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Read our frequently asked questions
My Aged Care is the organisation created by the Australian Government to represent and support older Australians in the process of securing care as their needs change. The website provides a lot of information on what types of care are available, establishing eligibility and the process involved for you or your loved one.
A My Aged Care provider is the organisation that provides and manages care and support for you or your loved one. Alpha Support at Home is a registered My Aged Care and Support at Home provider and can support you or your loved one either privately (with your personal funding) or via the Support at Home program (government funded).
There are a few key steps to applying for funding. The first involves establishing if you or your loved one is eligible to be assessed. If so, they will be assessed and either approved for funding now, or not. You will need to contact My Aged Care to set up this process. Either call them on 1800 200 422 or apply online at www.myagedcare.gov.au/assessment. As an experienced, registered My Aged Care provider, Alpha Support at Home can guide you through the involved and often overwhelming process of applying for funding. Call us today on 1300 023 676 to get the process started.
We understand that sometimes you might need support urgently. To accommodate this, we offer a fee-for-service program for home care. This means you can access the services you need, right when you need them, without having to wait for government funding or approval. Simply pay for the specific services you need, as and when you require them. This way, you can begin receiving the necessary care and support in your home without any delay.
Reach out to us right away and let us assist you through this journey. Call us on 1300 023 676.
A Service Agreement is an agreement between you and your Support at Home Provider. It details the services you want and the Provider will provide. Organising a Service Agreement comes after you have received your Support at Home funding. Your services should not commence without it.
Developing your Service Agreement is something you do in partnership with your Provider.
After you've selected Alpha Support at Home as your Support at Home Provider, we will collaborate with you to formulate your personal Care Plan to support you living independently. This will lay the groundwork for your Service Agreement, detailing:
- The manner in which your services will be provided
- The team responsible for their provision
- The associated costs
It is important to remember that you and Alpha Support at Home are entering into this agreement as equal partners, and any changes must be agreed to by both parties. If any physical or medical issues hinder you from entering the Service Agreement, your registered support person can step in to complete the agreement on your behalf.
Yes, you can do this at any time. You only need to abide by the notice periods agreed between you and your current provider.
No, providers cannot charge exit fees and they are obligated to support you in the move.
All registered My Aged Care providers are listed on the My Aged Care website here. Alpha Support at Home is a registered My Aged Care provider and also provides support to privately funded clients. Call us on 1300 023 676 so we can help you through the process.
All registered My Aged Care providers are listed on the My Aged Care website here. Alpha Support at Home is a registered My Aged Care provider and also provides support to privately funded clients. Call us on 1300 023 676 so we can help you through the process.
You will need to arrange for another assessment to establish your eligibility for more funding. If your assessment confirms that your needs have changed and a higher level of care is required, you will be approved for a higher level Support at Home budget.
Yes, you will. You will need to agree with your new provider the services you want, based on your current needs and preferences.
Alpha Support at Home is committed to providing a safe and respectful environment, and we encourage and welcome your feedback in order to improve our services. Please visit our Provide Feedback page for information on the different ways you can provide feedback.
The following people will be entitled to an Aged Care Assessment that establishes eligibility for funding:
• Aged 65 or older (50 or older for Aboriginal or Torres Strait Islander people, or people who are homeless or at risk of homelessness).
For a full list of services that clients can access under the Support at Home Program, please review the program service list here.
Participants are not automatically eligible for services on the service list. They must be assessed as needing the service, which will be documented in their notice of decision and accompanying support plan.
Contributions in the Support at Home program differ from the Home Care Package Program. Fees depend on an individual’s funding level and personal circumstances (whether you are a full pensioner, part pensioner, or self-funded retiree).
A no worse off principle applies to the contributions arrangements for people who on 12 September 2024, were either receiving a Home Care Package, on the National Priority System, or assessed as eligible for a package. These participants are no worse off because of the reforms and make the same contributions or lower than they would have had under Home Care Packages Program arrangements.
No. Support at Home services are divided into three categories: clinical, independence, and everyday living supports. Services in the clinical supports category (e.g., nursing and physiotherapy) continue to be fully funded by government for all clients.
To some extent, yes. Clients can save funding between quarters to meet unplanned needs, although this will be capped at $1,000, or 10% of the value of their quarterly budget (whichever is higher).
Individuals assessed as requiring assistive technology and/or home modifications do not need to save up their funds for these services because additional funding is provided separately through the Assistive Technology and Home Modifications Scheme.
Home Care Package recipients as at 1 November 2025 who had an unspent funds balance retained these funds when transitioning to Support at Home. They could be used for ongoing services when their quarterly budget was exhausted, or for the Assistive Technology and Home Modifications Scheme if required.
The Department of Health and Ageing will continue to publish new resources which we feature on our website here for your convenience.
The Single Assessment System for aged care responds to Recommendation 28 of the Royal Commission into Aged Care Quality and Safety.
