To use the Support at Home integration, your organisation must be a registered Support at Home provider.
Support at Home features are only available on the Intelligence (formerly Premium) and Enterprise plans (for more information, see ShiftCare Pricing). If you are interested in enabling Support at Home on your account, please fill out this form:
ShiftCare’s Support at Home (SaH) feature helps providers align with government requirements by managing client settings, price books, and claiming processes. By using our QuickClaim Integration, you can sync client data directly from Services Australia, batch eligible transactions, and submit claims seamlessly.
Connecting your QuickClaim Account
Before you can sync clients or submit claims, an Admin user must establish the connection between ShiftCare and QuickClaim.
Navigate to Integrations > Browse from the sidebar menu.
Locate the QuickClaim Services Australia tile and click 'Enable'.
Enter your QuickClaim Organisation ID and API Key (provided by QuickClaim).
Select your specific service provider from the dropdown menu and click 'Save'.
Syncing and Setting Up Clients
The Client Sync feature automates this step by keeping your ShiftCare records lined up with Services Australia.
Navigate to Integrations > QuickClaim from the sidebar menu.
In the Client Sync card, click 'Sync now'.
The system will compare your active clients against Services Australia and display how many clients matched and how many did not.
Click 'Review sync' to see the results:
Matched: Participants that are successfully linked to a ShiftCare profile.
Not Matched: Services Australia participants who do not have a ShiftCare profile yet. To bring these missing participants into ShiftCare, click '+ Create profile' (or click 'Apply all changes' to create everyone on the list). The system will pull their name, DOB, and gender from Services Australia and instantly link them. The sync will never create new client profiles automatically.
To successfully link a Services Australia participant to a ShiftCare client, their details must match exactly. Profiles with mismatched information will create duplicate profiles. We are currently working on a partial matching feature to address this.
After syncing, you can check your client's profile by navigating to Clients > List > Client Name > Support at Home tab.
On every sync, your linked clients' Support at Home agreements are automatically refreshed. Because Services Australia is the source of truth, these synced fields will appear as read-only so they aren't accidentally edited by hand:
Care recipient ID
Classification level
Participant type
Start date
Assistive Technology/Home Modification schemes
End-of-Life/Restorative pathways
HCP unspent amounts
Contribution rates
ShiftCare will skip any blank values sent by Services Australia to ensure your existing data is never wiped.
These fields will be managed by you and editable:
Review date
End date
Fee reduction
SaH balance
Provider-held participant portion
Service delivery branch
In the Sync Settings card, you can turn on Nightly automatic sync. Once enabled, the system will automatically refresh linked client details every night around 2:00 AM (AEST).
Setting Up SaH Price Books
You can add SaH price books individually or import SaH price books from the official price guide.
Adding Price Books Individually
Navigate to Account > Prices.
Go to Actions and click 'Add Price Book'.
Click the 'Programme' dropdown menu and select 'Support at Home'.
Complete the rest of the options:
Contribution Category: Choose from Everyday Living, Independence, or Clinical.
Service Type
Service: Tick 'Custom Name' to give the Service a custom name.
If you want to choose a different unit type instead of hours, tick 'Fixed Price Only'. A 'Unit' dropdown box will appear, allowing you to choose between Meal, Trip, or None.
Note: You cannot add duplicate service names with the same service code. If a duplicate is needed, tick 'Custom Name' and enter a unique name.
Click 'Create' after filling out the sections.
Note: When configuring a price book as fixed price only, there’s no option to support different prices for different times of day. To apply different rates, create separate price books.
Importing SaH Price Books
Navigate to Account > Prices.
Go to Actions and click 'Import SaH Price Guide'.
Tick the checkbox(es) beside the Price Book(s) you want to import and click 'Add'.
Tip: In the Account > Prices page, use the Support at Home filter to show only SaH services.
Managing SaH Funds and Accounts
When a client is enabled for SaH, the 'Funds & Accounts' tab will appear under their name in the sidebar menu.
