The new Support at Home Program explained

If you're trying to help your parents stay in their own home as they get older, there's a government program you need to know about. It's called Support at Home, and it started in November 2025, replacing the old Home Care Packages system.

Most people haven't heard of it yet, or don't understand how it works. Here's what you actually need to know.

 

The overwhelming majority of older Australians want to stay in their own homes as they age. That's not surprising - home is where the memories are, where things are familiar, where you feel most yourself. The Support at Home program is designed specifically to make this possible for more people, for longer.

Previous systems often meant people had to move into residential care earlier than they wanted to because the right support wasn't available at home. This new program aims to change that by providing more flexible, comprehensive support that adapts as your parents' needs change - all designed to keep them living independently in their own home.

 

Think of Support at Home as a funding bucket that pays for the practical help your parents need to stay home safely. It's not one-size-fits-all - it's tailored to what they specifically need.

The everyday stuff:

• Someone to help with showering, dressing, or getting to the toilet

• Cleaning, gardening, laundry

• Meals delivered or someone to help cook

• Transport to appointments or the shops

• Someone to take them out for a coffee or keep them company

The medical stuff:

• Nursing care at home

• Physiotherapy, occupational therapy, podiatry

• A special "Restorative Care Pathway" - essentially a focused program to help elderly people regain independence after illness or injury

The equipment and modifications:

• Grab rails, shower chairs, walking aids

• Ramps, widened doorways, better lighting

• Whatever technology or modifications help her move around safely

End-of-life care:
There's also dedicated funding if your parents are in their last three months of life, so they can be supported to stay home if that's what they want.

 

This is the bit everyone wants to know: how much money are we talking about?

Support at Home funding ranges from around $11,000 to $78,000 per year, divided into eight classifications based on your parents' needs. The assessment team determines which classification fits their situation using a detailed assessment tool.

At the lower end (Classifications 1-2):
Around $11,000-$17,000 per year. This covers basic support like shopping assistance, light housekeeping, social outings, and some personal care help. Think: your parents can mostly manage but need a hand with the heavier tasks and staying connected.

In the middle (Classifications 3-5):
Around $25,000-$45,000 per year. This provides more comprehensive support, including regular personal care, allied health services, more frequent cleaning and meal prep, and some nursing care. This is for people who need help with daily living but don't have complex medical needs.

At the higher end (Classifications 6-8):
Around $52,000-$78,000 per year. This delivers extensive support for people with complex needs - think advanced dementia care, significant mobility issues, complex medical conditions requiring regular nursing, or multiple health challenges happening at once.

The actual amount you get isn't arbitrary - it's based on a thorough assessment of what your parents actually need to stay safe and as independent as possible at home.

Here are two examples to help you picture how Support at Home actually works:

Example 1:
Jean, who needs help staying independent

Jean is 82 and living alone. Her husband died two years ago. She's managing okay, but struggling with some things. She can't lift heavy items anymore, finds housework exhausting, and doesn't drive. She's also becoming isolated because she can't easily get out.

Jean gets assessed at Classification 2 (around $17,000/year). Her Support at Home funding covers:

• Cleaner twice a week for vacuuming, mopping, and bathroom cleaning

• Gardener fortnightly for mowing and heavy yard work

• Someone to take her grocery shopping once a week

• A social support worker who takes her to her book club and out for coffee weekly

• Meals on Wheels three times a week

This costs roughly $330 per week. Jean pays a small daily fee (around $11/day), and the rest is covered by her funding. She's staying in her own home, keeping up with friends, and the house is maintained - but she's not having to manage it all herself anymore.

Example 2:
Robert, who has complex care needs

Robert is 79 with advanced Parkinson's disease and early-stage dementia. His wife Margaret is his primary carer, but she's exhausted, and he needs more help than she can provide alone.

Robert gets assessed at Classification 7 (around $65,000/year). His Support at Home funding covers:

• Personal care worker morning and evening (help with showering, dressing, toileting, getting in and out of bed)

• Registered nurse three times a week for medication management and health monitoring

• Physiotherapist twice weekly to maintain mobility

• An occupational therapist who's arranged home modifications (grab rails, shower chair, better lighting)

• Respite care two afternoons a week, so Margaret can rest or get out of the house

• Continence supplies

• Meals delivered daily

This level of support costs around $1,250 per week. Robert pays income-tested fees based on their assets and income, but the bulk is covered by his funding. Margaret isn't doing this alone anymore, and Robert can stay in their home with professional support, managing his complex needs.

 

If one of your parents just had a fall, came out of the hospital, or something's changed suddenly, waiting weeks or months for support isn't an option.

What can happen quickly:
The system has emergency pathways for urgent situations. When you call My Aged Care (1800 200 422), be very clear about the urgency. Use words like "hospital discharge," "unsafe at home," "immediate risk," or "crisis situation." This flags your case for faster assessment.

