- Service agreements
You must enter into a written service agreement with a participant before or on the day you start providing services to them. You must include certain elements in a service agreement. - Care plans
A care plan outlines a participant’s assessed care needs, the approved services they can receive and how you will meet those needs as a provider. Care partners must regularly review care plans. - Individualised budgets
These budgets set out the funds available to a participant and how you will spend the funds to provide services. You must agree on the budget with the participant and review regularly. - Monthly statements
You must provide a statement every month that shows a participant’s available funds, how the funds are being spent and any unspent amounts. - Provider payment arrangements
You can claim a payment for a service after you have delivered it. You must prepare and submit a claim to Services Australia, who will validate and process the payment. - Temporarily stopping services
Participants can pause services at any time, but they should let you know as soon as possible. You may need to take action to manage funding and services. - Changing providers
A participant can change their provider for any reason. The participant, their current provider, and their new provider must do certain things to make this process go smoothly. - Exiting the program
A participant exits the program when they no longer want or need Support at Home services. Both you and the participant must do certain things to ensure a smooth exit. - Ceasing services
You can stop delivering services in some circumstances, such as transferring service delivery branches to a new provider. You must ensure participants have continuity of care and meet your other responsibilities.
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