Support at Home Archives - Anglicare Southern Queensland

Have you decided you’re ready to get some help around the home through Support at Home funding (formerly Home Care Packages), but you’re not sure how to start the process? We’ve put together six key steps to help you navigate the aged care system, access government funding and receive the at home care you need.

Step 1: Contact My Aged Care

To ensure affordable and equitable aged care services are available for Australians citizens, there is government funding available. While there are different types of government funding, such as the Commonwealth Home Support Program (CHSP), the Support at Home program (formerly Home Care Packages) and Residential Aged Care funding, your eligibility for any government funding is determined by a single assessment through My Aged Care. If you’re wanting to get a better understanding of the support available, having a chat with My Aged Care is a great place to start.

After having an initial discussion with My Aged Care, you will need to apply for an assessment online. This will likely take 10–15 minutes. When doing so, you will need to provide your Medicare card and some information about your situation so they can determine if you meet the basic requirements.

You can apply for an assessment through the My Aged Care website, call them on 1800 200 422, or make an in-person appointment with an Aged Care Specialist Officer (ACSO) at Services Australia by calling 1800 227 475.

Step 2: Get an aged care assessment

Once you’ve completed your application for an assessment, My Aged Care will contact you. If you’re eligible for an assessment, they will work with you to find a suitable date for the assessment.

The assessment usually takes place in your own home but can sometimes be organised via telehealth, depending on your situation. During the assessment, the assessor will ask you questions about your needs, daily activities and any support you are currently receiving.

The assessment can take between 1 to 3 hours, so you might find it useful to have a support person present, such as a family member, friend, or carer, and have a list of discussion points and questions ready to go.
Some discussion points or questions you may like to include are:

Health and wellbeing: Are there any existing health conditions you are currently managing?
Your goals: What would you like to work towards? This might include increasing your physical activity or getting out more often for social activities.
Services you may need: Which services do you think would help you maintain your independence (such as cleaning, meal preparation or physiotherapy)?
Safety at home: Is there anything in your home that could be adjusted to help you continue living safely and independently (such as grab rails in the bathroom or next to any stairs)?

Step 3: Receive your approval letter

Once you’ve completed your assessment, you will receive a letter with the outcome from My Aged Care, referred to as a ‘Notice of Decision’. Depending on application volumes, you can expect to receive this letter within days or weeks of your assessment, though in some cases it may take a little longer.

The Notice of Decision will outline if you are eligible for the Support at Home program or other government funding. If eligible for the Support at Home program, the Notice of Decision will provide more detail about the services you have been approved for, and:

The classification level:

Your funding classification determines how much financial support you receive. After your My Aged Care assessment, you’ll be assigned a funding level from 1 to 8. The higher your funding level, the more funding you will receive, with level 1 offering the lowest amount and level 8 offering the highest amount.

Your quarterly budget:

Your quarterly budget is the amount the government contributes toward your Support at Home services and is based on your assessed classification level. Services are grouped into three categories: Independence Support, Everyday Living and Clinical Supports. Depending on the category of service you receive, you may need to make a personal contribution in addition to your allocated budget.

Any short-term care you may be eligible for:

Through the Support at Home program, there are three short-term funding options you might be eligible for depending on your situation, needs and assessment. This includes the Restorative Care Pathway, End-of-Life Pathway, and Assistive Technology/Home Modifications (AT-HM) Scheme.

Step 4: Choose a home care provider

If you’ve been approved for Support at Home, you will then join the national queue to be assigned funding. Once funding is available, My Aged Care will send you an assignment letter with a unique referral code to start services.

While you’re waiting for Support at Home funding to become available, this is a great opportunity to research and choose a provider that best suits your needs.

When selecting a Support at Home provider, you may like to consider the following:

Do they offer a range of services that you may need in the future, so you can continue with the same provider as your needs change?
Do they have experience delivering aged care services?
Do they aim to have consistent care staff?
Are they able to meet your cultural preferences and needs?
Do they clearly explain their fees and charges, so you understand any personal contributions?

For some extra tips on finding the right Support at Home provider for you, download our checklist.

Step 5: Develop your care plan

Once you’ve chosen your care provider, they will work with you to develop a care plan.

Your care plan is a document that outlines your needs, goals, preferences and choices. It will include details such as your preferred days, times, and frequency of services, and the services you can afford within your budget.