Some services can start within days if there's genuine urgency - particularly personal care, basic nursing, or essential home modifications.

What takes longer:
Full assessments and comprehensive care plans still take time. You might wait weeks or even months for the complete package to be sorted, especially if your mum's needs aren't immediately critical.

Bridge solutions while you wait:

• Hospital discharge teams can sometimes arrange short-term support

• Some private providers offer interim services that you pay for yourself

• Assessment teams (the new system that replaced ACAT in December 2024) can sometimes fast-track assessments for hospital discharges

• Community health services might provide stop-gap nursing or allied health

The reality is that if you're in crisis mode, you'll probably need a combination of paid help, family pitching in, and whatever interim support you can cobble together until the proper funding starts.

How the money actually works

This is where Support at Home is different from the old system.

You don't get a "Level 1" or "Level 4" package anymore. Instead, you get an individual budget based on what the assessment says your mum needs. The funding is allocated across eight classifications based on how much support someone needs, but it's more flexible than before.

Your parents' care plan will show what the budget covers. They (or you, if you're managing this) can then choose which providers deliver which services, as long as it stays within the budget.

What you'll pay:
Everyone pays a basic daily fee (around $11 per day) regardless of their funding level. If your parents have significant income or assets, they might also pay income-tested fees on top of this. 

 

Step 1: Call My Aged Care
Ring 1800 200 422.
Yes, you'll be on hold. Yes, it's tedious. But this is the gateway to everything.

Tell them your parents need aged care support at home. They'll do a quick phone screening and then refer them for a proper assessment.

You can also start the process online at myagedcare.gov.au, but most people find the phone call simpler.

Before you call, have ready:

• Your parents' Medicare numbers and GP's contact details

• A list of all current medications

• Brief notes on what they are struggling with

• Their dates of birth and address

[DOWNLOADABLE RESOURCE: "Before You Call My Aged Care" Checklist]

Step 2: The assessment
An assessor will visit your parents at home (or in hospital if that's where one of them is) to work out what level of support they need. This determines their classification and budget.

Be honest about what's actually happening, not what you think you should say. If Mum or Dad are struggling to shower safely, say so. If they are not eating properly because cooking's too hard, mention it. If they are isolated and it's affecting their mental health, that counts too.

The assessment uses something called the Integrated Assessment Tool - it's very thorough and looks at everything from physical health to cognitive function to social connections.

What the assessor will ask about:

• What they can do independently versus what's difficult

• Health conditions and medications

• Mobility and risk of falls

• Whether they are managing meals, personal care, housework

• Social connections and mental wellbeing

• What concerns you most about their safety or quality of life

The assessment usually takes 1-2 hours. Having you there as well can be helpful - you might notice things that your parents don't mention or downplay.

[DOWNLOADABLE RESOURCE: "Questions to Ask During Your Assessment"]

Step 3: The care plan
Once the assessment is done, a care plan is developed. This outlines what your parents need and what their budget will cover. You'll receive a letter explaining the classification and the next steps.

Step 4: Choosing providers and getting started
You'll work with a support coordinator or directly with service providers to arrange the actual help. This is when services start - which might be weeks or months after that first phone call, depending on how urgent things are.

You can choose your own providers, or get help finding them through My Aged Care or aged care navigators.

[DOWNLOADABLE RESOURCE: "Provider Selection Guide - What to Look For"]

 

The system is designed to be flexible and person-centred, but it's still bureaucratic and slow unless you're in a genuine crisis. Starting early - before things are desperate - gives you more breathing room.

If either of your parents is resistant to "strangers in the house" or insists they are fine when they're clearly not, the assessment can still happen. The assessor has seen it all before and can often help your mum or dad feel more comfortable about accepting help.

And here's the truth: most families wait too long to start this process because it feels like admitting defeat. It's not. It's planning ahead so you're not scrambling in a crisis. Many caregivers also feel guilty about getting help - as if loving your parents means doing everything yourself. That's not how it works.

The funding levels might sound generous, but care costs add up quickly. A personal care worker visiting twice a day can easily cost $300-400 per week. Registered nursing care costs more. The funding is meant to cover professional support - it's not endless, so you'll need to prioritise what matters most to your parents' safety and quality of life.

The system is confusing, even for people who work in aged care. If you're feeling overwhelmed by phone calls, assessments, and paperwork, that's completely normal.

Hospital social workers can help if one of your parents is being discharged from a hospital. My Aged Care has support coordinators. And there are aged care navigators who can walk you through what's available and what might work for the situation.

 

Start the process:
Call My Aged Care on 1800 200 422 or visit myagedcare.gov.au

Download Vera's resources:

• Before You Call My Aged Care Checklist

• Questions to Ask During Assessment

• Provider Selection Guide

• Support at Home Starter Guide