A woman caregiver assisting a senior, 94 years old, sitting in a wheelchair with shopping.

How to access Support at Home services

Overview: What is Support at Home? 

 
From 1 July 2025, the new Support at Home Program will replace the Home Care Packages (HCP) Program and the Short-Term Restorative Care (STRC) Programme. This marks a major step forward in making aged care services simpler and more flexible for older Australians living at home. 
 
If you’re an older person looking for extra support to stay safe and independent at home -or you’re exploring care options for a family member or friend- this guide will walk you through each step of the process, from registration to starting services with a provider like Holdsworth. 
 

 Step-by-step: Accessing Support at Home 

1. Register with My Aged Care 

The first step is to register with My Aged Care, the government gateway to aged care services in Australia. You can register by: 
  • Calling My Aged Care on 1800 200 422 
  • Completing the ‘Apply for an Assessment’ form on the My Aged Care website 
  • Asking a GP, health professional, or hospital to refer you 
  • Booking an appointment with an Aged Care Specialist Officer (ACSO) 

 2. Screening and assessment 

 After registering, you (or your loved one) will complete a short screening. If eligible, you’ll be referred for an aged care assessment using the Integrated Assessment Tool (IAT). This helps determine the right services for your needs. Assessors will consider: 
 
  • Health and physical needs 
  • Cognitive and emotional wellbeing 
  • Social connections and family support 
  • Living arrangements and daily challenges 

 3. Receive your Support Plan and Notice of Decision 

Following your assessment, you’ll receive two important documents: 
 
  • A Support Plan, which outlines your care needs, goals, and recommended services. 
  • A Notice of Decision, which confirms: 
    • Which services you’re eligible for 
    • Why you were approved 
    • Your rights for review or appeal

4. Receiving a classification 

If approved, you’ll be assigned a funding classification based on the level of support needed. This determines how much funding you’ll receive for services. Classifications include: 
 
  • Ongoing services (8 funding levels) 
  • Short-term supports  

5. Enter the Support At Home Priority System 

You’ll then enter the Support at Home Priority System, which helps ensure people with higher needs receive services sooner. Priority levels are: 
 
  • Urgent 
  • High 
  • Medium
  • Standard 

6. Funding is allocated 
When funding becomes available, you’ll receive a letter confirming your approved support and classification. At this point, you can choose a provider to deliver your services. 

7. Choose a provider and start services 

Once funding is confirmed, you have 56 days (or up to 84 days with an extension) to choose a provider and sign a Service Agreement. This is where Holdsworth can help. 
 

Why choose Holdsworth? 

Holdsworth is dedicated to providing personalised and flexible aged care at home. Our experienced team is qualified in various fields, including nursing, dementia care, and social work.  
 
Our uniquely individual approach ensures that our activities and programs are tailored to your abilities and interests. We are recognised as a Dementia Australia Dementia Friendly Organisation and a Dementia Australia Best Practice Site. 
 
Contact us on 1300 882 962

Email us at agedcare@holdsworth.org.au

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