The Support at Home program introduces a simpler and more flexible way to manage your care compared to the current Home Care Package system. Instead of one annual budget, you’ll receive quarterly funding that aligns with your support level. This makes it easier to plan and manage your care needs throughout the year, with funding divided into four payments.

Key improvements include:

• 8 levels of ongoing support plus multiple short-term pathways – A more personalised approach that ensures your funding reflects your individual care needs.

• Upfront funding for Home Modifications and Assistive Technology – No need to set aside savings from your care budget for essential equipment or home upgrades.

• Capped Care Management costs – A portion of your funding is set aside for support from a Care Designer or service coordinator, helping you navigate and manage your care plan.

• Fair and transparent participant contributions – You’ll only contribute to the services you actually use. Contributions are charged at a set 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 will be based only on those two hours.

How contributions are worked out:

Your contribution rate will depend on:

• The type of service you receive – Essential clinical care usually has a lower contribution rate compared to services like domestic help or gardening.

• Your financial situation – Factors such as your Age Pension status, Commonwealth Seniors Health Card, and income/means are considered to ensure contributions are fair and affordable.

If you’re already receiving a Home Care Package (HCP), are on the National Priority System, or were assessed as eligible before 12 September 2024, you won’t be disadvantaged under the new Support at Home program. Your financial contributions will stay the same — or may even be lower — than under the current HCP system. You’ll also continue to have access to residential aged care under the existing fee structure whenever you need it.

If you were assessed for a Home Care Package between 13 September 2024 and 30 June 2025, you’ll be considered a transitional participant. This means you’ll receive a Support at Home package equal in value to your current HCP, with some contributions applying for non-clinical services.

This term is being used by the government to refer to a person with an existing Home Care Package approved prior to September 12th, 2024 which will allow them to continue receive the same benefits under the old Home Care Package rules.

This means your existing funding is protected and the Australian government guarantees that you will be no worse off under Support At Home.

When Support at Home begins, if you have accrued any unspent Home Care Package funds, these will transition across with you.

A co-contribution is the amount you may need to pay towards the cost of your care services under the Support at Home program. Instead of covering the full price of services, the government subsidises most of the cost and you contribute a smaller share.

Key points to know:

• You only pay for the services you actually receive. For example, if you have two hours of personal care in a week, your co-contribution will be calculated just on those two hours.

• Rates vary depending on the service type. Essential clinical services (like nursing) usually have lower or no co-contributions, while everyday services (like cleaning or gardening) may have higher rates.

• Your financial situation matters. Factors such as your Age Pension status, Commonwealth Seniors Health Card, and means testing help determine what percentage you pay.

• Fair and capped. Co-contributions are designed so that no one is left unable to access care — there are hardship provisions if you can’t afford to pay.

Applying for Support at Home is simple and starts with an assessment through My Aged Care, the Australian Government’s aged care gateway.

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 activities, and living situation.

Step 2: Get an assessment

• A trained assessor (from the Aged Care Assessment Team or Regional Assessment Service) will meet you at home or over the phone.

• They’ll determine your eligibility and support level for the Support at Home program.

Step 3: Receive your approval and budget

• Once approved, you’ll be given a Support at Home classification level that outlines your quarterly budget and the types of services you can access.

Step 4: Choose your provider

• You can then select a government registered home care provider - like Nurse Next Door - to deliver the services and supports that best fit your needs.

• At Nurse Next Door, our Care Designers - who are experienced Registered Nurses - will create your personalised care plan, match you with the right caregivers, and adjust services as your needs change.

• This ensures you receive safe, flexible, and high-quality care while making the most of your Support at Home budget.

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

• After you complete a 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 based on the urgency of your needs — people with higher care needs are assigned packages sooner.

• The government aims to make the new 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 directly into Support at Home from November 2025, with no gap in services.

While exact wait times can vary by region and demand, Nurse Next Door can support you in the meantime with private care services if you’d like help before your government-funded package begins.

The Support at Home program is designed to make it easier for older Australians to access the right mix of services to stay safe, independent, and connected at home. Services are grouped into three main categories:

Clinical Care
Support provided by health professionals to manage medical and nursing needs, such as:

• Nursing services (e.g. wound care, medication management)

• Allied health therapies (e.g. physiotherapy, podiatry, speech therapy)

• Continence care and other specialised clinical support

Independence Support
Services that help you stay active, safe, and confident in your daily life, including:

• Personal care (showering, grooming, dressing)

• Assistance with mobility and transfers

• Help with managing medications

• Meal preparation and nutrition support

Everyday Living Support
Practical assistance with household and social activities to keep you comfortable and connected, such as:

• Cleaning, laundry, and light gardening

• Shopping and errands

• Transport to appointments or social outings

• Companionship and community engagement

In addition to these three categories, the program also provides separate funding for Assistive Technology and Home Modifications (AT-HM). This can include mobility aids, equipment, or home changes like grab rails or ramps to make living at home easier and safer.

If you or your loved one is unhappy with the quality of home care or the current provider, you can request a change of providers through My Aged Care at any time, and your current provider must support you in the move.

You will need to

1. Check your Home Care Agreement that you have with your current provider so you know about any conditions such as notice periods that may apply.
2. Write to your existing provider and tell them you want to move your Support at Home services to Nurse Next Door
3. Ask your current provider to confirm in writing the last date that they will be providing care - this will be known as your cessation date.
4. Call My Aged Care on 1800 200 422 to tell them you are switching your Support at Home services a new provider and ask for your new unique referral code.
   • While the full details are still being finalised, it is expected that the referral-code system will continue to operate under the new Support at Home program, as it does now for Home Care Packages.
5. Give this unique referral code to Nurse Next Door so that we can access your My Aged Care records and register as your new care provider.
6. Any unspent funds from your package will be transferred to Nurse Next Door.
7. Nurse Next Door will create a new care plan and client service agreement with you.

If your health or circumstances change, you can request a reassessment through My Aged Care. An assessor will review your situation and determine whether you need a higher level of support under the new Support at Home program.

• If you currently have a Home Care Package (HCP), you’ll continue to receive the right level of care as you transition into Support at Home.

• Under the new system, there are 8 levels of ongoing support, making it easier to match funding to your specific needs.

• Your care plan will be updated, and your Care Designer at Nurse Next Door — a clinically trained Registered Nurse — will help adjust your services so they continue to meet your goals and lifestyle.

Tip: You don’t need to wait for the annual review. If you notice changes in your health or independence, it’s best to request a reassessment early so your support can increase as soon as possible.

If you are currently waiting for your Home Care Package (HCP) assessment through My Aged Care, you will keep your place in the waiting list. Your assessment will still go ahead, and if you’re found eligible, your approval will carry over into the Support at Home program when it begins in November 2025. This means you won’t lose your spot or miss out on support — your care will simply transition into the new system once services are ready to start.

If you’ve already been assessed and are waiting for a Home Care Package (HCP) to be assigned, you will retain your position in the National Priority System. When Support at Home launches in November 2025, your approval will transfer directly into an equivalent Support at Home package. You’ll then receive quarterly budgets matched to your support level, ensuring a smooth transition with no gap in your care journey.