The Support at Home Program, launching from 1 November 2025, marks a significant shift in how Home care services are delivered in Australia. It introduces a more integrated and accountable model that relies on clear communication and seamless coordination between clients, providers, and the government.
Managing communications manually or relying on disconnected systems is no longer enough for providers. Digital readiness is essential. Below, we break down five key steps to prepare your organisation for the rollout, focusing on technology-enabled communication and compliance.
1. Understand the Program’s Requirements
The Support at Home Program consolidates services from the Home Care Packages and Short-Term Restorative Care (STRC) programs. It also introduces significant changes to funding models, documentation obligations, and reporting standards.
Key elements include:
- A single provider model, where one registered provider manages the full suite of services for each participant
- A quarterly, non-cumulative budget that replaces previous flexible arrangements
- Strengthened compliance responsibilities, including real-time recordkeeping, worker screening, and transparent care delivery
To prepare, providers must align their workflows with these new requirements and ensure communication processes can scale.
2. Audit your current communication systems
Now is the time to assess how you currently handle:
- Onboarding and intake forms
- Service agreements and care plan delivery
- Progress notes and incident notifications
- Billing statements and funding reports
If any of these are handled through spreadsheets, manual emails, or paper forms, you may be exposed to delays, errors, or compliance risks under the new framework. Airdocs can support all of these communications effortlessly.
Look for systems that:
- Enable automated document generation
- Offer role-based access and audit trails
- Deliver documents securely across email, portals, or print
- Connect seamlessly with your care management software
3. Digitise the client journey
Under the Support at Home model, participant expectations will rise, and digital delivery will become a key part of provider trust.
To keep up, providers should digitise every central communication touchpoint:
- Pre-filled and templated intake and consent forms
- Auto-generated care plans with version control
- Real-time service notifications and appointment updates
- Integrated, accurate invoicing and quarterly budget summaries
Digitising the client journey improves efficiency and allows teams to focus more on care delivery.
4. Integrate with provider portals and systems
The government is rolling out new platforms to support the Support at Home model, including a refreshed My Aged Care Provider Portal. Your core system must be able to connect with these systems to:
- Submit reports and claims efficiently
- Sync service data with participant funding allocations
- Maintain a clear audit trail for compliance reviews
If your communication tools don’t integrate easily, your team may have to resort to time-consuming workarounds. Choosing an open, integration-ready platform like Airdocs helps avoid this.
5. Train staff and prepare clients
Technology only delivers value if your team and clients are confident using it. As you implement digital tools:
- Provide staff training on new communication workflows
- Standardise document formats to reduce confusion
- Help clients choose their preferred communication channels (e.g. SMS, email, printed mail)
- Reinforce messaging around quarterly budgets and service planning timelines
Change is more manageable when people understand what is changing and why. Digital communication platforms make this easier to achieve.
How Airdocs supports digital readiness
Airdocs helps Home care providers modernise communications before the Support at Home Program rollout. Our platform enables:
- Secure, automated delivery of care plans, service agreements, and billing documents
- Real-time updates and reminders across SMS, email, and portals
- End-to-end visibility with full audit trails and role-based access
- Seamless integration with your care and funding systems
From intake to invoicing, Airdocs helps providers streamline communication and maintain compliance without manual admin.
Ready to prepare?
The Support at Home Program presents a unique opportunity to reset and modernise your communication infrastructure. Start now to ensure your team, clients, and systems are ready for what’s next.
Explore our Support at Home communication solution or contact Airdocs to get started.
