What clients need to know about service agreements on Mable

Once you have connected with a support worker on Mable, and mutually agreed upon the rates, services and schedule, the next step is to accept the service agreement that the support worker sends you. But what is a service agreement and what all should it include?

What is a service agreement on Mable?

An agreement is a document that outlines the terms relating to the support services, the rates of that service and the schedule of the support agreed upon mutually by you and your support worker.

Your support worker will send you the agreement for you to review and accept. When they do so, you will receive a notification. To view the agreement and accept (or reject if you disagree with any of the terms in the agreement), login to your Mable account, go to your inbox and open the conversation with the support worker who has sent you the agreement.

It’s very important you message within the platform for your safety, and to ensure insurance coverage is provided.

The agreement must be accepted before the support worker can begin working. If an agreement has not been sent and accepted, the support worker is not covered by insurance for any work that they do.

What should a service agreement include?

An agreement should include:
  • Where the support services will occur
  • When the services will occur (time, days)
  • What types of support you will be receiving
  • The agreed hourly or flat rates for the support services, including rates for public holidays
  • What kind of activities the support worker will be helping you complete
  • Terms pertaining to minimum hours per support session, cancellation policy, policy on finishing early or late, etc.
  • Terms on when the agreement may be changed, updated or terminated and what happens in each case
  • Terms related to feedback and complaints and how they should be handled.

Note: If you’re receiving aged care services and need to cancel a session within 48 hours, your Support Worker may be entitled to charge the full amount for the booking. To avoid surprises, we recommend you make sure the cancellation terms are clearly agreed and documented in your service agreement.

What happens after I’ve accepted the service agreement?

Once you have made an agreement through the Mable platform, your support worker is immediately covered by a high-level suite of insurance policies for any support hours worked under the agreement. By agreeing to our terms and conditions as a user of Mable, you and your support worker will be covered by these policies. Please note that clients or support workers aren’t covered for work arranged or invoiced outside the Mable platform.

Keeping track of your support and payments

We let you keep track of every completed support session. On your Mable account, you can review all your received services by selecting ‘Support Hours’ on the left menu.

Here you can see the hours worked and specific support notes outlining these services. Your support worker will create these support notes and other details, and all you have to do is review and approve it within 24 hours for the timesheet to be invoiced and the support worker to receive payment.

How your support worker gets paid following a support session

After accepting the agreement, your support worker will start the support sessions. After the first support session, the support worker will submit a timesheet for your approval via the Mable platform. From here onwards, you need to follow a series of steps to view and approve your support worker’s hours, so that their payment can be processed.

FAQs

Every session booked and invoiced through Mable comes with insurance for support workers.

In order for this insurance cover to apply, you need to ensure:

  • You approve the agreement
  • Your support worker has logged their support following the support session
  • You have approved your support worker’s support notes hours.

As long as you follow the above processes, all sessions invoiced through Mable are automatically covered by insurance.

You will not be able to accept an agreement until you have completed your profile on Mable, including emergency contact information and payment details. This is to protect both clients and support workers.

How Trish’s team of support workers enable her to remain independent

Mable is all about empowering clients to make their own choices and decisions around their care. For older Australians who are continuing to live independently at home, support needs may change from time to time, and flexibility is important. Self-managing your own Home Care Package gives you control to change the services you receive, who provides them and when.

Meet 72-year-old Trish, who has a team of independent support workers that she connected with on Mable to not just attend to her daily requirements but also provide companionship. She is on a Level 4 Home Care Package and accesses support for her day-to-day life including personal care, dressing, meals and household tasks.

Trish also arranges to receive social support as part of her Home Care Package. “I also need someone who’ll do the creative, fun side with me so I can have a bit of fun.” That could be jigsaw puzzles, mosaics, watching comedies on TV or just having a good old chat.

Having used traditional providers in the past, Trish says she used to struggle with having “different people all the time” come to provide support. With Mable, she has a number of support workers with whom she’s grown to build a great bond. Julia, who was Trish’s first support worker through Mable, has now been with her for three years. She does Trish’s shopping, helps with maintaining the garden and the two ladies have lunch together. Julia also does the laundry and Trish’s daughter was most impressed with the “beautiful” way she folds the clothes!

“The nice thing with Mable,” Trish explains, “which is not possible with other providers, is if the support worker wants to go away, as Julia did recently, for instance, I can arrange someone else that I’m familiar with to take her shifts.”