Your care plan will also consider your cultural preferences and support your individual goals, ensuring services are delivered in a way that works best for you.

Step 6: Begin receiving services

With your care plan in place, you’re all set to start receiving services. Now you can work with your provider to start the support that suits you best, whether that’s domestic assistance, nursing, allied health, or social and community activities. If you’ve been assigned funding through the Support at Home program, contact Anglicare Southern Queensland to get started with receiving aged care services.

Additional Tips

Get assessed early

The sooner you get assessed by My Aged Care, the better! Even if you’re only just starting to think about home care, applying for funding now can help you stay safe and maintain your health. Don’t wait until an accident or health issue occurs, getting assessed early gives you more options and peace of mind.

Ask questions

The aged care system can feel overwhelming at times, so if you’re unsure about something, don’t hesitate to reach out to your provider or My Aged Care. They are there to help and make sure you understand your options.

Keep track of your paperwork

Your paperwork, referral codes, and care plans are important in accessing funding and managing any changes to your care plan. We recommend keeping all this information together in a safe. This will help you stay organised and make it easier to manage your services as your needs change.

Bring a support person to the assessment

By having a support person who is familiar with your daily activities and routine, they can prompt you during the assessment if you forget to mention things you struggle with. It’s common to forget or downplay certain challenges, and a support person can provide specific examples to ensure your needs are fully communicated. Remember, the assessment can take 1-3 hours, so having someone there to provide emotional support can be beneficial. Another benefit of having a support person present, is they can take notes during the assessment, making it easier for you to remember important information.

Know your rights

Understanding what you are entitled to can give you confidence during the assessment and while accessing aged care services. By knowing which services are available through Support at Home funding, you may think more broadly about the types of support you need and be able to better advocate for yourself. For example, you may not initially consider domestic assistance as an aged care service, so you may not mention to your assessor that you need help with it. By knowing that it is available, you are more likely to bring it up and explain challenges you have with completing these tasks safely. Being aware of your rights gives you more background knowledge and understanding, making the assessment process easier, allowing you to clarify any confusion, and helping you make informed decisions about your care.

Additional contacts

Receiving person-centred care in aged care is important as it can lead to better health outcomes and improved quality of life. So, what is person-centred care and how do you know if you, or your loved one, are receiving it?

What is person-centred care in aged care?

Person-centred care respects your unique needs, preferences and values, and puts you at the centre of your care plan and delivery. Rather than focusing solely on medical conditions, your care team also considers your social, emotional, physical, psychological and cultural background to support you in reaching your goals.

Examples of person-centred care are:

Staff ask about your preferred schedule. You tell them you prefer to exercise in the morning because you have more energy at that time of day. Staff adjust your care plan to include morning activities. As a result, you stay active and meet your physical activity goals.

Staff ask about your food preferences. You share your cultural food needs, and the team ensures meals reflect your requirements. As a result, you enjoy your food and feel more at home.

Why is person-centred care important?

Research has shown that if you receive person-centred care, you are more likely to have higher care satisfaction, increased quality of life, higher social engagement, and a reduced risk of depression and anxiety.

When your care provider takes the time to understand you as an individual, you’re more likely to feel comfortable and open to sharing important information. This allows you to work together on a care plan that truly reflects your needs, which can lead to better health outcomes.

How do I know if I’m receiving person-centred care?

To help you reflect on whether your care is truly person-centred, we’ve put together some key questions to ask yourself.

Care planning and involvement

Are you involved in the development of your care plan?
Have staff asked you about your preferences, needs and values?
Have staff accounted for your preferences, needs and values in your care plan?
Do you feel as though your care plan meets your personal goals?

Communication and information

Do you feel like staff communicate clearly?
Do staff provide information about your care, so you can make informed choices?

Respect, listening and individuality

Do you feel that staff respect your choices, even if they differ from what others prefer?
Are your cultural or religious beliefs listened to and supported?
Are you provided with the opportunity to participate in activities that bring you joy?
Are you supported to maintain relationships with friends and family?

Feedback and voice

Do you have opportunities to provide feedback about the care you receive?

What’s next?

If you answered “yes” to most of the above questions, that’s a great sign – your care team is likely providing person-centred care.

