Support at Home

What is the Support at Home program?

Support at Home is Australia’s in-home aged care system that replaced the Home Care Package program on 1 November 2025. It is designed to help older people live independently at home for longer, with clearer funding arrangements, more flexible support options, and greater transparency over services.

What does “associated provider” mean?

PACS delivers care as a service delivery partner  within the Support at Home system, working alongside established approved providers such as Trilogy Care  and GoCo.

While PACS is based in Tamworth, our services are delivered by local PACS-employed staff on the ground  in the communities we support.

This model allows PACS to focus on what we do best — delivering high-quality, relationship-based care — while the approved provider manages administration.

For you, this means:

• Your funding is securely managed within the Support at Home program
• Your care is delivered by local PACS staff, providing familiarity and continuity
• You deal with one care team, not multiple organisations
• Care decisions are made close to clients, not through a call centre

It’s a best-of-both-worlds approach:
The safeguards and structure of an approved provider, with the care, connection, and responsiveness of a boutique local team.

How do I know if I’m eligible for Support at Home?

Eligibility is determined through an aged care assessment via My Aged Care. The assessor considers your support needs and whether Support at Home funding is appropriate. If approved, you are assigned a funding level based on your assessed needs.

What happens if I already had a Home Care Package?

If you previously received a Home Care Package, you transitioned automatically to Support at Home at the same level. Your services continued under the new program without interruption.

How is my Support at Home funding structured?

Support at Home funding is allocated as an annual amount and managed through quarterly budgets. This means:

• funding is reviewed every three months
• a portion of unused funds may be carried over (up to $1,000 or 10%, whichever is higher)

Your approved provider manages the budget and can explain your balance and spending.

What services do PACS offer?

Depending on your approved care plan, Support at Home may fund services such as:

• personal care
• domestic assistance
• social support and companionship
• transport
• respite
• nursing care and consumables

Eligibility for specific services depends on your assessed needs and approved supports.

What’s the difference between Support at Home & private care?

Support at Home is a government-subsidised program designed to help older people remain living at home. Eligibility and subsidy levels are determined through an aged care assessment, and client contributions are set by the government, not by PACS.

Under Support at Home:

• approved services are subsidised based on assessed need
• you may be asked to make a client contribution, depending on the service type and your circumstances
• funding and contributions are managed by your approved provider
• 
  

Private care is fully self-funded and not linked to government programs or assessments. It can offer:

• immediate access to services
• greater flexibility in how and when support is provided
• no government assessments or contribution rules



PACS supports clients under both models and can help you understand which option best suits your situation.

Who provides the care under Support at Home?

All services delivered by PACS are provided by our own employed staff, based locally in the communities we serve. We do not use labour-hire platforms or third-party contractors. Our staff are recruited, employed, trained, and supported directly by PACS.

When PACS delivers Support at Home services:

• care is provided by local PACS staff
• rostering, supervision, and quality are managed by PACS
• services align with your approved care plan
• PACS invoices the approved provider (such as Trilogy Care or GoCo) for services delivered

This ensures continuity, accountability and familiar faces.

How does PACS manage its care staff?

PACS is responsible for the full employment and engagement of our workforce, including:

• recruiting staff who align with our values
• screening for skills, experience, and cultural fit
• onboarding, training, and ongoing supervision
• confirming availability and continuity of support
• managing rosters, performance, and quality assurance

Because our staff are locally based and employed by PACS, we can provide reliable, relationship-based care.

Can I change my care provider?

Yes. Under Support at Home, you have choice. You can change your approved provider partner and select PACS as your service delivery provider once arrangements are in place. We can guide you through the process if needed.

How fast can services start?

Start times depend on assessments, funding approval, and coordination. Once services are approved, PACS works closely with the approved provider to activate support as quickly as possible.

Who can help me understand Support at Home in more detail?

If you’d like help or clarification:

• speak with PACS — we’ll explain how the program applies to you
• speak with your approved provider partner (Trilogy Care or GoCo)
• contact My Aged Care for assessment and general program information

PACS — locally delivered care, backed by an administration team who care.