Australia’s Support at Home program is now the main way the Government funds in-home aged care. Alongside services like personal care, nursing, allied health, and help at home, care management is a required part of the program — and it plays a huge role in making sure supports match a person’s needs and goals.
Care Management: The Simple Definition
Under Support at Home, care management is the ongoing coordination, planning, and review of a participant’s care and services to help them get the best outcomes and stay safe at home. Every participant receives care management, whether they want lots of help organising services or prefer to self-manage.
Why Care Management Exists
Support at Home is designed to be goal-based, flexible, and focused on wellbeing. Care management ensures:
- Services stay aligned to your assessed needs and personal goals
- Your care plan stays current as life changes
- Risks are noticed early and addressed
- You understand your budget and supports
- There’s someone accountable for coordinating safe, quality care
It also supports the program’s wellness and reablement approach — meaning help is delivered in a way that builds independence instead of doing everything for you.
Who Provides Care Management?
Your provider assigns a dedicated staff member called a care partner. This person leads care management activities with you (and/or your chosen supporter).
Think of your care partner as your main point of contact — the one who helps organise supports, check progress, and advocate for your needs.
What Care Management Includes (Real-World Examples)
Care management isn’t just paperwork. It’s hands-on coordination and support, including:
1. Care planning
Your care partner works with you to identify your needs from your aged care assessment, your goals and preferences, and what supports you already have. This becomes your care plan (or goal plan for restorative care). Plans are reviewed at least yearly or sooner if needed.
2. Organising and adjusting services
Your care partner helps line up the right services and workers, and adjusts them when your situation changes.
3. Monitoring and review
They regularly check whether services are working, if your needs have changed, whether your goals are being met, and if new risks have emerged.
4. Helping you navigate options
If your needs increase, your care partner discusses next steps which might include a Support Plan Review, reassessment, respite, or residential care options.
5. Supports for feedback and complaints
Providers must help you understand your rights, give feedback, and make complaints if something isn’t working.
How Often Does Care Management Happen?
Support at Home rules say every participant must receive at least one direct care management activity each month. That means real contact — like a call, check-in, or meeting — not just admin work behind the scenes.
What If You Self-Manage?
Some people choose to self-manage their services, such as selecting workers or scheduling supports themselves. Even then, the provider must still deliver care management to ensure your care remains safe, appropriate, and aligned to your goals.
Self-management gives you control — not extra burden.
Is Care Management Free?
Yes. Care management is fully funded by the Government, so providers cannot charge participant contributions for it. Funding is built into your Support at Home budget to cover coordination and regular check-ins.
What Good Care Management Should Feel Like
You’ll know care management is working well when:
- You understand why you’re getting each service
- Your care is adjusted quickly if something changes
- You’re involved in decisions and your voice leads
- Goals are reviewed, not forgotten
- The focus stays on independence and quality of life, not just tasks
Frequently Asked Questions
Is care management the same as case management?
In practice, yes. Support at Home uses the term care management, but it serves the same purpose as case management: coordinating services and keeping care on track.
Can I opt out of care management?
No. Care management is a mandatory provider responsibility for all Support at Home participants.
What happens if my needs change halfway through the year?
Your care partner should review your care plan and services as soon as changes occur, rather than waiting for the annual review.
Will I always have the same care partner?
Providers aim for continuity, but staff can change. If they do, your provider should ensure a smooth handover so your care stays consistent.
Need help with Support at Home care management?
Just Better Care can explain your options, coordinate services, and make sure your care plan stays aligned to what matters to you. Contact your local Just Better Care team to talk about Support at Home today.