Trish with her support worker Julia.

Trish’s team all know where everything is in her house such as the vacuum and the fridge, and they know how to operate her laundry machines. She says having to explain herself all the time can be frustrating but with Mable, it’s not an issue at all.

“I’d recommend Mable 100 percent,” Trish smiles. “My experiences with them have been far and beyond what the other providers were providing. Having a support worker, someone you’ve chosen yourself – that you like – is really important.”

Trish has built a team of support workers that enable her to enjoy the types of support she chooses. Having a team means she always has backup if a support worker needs to cancel or if they’re sick or on holidays.

Moments with Mable: meet Doug and Pam

We’re proud to bring you the next in our series of Moments with Mable, where we showcase just some of the many thousand connections that are made on the Mable platform every day.

It was the Family History Society in Brisbane that originally brought Pam and Doug together. They connected over an interest in history, working together to compile Doug’s family archives to create a history book about the Battle of the SMS Emden.

For Pam, what started as a hobby turned into a job opportunity as Doug invited her to join the Mable platform as an independent support worker and continue working with him on the project.

Pam is one of a team of independent support workers who now support Doug via Mable. In Doug’s words, their unique connection is a perfect example of how Mable enables him to “Choose who comes into your life, what you do and how you do it.”

Five ways to help you maintain independence as you age

If you ask older Australians what they aspire for as they age, chances are, ‘remaining independent’ will be among the top goals. Many Australians aim to age ‘in place’, in the comfort and familiarity of their own home.

Here are five ways you can take steps now to remain independent for longer.

Have support at hand

The Guardian took a look at ways in which housing design can encourage independent living. They interviewed a number of housing professionals who identified onsite care as a key aspect to creating homes that support independence. While most people do not have high care needs, help at hand creates an important ‘safety net’ for people as they age. When looking specifically at creating housing for people with dementia, building experts advocated for the removal of specific ‘dementia wings’ as;

“The stimulation of being part of a more diverse community and the support networks that emerge are far better for their wellbeing.”

Even if you’re not living in a retirement village, Mable allows you to access support you need from within your existing community. By engaging with local independent support workers, you’re tapping into a network of help just around the corner.

Stay connected to people and purpose

Supported by National Geographic, author Dan Buettner has spent a decade identifying the seven ‘blue zones’ – hot spots of longevity around the world. His research uncovered that, amongst other things, close social and familial bonds, a sense of purpose and a propensity to continue working longer were key factors in living longer and healthier lives.

For many Mable clients, engaging the support of an independent support worker is about helping them to remain connected to their community. Whether it’s simply about being able to visit their favourite barista a couple of times a week or attending a regular class or social event, there are lots of small ways to maintain important social connections. Having a social commitment, hobby or something to drive you can also go a long way to maintaining personal identity and mental health. 

Stay active

Exercise has so many benefits for all ages and in the case of people as they age, they could include greater flexibility, prevention of falls, better bone density, keeping illness at bay through stronger immunity, reducing the risk of dementia and maintaining independence.

Exercise doesn’t need to be all-or-nothing. There are many small ways to improve your wellbeing one step at a time.

These include:

  • Working movement into your everyday life. This can be as small as stretching or larger walking around the block
  • Getting outside as much as possible
  • Incidental exercise (like walking around the house)
  • Engaging in activities.

Get (virtually) connected

Staying connected is not just about remaining part of a community. It’s also about adapting to technology that’s available to help you manage your affairs.

Learning new skills in technology not only helps to exercise your brain, it’s equipping you with the tools that you can use to connect with others and independently manage life admin for longer.

Be proactive about health concerns

As we age, it can be easy to accept health complaints as a normal part of ageing. Taking early action about a health complaint, or even just regular health screenings can help you address your health in older age.

As reported by Aged Care Guide, a study by Flinders University found that a full health screening at around age 40 revealed, on average, five unidentified health problems – even in healthy individuals. The good news was that many of these were reversible and simple changes in lifestyle led to health improvements amongst the participants within six months.

Five ways Mable could help you before you need aged care

As we age, we want the ability to do so independently – and conversations about aged care become more about the support we need to maintain our lifestyle and manage our health. But even when we’re living comfortably without any support, a little help from Mable can life easier in some surprising ways.

Here at Mable, we love looking at ways that people can live independently for longer; whether it’s making your house a smart home, or taking steps to adapt your lifestyle to support independent living. It may be too early for you to start thinking about applying for a Home Care Package. But while you may not need assistance with the tasks of daily living like cooking, showering or mobility, that doesn’t mean that you can’t find support to make life a little easier via Mable.