If you’ve answered “no” to several, it might be a good idea to:

Speak with your aged care provider about your concerns

Reach out to a trusted support person who can help you have the conversation

Ask to review your care plan.

Remember, person-centred care isn’t just a catch phrase – it can make a real difference in supporting your wellbeing and quality of life. If you’re looking for an aged care provider which focuses on delivering person-centred care, Anglicare Southern Queensland is committed to supporting your wellbeing with dignity and respect. Click here to learn more about the aged care services we provide.

Is your loved one becoming more unsteady on their feet, forgetting to take medication, or having difficulty completing tasks around the home? If so, this may indicate that they might need some extra support at home. Making the transition to support at home can feel overwhelming, but with the right steps, you can ensure your loved one receives the care they need with minimal stress.

In this article, we’ll walk you through the key steps to assist your loved one in accessing aged care services. If they are looking to increase their current services, we recommend contacting My Aged Care on 1800 200 422 for re-assessment. If your loved one isn’t yet receiving support at home, follow these simple steps to help them get the care they need.

1. Understand the funding options available for home care

When exploring home care options, it’s important to be aware of the financial support available. The Australian Government offers subsidies to make aged care services more accessible through two key programs: the Commonwealth Home Support Program (CHSP) and Home Care Packages (HCP). To find out if your loved one is eligible for either of these programs, they will need to undergo an assessment with My Aged Care.

2. Help your loved one create a list of what they might need help with

Before your loved one undergoes an assessment for a Home Care Package (HCP), we suggest helping them create a list of potential topics that may be discussed during this process. This will help both of you feel more prepared and ensure that important details aren’t overlooked. The list can cover aspects such as their medical history, daily or weekly activities that they might be struggling with, cognitive function (including memory issues or changes in decision-making), their support network, vision and hearing, and pain management.

3. Check your loved one’s eligibility for an assessment

Before applying for support, it’s important to confirm your loved one’s eligibility. We recommend helping them complete the Assessment Eligibility Checker on the My Aged Care website – a quick questionnaire that should take just 1-2 minutes to fill out.

4. Apply for the assessment on your loved one’s behalf

If the eligibility checker indicates that your loved one qualifies for an assessment, you can either assist them in applying online or apply on their behalf. Ensure they have their Medicare card nearby and set aside 10-15 minutes for the application process. Alternatively, they can apply over the phone by calling My Aged Care on 1800 200 422.

5. Support your loved one during the ACAT assessment

After the application is submitted, your loved one will be contacted by an assessor to schedule an Aged Care Assessment Team (ACAT) assessment. This may take place in person, over the phone, or via video call. During the assessment, the assessor will evaluate your loved one’s needs, recommend the appropriate services, and inform them of any additional support options they may be eligible for. To assist your loved one during this stage, we recommend being present during the assessment and bringing a list of areas where your loved one may need help.

6. Assist in finding the right service provider

Once your loved one has been approved for a Home Care Package (HCP) or the Commonwealth Home Support Program (CHSP), the next step is finding a provider that suits their needs. This can take some time, but it’s crucial to find a provider that meets your loved one’s specific requirements. We recommend helping them create a list of services they require, asking providers about their pricing, services and availability, and arranging to meet with potential providers before committing. For additional tips on selecting the right provider, check out our detailed article here.

By following these steps, you’ll be well on your way to helping your loved one access the right Support at Home services. The transition may feel complex at first, but with the right guidance and resources, it can be a smooth and positive experience for both you and your loved one.

Suggesting in-home help services may not be a one-off discussion and could be a gradual decision.

Initiating a conversation about receiving help in the home requires sensitivity and empathy. Begin by expressing concern for your loved one’s wellbeing and highlight the positive aspects of receiving assistance. Actively listen to their concerns while addressing them with compassion and provide them with information about how support can enrich their lifestyle.

This article explores how to navigate introducing the concept of home care services to ensure it goes smoothly and can be discussed calmly and with mutual respect.

Starting the conversation

Choose a relaxed and neutral location to discuss in-home help. Some location ideas include a local park, on the front veranda with a cup of tea or doing an activity together like gardening.

Open the chat with a general observation, for example, “Mum, I’ve noticed over the last few months that you’re having difficulty hanging the washing and doing the ironing”.

