Care That Adapts With You
Your health and support needs change over time - that's why Support at Home is designed with flexibility at its core. With quarterly budget cycles, regular reviews, and the ability to request re-assessment whenever your needs change, you're never locked into a care plan that doesn't work for you.
Flexibility Under Support at Home
Under Support at Home, you can request changes to your service mix at any time within your quarterly budget. Need more cleaning and less shopping? Want to add physiotherapy? Just let us know and we'll adjust your care plan within your budget allocation.
Quarterly Budget Cycle: Every 3 months, you receive your full budget allocation. Unused funds can carry over (up to $1,000 or 10%, whichever is greater) to the next quarter, giving you flexibility to manage your care needs over time.
Understanding Quarterly Budget Cycles
Support at Home operates on a quarterly budget system, providing you with a fresh budget allocation every three months. This creates natural review points and gives you flexibility in how you use your funding throughout the year.
How Quarterly Budgets Work
Your Budget Allocation
Based on your classification (1-8), you receive a specific quarterly budget amount. This funding covers all approved services within your classification level, split across the three service categories: Clinical Care, Independence Support, and Everyday Living.
- Budget resets every 3 months on your anniversary date
- Full allocation available at the start of each quarter
- 10% deducted automatically for care management services
- Remaining 90% available for your chosen services
- Flexibility to adjust service mix at any time within quarter
Carrying Over Unused Funds
If you don't use your full quarterly budget, you can carry over unused funds to the next quarter - up to a maximum of $1,000 or 10% of your quarterly budget (whichever is greater).
- Build up reserves for larger expenses or emergencies
- Plan for equipment purchases or home modifications
- Save for periods when you might need more intensive support
- Maximum carry-over limits prevent excessive accumulation
- Funds carried over can be used in addition to next quarter's allocation
Budget Tracking & Reporting
RusCare provides transparent budget tracking so you always know how much you've spent and how much remains available.
- Monthly budget statements showing expenditure by service category
- Real-time tracking of your remaining budget (upon request)
- Alerts when approaching carry-over limits
- Projections for next quarter based on current usage patterns
- Clear breakdown of care management fees vs. service costs
Care Management (10% of Budget)
Every Support at Home participant receives care management services, which account for 10% of your quarterly budget. This ensures you have dedicated support coordinating all aspects of your care.
What Care Management Includes
The 10% care management fee is the same whether you self-manage some services or have RusCare manage everything. This fee covers essential coordination and support services that ensure your care runs smoothly.
Coordination Services
- Development and ongoing updates to your personalised care plan
- Coordination between different service providers and healthcare professionals
- Scheduling and rostering of care workers and appointments
- Communication with your GP, specialists, and allied health team
- Regular welfare checks and quality monitoring
Ongoing Support
- Your dedicated care coordinator as primary point of contact
- Regular check-ins (weekly, fortnightly, or as needed)
- After-hours emergency support access (for applicable classifications)
- Problem-solving and troubleshooting for any care issues
- Family updates and communication (with your consent)
Budget & Quality Management
- Budget tracking and financial reporting
- Invoicing and payment processing
- Quality assurance monitoring and feedback
- Compliance with government reporting requirements
- Continuous improvement based on your feedback
Regular Care Plan Reviews
Your care plan is regularly reviewed to ensure it continues to meet your evolving needs. RusCare conducts systematic reviews at multiple levels, from informal check-ins to comprehensive annual assessments.
Ongoing Check-ins & Monitoring
Regular Contact
Your care coordinator maintains regular contact to ensure your services are meeting your needs and to identify any emerging concerns early.
- Weekly or fortnightly check-ins (frequency based on your classification)
- Informal conversations with care workers during visits
- Phone calls to discuss how services are going
- Quick adjustments to schedules or service mix as needed
- Early detection of any issues or changing needs
Continuous Monitoring
- Care worker reports after each visit noting any concerns
- Tracking of service utilisation and budget expenditure
- Monitoring for patterns suggesting changing needs
- Quality checks ensuring care standards maintained
- Family feedback (with your permission)
Quarterly Care Plan Reviews
At the start of each new quarter, we conduct a structured review aligned with your budget cycle. This ensures your care plan stays current and your budget is being used effectively.
What We Review
- Effectiveness of current services in meeting your goals
- Budget utilisation - are you underspending or overspending?
- Any changes in your health or support needs
- Family feedback and observations
- Your satisfaction with care workers and services
- Whether service mix needs adjusting
Adjustments & Planning
- Modify service schedules or frequencies
- Add or remove services within your budget
- Adjust contribution payments if your finances change
- Plan for seasonal variations (e.g., more help in winter)
- Identify if re-assessment might be beneficial
Budget Review
- Review last quarter's expenditure by service category
- Calculate carried-over funds available
- Plan next quarter's service allocation
- Update financial arrangements if needed
- Ensure contribution rates are correct
Annual Comprehensive Review
Once a year, we conduct a thorough, comprehensive review of your entire care arrangement. This goes deeper than quarterly reviews to ensure your care plan remains aligned with your long-term goals and wellbeing.
Comprehensive Assessment
- Detailed review of health changes over the past year
- Goal achievement evaluation - have we met your objectives?
- Quality of life assessment - are you thriving at home?
