As the new Support at Home program rolls out, aged care professionals have been working hard for the switch. And yet, while the industry focuses on compliance and the logistics of the transition, the waitlist for ageing at home continues to grow, and a crisis looms that needs much more government attention, writes Bindy Marshall, Aged Care Paralegal and Accredited Aged Care Professional.
The Federal Government’s new Support at Home program went live on 1 November 2025, representing the most significant structural change to home care in decades.
The program replaces the existing Home Care Packages program and the Short-Term Restorative Care program, and is aimed at improving access to services, equipment and home modifications.
Through these legislative and structural changes, the government has emphasised its commitment to helping people age in place. Yet, industry professionals are witnessing a troubling disconnect between these political aspirations and the practical situation on the ground.
At the end of July, 121,596 older Australians were waiting to be assessed for home care support. Over 87,000 more had been assessed but hadn’t received their packages yet. Combined, that means over 200,000 people are waiting for home care support.
With wait times now extended up to 12 months, too many older Australians are ending up hospitalised or in residential care simply because the right support hasn’t arrived at home in time – precisely the opposite of what they want and need.
So, will the impending changes be enough to address the seriousness of the situation facing aged care professionals and their clients today? And what do those working in the industry need to know as the Support at Home program rolls out?
A reality gap
The current home care package shortage is creating cascading effects throughout the aged care ecosystem. These include increased pressure on hospital geriatric wards, higher residential care admission rates, growing reliance on expensive private care for those who can afford it, and widening gaps in access to care.
The baby boomer demographic shift has been anticipated for decades, yet the system remains unprepared.
The Federal Government recently announced that it would fund 20,000 extra home care packages. But 20,000 packages won’t make a dent in the problem at hand – it’s like applying a tiny band-aid to a massive wound.
The announcement is unfortunately another example of how the government doesn’t have its finger on the pulse when it comes to aging in place, consistently putting temporary measures in place rather than fixing the problem.
Industry professionals must continue advocating for the immediate release of substantial package numbers – over 150,000 at a minimum.
We should also be pushing for streamlined assessment processes, clear transition protocols for the Support at Home program, and better workforce development initiatives so that there are enough workers to deliver the care people need.
As waitlists continue to grow, we can only hope that the new Support at Home package will address the pressing issue at hand. But, as with many government promises in aged care, whether it will actually deliver meaningful change for the people who need it most remains to be seen.
Understanding the transition to Support at Home
The wide-ranging aged care reforms and the start date of the new Aged Care Act have been delayed multiple times, much to the industry’s chagrin.
Each delay, the government said it needed more time to prepare parallel regulations and roll out industry guidance and education sessions for aged care service providers and workers to get up to speed with the changes.
One big change is that the Single Assessment System, which came into effect in late 2024, will replace the current Aged Care Assessment Team (ACAT) and Regional Assessment Service (RAS) assessments. The Single Assessment System has been designed to simplify and improve the process by having one assessor and one organisation manage the entire aged care journey for an individual.
This new approach is supposed to improve access for those people living in regional, remote and rural areas. It is also supposed to reduce wait times for receiving an assessment and make it easier to navigate the system. But we are yet to see this happen.
First Nations assessment organisations are being progressively introduced to provide culturally safe and trauma-informed assessments.
The eligibility requirements for aged care services have not changed since the Integrated Assessment Tool (IAT) was introduced in 2024.
In preparation for 1 November 2025, home care package providers should have been contacting clients to review care plans and present revised pricing structures. Clients would also have needed to sign new or updated service agreements to continue receiving care under the Support at Home framework.
These administrative updates represent fundamental changes to how care will be delivered and funded. For many families, conversations with their provider in the lead-up to the start date will be crucial to ensure their services continue to be met.
Service providers would also have been preparing their workforce and systems for the November 1 transition.
Staff need to understand the stricter requirements for service confirmation and record keeping, adherence to the Aged Care Code of Conduct and mandatory reporting of serious incidents under the new Support at Home program. They should additionally be aware of the single provider model and price caps that will be introduced in 2026.
Importantly, providers should also think about developing wait list management protocols that prioritise high-risk clients – those who can’t afford to wait months for support.
Health professionals can also make a real difference by beginning discussions about home care options early in the care relationship, rather than waiting until the crisis point. Understanding the realistic timelines for package allocation helps manage patient and family expectations.
The reality is that many clients will need bridging support, so planning for potential residential care transitions when home care proves insufficient or unavailable is essential.
The Commonwealth Home Support Programme will also transition to the new system, but not until mid-2027. In the interim, aged care professionals may be working across multiple systems simultaneously, which will require careful coordination and a clear understanding of the different eligibility requirements and service delivery models.
The Support at Home program may represent change, but its roll out will no doubt be closely scrutinized to see if it’s the change the industry hopes for. The government needs to match its policy promises with adequate funding and genuine commitment to keeping older Australians in their homes.
Attwood Marshall Lawyers – helping people at every stage of life
The aged care crisis requires a collective industry response. At Attwood Marshall Lawyers, we’re committed to working alongside industry professionals to ensure our clients receive the support and dignity they deserve during this challenging transition period.
Several financial and legal factors need to be considered when an individual transitions to aged care or home care packages, including reviewing service agreements and the individual’s estate plan.
We provide our clients with personalised attention and support throughout this process, ensuring that their rights and interests are always protected.
If you, a client, or a member of your family needs legal advice about transitioning to aged care or estate planning, we are here to help. Please contact our Aged Care and Wills and Estates Department Manager, Donna Tolley, to make an appointment on direct line 07 5506 8241, email dtolley@attwoodmarshall.com.au or free call 1800 621 071.
