Getting Started FAQs

Home Care Packages are government-funded. Through Home Care Packages, the government provides a subsidy to cover the costs of care, services and care management that help you live well at home.
There are four levels of Home Care Packages. So, whether you need a little support or a lot, a Home Care Package will help you cover the costs of the things that can assist you to live safely at home.

To receive a Home Care Package, you’ll need an assessment to see if you’re eligible.

If you haven’t been assessed for a Home Care Package yet, you (or your nominated representative) need to call My Aged Care on 1800 200 422.

Baptcare can help you with this process. Our friendly staff have assisted thousands of people like you on their Home Care journey. We can set up a 3-way call with My Aged Care, guide you through the process and help take the stress out of getting the help you need to live your best possible life at home. Just call us on 13 22 78 to get started.

When you call My Aged Care on 1800 200 422, a member of their team will ask you a range of questions. This will help them understand your needs and care arrangements, and inform the next steps in the process.

The My Aged Care team may then:

• arrange a face-to-face assessment of your needs, which takes place in your own home by a trained assessor
• refer you for aged care services, taking into consideration any particular service providers that you prefer
• provide you with further details and information about aged care services that may assist you.

You will need to give My Aged Care your permission to create a personalised client record. This should contain up-to-date information on your needs, assessment results and any services you receive.

You may like to nominate family and friends as your representatives. If you do, they’ll also be able to view your client record on the My Aged Care system. This is a good idea if you’d like them to represent you to discuss your care needs. You can also notify the My Aged Care team that any correspondence relating to your Home Care Package should be sent to your representative.

We’re happy to answer any questions you may have about My Aged Care. Simply get in touch with us on 13 22 78 and we’ll help guide you through the process.

Your eligibility for a Home Care Package is initially determined through a face-to-face assessment. You must also be:

• an older person who requires services to help them stay at home
• a younger person with a disability, dementia or other care needs not met through other specialist services.

Your eligibility is not determined by your financial situation, but all applicants for Home Care Packages will need a financial assessment. Your financial assessment helps My Aged Care work out how much you may need to contribute to cover the cost of your Home Care Services.

To find out if you’re eligible for a Home Care Package, you’ll need to contact My Aged Care to arrange for a free assessment.

If the outcome of your call with My Aged Care indicates that you may need a Home Care Package, you’ll be referred for a face-to-face assessment. This assessment will help identify the suitable level of Home Care Package to meet your needs.

In Victoria, a professional from the Aged Care Assessment Service (ACAS) will visit you at home. In other states, you’ll receive a visit from someone on the Aged Care Assessment Team (ACAT).

The  ACAS or ACAT member will contact you to organise a visit to your home. They’ll explain how the assessment process works, and together you’ll discuss how well you’re managing your everyday activities.

The ACAS or ACAT member may request your permission to contact your doctor about your medical history before they meet with you. If you provide consent for this to happen, all information provided will be recorded and treated confidentially.

The assessment is an opportunity for the ACAS or ACAT member to better understand your Home Care needs. You should be as open and detailed as possible about your current situation and the support you need to live at home.

The main objectives of the assessment is to:

• assess and approve your eligibility for Home Care or other services
• advise you about how you can access services provided in your area
• help you arrange residential respite care (if required).

You do not need to make any final decisions during this assessment, and you’re welcome to have a friend, family member or carer with you at the assessment.

It can take anywhere between one and six months for your Home Care Package to be approved.

This is because there are many factors that are taken into consideration when approving Home Care Packages, such as where you live, the Aged Care Assessment Service in your local area and priority needs.

You will receive a letter once your assessment for a Home Care Package has been completed. You can view an example of this approval letter here.

After your face-to-face assessment, the ACAS/ACAT member will assess your eligibility for a Home Care Package, and determine the level that meets your needs.

If you’re eligible, you will:

• receive your approval letter from My Aged Care, that will outline the level of Home Care Package that you have been approved for and your priority level
• be placed in the national priority system, which is determined by the date you were approved for your Home Care Package and the priority level you are assigned.

The Baptcare website shows all the letters you’ll receive from My Aged Care. To see examples and check which letter you’ve received, go to our My Aged Care letters page.

You may not be eligible to receive a Home Care Package. If this happens, you’ll receive a letter explaining why and what next steps you can take. You may be eligible for other care services (e.g. CHSP or STRC) and, if so, this information will be included with your letter, as well details about who you can contact.

If your care needs change, you may request a new ACAS/ACAT assessment by contacting My Aged Care. You may do this at any time.

Commonwealth Home Support Programme (CHSP) is an entry-level Government subsidised in home care or centre-based service. The Programme is offered to older people that need low level assistance to continue living independently in their own homes.

For people who need more assistance, the next step is a Home Care Package (sometimes known as a HCP) which is allocated funding to use in your home. This money is used by providers like Baptcare to deliver services in your home. Unlike a CHSP, you can also receive case management with a Home Care Package.

Your Home Care Package funds can be used to purchase care, services and support that meet your assessed care needs.

You can talk to Baptcare about all your care and service needs. We’ll develop a care plan to work out what services you’ll need now, and what you might need in the future. The below is a list with examples of some of the supports and services that are available to you.

Staying Independent

• Help with shopping
• Meal preparation
• Escorted transport (assistance to get to your appointments or events)
• Help with dressing, showering and toileting
• Help to move around your home
• Advice and assistance to make your home safer and easier to live in
• Equipment, technological devices or other products to help you with daily tasks, mobility, personal hygiene or staying safe

Help around your home

• Cleaning
• Laundry

Staying connected

• Escorted transport (for example, to get to appointments)
• Maintaining social engagements
• Diversional therapy
• Social support groups
• In-home respite (day visits from qualified carers)
• In-home respite (overnight stays from qualified carers

Health and Wellness

• Medication prompts and wellbeing checks
• Support through illness or recovery
• Nursing care (in the home)
• Allied health services, including occupational therapy, physiotherapy and podiatry (in the home)

Carer and Family support

• Medication prompts and wellbeing checks
• Support through illness or recovery
• Nursing care (in the home)
• In-home respite (day visits from qualified carers)
• In-home respite (overnight stays from qualified carers)

There are restrictions on what you can use Home Care Package funds for.

For example, Home Care Package funds can’t be used as a general source of income. This means you can’t allocate the funds towards expenses such as rental or mortgage repayments, day-to-day bills or food.

Other items you can’t put the funds towards include: memberships to clubs and groups, entertainment and leisure activities, travel and accommodation.

You also cannot put the funds towards other types of Australian government funded (or jointly funded) care services.

Whether you have a Home Care Package or will be self-funding your Home Care Services, you’re free to choose any service provider.

Please explore these resources to help you understand what to look for in a service provider, and why Baptcare is an outstanding option.

Download our 'How to choose a Home Care Service Provider' checklist from our 'Choosing your provider' page.