Mable is an online platform that enables you to find and engage independent support workers from within your local community. There might be people from your community who are providing social support and domestic assistance, as well as more traditional types of support such as personal care and nursing.

Increasingly, we are seeing Mable clients use the platform to find these people to provide services that are not typically associated with aged care.

Seeking help around the home?

As we get a little older (and for some of us, at any age) there are certain things around the house that we’d like a little help with. Recently we’ve seen an increase in clients using the platform to find a handyman to do those jobs that they’d rather not. Whether it’s hanging a painting in a tricky spot, helping out with odd jobs and repairs or clearing out the gutters, chances are, there’s someone in the Mable community who can help you out.

Helping out with your pets

As we’ve explored, pets can bring a host of health, social and economic benefits. But as we get older, or even just busier, the time required to take care of pets can be hard to manage. Whether it’s finding someone to look after them when you can’t be there, or transporting them to the vets when you’re not able, on Mable you can find independent support workers to assist you with taking care of your pets. On the Mable, support workers will indicate on their profiles whether they are ‘pet friendly’, so you can be sure to approach the right workers for assistance.

Staying active

The older we get, the desire (if not the ability) to maintain a fitness regime can wane. Despite this, we know that there are lots of small ways that we can work towards maintaining our optimum health as we age. This is where a support worker can help. Mable’s community of independent support workers include people whose passion is fitness and nutrition. And if you’re not up for adopting an exercise regime, there are those that are looking to share their love of recreation sports like surfing or hiking with clients who are willing to give it a try.

Help with a passion project

One of the great things about Mable is the flexibility. As you’re in charge, you can select different independent support workers to provide different services at the times that suit you. One Mable client recently reported that she’d used the platform to engage one support worker to translate a poem from Italian, another to help her to organise her stamp collection, and someone else to accompany her on a week’s holiday.

One of our recent requests of the week was a client looking for a support worker to accompany her to a leather-working class while Mable client Doug engaged his independent support worker to help him work on a history project. If you have a project, hobby or new pursuit you would like help with, chances are you can find someone on Mable who’ll share that interest, too.

Keeping things in order

Independent support workers on Mable providing social and domestic assistance understand that sometimes support might simply be about keeping things tidy. Tired of worrying about the housework, or need some help restoring your garden to its former glory? Maybe you’d just like to engage someone to mow the lawn? That’s the kind of help you can find amongst our community.

Have an idea of something you’d like some help with? Post a job on the Mable platform to see who can assist.

How to find support for your ageing parent

Every child goes through the difficult and often stressful process of finding support for ageing parents. Those needing aged care can also add to the strain, as many elderly people want nothing more than to remain living in their own homes. If you’re searching for a support solution for your parent or family member, there are a few things you should consider.

Consider your parent’s finances

Before you start looking into aged care options, you should consider what funds you can use to pay for the services, and whether your parents are eligible for any Government funding.

Complete an aged care assessment

My Aged Care is a government-run service that lets those requiring aged care access government-funded services such as in-home care, short-term support, and residential aged care.

It can be useful to sign up to My Aged Care if you have little experience or knowledge in setting up aged care support for someone.

To find out whether your parent is eligible for My Aged Care services, they’ll need to complete a face-to-face assessment. If eligible, My Aged Care will then suggest one or more aged care options, including:

  • Help at home (through the Commonwealth Home Support Programme)
  • Complex care at home (through a Home Care Package)
  • Residential aged care.

Take a look at My Aged Care for more information about government-funded support.

If you aren’t happy with your parent’s assessment, you can always contact the Older Persons Advocacy Network (OPAN).

Remember, nursing homes are not the only option

There’s a good chance your parent will want to remain living independently in the comfort of their own home – even if they need a helping hand. This is where platforms like Mable can help out.

More and more Australians are turning to consumer-directed care options like those offered on Mable. Platforms such as these offer safe, secure support in the homes of those who require aged care.

Mable was established to provide those seeking aged care a flexible option that offers independence for both parties. Support workers on Mable set up their own account and attract workers in their own time by personalising their profile and messaging clients.

The best part is, our platform ensures each worker’s payment rates are transparent to clients. These rates can also be negotiated.

