Frequently Asked Questions

Support at Home is the Australian Government's new in-home aged care program that replaces Home Care Packages from 1 November 2025. It provides:

• 8 ongoing service classifications (instead of 4 HCP levels) for more precise funding
• Quarterly budgets based on your assessed care needs
• Short-term pathways including Restorative Care, End-of-Life support, and AT-HM scheme
• No waiting list - start services immediately after assessment
• Flexible service choices from an approved service list

Learn more about Support at Home →

Support at Home provides 8 ongoing service classifications that match your assessed care needs:

• Classification 1: Basic Support Level
• Classification 2: Low Support Level
• Classification 3: Low-Moderate Support
• Classification 4: Moderate Support (equivalent to old HCP Level 2)
• Classification 5: Moderate-High Support
• Classification 6: High Support (equivalent to old HCP Level 3)
• Classification 7: Very High Support
• Classification 8: Maximum Support (equivalent to old HCP Level 4)

Your classification determines your quarterly budget and the services you can access. View detailed breakdown of all 8 levels →

No! Unlike the previous Home Care Packages Program, Support at Home does not have a national waiting list. This is one of the most significant improvements:

• Services can begin immediately after your assessment
• No priority system or queue
• Choose your provider and start receiving care right away
• Previously, thousands waited months or even years for packages

This ensures timely access to the care and support you need to remain at home independently.

If you're currently receiving a Home Care Package, you'll automatically transition to Support at Home on 1 November 2025. Here's what you need to know:

• No Worse Off Guarantee: You'll maintain the same or better funding level
• Automatic conversion: Your HCP will become a SAH classification equivalent
• Unspent funds: Any unspent HCP funds will carry over to Support at Home
• Same or lower contributions: You won't pay more than you did under HCP
• No new assessment required: Unless your needs have changed

HCP to SAH Conversions:

• HCP Level 1 → Classifications 1 or 2
• HCP Level 2 → Classification 4
• HCP Level 3 → Classification 6
• HCP Level 4 → Classification 8

Support at Home offers a comprehensive range of services organized into three categories:

Clinical Care:

• Nursing care (wound care, medication management)
• Occupational therapy and physiotherapy
• Continence care and support
• Chronic disease management
• Speech pathology and dietetics

Independence Support:

• Personal care (showering, dressing)
• Transport to appointments
• Respite care for family carers
• Social support and companionship

Everyday Living:

• Domestic assistance (cleaning, laundry)
• Meal preparation and delivery
• Shopping assistance
• Gardening and home maintenance

Support at Home includes three specialized short-term pathways for specific needs:

1. Restorative Care Pathway

• Up to 16 weeks of intensive allied health services
• Budget of $6,000 (up to $12,000 if needed)
• Helps you regain or maintain independence
• Can be accessed alone or with ongoing services

2. Assistive Technology & Home Modifications (AT-HM)

• Up to $15,000 for home modifications (ramps, rails, bathroom adaptations)
• Up to $15,000+ for assistive technology (wheelchairs, lifting equipment)
• Low ($500), Medium ($2,000), or High ($15,000) funding tiers
• 12-month funding period

3. End-of-Life Pathway

• For those diagnosed with 3 months or less to live
• Up to $25,000 over 12 weeks for services
• Urgent access to higher support levels
• Complements state/territory palliative care services

Contributions are based on your income, assets, and the type of service you receive:

Clinical Care: 0% contribution - fully government-funded

Independence Services:

• Full pensioners: 5%
• Part pensioners/CSHC holders: 5-50% (based on means test)
• Self-funded retirees: 50%

Everyday Living Services:

• Full pensioners: 17.5%
• Part pensioners/CSHC holders: 17.5-80% (based on means test)
• Self-funded retirees: 80%

Important: There's a lifetime cap on contributions. Once reached, you won't be charged anymore. Use the fee estimator at MyAgedCare.gov.au to calculate your costs.

Getting started with Support at Home is a straightforward 4-step process:

Step 1: Contact My Aged Care

• Call 1800 200 422 or visit MyAgedCare.gov.au
• Complete initial screening phone interview

Step 2: In-Home Assessment

• Trained assessor visits your home
• Comprehensive evaluation of your needs (1-2 hours)
• Discuss your goals and preferences

Step 3: Receive Assessment Outcome

• Get your Notice of Decision letter
• Learn your classification (1-8)
• Understand your quarterly budget

Step 4: Choose RusCare

• Call us: (03) 9793 5955
• Start services immediately!

View complete application guide →

Yes! If your care needs increase or decrease significantly, you can request a re-assessment at any time. Your provider (RusCare) can help you initiate this process, or you can contact My Aged Care directly.

Re-assessments ensure your classification and quarterly budget remain appropriate for your current needs. This flexibility helps you receive the right level of support as your circumstances evolve.

