Support at Home Program: What You Need to Know

For many older Australians, staying at home for as long as possible is far more than a preference — it is central to their sense of identity, independence, and wellbeing. Australia’s aged care system has changed significantly in recent years, and the Support at Home program now replaces the previous Home Care Package system to better reflect what older Australians actually need: flexible, personalised, government-funded support delivered in the comfort of home.

If you or someone you care for has been navigating the aged care system, you may still hear people refer to “Home Care Packages.” While that term is familiar, the Support at Home program is now the current framework — designed to be simpler, more responsive, and more transparent. This guide explains how the Support at Home program works, alongside our dedicated Aged Care Support Services, who is eligible, what services are available, and how CLM Community Support can help families across Bundaberg and the Wide Bay find the right care for their loved ones.

What Is the Support at Home Program?

The Support at Home program is the Australian Government’s approach to government-funded help at home services for older Australians. It provides funding and coordination for a range of in-home supports — from personal care and domestic assistance through to nursing services and allied health — so that older people can remain safely and comfortably in their own homes for as long as appropriate.

Rather than applying a one-size-fits-all approach, the Support at Home program is built around individual need. Funding is matched to assessed care requirements, and care plans are developed collaboratively with the older person and their family. For residents of Bundaberg, Hervey Bay, Maryborough, and surrounding Wide Bay communities, this means access to locally delivered, person-centred support from experienced providers.

Supporting Australians to Age in Place

The Support at Home program is underpinned by a clear goal: to help older Australians live safely and independently in familiar surroundings for as long as possible. Research consistently shows that ageing in place supports better physical and mental health outcomes, greater quality of life, and reduced reliance on residential aged care.

Specifically, the program is designed to:

• Maintain independence — supporting older people to manage daily life on their own terms, with assistance where it is needed.
• Improve safety at home — identifying and addressing risks, from medication management to fall prevention and home modifications.
• Enhance overall wellbeing — including social connection, mental health, and nutrition.
• Delay or reduce the need for residential aged care — by providing responsive support that grows alongside changing needs.
• Deliver individualised care — every care plan is tailored to the goals, preferences, and circumstances of the individual.

For families in the Wide Bay region, accessing this kind of flexible, community-based support can make an enormous difference — both for older Australians and for the family members who care about them.

Why the Government Introduced Support at Home

The Support at Home program launched on 1 November 2025, replacing Home Care Packages (HCP) and Short-Term Restorative Care (STRC) with a single, more streamlined framework. The Commonwealth Home Support Programme (CHSP) was not merged into Support at Home at this stage — the Australian Government extended CHSP as a separate program until at least 1 July 2027 to allow providers additional transition time. The intent of the broader reform is straightforward: make it easier for older Australians and their families to understand, access, and benefit from government-funded aged care.

Key reasons for the reform include:

• Simplifying a complex system — the previous structure involved multiple separate programs with different eligibility criteria, funding models, and rules. Support at Home creates a clearer, more unified framework.
• Greater flexibility — funding is matched to individual assessed need, allowing supports to be adjusted as circumstances change, without the rigidity of fixed package levels.
• More responsive care — the new system is designed to move people through the process more efficiently, reducing wait times and better meeting immediate needs.
• Improved transparency — clearer information about funding, services, and provider responsibilities helps older Australians and families make more informed decisions.

How the Support at Home Program Works

Accessing the Support at Home program involves several steps. While the process may initially feel unfamiliar, it is designed to be navigable — and a good provider will guide you through each stage.

Step 1: Contact My Aged Care

The starting point for accessing any government-funded aged care in Australia is My Aged Care. You can contact My Aged Care by phone or online. A representative will ask some initial questions to understand your situation and, where appropriate, arrange an assessment.

For families in Bundaberg and the Wide Bay region, this is the same entry point regardless of which services you ultimately need.

Step 2: Complete an Aged Care Assessment

Once referred, you will be assessed by a trained assessor through the Single Assessment System. This involves a conversation — often conducted in the older person’s home — to understand their daily living needs, functional capacity, health conditions, and personal goals.

