If your parent needs help at home, the Support at Home program offers government-funded services to support their independence and wellbeing.

This guide will walk you through the key points to consider, helping you make informed decisions about the services available, eligibility and how to access the support your parent needs. Let’s simplify the process together.

Understanding the new system

Support at Home replaced Home Care Packages on 1 November 2025. The program provides government-funded aged care services to help older people stay at home safely. Key changes include 8 funding levels instead of 4, quarterly budgets reviewed every 3 months, clinical services fully funded, and price caps from July 2026.

How you can help your parent

Start the conversation early by talking with your parent about what help they need before they require urgent help. Ask about tasks they’re finding difficult, safety concerns in their home, their wishes about staying at home, whether they want your help with the process, and who will make decisions if they can’t. Talk about their values and what matters most to them.

Help them apply for assessment by calling My Aged Care on 1800 200 422 together, applying online at www.myagedcare.gov.au. You can call on their behalf if they prefer, be with them during phone calls, and help gather information like their Medicare card and health details.

Watch for the assessor’s call because after applying, an assessor will call within 2 to 6 weeks, and the call may come from a private number.

Attend the assessment with them if your parent wants you there, as assessments usually happen at your parent’s home. You can help by providing information about their daily challenges, asking questions they might forget to ask, taking notes about what happens next, and ensuring your parent’s voice is heard. Remember that this is your parent’s assessment, so support them but let them speak for themselves where possible.

Understanding their funding approval

Your parent will receive a Notice of Decision letter with their approved funding classification (1-8), their priority category (urgent, high, medium, or standard), what services they’re approved for, and their support plan. Help them read and understand the letter, keep it in a safe place and contact My Aged Care if you have questions.

Help them choose a provider

Once funding is allocated, your parent chooses a registered provider. Research together using the Find a Provider tool on www.myagedcare.gov.au, read reviews and compare services, ask about experience with their specific needs, check prices (from July 2026, these must be within government caps), and visit providers or have them visit your parent. Your parent should feel comfortable with their provider, and they can change providers if they’re not happy.

Help them understand costs

The government pays 100% of clinical supports like nursing and physiotherapy, plus a large portion of independence and everyday living supports. What your parent contributes is based on their income and assets, which Services Australia assesses, and there’s a lifetime cap of approximately $130,000 for non-clinical costs. Help by supporting them through the income and assets assessment, reviewing monthly statements from their provider, checking they’re not being overcharged and ensuring they understand their budget.

Support ongoing care management

Your parent will have a care partner who helps manage their services. You can attend care plan reviews if your parent wants, help them communicate changes in needs, support them to request service adjustments, and keep records of services and expenses.

Know when to request reassessment

If your parent’s needs change significantly, they can request a reassessment for a higher classification. Signs they may need more support include increased difficulty with daily tasks, new health conditions, recent hospital stays, safety concerns at home or current services aren’t meeting their needs.

Common challenges and solutions

If your parent refuses help, start with small conversations and share information about the free information sessions at Holdsworth, because sometimes hearing from professionals helps.

If your parent is overwhelmed by decisions, break it down into smaller steps, focus on one thing at a time and consider booking an Aged Care Specialist Officer for face-to-face support. If you’re not sure if your parent needs help yet, remember that an assessment doesn’t commit them to services. It identifies needs and approves funding if eligible, and services can start when they’re ready.

Free information sessions at Holdsworth

Bring your parent to learn about Support at Home together. Sessions run on the first Tuesday of every month from 2pm to 4pm at Holdsworth, 64 Holdsworth St, Woollahra NSW 2025. Drop in, walk in, or call 1300 882 962. Sessions are also held throughout the Eastern Suburbs, so call for locations.

Balancing support and independence

Do respect their decisions, support without taking over, listen to their concerns, include them in all conversations, and celebrate their independence. Don’t make decisions without them, dismiss their feelings, rush them into services they’re not ready for, take over communication with providers, or forget they’re the person receiving care.

Your wellbeing matters too

Supporting an elderly parent is rewarding but challenging. Set boundaries for what you can help with, ask other family members to share responsibilities, and use respite services when your parent begins receiving care.

Key contacts