Aged care refers to support services designed to help older Australians live as independently as possible, whether at home or in residential care. Services range from help with daily tasks like cleaning and shopping to clinical nursing care and specialised health services.

The Australian Government subsidises most aged care services to make them affordable and accessible for older people who need support.

Generally, you're eligible if you are:

• Aged 65 years or older (or 50+ for Aboriginal and Torres Strait Islander people)
• Living at home or planning to return home
• Need support with daily activities or health care
• Assessed by a trained aged care assessor

There are no citisenship or residency restrictions, but services are prioritised based on assessed need.

The first step is contacting My Aged Care:

• Phone: 1800 200 422 (Mon-Fri 8am-8pm, Sat 10am-2pm)
• Online: MyAgedCare.gov.au
• In Person: Visit a Services Australia office

They'll conduct an initial screening and arrange an assessment if you're eligible. After your assessment, you can choose RusCare as your provider and start services right away.

Australia offers several types of aged care:

• Support at Home: Comprehensive in-home care (starts Nov 2025)
• Commonwealth Home Support Program (CHSP): Basic home support (until 2027)
• Residential Aged Care: 24/7 care in aged care homes
• Respite Care: Temporary care to give family carers a break
• Transition Care: Short-term care after hospital discharge

The Aged Care Quality and Safety Commission regulates all aged care providers in Australia to ensure high standards of care and safety. All providers must:

• Meet the Aged Care Quality Standards
• Undergo regular quality assessments
• Maintain accreditation and approval
• Protect the rights and dignity of care recipients

RusCare is fully accredited and regularly audited to maintain the highest quality standards.

RusCare is a leading aged care provider serving the Russian-Australian community in Melbourne and Victoria since 1955. For nearly 50 years, we've provided culturally sensitive, high-quality care that honors our community's heritage, language, and values.

We offer comprehensive in-home aged care services through Support at Home and CHSP, specialising in bilingual Russian-English care with deep cultural understanding.

RusCare offers unique advantages:

• Cultural Expertise: 50 years serving the Russian-Australian community
• Bilingual Staff: Russian-speaking caregivers and nurses
• Cultural Activities: Orthodox celebrations, traditional events, Russian cultural programs
• Family-Centered Care: We understand the importance of family in Russian culture
• Traditional Foods: Care plans that respect dietary preferences and traditions
• Quality Standards: Fully accredited with excellent quality ratings
• Local Presence: Based in Dandenong, serving all of Melbourne and Victoria

RusCare is based in Dandenong and serves clients throughout Melbourne and Victoria, including:

• Greater Dandenong and South East Melbourne
• Eastern Suburbs
• Western Suburbs
• Northern Suburbs
• Inner Melbourne
• Regional Victoria (where feasible)

Contact us to confirm service availability in your specific area: (03) 9793 5955

Yes! RusCare is fully accredited and approved by the Aged Care Quality and Safety Commission. We meet all Australian aged care quality standards and undergo regular audits to maintain our accreditation.

We're also registered to deliver Support at Home services from 1 November 2025 and continue to provide CHSP services.

We're here to help! Contact us through:

• Phone: (03) 9793 5955 (Russian and English spoken)
• Email: reception@ruscare.com.au
• Address: 13 Conway Street, Dandenong VIC 3175
• Website: Contact Form

Our friendly team can answer questions in Russian or English and help you get started with services.

RusCare offers comprehensive in-home aged care services:

Personal Care:

• Showering and bathing assistance
• Dressing and grooming support
• Medication management
• Mobility assistance

Domestic Assistance:

• House cleaning and laundry
• Meal preparation
• Shopping assistance
• Light gardening

Clinical Care:

• Nursing care and wound management
• Allied health services (physio, OT)
• Continence care
• Chronic disease management

Social Support:

• Companionship and social activities
• Transport to appointments
• Cultural activities and events
• Community connections

Absolutely! Your care is completely personalised. We work with you to create a care plan that matches your:

• Specific needs and preferences
• Daily routine and lifestyle
• Cultural and religious practices
• Language preferences
• Goals for independent living

You can request changes to your services at any time, and we'll work with you to adjust your care plan within your budget.

Yes! RusCare specializes in Russian-English bilingual care. We have Russian-speaking:

• Care coordinators
• Personal care workers
• Registered nurses
• Support staff

We understand how important it is to receive care in your preferred language, especially when discussing health concerns or personal matters. All our documentation and communication can be provided in Russian or English.

All RusCare staff are highly qualified and experienced:

• Personal care workers hold Certificate III or IV in Individual Support (Ageing)
• Registered nurses have nursing degrees and AHPRA registration
• Allied health professionals (physios, OTs) have university degrees and professional registration
• All staff undergo police checks and hold valid Working with Children Checks
• Ongoing training in aged care standards, cultural safety, and best practices
• Many staff are bilingual Russian-English speakers

We're proud of our experienced, compassionate team who deliver person-centered care.

