Everything you need to know about homecare packages
What is support at home?
When someone asks what is a homecare service, they’re typically referring to the Australian Government’s Support at Home program—formerly known as Homecare Packages. This initiative provides government-funded support to help older Australians continue living independently in their own homes rather than transitioning into residential aged care facilities. The program is specifically designed for people who need assistance with everyday tasks but don’t require the intensive, round-the-clock care that nursing homes provide.
Support at Home differs fundamentally from residential aged care because it prioritises autonomy and choice. Instead of adapting to institutional routines, recipients receive care tailored to their individual schedules, preferences, and needs. This model recognises that everyone’s situation is unique—some may need help with housework and meal preparation, while others require complex nursing care or mobility assistance.
Benefits of receiving care at home
Maintaining independence is perhaps the most significant benefit. Rather than surrendering control over daily routines, you continue making choices about when you wake up, what you eat, how you spend your time, and who visits. This autonomy preserves dignity and reinforces the feeling that you’re still in charge of your own life.
Emotional wellbeing flourishes when people remain connected to their communities. Isolation and loneliness are serious risks in institutional settings, but staying home means maintaining relationships with neighbours, attending local events, and keeping pets—all of which strengthen mental health. Additionally, home-based care provides one-on-one attention with personalised care plans that evolve with changing needs, rather than the generalised approach often necessary in group facilities.
Flexibility is another crucial advantage. Support hours can be arranged to suit your lifestyle and medical requirements—whether you need morning assistance getting ready, evening help with dinner, or intermittent visits throughout the week. This adaptability ensures care fits around your life, not the other way around.
Levels of homecare packages
Homecare package levels are structured according to the complexity and intensity of support required. Currently, there are four distinct levels, each funded at different amounts to reflect varying care needs.
Level 1 packages support basic care needs for individuals who require some assistance with daily tasks but are largely independent. Services might include light housework, shopping assistance, and occasional personal care.
Level 2 addresses low-level care needs and provides additional support for those requiring more frequent help—perhaps regular assistance with showering, medication management, or mobility around the home.
Level 3 covers intermediate care needs and is designed for people with moderate support requirements. This might include daily personal care, regular nursing visits, allied health services like physiotherapy, and more substantial domestic assistance.
Level 4, the highest tier, addresses high and complex care needs. Recipients at this level may have advanced chronic conditions, significant mobility limitations, or cognitive impairment requiring comprehensive daily support including extensive nursing care, specialised equipment, and round-the-clock supervision in some cases.
Homecare package guidelines determine how funding is allocated at each level. These budgets cover direct care services, case management, administrative costs, and any necessary care-related purchases. Understanding homecare solutions means recognising that effective providers help maximise every dollar, ensuring funds are spent on services that genuinely improve quality of life rather than unnecessary administration.
It’s worth noting that Australia’s aged care system is undergoing reform, with Support at Home progressively replacing the traditional Homecare Package structure. The fundamental principles remain the same—government funding for in-home support—but the new system offers greater flexibility and streamlined access.
How to find the right provider
Choosing a provider shouldn’t be rushed or taken lightly. Homecare package eligibility might grant you access to funding, but the quality of care you receive depends entirely on selecting the right organisation to deliver those services.
Start by verifying accreditation—legitimate providers must be approved by the Aged Care Quality and Safety Commission and comply with strict quality standards. Look for transparency in pricing structures; reputable organisations provide clear breakdowns of management fees, care costs, and any additional charges. Staff training and qualifications matter enormously—enquire about whether support workers hold relevant certificates, undergo regular professional development, and receive proper supervision.
Responsiveness is another critical factor. When you or a family member calls with concerns or requests, how quickly does the provider respond? Is there a dedicated care coordinator available? Consistency in staffing makes a substantial difference—having the same support workers whenever possible builds trust and ensures continuity.
Person-centred planning should be non-negotiable. Your care plan must reflect your individual goals, preferences, and circumstances, not a standardised template. Providers should actively involve you in developing and reviewing this plan, adjusting services as your situation evolves.
Compare service fees carefully to maximise value from your package. While the lowest price isn’t always best, you deserve to understand exactly what you’re paying for and how much of your package budget is actually being spent on direct care versus administration.
Assess provider reviews and reputation through online feedback, word-of-mouth recommendations, and the Quality and Safety Commission’s ratings. Consider their service coverage—can they provide support across all the areas you need, including weekends and evenings if required?
Warning signs include providers who pressure you into signing contracts immediately, lack transparency about fees, offer no trial period, demonstrate poor communication, have frequent staff turnover, or seem inflexible about customising care plans.
