Support at Home Transition in place

Article contents:
Overview
   > What's changing?
Preparing for the transition
   > From October 15th
Support at Home is Live

 

Overview

We’re making things simpler and smarter by integrating with the Aged Care Provider Portal via PRODA. This change will automatically update all active HCP-funded memberships to dual-funded memberships (HCP and Support at Home). 

Here’s what you need to know: 

What’s changing? 

• Before 1 November: You’ll continue to see services funded by HCP (Home Care Packages) in rosters. 
• From 1 November onward: Services will be shown as funded by Support at Home. 
• No action is required – all updates happen automatically. 
• All historical data stays intact, including: 
• Help Plans 
• Account records 
• Past statements 
• There’s no manual data migration or confusing switchover. It’s all seamless.

 

Preparing for the transition

To make sure you're ready for the changes coming on  November 1st, please work through the steps below. Completing these tasks will ensure your system is fully set up and compliant with the new requirements:

• Make sure you've worked through Steps 1 to 5 of the transition process. These steps are crucial for preparing your system for the upcoming changes.

Need help with steps 1 → 5? View our 10-step Roadmap for guidance.

 

• Set up your integration with the Aged Care Provider Portal (via PRODA). Your integration with the Aged Care Provider Portal must be correctly configured through PRODA.
  • Check your PRODA account is active.
  • Ensure your organisation is linked correctly.
  • Complete the integration setup in your system.

For further guidance check out our support article: Integration with Aged Care Provider Portal (via PRODA).

 

• Add NAPS IDs to All Clients. Every client in your system must have a valid NAPS ID (National Approved Provider System ID) assigned.
  • Go to each client’s profile.
  • Check that the NAPS ID field is filled in.
  • If missing, enter the correct NAPS ID provided by the Department.

 

• Ensure each client has their Care Recipient ID populated, also known as the DHS number in Lookout.
  • Open each client record.
  • Look for the DHS Number field.
  • Add the number if it’s not already there.

Learn more about Lookout’s new tooling in preparation with these articles: Care Management and Budget planning.

They are also covered in these pre-recorded webinars: Care Management and Budget tooling.

 

From October 15th:

• Lookout will use existing information to provide an estimated, read-only preview of what a client’s Support at Home setup will look like.
• To help you prepare, you’ll start seeing banners and preview messages across the platform highlighting the transition from HCP to Support at Home (HCP(Support at Home transition)) funding scheme.
• You’ll be able to create, save, and send Support at Home budgets, with the option to use our new bulk tools for faster processing. 
• Our real-time tracking dashboards have been enhanced, providing you with more precise and more up-to-date visibility into client activity.
• If you're logging time for a transitioning HCP member after November 1, you can now apply a rate and invoice it as an episode of care management.
• The Support at Home funding scheme will be available through the Release Hub, allowing you to enable it early to intake and onboard new Support at Home clients. From November 1, the scheme will be automatically enabled for everyone, so enabling it early gives you the chance to test it in any environment and begin onboarding clients ahead of the automatic rollout.
• Enhancements to Support at Home rates and variants – including improved navigation and the ability to use parent rates and their variants when scheduling.

 

Support at Home is Live

Starting November 1st, and once PRODA access is authorised, Lookout will begin syncing client contributions, supplements, budget allowances, and levels. This process may take until November 5th, depending on response times from Services Australia. Learn more about how data is being synced via Services Australia with our API integration article.

Once synced, this data will replace the estimated preview provided on October 15th. If you need to create new budget service plans based on the updated figures, you can use our bulk tools to quickly create and send them.