The assessment looks at:

• What tasks the person needs help with
• Their physical and cognitive functioning
• Safety considerations at home
• Their social situation and support network
• Their own goals and preferences

This is not a pass-or-fail assessment. It is a conversation aimed at understanding the right level and type of support for that individual.

Step 3: Receive Your Funding Classification

Based on the assessment outcome, the older person is placed into one of eight ongoing funding classifications — a significant expansion from the previous four Home Care Package levels. Each classification reflects a different level of assessed care need, with funding matched accordingly. In addition to the eight ongoing classifications, there are specialised pathways including Restorative Care (short-term, goal-directed support) and End-of-Life care, each with their own funding arrangements.

This structure gives the system considerably more precision than its predecessor — meaning funding is more likely to reflect what a person actually needs, rather than being rounded to the nearest package level.

Funding classifications can change over time. If an older person’s needs increase or decrease, a reassessment can be requested through My Aged Care.

Step 4: Choose a Support at Home Provider

Once you have received your funding classification, you can choose a registered Support at Home provider to manage and deliver your care. This is an important decision — your provider will work with you to plan, coordinate, and deliver services tailored to your individual needs.

CLM Community Support is a locally owned and operated provider serving the Bundaberg and Wide Bay region. Our team understands the local community and is experienced in delivering aged care support services to older Queenslanders across a wide range of care needs.

Step 5: Develop a Personalised Care Plan

Working with your chosen provider, you will develop a care plan that outlines the services you will receive, how they will be delivered, and how your funding will be used. Care planning is collaborative — the older person and their family are central to the process.

A good care plan reflects not only what support a person needs, but what they want to achieve: maintaining a daily routine, staying connected with friends, continuing to manage their own garden, or simply feeling safe and comfortable at home.

Who Is Eligible?

The Support at Home program is available to older Australians who need assistance to remain safely at home. Eligibility is determined through the My Aged Care assessment process.

In general, the program is available to:

• Australians aged 65 years and over (or 50 years and over for Aboriginal and Torres Strait Islander people, who on average experience the health effects of ageing earlier)
• People whose needs cannot be fully met through informal support from family or friends
• People who have been assessed as requiring assistance with daily living, health management, or both

Importantly, the Support at Home program is designed to respond to changing care needs over time. An older person who initially needs only minimal assistance may require more intensive support following an illness, a fall, or a change in their health or circumstances. The program can adapt alongside those changes.

Signs It May Be Time to Seek Support

Many families find it difficult to know when to reach out for help. Some of the signs that an older person may benefit from Support at Home services include:

• Difficulty with personal care — such as showering, dressing, or managing toileting safely and independently
• Mobility issues — finding it harder to move around the home safely or get in and out of the car
• Recent falls or fear of falling — even one fall can significantly affect confidence and independence
• Challenges with medication management — missing doses, confusion about medications, or difficulty managing prescriptions
• Struggling with household tasks — cleaning, laundry, and general home maintenance becoming unmanageable
• Meal preparation becoming difficult — skipping meals, losing weight, or relying on unhealthy convenience foods; see also our guide to nutrition for older adults
• Social isolation — withdrawal from community life, friends, or family
• Memory changes — increasing forgetfulness, confusion, or difficulty managing everyday decisions safely

If any of these signs are present, reaching out to My Aged Care is a sensible first step. Early support can prevent small difficulties from becoming more serious issues.

What Services Can Be Included?

One of the defining features of the Support at Home program is that services are tailored to each person’s individual needs and goals — not predetermined from a fixed list. The following types of support can be included in a care plan, depending on assessed need.

Personal Care

Personal care services help older Australians manage the tasks of daily personal hygiene and grooming safely and with dignity. This can include:

• Showering and bathing assistance
• Help with dressing and undressing
• Grooming, hair care, and oral hygiene
• Toileting assistance and continence management

For many older Australians, being able to start each day feeling clean, comfortable, and well-presented makes a meaningful difference to self-confidence and wellbeing.

Nursing Services

One of the most significant features of the Support at Home program — and one that is not yet widely understood by families — is that Clinical Care services, including nursing and allied health, are 100% government-funded with no out-of-pocket co-contributions required, regardless of whether a participant is a pensioner or a self-funded retiree. This applies from the outset of the program.