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How to arrange homecare services
The process begins with requesting an ACAT assessment through My Aged Care (1800 200 422). After contacting them, you’ll discuss your situation and schedule an assessment, which can occur at home or another convenient location. Assessors evaluate your care needs, living situation, and support networks to determine eligibility and recommend an appropriate package level.
Once approved, you’ll be placed on a national queue based on priority of need. Waiting times vary—those with urgent needs are prioritised, while others may wait weeks or months depending on package availability in their area. You’ll receive a letter confirming your approval and assigned package level.
With approval secured, you can begin researching and contacting providers. Most offer initial consultations to discuss services, pricing, and compatibility. After choosing a provider, you’ll sign a Homecare Agreement outlining services, costs, and responsibilities. Your provider then develops a personalised care plan with you, detailing specific supports, schedules, and goals.
Services typically commence within two to four weeks of signing agreements, though this varies by provider capacity and complexity of required supports. To make onboarding smoother, have medical information and medication lists readily available, clearly communicate your priorities and preferences, introduce support workers to your home routine, and maintain open dialogue about what’s working and what isn’t.
If your needs increase over time, don’t hesitate to request reassessment. Package levels can be upgraded when circumstances change, ensuring support remains appropriate. Similarly, if you’re managing well, you might find a lower level sufficient, freeing up resources for others.
Your rights & responsibilities as a recipient
Understanding your rights empowers you to advocate for appropriate care. You have the right to safety from abuse, neglect, and exploitation. Your dignity must be respected at all times—care should be provided in ways that honour your values, culture, and beliefs. Privacy is protected; personal information remains confidential and intimate care is conducted discreetly.
Choice and autonomy are fundamental rights. You decide who provides your care, when services occur, and how support is delivered. Providers must communicate transparently about fees, services, and any changes to your care. You’re entitled to question invoices if charges seem incorrect or unclear, request modifications to your care plan whenever needed, and change providers at any time if you’re dissatisfied—without penalty or complicated exit processes.
Responsibilities accompany these rights. Open, honest communication with your provider ensures they understand your needs and preferences. Active participation in care planning helps develop support strategies that genuinely work for you. Informing providers promptly when your health, circumstances, or needs change enables them to adjust services appropriately.
If concerns arise, you have the right to raise them respectfully and safely. Start by speaking with your care coordinator or provider’s management.
Common mistakes to avoid
Many recipients inadvertently undermine their care quality through avoidable missteps. Choosing a provider purely based on the lowest fees often backfires—bargain pricing may reflect inadequate staffing, poor training, or hidden charges that emerge later. Quality care requires fair compensation for skilled workers and proper operational standards.
Accepting a generic care plan rather than insisting on personalised support means you’re not receiving the individualised service you’re entitled to. Your package should reflect your specific goals, health conditions, and preferences—not a cookie-cutter template applied to everyone.
Not reassessing service needs regularly is surprisingly common. Health conditions evolve, mobility changes, and cognitive function may decline. If you’re struggling with your current package level, request a reassessment rather than suffering inadequate support. Conversely, if needs decrease, downgrading ensures efficient use of government resources.
Overlooking exit fees, hidden costs, or inflexible contract terms can trap you with unsuitable providers. Before signing agreements, scrutinise terms regarding notice periods, administration fees upon leaving, and penalties for service changes. Reputable providers have reasonable, clearly documented policies.
Key takeaways
Support at Home represents far more than government funding for assistance—it’s an investment in maintaining independence, dignity, and quality of life during your later years. When properly arranged, home-based care enables elderly Australians to age in place safely while remaining connected to their communities and maintaining control over daily routines.
The right provider transforms a care package from a bureaucratic entitlement into genuine, person-centred support. Quality organisations demonstrate transparency in pricing, employ skilled and compassionate staff, create truly customised care plans, and communicate effectively throughout your care journey. They help maximise the value of your package budget, ensuring funds support services that genuinely improve your wellbeing.
Taking a proactive approach matters enormously. Don’t wait until crises force hasty decisions—research providers thoroughly, ask detailed questions, compare offerings, and trust your instincts about whether an organisation feels right. Regularly evaluate whether your current services meet evolving needs, and don’t hesitate to request adjustments or change providers when necessary.
If you’re considering home care services or seeking a provider committed to delivering exceptional, person-centred support, speaking with experienced care advisors can provide clarity and confidence. The right guidance helps navigate the system efficiently, matches you with appropriate services, and ensures you receive the dignified, empowering care you deserve.