- Social connection and mental wellbeing review
- Family and carer wellbeing (if applicable)
- Home environment safety check
Service Effectiveness
- Analyse which services have been most beneficial
- Identify gaps or unmet needs
- Review care worker relationships and consistency
- Evaluate cultural and language support adequacy
- Assess coordination with healthcare providers
Future Planning
- Set new goals for the coming year
- Anticipate future needs based on current trajectory
- Discuss if re-assessment for classification change is needed
- Plan for major life events or transitions
- Review advance care planning and preferences
Need to Adjust Your Care Plan?
Your care should work for you. If your needs have changed or you want to discuss your current services, our team is here to help. Contact us anytime to request a review or make adjustments to your care plan.
Re-Assessment Process
If your care needs change significantly, you can request a re-assessment to review your classification level. This ensures your quarterly budget and services match your current needs, whether they've increased or decreased.
When to Consider Re-Assessment
You should consider requesting a re-assessment if:
- Your health condition has significantly deteriorated
- You've developed new health conditions requiring additional support
- You've recovered function and may need less support
- Your living situation has changed (e.g., family support reduced)
- Current budget is insufficient to meet your needs
- You require services not available in your current classification
How Re-Assessment Works
Step 1: Initiate Request
- Contact your RusCare care coordinator to discuss changes in needs
- We help you determine if re-assessment is appropriate
- RusCare contacts My Aged Care on your behalf to request re-assessment
- Provide supporting documentation (GP letters, hospital discharge summaries)
Step 2: New Assessment
- My Aged Care arranges a new home assessment visit
- Assessor reviews changes in your circumstances and needs
- Comprehensive evaluation similar to original assessment
- RusCare can attend assessment with you (if you wish)
Step 3: New Classification
- Receive updated Notice of Decision with new classification
- New quarterly budget amount based on reassessed needs
- Updated list of approved services
- Changes typically take effect from next quarter
Step 4: Care Plan Update
- RusCare revises your care plan based on new classification
- Adjust service mix to utilise new budget effectively
- Add or remove services as appropriate
- Update contribution payments if applicable
- Seamless transition to new support level
RusCare's Support Throughout Re-Assessment
We're your advocate throughout the re-assessment process, helping you navigate the system and ensuring your needs are properly represented.
Documentation Support
- Help you gather relevant medical documentation
- Write support letters outlining observed changes in needs
- Coordinate with your healthcare providers for reports
- Provide care records demonstrating service utilisation
Assessment Preparation
- Prepare you for what the assessor will ask
- Help you articulate your needs clearly
- Remind you of key points to raise
- Can attend assessment to provide additional context
Communication & Liaison
- Communicate with My Aged Care on your behalf
- Follow up on assessment outcomes
- Explain your new classification and what it means
- Bilingual support - all explanations in Russian or English
Appeals Support
- Help you understand if classification decision is appropriate
- Support with appeals process if you disagree with outcome
- Connect you with advocacy services if needed
- Ensure your voice is heard in the system
Quality Assurance & Your Rights
RusCare is committed to providing the highest quality care. We have robust quality assurance systems and respect your rights as a Support at Home participant.
Quality Monitoring & Improvement
Regular Quality Checks
- Supervisory visits to observe care delivery
- Care worker performance reviews and ongoing training
- Satisfaction surveys (quarterly and annual)
- Complaint tracking and resolution monitoring
- Safety audits and incident reviews
Feedback Mechanisms
- Multiple ways to provide feedback (phone, email, online, in-person)
- Anonymous feedback options available
- Regular opportunities to share experiences
- Suggestion boxes for improvement ideas
- Family feedback welcomed (with your consent)
Continuous Improvement
- Use feedback to refine services and processes
- Regular staff training based on identified needs
- Implementation of best practice guidelines
- Participation in aged care quality standards
- Transparent reporting of performance
Your Rights & Protections
Under Support at Home, you have important rights that ensure you receive respectful, safe, and high-quality care.
Your Rights Include:
- Choose your provider and change providers if you wish
- Request service changes at any time
- Request re-assessment when your needs change
- Make complaints and have them resolved fairly
- Access advocacy support
- Review your care records
- Participate in all care planning decisions
- Receive care that respects your culture and values
- Privacy and confidentiality protection
- Be treated with dignity and respect
Complaint Resolution
- Clear complaint process with timely response
- Internal resolution through care coordinator or manager
- Escalation process if not resolved internally
- External advocacy services available (free and independent)
- Aged Care Quality and Safety Commission oversight
Need Help with a Concern?
RusCare: (03) 9793 5955
Older Persons Advocacy Network (OPAN): 1800 700 600
Aged Care Quality & Safety Commission: 1800 951 822
Frequently Asked Questions
Related Resources
Explore these resources to learn more about managing your Support at Home services and making the most of your quarterly budget.
Care Planning
Learn how we develop your personalised care plan
Pricing Guide
Understand quarterly budgets and contribution rates
8 Classifications
Explore the 8 Support at Home classification levels
All Services
Browse our comprehensive range of services
Getting Started
New to Support at Home? Start here
FAQs
Find answers to common questions
Questions About Your Ongoing Care?
Our experienced care coordinators are here to discuss your current services, upcoming reviews, or any concerns you have about your care plan. Contact us today for personalised support in Russian or English.
