Aged Care FAQs
Commonly asked questions
Aged Care FAQs
Commonly asked questions
Home Care Packages
How can I cover the costs of the care and support I need to live independently?
Your aged care services can generally be covered or subsidised by the Support at Home program or the Commonwealth Home Support Program (CHSP).
What is Support at Home?
If you are over 65 years of age (or 50 years if you are Aboriginal or Torres islander) and an Australian citizen – you may be eligible for Support at Home.
The Australian government funds, or partly covers, some aged care services and programs for people who are unable to live independently at home without support. The funding is designed to give you more choice and flexibility at home. Think of it as customised support to help you live independently and comfortably at home for as long as possible.
It is a tailored package that gives you freedom and control to receive care or support services that can include a range of supports such as personal care, nursing care, assistance with household tasks, and community access.
Payments
Support at Home is provided annually but paid quarterly.
Unspent funds
For new entrants to the Support at Home program (ie those who weren’t in a HCP before the transition), unspent funds of up to $1,000 or 10% of your quarterly budget, whichever is greater, may be rolled over to the next quarter.
Note: if you have a large balance of unspent funds, you might be missing out on supports you could be receiving.
If you were already part of the Home Care Package program and transitioned into Support at Home, any unspent funds you had under your HCP will have been carried over into your Support at Home budget. During the transition, you are protected by a “no worse off” principle — meaning your funding and unspent funds carry forward so you don’t lose access due to the change. These are not time-limited.
Provider Support
Support at Home holders must have a government-approved Aged Care Provider to administer funds appropriately and to meet ongoing government compliance, on your behalf. This is a government requirement and cannot be undertaken by the individual, however the choice of provider is entirely in your hands.
Your Provider will also support your care management, ensuring optimum quality of care and support.
Some Providers, such as For Care, are also Service Providers and can support you with your care coordination, using our own highly experienced team, or drawing on our established network.
What is the eligibility criteria to receive Support at Home funding?
- Be aged 65 years or older.
If you are an Aboriginal or Torres Strait Islander person, be aged 50 years or older. - Be an Australian citizen, permanent resident or hold a visa class that allows you to access aged care services.
- Assessed as requiring assistance with
– Clinical Care including nursing, allied health, care management.
– Independence Support (sometimes called personal care) including help with bathing, dressing, taking medication, transport, etc.
– Everyday Living including domestic tasks like cleaning, shopping, gardening, meal preparation. - The program is designed to support older people to live safely at home rather than living in residential aged care.
How do I access the funding and assistance?
This government initiative is delivered by My Aged Care, which is designed to help older Australians and their families access information and services related to aged care. It provides a single-entry point for information on aged care services and assessments.
My Aged Care offers a range of services and support options, including information and resources, assessments, referrals and support for carers.
Comfort, care and connection
Aged care and support that is uplifting, reassuring and easy.
5 Steps to Getting Started
1. Check your eligibility with My Aged Care
Check your eligibility with My Aged Care’s online eligibility checker.
2. Complete an aged care assessment (ACAT assessment) with My Aged Care
Complete an aged care assessment (ACAT assessment) with My Aged Care to determine the right level of funding to support the services you or your loved one needs.
The assessment begins with a telephone call and the next step is conducted in person by an Aged Care Assessment Team (ACAT) – health professionals such as doctors, nurses or social workers who provide information, advice and assistance to older people who are having a little difficulty living at home.
To find an ACAT, call My Aged Care on 1800 200 422 or visit My Aged Care. Alternatively, your doctor or health centre can provide a referral to the ACAT nearest to you.
3. Complete an income assessment via Services Australia/Centrelink, if relevant
Complete an income assessment via Services Australia/Centrelink, if relevant.
Read more here: https://www.myagedcare.gov.au/income-and-means-assessments
4. If you are eligible for support, you will receive confirmation in writing from My Aged Care
If you are eligible for support, you will receive confirmation in writing from My Aged Care, including your approval for a specific level (1,2, 3 or 4). You’ll be placed in a national queue to wait for Support at Home funding to be assigned to you. Funding is allocated on a priority system, which is managed by My Aged Care. Sometimes a lower-level package is offered in the interim while waiting for a higher level package.
Note: this can take between 3 and 12 months.
5. Once you have your funding assigned, you can put it to work.
Once you have your funding assigned, you can put it to work. First, you’ll need to assign an approved Support at Home Provider to help you create a care plan, and to help administer your funds. You have 56 days from the date your funding is allocated to find a provider and sign a service agreement with them.
That’s where we can help. Phone us on 1800 367 227 or complete our contact form
We’ll answer all your questions, and provide helpful advice on how we can help you live your life, your way.
Home Care Funding
Will I be out of pocket?
While your My Aged Care Package can contribute to the cost of your care, you may be required to make a contribution towards your aged care services, depending on your circumstances. You can read more about this here https://www.myagedcare.gov.au/understanding-costs
How much you may need to contribute to aged care services depends on:
- the type of help you need
- the provider you choose
- your financial situation
- the services you receive.
To help you plan, you can get an estimate of your out-of-pocket costs here: https://www.myagedcare.gov.au/how-much-will-i-pay
You may also be eligible for supplements, including a Dementia and Cognition supplement, Oxygen supplement, or Veterans’ Supplement. Find out more here https://www.health.gov.au/our-work/home-care-packages-program/funding/supplements
In addition to the contribution made by the government (your Home Care Package budget), home care services are paid for via:
- A basic daily fee. This is a set fee paid by everyone who receives a Home Care Package. This fee ranges from $11.43 to $12.75 depending on your package level.
- An income tested fee. Whether you pay this fee depends on the results of an income and assets test conducted by Centrelink. This fee can be up to $35.95 per day.