In practical terms: if nursing support is included in your care plan, families pay nothing for that clinical care. It is fully covered.

It is also worth noting that from October 2026, personal care services are also scheduled to become fully government-funded with zero participant co-contributions — a further significant step toward making essential care accessible regardless of income.

Access to qualified nursing support at home allows older Australians to manage health conditions without the need for frequent hospital or clinic visits. CLM Community Support’s nursing services — delivered by experienced registered nurses — can include:

• Medication management — ensuring medications are taken correctly and safely
• Chronic disease support — monitoring and managing conditions such as diabetes, heart disease, and chronic obstructive pulmonary disease (COPD)
• Wound care — assessment and treatment of wounds to promote healing and prevent complications
• Clinical monitoring — regular health checks, observation of symptoms, and liaison with GPs and specialists
• Complex care — coordinated support for older Australians with multiple or high-level health needs

Our registered nurse Linda Miller brings clinical expertise and genuine compassion to the care our team delivers. If nursing support has been recommended as part of a care assessment, we can discuss what this looks like in practice.

Medical Disclaimer: Nursing and clinical services are delivered by qualified health professionals in accordance with their professional scope of practice. Information provided in this article is for general guidance only and does not constitute medical advice. Please consult a qualified health professional for advice specific to your situation.

Domestic Assistance

Keeping a clean, organised home becomes harder as we age — and in some cases, an untidy or unsafe home environment can directly increase health and injury risks. Daily living support through the Support at Home program can include:

• Cleaning and vacuuming
• Laundry and ironing
• Grocery shopping or accompanying a client to the shops
• Meal preparation and basic cooking

These practical supports help older Australians maintain a safe home environment and relieve the physical demands that can become overwhelming over time.

Social Support

Staying connected to community life is as important to health and wellbeing as physical care. Social isolation is associated with increased risks of depression, cognitive decline, and poor physical health outcomes among older Australians. Support in this area can include:

• Assistance with social and community participation — accompanying clients to local events, appointments, or group activities
• Transport assistance — helping older Australians get to where they need to go safely
• Companionship and friendly visiting
• Support to engage with social activities, clubs, or interest groups in the Bundaberg and Wide Bay area

Respite Care

Family members and informal carers play an invaluable role in supporting older Australians at home. But caring is demanding — physically, emotionally, and practically — and carer burnout is a real risk when support is not available.

In-home respite through the Support at Home program provides qualified care for the older person in their home, allowing family carers to rest, attend to their own commitments, or simply take a break. This is not a luxury — it is an important support that helps sustain informal care arrangements over the longer term.

Allied Health Services

Allied health professionals provide specialised support for mobility, function, communication, and nutrition. Depending on assessed need, a Support at Home care plan may include:

• Physiotherapy — improving strength, balance, and mobility; reducing fall risk
• Occupational therapy — assessing home safety, recommending equipment, and helping clients adapt daily tasks
• Speech pathology — supporting communication, swallowing difficulties, and safe eating
• Dietetics — personalised nutritional guidance; see also our resource on nutrition for older adults
• Podiatry — foot care, particularly important for older Australians with diabetes or circulation issues

Allied health support can be the difference between maintaining function independently and experiencing a gradual decline that leads to a more serious health event.

Assistive Technology and Home Modifications

The right equipment and home modifications can significantly extend an older person’s ability to live safely at home. Under the Support at Home program, funding may contribute to:

• Mobility aids — walking frames, wheelchairs, shower chairs, and similar equipment
• Grab rails and handrails — installed in bathrooms, hallways, and on external steps
• Bathroom modifications — including shower reconfiguration, toilet seat raisers, and non-slip surfaces
• Safety improvements — such as improved lighting or the installation of personal alarm systems
• Equipment supporting independence — reaching tools, adaptive kitchen equipment, and other assistive devices

These modifications are often low-cost interventions with high impact — reducing falls risk, improving confidence, and supporting independence.

Understanding Support at Home Funding

Understanding how funding works is important for older Australians and their families when making decisions about care.

