Guidelines and procedures
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Support at Home program manual – A guide for registered providers
The Support at Home program manual is a guide designed to assist registered providers to understand and comply with the Support at Home program rules, procedures and obligations. -
Support at Home Program Provider Transition Guide
This document gives guidance on the actions Home Care Package providers and Short-Term Restorative Care providers should take to be operationally ready to transition to the Support at Home program. -
Support at Home: Claims and Payments Business Rules Guidance
This document gives business guidance on claims and payments for providers who will be operating under Support at Home from July 2025. -
Support at Home User Guide – submitting claims to the Aged Care Provider Portal
The Support at Home User Guide explains how providers can submit Support at Home payment claims through the Services Australia Aged Care Provider Portal (ACPP). -
Submit a Support at Home claim
This is a step-by-step guide on how to complete claims for the Support at Home program using the Services Australia Aged Care Provider Portal (ACPP) from 1 July 2025. -
Support at Home monthly statement template
This document is an example of the monthly statement that providers will send to their participants under the Support at Home program. Providers’ templates may look different.
Letters
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Letter to older people approved for Home Care Packages before 12 September 2024
A copy of the letter sent to older people approved for a Home Care Package before 12 September 2024. The letter concerns next steps to transition to the Support at Home program by 1 July 2025. -
Letter to older people approved for Home Care Packages after 12 September 2024
A copy of the letter sent to older people approved for a Home Care Package after 12 September 2024. The letter concerns next steps to transition to the Support at Home program by 1 July 2025. -
Support at Home letters – Frequently asked questions for providers
This resource answers some frequently asked questions from providers about preparing for the new Support at Home program. Letters and a checklist have been mailed to Home Care Package care recipients. -
Support at Home letters – Frequently asked questions for older people
This resource answers some frequently asked questions from older people about preparing for the new Support at Home program. Letters and a checklist have been mailed to Home Care Package care recipients.
Fact sheets
Support at Home letters – Frequently asked questions for older people
This resource answers some frequently asked questions from older people about preparing for the new Support at Home program. Letters and a checklist have been mailed to Home Care Package care recipients.
Support at Home letters – Frequently asked questions for providers
This resource answers some frequently asked questions from providers about preparing for the new Support at Home program. Letters and a checklist have been mailed to Home Care Package care recipients.
Support at Home User Guide – submitting claims to the Aged Care Provider Portal
The Support at Home User Guide explains how providers can submit Support at Home payment claims through the Services Australia Aged Care Provider Portal (ACPP).
Checklist for HCP care recipients transitioning to Support at Home
This resource outlines the steps that Home Care Package care recipients can take to prepare for their transition to the Support at Home program from 1 July 2025.
Consumer protections for Support at Home prices – fact sheet for participants
This fact sheet for older people outlines how prices will be set and consumer protections under Support at Home to ensure prices are reasonable and transparent.
Consumer protections for Support at Home prices – fact sheet for providers
This fact sheet outlines guidance for providers on the consumer protections in place to ensure Support at Home prices are reasonable and transparent.
Guidance for setting Support at Home prices – fact sheet for providers
This fact sheet provides guidance for providers to consider when setting and publishing prices for the first year of the Support at Home program.
Summary of indicative Support at Home prices
This fact sheet includes indicative price ranges for most Support at Home services. These price ranges reflect what Home Care Package Program providers have reported that they intend to charge from 1 July 2025.
Support at Home program – Frequently asked questions – February 2025
Fact sheet answering some frequently asked questions about the Support at Home program design.
Support at Home program – Fact sheet – Changes to Support at Home pricing arrangements for older people, families and carers
This fact sheet provides an overview on changes to price caps on services under the Support at Home program for older people, families and carers.
Support at Home program – Fact sheet – Changes to Support at Home pricing arrangements for in-home aged care providers
This fact sheet provides an overview on changes to price caps on services under the Support at Home program for in-home aged care providers.
Assistive Technology and Home Modifications List (AT-HM List)
This document outlines the products, equipment and home modifications that eligible participants can access through the Assistive Technology and Home Modifications (AT-HM) Scheme.
Support at Home program – Booklet for older people, families and carers
This booklet is aimed at older people and their families and carers. It contains information about the Support at Home program.
Support at Home program – Booklet for older Aboriginal and Torres Strait Islander people, families and carers
This booklet is aimed at older Aboriginal and Torres Strait Islander people and their families and carers. It contains information about the Support at Home program.
Support at Home program – Q&As for communication with older people, families and carers – November 2024
This document has been developed to support in-home aged care providers to answer questions from older people, families and carers about the Support at Home program.
Support at Home service list
This document outlines the services that participants can access under the Support at Home program.
Support at Home – Fact sheet
This fact sheet provides a summary of the Support at Home program that will commence 1 July 2025. It also outlines the contributions participants in the program will pay.
Reforming in-home aged care to prioritise independence
We are committed to delivering in-home aged care reforms that will serve the needs of all older people, their families and carers – now and into the future.
