09. 'Support At Home' Your Questions, Answered.

Question: What is this blog about?

Answer: 

It answers frequently asked questions from older people, families and carers about the 'Support at Home' program.

Question: Who can I contact for help with my personal situation?

Answer: 

• Call Rural Lifestyle Options Australia on 1300 032 175

• Call the My Aged Care Contact Centre on 1800 200 422

• Visit an Aged Care Specialist Officer (ACSO) at select Services Australia centres

  
  

Question: How can I get printed information about Support at Home?

Answer: 

• Ask us to print it for you from our Main Office

• Ask at your local library

• Call National Mailing and Marketing on 02 6269 1000 to request a copy

• Order fact sheets from National Mailing and Marketing

• Speak with your home care provider if you’re already receiving care

  
  

Question: What happens when I move from a Home Care Package to Support at Home?

Answer: 

• You will transition on 1 November 2025

• Your budget will match your current funding level

• Unspent funds can be used for services like assistive technology or home modifications

• You will have access to all services without needing a reassessment

• You will need to sign a new or updated service agreement

• Service prices may change, but protections are in place to keep them reasonable and transparent

  
  

Question: How will I know what my contribution rate is?

Answer: 

• The department will send you a letter with details

• From 1 November 2025, Services Australia will confirm your rate and send a fee advice letter

• If more information is needed, you will be asked to provide income and asset details

• Use the fee estimator to preview your contributions

  
  

Question: What if I receive CHSP services?

Answer: 

• CHSP will transition to Support at Home no earlier than 1 July 2027

• To continue receiving CHSP services from 1 November 2025, you must have had an aged care assessment

• If you have already been assessed, you’ll continue receiving services

• If not, request an assessment before 1 November 2025

• If your needs become more complex, you may be eligible for Support at Home

  
  

Question: What services are covered under Support at Home?

Answer: 

The service list includes three categories:

• Clinical supports

• Independence

• Everyday living

  
  

Question: What category does osteopathy fall under?

Answer: 

Osteopathy is listed under ‘independence’ in ‘therapeutic services for independent living’.

Question: Is there a dementia supplement under Support at Home?

Answer: 

• Support at Home continues to support people with dementia

• Higher funding is available for those with complex needs

• Funding is based on assessments, including cognitive ability

• If you receive the Dementia and Cognition Supplement as of 31 October 2025, you will continue to receive it

Question: Can I still use Cabcharge and rideshare services?

Answer: 

Yes. These are listed under ‘indirect transport’ in the Support at Home service list.

Question: Will there be a cap on service prices?

Answer: 

• Providers currently set their own prices

• From 1 July 2026, the government will introduce price caps

• Providers must keep prices at or below the cap

• Your provider will inform you of any price changes before you agree to them

Question: Will providers charge administration fees on top of the service price?

Answer: 

No. Under Support at Home, the price for each service already includes administration costs. You won’t be charged extra for package management like you were under the Home Care Packages (HCP) Program.

Question: If I’m self-managing, why do I still pay a percentage of my budget to a provider for care management?

Answer: 

All participants receiving ongoing services will have 10% of their budget allocated to care management even if they self-manage. This covers oversight of quality, safety, governance and compliance.

Question: Can I use my AT-HM funding for occupational therapy assessments?

Answer: 

Yes, if the appointment is mainly for prescribing assistive technology or related services like education or follow-up. AT-HM funding covers products, equipment, home modifications and associated services. Occupational therapy is also listed under ‘Allied health and other therapeutic services’.

Question: Why do I have to pay a contribution for personal hygiene and showering?

Answer: 

Showering support falls under the ‘independence’ category, not ‘clinical supports’. Clinical supports are fully funded and must be delivered by qualified health professionals. Independence services, like showering assistance, help older people stay independent at home and require a participant contribution.

Question: What if I can’t afford to pay for my contributions?

Answer: 

You may be eligible for financial hardship assistance. If approved, the government will pay some or all of your aged care fees directly to your provider. To apply, complete the Aged Care Claim for financial hardship assistance form (SA462). Services Australia will assess your application within 28 days.

Question: What is the government doing about long wait times for assessments or services?

Answer: 

The government is working with assessment organisations to improve staffing, training, and systems to ensure timely assessments, especially as the new Aged Care Act begins.

Question: Will I need a Support Plan Review (SPR) every time my needs change?

Answer: 

Not always. You or your provider can request a review if:

• Your needs or goals change

• You need services not on your current plan

• A time-limited service ends

However, many changes can be managed without a full review. When transitioning from HCP to Support at Home, you won’t need reassessment to access different services.