The Royal Commission found that the previous aged care assessment process was confusing for older people and their families to navigate, and people often bounced between assessment organisations.
The Single Assessment System workforce will simplify and improve an older person’s experience as they enter and progress through the aged care system by:
- providing a single assessment pathway for older people so they don’t have to change assessment providers as their needs change
- ensuring access to assessments in regional, remote and rural areas
- reducing wait times to access an aged care assessment
Under Support at Home, a single provider manages and delivers a Support at Home participant’s services to meet their assessed needs within their budget. The single provider is also responsible for arranging and sourcing any required assistive technology and/or home modifications via purchase or loan through the Assistive Technology and Home Modifications Scheme.
Participants are able to engage a third party to deliver the services if their provider agrees to support these arrangements. If their provider agrees, they will remain responsible for:
- the quality and safety of the services the participant is receiving
- meeting regulatory requirements for all care and services
The registered supporter role is one of the changes under the new Aged Care Act that aim to promote older people’s right to be supported to make decisions.
A registered supporter can be a trusted family member or friend of an older person’s choosing. An older person can have more than one registered supporter.
Some registered supporters also have guardianship, enduring power of attorney or similar. These people are appointed decision makers for the older person and can make decisions on behalf of the older person under state or territory arrangements. An appointed decision maker can only make decisions on the older person’s behalf in line with their active, legal authority.
Becoming a registered supporter does not provide a person with decision-making authority for the older person. A registered supporter’s role is to support the older person to make their own decisions.
Having a registered supporter does not stop older people from being able to receive information, make decisions, or communicate directly with others including aged care providers, My Aged Care and assessors.
Home care services provide assistance to older Australians who need help with daily activities or medical care in order to remain living at home for longer.
Alpha Support at Home can work with you or your loved one to develop a personalised care plan designed to enable you to continue living independently in the comfort of your own home for as long as possible. Contact us on 1300 023 676 today.
There is an extensive list of services available under the Support at Home program. Services include personal care (bathing, dressing), housekeeping, meal preparation, medication reminders, transportation, companionship, and skilled nursing care. For a full list of services available, please visit our Resources page.
Consider home care if you notice difficulties with daily activities, increased fall risk, medication management issues, or a decline in personal hygiene or home cleanliness.
Difficulty with daily activities:
- Struggling with personal care tasks like bathing, dressing, or grooming
- Difficulty preparing meals or maintaining a balanced diet
- Challenges with light housekeeping or laundry
- Trouble managing finances or paying bills on time
Increased fall risk:
- Recent falls or near-falls
- Unsteady gait or difficulty with balance
- Reluctance to use stairs or move around the house
Medication management issues:
- Forgetting to take medications or taking incorrect doses
- Difficulty organising or refilling prescriptions
- Confusion about medication schedules or purposes
Decline in personal hygiene or home cleanliness:
- Noticeable body smell or infrequent bathing
- Wearing dirty or inappropriate clothing
- Unkempt appearance of hair or nails
- Accumulation of clutter or dirt in the home
- Spoiled food in the refrigerator or kitchen
Cognitive changes:
- Increased forgetfulness or confusion
- Difficulty following conversations or instructions
- Getting lost in familiar places
- Poor judgment in financial matters or personal safety
Social isolation:
- Withdrawal from friends, family, or previously enjoyed activities
- Reluctance to leave the house
- Expressed feelings of loneliness or depression
Health conditions:
- Recent hospital stay or new diagnosis requiring ongoing care
- Chronic conditions that are becoming harder to manage independently
- Unexplained weight loss or gain
Caregiver stress:
- If you're the primary caregiver, feeling overwhelmed, stressed, or unable to meet all care needs
Safety concerns:
- Leaving appliances on or doors unlocked
- Difficulty responding to emergency situations
Mobility issues:
- Trouble getting in and out of bed or chairs
- Difficulty navigating the home, especially if it has stairs
Home care allows individuals to receive care in their own homes, maintaining independence and familiar surroundings, while nursing homes provide 24/7 care in a residential facility.
Yes, but Support at Home providers handle background checks, taxes, and replacements if a caregiver is sick or on vacation. Hiring directly may be less expensive but comes with more responsibilities and may create added risk.
Regularly communicate with the home care service provider, caregiver and your loved one, make unexpected visits, and establish a care plan with clear goals and expectations.
There are a few key steps to applying for funding. The first involves establishing if you or your loved one is eligible to be assessed. If so, they will be assessed and either approved for funding now, or not. You will need to contact My Aged Care to set up this process. Either call them on 1800 200 422 or apply online at www.myagedcare.gov.au/assessment .
As an experienced, registered My Aged Care provider, Alpha Support at Home can guide you through the involved and often overwhelming process of applying for funding. Call us today on 1300 023 676 to get the process started.
Alpha Support at Home is committed to providing a safe and respectful environment, and we encourage and welcome your feedback in order to improve our services. Please visit our Provide Feedback page for information on the different ways you can provide feedback.
