Frequently Asked Questions
Our care expert answers some of the most commonly asked questions about in home care. From general information about home care and the costs associated with it, to our services, you'll find everything you need to know to make an informed decision about your future.
Feel free to reach out to us with any additional questions you may have.
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Home care provides support for older Australians to live safely and comfortably in their own home. It can include help with everyday tasks like cleaning, meal preparation, personal care, transport, and health support such as nursing or allied health services. Home care is personalised to your needs, helping you stay independent and connected to your community. You can pay privately or receive government-subsidised support via various funding options, such as Support at Home.
You can view our full list of services here to better understand how we can support you.
The main difference Home Care and aged care is the setting in which the care is provided. Home care refers to aged care that is provided at home to help individuals live independently. It can be provided by professionals, family or friends. Aged care refers to care that is provided in a residential aged care facility (RAC). Aged care facilities are designed for elderly people who require a higher level of care and support than can be provided in their own homes. It also offers opportunities for socialization and connection, as well as fitness activities. Talk to us about your requirements and care needs.
The decision between Home Care and residential care will depend on various factors such as the level of care required, personal preferences, budget, and the availability of suitable care options in your area.
Home care can offer a greater degree of independence and familiarity with the environment, but it may require modifications to the home and may not be suitable for individuals with severe health conditions.
Residential aged care involves living in a care facility where professional care services are provided around the clock. Residential aged care can provide a higher level of care and support, as well as access to social activities and amenities. However, it may involve a loss of privacy and independence and may be more expensive than home care.
It may be helpful to call us on 1800 448 448, and consult with healthcare professionals, family members, and other trusted advisors to determine which option is best suited to your needs.
Here’s a step-by-step guide to applying for home care funding:
1. Visit My Aged Care website and use the eligibility checker (or call them on 1800 200 422).
2. If eligible, you can apply for an aged care assessment.
3. After the assessment, you will receive a letter indicating eligibility, approved services and care level.
4. Find an approved provider (Call us on 1800 448 488 or ask for recommendations). You might want to contact a few providers to discuss needs, preferences, and services offered.
5. Commence services based on a care plan tailored to your needs.
If you are not eligible for Commonwealth Home Support Program (low-level support) or Support at Home, you can pay privately for home care services. Call us on 1800 448 448 for our fee-for-service home care options.
If you are not eligible for an assessment and want more information, you can call My Aged Care on 1800 200 422 to discuss your situation.
The quickest way is to go to My Aged Care’s website eligibility checker. The eligibility checker asks questions about mobility and independence, as well as who is currently providing support at home. The tool will identify if you meet the requirements for an assessment before you apply for home care. If you meet the requirements, you can apply for an assessment online. Assessments are done in person, usually at your own home.
• If you only require low-level support, a Regional Assessment Service (RAS) assessor will visit to determine if you’re eligible for Commonwealth Home Support Programme services.
• If you need more complex support, an Aged Care Assessment Team (ACAT) assessor will help determine if you require a Home Care Package, short-term care or an aged care home.
Support at Home (SaH)
Support at Home is a government-funded program, so the first step is to apply through My Aged Care (call them on 1800 200 422 or apply online). Once your assessment is complete, you’ll receive the funding you are eligible for. Support at Home clients then receive a care plan outlining the services, equipment, and home modifications available to meet their needs. If you need home care urgently, you can start paying privately right away – there’s no need to wait for your funding. Call our home care team on 1800 448 448.
Your Support at Home classification will be provided by the Department of Health and Aged Care once your eligibility has been assessed through My Aged Care. It determines your funding level under the new Support at Home program.
You cannot use your current Home Care Package (HCP) Level as a direct substitute. While both systems provide funding for in-home care, Support at Home classifications are calculated differently and are not based on HCP Levels. When the new program begins, your provider or My Aged Care will confirm your classification.
Funding depends on your care level, with 8 classifications ranging from $11,000 to $78,000 per year (learn more here). Allocated by the Australian Government after an aged care assessment, clinical care services are fully subsidised with no extra cost.
The care management fee under the Support at Home program covers the administration and coordination of your care. This includes:
Developing and reviewing your personalised care plan
Arranging and monitoring the services you receive
Managing your funding and payments
Liaising with service providers on your behalf
Ensuring your care meets government requirements and your individual goals
These services ensure your package is managed efficiently, allowing more of your funding to go directly to the care and support you receive.
