Australia’s aged care system is evolving, with the Support at Home program introducing a new model of personalised in-home aged care designed to help older Australians remain safe and independent in their own homes.
At the centre of this system is Care Management. A critical service that ensures clients receive the right support, at the right time, from trusted aged care providers.
In this article, we explain what Care Management is, why it’s essential for clients receiving Support at Home, and why provider charges for care management services are both necessary and required under the program.
What Is the Support at Home Program?
The Support at Home program is a major reform of Australia’s aged care system. Introduced in November 2025, it replaced the Home Care Packages program and other home-based services, creating a more streamlined and flexible system for in-home aged care.
The program aims to:
- Help older Australians live independently in their homes for longer
- Provide tailored services based on individual needs
- Improve transparency in funding and service delivery
- Strengthen quality and safety across the aged care sector
Through Support at Home, participants receive funding that can be used for services such as:
- Personal care
- Domestic assistance
- Allied health and nursing
- Transport and social support
- Home modifications and assistive technology
- Care Management
These services are delivered by approved aged care providers, ensuring clients receive professional and regulated support.
What Is Care Management?
Care Management is the professional coordination and oversight of a person’s aged care services.
Under the Support at Home program, every participant must receive care management from their provider. Dedicated staff, often called Care Partners or Care Managers, work directly with clients to plan, organise and monitor their support services.
Care Management typically includes:
- Developing and updating a personalised care plan
- Coordinating support workers and clinical services
- Monitoring health and well-being outcomes
- Reviewing services as needs change
- Advocating for the client within the aged care system
- Ensuring funding is used appropriately
Importantly, care management is not optional. It is a required component of Support at Home services to ensure quality and safety for clients.
Why Care Management Is Essential for Clients
Many older Australians and their families find the aged care system complex. Care Management ensures clients do not have to navigate it alone.
Here are some key reasons why it is so important.
1. Personalised Care Planning
Every individual has unique needs, preferences, and health conditions. Care Managers work closely with clients and their families to develop a tailored support plan that evolves as circumstances change.
This ensures the services being delivered truly support the client’s independence, wellbeing and lifestyle.
2. Coordination of Services
A person receiving in-home aged care may have multiple services in place, from personal care to nursing and allied health.
Care Managers coordinate these services so everything works together smoothly and efficiently.
Without professional coordination, services can become fragmented or difficult to manage.
3. Monitoring and Quality Assurance
Regular contact with a Care Manager ensures that:
- Services remain appropriate
- Any risks or changes in health are identified early
- Adjustments to care can be made quickly
This ongoing oversight plays a crucial role in maintaining quality and safety.
4. Advocacy and Support
Older Australians often rely on their Care Manager to help them understand funding, make decisions, and access additional services when needed.
This support helps clients and families feel confident that they are receiving the right level of care.
Why Providers Charge for Care Management
One of the most common questions families ask is why aged care providers charge for Care Management services.
The simple answer is that Care Management requires qualified professionals dedicating time and expertise to support each client.
Under the Support at Home program:
- A portion of each client’s funding is allocated to Care Management
- Approximately 10% of a participant’s budget is reserved for care management activities such as planning, coordination and reviews.
These fees ensure providers can employ experienced staff who:
- Coordinate services
- Conduct regular client reviews
- Maintain compliance with aged care regulations
- Respond to client needs and changes in health
Without Care Management, clients would have to organise and monitor their own services. Something that can be extremely challenging for older people or their families.
In other words, Care Management protects both the client’s wellbeing and the integrity of the aged care system.
Care Management at KompleteCare
At KompleteCare, Care Management is more than a requirement. It is the foundation of high-quality in-home aged care.
KompleteCare provides personalised aged care and disability support services across Adelaide and Perth, helping clients live safely and independently at home.
When clients join KompleteCare, they are assigned a dedicated Client Services Management team who oversee their entire care journey.
This team:
- Coordinates services and support workers
- Manages funding and budgets
- Reviews care plans regularly
- Acts as the client’s main point of contact
- Ensures services align with individual goals and needs
Rather than dealing with a call centre, clients have a dedicated team that understands their personal story and care requirements, creating a more responsive and supportive experience.
KompleteCare’s skilled professionals work closely with clients and families to ensure that every service delivered supports independence, dignity and quality of life.
You can learn more about KompleteCare’s approach to personalised support by visiting:
Choosing the Right Aged Care Provider
When selecting an aged care provider, it’s important to look beyond the services offered and consider how well the provider manages and coordinates care.
Strong Care Management means:
- Clear communication
- Responsive support
- Transparent budgeting
- Personalised care planning
Providers like KompleteCare prioritise these elements, ensuring clients receive the best possible outcomes from their Support at Home funding.
The Support at Home program represents a significant step forward in Australia’s aged care system, focusing on helping older Australians remain independent and supported in their own homes.
At the heart of this system is Care Management. A vital service that ensures care is coordinated, safe and tailored to each person’s needs.
For clients and families, working with experienced aged care providers such as KompleteCare provides reassurance that their care is managed professionally, compassionately and with a genuine commitment to quality.
With skilled Client Service Managers guiding the process, older Australians can access the support they need to live confidently and comfortably at home.