Webinars
56:36
Support at Home program update for older people, families and carers – Webinar video
This webinar gave older people, families and carers an update on the Support at Home program, including information for existing care recipients transitioning into Support at Home from 1 July 2025.
Support at Home program update for older people, families and carers – Webinar
This webinar gave older people, families and carers an update on the Support at Home program, including information for existing care recipients transitioning into Support at Home from 1 July 2025.
1:28:56
In-home aged care update – Webinar
This webinar gave in-home aged care providers an update on the Single Assessment System, the Support at Home program’s Assistive Technology and Home Modifications (AT-HM) Scheme, and the actions providers need to take to be ready for the Support at Home program ahead of 1 July 2025.
In-home aged care update – Webinar
This webinar gave in-home aged care providers an update on the Single Assessment System, the Support at Home program’s Assistive Technology and Home Modifications (AT-HM) Scheme, and the actions providers need to take to be ready for the Support at Home program ahead of 1 July 2025.
59:47
Support at Home program questions and answers session – In-home aged care providers – Video
This targeted questions and answers session provided an opportunity to ask us questions about the Support at Home program and transition.
1:01:46
Support at Home program questions and answers session – Older people, families and carers – Webinar recording
This targeted questions and answers session provided an opportunity to ask questions about the Support at Home program and transition.
1:20:27
Support at Home program update – Webinar recording
This webinar gave aged care providers and older people, families and carers an update on the Support at Home program.
49:43
Ensuring the future of quality aged care – Video
Everyone with an interest in aged care was invited to join this webinar to learn more about the Aged Care Bill 2024, the Government’s response to the Aged Care Taskforce final report, and the Support at Home program.
Support at Home program questions and answers session – Older people, families and carers
This targeted questions and answers session provided an opportunity to ask us questions about the Support at Home program and transition.
Support at Home program questions and answers session – In-home aged care providers
This targeted questions and answers session provided an opportunity to ask us questions about the Support at Home program and transition.
Ensuring the future of quality aged care – Webinar
Everyone with an interest in aged care was invited to join this webinar to learn more about the Aged Care Bill 2024, the Government’s response to the Aged Care Taskforce final report, and the Support at Home program.
Support at Home program update – Webinar
This webinar gave aged care providers and older people, families and carers an update on the Support at Home program.
1:26:00
New Aged Care Act and Support at Home program update
This webinar provided updates on the development of the new Aged Care Act, a new model for regulating aged care, the strengthened Aged Care Quality Standards, and in-home aged care reforms, including the new Support at Home program. It will also include a live question-and-answer session.
New Aged Care Act and Support at Home program update
This webinar, held on 14 December 2023, provided updates on: the development of the new Aged Care Act, a new model for regulating aged care, the strengthened Aged Care Quality Standards, and in-home aged care reforms, including the new Support at Home program. It also included a live Q&A session.
1:59:19
Reforming in-home aged care update – 18 May 2023
Watch the recording from the reforming in-home aged care update webinar from 18 May 2023.
Reforming in-home aged care update – 18 May 2023
This webinar provides an update to older people, their families and carers, and the aged care sector on in-home aged care reform.
Reforming in-home aged care update – 7 December 2022
This webinar is for older Australians, their families and carers, and the aged care sector. It provides an update on the feedback we received on a new program for in-home aged care discussion paper. The webinar outlines the next steps for the reforms.
Reforming in-home aged care and regulation update – 31 August 2022
The Australian Government extended the reforms to in-home aged care until July 2024. This webinar will give older Australians, their families and carers, and the aged care sector an update on the reforms. The update will include progress on a new Aged Care Act and regulatory arrangements.
Support at Home Program and Regulation Update – Webinar
This webinar will discuss the Support at Home Program overview and summary documents recently released. The status of Support at Home regulation development and upcoming consultation opportunities will also be highlighted.
Reforms in home care
This webinar will outline how the aged care reforms will help senior Australians to remain independent and in control, living at home and connected to their community.
1:59:49
Transcript – Reforming in-home aged care and regulation update
Transcript of the webinar on 31 August 2022, covering updates on reforms to in-home aged care, the new Aged Care Act and regulatory arrangements.
Webinar slides
COVID-19 response update for primary care – 25 May 2023
This webinar on 25 May is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
COVID-19 response update for primary care – 11 May 2023
This webinar on 11 May is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
A new model for regulating aged care – 9 May 2023
We’re developing a new model for regulating aged care as part of the changes to improve the quality and safety of aged care in Australia. In this webinar, we share the details and seek your views on the proposed changes.
COVID-19 response update for primary care – 27 April 2023
This webinar on 27 April is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
Reforming in-home aged care update – 18 May 2023
This webinar provides an update to older people, their families and carers, and the aged care sector on in-home aged care reform.
Digital Transformation Tech Talk – 19 April 2023
In this webinar we shared an update on the policy priorities for the Aged Care reform agenda, provide a playback of our progress on the new Government Provider Management System (GPMS), and took a deeper look at the department's broader data approach.