If you were approved for Support at Home before 12 September 2024, your current fee arrangements stays the same. If you’re approved after 12 September 2024, the cost depends on your income and the services you use. You also need to pay a mandatory individual contribution for everyday services like cleaning, meals, and personal care — even if you receive a full pension. You won't pay anything for Clinical services like nursing and allied health as these services are fully government-funded.
What you pay will be:
- Means tested (based on income and assets)
- Capped by the government to keep fees affordable
- Charged per service — not a flat rate.
Yes — but only if you were approved for Support at Home AFTER 12 September 2024, even if you receive a full pension. If approved before that date, you don’t need to pay the mandatory contribution. Learn more at What is Support at Home?
Key points to know:
- Mandatory contributions apply only to independence support and everyday services, like cleaning, meals, transport and personal care – not clinical care (e.g. nursing, allied health).
- It’s not a flat rate – you pay a percentage of the cost for each service you use.
- The amount you pay is based on your income and assets (means tested).
- All contributions are capped by the Government.
- The government has stated there will be protections to ensure fees remain affordable, especially for people on low incomes or full pensions.
Services Australia will notify clients about any co-contributions based on their individual financial situation.
Under the Support at Home program, the Government automatically allocates 10% of your budget for care management. The fee covers the administration and coordination of your care, including developing and reviewing your care plan. The cap on care management fee ensure more of your funding goes directly towards care, provides transparency on how funds are used, and promotes fairer pricing across providers.
Our home care schedule of fees lists the range and cost of services you can access through Support at Home. It details the hourly rate for different services and times. Your WMQ Care Partner will work with you to develop a Care Plan and budget aligned to your allocated funds. Find more information and download our home care fee schedule on our Aged Care Fees, Funding and Costs page.
No, an aged care assessment is free of charge.
Your safety is important to us, and we want you to feel completely comfortable with the care workers who come into your home. We are committed to providing high quality home care that meets our values of respect, empowerment and integrity. All staff go through full screening, including criminal history checks and worker screening clearances. This helps us make sure whoever comes to your home is safe and trustworthy. We also value your feedback. We use things like satisfaction surveys to source your feedback — and we are always looking for ways to improve.
WMQ provides a range of in-home support services, including:
- Personal care such as bathing, dressing, grooming, and meal preparation.
- Social support (companionship in home visits, social outings and group activities)
- Dementia care including personalised care plans, respite care and specialised training for caregivers
- Palliative care (end-of-life care and support for individuals and their families. Not available with Home Care Packages
- Domestic assistance (help with household tasks)
- Home maintenance such lawn mowing, gardening and minor home repairs
- Nursing care
- Allied health with in-house professionals
- Respite care (short-term care and support to provide a break for carers)
- Transport arrangements for social outings, shopping trips or appointments
WMQ requires new employees to have or be working towards a Certificate III in Aged Care or Individual Support. In addition, staff undertake regular refresher training and are kept up to date with WMQ Home Care requirements and best practice in care.
The care management fee under the Support at Home program covers the administration and coordination of your care. At WMQ, a dedicated Care Partner is assigned to design your personalised Care Plan, coordinate your services, and ensure ongoing support.
Care management at WMQ includes regular assessment and planning, at least monthly, to make sure you receive the care and services you need.
This includes:
• regularly assessing your needs, goals and preferences.
• reviewing your home care agreement and care plan.
• ensuring services are aligned with other supports.
• providing culturally safe care.
• identifying and addressing risks to your safety, health and wellbeing.
Our home care schedule of fees lists the range and cost of services you can access through Support at Home. It details the hourly rate for different services and times. Your WMQ Care Partner will work with you to develop a Care Plan and budget aligned to your allocated funds. Find more information and download our home care fee schedule on our Aged Care Fees, Funding and Costs page.
No, Wesley Mission Queensland home care clients are not required to pay an exit fee if they leave the service.
Yes, we can provide overnight support in your home. We also offer overnight ‘cottage respite’ at Hadden Place, in Brisbane West. For people who need a longer stay, residential respite at one of our aged care facilities may also be an option depending on availability. We provide centre-based day respite across Brisbane and the Gold Coast.