Your parent can also use their Home Care Package or Commonwealth Home Support Programme funding to pay support workers on Mable, or, they can pay privately. They can pay workers in this way whether they self-manage their funds or have a coordinator managing their funds.

It’s also important to note that the most expensive aged care option is usually residential care. Residential care can include basic daily fees, accommodation payments, fees for additional services and a care fee. You can find out more about residential care costs here.

Think about how you can help

It’s important to stick close to your ageing parents as they start this chapter of their lives. If your parent moves into residential care, you may be able to visit them daily and help out your parent by partially paying for their care.

If your parent chooses to receive in-home care through a service like Mable, you have the option to review, schedule and control the supports your loved one receives.

You can even set up and maintain an account on Mable on behalf of your parent. To do this, just select “No” when we ask whether you are the person receiving the support.

Consider what your parent wants

Dorothy Kamaker from Patient Advocates, understands the importance of ensuring the desires and needs of a person requiring support are prioritised.

“70 percent of Australians say they wish to have control of where and how they spend their later years but only 14 percent achieve their wishes. Good health and care outcomes are built upon collaborative health management. However, many elderly people lack the communication skills and confidence to promote their own best interests.”

Don’t forget to take care of yourself

While you’re helping your loved one find the support they need, it can be easy to forget about your own health. It’s good to remind yourself that you need to care for yourself before providing care for your mum or dad.

Although the conversation can be daunting, there’s never a wrong time to talk about aged care. Find tips on how to start a conversation about aged care with your parent.

Do you make these mistakes when you think about aged care?

If you’re that person who will do anything to avoid or delay thinking about aged care, even when you know there’s a pressing need, then take heart: you’re not alone. Aged care gets a bad press – and rightly so in many cases, as the recent Royal Commission into Quality and Safety in Aged Care has shown. But aged care hesitancy is more complicated than fear of substandard services and abuse.  

Our fear of aged care is deeply connected with our fear and rejection of ageing generally. From childhood we are told that old is bad, sad and lonely and we will go to great lengths to hide or deny the most natural of processes – the passing of time. As a result, we often avoid acknowledging age-related problems or even having practical conversations and, ironically, we put ourselves at greater risk in the long term.  

If we want to be on the front foot about ageing well and – ideally, for most people – avoiding entry to residential care, we need to change some of our thinking, get smart and stop making these mistakes.

Mistake 1: Thinking ‘aged care’ = nursing homes

It’s hardly surprising that the phrase, ‘aged care’, conjures up visions of very frail, very old people confined to beds or chairs in short-staffed homes with bad food.  Media reporting on Australia’s recent Royal Commission into aged care overwhelmingly focused on residential aged care, even though the big majority of people using aged care services are living at home. In any given year, the number of people aged over 65 who go into a residential aged care home is about 7% – and that number is reducing.

Mistake 2: Putting off the decision to get support

People often make the mistake of ‘holding out’ for as long as possible from getting the support they need because they worry that aged care is a ‘slippery slope’. They think that, once they have ‘given in’ to the system, they will gradually lose control over the lives they have always lived and there is no turning back. Unfortunately, persistently ignoring the need for a bit of assistance can lead to more serious problems and the need for a lot more assistance. As in so many aspects of life, a stitch in time saves nine.   

Mistake 3: Not taking control of your support needs

It’s understandable. Most of us don’t know much about the aged care system and what we do know comes largely from scary media reports or our own experience with a family member. We are wary and tentative (sometimes terrified) about loss of independence and diminished control over our lives. While we can’t always control the health or other challenges we might face, we do have the right to choice and control over the services and supports we receive to meet our needs. Remember, the system is here to support us to age well: to provide assistance if and when we need it, in the way we need it, and for however long we need it; including being able to dip in and out as our needs change. And unless there is a health or medical reason otherwise, we always remain in control.   

Mistake 4: Not knowing your options

You’ve no doubt heard that great adage: you don’t know what you don’t know. When it comes to aged care, there’s a lot to know and most of us have only the most superficial understanding of what’s on offer and how it works – until we need to. You’ve probably heard lots of horror stories about how complicated it is and how powerless people can feel, especially if it is an urgent encounter with the system. So the other important adage to highlight here is: knowledge is power. Do yourself a favour and invest some time in understanding the options and processes. Visit the government’s MyAgedCare website (it’s being improved all the time) or read our brief but helpful article about how home care works.  