Yes! We actively encourage family involvement. We understand that family is central to Russian culture, and we welcome family participation in:

• Care planning meetings
• Regular reviews and updates
• Decision-making about services
• Cultural and social activities
• Communication with care staff

With your consent, we'll keep family members informed and include them in your care journey.

CHSP provides entry-level support for older Australians who need help with everyday tasks. Services include:

• Domestic assistance (cleaning, laundry)
• Social support and companionship
• Meal services
• Personal care
• Transport

Important: CHSP will continue until at least 1 July 2027, after which it will become part of Support at Home. If you currently receive CHSP, your services will continue uninterrupted.

The Australian Government subsidises most aged care costs, but you may be asked to contribute based on your income and assets:

Under Support at Home:

• Clinical care: Fully funded - you pay nothing
• Independence services: Contributions vary (0-50% based on means test)
• Everyday living: Higher contributions (0-80% based on means test)

For CHSP services:

• Basic fees apply (typically $5-15 per service)
• Fees may be waived for those experiencing financial hardship

We'll discuss all costs clearly before services begin, and you'll always know what to expect.

Yes! Even if you're not eligible for government-funded services or want additional support beyond your allocated budget, you can pay privately for RusCare services.

Private clients receive the same high-quality, culturally sensitive care. Contact us for private service rates: (03) 9793 5955

Financial hardship assistance is available if you're unable to pay your contributions. You can:

• Apply for a fee reduction through Services Australia
• Request to defer payment of certain fees
• Access support through financial counseling services

Complete the financial hardship form (SA462) at ServicesAustralia.gov.au or speak with our team for assistance.

You're likely eligible if you:

• Are 65+ years old (or 50+ for Aboriginal/Torres Strait Islander)
• Live at home in Melbourne or Victoria
• Need help with daily activities, health care, or maintaining independence
• Have been assessed as eligible by My Aged Care

RusCare welcomes people from all backgrounds, though we specialise in serving the Russian-Australian community with culturally appropriate care.

Step 1: Get assessed by My Aged Care (call 1800 200 422)

Step 2: Receive your assessment outcome and approval

Step 3: Contact RusCare directly:

• Call: (03) 9793 5955 (Russian and English spoken)
• Email: reception@ruscare.com.au
• Visit: 13 Conway St, Dandenong VIC 3175

Step 4: We'll arrange an initial meeting to discuss your needs and create your personalised care plan

Step 5: Sign your service agreement and start receiving care!

The timeline typically looks like this:

• My Aged Care registration: Immediate (same day)
• Assessment scheduled: 2-4 weeks from registration
• Assessment outcome: Within 2 weeks of assessment
• Starting services with RusCare: Immediately after approval!

Great news: Under Support at Home (from Nov 2025), there's no waiting list. Once you're assessed and choose RusCare, services can begin right away.

Yes! You have the right to change providers at any time. The process is simple:

• Contact RusCare to express your interest
• We'll guide you through the transfer process
• Give your current provider 14 days' notice (as required)
• Your funding transfers with you - no loss of services
• We'll coordinate a smooth transition with minimal disruption

Many clients switch to RusCare specifically for our Russian language capabilities and cultural understanding. We're here to make the transition as easy as possible.

Cultural sensitivity is at the heart of everything we do at RusCare:

• Language: Russian-speaking staff for comfortable communication
• Food traditions: Respect for traditional Russian cuisine and meal preferences
• Religious observances: Support for Orthodox Christian practices and holidays
• Family values: Understanding of the central role of family in Russian culture
• Cultural events: Regular Russian cultural activities and celebrations
• Community connections: Links to Russian community organizations

With 50 years serving the Russian-Australian community, we deeply understand your cultural needs and values.

Yes! We have Russian-speaking staff throughout our organization:

• Management and administration
• Care coordinators and case managers
• Registered nurses
• Personal care workers
• Allied health professionals

When you call RusCare, you can speak with someone in Russian from your very first contact. All your care documentation, service agreements, and communication can be provided in Russian or English - whichever you prefer.

Absolutely! We respect and support your religious observances, including:

• Accommodation of Orthodox Christian holy days and festivals
• Support attending church services
• Respect for fasting periods and dietary requirements
• Appropriate handling of religious items and icons in your home
• Facilitating visits from clergy if desired

Your religious faith and practices are important to your wellbeing, and we honor that in all aspects of your care.

Yes! RusCare organises regular cultural activities and events:

• Orthodox Christmas and Easter celebrations
• Russian cultural events and festivals
• Social gatherings with Russian music and entertainment
• Traditional Russian tea parties and meals
• Cultural education and heritage programs
• Connections to broader Russian community events in Melbourne

These activities help you stay connected to your cultural identity and meet others from the Russian-Australian community.