Aged Care Essentials | Support at Home program: what aged care providers need to know before 1 November, 2025

From 1 November, 2025, aged care providers will begin delivering services under the new Support at Home program, which replaces the Home Care Packages (HCP) and Short-Term Restorative Care (STRC) programs.

The reforms introduce a single provider model, new service classifications, updated funding arrangements and stronger compliance requirements under the Aged Care Act 2024 and Aged Care Rules 2025.

Providers should act now to ensure they understand their obligations under the Act, have updated service agreements in place and are ready to deliver care that meets the strengthened Aged Care Quality Standards. This article outlines some key aspects of the Support at Home program as well as general reminders for providers preparing for the transition, including:

• Registration and governance obligations
• Assessment
• Service agreements and participant onboarding
• Care management and pooled funding
• Participant contributions and budget management
• Service list, service delivery and claiming processes
• Short term pathways

Registration and governance: meeting the new standards

All providers delivering Support at Home services must be registered under the Aged Care Act 2024 and meet the conditions of registration, including compliance with the Statement of Rights, Code of Conduct and Serious Incident Response Scheme (SIRS).

From 1 November, 2025, existing providers will be deemed as registered in one of six registration categories:

• Home and community services
• Assistive technology and home modifications
• Advisory and support services
• Personal care and care support in the home or community
• Nursing and transition care
• Residential care

Providers must also ensure their workforce meets worker screening requirements, including holding a valid police certificate or NDIS Worker Screening Clearance.

The Support at Home program operates under a single provider model, meaning each participant is linked to one service delivery branch responsible for all services, care management and assistive technology and home modifications (AT-HM). Providers must notify the Commission of any associated providers or third-party arrangements.

Assessment: how eligibility and support plans will work

Access to the Support at Home program begins with an aged care assessment, which determines a person’s eligibility and the level of support they require. Participants must first register with My Aged Care and complete a screening process, after which they are referred for a comprehensive assessment using the Integrated Assessment Tool (IAT). The IAT evaluates the participant’s strengths, challenges and care needs across a range of domains, including physical, cognitive and psychosocial wellbeing.

Following the assessment, the participant receives two key documents:

• Notice of Decision: outlines classification, funding level and approved services
• Support Plan: details goals, preferences and any short-term supports such as restorative care or assistive technology 

Service agreements and participant onboarding

Before services commence, providers must enter into a service agreement with each participant. The agreement must be written in plain English and include: 

• Participant and provider details
• Approved services and prices
• A cooling-off period of 14 days
• Review and variation clauses
• Information about the participant’s rights, responsibilities and feedback mechanisms

Care management and pooled funding

Care management is a mandatory component of Support at Home. Providers must deliver at least one direct care management activity (minimum 15 minutes) per participant each month. Ten percent of each participant’s quarterly budget is pooled into a care management account at the service delivery branch level.

Staff members who deliver care management activities are known as care partners and they are responsible for:

• Developing and maintaining care plans
• Monitoring participant progress and changing needs
• Coordinating services
• Keeping accurate, up-to-date documentation

Eligible participants (e.g. Aboriginal and Torres Strait Islander people, veterans, care leavers) may attract a care management supplement of 12 additional hours per year, credited at $120/hour.

Providers must demonstrate a flexible, needs-based allocation of care management resources and ensure all activities are documented and auditable.

Participant contributions and budget management

Participant contributions are determined by Services Australia based on income and assets. Contribution rates vary by service category:

Full pensioners pay the lowest rates, while self-funded retirees may pay higher contributions. Grandfathered HCP care recipients (approved on or before 12 September 2024) are protected under a “no worse off” principle and may continue to pay lower rates.

Providers must work with participants to develop an individualised budget and manage quarterly funding allocations. Unspent funds can carry over up to $1,000 or 10% per quarter. Overspends must be absorbed or privately funded and claims cannot be held over to future quarters.

Service list, service delivery and claiming processes 

The Support at Home program also introduces a standardised service list, which defines the types of government-funded services that can be delivered under the program. Services are grouped into three categories:

Each participant’s eligibility for services is based on their assessed needs and is detailed in their Notice of Decision and Support Plan. Providers must ensure that all services delivered align with these documents and are within the scope of their registration category. From 1 July, 2026, government-set price caps will apply to most services on the list, but until then, providers must ensure their prices are reasonable and transparently communicated to participants.

Claims for funding must be submitted within 60 days of the end of the quarter or episode of service. Providers must retain evidence of service delivery, including care notes, invoices and participant confirmation. Monthly statements must be issued to participants by the end of the following month. 

Summary of short-term pathways

In addition to ongoing services, the Support at Home program includes three short-term pathways designed to meet specific care needs:

Each short-term pathway has its own eligibility criteria, funding limits and care planning requirements. Providers must ensure that services delivered under these pathways are clearly documented, appropriately claimed and aligned with the participant’s support plan.

Conclusion

The Support at Home program marks a significant shift in how aged care services are funded and delivered in Australia. It reinforces the principles of choice, transparency and accountability, setting the foundation for more personalised, rights-based care.

Providers must take proactive steps to ensure compliance, update systems and documentation and support participants through the transition. Key priorities include registration, service agreements, care management, budget planning and accurate claiming.

Support at Home is part of a broader reform agenda under the Aged Care Act 2024, designed to deliver safer, more personalised and rights-based care to older Australians. It is not just a structural change, it represents a new standard for how aged care is delivered, measured and experienced across Australia.