Question: Who can I talk to about my rights?

Answer: 

• Call the Older Persons Advocacy Network (OPAN) on 1800 700 600

• Visit OPAN’s website

• Speak to an Elder Care Support worker at your local health service or visit the National Aboriginal Community Controlled Health Organisation’s website

Question: Will I receive more letters from the department about Support at Home?

Answer: 

Yes. The department will send letters to HCP recipients with details about:

• Your unspent funds

• Contribution rates based on your circumstances

  
  

You can also find more information on the My Aged Care website, speak to your provider, or contact OPAN or an Elder Care Support worker.

Question: How can RLOA help me?

Answer: 

At RLOA, our mission is to help you live well and for longer by staying in the home you love, supported by people who listen, understand and care.

Whether you are transitioning into Support at Home or want care support without waiting, we are here to ensure the journey is smooth, empowering and tailored to you.

Want to take the next step?

Get in touch with our team by calling 1300 032 175 or by emailing agedcare@rloa.org.au today!

08. How We Can Help You Transition To 'Support At Home'

From 1 November 2025 the Australian Government will replace the Home Care Package and Short-Term Restorative Care programs with the new Support at Home program. It’s a simplified and more flexible approach aimed at helping older Australians live comfortably and independently at home for longer. At Rural Lifestyle Options Australia (RLOA) we are here to guide you every step of the way through this transition with care, clarity and compassion.

What is 'Support at Home' and why it matters to you...

Support at Home is a streamlined aged care model under My Aged Care that replaces previous programs offering:

• Faster access to services, products, assistive technology and home modifications

• Expanded funding tiers and pathways for short-term care and ongoing support

• Personalised care tailored to your lifestyle, goals and changing needs

If you already receive a Home Care Package rest assured you keep your current funding level and unspent funds and you may even pay less out of pocket.

How RLOA makes your transition easy...

1. No Unexpected Surprises

You won’t lose funding during the switch. The government applies the “No Worse Off” principle meaning your financial contributions will stay the same or reduce compared to the previous program.

2. Tailored Support Plan from Day One

Our friendly Care Coordinators will help you create a personalised care plan designed around your lifestyle and changing needs.

You will get support with:

• Daily living tasks such as cleaning, laundry, shopping, gardening and minor home maintenance

• Personal care including grooming, mobility, mealtime assistance, continence and oral care

• Social & emotional wellbeing through companionship, mental stimulation activities and outings

3. Short-Term Pathways for Specific Needs

Support at Home isn’t only for ongoing care. It also includes short-term pathways:

• Restorative Care helps you regain independence with allied health services for a limited period

• End-of-Life Care supports comfortable living at home in life’s final stage

  
  

4. In-Home Assessments & Seamless Setup

• We can assist you through your aged care assessment and referrals via My Aged Care.

• From paperwork to care activation our team supports you through every step.

5. Private Support Services When You Need Them

• If you are waiting for government-funded services or prefer to begin support immediately our Fee-For-Service Private Support is available.

• You will have access to tailored aged care services without delay.

6. Personal Service with Rural Charm

Whether you are in the Redlands, Ipswich, Gold Coast, Logan or Scenic Rim RLOA brings care with a splash of country warmth directly to you building on over 30 years of local community-focused service. Your Next Steps

Step 1. Reach Out to Us

Call us on 1300 032 175 or email agedcare@rloa.org.au to talk through your situation and care goals.

Step 2. Begin the Transition or Private Support

We will guide you through your assessment or arrange for private care so you’re supported right away.

Step 3. Create Your Plan Together

Our team will help you build your personalised care plan, set up services and manage changes as your needs evolve.

Final Thoughts...

At RLOA our mission is to help you live well and for longer by staying in the home you love supported by people who listen, understand and care.

Whether you are transitioning into Support at Home or want care support without waiting we are here to ensure the journey is smooth, empowering and tailored to you.

Want to take the next step?

Get in touch with our team by calling 1300 032 175 or by emailing agedcare@rloa.org.au today!

07. The Role of Family and Friends in Your Support at Home Care Plan

At Rural Lifestyle Options Australia, we are committed to supporting older Australians with high quality and tailored Aged Care Home Care services. As the Australian government rolls out the new 'Support at Home' program, we understand that the changes may raise questions and concerns for our community.

To ensure that our participants and their families are well informed and prepared for these changes, we have developed a 'Support At Home' Blog Series. It aims to clarify the key aspects of the new program, including how it works, what services are available and how the transition will unfold.

Our goal is to provide clear, accessible information so that our clients can make empowered decisions about their care and continue to live independently and comfortably in their own homes.

