Australia’s aged care system is undergoing a major shift aimed at better meeting the needs of older Australians who want to age in their own homes. From 1 July 2025, the Federal Government will introduce the Support at Home Program, as part of its 2025 Aged Care Reforms, which will replace the current Home Care Packages (HCP), Short-Term Restorative Care (STRC), and, in time, aspects of the Commonwealth Home Support Programme (CHSP).
This reform follows the recommendations of the Royal Commission into Aged Care Quality and Safety, which identified systemic issues such as service fragmentation, poor consumer understanding, inconsistent care delivery, and limited transparency. The Support at Home Program is designed to address these challenges and deliver a more streamlined, consumer-driven, and accountable home care system.
The Current Landscape: Why Reform Is Needed
As of 2024, more than 1.3 million Australians receive some form of aged care support, with approximately 840,000 receiving care in their homes. The existing system faces significant challenges:
- Waitlist Issues: In 2023, over 65,000 older Australians were waiting for their approved Home Care Package, with an average wait time of 9-12 months for higher-level packages.
- Administrative Burden: The Royal Commission found that up to 35% of home care funding is consumed by administrative fees rather than direct care services.
- Workforce Challenges: The sector faces an estimated shortage of 110,000 workers by 2030 if current trends continue.
- Consumer Confusion: The current system’s complexity makes it difficult for older Australians and their families to navigate service options and understand their entitlements.
What Is the Support at Home Program?
The Support at Home Program will simplify the current aged care landscape by consolidating various programs into a single, more flexible model that focuses on personalised care for older Australians.
Key Program Components
- Needs-Based Assessment: A new approach that evaluates not just clinical needs but also social, emotional, and daily living requirements.
- Individual Budget Allocation: Funding tied directly to the person rather than to a provider or package level.
- Flexible Service Menu: Wider range of approved services to support aging in place.
- Quality Framework: Enhanced standards for service delivery and provider accountability.
- Digital Integration: New platforms to streamline assessment, service coordination, and payment processes.
How the Program Works: The Consumer Journey
The Support at Home Program creates a more intuitive pathway for accessing in-home aged care:
- Initial Contact: Consumers connect with My Aged Care via phone, online portal, or face-to-face services.
- Assessment: A holistic evaluation of needs conducted by trained assessors.
- Care Planning: Development of a personalized support plan that outlines services and goals.
- Provider Selection: Consumers choose from approved providers in their area.
- Service Delivery: Coordinated in-home support based on the care plan.
- Ongoing Review: Regular reassessment to adjust support as needs change.
Key Benefits and Changes in the New System
Five Core Features of the Reform
1. A Single, Integrated Program
Simplifies access by uniting HCP, STRC and (eventually) CHSP into one. Older Australians receive a personalised budget to use on eligible supports. This integration eliminates the confusion of navigating multiple programs with different eligibility criteria, assessment processes, and service offerings.
The new program will also incorporate innovative care models that have proven effective in pilot programs across the country, including restorative care approaches and wellness initiatives that focus on maintaining and improving function rather than just managing decline.
2. Greater Consumer Choice and Control
Clients can choose or switch their service providers easily, enhancing autonomy and satisfaction. The reform introduces a more transparent approach to service pricing and removes barriers to changing providers if care needs or preferences change.
A new Service Finder tool will offer enhanced comparison features, including quality ratings, consumer reviews, and real-time service availability. Providers will need to clearly document their service offerings, workforce qualifications, and pricing structures.
3. Emphasis on Continuity of Care
Service consistency is a core focus. Providers are encouraged to maintain ongoing staff relationships with clients to build trust and familiarity. Research has shown that consistent caregiving relationships lead to better health outcomes, reduced hospitalizations, and higher satisfaction levels.
The reform includes incentives for providers who demonstrate staff retention and relationship continuity, with potential funding bonuses for organizations that maintain stable care teams and minimize staff turnover.
4. Focus on Quality and Safety
All providers must meet strengthened standards for staff training, vetting, and service delivery. The reform introduces more rigorous monitoring mechanisms, including:
- Unannounced quality audits for home care providers
- Mandatory quality indicator reporting
- Enhanced screening requirements for care workers
- New incident reporting frameworks for in-home care
- Expanded scope for the Aged Care Quality and Safety Commission
5. Technology-Driven Compliance and Transparency
Providers will be required to use integrated systems to document care delivery, manage staff credentials, and report data in real time. The government is investing in digital infrastructure to support:
- Electronic care planning and documentation
- Real-time service verification
- Automated compliance monitoring
- Data analytics to identify trends and risks
- Consumer-accessible portals to view care records and spending
Implications for Existing Providers
The reforms provide an opportunity for providers to elevate the standard of in-home care but also raise the bar for compliance and client accountability. Organisations operating with a fragmented or casualised workforce may find it difficult to meet the new continuity and reporting expectations.
Providers will need to invest in:
- Workforce development and retention strategies
- Digital infrastructure for compliance and reporting
- Client relationship management systems
- Quality improvement frameworks
- Financial models that maximize direct care delivery
On the other hand, providers who already focus on consistent care relationships, transparent operations, and digital readiness will be better positioned to succeed under the new regime. The reforms are expected to accelerate consolidation within the sector, with smaller providers potentially forming alliances or merging to meet the new requirements.
Step-by-Step Guide for Consumers and Families: Accessing Aged Care Under the New Reforms
Step 1: Determine Eligibility
- Visit the My Aged Care website or call 1800 200 422.
- Provide details about your current living situation, health status, and care needs.
- You will be referred to an Aged Care Assessment Team (ACAT) for an official evaluation.
