New to Aged Care? Here’s How to Access Support at Home with Confidence

Starting the aged care journey can feel overwhelming — especially when you're faced with unfamiliar terms, long waitlists, and complex systems. Whether you’re exploring care for yourself or a loved one, knowing where to begin is the first step toward peace of mind.

At Right at Home, we’re here to walk beside you. This guide breaks down how to access the current Home Care Packages Program or Support at Home, Australia's new in-home aged care program starting in November, with clarity and confidence. 

Step 1: Understand What Support at Home Means

From 1 November 2025, the Australian Government is introducing the Support at Home program, replacing the current Home Care Packages (HCP) and Short-Term Restorative Care. This new program simplifies how older Australians access in-home support — whether that’s personal care, clinical services such as nursing, domestic assistance such as cleaning and gardening, meal preparation, post-operative support or home modifications.

Between now and November 2025, older people can access home care through the current Home Care Packages Program.

Despite the name or type of government funded program, families need to have a conversation as the first step to in-home care and Right at Home's RightConversations Guide is available to help you do just that.

| Helpful resource: RightConversations Guide – A great starting point to guide you and your family through meaningful conversations about aged care needs.

Step 2: Register with My Aged Care

The second step is to register with My Aged Care by calling 1800 200 422 or visiting www.myagedcare.gov.au. You’ll be asked about your current health, daily living needs, and support network.

This is done in a three-part process. Make sure to have your Medicare card on hand.

• Part A: Collects basic personal and health information.

• Part B: Collects and processes your personal details, creates your My Aged Care account, and identifies if you are acting as a support person or representative.

• Part C: Finalises registration and confirms next steps.

This conversation with My Aged Care and the registration process can be daunting, so why not take up Right at Home's off for a free in-home consultation where our care co-ordinators can sit beside you in your home and help you call or register with My Aged Care online.

We will explain the process and guide you step by step while sitting with you as this is completed. We do not charge you for these consultations and there is no obligation. Call your local Right at Home office to get some assistance with this process now.

| Helpful resource: Right at Home's Needs Assessment Worksheet for Adult Caregivers — A great tool to help prepare for Part A (use the top half of page 1).

If you're supporting someone else, you can be added as a nominated representative in Part B to help coordinate their care.

Step 3: Complete an Assessment

You’ll then be referred for an Independent Assessment under Support at Home. In the current Home Care Packages Program this is the RAS and ACAT assessments. This phone or in-home appointment helps determine the level of care you need, which the government uses to allocate funding and services.

After your assessment, you’ll be placed on the National Waiting List. Most people are assigned services within 6 to 9 months, depending on their level of need.

You’ll receive a series of letters as you move through the system:

• Letter 1 – Approved: You’ve been approved and added to the waiting list.

• Letter 2 – Get Ready: Your funding is expected soon — it’s time to research providers.

• Letter 3 – Assigned: Your funding is now available. This letter includes a red Referral Code — your key to unlocking services by choosing a provider.

| Helpful resource: Needs Assessment Worksheet for Adult Caregivers — Review the bottom half of page 1 and page 2 to understand what assessors will ask and check.

Right at Home can help you prepare for these assessments during their free in-home consultation to get you started as mentioned above. You don't have to do this alone, call Right at Home now for support to get registered.

Step 4: Make the Home Safe and Suitable

While you wait for funding or prepare to begin services, it’s a good time to ensure your home is safe, accessible, and suitable for your needs.

| Helpful resource: Home Safety Checklist for Adult Caregivers — Use this to reduce risks and identify any changes needed to improve daily living safety.

Right at Home will do a home safety assessment when they visit you to assist you through the registration process. Call your local Right at Home office for assistance today.

Step 5: Choose a Provider and Start Services

When your funding is assigned, you’ll be ready to select a provider. Right at Home is a My Aged Care-approved Home Care Packages and Support at Home provider, offering a full range of services:

• Personal care (e.g. showering, grooming, toileting)

• Clinical care (nursing, wound care, medication support)

• Domestic help and meal preparation

• Transport and social support

• Assistive technology and home modifications

• Restorative and palliative care

| Helpful resource: RightConversations Family Action Planner — Delegate tasks between family members and formal care providers to reduce stress.

Right at Home will help you work through the RightConversations Family Action Planner when they visit you to assist you through the registration process. Call your local Right at Home office for assistance today.

What If You Need Care Now?

Waiting for funding can take months — but urgent care needs don’t always wait. That’s why Right at Home also offers private pay services, which are available immediately.

You can begin services privately and then seamlessly transition to funded care once your referral code is assigned and your provider is chosen. You are able to choose Right at Home as your provider when you receive funding, which makes for an even more seamless transition.

Step 6: Keep Information Organised as You Go

Coordinating care often means juggling health information, appointments, emergency contacts, and funding paperwork.

| Helpful resource: RightConversations Information Journal — Keep everything you need in one place to stay organised and reduce stress.

Right at Home will help you work through the RightConversations Information Journal resource when they visit you to assist you through the registration process. Call your local Right at Home office for assistance today.

Step 7: Start With a Personalised Care Plan

Once your services begin, you'll work with a dedicated Right at Home Care Manager who will design a personalised care plan tailored to your needs, goals, and preferences. As your circumstances change, your care plan can evolve with you.

Need Help Getting Started?

If you’re new to aged care and feeling uncertain about what to do next, we’re here to support you. Right at Home Australia provides expert guidance and quality in-home care across the country.

To learn more or to begin the process of accessing care call Right at Home to speak to your local office on 1300 363 802 (have your postcode ready to be transferred to your local office) or call your local office directly by accessing their number here .

We’re committed to helping you navigate in-home aged care with clarity, confidence, and care so that you can remain safely at home and age in your community with your loved ones near you.

Right at Home Australia is a leading provider of quality in-home care. Our mission is to improve the quality of life for those we serve ensuring the Right Care, Right at Home™.  We support people living with complex and post-operative care needs, dementia and cognitive decline, seniors, and adults living with a disability including NDIS participants. Our tailored services help clients to remain safe and independent in their homes. We are an Approved Provider under the Aged Care Act, meaning we can provide quality support at home under a government-funded home care package. We also offer private pay arrangements for those who do not have government funding, or who wish to pay privately for top-up care. Right at Home is all about you. We are available 24/7 so contact your local office today. You can also call our national number on 1300 363 802. 

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