Support At Home

Why the Shift from Home Care Packages?

The move to the Support at Home program isn’t just a policy change—it’s a response to real concerns that have built up over time. The Royal Commission into Aged Care brought forward stories, struggles, and gaps that couldn’t be ignored. People spoke about delays in getting care, systems that were hard to understand, and support that didn’t always match what they actually needed. The government took that feedback seriously—and this new program is part of how they’re working to do better.

One of the biggest changes is in how care is structured. Under the Home Care Packages system, there were only four levels of support. But life doesn’t fit neatly into levels—and many people felt stuck between what they were approved for and what they actually needed. The Support at Home program introduces eight funding levels, which means support can be adjusted with more accuracy.

There’s also a stronger focus on access. Wait times for services have been an ongoing issue under HCP. The new system aims to simplify the process—so people aren’t left waiting months to receive help that’s already been approved.

Another key difference is how services are funded and tracked. Under the new model, there will be clearer visibility on budgets, including how funds are used and what’s available across each quarter. There’s also added flexibility when it comes to assistive technology and home modifications, with dedicated funding set aside for those areas—something that wasn’t always straightforward in the past.

So yes, the name is changing. The process will look a little different. But what we do, and how we do it, stays the same. Our care remains steady, personal, and shaped around the people we support—not just the system they’re in.

What We Offer Under the Support at Home Program

The Support at Home program is more than just a shift in policy—it’s a new framework for how care is shaped and delivered at home. What hasn’t changed, though, is the need for genuine, thoughtful support. That’s where we come in. We’ve taken everything we already do well and adapted it to meet the structure of this new program, without losing the personal touch that makes care feel steady and respectful.

Under Support at Home, services fall into three categories—clinical care, independence support, and everyday living tasks. But for us, these aren’t boxes to tick. They’re real parts of daily life. And we provide support across all of them with a focus on what actually helps the person—not what looks neat on paper.

We still begin by understanding each person’s routines, preferences, and comfort zones. From there, we build support that fits—not just around what they need today, but what might help make tomorrow easier too.

Here’s how we support people under the new system:

Care that feels like home

We don’t walk in with pre-written plans or one-size-fits-all solutions. We take time to understand how each person lives, what’s working for them, and where they’d like some support. That support might look different from one person to the next—and that’s exactly how it should be. Some people want company and gentle reminders. Others need help with every part of their day. We listen first, then walk alongside.

Everyday support that fits into your routine

Small tasks can take up a lot of space when someone’s health or mobility shifts. That’s why we offer flexible help with the things that keep a household running smoothly. Whether it’s a bit of assistance in the kitchen or making sure medication is taken safely, we’re there to make daily life feel a little lighter.

You can rely on us for support with:

• Meal preparation and grocery help
• Assistance with showering and dressing
• Medication reminders
• General safety and fall prevention around the home
• Gentle guidance through the day’s routine

Some people want us nearby all day. Others only need a check-in once or twice a week. We adjust as we go.

Personal care delivered with care

Hygiene and grooming tasks are handled with patience and respect. We approach every step calmly, asking for consent, honouring routines, and making sure nothing feels rushed. If someone likes to get ready in a particular order, or needs extra time in the morning, we build that in without question. And where cultural needs are part of care, we pay attention—language, customs, and preferences are all part of how we make people feel at ease.

Help with daily living

Getting ready in the morning. Moving from room to room. Fixing lunch. These simple routines are different for everyone, especially as needs change. We support these parts of the day gently, always mindful of the person’s pace and choices. If someone wants to stay involved, we encourage that. If they’d prefer to leave things in our hands, we take over quietly.

Support through the night

Some people feel most vulnerable after dark. That’s why we provide overnight support that brings calm and reassurance. Whether it’s checking in during the night, helping with medication, or simply being present in case of a fall, we’re there when it matters. For families, knowing someone is watching over their loved one through the quiet hours often brings a kind of relief that can’t be measured.

Our night care includes:

• Sleepover support or active overnight care
• Assistance with toileting and mobility during the night
• Medication reminders or repositioning
• Calm, quiet presence for those who feel anxious at night

We shape our night-time routines to bring safety without disrupting rest.

Companionship and connection

It’s not always about tasks. Sometimes it’s just about having someone there. We support people not only with what needs to be done, but with what helps them feel connected—both inside their home and out in the world.

We help with transport to appointments or community events, accompany people to social groups, or simply sit down for a cup of tea and a quiet chat. For those who’ve lost touch with friends or feel isolated, having regular company can bring a real sense of stability. And for others, it’s just knowing that someone will show up, reliably and kindly, a few times each week.

Participation can take many forms. Whether it’s heading out for a walk, joining a community group, visiting family, or just enjoying a moment of conversation at home—we support people to stay involved in life on their terms.

Specialist and complex care

Some people live with conditions that change what everyday life looks like—physically, emotionally, or both. We offer support that’s steady, skilled, and designed around the person, not just their diagnosis. Our team provides calm, consistent care for a range of health needs, including dementia, Parkinson’s, arthritis, cancer, mental health conditions, stroke recovery, and more.

