Have questions related to our services?
What Is the Support at Home Program?
The Support at Home Program was introduced by the Australian Government to help older Australians stay independent and live safely at home. It allows seniors to receive tailored care and support services of their choice, for as long as needed, in collaboration with an approved provider.
To access the Support at Home Program, you’ll need an aged care assessment where your assessor will discuss your current care needs and determine your eligibility and the best level to meet them. If eligible, you’ll be placed in a queue until Support at Home funding becomes available. Once assigned, you and your chosen provider can decide how to use your government-funded supports to suit your needs.
How Long Does It Take to Receive Support at Home?
Once your aged care assessment is completed and you’re found to be eligible, you will be added to the National Priority System. The system prioritizes based on your care needs and the date of your approval. You can view your estimated wait times via the My Aged Care Client Portal.
How Can I Upgrade My Support at Home?
Each Support at Home level provides different amounts of funding depending on your care needs. If your needs change, contact your provider—they’ll review your care plan and help you access additional services. If necessary, they can request a reassessment to upgrade your Support at Home level.
Can I Switch My Support at Home Provider?
Yes, you’re free to change providers at any time. To do so, contact your current provider to end your services, reactivate your referral code via your My Aged Care Portal or by calling My Aged Care on 1800 200 422. Finally, share the reactivated referral code with your new provider.
If you need our support with coming over to our service, give us a call on 1300 912 155.
What Is a Referral Code?
A referral code is a unique number you receive from My Aged Care if you’re approved for Support at Home. This code lets a provider access your aged care assessment to create a personalized care plan. Sharing the code doesn’t commit you to using that provider’s services.
If you’re switching providers, your code must be reactivated before it can be used again. To do this, call My Aged Care on 1800 200 422.
What Is the National Priority System?
The National Priority System is how the Australian Government allocates your Support at Home funding. It considers your care needs and the date of your approval, then assigns your Support at Home funding when one becomes available. You can check your estimated wait time through your My Aged Care Client Portal.
What Services Does Gratitude In-Home Care Provide?
We can assist with a range of care services that are tailored for your individual support needs.
Our services include:
- Community Nursing
- Personal Care
- Domestic Assistance
- Gardening & Home Maintenance
- Community Access
- Shopping Support & Meal Preparation
- After Hospital Care
- Respite Care
- Allied Health Services
- Palliative Care & End of Life Pathway
- Medication Assistance
- Companionship
We support approved participants with government Support at Home funding and self-funded seniors.
Who Is Eligible for Support at Home?
Support at Home is designed for older individuals who need coordinated support to continue living independently at home. Persons must be:
- 65 years or older, or
- At least 50 years or older if you’re a First Nations Elder or people who are homeless or at risk of homelessness.
What Is An Aged Care Assessment?
An aged care assessment is a detailed evaluation conducted by the Australian Government to determine what kind of care, supports and services best suit your needs. The assessment looks at your health, lifestyle, and daily needs to recommend suitable aged care options.
If you’re eligible for Support at Home, you’ll be placed on the National Priority System to wait for funding to become available.
To book an Aged Care Assessment, contact My Aged Care on 1800 200 422.
When Should I Get Assessed?
Because Support at Home funding can take time to be assigned, the best time to be assessed is as soon as you’re eligible. Starting early will place you in the system sooner and will reduce the wait times down the track. If you’re not sure, you can run your questions by My Aged Care on 1800 200 422.
I’ve Been Assigned and Approved for Support at Home — What Happens Next?
Once your approved for Support at Home, you’ll receive a referral code. This code must be given to your chosen Support at Home provider before you can begin receiving services.
Here’s what happens next if you wish to join us as your service provider:
- Provide Your Referral Code– This allows us to access the details from your aged care assessment.
- Complete a Questionnaire– We’ll send you a short form to collect key information about your care needs and preferences.
- Care Plan Meeting– Once we receive your questionnaire, we’ll book a phone or video meeting to discuss your care needs and how we can best utilise your Support at Home budget to meet them.
- Sign Your Agreement– After the meeting, we’ll email you a Home Care Agreement outlining the services you’ll receive and when they will start.
When and Where Will My Care Plan Meeting Be?
We’re a nationwide service, delivering services across Australia. Our office is based in Melbourne and we also offer phone, email and onsite support, making it easier for clients across Australia to access supports.
What Is a Care Plan?
A care plan is a personalized guide created during your care plan meeting. Your care manager will talk with you about your health, goals, and daily challenges, and then design a plan that outlines the services you’ll receive. This plan ensures your care fits within your Support at Home budget and directly supports your needs.
What’s the Difference Between an ‘Approved Provider’ and a ‘Service Provider’?
An Approved Provider is a government-registered organisation that manages Support at Home funding. You must work through an approved provider to access your allocated funds.
A Service Provider is a business that delivers actual services—such as personal care, nursing, gardening, or cleaning—and is paid through your Support at Home funding.
What Does It Mean to Self-Manage Your Support at Home Funding?
Choosing to self-manage your Support at Home funding means you take charge of finding and managing your own care workers. If you’re comfortable using email and a computer, it’s quite straightforward. You can find support workers using online platforms like:
- Mable
- Find a Carer
- Careseekers
- Like Family – where carers charge a simple, flat rate
Self-Managed vs Provider Managed Support at Home — What’s the Difference?
Here’s the simple breakdown:
- Provider Managed: The provider handles everything – schedules, staffing, and finances. This is the most convenient. The provider will utilise funding from your package to manage your services.
- Self-Managed: You choose your own carers and decide which services you want. Your provider still takes care of the financial side and ensures workers meet compliance standards.
- Part Managed: With Part Managed, we arrange your gardening, cleaning, and Allied Health suppliers, while you manage your own support workers if you require them.
Is Respite Care Included in My Support at Home funding?
Yes, some respite services may be covered under your Support at Home funding—as long as they’re not already funded through another government program. Your eligibility for respite care is determined during you’re aged care assessment, and coverage is assessed on a case-by-case basis.
Can My Support at Home Cover Meals?
Your package can cover the cost of preparing and delivering meals, but not the raw food ingredients – except in cases like enteral feeding. For example, if you’re using Lite n’ Easy, around 70% of the cost (the preparation and delivery component) may be funded through your package. You’ll need to cover the remaining 30% for the food itself. Restaurant and takeaway meals are not covered.
Are Hearing Aids Funded Through My Support at Home?
Hearing aids are subsidised under the Australian Government Hearing Services Program, so they’re not eligible for funding through your Support at Home.
Can I Get Extra Supplements Through My Support at Home?
Yes, if you’re eligible, supplements can be added to your Support at Home funding. These are determined through assessments and include:
- Dementia and Cognition Supplement
- Veterans’ Supplement
- Oxygen Supplement
- Enteral Feeding Supplement
- Viability Supplement
- Hardship Supplement
Does Gratitude Offer Services Other Providers Don’t?
All registered Support at Home providers must follow the same government-regulated framework, so the services covered are generally the same across providers. Some providers may offer perks to bundle different services together.
Can I Use My Support at Home Funding to Pay for a Funeral?
Support at Home funds are strictly for services that support your care needs, health, and safety at home. Funeral expenses do not meet these criteria and are not covered.
Can I Use My Support at Home for Home Modifications?
Yes – minor home modifications can be covered, provided they meet your care needs. These typically include things like grab rails, shower chairs, or temporary ramps.
Keep in mind:
- The changes must be essential to your health or mobility.
- They must not increase the value of the property.
- All requests are assessed on a case-by-case basis.