COVID-19 response update for primary care – 13 April 2023
This webinar on 13 April is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
Launch of My Aged Care Workforce Learning System and MAClearning
This webinar provides an overview of the new My Aged Care Workforce Learning System which was launched on 1 March 2023. It includes an overview of the new MAClearning learning management system.
Medical Costs Finder – 31 March 2023
This webinar on 31 March will update primary care on the Medical Costs Finder. The panel will provide key updates and answer participants’ questions.
COVID-19 response update for primary care – 29 March 2023
This webinar on 29 March is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
Home Care Package provider webinar – program inclusions and exclusions
This webinar is for Home Care Packages providers and peak bodies.
Digital Transformation Tech Talk – 2 March 2023
In this first webinar for 2023, the speakers provided a forecast of the Aged Care reforms and digital transformation initiatives expected in the coming months, as well as a ‘playback’ on the Star Ratings release (which went live late last year).
Aged Care COVID-19 – the importance of effective IPC behaviours
The Department of Health and Aged Care along with the Aged Care Quality and Safety Commission, is holding a webinar on effective IPC practices. The panel will include experts from the Department and the Commission, along with a special message from the Minister for Aged Care, the Hon Anika Wells MP.
New residential aged care quality indicators launched 1 April 2023
From 1 April 2023, residential aged care providers need to collect data for six new quality indicators as part of the National Aged Care Mandatory Quality Indicator Program. To help providers prepare and to support reporting, we hosted a QI Program webinar.
COVID-19 response update for primary care – 14 March 2023
This webinar on 14 March is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
2023 Residents’ Experience Surveys
All residential aged care providers are encouraged to participate in the 2023 Residents’ Experience Surveys which will contribute 33% to their overall Star Rating score. This webinar will provide information about what has changed in the program since 2022 and how the surveys will be conducted.
COVID-19 response update for primary care – 2 March 2023
This webinar on 2 March is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
COVID-19 response update for primary care – 15 February 2023
This webinar on 15 February is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
COVID-19 response update for primary care – 2 February 2023
This webinar on 2 February is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
Healthcare Identifiers Framework Public Consultation Webinar – 23 February 2023
The webinar scheduled for Thursday 23 February 2023 will provide an overview of the Healthcare Identifiers Service (HI), the HI and the purpose of the public consultation. There will also be the opportunity to explore the problem statements in the public consultation.
Healthcare Identifiers Framework Public Consultation Webinar – 8 February 2022
The webinar scheduled for Wednesday 8 February 2023 will provide an overview of the Healthcare Identifiers Service (HI), the HI and the purpose of the public consultation. There will also be the opportunity to explore the problem statements in the public consultation.
Healthcare Identifiers Framework Public Consultation Webinar – 18 January 2023
The webinar scheduled for Wednesday 18 January 2023 will provide an overview of the Healthcare Identifiers (HI), the HI Service, the purpose of the public consultation and information on the public consultation process.
Healthcare Identifiers Framework Public Consultation Webinar – 15 December 2022
This webinar will be held on 15 December 2022 and provides an overview of the Healthcare Identifiers (HI), the HI Service, the purpose of the public consultation and information on the public consultation process.
COVID-19 response update for primary care – 15 December 2022
This webinar on 15 December is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
COVID-19 response update for primary care – 8 December 2022
This webinar on 8 December is part of a series to update primary care on the COVID-19 response and the vaccine rollout. The panel will provide key updates and answer participants’ questions.
Reports
Assistive Technologies and Home Modifications Scheme for in-home aged care
The department is considering how best to deliver an assistive technologies and home modifications scheme in the new in-home aged care program. This report reflects the output from a co-design process with older people, their families and carers, industry professionals and government stakeholders.
Co-designing the care management role for the Support at Home Program
This report details the outcomes of co-design workshops exploring the future roles and responsibilities of the care manager. It provides recommendations for how this service might be structured so it best meets the needs of the aged care system in Australia.
A new program for in-home aged care – Summary
A summary of a new program for in-home aged care discussion paper and submission process.
A new program for in-home aged care – Discussion paper
This discussion paper canvasses key issues in the design of reforms to in-home aged care. It seeks the views of older Australians, their families and carers, the aged care sector, and any other community stakeholders on 5 key areas for the design of a new in-home aged care program.
In-home aged care service list – Survey results
An overview of the common themes and recommendations from the Service List Survey responses and what the department will do next.
Commonwealth Home Support Programme Data Study
We engaged Deloitte Access Economics to conduct a data study of the Commonwealth Home Support Programme (CHSP) to better understand variations across the states, territories, markets and consumer groups. This report presents the highlights and main patterns from the data analysis.
Options for an Assessment, Classification and Funding Model for a Single In-home Care Program
HealthConsult’s report identifying and evaluating options to develop an Assessment, Classification and Funding model for the varied needs of older people and their informal carers at home and in the community.
Home Care Provider Survey – analysis of data collected
A report on the findings of the Home Care Packages provider survey. Information includes the types, volume and cost of care and services delivered under the program.
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