Choose Just Better Care as your Support at Home Provider

If you or a loved one has been assessed for Support at Home but you have not yet chosen a provider, you are not alone. Many Australians sit at exactly this point after receiving their Notice of Decision, this indicates the approval for government-funded in-home care and indicates the next step in the process which is to choose a home care provider

It is important to know that there is a time limit.

Once you receive your Notice of Decision, you have 56 days to sign a service agreement and begin receiving services. If you do not start within this window, your funding approval may be withdrawn.

If you need more time to find the right provider, you can request a 28-day extension, but this must be done before the 56-day period expires. The sooner you start comparing providers, the more options you have.

This guide is designed to help you move forward. It covers what to look for, the right questions to ask, and practical steps to get your support in place so you can start living with more independence at home sooner.

What is Support at Home, and why does provider choice matter?

Support at Home is the Australian Government’s in-home aged care program, which replaced the Home Care Package program from November 2025. 

The Support at Home program funds services that help older Australians stay safe and independent at home, such personal care, domestic assistance, clinical care, transport, and allied health.

Your approved funding moves with you, which means you are not locked in. If you are not getting the right support from your current provider, you can change. The program is built around your goals.

That said, your choice of provider does matter, and not just for practical reasons. The right provider will help you understand your budget, plan your services around your goals, and encourage you to utilise your quarterly funding.

Five things to look for when choosing a Support at Home provider

1. Local presence and consistent workers

In-home care works best when it is consistent. Ask any provider you are considering whether you will have the same Support Worker or a small team of workers, rather than a different person each visit. Consistency matters for trust, routine, and quality of care — especially for people living with dementia or other conditions where familiarity is important.

A locally based provider with staff who know your community will also be better placed to connect you with community activities, transport options, and local health services.

2. Transparent fees and budget management

Under Support at Home, providers can charge a care management fee of up to 10% of your quarterly budget. Some charge additional administration fees on top of this. Before you sign anything, ask for a clear breakdown of all fees so you know exactly how much of your budget goes toward direct services versus management costs.

A good provider will be upfront about this without being asked — and will help you build a service schedule that makes the most of your available funding.

3. A genuine approach to your goals

The Support at Home program is built on a wellness and reablement philosophy. That means the goal is not just to do things for you, but to support your independence and help you keep doing the things that matter to you for as long as possible.

Ask providers how they approach goal-setting. Do they work with you to identify what independence looks like in your life, or do they simply schedule the services in your approved plan? There is a meaningful difference.

4. Clinical capability and allied health access

If you have health-related needs — chronic conditions, post-hospital recovery, mobility issues, nutritional concerns — you want a provider that can either deliver clinical services directly or coordinate referrals to allied health professionals quickly.

Under Support at Home, allied health services like physiotherapy, podiatry, occupational therapy, dietetics, and speech pathology must be identified through your assessment before they can be funded. A good provider will help you understand which services are in your plan and help coordinate access so assessed needs are actually acted on.

5. Clear communication and a dedicated contact person

Every Support at Home participant must receive care management from their provider, which includes a direct contact — at Just Better Care, this is your Care Partner. This person is your main point of contact for questions, service changes, and reviews.

Before choosing a provider, ask who your Care Partner would be, how you can reach them, and how quickly they typically respond. If the answer is vague, that tells you something.

Questions to ask before you commit to a home care provider

When you speak with a provider for the first time — whether by phone or in an initial visit — these questions will help you assess whether they are a good fit:

1. "How long does it typically take to start services once I choose you as my provider?"
   Delays matter. Look for a provider who can begin within one to two weeks.

2. "Can I have the same Support Worker for most of my visits?"
   Consistency of care is one of the strongest predictors of a good experience.

3. "What are all the fees I will be charged, and what percentage of my budget will go to direct services?"
   Any reputable provider should be able to answer this clearly.

4. "How do you help me make the most of my quarterly budget?"
   Look for providers who actively review spending and adjust service plans before the end of each quarter.

5. "What happens if my needs change or I want to adjust my services?"
   A good provider makes this straightforward. If the answer involves lengthy forms and delays, look elsewhere.

What to expect in the first few weeks

Once you have chosen a provider and agreed to start, here is what a typical onboarding process looks like:

Your new provider will contact you to complete a service agreement and set up your care plan. You will be introduced to your Care Partner, who will work through your goals and confirmed supports with you. Your first service visits will be scheduled, and you will typically receive a welcome call or visit to check that everything is going as expected.

If you are moving from another provider, your funding transfers across automatically — you do not lose your approved budget when you switch. A new provider may need a brief period to complete their own assessment of your needs before services begin in full.

How to prepare for your first conversation with a provider

You will get more out of an initial conversation with a provider if you come prepared with a few key pieces of information:

Know your Support at Home classification level (this is on your Notice of Decision from My Aged Care), have a rough sense of the types of support you need most — for example, personal care in the mornings, help with household tasks, or transport to appointments — and think about any preferences that matter to you, such as a female or male Support Worker, language preferences, or religious considerations.

You do not need to have everything figured out before you speak to a provider. A good Care Partner will help you work through the detail. What matters most is feeling comfortable asking questions and having them answered honestly.

Frequently asked questions

How long does it take to start Support at Home services once I choose a provider?

Most providers can begin services within one to two weeks of completing your service agreement, depending on your location and the type of support required. Complex clinical care arrangements may take slightly longer to coordinate. Contact a provider directly to ask about their current lead times.

Can I try a Support at Home provider before committing?

There is no formal trial period, but you are not locked into any provider under Support at Home. You can change providers at any time, and your approved funding follows you. If things are not working after the first few weeks, you have the right to move to a new provider without penalty.

What if my needs change after I start with a provider?

Your support plan can be reviewed and adjusted at any time. You can request a service variation with your provider, and your Care Partner should be proactively checking in to make sure your supports remain appropriate as your needs and goals evolve. If your needs change significantly, you may also be eligible for a formal reassessment through My Aged Care.

Do I need to pay anything to start Support at Home services?

Most Support at Home recipients pay a co-contribution towards the cost of their care, which is income-tested and capped over a lifetime. If you were already receiving a Home Care Package before 12 September 2024, the no-worse-off guarantee applies and you will not pay more than you did under the previous arrangements. Your Notice of Decision from My Aged Care will outline your individual co-contribution amount.

How is Just Better Care different from other Support at Home providers?

Just Better Care is a national network of locally operated offices, which means your care is managed by people who know your community — not a call centre. Our Care Partners provide personalised support planning, and we focus on consistency of workers wherever possible. We also have clinical capability across a range of care needs, with access to allied health coordination for participants whose plan includes those services.