ShiftCare’s Support at Home (SaH) claiming feature allows providers to batch eligible SaH transactions, validate them for errors, and submit them directly to Services Australia for payment using our secure QuickClaim integration.
Before generating a claim, please make sure Support at Home is correctly set up in your account. Read this guide for full instructions.
What Is Included in a SaH Claim?
Transactions charged to any of the following SaH accounts will appear in the claim:
SaH Support at Home Fund Account
Assistive Technology
Home Modifications
End-of-Life Pathway
Restorative Care Pathway
Care Management
Accessing SaH Claims
Navigate to Invoices > SaH Claims from the sidebar menu.
You will be taken to the main Support at Home Claims screen, where you can:
Generate a new claim
Update open claims with new transactions
View previously submitted claims
Export all SaH transactions in a CSV file (see Bulk Transaction Download section below)
Before Generating a Claim
Each transaction must contain all required information to be populated in the claim. To minimise the chance of your transaction line items being rejected by Services Australia during validation, please verify the following details:
Client Set-up:
Confirm each client has a current service agreement that has not expired.
Confirm each client has a matching profile in QuickClaim.
Confirm Services Australia has a record of when the client entered your care for that funding source, and that this date aligns with the period you're claiming for.
Check that each client's name is entered correctly in their client profile (first name in the first name field, last name in the last name field).
Recording Shifts and Transactions:
Use quantities in increments of 0.25. For example: 0.25, 0.5, 1, 1.5, 1.75, 2. Do not use values like 1.33, 2.4, or 3.7.
Confirm every shift and transaction has a valid service ID code. The easiest way to check is to export all transactions as a CSV and review it for missing service codes. If a shift is missing a code, you may need to create a new pricebook that includes the correct service ID code.
Confirm each client is eligible for the services you are claiming.
How to check and edit a transaction:
Open the client’s SaH transaction table by navigating to Clients > List > Client Name > Funds & Accounts from the sidebar menu.
Click the Edit icon on the claim.
Review and update any missing or incorrect details, then click 'Save Transaction'.
Submitting Claims via QuickClaim
Before you can submit claims, please make sure you have connected your ShiftCare and QuickClaim accounts. Read this guide for complete instructions.
Step 1: Starting a New Claim (Validation Phase)
Once connected, you can build a batch of unclaimed transactions to send to Services Australia for validation.
Navigate to Invoices > SaH Claims and click 'Start a New Claim'.
Pick the date range that covers the un-invoiced transactions you wish to claim, and click 'Next'. The system will pick up that transaction and give it to Services Australia for validation.
An 'Open Period' banner will appear with the transaction count and total. Click 'View Claim'.
This will open the claim show page, where you can see your transaction count and total claim value.
You can add additional transactions to an open claim by clicking 'Add Transactions' and selecting a date range.
You can review all your client transactions by clicking the All Transactions tab on the Invoices > SaH Claims page. This provides a clear list of all your recorded transactions and their current status (e.g., Unclaimed, Submitted, or Rejected).
Step 2: Reviewing Validation Statuses
The system will communicate with Services Australia in the background to validate every transaction, and the status will automatically update. You may need to wait a few seconds to see the final statuses.
Pending Submission: The transaction is currently being validated. It first goes through a data input check by QuickClaim before being passed to Services Australia for final validation.
Submitted: The transaction has passed validation and is ready to be claimed.
Rejected: The transaction failed validation. The system will display an error message indicating the cause of rejection.
Step 3: Handling Rejected Transactions
If a transaction is rejected, you can fix it directly from the claim page.
Read the error message in the rejected row.
Click the 'Resubmit' button.
Edit the incorrect value and click 'Save Transaction'. The status will briefly change to 'Pending Submission' before updating back to 'Submitted' once it passes validation.
You can also choose to remove a transaction entirely by clicking the trash can icon. These transactions will be returned to your 'Unclaimed' list.
Step 4: Submitting for Claiming
Once your batch is ready and all errors have been corrected, you can submit the claim to Services Australia.
On the claim show page, click 'Submit for Claiming'.
A confirmation window will appear, showing the total number of services and the final amount. Any remaining rejected transactions will be excluded from the submission.
Confirm the submission. A Claim ID will be generated, the status will change to 'Claiming', and Services Australia will process the claim in the background (taking roughly between a few hours and a few days).
When Services Australia finishes processing and paying the claim, the status will automatically update to 'Claimed'.
To check an already claimed submission, click the three vertical dots in the SaH Claims page and select 'View Submission'.
Step 5: Invoicing Clients for Co-Contributions
Once a transaction is marked as Claimed, it automatically becomes available in your standard invoice generation process, allowing you to bill the client for any required co-contributions.
We have a complete guide on generating invoices, but here are the basic steps:
Navigate to Invoices > Generate.
Select the client and generate the invoice as usual.
The invoice will automatically show the exact co-contribution amounts that Services Australia has determined the provider needs to collect from the client.
Terminating a Claim
If you have started an open claim but realise you made a mistake, you can click the three vertical dots in the upper right corner of the claim show page and select 'Terminate Claim'.
This is an irreversible action that will remove all transactions from the claim and delete it. All transactions will be reverted to 'Unclaimed' so you can start over.
You cannot terminate a claim if the transactions are already being processed by Services Australia.
Bulk Transaction Download
You can download all SaH-related transactions by navigating to the SaH Claims page and clicking 'Export Transactions'.
Once the export is ready, you can download it from the Download Center at the bottom of the sidebar menu.
Along with the data contained in the CSV claim, the download will also contain:
Contribution Rate
Client Rate
Category
Type
Service
Client Contact Details
Description Details
Start and End Times
Please read this guide to learn how to invoice Support at Home (SaH) co-contributions, understand claim status rules, and export invoices to Xero or MYOB.
Important Update Regarding SaH Client Statements:
Currently, the client statements generated within ShiftCare rely on internally modelled calculations. As a result, the figures shown on these statements may not perfectly align with the official data held by Services Australia.
To ensure your clients receive statements that 100% match official government records, we strongly recommend generating your Monthly Client Statements directly through your QuickClaim portal in the meantime, rather than using the ShiftCare statement tool.
Please read these guides:
We are actively working to bring fully synced, accurate statement generation back directly into ShiftCare.
For further assistance with Support at Home (SaH): Claiming and Bulk Transaction Download (Support at Home Claims), please contact our Support team via online chat when you're logged into ShiftCare or email our Support team at support@shiftcare.com.