The first step is to apply for aged care services through the Government's agency My Aged Care (call 1800 200 422 or visit their website). You will undergo an aged care assessment when you share basic information about your day-to-day routine, physical and mental health, and what’s important to you. If eligible for government subsidy, the assessor will determine what aged care funding you are eligible for. If approved for Home Care Package (HCP) funding, you will be assigned a level of care (Level 1 to 4) and a list of services you are eligible for. You will also need to complete a financial assessment with Services Australia to determine if you need to pay an income tested care fee. Please note from 1 Nov 2025, HCP scheme will be replaced with the Support at Home program.
Waiting list: Once approved for a HCP, you will be placed on the national queue for care until My Aged Care assigns you an HCP. My Aged Care will send you a letter with all information you need. You will then have 56 days to choose a home care provider to deliver your care and services in the place you call home.
WMQ will work with you and your loved ones to select services that meet your needs, develop a tailored care plan and confirm the costs. Our team will support you at every step of the way.
Yes, home care packages are designed to be customisable. You have the flexibility to choose the services and supports that best meet your unique needs, goals, and preferences. Once your home care package is in place, you can adjust the services and supports provided as your needs and goals change over time. Our Care Leaders can help you with the initial assessment process and will also ensure your package continues to adapt as your needs and goals change. You can also build your own Home Care Package using our tool available at Mypackage.wmq.org.au.
Not automatically, but respite care can be included in your home care package. It depends on your individual circumstances and the funding available in your package. If you are a primary caregiver and you need respite care, you can discuss this with your Wesley Mission Queensland Care Leader. During the assessment process, they will work with you to determine your eligibility for respite care and include it in your home care package if it is deemed necessary.
Yes, the amount of government funding you receive for a home care package is based on your income and assets.
The Commonwealth Home Support Package (CHSP) is a government-funded program designed to provide basic support services to older people who are not yet eligible for higher-level Home Care Packages (HCP). CHSP’s services are designed to help older people continue living independently in their own homes. Services can include home help, personal care, transport, social support, and home maintenance.
CHSP is delivered by a network of community-based organisations, such as local councils, non-profit organisations, and for-profit businesses. The types of services provided vary depending on the needs of the individual, but may include help with cleaning, cooking, and shopping, as well as assistance with personal care, such as showering and dressing.
To be eligible for CHSP, you must be 65 years or older (or 50 years or older for Aboriginal and Torres Strait Islander people) and have difficulty performing everyday tasks without assistance. To access CHSP, you can contact WMQ or My Aged Care.
Some of the services that Wesley Mission Queensland (WMQ) offers older Australians under the Commonwealth Home Support Package (CHSP) include:
• Domestic assistance (household tasks such as cleaning and grocery shopping).
• Personal care (such as dressing and grooming).
• Support to participate in social activities and connect with the community.
• Transport (for medical appointments, shopping, and other activities).
• Home maintenance (minor repairs and maintenance tasks around the home).
• Home modifications (minor modifications to make it more accessible and safer).
• Allied health services (such as physiotherapists, podiatrists and occupational therapists).
• Respite care (short-term care and support to provide a break for carers).
It’s worth noting that the exact services available through CHSP can vary depending on individual needs and circumstances, and there may be eligibility criteria that need to be met. Contact WMQ for further information and guidance on accessing CHSP services.
To be eligible for Commonwealth Home Support Package (CHSP) services:
• You must be 65 years or older (or 50 years or older for Aboriginal and Torres Strait Islander people)
• You must have difficulty performing everyday tasks without assistance
To determine your eligibility, you will need to undergo a screening process. This process usually involves an assessment via My Aged Care. During the assessment, the Aged Care Assessment Team (ACAT) will evaluate your care needs and determine whether you are eligible for CHSP services. The assessment considers various factors such as your physical and mental health, mobility, and living arrangements.
CHSP (Commonwealth Home Support Programme) provides entry-level home services to assist older Australians to live independently at home, while HCP (Home Care Package) provides a higher level of care and support services.
• The CHSP provides a range of basic support services such as domestic assistance, personal care and home maintenance, aimed at a lower-level care need.
• The HCPs are individualised packages of services that are tailored to meet the specific needs of the older person. Services include a dedicated case manager, more extensive personal and domestic assistance, nursing care (such as medication management, wound care, and monitoring of health conditions), broader access to allied health services, specialist support services (such as dementia care or specialized equipment and aids), home maintenance, modifications and repairs.
It's important to note that the specific services and level of support provided can vary based on the individual's assessed needs, the level of Home Care Package, and the availability of services in the local area. It is advisable to consult with My Aged Care and WMQ to obtain accurate and up-to-date information regarding the services offered in each program.
