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Go Live considerations

Get ready for the Support at Home weekend launch! This guide highlights key considerations, essential steps to complete, and important topics to keep in mind. You’ll also find links to resources, escalation procedures, and everything you need to ensure operations run smoothly throughout the launch weekend.


The Lookout Way support

You can find additional information in our Support articles and FAQ pages, which cover a wide range of topics. If you can’t find the answer you’re looking for, Lookout will have Customer Support on call for urgent, business-critical issues that arise over the go-live weekend. All requests should be logged via the Customer Support portal.  Please note that you may need to create an account to access.

Internal real-time dashboards have been established to monitor system health across the platform and our integration with Services Australia. Our team will closely monitor these dashboards over the weekend and provide regular updates on the transition’s progress here.


Let your team know

We’ve put together a few recommended steps to help support your team over the Support at Home weekend.

Share the Support at Home resources:

  • Advise Helpers of a central SaH resource that members and loved ones can access to learn more about the changes.
  • Remind helpers and field workers that Support at Home is going live this weekend to avoid confusion during visits.

App changes:

On November 1, workers will notice some updates in the app:

  • New rate names and service labels (aligned with Support at Home terminology). Example: HCP Domestic Assistance → SaH General House Cleaning.

Recommended approach:

  • Know your internal escalation pathway for the weekend. Provide clear escalation steps for helpers (who to contact if they encounter issues on the weekend).
  • Ensure rostering, finance, and payroll teams know how to identify and correct rate mismatches.


  • Confirm who will monitor early billing or payroll data post go-live to catch discrepancies quickly.

 

 

Prior to 1st November

  • Be sure to complete the first 6 steps of the 10-step Roadmap.
  • Complete ACPP via PRODA.
  • Ensure “Allow Helpers to record transport” is enabled/confirm Client Transport is still available where relevant.
  • Review your rosters for the first weekend and ensure they are looking as you expect.

 

 

After 1st November

Billing runs:

  • Ensure you complete a final HCP inclusive Billing run to 31st October 2025.
  • Prior to completing your first SaH inclusive Billing run, it is critical that you have completed mapping your visits and Purchase Orders to include all SaH codes.  
    • Once a Billing run is completed, invoices are locked in and can not be easily adjusted. Any changes made after this point will be complex and time-consuming for both your team and Lookout to resolve. 
If this isn't completed, you will not be able to claim for the visits you have completed.
  • Review reports in Data Export and Analytics - If you have any custom-built reports for HCP data, be aware of them and review the HCP to SaH integration and automation article.
  • Ensure you are closing out the final HCP month and complete a final billing run to 31st October 2025.
  • Stay tuned for steps 7-10, coming soon!