FAQs: Getting Started

Can I arrange support for my parents to help them stay at home?

Yes. You can help arrange support for your parents to stay at home.

If your parent agrees, you can speak to My Aged Care on their behalf to help register them, arrange an assessment and discuss support options. Your parent will need to give consent for you to speak for them, either during the call or by nominating you as their registered supporter with My Aged Care.

Once registered, My Aged Care may arrange an aged care assessment to understand your parent’s needs and determine what services they are eligible for. You can be present during the assessment if your parent would like your support.

If your parent is approved for services, they can then choose a provider, such as Belong at Home, to deliver the services they have been approved to receive. If needed, your parent can also formally appoint you as a registered supporter to help communicate with My Aged Care, assessors and service providers on an ongoing basis.

If your parent is unable to give consent, legal authority may be required for you to act on their behalf, such as guardianship or an enduring power of attorney. My Aged Care can explain what documentation is needed in this situation.

How do I register to get support services to help me stay at home?

To access government‑funded support services to help you stay at home, you need to register with My Aged Care, which is the Australian Government’s main entry point for aged care services.

You can register in one of the following ways:

  • Online at www.myagedcare.gov.au
  • By phone by calling My Aged Care on 1800 200 422 (remember to have your Medicare Number on hand)

When you register, you will be asked some questions about your health, wellbeing and how you are managing day to day at home. This information helps My Aged Care decide whether you need an aged care assessment and what type of support may be suitable for you.

If needed, My Aged Care will arrange an aged care assessment, usually in your home, to better understand your needs. Based on the assessment outcome, you may be approved for services through the Commonwealth Home Support Program (CHSP) or the Support at Home Program (SaH).

Once you are approved, you can choose a service provider, such as Belong at Home 1300 901 790, to deliver the services you have been approved to receive. Your Care Partner or Client Service Coordinator can also help guide you through the registration and assessment process.

What happens during an assessment?

An aged care assessment is arranged through My Aged Care and is usually completed by a trained health professional, such as a nurse, social worker or other assessor.

During the assessment, the assessor will talk with you about how you are managing day to day, including your health, mobility, safety at home, and any support you already receive. The assessment is a conversation, not a test, and is designed to understand what support would help you live safely and independently at home.

Based on your assessed needs, the assessor will determine whether you are eligible for support through the Commonwealth Home Support Program (CHSP) or the Support at Home program (SaH). You may also be asked whether you would like approvals for other services, such as residential respite care, if needed in the future.

In some situations, if living at home is no longer safe or suitable, the assessment can also help determine your eligibility for care in a residential aged care facility.

Can I have someone with me during the assessment?

Yes. It’s a good idea to have someone you trust with you during the assessment. This could be a friend, family member, partner, carer or advocate.

If you would like support from an independent advocate, you can contact the National Aged Care Advocacy Line on 1800 700 600.

Who is Eligible for Belong at Home services?

Home and Community Care (HACC) is designed to assist people with the greatest need and aims to maximise people’s independence.

You may be eligible for Home And Community Care if:

  • You are older and frail and having difficulty with everyday tasks.
  • You have a disability.
  • You are the carer of a frail older person or someone with a disability.

For further information or to apply for services please contact our friendly and helpful team today!

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