Creating a Personalised Care Plan: The Key to Maximising Your Support at Home Services

When it comes to Support at Home services, the journey isn’t just about the care you receive, it's also about the role of your family and friends. Their involvement in your care plan is essential to ensuring that the services you receive align with your goals, lifestyle and needs.

In this blog post, we will discuss the vital role that your loved ones can play in your personalised care plan and how they can work with your care coordinator and service providers to create the best possible support structure for you.

We’ll also explore how to communicate effectively with family members and friends to ensure that everyone is on the same page.

Why Family and Friends Matter in Your Care Plan

While the professionals you work with (care coordinators, nurses and therapists) are vital to your Support at Home services, your family and friends can make a huge impact as well. Here are several reasons why their involvement is important:

1. Emotional and Social Support

Family and friends provide the emotional and social support that is just as important as physical care. Whether it’s offering companionship, providing reassurance or just being there to listen, loved ones help you maintain your mental and emotional well-being. This support can be invaluable, especially during times when you feel vulnerable or overwhelmed.

2. Assisting with Daily Activities

Depending on your needs, family and friends may be able to assist with certain daily tasks, like meal preparation, running errands, or helping with mobility. Even if they’re not directly involved in the Support at Home services, their assistance can help fill in the gaps and relieve pressure from professional caregivers.

3. Advocating for Your Needs

Family members are often your strongest advocates. They can help ensure that your care plan reflects your preferences and needs. Sometimes, navigating the healthcare system can be complex, and having a trusted family member who understands your situation can make all the difference in securing the right services for you.

4. Providing a Continuity of Care

Care needs can fluctuate, and having family or friends involved in your care plan ensures that you have a continuity of care when professional services are unavailable. Whether it's covering a shift when a caregiver is out sick or being there to help with extra care on particularly tough days, loved ones can fill in when needed.

How to Include Family and Friends in Your Care Plan

Including your family and friends in your Support at Home care plan is an important step toward ensuring that you receive holistic care that addresses your physical, emotional, and social needs.

Here are some ways to ensure their involvement:

1. Open Communication

It’s important to have open, honest communication with your loved ones about your needs, preferences and goals. Regularly share updates on your care plan, including any changes to your health or services. Let them know where you might need extra help or where you feel more independence is important.

2. Discuss Their Role

Not everyone is in the same position to provide care or support. Some family members might be able to assist with certain tasks, while others may prefer to focus on providing emotional support or advocacy. Have a clear discussion about what each family member’s role will be, and be sure to align this with your care plan. It’s essential that expectations are realistic and manageable.

3. Encourage Family Involvement in Care Planning

Family members can attend meetings with your care coordinator or participate in care planning discussions. This ensures that they fully understand the support being provided and can make suggestions based on their understanding of your daily routine and preferences.

4. Establish Boundaries

While family members can provide invaluable support, it’s important to set boundaries to ensure that you’re not overburdening anyone. Make sure that you’re balancing the help provided by family and friends with professional care services. It’s also crucial to encourage self-care for those who are helping you.

5. Leverage Technology for Support

In cases where loved ones may not be physically present, technology can help. Video calls, health monitoring apps, and digital communication tools can keep family and friends in the loop, enabling them to stay involved in your care plan even from a distance.

Challenges and Solutions for Family Involvement

While family support is essential, it can also come with challenges. Here are some common issues and how to overcome them:

1. Conflicting Opinions

Family members might not always agree on the best approach to your care. To overcome this, try to have open discussions where everyone can express their concerns, but ultimately defer to your wishes. If disagreements persist, a meeting with your care coordinator or a mediator might help to clarify the best course of action.

2. Burnout

Family caregivers can experience burnout if they are taking on too much responsibility. It’s important to recognise when someone is becoming overwhelmed and ensure that professional services are brought in to alleviate the strain. Caregiver support groups or respite care can also offer relief for family members.

3. Geographic Distance

Family members who live far away may find it difficult to participate in your care plan directly. Technology can help bridge this gap, but it’s also worth considering local community resources that can provide support when needed.

Final Thoughts...

Your family and friends play a vital role in the success of your Support at Home care plan.

By including them in the process and ensuring that their involvement is balanced, you can create a care plan that is both effective and sustainable. As your needs change, regular communication and adjustments to your care plan will help keep everyone aligned, ensuring that you get the best care possible while maintaining a strong support system.

In the next blog post, we’ll explore strategies for managing your Support at Home services during a health crisis or unexpected change in your circumstances.

Stay tuned for more details and feel free to ask any questions to our team by calling 1300 032 175 or by emailing enquiries@rloa.org.au today!