What we know about Support at Home so far – April 2025 Update

By Taran Minhas, Senior Consultant

With the launch of the Support at Home program fast approaching on 1 July 2025, the volume of updates, guidance materials, and shifting requirements is hitting a new peak. For aged care providers trying to balance reform-readiness with daily operations, it’s a lot to stay on top of.

While the Department has released a growing number of resources and documents, many providers continue to express concern that there is still not enough detail to confidently map out their operational approach from 1 July 2025. Key gaps remain in how certain rules will be applied in practice, what technology systems will be available, and how transitional arrangements will work day-to-day.

To make things easier, we’ve curated the most relevant and authoritative resources to help you understand what, how, and what’s next of Support at Home. This page will continue to be updated as the Department releases further guidance, so bookmark it and check back often.

Whether you’re currently delivering home care, preparing to enter the sector, or just trying to make sense of the transformation, this is your one-stop reference hub. And if you need support with your transition planning, we are here to help.

Key Resources and Insights – Updated April 2025

1. Support at Home Program Manual
   The definitive guide for registered providers. This 209 page manual outlines how the program will work, service pricing, care management, quality expectations, and funding mechanisms. This is your operational bible.
   View the Manual (PDF)
2. Provider Transition Guide
   If you’re delivering HCP or STRC, this document maps out your transition to Support at Home. It explains how unspent funds, participant records, and reassessments will be handled and much more.
   Read the Transition Guide
3. Claims and Payments – Business Rules
   New quarterly budgeting rules, participant contributions, and billing processes are all here. Includes rules around AT-HM scheme payments and what’s in/out of scope.
   See the Business Rules
4. Support at Home Service List
   Breaks down the types of services you can offer, with details on eligibility, inclusions, exclusions, and participant contribution categories.
   View the Service List (PDF)s for documents
5. AT-HM List (Assistive Technology and Home Modifications)
   Outlines all the products and modifications covered by the new standalone scheme. Divided into Low, Under Advice, and Prescribed categories, with funding tiers and eligibility rules.
   Access the AT-HM List
6. FAQs – February 2025
   Everything from lifetime contribution caps to how care management is funded. This document clears up most common questions—and raises new ones you should be preparing for.
   Read the FAQs
7. Webinar Slides – April 2025 (For Participants & Carers)
   These slides are aimed at consumers, but they include valuable case studies that show how the new contribution model will apply differently to current HCP recipients vs. new entrants.
   View the Webinar Slides
8. Care Sector Demand Map
   Use this to identify regional demand hot spots and workforce planning opportunities.
   View here.
9. Home Care Package Waitlist Trends
   As of 30 September 2024, waitlist numbers hit 76,000—up 12% in just 4 months. The pressure on timely access is intensifying.
   Full article here.
10. Survival of the Efficient
    This article explores the competitive landscape for home care providers and common operation results for home care operators, emphasising the importance of efficiency and adaptability in the evolving market. Home care profitability continues to slide. Margins dropped to 3.5% amid rising labour costs.
    Full article here.
11. Quality Indicators Pilot
    150 providers participated in 12-week pilot testing new quality indicators (QOL-ACC and QCE-ACC). Outcomes will influence how service quality is measured under Support at Home.
    Full article here.
12. Cuts to Care Management Funding
    Care management funding will be capped at 10% of quarterly budgets—some providers are flagging serious concerns about whether that’s sustainable for high-need clients.
    Full insight here.
13. Complaints Report 2023–24
    Latest annual review from the Aged Care Quality and Safety Commission. Common complaint themes: communication, missed visits, care consistency. Review it to identify red flags in your own service.
    Full report here.
14. Aged Care Bill 2024 – Senate Inquiry
    Concerns continue around the program’s pricing model and the potential for unintended consequences. Senate recommendations are due later in 2025.

If you want to stay compliant, efficient, and prepared—start by working through these resources.

And if you need guidance on operational changes, pricing models, or care planning under the new system, we are ready to support your transition.