Supporting older Australians to live well at home is at the heart of every quality care provider’s mission. However, with the Support at Home program launching soon, many clients and families may feel uncertain about what’s changing and what it means for them. That’s where clear, compassionate communication can make all the difference.
Read on to discover how you, as a provider, can explain the Support at Home program to clients and their families in a way that builds understanding, trust and confidence during the transition.
What is Support at Home?
Support at Home is the Australian Government’s new program for delivering in-home aged care services. It’s designed to make it easier for older people to get the right help, at the right time, to stay safe and well at home.
Starting 1 November 2025, Support at Home will replace two existing programs: the Home Care Packages (HCP) and the Short-Term Restorative Care (STRC) program. This means that new clients entering aged care after this date will be assessed and funded under a single, simplified model.
The goal of Support at Home is to streamline services, reduce administrative complexity and put greater focus on individual needs. That includes tailoring care plans to what matters most to each person — whether it’s help with everyday tasks, managing mobility, or recovering after a hospital stay.
Crucially, the program aims to support greater independence. By improving access to short-term supports, early intervention and reablement services, Support at Home encourages older Australians to stay active, connected and in control of their care.
Why is it important to include carers and family members when supporting a client?
When it comes to aged care, clients rarely navigate the journey alone. Family members and carers often play a central role — not just in providing day-to-day support, but in advocating for their loved one’s needs, preferences and wellbeing.
Including them in conversations about care ensures everyone is on the same page and working together toward the same goals. It also reflects a more collaborative, person-centred care approach — one that values the unique insights families bring and recognises that quality care is built on partnership, not just service delivery.
Strategies to explain the Support at Home program
As a provider, you’re in a unique position to help clients and families feel more confident about the changes ahead. Here are some strategies to guide your conversations and make sure clients feel heard, supported and empowered during the transition.
Communicate with compassion
Change can be unsettling, especially when it involves something as personal as care. Some clients and carers may feel anxious about what the Support at Home reforms mean for their current services or future options. A compassionate, person-centred approach can help ease these concerns.
Using the OARS technique — Open questions, Affirmations, Reflective listening, and Summarising — is a simple but powerful way to build trust. Ask open questions to understand how the client is feeling. Affirm their concerns and strengths. Reflect back what you’re hearing to show empathy. And summarise key points to make sure everyone is on the same page.
Avoid complex terms or policy-heavy explanations. Instead, focus on what the change means in practical terms. For example, rather than talking about “program reform,” you might say, “You’ll have access to more support options that suit your daily needs..”
Meeting people where they’re at — with warmth, clarity and patience — truly matters.
Explain reablement and wellness clearly
A key focus of the Support at Home program is helping older Australians regain or maintain their independence — and that starts with how we talk about reablement and wellness.
Rather than focusing on limitations, shift the conversation toward what’s possible. Reframe from “what you can’t do” to “what you can do again”. This subtle change in language can have a big impact on motivation and mindset.
Use outcome-driven examples to show what reablement looks like in real life. For instance, you might say, “We’ll work together to help you get back to gardening — even if it means using a raised bed or different tools.” This makes the concept more relatable and shows clients that support is tailored to their goals.
You can also use tools like the More Good Days Wellness Wheel to spark meaningful conversations about wellbeing. It’s a simple, visual resource that helps clients reflect on different areas of their life — from physical health to purpose and connection — and set goals that matter to them.
By focusing on strengths and outcomes, you can help clients see Support at Home not as a loss of control, but as a way to live more fully on their terms.
Highlight family involvement
Families and carers are often the quiet achievers in aged care — offering daily support, advocacy and emotional care. The Support at Home program recognises their vital role, and so should our conversations with clients.
When explaining the changes, highlight how greater involvement from family can lead to more coordinated and meaningful care. For older Australians, this often means more autonomy — with care tailored to their goals, preferences and routines. For carers, it can mean reduced stress and greater clarity around how to support their loved one in meaningful ways.
Reinforce that shared planning and goal-setting helps ensure the client’s voice stays at the centre. When families and clients work together to identify what matters most — like staying connected to a community group or rebuilding strength after a hospital stay — it can lead to stronger relationships and better care experiences.
Importantly, invite carers to be active partners in care discussions, not just observers. Framing their involvement around the client’s wellbeing — “It helps us understand how to better support Mum in doing what she loves” — reinforces the message that this is a team effort, centred on the person receiving care.
Frame benefits around the client
When discussing the Support at Home program, it’s important to keep the focus on what matters most to clients: living with independence, dignity and choice.
Rather than explaining the reform as a policy change, summarise the key improvements older Australians can expect in their day-to-day care. Keep the language simple and positive, and tailor your message to each client’s circumstances and goals.
Key outcomes to emphasise include:
- Increased independence and dignity: Support at Home is designed to help people do more for themselves, with the right support behind them.
- More flexibility with care services: Clients will be able to access a wider range of supports tailored to their personal goals.
- Shorter wait times: Services will be easier to access, reducing delays and helping people get support when they need it.
- Capped contributions for existing HCP recipients: For those already receiving a Home Care Package, personal contributions will be capped to provide financial certainty during the transition.
By focusing on these positive, client-centred outcomes, you can help clients and families see the program not as a disruption, but as a pathway to more personalised, timely and empowering care.
Address common concerns
Even with clear explanations, clients and families may still have lingering worries. Addressing these concerns proactively — with empathy and honesty — can go a long way in building trust.
Here are some of the most common questions you may hear, along with simple, reassuring responses:
- “Will I have to pay more?”
Only if you’re a self-funded retiree. Pensioners are protected from increased fees under the new program, and many people will see no change to what they currently contribute. - “Will I lose services?”
No. All existing Home Care Package and STRC clients will transition automatically, with continuity of care guaranteed. That means no disruption to the services they rely on. - “Will I still have a say in my care?”
Absolutely. One of the core goals of Support at Home is to empower clients to shape their care plans based on what matters most to them — whether that’s staying active, connected, or independent at home.
You may also want to normalise these concerns by saying, “A lot of people have the same question — I’m glad you asked.” This simple phrase can help people feel more at ease and more confident in voicing what’s on their mind.
Responding with clarity and kindness helps clients and families feel respected and reassured as the reforms roll out. You can also offer printed or digital resources to support these conversations, such as summaries of the Support at Home changes or links to the Australian Government’s recent webinar for older people and their families. These resources help reinforce key messages and give families something to reflect on at their own pace.
Streamline how you support clients through the transition
As the aged care landscape evolves, providers have a critical role to play in helping clients and their families navigate change with confidence. By explaining Support at Home with empathy, practical language and a focus on client goals, you can turn uncertainty into reassurance and reform into opportunity.
MYP’s care management software is built to support providers through reform, offering intuitive tools for care planning and client engagement.
Request a demo today to discover how MYP can help your team deliver more confident, client-centred care during the transition and beyond.