Then move to the topic of in-home help with a focus on retaining independence. Stress the importance of accepting help if they wish to continue living independently.

Listen to your loved one. Sometimes a lull in the conversation will help your loved one gather their thoughts so they can open up about how they would like to age and what they believe this will look like.

Reinforce the importance of independence. Your loved one may have declined your offers of assistance in the past, so having someone else help may feel like a threat to their independence or signify weakness. It’s good to stress that home care is designed for them to remain in their home, living their chosen lifestyle for as long as possible.

In-home care is about empowering your family member. Recognising that help is needed means your loved one is actively managing their own ability to live as they wish. In fact, Australia’s consumer-directed model of care ensures that your loved one will have complete control of the care services they engage with and how they may help.

Three effective ways to introduce home care

1. Suggest a small level of assistance, initially

If the health and safety of your family member is not at imminent or serious risk, then introducing the concept of home care with a small level of assistance may be the way to go. For example, an elderly mother who is having difficulty with washing and ironing could have a home carer visit once or twice a week to put a load of washing on and help with folding and ironing.

2. Enlist a third party

Introducing a trusted health professional or close family friend to the conversation with your family member could help take the emotion out of the conversation. Taking this approach may assist with keeping the focus on the facts and reduce the risk of a heated discussion.

3. Remind them it will help you too

Taking care of a loved one when you know they are struggling at home can place enormous pressure on a son, daughter or other relative. Let your loved one know that accepting help is, in fact, helping you too. In-home care will free up your loved one’s time and your own time too, so you can both focus on spending the time you have together in a meaningful way.

Addressing common concerns

1. Concerns about loss of independence

If the health and safety of your family member is not at imminent or serious risk, then introducing the concept of home care with a small level of assistance may be the way to go. For example, an elderly mother who is having difficulty with washing and ironing could have a home carer visit once or twice a week to put a load of washing on and help with folding and ironing.

2. Financial apprehensions

There is financial help available. Government funding is available for most services via the Commonwealth Home Support Program (CHSP) and Home Care Package (HCP). If you are not eligible for government funding, Anglicare Southern Queensland can still provide services for you under a fee-for-service arrangement. We can help you navigate the options, prioritising financial stability.

3. “I don’t need it yet”

The decision to explore home care services is a proactive step toward maintaining your independence to live at home for longer. The sooner you start investigating the options available, the longer you will have to find the right provider and services for your needs.

Moreover, accessing services before you have no other choice but to receive them is a smart move toward preventing falls or injuries associated with ‘over doing it’ – some of the most common triggers for accessing help, or needing to move into an aged care home. The proactive mindset not only ensures a smoother transition to necessary assistance but also promotes a safer living environment.

Whatever your situation, starting the conversation with your loved one is a positive step. It may take a series of these conversations, so patience and persistence may be needed.

Access our services

We’re here for you. Submit this form or call us to access an Anglicare service or program. Our team is available between 7am and 5pm weekdays on 1300 610 610.

Call us on 1300 610 610

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Staying independent as we age isn’t always easy, especially as we face health, mobility, or other challenges. Recognising that help is needed, and engaging home care services is a great step to maintaining your independence and allowing you to remain in the comfort of your own home, while receiving the support you need.

Start by getting assessed

Support is there for Australians who want to grow old in their own home. Government funding is available for most services via the Commonwealth Home Support Program (CHSP) and the Support at Home program (formerly Home Care Packages). If you’re not eligible for government funding, we can still provide services to you under a fee-for-service arrangement.

Before you can start comparing different Support at Home providers, you’ll need to have your care needs and financial situation assessed. You must register with My Aged Care to start the process. My Aged Care is a government service providing access to the aged care system in Australia, including in-home support. You can call My Aged Care on 1800 200 422 or apply for an assessment online. The application can also be completed by a family member or friend on your behalf.

Once you have completed your My Aged Care assessment, you will receive a letter to let you know if you have been approved for the Support at Home program.

With so many home care service providers on the market, how do you know what to look for when it comes to choosing the right one for you?

Prepare a checklist and think about the long-term

Prepare a checklist of the services you, or your loved one, needs. Think honestly about what you are struggling with and speak to providers to see if they offer the right service solutions for your needs.

You should consider what services may be required in the future if you want to stay in your home. By thinking ahead, you’ll be able to pair yourself with a provider that can cater to your needs as they evolve.

