How Does Home Care Work in Australia? Step-by-Step for Families

Home care in Australia works through two main pathways: government-subsidised care via My Aged Care, or private in-home care arranged directly through a platform or provider. The right pathway depends on urgency, budget, and how much support is needed.

The government pathway: My Aged Care

My Aged Care is the Australian Government's entry point for aged care services. To access government-subsidised in-home care, the process is:

1. Register with My Aged Care online at myagedcare.gov.au or by phone on 1800 200 422.
2. A phone-based screening assessment determines whether a face-to-face assessment is needed.
3. An Aged Care Assessment Team (ACAT) conducts a home visit to assess care needs and eligibility.
4. The assessment outcome determines which program you qualify for: the Commonwealth Home Support Programme (CHSP) for basic needs, or a Home Care Package (Level 1-4) for more complex needs.
5. For CHSP: services begin through an approved local provider. For Home Care Packages: you are placed in a national queue and assigned a package when one becomes available.
6. Once a package is assigned, you choose a registered provider to manage the funds and deliver services.

How long does the government process take?

CHSP services can often begin within weeks of assessment. Home Care Packages -- particularly Level 3 and Level 4 -- have significant waitlists. Level 4 packages have historically involved waits of 12 months or more, though the government has been actively working to reduce this.

During the wait, many families arrange private in-home care to fill the gap.

The private pathway: direct booking through a platform

Private in-home care does not require a My Aged Care registration, assessment, or waitlist. The process is:

1. Choose a platform or provider -- Nest and Nurture Society connects families directly with verified workers.
2. Browse worker profiles by qualification level, availability, and suburb.
3. Book the hours you need -- daily, weekly, or as a one-off.
4. A verified worker arrives at the scheduled time. GPS tracking and live status updates keep the family informed.
5. Payment is processed through the platform. No management fees. No lock-in.

Can you use both?

Yes. Many families use private in-home care to supplement their Home Care Package -- either while waiting for it to be assigned, or because the package funding does not fully cover the hours they need.

Who actually comes to the home?

Workers are qualified support workers (Cert III or IV in Individual Support), enrolled nurses, or registered nurses depending on the level of care required. Through Nest and Nurture Society, all workers are independently verified: qualifications confirmed, police check current, NDIS Worker Screening clearance held.