Care & Daily Living

• Personal Care (Showering, Grooming, Dressing)
• Companionship & Social Connection
• Meal Preparation & Shopping
• Transport To Appointments & Outings
• Domestic Help (Cleaning, Laundry, Home Organisation)
• 24/7 In-Home Care, Including Overnight Services
• Spring Cleaning
• Meal Delivery Services
• Cab Charge

Nursing Care

• Medication Management
• Wound Care & Chronic Disease Support
• Palliative & Complex Care
• Health Monitoring & Wellness Checks
• RN Case Manager Oversight

Allied Health (In-House Team)

• Physiotherapy – Mobility, Strength, Falls Prevention
• Occupational Therapy – Independence & Home Safety
• Podiatry – Foot Care & Mobility Support

Home & Garden

• Gardening & Lawn Maintenance
• Safety Modifications (Rails, Ramps, Falls Prevention)

Is Support at Home Program the same as Home care Program?

From 1 November 2025, the new Support at Home program will replace the current Home Care Packages (HCP) program.

The Support at Home program is designed to make it simpler for older Australians to access the care and support they need — including services, equipment, assistive products, and home modifications. The aim is to help people stay healthy, independent, and connected to their community.

If you’re currently receiving a Home Care Package, you’ll be automatically transitioned to an equivalent Support at Home package, with no disruption to your care.
For more information, visit the Support at Home page.

What’s Changing

• 8 levels of ongoing support plus short-term pathways – A more personalised system that ensures your funding matches your care needs.
• Upfront funding for Home Modifications and Assistive Technology – You’ll no longer need to save from your care budget to purchase essential equipment or home upgrades.
• Capped Care Management costs – A set portion of your funding goes toward support from a Care Designer or service coordinator, who will help you navigate and manage your care plan.
• Fair and transparent participant contributions – You’ll only pay for the services you actually use. Contributions are charged at a fixed percentage of the service price, calculated per hour (or per unit of service).
  For example: if you receive two hours of personal care, your contribution is based only on those two hours.
  How contributions are calculated
  Your contribution rate depends on:
  • The type of service – Essential clinical care has a lower contribution rate than general services such as domestic help or gardening.
  • Your financial situation – Factors like your Age Pension status, Commonwealth Seniors Health Card, and income or means are considered to make contributions fair and affordable.

Grandfathered Transitioned Support at Home Recipients

What does ‘grandfathering’ mean?

‘Grandfathering’ allows existing clients to continue receiving services or benefits under previous terms and conditions, even when new rules come into effect. This ensures that clients are not disadvantaged by changes that apply to new participants.

In the Support at Home Program, grandfathering arrangements apply specifically to participant contributions.

Who is a Grandfathered Recipient?

Under the Support at Home reforms, a grandfathered Home Care Package (HCP) recipient is someone who, on 12 September 2024, was:

• Receiving a Home Care Package, or
• Listed on the National Priority System, or
• Assessed as eligible for a package

Grandfathered recipients moving to the new Support at Home Program will keep their existing contribution rates and primary supplements. This means they will not be worse off under the new model.

Who is a Non-Grandfathered Recipient?

A non-grandfathered transitioned recipient is someone who, on 12 September 2024, was:

• Not receiving a Home Care Package, and
• Not on the National Priority System, and
• Not assessed as eligible for a package

These recipients will move to the new Support at Home Program under the new contribution rates and will not retain the previous HCP arrangements.

Financial Impact

• Grandfathered clients will continue to pay the same—or lower—contribution rates as under the current Home Care Package Program, even if they are reassessed into a higher Support at Home classification.
• Non-grandfathered clients will pay the new contribution rates set under the Support at Home Program.

How do I apply ? How to Apply for Support at Home
Applying for the Support at Home (SAH) program is simple and begins with an assessment through My Aged Care, the Australian Government’s entry point for aged care services.

Step 1: Contact My Aged Care
Call 1800 200 422 or visit the My Aged Care website.
You’ll be asked a few questions about your health, daily routines, and living situation to help start your assessment.

Step 2: Get Assessed
A qualified assessor from the Aged Care Assessment Team (ACAT) or Regional Assessment Service (RAS) will meet with you—either at home or over the phone.
They’ll confirm your eligibility and determine the level of support you’re entitled to under the Support at Home program.

Step 3: Receive Your Approval and Budget
Once approved, you’ll be assigned a Support at Home classification level, which outlines your quarterly budget and the types of services you can access.

Step 4: Choose Your Care Provider
You can then choose a government-approved home care provider—such as Nurse Next Door—to deliver your care and support services.
At Nurse Next Door, our Care Designers, who are experienced Registered Nurses, will:

• Create a personalised care plan tailored to your needs.
• Match you with the right caregivers.
• Adjust your services as your needs change.