Government Funding

The Australian Government funds the Support at Home program through an allocation based on assessed care needs. This means that the level of funding is determined by what support an individual actually needs — not by which of the previous four Home Care Package levels they were placed in. This is a more responsive approach that better aligns funding with the person in front of you.

Participant Contributions

Some participants may be asked to contribute towards the cost of certain services, depending on their individual financial circumstances. The level of any contribution is determined through a separate income assessment process administered by Services Australia. Not everyone will be required to contribute, and essential services are protected.

For specific information about participant contributions applicable to your situation, contact My Aged Care or speak with a registered provider.

Individual Budgets

Once funding is allocated, it is used to purchase the services outlined in the care plan. Providers are required to give clear information about how funding is being used, what services are being delivered, and what remains available. This transparency helps older Australians and families understand exactly what they are receiving and ensure their funding is working effectively for them.

Support at Home vs Home Care Packages

Many Australians — particularly those who entered the aged care system before the recent reforms — may still be familiar with the term “Home Care Package.” The transition to Support at Home has replaced this structure, and it helps to understand both what has changed and what has stayed the same.

Feature	Home Care Packages	Support at Home
Purpose	Support independence at home	Support independence at home
Funding model	Four fixed package levels (Level 1–4)	Eight ongoing classification levels (plus Restorative Care and End-of-Life pathways)
Services	Personalised services	Personalised services
Entry point	My Aged Care	My Aged Care
Care planning	Yes	Yes
Provider choice	Yes	Yes
Flexibility	Limited by package level	Greater flexibility matched to need
Transparency	Required	Enhanced requirements

What changed: Home Care Packages and Short-Term Restorative Care were replaced by Support at Home on 1 November 2025. The fixed four-level package structure has been replaced by eight ongoing classification levels, plus specialised Restorative Care and End-of-Life pathways. Clinical Care (nursing and allied health) is now fully government-funded with no participant co-contributions. The CHSP remains a separate, active program until at least 1 July 2027. The program overall is designed to be more responsive and transparent, with stronger requirements for providers to demonstrate value and accountability.

What stayed the same: The core purpose has not changed — the program still exists to help older Australians remain living at home with appropriate support. My Aged Care remains the entry point, care planning is still collaborative, and the right to choose your own provider is protected.

Why “Home Care Packages” is still widely used: Many Australians, health professionals, and community members continue to use the term because it was the established language for over a decade. If someone you know mentions their “Home Care Package,” they may be referring to what is now called Support at Home — or they may have had their care plan under the previous system. Either way, the team at CLM Community Support can help clarify where someone stands and what they are entitled to under the current framework.

Benefits of the Support at Home Program

Stay in Familiar Surroundings

Home is where older Australians have their routines, their memories, and their connections. Remaining at home — rather than transitioning to residential aged care before it is necessary — preserves that sense of place and belonging. For many people in the Bundaberg and Wide Bay region, this means remaining close to family, friends, and the community they know.

Maintain Your Independence

Support at Home is not about taking over — it is about providing assistance where it is needed so that older Australians can continue managing their own lives. Whether that means help with one or two tasks per week, or a more comprehensive package of daily support, the goal is always to preserve as much independence as possible.

Flexible Care That Grows With Your Needs

Life and health do not stay static, and neither does Support at Home. As an older person’s needs change — whether following a health event, a change in circumstances, or simply the natural progression of ageing — their care plan can be reviewed and adjusted. This flexibility is one of the most important features of the current system.

Improved Health and Wellbeing

Access to quality nursing, allied health, and personal care at home can significantly improve physical health outcomes, reduce hospital admissions, and support better mental health in aged care. Regular contact with trusted support workers also reduces social isolation, which is a significant risk factor for a range of health conditions in older Australians.

Greater Peace of Mind for Families

For adult children and other family members, knowing that a loved one has consistent, professional support can significantly ease anxiety. Families do not need to carry the full weight of care on their own. Working with an experienced local provider means families can be involved and informed without becoming exhausted.

Choosing the Right Support at Home Provider

Not all providers are the same, and choosing the right one matters. Here is what to look for.

