Speaking to home care providers about the implementation of Support at Home in just over a month, a common theme emerged: providers can not properly inform customers while the final details of the changes have not been provided by the Government.

Yvonne Timson, CEO of WA home care and disability provider Community Vision, told The Weekly SOURCE they are at an "Everest moment". The challenge before them is "enormous", she said.

She listed several important details that remain missing, including security of tenure, a lack of detail about what's included in service agreements, prices, grandfathering arrangements, and details about claiming through Services Australia.

"Until all the information is in the rules it's very hard to explain the changes to our customers," she said.

Service agreement uncertainty

Linda Feldt, CEO of SA aged care and home care provider ACH Group, told The SOURCE, "With less than 30 business days until changes come into effect, there still remains a lack of certainty around the requirements relating to entering into and varying service agreements.

"The longer these issues remain unresolved, the greater the challenge will be in communicating and successfully transitioning the new program for our customers and workforce."

Delay rollout by six months

Linda said ACH Group believes in the necessity of the reforms, but they would like to see the Support at Home rollout staged.

"We remain hopeful of a transition period of up to six months for the introduction of Support at Home," she said. 

"This will allow ACH Group to ensure our digital solutions are ready, and there is adequate time for discussion with our customers to ensure they are fully aware of the changes to the program."

"Scale and complexity"

Prue Bowden, Chief Executive Officer for Australian Unity Home Health, the country's largest home care provider, echoed the concerns.

"The scale and complexity of change required is challenging for the sector," she said.

"This is a pivotal moment for aged care in Australia, it’s essential we get it right."

Workforce in dark without details

Kane Singh, Chief Operating Officer Aged and Community Services, with Anglicare Southern Queensland, told The SOURCE the "timeframe" to embed "significant changes" involving a workforce of more than 2,600 employees is "challenging".

"Without clear details and direction on the legislation it is difficult for providers to clearly define their own policies and procedures in line with Government requirements – in particular a legal service agreement," he said.

Anglicare Southern Queensland's key Support at Home concern is that the Government has not yet released the final co-contribution percentages for transitional clients.

"This delay has been a point of concern among aged care providers, who are seeking clarity to prepare for the upcoming changes," he said.