This approach ensures you receive safe, flexible, and high-quality care, helping you make the most of your Support at Home funding.

Estimated Wait Times for the Support at Home Program

Wait times for Support at Home depend on several factors, including your assessment outcome, priority level, and the availability of funding.

After completing your My Aged Care assessment, you’ll be placed on the National Priority System—the same system currently used for Home Care Packages. Your wait time will be determined by the urgency of your needs, with those requiring higher levels of care being assigned packages sooner.

The Australian Government aims to make the new Support at Home system fairer and more transparent, with clearer timelines and quarterly budget releases.

What to Expect

• If your needs are urgent, you may be offered interim or short-term services while waiting for your full Support at Home package.
• Current Home Care Package recipients will transition automatically into the Support at Home program from November 2025, with no interruption to services.
• Because wait times can vary depending on your location and local demand, True Hands can provide private care services to support you while you wait for your government-funded package to begin.

What Services Can I Access Under the Support at Home Program?

The Support at Home program is designed to help older Australians access the right combination of services to stay safe, independent, and connected in their own homes.
Services are grouped into three main categories:

1. Clinical Care
   Health and nursing services provided by qualified professionals to support your medical needs, such as:
   • Nursing care – wound management, medication support, and health monitoring
   • Allied health therapies – including physiotherapy, podiatry, and speech therapy
   • Continence and specialised clinical care
2. Independence Support
   Services that help you maintain your daily routines and confidence at home, including:
   • Personal care – assistance with showering, dressing, and grooming
   • Mobility and transfer support
   • Medication management
   • Meal preparation and nutrition assistance
3. Everyday Living Support
   Practical help with household tasks and staying socially connected, such as:
   • Cleaning, laundry, and light gardening
   • Shopping and running errands
   • Transport to medical appointments or social activities
   • Companionship and community engagement

Assistive Technology and Home Modifications (AT-HM)

In addition to these services, the program also provides separate funding for equipment and home modifications—such as mobility aids, grab rails, or ramps—to make your home safer and easier to live in.

How to Switch Your Support at Home Provider to True Hands

If you or your loved one are not satisfied with your current home care provider, you can request to change providers at any time through My Aged Care. Your current provider is required to support you during the transition process.

Here’s how to make the switch:

1. Review your current Home Care Agreement
   Check the agreement you have with your existing provider to understand any conditions or notice periods that may apply before ending your services.
2. Notify your current provider
   Write to your provider to let them know that you wish to transfer your Support at Home services to True Hands.
3. Confirm your cessation date
   Ask your current provider to confirm in writing the final date they will provide care. This date is known as your cessation date.
4. Contact My Aged Care
   Call My Aged Care on 1800 200 422 to let them know you’re switching to a new provider.
   Request your unique referral code, which allows your new provider to access your records.
   (The referral-code system is expected to continue under the Support at Home program, similar to how it currently works for Home Care Packages.)
5. Share your referral code with True Hands
   Provide your referral code to True Hands so we can access your My Aged Care information and register as your new care provider.
6. Transfer of unspent funds
   Any unspent funds from your current package will be automatically transferred to True Hands.
7. Set up your new care plan
   Once the transfer is complete, True Hands will work with you to create a personalised care plan and a new client service agreement that reflects your needs and goals.
   What If My Care Needs Increase and I Need More Support?
   If your health or personal circumstances change, you can request a reassessment through My Aged Care. An assessor will review your situation to determine whether you’re eligible for a higher level of support under the new Support at Home program.
   If you currently receive a Home Care Package (HCP), you’ll continue to receive the appropriate level of care as you transition into the new system.
   The Support at Home program offers eight levels of ongoing support, making it easier to ensure your funding reflects your individual needs.
   Your care plan will be reviewed and updated, and your True Hands Case Manager — a Registered Nurse — will work with you to adjust your services so they continue to align with your goals, preferences, and lifestyle.
   You don’t have to wait for your annual review. If you notice changes in your health, mobility, or independence, it’s best to request a reassessment early so your support can be increased as soon as possible.

I’ve Had My Assessment but I’m Waiting for a Home Care Package — What Happens Next?

If you’ve completed your assessment and are waiting for a Home Care Package (HCP), you will keep your place in the National Priority System.

When the Support at Home program begins in November 2025, your approval will automatically transfer into an equivalent Support at Home package. You’ll then receive quarterly budgets aligned with your support level, ensuring a smooth transition with no interruption to your care.

Trusted & Experienced

All Staff In-House

Culturally Inclusive

Family Support

Safety First

Always Here

Who is eligible for a Support at Home Package?

Do I have to change my current carers when transitioning to At Home Support?

Are the services outsourced?

Is support available overnight or in emergencies?

Will there be extra fees?

How do I get started?