Mistake 5: Just letting the system choose

When it comes to homecare, you have some options to consider and it pays (often literally) to think about them. Firstly, anyone eligible for a home care package, has to choose a ‘package provider’. That’s an organisation approved by the government to ‘hold’ or ‘host’ the funding. The next choice is the important one. Depending on your needs and circumstances, you can choose how much or how little involvement you have in how the package is managed and who provides the different services you need.

If you prefer minimum involvement and you’re pretty flexible and accommodating about your needs, you might choose to have all your services delivered and managed by your package provider with just a little guidance from you. But you can also play a bigger part in the management of the Home Care Package, including fully managing it yourself: choosing your own service providers (support workers) and managing your own funding, within the guidelines. That’s called ‘self-management’. It’s not for everyone but it can make a big difference to a lot of people as they navigate new life challenges. The bottom line is, know your choices – don’t just let the system choose for you.

Choosing self-management

For people who want to try self-management – even a little – Mable helps you connect with independent care and support workers in your community and choose the people who share your interests and suit your needs best.

Helping your ageing parents to plan for the future

If you feel your parents are at a point in their life where they need a bit more support in their day to day lives, but that they value their independence and want to remain living at home, you can work together to help build them a safe, secure home and future.

Ensure in-home safety

According to the Australian Institute of Health and Welfare, seven in 10 older Australians are homeowners. If they’re finding it difficult to navigate their home and use their appliances and furniture, you should let them know that they can find help.

Ensuring your loved ones’ safety is as simple as doing a quick check of their home. Spend some time looking in each room and assessing the potential hazards that may affect your parents. Take notice of trip hazards like floor rugs, furniture or boxes and find where more lighting is needed. Home modifications can be expensive, but by arranging furniture to minimise risk, you’re taking the first step to help your parents live comfortably and safely.

Organise travel and transport

Travel is often something we take for granted, and we don’t recognise how handy it is to have a transport option until it is taken away from us. If your loved ones are finding it hard to drive and travel independently, you can help them discover an alternative. Take some time to discuss important aspects of your parents’ mobility:

  • Ask them if they feel safe and confident while driving.
  • Work with them to create a schedule of their weekly errands which require them to travel.
  • Discuss alternatives such as public transport, carpooling with trusted neighbours or engaging with a trusted Independent Support Worker from Mable, through which you can receive many other support services.
  • Remind them that you want them to live independently and that you’re here to help.

Open up the conversation

Having a conversation about your parents’ changing mobility can be tough, but it will likely always result in a clearer outlook for your parents. Their needs should always come first, so when you’re looking around their home for hazards or sitting down to chat about transport, ask for their thoughts, opinions and ideas. Encourage them to tell you about their experiences and start a discussion about how they’d like to improve their lifestyle.

Don’t be too concerned if your loved one is uncomfortable talking about the future. With the right words, you have the ability to spark a healthy discussion about old age and finding the most suitable support option. If your loved one is reluctant to have this discussion, or you want to find the best words to communicate your concerns, you can use one of these conversation starters.

Plan ahead

If your parents are expressing interest in finding care and support or you think they might benefit from an extra hand with things such as shopping and transportation, take a look around for support options and spend time with them so they can make the right decision. Mable gives the control back to your loved ones and empowers them to build and manage a support system that suits their individual needs.

If you think your parents could benefit from having a local, independent support worker help out in the house and garden, Mable might just be the right option for them and you. Find an independent support worker and start building your support team today.

How to encourage your parents to accept aged care support

Convincing your parents or loved ones they might need support with daily living tasks can be challenging, but it shouldn’t need to be. With the right approach, it can be an opportunity to talk to your parents about how to maintain their independence for longer.

Five things to consider when discussing support with your ageing parents

1. Seek a second opinion

For many ageing parents, role reversal can be difficult to accept as adult children take on caregiver responsibilities. Finding support for your parents can initially involve a visit from a member of the Aged Care Assessment Team (ACAT). This removes personal biases and can get the ball rolling on a government funding application.

2. Allow your parents to take control

Invite your parents to take control by asking them to browse the profiles of independent support workers in their local neighbourhood. They can select support workers themselves, start a conversation and together, decide what services will be provided and when, and what hourly rate will be charged. This can all be done in the comfort of their home.

3. Start small and start early

Most people don’t consider aged care until there’s a crisis, such as a fall or failing health.

Introduce the idea of proactively getting support in small increments, such as engaging someone to help with housework, then assistance with shopping or gardening. Once your parent has someone familiar in their home providing regular support, increasing the hours will be easier.

