Support at Home

Australia’s aged care sector is set to experience a major change on the 1 July 2025, with the introduction of the new Aged Care Act.

As part of this, the Australian Government is replacing the current Home Care Package (HCP) program with the Support at Home program. The Commonwealth Home Support Programme (CHSP) will transition later – at a date to be confirmed but it won’t be before the 1 July 2027.

Support at Home will operate under a new regulatory model that will improve outcomes for older people and provide more transparency and collaboration between providers and customers.

Most importantly, this new regulatory model will support the Strengthened Quality Standards, home care reforms and recommendations from the Royal Commission into Aged Care Quality and Safety.

Are you an existing Juniper Home Care Package customer?

You do not need to apply for Support at Home, you will automatically transition on 1 July 2025.
You will receive a Support at Home budget that matches your Home Care Package budget.
If you have unspent funds, you will retain them for use under Support at Home (if you were receiving a Home Care Package, assessed as eligible for a package or on the National Priority System on or before September 12.)

Were you receiving a Home Care Package on or before the 12 September 2024?

The Australian Government has a ‘no worse off principle’ that applies to contribution arrangements for customers who, on 12 September 2024, were either:

receiving a Home Care Package
on the National Priority System or had been assessed as eligible for a package.

If this applies to you, then it means you will contribute the same amount, or lower, than you would have under the Home Care Package program.

For example, if you are a full pensioner paying no fees under Home Care Packages on or before the 12 September 2024, you will not pay any fees under Support at Home either.

If you are paying fees, you might see some changes in the contribution rates, but you won’t pay more.

If you are reassessed after 1 July 2025, you will receive a Support at Home classification equal to, or higher than, your current Home Care Package level. Please note though – contributions may change based on the services used.

You can find more information in the Support at Home program handbook, Department of Health and Aged Care.

Support at Home: What is the difference?

Whether you are a new or existing customer, these are some of the key differences between the Home Care Package and Support at Home programs.

Contributions

Customers will contribute to the cost of some assessed services but not others. A portion will be paid by the customer, and the remainder will be paid as a subsidy, to the provider.

Clinical Services: no contribution required.

Nursing such as medication management, continence support, wound care, catheter care, comprehensive health assessments.
Physiotherapy to maintain strength, assist rehabilitation, support independence and improve general wellbeing.
Occupational therapy to prevent falls, assess for health aids and equipment and home modifications, cognitive screening.

Independence services: moderate contributions required

Personal care such as support with showering, dressing, continence, personal hygiene and beauty routines.

Everyday living services: higher contributions required

Shopping and meal planning and preparation
Essential light Gardening
Essential light cleaning and household tasks

Contribution rates

The Australian Government has released indicative contribution rates, summarised in the table below, but we recommend reading the Participant contribution levels section of the Support at Home handbook for more details.

Customer contributions are assessed using income and assets by Services Australia and are set as a percentage of the price of each service:

	Clinical care	Independence	Everyday living
Full pensioner	0%	5%	17.5%
Part pensioner	0%	5% – 50% Based on income and assets assessment.	17.5% – 80% Based on income and assets assessment.
Self-funded retiree (holding or eligible for a Commonwealth Seniors Health Card).	0%	5% – 50% Based on income and assets assessment.	17.5% – 80% Based on income and assets assessment.
Self-funded retiree (not eligible for a Commonwealth Seniors Health Card).	0%	50%	80%

New Funding Classifications

Customers will be assigned to one of 10 new funding classifications (levels of funding), based on their assessed care needs. These include eight classifications of ongoing support and two short-term pathways for restorative care and end-of-life care.

Pricing guidance

From 1 July 2026, there will be price caps that providers must not exceed. These price-caps are based on advice from the Australian Government and the Independent Health and Aged Care Pricing Authority.

The government’s pricing framework, created in collaboration with providers, ensures transparency. Prices must cover all service delivery costs, and providers must publicly list standard rates on their websites and My Aged Care profiles by 1 July 2025.

Until 1 July 2026, providers will continue to set their own prices for services as they have done for the Home Care Packages (HCP) Program.

Quarterly Budgets

Annual funding will be divided into four equal quarterly budgets (every three months).
Unused funds from each quarter (up to $1,000 or 10%, whichever is higher) can be rolled over into the next quarter.

Care Management and Package Management fees

A care management fee of 10% will be set aside to cover care planning and coordination support. Package Management fees will be removed and incorporated into service pricing.

If you are an existing Juniper customer, your Customer Care Lead will be called your Care Manager.

What does a Care Manager do?

Understands your needs

Your Care Manager listens to what matters most to you, learns about your goals and preferences, and works with you to understand how best to support your wellbeing.

Creates your care plan

Helps develop a personalised care plan that reflects your goals, lifestyle and needs.

Sets up your services

Organises services based on your approved care needs. These services could include clinical, independence or everyday living support

Stays in regular contact and keeps your plan up to date

They will regularly review your care plan and adjust services if your needs have changed.