Experience Matters

Look for a provider with demonstrated experience in aged care support — not just a general disability or community services background. Aged care involves specific clinical, regulatory, and interpersonal considerations that experienced providers understand well. CLM Community Support has worked with older Australians in the Bundaberg and Wide Bay region across a range of care needs and settings.

Individualised Care Planning

A quality provider will take the time to understand the older person as an individual — their preferences, goals, daily routines, and what matters most to them. Generic care plans that look the same for every client are a red flag.

Qualified Support Workers and Nurses

Check that your provider employs appropriately trained and vetted support workers and clinical staff. Where nursing services are required, ensure they are delivered by qualified registered or enrolled nurses, not unqualified staff. CLM Community Support’s care team includes experienced registered nurses and trained support workers committed to delivering consistent, high-quality care.

Clear Communication

A good provider communicates proactively — keeping families and the older person informed about what services are being delivered, how funding is being used, and when situations change. You should never feel left in the dark about what is happening with your care or your loved one’s.

Local Knowledge and Community Connections

In a regional area like Bundaberg and the Wide Bay, local knowledge genuinely matters. A provider who understands the local health system, GP networks, hospital services, community organisations, and geography is better placed to coordinate care effectively and respond quickly when it is needed.

Frequently Asked Questions

What is the Support at Home program? The Support at Home program is the Australian Government’s current framework for providing government-funded in-home aged care. It replaces the previous Home Care Package system and is designed to be more flexible, responsive, and transparent.

Who can apply? Australians aged 65 and over (or 50 and over for Aboriginal and Torres Strait Islander people) who require assistance to remain safely at home may be eligible. Eligibility is determined through a formal assessment via My Aged Care.

How do I access the program? Contact My Aged Care by phone (1800 200 422) or online. They will arrange an assessment to determine your eligibility and care needs.

What services are available? Services are tailored to individual needs and can include personal care, domestic assistance, nursing care, allied health, social support, respite care, assistive technology, and home modifications. You can view our full range of aged care support services at CLM Community Support.

Is the Support at Home program replacing Home Care Packages? Yes — Support at Home replaced Home Care Packages and Short-Term Restorative Care from 1 November 2025. While many people still use the term “Home Care Package” colloquially, Support at Home is now the current framework. The Commonwealth Home Support Programme (CHSP), which provides entry-level services for people with lower-level needs, remains a separate program and has been extended by the Government until at least 1 July 2027. If you were previously receiving Home Care Package services, speak with your provider or contact My Aged Care to understand how the transition affects you. For more information, read the Support at Home program brochure.

Can I choose my own provider? Yes. Once you have received your funding classification from My Aged Care, you have the right to choose a registered Support at Home provider. CLM Community Support is a locally owned provider serving the Bundaberg and Wide Bay region.

Will my care plan change if my needs change? Yes. Support at Home is designed to respond to changing needs. If your health or circumstances change, you can request a reassessment through My Aged Care. Your care plan can then be updated to reflect your current situation.

Can family members be involved in care planning? Absolutely. Family members and carers are encouraged to be part of the care planning process, with the older person’s consent. CLM Community Support actively involves families in developing and reviewing care plans — we know that the best outcomes happen when everyone who cares about a person is working together.

Aged Care Support in Bundaberg and the Wide Bay — Starting With CLM Community Support

Finding the right aged care support for yourself or someone you love takes time, and the process can feel unfamiliar. But older Australians in Bundaberg, Hervey Bay, Maryborough, and the broader Wide Bay region do not have to navigate it alone.

CLM Community Support is a locally owned and operated provider with deep roots in this community. Our team — including experienced registered nurses and dedicated support workers — understands the specific needs of older Queenslanders and the communities they live in. We take care planning seriously, we communicate openly with families, and we are committed to delivering support that respects the dignity, preferences, and goals of every individual we work with.

Whether you are just beginning to explore the Support at Home program or you are ready to start a care plan, we are here to help. Reach out to our team to find out more about our aged care support services and how we can support the people who matter most to you.

This article is intended for general informational purposes only and does not constitute medical or legal advice. Aged care eligibility, funding, and services are subject to individual assessment outcomes and may change over time. For advice specific to your situation, contact My Aged Care or speak with a qualified aged care professional.