4. Consider positioning

You may be interested in an article about five things that can help people maintain independence for longer. Frame the discussion with your parents so engaging an independent support worker becomes about enabling your parents to continue living independently.

5. Accept your limitations

Another important article explores the importance of dignity of risk and an individual’s right to make decisions about their life. As much as we may know our parents need support, it can’t be forced on them.

Start the conversation

‘It’s important you follow a lifestyle of your choosing’

Most older Australians want nothing more than to live independently at home for as long as possible. Remind them they can still live a lifestyle of their choosing while receiving necessary support.

‘Do you think you’d benefit from an extra hand around the house and garden?’

A good time to ask this question is while you’re observing any difficulties they’re having.

‘We can work together to find you the right support’

Remind your loved one they’re not alone in connecting with support and that they can be in charge, that you’re here to help and you can completely organise their supports if they’d prefer.

‘Your funding gives you access to so many support options – let’s discuss which would suit you’

If your loved one receives financial support through a Home Care Package or the Commonwealth Home Support Programme, let them know their funding can be used in many ways. Support options can be tailored to them.

Find out more about how Mable works.

How to access aged care funding in Australia

Through aged care funding, you may be able to get access to services and support that are subsidised by the Australian Government. These services and support could include help with transport, housework, personal care as well as specialised long-term/short-term accommodation, such as nursing homes.

Find out more about aged care and whether you need it.

The first step to accessing funding is to meet the eligibility criteria. The government funds both home care and residential aged care (or nursing homes). Once you are eligible for either, the funding is paid to the ‘approved provider’ you choose, and you can start accessing the services set out during your assessment.

In both cases — home care and residential aged care — the individual may need to pay a contribution too.

Find out more about Support At Home fees and charges.

Do you need aged care support?

If you’re over the age of 65, or an Indigenous Australian over the age of 50, and you’re not managing things as well as you used to, aged care support services could make a big difference to your life by helping you stay healthy and mobile, keep your home liveable (i.e. modifications to your home to help you live independently), remain active and stay connected to your community, or get personal care if you’re recovering from illness or a fall.

Home-based aged care programs in Australia

Funding for home-based aged care in Australia falls into two government-subsidised aged care programs, each catering for a different level of support. These are called the Commonwealth Home Support Program (CHSP) which provides lower-level supports, and the Support At Home program which provides support for higher needs. Learn more about each of the home-based support programs below.

Commonwealth Home Support Programme (CHSP)

CHSP provides support for people needing just a few basic services to help them live independently in their own home. It doesn’t suit people with more complex support needs.

Under the CHSP, you can access help for services such as meal preparation, transport, nursing care, etc. Find out more about the support you can get through CHSP.

To be eligible for the CHSP, you need to be aged 65 years and over, or 50 years and over if you’re an Indigenous Australian. However, if you’re on a low income, homeless or at risk of being homeless, that age requirement is reduced to 50 years, or 45 years if you identify as an Indigenous Australian. You will also need to undergo an assessment to determine eligibility and the level of support you need. You can apply online or by calling 1800 200 422.

Once you have met the eligibility requirements, you need to find a service provider, an organisation that delivers care and services to you at a subsidised price. CHSP will continue to operate until it transitions to the Support at Home program, no earlier than 1 July 2027.

Support at Home

The Support at Home program is designed for older Australians who need support to live independently at home. Starting from 1 November 2025, it replaces the Home Care Packages (HCP) Program and Short-Term Restorative Care (STRC) Programme. To access Support at Home, the first step is to undergo an aged care assessment using the new Single Assessment System with the Integrated Assessment Tool (IAT). If the assessment finds that your support needs meet the eligibility for the program, you will be eligible.

The eligibility requirements for Support at Home are that you are aged 65 years or older (50 years or older if you identify as Aboriginal or Torres Strait Islander), living at home and need help to maintain your independence and continue doing the things you enjoy.

Once you have been approved for Support at Home at the appropriate classification level, you will be allocated funding through the Support at Home Priority System. This system assigns a priority rating (urgent, high, medium, or standard) based on your needs, with higher priority levels receiving funding more quickly. The government aims to reduce average waiting times to around 3 months. If there’s high demand, recipients may receive an interim allocation (up to 60%) of their Support at Home budget while waiting for full funding.