Specified service options

There will be a specified services list to ensure clarity for customers and providers on available support options. Options for clinical care and support for independence and everyday living will be determined by assessment.

A New Single Assessment System will be introduced to streamline the assessment process and determine appropriate funding classifications and service types under Support at Home.

Assistive Technology (AT) & Home Modifications (HMS) to support independence.

Support at Home will offer upfront access to assistive technology and home modifications through a separately funded, nationally consistent scheme.

If you have unspent funds that you transferred from your Home Care Package, these must be used before receiving new Assistive Technology and Home Modification funds.

What are home modifications?

Parts of your home can be modified to make it safer and more accessible. This could include grab rails in the bathroom or near steps, non-slip flooring, stair lifts and chairs or widened doorways for wheelchairs.

What is assistive technology?

Assistive technology are tools that support independence and daily tasks such as walking aids (frames, canes), wheelchairs and mobility scooters, adaptive cutlery, personal alarms to detect falls, and bed sensors.

Need more information?

You can find out more detailed information about Support at Home on the Australian Government’s website: About the Support at Home program | Australian Government Department of Health and Aged Care

Not sure where to start on your Support at Home journey? We can help.

“I would highly recommend Juniper, the quality of the service and the people. All the different nationalities, I’ve loved learning about their stories, which also takes the focus off me.”

Gail Shorten, Juniper Home Care customer

“I don’t like leaving Dad alone, but now with Community Support Worker Damien coming over for three hours, I go and have a singing lesson which I just love."

Melissa, daughter of Home Care customer Lawrence Holmes

“I’ve got an army of Juniper people because while my mind is active, the feet don’t always follow the mind. It all means we are able to stay at home and I can keep painting a picture a day.”

Ken Rich

Common Support at Home Frequently Asked Questions

We love questions! We’ve gathered some questions to help you better understand Support at Home. If you can’t find what you’re looking for, please call one of our friendly team members for a chat on 1300 313 000.

There will be continuity of care to ensure your needs continue to be met. For our Juniper Home Care Package customers, we will be in contact to discuss any changes to your care plan as a result of the Support at Home transition.

Yes, your core care team will remain the same. You might see a change in your Customer Care Lead as we move to the Department’s “Care Partner” model.

Yes, we will work to keep the same services you rely on, though there might be a change to the name on your monthly statement.

Your unspent funds will remain under SaH, however any new unspent funds will be subject to a quarterly maximum (up to $1,000 or 10%, whichever is higher) that can be rolled over into the next quarter.

No, until / if you are reassessed into another level/classification of package, your current funding will remain unaffected. You will continue to receive the same funding level as you do with your current Home Care Package. However, your annual budget amount will be managed quarterly under the new system

Services Australia will contact you about any co-contribution requirements. If you are currently paying Income Tested Fees, Services Australia will notify you of your Support at Home contribution rate. You may need to provide Income and asset information.

If you don’t make a contribution today (and were receiving a Home Care Package, assessed as eligible for a package or on the National Priority System on or before Sept 12) you will not have to pay in the future.

Each quarter you will receive a set amount of Support at Home funding. You can use this allocation at any time during the quarter. You may also access up to $1,000 or 10% (whichever is higher) of any unspent funds from the previous quarter. If you were receiving a Home Care Package and were approved prior to 12 September 2024, you may also have access to your unspent Home Care Package funds.

Yes, as with all providers we are required to update our pricing structure. We remain committed to the highest level of transparency with our customers and will be sending you a letter advising of the changes before July 1. We will be in contact with you before July 1 to discuss any changes to your budget or care plan as part of these changes.

There will be no separate administration fees: Package Management fees will be removed and instead incorporated into service pricing.

Care Management funding: This will be set at 10 per cent and set aside for providers to offer care planning and coordination support.

Right now, nothing. For Juniper Home Care Package customers, we will be in contact before July 1 to discuss the changes in more detail. We will review your Care Plan and establish a new Service Agreement (currently known as your Home Care Agreement).

Please continue to talk to your Customer Care Lead if you have any questions. If you would like more information, the Government has a handbook. As new information if released before July 1, we will be sure to pass this on and continue working with the Department to give you the best advice possible.

No, your current assessment will remain in place. If you are reassessed from 1st July you will be assessed under the new assessment framework and move over to the new package classifications (levels 1-8).

We will work with you to identify if you should seek out these new funding pathways. Eligibility will be based on your needs and circumstances and we can discuss your eligibility during our care plan review.

This pathway increases funding from 8 weeks to 12 weeks of care focusing on allied health services. It aims to build your strengths and capabilities through targeted interventions.

This new funding means you won’t have to use your regular home care budget for these items. It covers various assistive technologies and home modifications to support your independence. We can help identify what equipment might benefit you and assist with the application process.

If you have unspent funds that you transferred from your Home Care Package, these must be used before receiving new Assistive Technology and Home Modification funds.

Support at Home

Are you an existing Juniper Home Care Package customer?

Were you receiving a Home Care Package on or before the 12 September 2024?