Support at Home reform: are you implementation-ready?

With less than 90 days to go, here’s what providers should be working on now

With the Support at Home program set to launch on 1 July 2025, home care providers across Australia are asking themselves an important question: “Are we where we should be?”

Many teams find themselves in a holding pattern – waiting on final guidance from the Department of Health and Aged Care, including business rules, pricing advice, and official templates. But while some of these final details are still to come, there is already a significant amount that can (and should) be progressed now.

Delaying preparation could mean a rushed transition, missed opportunities, and avoidable disruption for clients, staff, and systems.

That’s exactly why Support at Home HQ exists. Our subscription platform supports CHSP and home care providers with practical tools, templates, and expert-led resources to help you plan with clarity – and act with confidence.

What should providers be doing right now?

While many are still waiting for final guidance, the foundations for a successful transition can – and should – be laid now. Based on the current draft Support at Home program manual and Aged Care Rules, here are 10 key areas providers can actively progress to ensure they’re reform-ready:

1. Unit pricing strategy & indicative price lists

Review your current unit pricing structure and draft indicative rates for 1 July 2025. Use sample client budgets to test different scenarios and assess the likely impact on service delivery and care time. While final pricing advice is still pending, this will allow you to refine and adjust with confidence once it is released.

2. Financial modelling for SaH

Develop three financial scenarios – best case, worst case, and most likely – for FY2025–26. Factor in proposed unit pricing, assumptions around unspent funds, and the potential impact of internal efficiency measures (for example, changes to care management delivery or reductions in overheads). This step will inform both operational planning and board-level decision-making.

3. Debtors management & security of tenure

With the new Client Contribution Framework, providers will need strong systems for managing client payments and financial risk. Now is the time to review how your organisation handles debtor follow-up, client invoicing, and security of tenure – ensuring policies are aligned with legislative expectations and can support consistent enforcement.

4. Communications planning

Clear, well-timed communication will be essential to support change management across your organisation. Develop a plan that identifies key messages and timelines for your board, clients, carers, workforce, and subcontractors. Begin preparing FAQs, briefing notes, talking points, and email content to support proactive engagement and reduce confusion during the rollout.

5. Marketing & collateral

Your public-facing information needs to clearly explain what’s changing and how your services will adapt. Update your website, client handbooks, brochures, welcome packs, and onboarding documentation to reflect the Support at Home model and reassure both current and prospective clients.

6. Business rules & process mapping

Use the draft SaH program manual and Aged Care Rules to begin mapping your updated internal workflows. Key processes include client intake, needs assessment, budget setting, care planning, service delivery, invoicing, claims, and complaints handling. Mapping these now will inform system configuration and workforce training later.

7. CMS readiness & risk planning

Meet with your CMS provider to understand their development roadmap and what changes will be delivered by July. Clarify what’s in scope for upgrades, what may require manual workarounds, and what support is available. Incorporate this into your reform risk management plan and implementation schedule to reduce surprises.

8. Care management model review

Evaluate whether your current care management structure meets the expectations of the Support at Home Program. Ensure your model allows for accurate time tracking, appropriate service allocation, and sufficient resourcing. Consider adjustments to FTE allocation, care coordinator roles, or reporting practices to improve sustainability and transparency.

9. Training & capacity building

Start preparing internal training materials and orientation resources for your board, staff, and subcontractors. Ensure these materials outline the service model changes, role responsibilities, and how to communicate confidently with clients during the transition. A well-briefed team will be one of your greatest assets in July.

10. End-of-life & restorative care models

Support at Home introduces new service types that may require new internal capabilities. If you plan to offer end-of-life or restorative care, now is the time to begin designing your model – including documentation, assessment tools, clinical governance structures, and workforce requirements. If internal delivery isn’t feasible, begin identifying service partners and formalising referral pathways.

Need help pulling it all together?

That’s where Support at Home HQ comes in.

Created by Enkindle Consulting, SaH HQ is an affordable subscription platform giving providers access to practical tools, templates, webinars, and help desk support to guide their transition to the Support at Home Program and the new Aged Care Act.

You’ll gain immediate access to:

A customisable project implementation framework
Budgeting tools, pricing calculators, and checklists
Policy and communication templates
Monthly webinars and live reform briefings
Ask-an-expert reform help desk
Both the Support at Home and Aged Care Reform toolkits

Whether you’re leading a team or managing on your own, SaH HQ helps you move from uncertainty to confident action.

Ready to Join?

SaH HQ is designed to support organisations of all sizes – with affordable pricing and access for up to 5 users per organisation. Cancel anytime.

Learn more at www.supportathomehq.com.au