❓ What are care management services?
Care management is the support that ensures your care is:
Well planned
Well coordinated
Responsive to your changing needs
This includes:
New Member onboarding activities
Creating or updating your help plan and budget
Organising services and other approved provider supports
Checking in and making changes when needed
Providing ongoing guidance, advice, and education
Communicating with you and your loved ones
Liaising with health professionals and organising referrals
Following up on Helper observations
Managing incidents or concerns
Supporting hospital stays, respite, or transitions
Reviewing funding and applying for additional support
Under Support at Home, the government requires all care management activities to be recorded in 15-minute blocks.
Important update for new Members
We’ve identified an issue where some care management activities appeared earlier than expected. We have identified the issue and is being corrected. You are not being charged extra, and no action is required.
Once corrected, your invoice summaries and statements will accurately reflect care management activity.
❓ Why do I now see more detail about care management on my invoice?
Under Support at Home, care management is treated as a service, just like a Helper visit.
This means:
Every care management activity must be recorded
Each activity appears itemised on your invoice summary
A summary appears on your monthly statement
This work is not new, we’ve always done it.
What’s new is that you can now see it clearly and transparently.
👉 You are not paying extra.
Care management costs come from the care management pool you already contribute to.
❓ What happens if I don’t use all of my 10% care management allocation?
Care Management is:
Unlimited when needed
Capped at 10% of your budget per quarter.
If your care management needs total more than 10%, you will only ever be charged 10%.
If you use less than 10%:
The unused portion rolls into the provider-level pool
It does not accumulate for individual future use
Think of care management as a shared safety net, it’s there when you need it and helps ensure all Members receive the right level of support.