Surviving S@H - The Expert Advice

Analysis

29 May

Support at Home is a serious shake-up and it’s real messy atm. As we all know it changes how care is funded, how services are delivered, and who’s accountable.

We have our fingers crossed there may be some relief in the transitional rules but if you are hoping for another delay of the whole S@H shebang - that’s unlikely with Parliament not meeting again until July. While DHDA (yes a new acronym - stands for Department of Health, Disability and Ageing) is keeping quiet atm, providers just can’t afford to wait and see.

At our May Invox Essential Briefing, we put the question to the experts: what do we need to do to succeed in Support at Home - now? Here’s what they told us.

Legal & Compliance: Not a Friday Afternoon Task Anymore

Service agreements - must be in place for all clients by 1 July. A full re-signing isn’t essential. The legal eagles at Russell Kennedy tell us variation letters with updated pricing and care plans are acceptable as an interim measure.
“Associated providers” (subcontractors, third-party workers, allied health, casuals) now fall under your legal umbrella. If they provide care under your name, they’re your responsibility - screening, contracts, and conduct included.
Onboarding and screening requirements (e.g. police checks, Code of Conduct alignment) apply to all staff, including associated providers.
Update contracts to be clear, enforceable, and legally aligned. No more napkin notes or handshake deals.

Financial Readiness & Participant Contributions

Quarterly funding cycles are replacing the monthly cycle. Expect delays, especially for new clients.
Mandatory client contributions are here. Unless there’s a formal hardship application, don’t waive the fee.
Update and publish your common price every two months - yes, every two. Hold a separate price list for what you intend to charge looking forward and explain the difference to your participants.
Set up debt collection processes and policies for managing client contributions, including offering direct debit arrangements to keep things smooth.
Forecast conservatively, and prepare your team for the new payment rhythm.

Transition Planning & Practical Implementation

Start using draft templates and flexible strategies. Begin with pricing updates and care plan reviews.
Futureproof your systems. For example, verbal consent is still okay, but written consent could become mandatory.
Communicate with clients - early and often. Don’t let Facebook, fear, or your neighbour’s cousin in Canberra be their main source of updates.
Implement staff training programs with a priority on the new complaints, whistleblower, and incident management systems.

Digital Systems & Registration

Register all associated providers in the GPMS (Aged Care Provider Management System). This isn’t optional.
Upgrade your systems. If you’re still using Excel for invoicing, it’s time for an upgrade.
Allied health workers can continue under your registration, or go solo (optional).
Sole traders can apply to become registered providers, though widespread uptake likely won’t happen until the multi-provider model arrives - potentially 2027.
Set up claims systems - you will need to validate and submit according to the new requirements. Aim for a 60 day turnaround to keep cashflows healthy.
The 10% care management cap - monitor your compliance, the regulators will be watching.

Strategic Advice: Progress, Not Perfection

Document your progress. Show you’re trying.
Use a continuous improvement plan to track education, system updates, and decisions.
Engage with the experts or networks you trust. Templates, FAQs, and support are available. Use them.

Final Word: This Is Big. But So Are You.

Providers who engage early, communicate clearly, and plan realistically are the ones who will not just survive, but thrive.

Yes, some rules are still in draft. And yes, your system might crash a few times. But with a proactive mindset and a halfway decent sense of humour, we can rise to meet this moment.

So here’s to paperwork, planning, and doing the best you can with the tools you’ve got.
We reckon you’ve got this.

Featured

Roland Naufal

Roland has built (and at times threatened) his career by being outspoken about things that matter. He has over three decades of experience – from aged care CEO and Age Friendly Cities expert to the founder of DSC, Australia’s best known NDIS educators. This led him to ask the question: if radical honesty worked for Australia’s disability sector, then why not aged care, too? And here we are, folks.

Paul Sadler

Few people have as much experience in the aged care sector as Paul. 35 years, to be exact. He’s been a national and state CEO of aged care industry associations, CEO of a major aged care provider, and influencer of ageing policy, disability and community care programs for both national and state governments. He actually enjoys staying on top of the detail and is always ready to share his wisdom and insights (which comes in kind of handy).