Anglicare Southern Queensland provide a range of in-home support services, including domestic assistance (cleaning, laundry, etc), personal care and hygiene, nursing and allied health, social support, health and wellbeing programs, home maintenance and modifications, respite care and complimentary spiritual and pastoral care. With locations across Queensland, your Anglicare services can easily move with you if you relocate, offering peace of mind and continuity.

Find out what home care services Anglicare can offer.

Look for experience

When choosing a provider, it’s important to look for experience. Years of service, consistency of high-quality and holistic care, and a deep understanding of the needs of the people they serve, are all hallmarks of a trustworthy provider.

Anglicare Southern Queensland have been supporting Queenslanders for more than 150 years. With a long history in nursing and clinical care, we’re proud to have been voted one of Australia’s most trusted brands in aged care.

Ask about price

Understanding how much services will cost is important, and knowing the right questions to ask can help avoid any surprises in the future. Some questions to ask include:

What are the administration and care management fees?
What are the hourly rates for cleaning, personal care, or other services you require?
What are the minimum durations for services you require?
- Tip: some service providers will charge low hourly rates with lengthy minimum appointment durations, which could end up costing you more in the long run.
Are there any additional call out fees or staff travel fees?
What’s the average percentage of government subsidy available for you to spend after fees?
Ask for an example of a monthly statement to see how clear it is and how it shows the accrual of unspent funds.
Do they have their own care staff, or do they use subcontractors?

See a list of our Support at Home Fee Schedule

As a not-for-profit organisation, you can rest assured that our prices are competitive and cover the cost of delivering a high-quality service to our clients.

Ask about who will be coming to your home

If service providers employ their staff or use agency staff
Consistency of care workers
How often are care plans reviewed
When and how often do care workers visit clients

We understand consistency of workers is important to many of our clients, which is why we employ our own staff and value fostering a great workplace culture, to help ensure you’re met with a familiar, happy face as often as possible.

Meet the provider before you commit

Once you have a care provider in mind, it’s important to meet one of the team members in person before you commit to receiving services from them. Let them know if you have any preferences so they can do their best to match you with a team of carers that will ensure you continue to feel comfortable in your own home.

Our professional and respectful team is here to support you and step you through the process. We aim to match you with the right support staff for your requirements and want you to feel comfortable and supported, so if you have any preferences or cultural requirements, please speak to our team and we’ll do our best to make sure they are met.

Access our services

We’re here for you. Submit this form or call us to access an Anglicare service or program. Our team is available between 7am and 5pm weekdays on 1300 610 610.

Call us on 1300 610 610

Enquire Now

Receiving support at home isn’t a loss of independence – in fact, it can help you maintain your independence and stay in your home longer. But how do you get started? Whether it’s for yourself or a loved one, there are a few options for accessing support at home services that can fit your unique needs.

In this article, we’ll break down the steps and options for accessing support at home, so you can make the best decision for your situation.

What are your options for support at home?

When it comes to paying for support at home, you have four main options. These depend on your needs and eligibility:

Government support through the Commonwealth Home Support Program (CHSP)
Government support through a Home Care Package (HCP)
Government support through Short-Term Restorative Care (STRC)
Fee for service

We’re proud to be a registered service provider for all these options, so no matter what you choose, we’re here to help!

Who’s eligible for government support?

If you’re 65 or older (or 50 if you identify as an Aboriginal or Torres Strait Islander person), you may be eligible for government funded support. The first step is to contact My Aged Care, who can help with all government-funded aged care services.

Here’s how to get started:

Call My Aged Care on 1800 200 422 to find out which government support is most appropriate for your situation.
When you call, you’ll need to do a quick registration over the phone. Be sure to have your Medicare card handy!

I’m eligible for government funding – what now?

After your phone screening with My Aged Care, they may arrange for an assessor from the Aged Care Assessment Team (ACAT) to visit you at home. They can approve specific services (CHSP) or recommend a further comprehensive assessment for potential HCP approval based on your needs. If you have a preferred service provider, let the assessor know. They’ll send the referral if your chosen provider has capacity.

Commonwealth Home Support Program (CHSP)

This service is for ageing Australians needing a lower level of care or temporary assistance with daily tasks, such as housework, to continue living safely and independently at home. This service is not income tested. The cost of CHSP services is partly funded by the Government with clients paying a small out-of-pocket co-contribution.

