Sustainability strategies for the Support at Home transition and beyond

Home care is undergoing a significant transformation in 2025 as the highly anticipated Support at Home program comes into effect and replaces existing programs, including the Home Care Packages Program.

These changes will begin from July 1, 2025. This gives home and community care services providers seven months to prepare for a monumental change that coincides with the new Aged Care Act.

Support at Home (SAH) will provide more effective in-home aged care to support older people to remain independent and at home for longer. 

Key changes include increased maximum funding amounts, new pricing and service arrangements, better-defined service categories and user classifications, and enhanced care offerings through a new End-of-Life Pathway and expanded Restorative Care Pathway.

While the benefits of Support at Home will enable older people to access a greater range of care and services, the challenges for service providers cannot be ignored. Planning and preparation will therefore be essential to achieve long-term sustainability.

Comlink Chief Executive Officer Liam Mayo said providers may be required to step beyond traditional comfort zones to adapt and thrive.

“To ensure long-term sustainability in the evolving landscape of the SAH initiative, providers must prioritise client satisfaction, operational efficiency and service quality,” Mr Mayo told Hello Leaders. 

“Strong client relationships, underpinned by trust and individual needs assessments, will be the foundation for sustained engagement. Coupling this with strategic partnerships —  whether with other providers, community groups or allied professionals — can strengthen service delivery and enhance responsiveness.

“Adapting to these measures may require providers to step beyond traditional comfort zones, but it’s a necessary shift. This is an era for bold, strategic decisions — those who embrace innovation and collaboration will secure a sustainable future in SAH service delivery.”

Mr Mayo will appear at the Support at Home Summit on April 2–3, 2025. The event, delivered by The Hatchery in partnership with the Council on the Ageing (COTA) Australia, is set to explore a range of strategies and solutions for a seamless transition to SAH.

One of the key strategies Mr Mayo believes providers should adopt is diversifying their services. By broadening their scope, he said providers can remain competitive and address the diverse and shifting needs of home care clients. 

He added that healthy ageing initiatives are the most interesting and important opportunity for providers within the Support at Home framework. 

“A key avenue lies in early intervention healthcare measures, enabling providers to play a proactive role in supporting clients to age well. This could include programs focused on preventative care, such as exercise classes, nutrition workshops or regular health assessments, tailored to foster long-term wellness,” Mr Mayo explained.

“Creating accessible, welcoming spaces for clients to engage in healthy ageing activities is another powerful opportunity. Whether through community hubs, mobile services or virtual platforms, these environments can encourage movement, social connection and participation in activities that promote physical, mental and emotional well-being.

“Additionally, there’s significant potential to specialise in areas like dementia care, reablement and chronic disease management, ensuring care is personalised and addresses specific needs.”

He added that providers can continue to innovate by offering flexible service models and integrating the latest technology to enhance accessibility and effectiveness.

“By adopting these approaches, providers not only diversify their offerings but also position themselves as leaders in fostering vibrant, client-centred care. This commitment to proactive and inclusive service delivery ensures better outcomes for clients and their communities, setting a new standard for what aged care can achieve.”

Retaining and attracting a skilled workforce presents one of the greatest challenges for home care providers looking to enhance their services. With the government projecting 300,000 more SAH participants over the next decade, providers must be workforce-ready.

“A big part of this success is prioritising workforce well-being and retention. Well-trained, happy teams deliver better care and, when they feel supported, they’re more likely to stay, reducing turnover costs,” Mr Mayo added.

“Ultimately, it’s a blend of smart resource management, strong partnerships and a deep commitment to both team member and client satisfaction that allows us to thrive amidst these known and unknown financial and regulatory pressures within our sector.”

In-depth conversations around optimising staff capability and resources, leveraging technology and developing new approaches to home care will provide invaluable insights to Support at Home Summit attendees. 

The sector’s most experienced and knowledgeable leaders are attending the two-day event. This includes Aged Care Quality & Safety Commission Commissioner Janet Anderson PSM, Independent Health & Aged Care Pricing Authority (IHACPA) CEO Professor Michael Pervan and the Department of Health & Aged Care Deputy Secretary, Ageing & Aged Care Michael Lye.

Executives from Catholic Healthcare, Access Care Network Australia, Meals on Wheels SA, Palliative Care Australia and Kincare will also take to the stage in a series of presentations. 

Mr Mayo, part of the Support at Home Summit advisory team alongside COTA Australia CEO Pat Sparrow, will speak on a panel session on Day 1. This session will explore provider and home care participants’ thoughts on what the SAH changes truly mean. 

Providers will no doubt be wary of the tension between delivering high-quality care and meeting regulatory and financial pressures. Mr Mayo said balance can be achieved by finding ways to be smart with resources, focusing on older people and investing in the right systems and workforce. 

“This helps us respond better to individual client needs, enhancing their quality of life while also meeting regulatory expectations. It’s also crucial to stay proactive by continuously assessing and adapting to both financial and regulatory changes,” he shared.

“Whether through technology adoption, ongoing training or staying current on regulations, staying ahead of potential challenges helps us avoid costly compliance issues and inefficiencies. Creating a culture of agility means being ready to adapt quickly without compromising care quality.”

Early bird tickets are now on sale for the Support at Home Summit to be held at Pullman Sydney Hyde Park on April 2–3, 2025. Click here for more information or to purchase tickets.