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 premium plan. If you are interested in enabling this feature 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 specific to SaH.
This guide will walk you through:
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.
Adding SaH Clients
You can enable Support at Home for existing clients individually or in bulk.
Setting Up Clients in Bulk
To enable it for multiple clients at once:
Go to Integrations > CSV Import.
Under Import / Update Clients, click 'Import'.
Select 'Download Client Update Template' to export all client details in a CSV file that you can edit.
Open the file and fill out the following columns for the appropriate clients:
U: Care Recipient ID
W: Participant Type (input 1 for New SaH client, 2 for Transitional client, 3 for Grandfathered client)
X: Service Agreement Start Date
Y: Service Agreement Review Date
AA: Classification (input 1 to 8 for level 1 to 8 classification, or T-1 to T-4 for Transition level 1 to 4 classification)
Upload your edited CSV file and click Next.
If a client is eligible for supplements, enable these manually in their profile.
If a client is likely to have unspent HCP funds at the end of October 31, 2025, update their profile once the final balance is known using this Bulk Client Update process (fill out column AF).
Setting Up Clients Individually
Navigate to Clients > List and click on the client you want to enable Support at Home for.
Click 'Edit' in the Settings section.
Toggle on 'Support at Home' and click 'Update'.
When enabled, the 'Support at Home' tab will appear at the top of the client's profile page. Read this (see below) for detailed descriptions of each section in this tab.
Click 'Save' after filling out the necessary sections.
SaH Tab Settings
Here are the sections in the SaH tab:
Details: Enter the client's Care Recipient ID and participant type.
Each participant type affects the quarterly subsidy budget and contribution rate.
Service Agreement Details: Add a start date, review date, and (optional) end date.
End date: The client's account will be switched off, and will only appear on that month's claim period, not after.
Classification: Choose the government-specified quarterly budget level for the client.
If the client has not yet been approved for full funding, users can reduce the quarterly funding budget amount by 60% (government-specified) by enabling the 'Interim access to funding' toggle (can only be done once).
Supplements: These are additional amounts that are added to the client’s base subsidy if they are eligible to receive them.
Veteran's: You can select a pre-configured amount or add a custom value.
Dementia and Cognition Supplement: You can select a pre-configured amount or add a custom value.
Oxygen and Enteral Feeding Supplement: You can toggle on government-specified amounts for Oxygen Supplement, Enteral Feeding Supplement - Bolus, and Enteral Feeding Supplement - Non-Bolus.
Pathways and Schemes: Enable Restorative Care, End-of-Life, Assistive Technology (AT), Home Modification (HM), and Rural and Remote Supplement schemes.
Enabling a pathway or scheme for an eligible client allows charges to be allocated directly to the corresponding pathway or scheme.
Enabling the end-of-life pathway will pause and stop other SaH funding sources from being used, except for existing AT and/or HM schemes.
Accounts: This is where the client's government contributions and supplements are collected from. This can be configured in the Funds and Accounts page (see below).
If an existing HCP client has remaining HCP funds as of November 1, 2025, these will be classified as HCP Unspent Funds. Toggle on 'HCP Unspent Funds' and enter the client’s balance to charge this account.
You can also add a Supplementary Account for additional services beyond government supplements and subsidies.
Client Contribution Rates: Input rates here. Enable the 'Fee Reduction Supplement' toggle to input the client’s subsidy rate(s) percentage if they are eligible.
Care Plan Activities: Before using this function, you must save the SaH client profile first.
Generate a client-specific price list showing the contribution amounts the client is expected to pay for the selected services.
Add relevant services by clicking the 'Add Service' button, then use 'Export as CSV' to export and download the list.
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.
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: Setup 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.