At the start of each quarter, ShiftCare automatically calculates and updates the balance to include the expected government subsidy and any rollover amounts from the previous quarter.
The Projected Balance tab displays an estimate of the balance of funds at the end of the current quarter.
The Accounts tab displays up-to-date balances for the client’s SaH accounts, as well as the number of billable care management hours provided to the client.
The Recent Transactions table details all the transactions that have been charged to the client’s accounts to date.
Note: Transactions entered manually through the 'Add Transaction' button appear immediately. However, shift-related transactions are updated during set processing times throughout the day and may not be displayed in real time.
Click the 'Add Transaction' button to charge non-shift-related items to a client’s Support at Home account.
In the pop-up window, you can fill out the following sections before clicking 'Save Transaction':
Enter the date of the transaction.
Select whether it's a 'Deposit' (add to the balance) or 'Expense' (subtract from the balance) from the dropdown menu.
Enter the amount in dollars.
Select the type of transaction that was given/performed. Important: If the transaction is a service, choose the 'blank' option.
Enter a number in the quantity field and select a unit from the dropdown menu (e.g., hours, meal, voucher, etc.) to define the transaction amount.
The 'Invoice to client' tickbox is enabled by default. This can be disabled if needed.
Select the account to charge.
Select the service category and type. The Service Code will automatically appear after filling out the details.
Type out a relevant description and/or note.
Upload relevant files.
Click 'Additional Details' if needed.
Select 'Other' under Late Reason when submitting transactions more than 60 days after the end of the budget it relates to. You will need to include a justification for the late submission.
Select how the item was purchased (Online, Phone, or Direct Purchase).
State the type of organisation that provided the loan (if applicable).
Select whether a third party delivered the item and whether it is a prescribed item.
Enter the invoice number linked to the loan transaction (if applicable).
The Statement tab displays a table allowing you to track claim amounts and remaining balances over time.
Charging Shifts to SaH Accounts
When creating a shift for a SaH client:
Select the appropriate SaH price book.
Choose the correct SaH fund/account.
Fill out the rest of the shift details as usual.
Notes:
Supplementary accounts are for services that extend beyond government supplements. As such, transactions charged to this private account will not flow through to the Support At Home claiming process in ShiftCare.
The SaH care management account is used to track billable care management activities provided to the client.
If you’ve already scheduled recurring shifts beyond November 1, 2025, and then enable Support at Home for a client:
Existing shifts retain their original price book and fund settings.
To apply SaH price books and funds, manually edit the existing shifts to update them.
Tracking Care Management Activities
Care management is a key component of the Support at Home program. Providers receive a dedicated pool of funds, drawn from their SaH clients’ budgets, specifically for funding care management activities.
Tracking these activities ensures compliance and allows providers to:
Claim billable care management activities from Services Australia.
Monitor billable hours to meet the minimum requirement of 1 hour per month per client.
To track these activities, create a shift and charge it to the client's SaH Care Management account.
To use this functionality, enter your current management fund in the system.
Navigate to Account > SaH Settings and click 'Edit' in the Service Delivery Branches section.
Enter your current Care Management fund balance in the 'Current Balance' field and click 'Save'.
You can review all billable care management activities in Reports > SaH Care Management. This page provides a detailed breakdown of:
Value of billable activities already claimed.
Value of care management funds pooled from SaH clients.
Value of billable activities incurred to date.
Remaining available care management balance.
Billable care management activities are displayed across three tabs:
List of Activities: all recorded activities
Clients: aggregated billable amounts per client
Service Delivery Branch: aggregated billable amounts per branch
To keep your records up to date or share data externally, you can export these records as a CSV file. Click 'Export CSV', and once the file has finished generating, it will be available in the download center.
Note: Care management activities are not updated in real time. Please allow up to 24 hours for new activities to appear.
For further assistance with Support at Home (SaH): Setting Up QuickClaim and Management Guide, please contact our Support team using online chat when you're logged into ShiftCare, or email our Support team at support@shiftcare.com.