Frequently Asked Questions

We offer two ways to manage your Support at Home funding. Fully managed care (our most popular option): we keep 10% of your quarterly funding as a Care Coordination fee, and the remaining 90% is available for all your support services — personal care, domestic help, transport, social support and more — delivered by our own employed staff or vetted Associated Providers, with no extra management fees on top. Self-managed funding: we still take the standard 10% Care Coordination fee from your quarterly funding, but you arrange your own support workers or suppliers — and we charge a 10% Administration fee on those external invoices to process payments, manage compliance and handle reporting. We'll provide a clear fee schedule and sample statements so you can see exactly how your budget is used under each option.

It covers your initial assessment and ongoing care planning; matching you with suitable support workers or Associated Providers; scheduling, rostering and managing changes to your care; regular reviews and adjustments to your plan; liaison with My Aged Care, health professionals and family (with your consent); and handling complaints, incidents and quality assurance. In short, it covers the professional oversight that keeps your care safe, coordinated and aligned with your goals.

For self-managed clients, the 10% Administration fee applies to invoices from support workers or suppliers you arrange yourself. It covers verifying worker or supplier qualifications, police checks and insurances; processing payments and payroll-related administration; maintaining records and reports for the Support at Home program; and managing any issues or incidents related to those workers. You still retain control over who you engage — we simply ensure everything remains compliant and properly documented.

We aim for complete transparency. All fees — including the 10% Care Coordination fee, the Administration fee for self-managed arrangements, and our service rates — are explained in writing before you sign your service agreement. If you decide to change providers, your unspent funds for ongoing services move with you under the Support at Home program, and any exit or cancellation terms are clearly set out in your agreement.

Yes. Your needs and preferences can change over time — if you start with one option and later want the other, we can adjust your arrangement at your next care plan review, or sooner if needed. Your unspent funds move with you under the Support at Home rules, and we'll make any transition as smooth as possible.

Most of our care is delivered by Silvergrace Care's directly employed support workers, which gives us strong control over training, quality and continuity. In some locations, we work with Associated Providers — contracted partners — to ensure we can service you promptly. These providers are carefully selected and subject to our ongoing compliance and quality checks, including regular audits, feedback and performance reviews. You'll always be told who is providing your care, and can raise any concerns with your Care Coordinator at any time.

Our Associated Providers are contracted partners who must meet Silvergrace Care's compliance and quality requirements, including appropriate qualifications and experience; current police checks and any relevant working-with-vulnerable-people checks, plus insurances; adherence to our policies on safety, incident reporting and client rights; and ongoing performance monitoring, client feedback and periodic audits. We only continue working with partners who consistently meet our standards — if you have any concerns about a worker or provider, tell us and we'll act immediately.

With fully managed care, we design your care plan, schedule all services, and manage all support workers and providers — you have one point of contact and one team responsible for everything. It's best for clients and families who want a hands-off, fully supported experience. With self-managed funding, you choose and arrange your own support workers or suppliers (within program rules), and we handle the paperwork, compliance checks, invoicing and reporting on those arrangements. It's best for clients or families who want maximum choice and control over who provides their care.

Yes. If you prefer to choose and manage your own support workers or suppliers, we offer a self-managed funding option. We deduct the standard 10% Care Coordination fee from your quarterly funding, and apply a 10% Administration fee on invoices from your chosen workers or suppliers to cover payment processing, compliance checks and reporting. This gives you flexibility while Silvergrace Care still oversees compliance, safety and budget management.

For self-managed clients, the 10% Administration fee applies to invoices from support workers or suppliers you arrange yourself. It covers verifying worker or supplier qualifications, police checks and insurances; processing payments and payroll-related administration; maintaining records and reports for the Support at Home program; and managing any issues or incidents related to those workers. You still retain control over who you engage — we simply ensure everything remains compliant and properly documented.

Yes. Your needs and preferences can change over time — if you start with one option and later want the other, we can adjust your arrangement at your next care plan review, or sooner if needed. Your unspent funds move with you under the Support at Home rules, and we'll make any transition as smooth as possible.

Silvergrace Care provides Support at Home services across all of Australia. Wherever you are, we can coordinate your care and connect you with our employed support workers or our network of Associated Providers who meet our quality and compliance standards.

Yes — we support clients across metropolitan, regional and remote Australia. In some areas, we may deliver care through our Associated Providers to ensure timely access. If you're in a remote location, contact us and we'll confirm how we can best support you, including any travel arrangements or minimum visit durations that may apply.