
  
• Confirm your new provider can meet your care needs
  

If you’re happy with your current provider, there’s nothing you need to do.

Need help getting started?

Understanding aged care doesn’t have to be hard.

Call us on 1300 180 888 and we’ll help you understand your options, your funding, and how to make the most of the Support at Home Program — without paying unnecessary fees.