A New Chapter for Home Care in Australia
From 1 November 2025, the Australian Government will officially launch the Support at Home program, combining the existing Home Care Packages (HCP) and Short-Term Restorative Care (STRC) programs into one.
This reform aims to make aged care simpler, fairer, and more flexible — allowing older Australians to stay independent at home for longer. But one question is causing confusion for many families:
“Where do I fit in the new system?”
Whether you’re just starting your care journey, moving from an older program, or continuing services you’ve had for years, understanding your category under Support at Home will help you:
- Access the right level of support,
- Know what funding applies, and
- Plan for the future with confidence.
At Support Services Connect Australia (SSCA), we help Melbourne families navigate this change. Through our free care finding service, we make it easier to understand where you fit — and to find the right provider when the time comes.
Why Support at Home Matters
The Support at Home program is built around one goal: helping older people remain safe, comfortable, and connected while living at home. Instead of juggling different schemes, you’ll now have one streamlined system that funds a wide range of services, such as:
- Personal care: help with bathing, grooming, dressing, or toileting.
- Domestic support: cleaning, laundry, cooking, and light household maintenance.
- Health-related support: medication management, mobility assistance, or escorting to appointments.
- Companionship and social support: friendly visits, phone check-ins, or group activities.
Because everyone’s circumstances are different, the government uses three main participant categories under Support at Home — each with distinct processes and entitlements. Knowing which one applies to you ensures you receive the right care without unnecessary delays or costs.
The Three Support at Home Participant Categories
- New Participants – Starting Your Home Care Journey
If you’ve never received formal in-home aged care before, you’re considered a new participant.
You might be:
- Experiencing new health or mobility challenges,
- Recovering from surgery or illness,
- Feeling that daily tasks are becoming harder, or
- Ready to explore government-funded support for the first time.
What to expect as a new participant:
- You’ll begin with an assessment through My Aged Care, which determines your eligibility and level of need.
- A care coordinator or assessor will discuss your goals, preferences, and what kind of help suits you best.
- You’ll be introduced to funding options, including government support and potential personal contributions.
- Your services will start small and can be adjusted as your situation changes.
It can feel overwhelming at first — there’s paperwork, new people, and unfamiliar terminology. But it’s also a chance to design your care from the ground up.
How SSCA helps:
Our free care finding service walks you through the process. We explain your options, compare providers in Melbourne, and help you match with one who respects your choices and budget.
- Transitional Participants – Moving Between Systems
A transitional participant is someone shifting from one type of care or funding model to another. For example:
- Leaving hospital or rehab and beginning home-based support,
- Moving from the Commonwealth Home Support Program (CHSP) or Home Care Package into Support at Home,
- Switching from informal family help to structured, provider-delivered services.
What to expect as a transitional participant:
- You may already have some services but need to update or combine them.
- Temporary overlaps can occur — for example, you might receive discharge care from a hospital and new Support at Home services at the same time.
- You may see changes in eligibility rules or funding rates.
- Communication is critical — old and new providers must coordinate to avoid service gaps.
Transitions often feel complicated, but they also offer a chance to re-evaluate your care. It’s the perfect time to ask, “Are my services still right for me?”
- Grandfathered Participants – Continuing Under Previous Rules
If you started receiving home care before 12 September 2024, you may be classed as a grandfathered participant. This means you can continue under the same conditions, even if newer clients follow updated rules.
You might notice differences such as:
- Access to services that are no longer offered to new participants (like heavy cleaning or garden work).
- Different fee structures or contribution rates.
- Ongoing access to programs that are now closed to new applicants.
What to expect as a grandfathered participant:
- You usually don’t need to reapply for eligibility.
- Your services continue as agreed unless your needs change.
- You may not be affected immediately by new Support at Home pricing rules.
However, it’s important to stay informed. Over time, the government may align grandfathered plans with newer models.
How SSCA helps:
We can review your current arrangements, explain how future changes might affect you, and guide you if you decide to switch providers for better value or flexibility.
How to Identify Your Category
If you’re unsure where you fit, ask yourself these three questions:
| Question | Your Likely Category |
| Am I starting care for the first time? | New participant |
| Am I moving from one program to another? | Transitional participant |
| Did I start services before 12 Sept 2024 under older rules? | Grandfathered participant |
If you’re still uncertain, talk to your care coordinator — or contact SSCA for personalised guidance. We can help you confirm your category and explain what it means for your funding and service options.
Why Knowing Your Category Matters
Understanding where you fit under Support at Home directly impacts:
- Funding: Some categories receive different subsidies or co-payment rates.
- Service eligibility: Certain supports may apply only to new or transitional participants.
- Planning: Knowing your category helps you prepare for future program changes.
- Confidence: You’ll feel more in control when you understand your rights and responsibilities.
When families know their place in the system, decisions become clearer — and care becomes smoother.
Tips for Getting the Most Out of Support at Home
No matter your category, these strategies can help you make the most of your care:
✅ Ask early and often: Don’t wait until you’re struggling. Ask about what’s included, how pricing works, and how to request changes.
✅ Keep good records: Save your care plan, invoices, and service history. This helps resolve issues faster.
✅ Stay flexible: Your needs will evolve, and Support at Home is designed to adapt with you.
✅ Build trust with carers: A good relationship with your care team makes all the difference.
✅ Use care finding support: Comparing providers on your own can be confusing. SSCA can do the groundwork for you — free of charge.
How SSCA’s Free Care Finding Service Helps Melbourne Families
At Support Services Connect Australia, we specialise in helping older Australians navigate complex care systems — especially during times of change.
Here’s what sets our care finding service apart:
- It’s completely free. We don’t charge clients — ever.
- It’s independent. We match you with the right provider for your needs, not based on any commission.
- It’s Melbourne-focused. Our local knowledge helps us connect you with trusted providers in your area.
- It’s efficient. We streamline the process, from assessment support to onboarding.
By using our service, you avoid repeating your story to multiple organisations, save time, and make confident, informed decisions.
Common Questions
Will my category change over time?
Possibly. If your needs increase or programs evolve, you may shift from transitional to ongoing care.
Do grandfathered clients lose benefits when Support at Home starts?
No, you’ll retain your entitlements, but future policy updates may align older packages with new frameworks.
Can SSCA help me compare costs between providers?
Yes — our free care finding service includes a fee and service comparison report tailored to your preferences.
Do I have to change providers in 2025?
No. You can keep your current provider or explore other options if you prefer.
Preparing for the Future
The Support at Home transition is about giving Australians more control over their care. To prepare:
1️⃣ Review your current services and check if they still meet your needs.
2️⃣ Contact your provider for updates on how the transition affects you.
3️⃣ Gather your care documents, budgets, and assessments.
4️⃣ Talk to SSCA about care finding and planning your next steps.
Being proactive now means fewer surprises later.
Final Thoughts
Finding your place in the new Support at Home system is more than a bureaucratic step — it’s about ensuring that your care reflects your needs, your independence, and your dignity.
At Support Services Connect Australia (SSCA), we believe every older person deserves clear information and genuine support. Through our free care finding service, we help Melbourne families understand their options, compare providers, and transition with ease.