Your assessment will result in a Notice of Decision with an individual support plan that outlines your classification, quarterly budget, and approved services. You can then choose a Support at Home provider to work with. While waiting for your funding to be allocated, you can start searching for a provider and decide how you want to manage your funding, including whether you want to self-manage your Support at Home.

Once your funding is available, you can contact your provider to start the sign-on process. You’ll work with them to implement your care plan and decide how to use your budget. Your provider will coordinate and manage those services for you, with care management fees capped at 10%. Support at Home offers 8 classification levels with annual budgets ranging from approximately $11,000 to $78,000, split into quarterly allocations. You can carry over up to $1,000 or 10% of your quarterly budget between quarters to meet unplanned needs.

Residential aged care

This type of aged care support may be the best option for older people who have more intensive healthcare and personal care needs that mean they aren’t able to live in their own home. In residential aged care, you don’t have to give up your needs and interests regarding social and emotional support either. That’s part of the deal. Residential aged care is also available for those who need short-term care, for example, respite care, to give family member carers some time out.

As with all forms of aged care, the Commonwealth government funds residential aged care for all eligible people aged 65 plus (or 50 years and over for Indigenous Australians). To find out whether you’re eligible, you’ll need to apply for an aged care assessment. Regardless of your eligibility, you’ll pay the residential home a basic daily fee. Above that, the costs you’ll pay will depend on your financial situation.

You can find out more about costs, or apply for subsidised residential aged care.

FAQs

The aged care system ensures all Australians can get the support they need to stay safe, healthy and independent as they grow older.

Broadly speaking, seniors aged 65 years and over, or Indigenous Australians aged 50 years and over, who are assessed as eligible for aged care services.

The Support at Home program, Commonwealth Home Support Programme (CHSP), and residential aged care.

Differences between home care and residential aged care

Aged care is a system of supports for older people either in their own home, or in an aged care (nursing) home. It can include help with everyday living (including cooking and cleaning), health care, specialised accommodation, and equipment to keep you mobile, such as walking frames or ramps. Aged care is Government-funded for eligible people. Find out more about aged care and if you need it.

Home care vs residential aged care

To help you decide what type of care you need, it’s important to understand the differences between the two.

Home Care

Home care aims to help you live independently in your own home for as long as possible. To achieve this, you’ll have access to support services including:

  • Healthcare, such as nursing, physiotherapy and other allied healthcare
  • Personal care – for example, dressing and showering
  • Transport
  • Housework
  • Food and shopping, including meal preparation
  • Social support to help you stay connected with the people and things you love
  • Modifications to your home.

The government will fully cover or subsidise the cost of these services, depending on your income. There are currently two government-funded programs that deliver home-based support – the Commonwealth Home Support Programme (CHSP) for basic level support and the Support At Home program for those with higher level of care needs. The Australian Department of Health has plans to merge these two programs into a single program from July 2027.

You can also pay privately for these services by finding Independent Support Workers through Mable.

Find out more about how to access funding for aged care.

Residential care

Residential care is for people who need a higher level of care to meet their health and personal care needs, that might not be able to be provided in the home. Where the person receives care becomes their new residence, hence the term residential care. Residential aged care homes are often called ‘residential aged care facilities’ or ‘nursing homes’. In some places they are called ‘assisted living facilities’. The government subsidises the cost of residential aged care, depending on how your needs are assessed.

Learn more about how funding for residential care works.

How do I decide between home care vs residential care?

Your decision depends on what your support needs are. For instance, you might be living in a safe and easy environment (e.g. a lift in your building that makes it easy for you to go to the shops or a bathroom fitted with support to make it easy to use it). On the other hand, you might live in an environment that is harder for you to navigate (for example, a bathroom with slippery floors that can increase the risk of fall) or you have complex care needs that cannot be received in the area you live in.

Simply put, whether the best option for you is home care or residential care depends on your aged care assessment.

Below are some things to consider:

What is the type of support you need?

Can you live independently with a little support (such as meal preparation, personal care, etc.)? Or do you need higher-level, more complex care?

Is living at home a priority for you?

More and more Australians are choosing to continue living at home for as long as possible. If living at home is a priority for you, home care is a better alternative, considering the level of your support needs. Modifying your home may help you live well while receiving the necessary care. Again, your ACAT assessment will help you understand if you can receive the support you need through the Support At Home program or if a residential aged care facility will suit your needs better.

Your financial situation

Your finances will be a factor in your decision. Support At Home services require you to contribute towards everyday support services (such as personal care, meals and transport) based on your income, while the government covers all clinical care costs (like nursing). Residential care will involve care fees and accommodation costs.

