FAQ's
Welcome!
At Choice Home Help, we've found that the best questions come from people just like you. Every new client asks something different and, over the years, those questions have helped create this guide.
Rahter than expecting you to read hundres of pages of government information, we've put together the questions we're asked most, often, along with straightforward answers in plain English.
We hope it makes the Support at Home program a little easier to understand. If you can't find the answer you're looking for, just give us a call - we're always happy to help.
Why aren't you an Approved Provider?
Choice Home Help has chosen to partner with Partner with Care, an Approved Provider. This allows us to focus on what we do best - providing exceptional care and support - while Partner with Care manages the government funding and compliance requirements. You are not disadvantaged by choosing this model, and it allows us to spend more time looking after you.
Partner with Care is your Approved Provider. They receive your Support at Home funding, provide your monthly statements and meet all government compliance requirements. Choice Home Help coordinates your services, supports your carers and remains your main point of contact.
Why do you partner with Partner with Care?
Why do I pay a 10% Care Management Fee and a 10% Invoice Handling Fee
These fees are charged by Partner with Care as your Approved Provider. They cover government compliance, care management, administration, budgeting, reporting and payment of your invoices.
Choice Home Help also provides care co-ordination, however our co-ordination costs are already included in our hourly rates, so we don't charge a separate co-ordination fee.
We understand it sounds expensive.
The hourly rate includes your support workers wages, superannuation, leave entitlements, insurance, travel, training and all of the behind the scenes co-ordination needed to deliver a reliable service.
Unlike many providers, our co-ordination costs are already included in the hourly rate, so there are no additional co-ordination fees from Choice Home Help.
$115 per hour for cleaning and social support sounds expensive. Why?
Absolutely. Consistency is very important to us and we always try to send the same carer. Occasionally your regular carer may be away due to illness or annual leave.
If that happens, another member of our team will step in and they'll have access to your care plan and preferences.
Can I have the same staff member every visit?
Yes, We schedule appointments for specific times rather than broad time windows. Occasionally we may ask for a little flexibility if your carer is unwell, delayed by traffic or assisting another client with an unexpected emergency.
Will my carer come at the same time every day?
How much will Support at Home cost me?
That depends on your financial assessment completed by Services Australia. Some people won't pay any co-payments, while others may contribute towards certain services depending on their income, assets and pension status.
We're always happy to explain your budget and expected contributions before services begin.
Often, yes. Clinical services such as nursing and allied health generally have no co-payment, so many self-funded retirees still benefit from accepting a package. For everyday services such as cleaning or social support, it's worth coparing the co-payment against private market rates. We'll happily help you work out which option gives you the best value.
Is it worth accepting a Support at Home package if I'm self funded?
No. Support at Home funds light domestic assistance, not spring cleaning.
However, we may be able to organize a deeper clean when it's clinically appropriate, such as when we first commence services, if there are health concerns, hoarding issues or the home requires additional cleaning to make it safe.
Will you do a full clean of my house?
Can I have transport without a support worker?
No. Choice Home Help only provides assisted transport where a staff member accompanies you. If you only need transport, you may be eligible for taxi vouchers or transport through services such as St John WA Transport or Medical Edge with an appropriate referral.
Can I buy frozen meals from Coles or Woolworths?
Yes. Support at Home clients can now access approved meal providers including B2, Lite n' Easy, Home Chef and other eligible meal delivery services.
Yes. Physiotherapists can visit you at home or you can attend their clinic. Home visits are generally more expensive, but they suit many people. Sometimes a physiotherapist assistant can provide follow up appointments, helping reduce the overall cost.
Can the physio come to my house?
Some equipment must be prescribed by an Occupational Therapist or another appropriate clinician before it can be funded. The full list of eligible equipment is available on the Government's Assistive Technology and Home Modifications (AT-HM) Guidelines.
Why do I need an OT report to get equipment?
Government rules now only allow funding for essential maintenance that helps keep you safe at home. This includes mowing lawns, weeding and removing hazards. Decorative gardening, mulching, planting and landscaping aren't covered.
Why are gardening services now so limited?
A new vacuum cleaner is considered an everyday household item that most people would own regardless of age. Support at Home only funds equipment that's directly related to your health condition, disability or ability to remain living safely at home.
Why can't my package pay for a new vacuum cleaner?
Why am I charged for a two-hour shift when my shower only takes 30 minutes?
Our minimum shift is 2 hours because of staff award conditions. If your shower doesn't take the full time, your carer can usually help with other jobs around the home - just ask!
No. Any remaining government funds are returned to the Government and don't form part of your estate.
Do my family get to keep my unspent funds if I pass away or move into residential care?
If you previously had a Home Care package, any unused funds transferred cross when you moved to Support at Home. These funds can often be used to top up services or purchase approved equipment or home modifications.
Why do I keep hearing about "unspent funds?"
No. CPAP, dentures, hearing aids, medications and glasses aren't funded because separate government funding programs already exist for these items.
Can I get a new CPAP machine under my package.?
Generally, no. iPads are an excluded item unless there are exceptional circumstances and they have been clinically prescribed.
Can I get an iPad through my package?
What about an Apple Watch?
No. However, approved personal alarms and falls detection devices may be funded if they meet program guidelines.
No. Legal services, including preparing a Will or Enduring Power of Attorney, aren't covered.
Can my package pay for my Will?
Unfortunately not. Funeral expenses aren;t an approved use of Support at Home funding.
Can my package pay for my funeral?
Yes. We regularly provide overnight support, particularly when a spouse is in hospital or away from home. Most overnight shifts are 12-hour inactive shifts where the carer sleeps overnight but is available if needed. All you need to provide is a suitable bed and bedding.
Do you provide overnight care?
I'm moving CHSP to Support at Home. Can I still attend my old day centre or bus trips?
Yes. These group activities can continue and still be funded. You may simply need to make a small contribution towards lunch or transport.
I currently receive CHSP but have been offered Support at Home. Should I accept it?
It depends. You should compare what you're currently receiving under CHSP with what you'll receive under Support at Home, including any co-payments. Because CHSP isn't means tested, some people choose to remain on CHSP until they're offered a package that better suits their needs. We're happy to help you compare the two options before you decide.
What is self-management?
Self-management means you choose to manage your own package instead of using a co-ordinator like Choice Home Help. You'll organise your own staff, arrange services, approve invoices and co-ordinate everything yourself.
For people who have the time to understand the system, self-management can reduce costs.
However, many people prefer having our experienced team take care of all the organization, problem-solving and day to day procedures.
No. Webster Packs are no longer funded under Support at Home. Medications are also not covered and remain your personal responsibility.
Are Webster Packs still covered?
Please give us a call.
We're always happy to explain things in plain English and help you make the most of your Support at Home funding.