We don’t follow scripts. We follow people. That means we take the time to understand not just the condition but the person behind it—their habits, fears, routines, and what brings them comfort. Care is planned carefully, with enough room to adjust along the way, especially when health needs change. Our team works closely with families and health professionals to keep everyone on the same page. Whether it’s supporting mobility, helping with feeding, managing medications, or offering emotional reassurance, we do it with a focus on dignity and calm.

We also provide palliative care with sensitivity and presence. When someone is nearing the end of life, families often need quiet, steady support. We stay close without getting in the way, giving space where it’s needed and stepping in when it helps.

With complex care, there’s no such thing as a small detail. We notice what matters—and we hold onto it.

Help with equipment and modifications

For many people, staying at home safely means making a few changes to the space around them. Whether that’s a ramp at the front step, a handrail in the bathroom, or a walker that makes movement more stable, these adjustments can bring confidence back into daily life.

We help people access the assistive technology and home modifications available through the Support at Home program. That includes helping with the paperwork, working with approved suppliers, and making sure the setup actually fits the way someone moves through their day.

We don’t just drop it off. We stay until it fits into life—until it’s familiar, comfortable, and feels like it’s always been part of the home. If someone needs help learning how to use a piece of equipment, we take our time. If a modification doesn’t feel right, we look at other options.

It’s not just about making things safer—it’s about helping people feel more confident and independent in their own space.

Restorative and end-of-life care paths

After surgery, illness, or hospital stays, some people need extra support to get back on their feet. Others may be approaching the end of life and want to spend their final weeks at home, surrounded by the people and places they know best. We provide support through both of these moments with care that’s steady, calm, and built around comfort.

The Support at Home program allows for short-term restorative care—up to 12 weeks of focused support to help someone regain strength and confidence. We help with mobility, daily tasks, and gentle routines that make the return home feel manageable. For those needing end-of-life care, our team brings quiet presence. We help with comfort, personal care, medications, and small tasks that ease the burden on families. We hold space for the hard days—so you can be present for the moments that matter most.

These are sensitive times. We move slowly, we listen more, and we make sure nothing feels rushed. Every moment is met with respect.

Funding, guidance, and the paperwork side of things

There’s a lot to take in when the system changes. New assessments, funding levels, contribution rates—it can feel like too much, especially when care is already needed. We take the time to guide people through all of it, so no one feels left to figure it out alone.

Our team explains how the new assessment process works, what the different classifications mean, and how funding is allocated under the Support at Home program. If someone is moving from a Home Care Package into this new system, we help make that shift smooth and clear.

We also walk families through the contribution rates, explaining what’s covered, what isn’t, and how co-payments might apply depending on someone’s financial situation. All of this is done gently, without pressure or jargon. We take care of the admin side, so you don’t have to. That means filling out forms, following up on assessments, and making sure nothing falls through the cracks.

At the heart of it all, our goal is simple—to make sure the right care is in place, without the confusion that often gets in the way.

Why Families Across Australia Trust Us

For many families, choosing the right support isn’t just about services—it’s about who shows up, how they show up, and whether they truly understand what matters in day-to-day care. Over time, more and more families across the country have come to trust us not just for what we do, but for the way we do it.

Consistency of care

We believe that trust grows through familiarity. That’s why we make sure the same people keep showing up—day after day, week after week. Care is built on connection, and that’s hard to form when staff change constantly. Our approach keeps things steady, so the person receiving care isn’t left explaining things all over again. It’s one less thing to worry about, and it makes care feel more natural.

Culturally aligned support workers

Care feels different when you feel understood. We spend time matching people with support workers who not only have the right skills, but who share their language, culture, or lived experience. From meals to conversation, from daily habits to personal boundaries—cultural understanding isn’t just respectful, it’s essential. And we treat it that way.

Local support across Australia

We don’t just operate in one region—we provide home care across cities, towns, and regional communities. No matter where someone lives, we bring the same thoughtful, personal support into their home. Our reach is wide, but our care always feels close.

Family-centred approach

Support doesn’t stop at the client. Families often carry the weight quietly, and they deserve to feel supported too. We make space for their concerns, keep them informed, and offer guidance when the road ahead feels uncertain. Because when a family is supported, the care itself becomes stronger.

Choosing the Right Support Under the New System

As the aged care system shifts to the new Support at Home program, many families are wondering how to choose the right provider. It’s not just about what services are listed—it’s about how those services are delivered, and how well they fit into daily life.

Support should feel like something you can rely on, not something you have to manage. That’s why it helps to look beyond the surface and ask what kind of care actually makes a difference in real homes, with real people.

We encourage families to think about more than checklists or hourly rates. The right support is the kind that listens, adapts, and shows up in a way that feels steady—not rushed or distant.

Here are a few things we believe really matter:

• Flexibility — Care should shift as needs change, without delay or fuss.
• Transparency — You should always know what's included, how it's managed, and what to expect.
• Cultural understanding — Feeling safe and understood should be part of every visit.
• Ongoing support — Questions will come up. Good care means having someone there to answer them.

Choosing support is a personal decision. If you’re unsure, we’re here to talk through the options and help you figure out what feels right—for you, and for the people you care for.