FAQs

There is no difference – both terms mean a home where older Australians receive round-the-clock care.

Talking to your loved ones is a great first step. You can also get advice from the Single Assessment System workforce when they meet with you to assess your needs. Before your assessment, think about what your goals are – for example, is staying at home a priority for you? That will help you get the best guidance.

Residential aged care facilities determine their own costs. In general, however, you’ll be paying a basic daily fee, accommodation costs and means-tested care fee. You can get more details here.

Mable helps you connect with Independent Support Workers in your area. You can choose the support workers and services you want, when you want, and how much you want to pay. Find out how.

What is aged care and do you need it?

As you age, you might need more support to take care of your everyday needs and continue to do the things you enjoy. That’s where the aged care system can help. So what is aged care?

Aged care is the term we use to describe the support provided to older people either in their own home, or in an aged care home. It can include help with everyday living, including cooking and cleaning; health care; specialised accommodation; and equipment to keep you mobile, such as walking frames or ramps. Aged care can be Government-funded for people who are eligible.

The importance of aged care services

Most Australians want to be in charge of decisions about how they live their lives, all their lives, even if they have to deal with health and mobility challenges. That’s how the aged care system can help.

If you are struggling to manage some of the things you want and need to do as you get older, aged care support services can help, enabling you to continue to live where and how you want to live, for as long as possible.

Should you be planning for aged care?

It’s common to avoid thinking about ageing. It may be uncomfortable or challenging to accept that you or your loved one may need support. However, it can do a world of good to start thinking about ageing well by avoiding common mistakes and misconceptions around ageing.

By acknowledging the incremental losses and new needs that naturally come with ageing, even at a very low level can help prevent or delay more serious problems and retain independence longer.

Who is eligible for aged care services?

Generally speaking, government funded aged care services are available for people over 65 years of age (or Indigenous Australians aged 50+) who need extra support to continue living well.

You might be eligible if you meet certain criteria, including:

  • Having experienced a recent fall, reduced mobility or changes in your memory capacity.
  • Being diagnosed with a medical condition.
  • Having changes in your existing care arrangements.

Depending on your eligibility, the government may fund your needs partially or entirely. If you’re not eligible, you can find Independent Support Workers through Mable for the kind of support you need, and pay privately with your own funds.

You can check your eligibility on MyAgedCare or apply for an assessment.

Types of aged care support and services

Aged care support and services fall into three categories.

Care in your own home

This aims to help you stay independent at home as you age. It includes services such as transport, personal and health care, housework, social support and modifications to your home. Help at home can be accessed through the Commonwealth Home Support Programme (CHSP) or the Support at Home Program.

Find out more about Support At Home.

Care in an aged care facility

Care in an aged-care home/nursing home/residential aged care facility – if you’re unable to manage in your own home, and need ongoing help with everyday tasks or health care.

Learn more about the differences between home care and residential aged care.

Short-term care

If you need more intensive care following a hospital stay, or your loved ones need a short break from caring for you, short-term care could include support for a few hours, days or up to 12 weeks.

How do I access aged care services?

First, you’ll need to do an assessment – apply on the MyAgedCare website or phone 1800 200 422 to speak to someone at My Aged Care. Thereafter, the assessor will help you connect with the relevant service providers – or you might prefer to find your own, using the referral code they provide you with.

Learn more about accessing funding for aged care.

How much does aged care cost?

Assessments for aged care are completely free, however, you may have to contribute towards the services you need The aged care costs you pay depend on the types of services and providers you use, i.e. CHSP, Support at Home, short-term care or a residential aged care facility.

Find out more about the fees and costs involved in Support at Home.

Getting aged care support through Mable

There are two ways to access support through Mable:

  • By using your Support At Home funding to find Independent Support Workers through the platform. If you self-manage your Support At Home funding and book independent support workers on Mable, you could get twice as many hours of support from the same funding. Find out how Support At Home funding works.
  • By paying privately to find support through the platform. Find out more about how to help a parent who needs aged care support.

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I want to find support:

For myself, a client or on behalf of a friend or family member.

I want to provide support:

As a support worker, nurse, allied health professional, gardener or cleaner.

Sign up to Mable

I want to find support:

For myself, a client or on behalf of a friend or family member.

I want to provide support:

As a support worker, nurse, allied health professional, gardener or cleaner.