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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 Package (HCP)

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The first step is to contact My Aged Care on 1800 200 422 or visit their website to apply for an assessment. If eligible, you will undergo an assessment by an Aged Care Assessment Team (ACAT). They will determine the level of care you require and provide you with a referral code. Once you have this code, you can apply for a home care package through My Aged Care.

When you apply for a home care package, you will be asked to provide information about your income and assets. This information is used to determine your eligibility for government-subsidised home care and the level of funding you will receive. The higher your income and assets, the less funding you may be eligible for.

It is important to note that there are limits to the fees that can be charged for home care services, even if you are not eligible for government funding or if your funding is reduced due to means-testing. The Federal Government sets these fee limits, and they vary depending on your income and the level of care you require. 

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

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. 

Home Care Services

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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 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. 

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. 

Funding Eligibility

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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.

1. If My Aged Care’s website eligibility checker identifies that you only require low-level support, you might be eligible for Commonwealth Home Support Programme services, instead of a Home Care Package.
2. You may also choose to pay privately for home care services. Call us on 1800 448 448 for our fee-for-service home care options.
3. 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.

1. Visit My Aged Care website and use the eligibility checker tool (or call them on 1800 200 422).
2. If you meet their requirements, you can apply for an ACAT assessment.
3. After the in-person assessment, you will receive a letter indicating eligibility and care level.
4. Find an approved home care provider (Call us on 1800 448 488, visit My Aged Care website or ask for recommendations).
5. Contact providers, discuss needs, preferences, and services offered.
6. Agree on a service agreement, review and sign.
7. Activate the home care package with the chosen provider.
8. Commence services based on a care plan tailored to your needs.
9. Request a review if needs change or require a different level of care.

Please note that the process may vary. For accurate and up-to-date information, contact Wesley Mission Queensland on 1800 448 488 or My Aged Care.

Home Care Costs and Fees

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The cost of care management is based on the level of your Home Care Package per our schedule of fees. Visit our ‘Funding and payments’ page for more information and to download our home care fee schedule.

A dedicated WMQ Care Leader will be assigned to coordinate the delivery of your care and support services. Care management includes ongoing assessment and planning undertaken on at least a monthly basis to ensure that the care recipient receives the care and services they need. This includes:

• regularly assessing the person’s needs, goals and preferences.
• reviewing the home care agreement and care plan.
• ensuring the care and services are aligned with other supports.
• ensuring that the care and services are culturally safe.
• identifying and addressing risks to the person’s safety, health and wellbeing.

Our home care schedule of fees lists the range and cost of services you can access through your Home Care Package within your allocated funding level. It details the hourly rate for different services, our care management and package management fees. Your Care Team Leader will work with you to develop a Care Plan and budget aligned to your allocated package funds. Find more information and download our home care fee schedule on our Aged Care Fees, Funding and Costs page.

Yes, we charge a package management fee relevant to the level of your Home Care Package per our Home Care Package price list (available for download on our website). The fees cover the administration needed for the smooth delivery and management of your package which includes providing you with detailed information about the funds available to you, how much is being spent and how much you have left on your monthly statement. Download our home care fee schedule on our Funding and Payments page.

No, Wesley Mission Queensland Home Care Package clients are not required to pay an exit fee if they leave the service.

All WMQ fees are listed on our Home Care Package price list document, available for download on our Funding and Payments page. You may be required to contribute to the cost of your care by paying an ‘Income Tested Fee’. This fee is determined by the Department of Human Services based on your income. The fee is the same regardless of which provider you choose. Full pensioners do not pay this fee. WMQ does not charge an entry or service set up fee or a Basic Daily fee, or for Care Worker time to travel to you. 

Visit our Home Care Funding and Payments page to download our home care fee schedule.

WMQ has an online package builder which you can use to help determine the budget for your Home Care Package. Alternatively, one of our Home Care Consultants can come out and meet with you to build an example of what your package might look like based on your level of funding, your needs and goals. You may also choose to buy additional services over and above the value of your package. Ask about our ‘fee for service’ prices and the range of additional supports available.

No, the ACAT assessment is free of charge.

Commonwealth Home Support Package (CHSP)

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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. 

To start the assessment process, you can contact My Aged Care on 1800 200 422 or visit the My Aged Care website.

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.

Our Hours of Operation

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The standard hours of home care support with WMQ are from 6am-8pm, 7 days per week. During Public Holidays, only essential services are available. You can find specific hours for all WMQ locations on our locations page.

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.

Home care that works for you

Contact us on 1800 448 448 or complete this form.
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