FAQ- Support at Home Program

The Support at Home program is a government-funded initiative designed to help older Australians (generally over 65) remain living independently and safely in their own homes for as long as possible. The program provides funding for a wide range of services tailored to individual needs, including personal care, nursing, allied health, assistance with household tasks, home modifications, and transport. Unlike the previous Home Care Packages system, Support at Home delivers funding through a more streamlined structure, with participants receiving an individual budget based on their assessed care needs. This funding is intended to be more flexible and responsive, allowing services to be adjusted as needs change over time. Participants have choice and control over how their services are delivered and which providers they engage, supporting a more personalised approach to care. To access the program, individuals must undergo an assessment through the aged care assessment process to determine their eligibility and the level of support required.

Eligibility for the Support at Home program is determined through an assessment process conducted by an Aged Care Assessment Team (ACAT) or the Single Assessment System. Eligibility is generally based on the following: Age: Individuals are typically aged 65 years or older (or 50 years or older for Aboriginal and Torres Strait Islander people). In some cases, younger people with care needs may be eligible if they are not better supported through other programs. Care Needs: Applicants must have care needs that cannot be met through informal supports (such as family or community services) or lower-level aged care services. The assessment will determine the type and level of support required, which informs the individual’s funding and services under Support at Home. Once assessed as eligible, individuals receive an approval and are assigned a budget aligned to their assessed needs, rather than being placed into a package level. Timeframes for receiving services may vary depending on priority and service availability. You can check your eligibility or start the process using the My Aged Care website.

There are several ways to begin an application for an assessment under the Support at Home program: Your GP can refer you directly to My Aged Care. If you have been in hospital, a hospital discharge planner can also arrange a referral. A Just For U Care consultant can assist by explaining the process and guiding you, however you or your representative will still need to contact My Aged Care directly to proceed. You can also contact My Aged Care on 1800 200 422 to make a self-referral and request an assessment. My Aged Care is available Monday to Friday: 8am to 8pm and Saturdays: 10am to 2pm. Alternatively, you can apply online via the My Aged Care website if you meet the eligibility requirements. The application process generally involves: Stage 1: Your situation – Answer questions about your current circumstances and support needs. Stage 2: Your details – Provide your personal information. Stage 3: Arrange the assessment – Provide contact details so an assessor can get in touch to organise your assessment. You can begin your application online through the My Aged Care website.

The following services offered by Just for u Care can be delivered under the Support at Home program, depending on your individual needs and approved funding: Clinical Care Nursing services, including wound care, skin integrity support, and clinical monitoring Medication support and health management (as appropriate) Allied health services (such as physiotherapy, occupational therapy, and other therapies as required) Independence Support Personal care, including assistance with bathing, hygiene, and grooming Mobility support, including help with transfers and safe movement around the home Transport assistance to appointments, shopping, and community activities Social support to help you stay connected and engaged in your community Everyday Living Support Meal preparation and nutrition support Domestic assistance, including cleaning, laundry, and light gardening to maintain a safe home environment Care Coordination Support planning and coordination to ensure your services are appropriate and continue to meet your needs Contact us on 03 9578 3024 to discuss our full list of services.

The Support at Home program and the Commonwealth Home Support Programme (CHSP) are both government-funded initiatives designed to help older Australians remain living independently in their own homes. However, there are some key differences between the two programs: Support at Home Designed for individuals with more complex or ongoing care needs who require a coordinated and flexible range of services to support their independence at home. Eligibility is determined through an aged care assessment (ACAT or Single Assessment System), which identifies the individual’s support needs and assigns an appropriate level of funding. Participants receive an individual budget based on their assessed needs, allowing for greater flexibility and choice in how services are delivered and which providers they engage. Commonwealth Home Support Programme (CHSP) Aimed at individuals with lower-level care needs who require entry-level or short-term support to remain independent. Access is typically through a My Aged Care screening and, in many cases, a lighter-touch assessment process compared to Support at Home. CHSP provides specific, subsidised services (such as domestic assistance, meals, or transport) through local providers, rather than an individualised budget.

