This guide is designed to assist service providers in navigating the transition from existing Home Care Package (HCP) membership plans to the new Support at Home membership plans. With upcoming changes in care management, service delivery, and travel policies effective from 1 July, it's essential to understand and implement the new structures to ensure compliance and optimal service delivery.

Starting 20 May, new tools will be available to facilitate creating and managing Support at Home membership plans. These tools are designed to streamline the transition process, allowing providers to update plans and pricing structures efficiently and at their own pace.

This article provides step-by-step instructions on:

By following this guide, service providers can ensure a smooth transition to the new Support at Home framework, maintaining continuity of care for clients and aligning with the latest funding and policy requirements.

With changes to care management, service delivery, and travel structures, it’s time to update your membership plans. This guide walks you through how to create new Support at Home membership plans and prepare for the upcoming changes effective 1 July.

Membership plans are getting stripped back due to the policy and structure of the new funding scheme. This means things like travel and care management fees are removed from Membership plans. Given these substantial changes, it's essential to refresh your Membership plans to align with the Support at Home requirements. This involves:

By proactively updating your Membership plans and pricing structures, you can ensure compliance with Support at Home, maintain service continuity for your clients, and position your organisation for success in the evolving aged care landscape.

Creating new Membership plans - starting 20 May, you’ll have access to tooling in the Membership view to:

Applying pricing - Once your plans are set up, you can use Lookout to automatically determine if HCP or Support at Home pricing applies, based on the service delivered. You can then assign new pricing structures according to the latest funding and service guidelines.

Bulk transition tooling - To simplify the process, a bulk transition tool will be available from 20 May. This tool lets you move all your current HCP members to new Support at Home Membership plans in one streamlined process.

All the above means Membership plans are simplified. These can be structured as variants or listed separately in your pricing.

Despite these changes, Membership plans remain valuable for grouping and managing clients by type (e.g., regional, metro, or self-managed). Continue using them to cohort similar clients effectively.

Below is a visual timeline to show you a proposed schedule for mapping your HCP membership plans in preparation for the Support at Home initiative:

We will now walk you through the process of creating a new Membership plan in Lookout. Note that a Lookout service must be linked to a Support at Home rate before being added to a Membership plan. Refresh your memory on Support at Home service rates with the following article: Support at Home service prices

The following steps show how add a new Support at Home Membership plan.

Navigate to Settings by clicking the three dots next to your name in the navigation bar, and then select Membership plans under the Care heading.

Click the top right blue button labelled New membership plan.

Name your new plan. You will see under the Funding scheme type drop-down an option for Support at Home. Clicking this option removes the additional options listed below the funding scheme drop-down. This is to help streamline the process. When you are ready, click the blue Save button.

On the next screen, you will now add your rates. Press the Add rates button.

You will then have a side-panel appear with your rate selection. As a reminder, the rates that will appear here for selection are the ones you previously imported when building your Support at Home service list. If you have yet to do this step, or want a refresher on this process, please see the article – Support at Home service prices

Select the rates you wish to apply to your new Membership plan then save. The side-panel window will now disappear and you will see the linked rates to your new Membership plan listed.

Now that we have set up our new Support at Home Membership plans, it’s time to assign our members to these new plans.

From the main Lookout screen, navigate to the Care section in the main side menu, and then select Members.

Here, you will see our new bulk selection tick box feature next to each member’s name.

Using this new feature, select from the list of members those that you want to remap to your new Membership plan. A pop-up will appear letting you know how many members you have selected and the new Map to SaH Membership Plan button.

Clicking this option will open a side-panel window again. Here, you will choose your Support at Home membership from the Please select an option dropdown.

You will also see an information box underneath confirming these members will migrate on 1 July. Until then, they will follow their current setup.

Select from the drop-down options the Membership plan you wish to map these members to. Then, hit the top right blue button labelled Map to plan.

This membership will now replace the current plan from 1 July 2025 for the Support at Home transition. A green confirmation message will appear indicating the remapping was successful.

When refreshing your Members page, each member you previously selected will now have information within the Mapped SaH Plan column on your screen. In the example below, you can see the plan name they are now mapped to. You can update or change this selection prior to 1 July launch. We have set this feature to be flexible to help you during this transition.

Using access roles in Lookout

Support at Home analytics dashboard

Support at Home service prices

Support at Home transition dashboard