The eligibility criteria under the new program will focus on functional capacity rather than age alone, with a holistic view of an individual’s circumstances, including consideration of:
- Health conditions and their impact on daily living
- Available support networks
- Home environment suitability
- Social engagement and community connections
- Cultural and linguistic needs
Step 2: Get Assessed
- An ACAT assessor will meet with you (in person or via phone/video call) to understand your daily living challenges.
- Based on the assessment, you will be allocated a funding level suited to your care needs.
The new assessment process will be more holistic, considering not just medical needs but also:
- Cognitive health and mental wellbeing
- Social participation and community engagement
- Physical environment and home safety
- Carer capacity and sustainability
- Cultural considerations and preferences
Step 3: Choose Your Services
- Once you receive your funding approval, you can start choosing from a list of approved providers listed on My Aged Care.
- Providers may offer personal care, nursing, domestic assistance, transport, social support, and more.
- You can compare services, availability, and client reviews before deciding.
The reform will expand the range of approved services to include:
- Digital support and technology assistance
- Social prescribing initiatives
- Preventative health services
- Enhanced mobility and transportation options
- Home modifications and assistive technologies
Step 4: Develop a Care Plan
- Your chosen provider will work with you to develop a personalised care plan.
- This plan outlines the services you will receive, how frequently, and the agreed cost structure.
- You have the right to change or adjust the care plan at any time.
Care plans will follow a goal-oriented approach, focusing on:
- Short and long-term objectives
- Wellness and reablement strategies
- Measurable outcomes to track progress
- Regular review points to assess effectiveness
- Integration with other health services
Step 5: Start Receiving Care
- Your services begin according to the care plan.
- A consistent support worker is encouraged to provide continuity.
- You can track service delivery, and regular reviews will ensure your care remains appropriate to your needs.
The reform emphasizes transparency in service delivery through:
- Electronic check-in/check-out verification
- Real-time service tracking for consumers
- Digital communication channels between consumers and providers
- Feedback mechanisms after each service
Step 6: Review and Modify
- Your situation may change. You can request a reassessment or switch providers if your needs evolve.
- Your provider must ensure regular check-ins and be transparent about how your funding is being used.
The reform introduces:
- Simplified provider-switching processes with minimal disruption to care
- Automated triggers for reassessment based on significant life events
- Annual comprehensive reviews of care plans and outcomes
- Consumer-initiated review options through the My Aged Care portal
The Impact on Diverse Communities
The Support at Home Program includes targeted measures to address the unique needs of diverse groups:
Aboriginal and Torres Strait Islander Peoples
The reforms acknowledge the importance of culturally appropriate care models and include:
- Expanded funding for Indigenous-controlled aged care services
- Cultural safety training requirements for all providers
- Remote and regional delivery strategies to improve access
Culturally and Linguistically Diverse Communities
The program addresses language and cultural barriers through:
- Enhanced interpreter services and multilingual resources
- Recognition of cultural preferences in care planning
- Support for ethno-specific providers and culturally tailored programs
LGBTIQ+ Older Australians
The reforms include:
- Increased training on inclusive practice for the aged care workforce
- Recognition of chosen family in care arrangements
- Specialized support for individuals who have experienced historical discrimination
Preparing for the Transition
As the July 2025 implementation date approaches, consumers and their families can take proactive steps:
- Stay Informed: Register for updates through the My Aged Care website
- Review Current Arrangements: Understand how your existing services will transition to the new system
- Gather Documentation: Collect relevant health and care information to facilitate assessment
- Explore Provider Options: Research potential service providers in your area
- Attend Information Sessions: Watch for community information events in your area
About Barton Care
At Barton Care, we’ve always placed trust, consistency, and quality at the centre of everything we do. As the aged care landscape changes, we are already ahead of the curve.
Although we currently provide in-home care workers via service contracts with approved aged care homes and providers, our approach is anything but transactional. Our support workers are regularly matched with the same clients, fostering deep, long-term relationships. This directly supports the government’s vision of continuity of care under the Support at Home model.
Our Workforce Advantage
All Barton Care workers are:
- Police-checked and qualified, with role-specific and ongoing training
- Digitally documented, ensuring that our clients’ compliance obligations are met
- Familiar with care planning and in-home support protocols, making them ready to support clients under the new model
Our staff retention rate exceeds industry standards by 30%, with an average tenure of 2.5 years compared to the sector average of 12-18 months. This stability translates directly to more consistent care experiences for older Australians.
Our Technology Readiness
We also operate under long-term contracts that ensure stability and predictability for our partner providers. These relationships allow us to maintain service excellence, even with ad-hoc shift requests.
Our proprietary workforce management system is specifically designed to meet the demands of the new aged care landscape:
- Real-time shift allocation and confirmation
- Digital documentation of care delivery
- Credential management and compliance tracking
- Service verification and reporting
- Integration capabilities with provider systems
Our Future Vision
Looking forward, Barton Care is investing in:
- Digital workforce systems to align with new reporting and planning tools
- Capability upgrades for our team and infrastructure
- Approved Provider application planning, so we can expand our role and work directly with older Australians
In 2024-2025, we are implementing enhanced training programs for our care staff, focusing on:
- Person-centred care approaches
- Goal-oriented support strategies
- Digital literacy and documentation
- Cultural sensitivity and inclusive practice
- Specialized care for complex needs
Industry Leadership
Barton Care is actively contributing to the sector’s readiness for reform through:
- Participation in industry consultations and forums
- Collaboration with peak bodies on workforce solutions
- Sharing of best practices in staff retention and continuity
- Development of innovative care models aligned with reform objectives
In Summary
Barton Care isn’t reacting to the future—we’re building it. Our current model already meets the expectations of the 2025 reforms, and we are taking proactive steps to evolve, grow, and support our clients through this transformation.
For aged care providers looking for a reliable, compliance-ready, and forward-thinking workforce partner, Barton Care is ready. Let’s prepare for the future, together.