Once you’ve been assessed, you can contact our friendly team on 1300 610 610 to start arranging services.

Home Care Package (HCP)

If you need more help with daily tasks or require a higher level of care, a Home Care Package (HCP) might be the right choice for you. It’s a more tailored, coordinated approach to home care, perfect if your needs are a bit more complex. Once your HCP is approved, it might take anywhere from 1 to 6 months to get the full funding in place, but don’t worry – while you wait you may still get some temporary support through the Commonwealth Home Support Program (CHSP).

There are four levels of care under the Home Care Packages, and a maximum subsidy available on each. You can check out the current subsidy rates for each on the My Aged Care website.

Important note: HCP funding is income tested. Depending on your annual household income, an income assessment may need to be completed with Services Australia to determine if you need to contribute out-of-pocket to your HCP budget, and if so, the amount required. If you receive a full age pension from Services Australia, the income assessment is not required.

Once you’ve been assessed, you give us a call on 1300 610 610, and we’ll help you get everything set up and arranged!

Short-Term Restorative Care (STRC)

If you’re recovering from surgery or just need a little extra support for a short period – maybe for up to eight weeks – Short-Term Restorative Care (STRC) could be a great option. It’s all about helping you regain your strength and ability to manage daily tasks, and can even delay the need for long-term care and support services. Your Aged Care Assessment Team (ACAT) may give you approval to access this while you wait for your Home Care Package to be assigned.

The types of services provided through STRC will be guided by a clinician’s assessment, so that your individual medical needs are met. These needs will be different for everyone.

Once you’ve been assessed, you can contact our friendly team on 1300 610 610 or fill out our contact form to start arranging services.

I’m not eligible for government support or I’m waiting for my funding to start – can I still access services?

If you want to start accessing home care services while you wait for your government funding to commence, you can consider privately funding services, often referred to as fee-for-service. You may also consider this option if your assessment found that you are ineligible for government support, or if you want additional services that are outside your government-funded package.

We are here to support you

Whether you want to go through government funding or privately, by calling us on 1300 610 610, we can support you through the process of applying for, and organising, home care services. We can assist you to register with My Aged Care for an Aged Care Assessment. This is the first step to receiving support at home.

Once you have been visited by the Aged Care Assessment Team (ACAT), our team will work with you to understand and arrange the services you need to help you maintain your independence at home.

You can contact us for a free, confidential, no-obligation discussion by calling 1300 610 610 or completing the below online form.

Access our services

We’re here for you. Submit this form or call us to access an Anglicare service or program. Our team is available between 7am and 5pm weekdays on 1300 610 610.

Call us on 1300 610 610

Enquire Now

Sometimes it can be clear when it’s time to get some extra help around the home – you may have had a fall or recently lost a loved one. Other times, it may be harder to recognise the signs, and often this can make it a difficult decision to make. Receiving help at home isn’t a loss of your independence, though. Often, it’s what helps older Queenslanders maintain their independence and stay in their home longer.

Signs you could benefit from Help at Home services

1. You need help with daily tasks such as cooking, cleaning, or bathing.

From meal preparation to housekeeping, having a helping hand ensures that essential activities are managed without strain.

2. You need help with medication or health management.

Whether it’s helping to stay on top of health plans set out by your doctor, managing medications, wound care and more, Help at Home services can put your mind at ease.

3. You need help getting around.

Maintaining independence often involves the ability to move around freely or drive. Help at home services can include transportation assistance, ensuring you can attend appointments, social engagements and other day-to-day activities with ease.

Mike has kept his independence at home with the support of Anglicare allied health, transport, and domestic services.

“The greatest benefit I get is the care and attention that Anglicare gives. They look after my transport, open the doors for you; its like having a valet!”

4. You feel isolated or lonely.

Living alone, especially after losing a loved one can be emotionally taxing. Receiving help in the home, means you have human connection on a regular basis. Help at home services can provide companionship, foster social engagement and contribute to your overall wellbeing.

Diane enjoys her social visits from her Anglicare carer and receives cleaning and podiatry as part of her Support at Home funding.

“We go off and have a coffee, we have grandchildren that we talk about. We have lot’s in common.”