1. What is the Support at Home program?

The Support at Home (SAH) program is the Australian Government’s new way of funding and delivering in-home aged care. It began 1 November 2025 and replaced the Home Care Packages and Short-Term Restorative Care programs. Support at Home has been designed to give older adults greater flexibility, choice and transparency in how their services are arranged.

2. I already have a Home Care Package. What happens to me?

You don’t need to do anything. If you currently receive a Home Care Package (HCP), you will automatically transition into the Support at Home program. Northside Community Service will work closely with you to make sure your services continue smoothly and without interruption.

3. Will my services change under Support at Home?

Your supports will continue, but the way they are funded and organised will change. The new system uses a clearer and more consistent structure for planning and delivering in-home support. You will continue to receive the services you need, but the program introduces a simpler approach to pricing and service planning.

Your Northside Care Partner will guide you through any changes, ensuring your supports continue to match your goals and preferences.

4. Will I still have a Care Partner?

Yes. Under Support at Home, you will continue to have a dedicated Northside Care Partner who works with you to:

• Understand your goals
• Build your personalised support plan
• Review and adjust your supports and goals over time
• Ensure your services are safe, high-quality, and always aligned with your preferences

5. How much will I have to pay under Support at Home?

Most people are required to pay a government-assessed contribution, determined by Services Australia. You will receive a letter outlining your contribution before services begin. Northside Community Service will always discuss your plan and any costs with you before your supports start.

6. How do I apply for Support at Home?

You begin by contacting My Aged Care on 1800 200 422 or you can visit the website https://www.myagedcare.gov.au

They will:

• Complete a screening
• Arrange an assessment
• Determine your eligibility
• Provide you with a referral

Once you nominate Northside Community Service, we will guide you through every step.

7. Can I switch to Northside Community Service from another provider?

Yes. Just call My Aged Care and ask for your referral to be assigned to Northside Community Service. We will help you with the transition and ensure your services continue smoothly.

8. What kinds of services can I receive under Support at Home?

Under the Support at Home program, you can receive a wide range of services designed to help you stay safe, independent and connected while living at home. Your services are based on your assessment, your personal goals and what matters most to you.

Northside Community Service provides support across three key areas:

Clinical

These services are provided by qualified health professionals and are fully funded by the government, which means you do not pay anything for them.

Clinical supports include:

• Nursing care (Registered Nurses, Enrolled Nurses and Nursing Assistants)
• Care management and care planning
• Allied health services such as physiotherapy, occupational therapy, podiatry, psychology, social work, speech pathology, dietetics, and exercise physiology
• Counselling and psychotherapy
• Clinical assessments, reviews and follow-up care
• Clinical advice by phone where appropriate

These services help manage health conditions, support recovery, reduce hospital visits, and ensure your care continues to meet your changing needs.

Independence

These services support your ability to live well, stay active and remain connected to your community.

This may include:

• Personal care (such as showering, dressing, continence support and medication assistance)
• Social support
• Cultural and community connection
• Transport to appointments, shopping, and social activities
• Digital skills support
• Therapeutic supports such as massage, chiropractic, osteopathy or acupuncture
• Assistive technology and home modifications (such as mobility aids, rails, ramps and safety equipment)

Your contribution to these services will depend on your financial assessment by Services Australia and whether you are a new Support at Home client or transitioning from Home Care Packages.

Everyday Living

These services help keep your home safe, clean, and liveable so you can remain independent.

This may include:

• Domestic assistance (cleaning, laundry and shopping support)
• Gardening and home maintenance
• Home repairs and safety improvements
• Meal delivery

Your contribution for Everyday Living services will depend on your assessment and whether you are a grandfathered Home Care Package client or a new Support at Home participant.

Your care is always tailored to you.

Your Support at Home plan is built around your goals, preferences and daily life. Whether you need a little help around the house, support to get out into the community, or clinical care to manage your health, your services will be matched to what helps you live well at home.

Before any service is scheduled, we will explain the cost, how it fits within your budget, and what your contribution will be, so there are no surprises.

9. What are my rights under the new Aged Care Act 2025?

Under the new Aged Care Act, every older adult has the right to:

• Be treated with dignity and respect
• Make informed decisions about their care
• Receive culturally safe and inclusive services
• Have their voice heard and concerns acted upon

Northside Community Service is very committed to delivering services that uphold these rights.

10. Who do I contact if I have questions?

For questions about your contribution amounts:

Please contact Services Australia 1800 227 475

For assessments, referrals and help navigating My Aged Care:

Please contact My Aged Care 1800 200 422

For questions about services, support planning, goals, preferences and concerns:

Please contact Northside Community Service Aged Care Team

(02) 6171 8000

aged.care@northside.asn.au