Guide to Support at Home for Families and Carers

Helping someone stay supported at home

A family member is often the person who first notices when someone needs extra support. They might be the one researching options, making phone calls, or accompanying the older Australian to appointments. 

If the older Australian hasn't been assessed yet, the first step is contacting My Aged Care to arrange an assessment. This will determine their eligibility and what level of support they can receive. Family members can be present during this assessment to provide support and help ensure all relevant information is shared.

How families can stay involved

There are several meaningful ways families can support an older Australian through their Support at Home journey, while respecting their autonomy and preferences.

Creating and managing a Support at Home account on their behalf

If the older Australian is comfortable with technology, they might prefer to manage their own My Aged Care account. However, many older adults appreciate help with online systems. Family members can assist them in setting up their account, understanding the portal, and keeping track of important information.

When helping with account management, it's important to involve the older Australian in decisions and keep them informed about any communications or updates. Family members should think of themselves as helpers rather than decision-makers, unless specific arrangements have been made otherwise through formal mechanisms like enduring power of attorney or guardianship.

Helping choose providers and support workers

Choosing the right provider and support workers is one of the most important decisions in the Support at Home process. During this process, family involvement can be invaluable, as they know the older Australian well and can help identify what matters most to them.

Families can assist by researching different providers, asking questions about their services and approach, and helping the older Australian think through what they want from their support. Consider factors like the provider's values, how they match workers with clients, their communication style, and whether they offer the specific services needed.

When meeting potential support workers, family members can be present if the older Australian wishes, helping them feel more comfortable and ensuring they ask the questions that matter to them.

Supporting assessments and setting goals

Assessments and goal-setting conversations are opportunities to ensure the older Australian receives support that truly meets their needs. Family involvement can help provide a complete picture of their situation, preferences, and goals.

Families might help by preparing for these conversations, writing down questions beforehand, or simply being there for moral support. Their perspective on what they've observed can be valuable, but it's important to remember that the goals should reflect what the older Australian wants to achieve, not necessarily what the family thinks they need.

Being part of ongoing care conversations

Support at Home is designed to be flexible and responsive to changing needs. Regular reviews and conversations with providers help ensure the support remains appropriate and effective. Families can play an important role in these ongoing discussions.

This might involve attending review meetings, sharing observations about how things are going, or helping communicate any concerns or desired changes. Family involvement helps ensure continuity and that small issues don't become bigger problems.

Can families manage things on behalf of the Support at Home recipient?

Many families wonder about formally managing aged care matters on behalf of a loved one. There are several ways this can work, depending on the older Australian's capacity and preferences.

If the older Australian has capacity to make decisions, they can nominate a family member as an account manager or give them permission to act on their behalf for specific matters. This might involve speaking to providers, managing appointments, or handling administrative tasks.

For people who lack capacity to make these decisions, formal arrangements like enduring power of attorney or guardianship may be needed. These legal arrangements allow family members to make decisions on their behalf while still considering their preferences and best interests.

However, it's crucial to remember that aged care is fundamentally about supporting the older Australian to live the life they choose. Even when families are helping manage practical matters, involving them in decisions and respecting their preferences remains important. The goal is to support their independence, not replace their decision-making.

What families can typically help with includes managing appointments, communicating with providers, handling paperwork, and coordinating services. What they shouldn't do without proper authority is make major decisions about care, sign contracts, or override the older Australian's expressed wishes about their support.

Understanding services and funding

Support at Home provides funding based on four classification levels, each with different budget amounts. The classification determines how much funding is received, but the recipient has flexibility in how they use it.

The programme covers a wide range of services designed to help people stay safely and comfortably at home. Common services include personal care assistance, domestic help like cleaning and laundry, meal preparation or delivery, transport to appointments and social activities, nursing and health-related support, social connection and community participation, and home modifications and equipment.

One option that many families find particularly helpful is the Assistive Technology and Home Modifications (AT-HM) scheme. This can provide funding for equipment and modifications that make the home safer and more accessible, such as grab rails, ramps, or mobility aids. These changes can significantly reduce the risk of falls and help the older Australian maintain their independence.

Emotional load and practical help for carers

Supporting someone as they age can be emotionally and physically demanding. If family members are juggling their own responsibilities while helping coordinate care for an older Australian, they're not alone. Many people find themselves in similar situations, trying to balance work, family, and caring responsibilities.

It's common to experience a range of emotions during this time. Families might feel worried about whether they're doing enough, frustrated with complex systems, or sad about changes in the older Australian's situation. These feelings are completely normal and valid.

It's important to remember that under Support at Home, the older Australian will have a care partner from their chosen provider. This person is there to help coordinate services, address concerns, and provide ongoing support. They can be a valuable resource for families too, helping answer questions and providing reassurance about the older Australian's care.

Families shouldn't forget that their own wellbeing matters. Carer stress is real, and looking after themselves isn't selfish – it's necessary. If family members are feeling overwhelmed, there are places to get support. Carer Gateway (1800 422 737) offers counselling, respite, and practical support for carers. Many workplaces also offer Employee Assistance Programmes that provide confidential counselling and support.

Taking breaks, maintaining social connections, and asking for help when needed are all important parts of being a sustainable support person for an older Australian.

Where to get help and advice

When families need information, support, or have concerns, there are several places they can turn for help.

• My Aged Care (1800 200 422) is the main government resource for aged care information and services. They can answer questions about eligibility, help with applications, and provide general guidance about the system.
• The chosen Support at Home provider is also a key source of support and information. Good providers will take time to explain how things work, answer questions, and help families understand what to expect. 
• For more complex issues or if families are having difficulties with services, aged care advocacy services can provide independent support and advice. These services are free and can help families understand their rights and options.
• If the older Australian comes from a culturally diverse background, there are specialised services that understand the particular needs and preferences of different communities. These can help ensure culturally appropriate care and communication in preferred languages.

Finally, it's worth remembering that other families and carers can be wonderful sources of practical advice and emotional support. Consider connecting with local support groups or online communities where families can share experiences and learn from others in similar situations. 

Finding the best support for your loved one

Supporting someone as they age is a journey, not a destination. By staying involved, asking questions, and seeking help when needed, families can help ensure the older Australian receives support that enables them to live well at home for as long as possible.