The Support at Home program (SAH) and the National Disability Insurance Scheme (NDIS) are both government-funded programs that provide support services, but they are designed for different groups of people and have different objectives: 1. Target Population: Support at Home (SAH): Provides support for older Australians, generally aged 65 years and over (or 50 years and over for Aboriginal and Torres Strait Islander people), who need assistance to remain living independently at home. The focus is on supporting people as they age, including help with daily living and health-related needs. NDIS: Supports individuals under the age of 65 with permanent and significant disabilities that impact their daily life. The NDIS focuses on helping participants achieve their goals, increase independence, and participate in the community, education, and employment. 2. Scope of Services: Support at Home (SAH): Provides services such as personal care, nursing, allied health, domestic assistance, and transport. The program is focused on ageing-related support and maintaining independence at home. NDIS: Offers a broader range of supports tailored to individual goals, including therapies, assistive technology, home modifications, employment support, and social participation. Supports are often more diverse and goal-oriented. 3. Assessment Process: Support at Home (SAH): Eligibility and support needs are determined through the aged care assessment process (via the Single Assessment System), which identifies the level of funded support required. NDIS: Eligibility is based on strict criteria relating to age, residency, and disability. Participants undergo an assessment process to determine their supports, which are then outlined in an individual NDIS plan. In general, Support at Home is designed for age-related care needs, while the NDIS is designed for people living with a permanent and significant disability. In general, Support at Home is designed for age-related care needs, while the NDIS is designed for people living with a permanent and significant disability.

Under the Support at Home program, there are no longer set package levels (like Levels 1–4). Instead, support is based on an individual assessment of your care needs. Following your assessment, you will be allocated a personalised budget that reflects the level of support you require. This budget can be used flexibly across a range of services to help you remain safe and independent at home. In general, support may range from: Lower-level support: For those needing occasional assistance, such as help with cleaning, meals, shopping, or transport. Moderate support needs: For individuals requiring more regular assistance, including personal care, multiple weekly visits, and some clinical or allied health services. Higher-level support: For people with more complex needs who may require frequent or daily support, including nursing care, allied health, and more intensive assistance at home. Support at Home is designed to be more flexible than the previous Home Care Packages system, allowing services and funding to be adjusted over time as your needs change. See classifications below;

The usual turnaround from sign-up to commencement of services varies dependent on the needs and goals of the client. This framework is determined during our initial assessment with the client. Generally, there is a 2 week turnaround from signing up with Just for u Care to the actual commencement of services. In addition, funds need to accrue to ensure the client's Support at Home package does not go into overspend.

Under the Support at Home program, funding is designed to be used to meet your ongoing care needs, but unused funds do carry over to the next quarter. When a participant has unspent budget at the end of a quarter, the funds will automatically carry over in their Home Support account to the next quarterly budget period. The carryover amount is capped and will be the higher of: a capped amount of $1,000, or 10% of their quarterly budget (inclusive of supplements). This means that the maximum amount available for a participant in any quarter is their current quarterly budget plus the allowable carryover from the previous quarter. Your provider can help you plan and manage your budget so that your supports are available when you need them.

There is an option for a person to fund extra services privately if the Support at Home Package does not cover the full needs of the client. The package can manage the core services and the client will be invoiced separately for the additional services not covered by their package. If the level of the package is not sufficient to meet the client’s needs, there may be an option to apply for a higher level package. This is dependent on whether the client requires nursing or personal care or have experienced a decline in their health. If you wish to request additional in-home care services outside of your Support at Home package covered services, please contact us.

To start, you will need to check the Support at Home Agreement you have with your current provider. Most providers request 14 days notice to switch providers. You will need to contact your current provider and “ give notice” of intent to transfer your package to another provider. You will also need to contact My Aged Care to advise of the request to transfer your package to another service provider and to ask for a reactivation of the referral code. Please call My Aged Care on 1800 200 422 or visit the My Aged Care website. You can also provide the referral code to Just for u Care so you can be placed on the Just for u Care waitlist in My Aged Care. Our team will be in contact with you to advise on the commencement of our in-home care services according to your needs.