- Service and management fees. These are taken out of your package and vary depending on providers.
- Additional service fees. Your home care provider may charge additional fees that they must disclose to you as part of their fee breakdown.
What if I don’t spend all of my Home Care Package budget?
Unspent funds are carried forward to the following month. They are held on your behalf by your Home Care Package Provider until you need them.
Does my Home Care Package get renewed each year?
Once you have been allocated a Home Care Package, it continues for as long as you need home care services.
If your care needs change you can be re-assessed for a higher package level.
Choosing a Provider
What does a Home Care Package provider do?
My Aged Care delivers Home Care Packages, but the administration of funds needs to occur via an approved Home Care Package Provider.
As beneficiary of the funds, you have total control over who you choose to be your provider – a team who works with you to develop a Care Plan and to manage your funding.
How do you help me meet my goals?
We can help you in several different ways.
- Regular help for an easier lifestyle – whether that’s personal assistance, help around the home, companion care, getting out in the community or nursing and medical support.
- Care Management– managing your payments and budgeting on your behalf.
- Package Management – Finding and coordinating all the care services you require for your needs and budget.
We’ll support you to make informed choices and engage you and your family (if relevant) in the development and delivery of care and services, ensuring they align with other supports you may be receiving.
We’ll regularly assess your needs, goals and preferences, evaluate our services with you and review your home care agreement and care plan. You can ask for a review any time.
Your Care and Support Team
What is a Home Care Agreement?
We’ll create an agreement when we start working together that outlines the services you’ll receive from us, the corresponding fees and the rights of both you, as our customer, and of For Care.
What does my Package Manager do for me?
If you choose to add Package Management to your care plan, you’ll have a personal coordinator dedicated to your needs, and passionate about supporting you to engage the services you need to live the life you want.
Your Package Manager is your main point of contact for the services provided by For Care and other suppliers and providers.
We’ll work with you to identify your goals, and how we can support you in those areas.
What expertise does the For Care team have?
As a group, we have been working in community care since 2010, helping people work toward their goals and providing care and support.
Our team members are all competent and qualified. We also provide our team with extensive specialised in-house training and continuous upskilling, with a strong focus on upholding customer’s rights, choice and control.
Carer qualifications, insurance and background checks of our team are an essential compliance measure we undertake to ensure our services can be covered under your Home Care Package.
Our strong governance frameworks for include senior clinicians and experts to oversee the care in your home to consistently meet and exceed required standards and identify and manage any potential risks.
How do we share information and updates about your needs amongst team members?
We’ll meet with you regularly through stakeholder catch-ups, to see how things are going for you, and if you need any changes to your service.
Care Managers update your care plan and risk assessment information regularly to ensure your support team has the most relevant and up-to-date information.
You are most welcome to reach out to us via phone or email at any time to fill us in on any changes.
If there are any changes to your service from our end, we’ll meet with you or talk over the phone, to ensure you fully understand what’s happening every step of the way.
Can I choose, or have a say in, the type of workers that I have?
Yes, of course. Our service is about giving you choice and control.
Before you begin a service with us, one of the things we will ask you is what type of care and support team you are looking for. We have a large team of professionals with a range of skills, and we work hard at matching similar interests and hobbies between support teams and participants.
What if I want a different carer or support person?
Not everyone gets along, and that’s ok.
We try to match you with the care and support teams we think will best suit your needs. However, if you find they aren’t the right fit for you, simply let us know and we’ll do our best to find other options for you.
Can I make changes to my service?
Yes. We always welcome the opportunity to listen to any concerns for improvement.
What if I need to cancel a service if I’m sick or away?
Please refer to your service agreement for the full cancellation policy.
What happens if I want an extra task done on my day of service?
If the extra task can be completed safely and within the time allocated for the service, your carer or support person will be happy to assist.
What happens if I’m not home when someone is coming to visit me?
Services can only go ahead if you are at home. Please let the office know if you won’t be home for a service so it can be rescheduled. If you don’t notify the office, you may still have to pay for the service.
What happens on Public Holidays?
We will discuss with you any services with you that fall on a public holiday. If you prefer, your service could potentially be moved to a different day; just let us know.
Will I be notified if there is a change in staff?
Yes, you will be notified of any changes to the staff who deliver your services.
What if I need immediate support?
Our support services are delivered under Home Care Agreements, through your Home Care Package, and are tailored to your personal preferences and budget. If you require services immediately, talk to us about private or self-funded in-home care.
Are there any cancellation fees?
A cancellation fee applies in some circumstances. Wherever possible, we ask that at least 24 hours’ notice is provided to cancel your service. If you cancel within 24 hours, you may incur a cancellation fee.
Am I locked into a contract?
We do ask you to sign a service agreement to agree to the terms and conditions of service, however this is mostly to protect you as a consumer.
You are not locked into a contract. We are a flexible provider, customising your service to your needs.
You may cancel at any time.
Feedback and complaints process
What if I’m not happy with some aspect of my care?
Our door is always open, and we genuinely want to hear from customers and their loved ones about their experiences with us.
If you’re not happy about any part of your service, please reach out and let us know. We are always looking at ways to improve our services and want direct feedback from our customers.
It is important to note that if you make any type of complaint, you will never lose services or be disadvantaged in any way.
We take all feedback seriously.
We’ll contact you within 48 hours of your complaint.
We’ll work with you to devise steps and actions to address your complaint.
These will be formally communicated to you via a Complaints Investigation Outcome letter.
Get in touch by:
Coming into our office to talk with us
Calling us during business hours
Writing to us via email quality@forcare.net.au
What if I’m not happy with the outcome of my complaint?
For Care will work with you to address and resolve your complaint. However, if you are still not happy, you can contact an advocacy group.
