Making Sense of the Support at Home Program in Aged Care
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 the previous home care packages program
At its heart, the reform is intended to give 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 claims were submitted in bulk. 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- with a line item per service per client when claiming.
Providers not only need smart rostering to only include services on the client’s Support Plan, but very slick accounting systems to reduce administrative costs. Trying to manage this with spreadsheets or disconnected systems can quickly become overwhelming.
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. Clients need transparent pricing and providers need slick invoicing mechanisms.
Provider managed or self- managed
The new Aged Care Act allows clients to self-manage all or some of their services, using their Support at Home funding. This means that clients can choose who will deliver the service, when they come and exactly what they do when there – giving them agency in their own care.
But… the provider remains responsible for every service delivered- even if the client has chosen the contractor.
Providers need to undertake checks on the contractor and ensure the service fits with the client’s Support Plan. For their trouble, they can add up to 10% loading onto each self-managed service invoice.
This extra 10% goes against the package, is not paid to the contractor and any client contribution is calculated on the loaded final figure.
Associated Providers
Associated Providers deliver contracted services on behalf of providers. They undertake all checks on their staff and have an agreement with the provider which ensures only qualified staff deliver services.
The new Aged Care Act demands Associated Providers have all client information at the time of service and leave an evidentiary trail of notes showing who attended, what was completed and any other information for care managers to review and staff to access during subsequent services..
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 and clear client statements 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 home and community aged care. Good software is no longer just about rostering or invoicing — it’s about keeping your whole operation running smoothly and remaining compliant with aged care standards.
Smart aged care software helps providers:
- Track client budgets in real time – including calculating client contributions
- Manage detailed service lists and claims, so your claim to Services Australia gets paid
- Generate clear, compliant service agreements and client statements
- Support flexible and self-managed aged care arrangements
- Reduce manual work and avoid costly mistakes
- Managed Associated Providers, delivering services on their behalf
Many providers deliver services across multiple programs, which is where overlap with disability support software becomes important. Having one platform that understands both environments makes a huge difference..
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, we’ve built our software specifically for this aged care environment- collaboratively with our provider partners. 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, focus on delivering great care- and thrive.