Frequently Asked Questions (FAQ's)

Click on the + to expand on each question

Click on the + symbol to expand on each question for the answer. Click on the - symbol again to minimise it.

What is brokerage home care (brokered carers)?

Brokerage means we supply qualified support workers to deliver care on behalf of your organisation, aligned to your care plan and service standards. We also supply to Self-Managed Participants under the Support at Home Program who are seeking to use their own third-party workers.

What types of supports do you provide?

Common supports include:

Personal care (showering, toileting, dressing, feeding, etc.)
Domestic assistance
(general house cleaning, laundry assistance, organising, etc.)
Community access
(transportation, support with appointments, shopping assistance, etc.)
Meal preparation
(cutting up vegetables, fruit, preparing whole meals, warming up meals, etc.)
General assistance with daily activities
(following exercise plans, social support, assistance with paperwork, etc.)
Lawn mowing

What areas do you service?

We provide brokerage support across Melbourne, Geelong, Sydney, and Brisbane, with local carers where possible.

For requests outside of these areas, we assess on an individual basis. We have a recruitment team dedicated to ensuring a quality team of carers who can look into it post approval.

How do we make a referral?

For those with an active service agreement, You can refer via our secure online form or email - just send the care plan and other associated documents, service address, required supports, preferred days/times and we will review it within the hour.

To learn more about a service agreement, contact us now to see how we can help you - even on the same day! Not sure? Feel free to call first or send a general enquiry.

How quickly can you start services?

We review referrals within the hour during business hours and confirm capacity quickly; start times depend on assessment, location, and roster availability.

Are your carers qualified and compliant for aged care?

Yes! Carers hold relevant qualifications (e.g., Cert III Individual Support), current Police Checks, valid First Aid/CPR, updated immunisation statements and role-specific training such as manual handling and dementia-informed care.

Can you follow our care plans, risk assessments, and documentation?

Absolutely! We work within your existing care plans and risk assessments, and only request missing details needed for safe delivery and compliance.

Can you provide consistent carers (continuity of care)?

Where possible, we roster a consistent small team to each client to reduce changes and support familiarity and trust.

How do you handle incidents, workplace injuries, or safety concerns?

We have developed a comprehensive incident management system (IMS) with clear incident reporting processes. Our staff are trained within reportable incidents and serious incident response schemes (SIRS). Our team will escalate promptly to the care coordinator, and document actions taken to support participant safety and compliance.

How will we receive updates and reports?

We can send updates in your preferred template or reporting structure, including the exact information you require for easy internal processing.

What are your contact details?

Phone: (03) 9001 6904
Mobile: 0481 400 228
Email: contact@supportathome.com.au