Making Sense of the Support at Home Program in Aged Care

If you work in aged care, you’ve probably already felt it — the new Support at Home program is a big shift from the way things have been done under home care packages.

At its heart, the reform is about giving older Australians more choice and control in their aged care. But for providers, it also brings a new level of complexity. New rules, new expectations, and much more detail around pricing, service agreements, and compliance with aged care standards.

So what does this really mean day-to-day for aged care providers?

From Bundled Packages to Individual Services

Under the old home care packages model, funding was bundled together and fairly predictable. The Support at Home program breaks services down in more detail, with clearer links between what is approved to be delivered and what is claimed.

This can be a good thing — especially for clients interested in self-managed aged care — but it does mean providers need better visibility over services, budgets, and claims. Trying to manage this with spreadsheets or disconnected systems can quickly become overwhelming, especially when coordinating with associated providers.

From No Payments to Co-Payments

Under Support at Home, clients assessed and approved for a package after 24/09/2025 will need to contribute to services such as personal care, gardening, cleaning, and transport – depending on their assessed income.

Aged care providers are going to move from hardly processing any client payments under the Home Care Packages program to almost everyone having to contribute to their own care, impacting pricing structures.

Transparency is Now Non-Negotiable

One of the clearest messages in the reform is transparency. Providers need to clearly show how client funds are being used, how pricing is set, and how services align with the program rules.

That’s not just about good communication — it’s about meeting the strengthened aged care standards and being able to back everything up with accurate records if you’re audited. Robust service agreements are key here.

Why the Right Software Makes All the Difference in Aged Care

The Support at Home program has changed the role of technology in community aged care. Good software is no longer just about rostering or invoicing — it’s about keeping your whole operation running smoothly and compliantly with aged care standards.

Modern aged care software helps providers:

Track client budgets in real time
Manage detailed service lists and claims
Generate clear, compliant service agreements
Support flexible and self-managed aged care arrangements
Reduce manual work and avoid costly mistakes

Many providers are also delivering services across multiple programs, which is where overlap with disability support software becomes important. Having one platform that understands both environments can make a huge difference, especially when working with associated providers.

Built for Australian Aged Care Providers

With the shift to Support at Home, having the right home care software which Australian-based providers can rely on is more important than ever. Systems need to reflect Australian funding rules, reporting requirements, and workforce realities — not be adapted from overseas models.

At VIPS Care (internal link), we’ve built our software specifically for this aged care environment. We understand the challenges providers are facing because we’ve been working alongside the sector as these changes have unfolded.

The Support at Home program is still evolving, but one thing is clear: aged care providers with the right systems in place will be better equipped to adapt, stay compliant with aged care standards, and focus on delivering great care.