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As Australia prepares for the Support at Home rollout on 1 November, aged care providers across the country are adapting to a new way of delivering services. Liza, Care Partnering Lead, is at the forefront of this change, guiding both clients and staff through the transition with compassion, clarity, and leadership.
“This is about true partnership, with clients, their families, and the broader care team. We’re not just delivering services; we’re walking alongside people to help them stay independent and achieve their goals.”
With a deep understanding of both the aged care landscape and the personal impact of change, Liza is championing a Care Partner model that places clients at the centre of their care; empowering choice, building trust, and ensuring support remains flexible and responsive as needs evolve
The evolving role of care partners: A new era of Support at Home
From 1 November, the national Support at Home program will roll out, bringing significant changes to the way aged care services are delivered across Australia. At Ozcare, our Care Partners are at the heart of this transition, ensuring clients continue to receive personalised, flexible, and high-quality support in their homes and communities.
From service providers to partners
The shift from the traditional care model to the Care Partner role reflects a deeper, more collaborative approach. Care Partners work closely with clients, their families, friends, advocates, and medical professionals to design personalised care plans that reflect real needs, preferences, and aspirations.
Ozcare Care Partners are there from the very beginning, helping clients navigate the My Aged Care system, explaining options, and co-developing care plans and budgets that can evolve as needs change.
“People can feel overwhelmed when they first start this journey,” says Liza. “We love being there from the start, listening, planning together, and painting a clear picture of what support can look like.”
Empowering clients through choice and clarity
One of the key differences in the new model is how Care Partners empower clients to make informed decisions. They explain recommendations in plain language, document client preferences, and collaborate with clinical teams to balance personal choices with clinical and financial realities.
“We make sure clients understand their options, and we respect their choices. Our job is to give them the knowledge and confidence to make informed decisions,” Liza explains.
Staying connected and adapting over time
Care Partners don’t just set up care and step back, they stay closely connected. Regular check-ins, whether by phone, email, or home visits, keep services relevant, with at least one formal review each year or after any significant change in circumstances.
When needs increase, Care Partners gather evidence from specialists, GPs, carers, and support staff to fast-track reassessments and secure additional services. When goals are achieved, care plans are updated to reflect new priorities, keeping clients in control of their evolving support.
“We want clients to feel heard and supported, not lost in a system,” Liza says. “Our conversations are real, personal, and focused on what matters to them.”
Behind the scenes: Smart systems
Care Partners coordinate with Ozcare’s Nursing and Allied Health teams and trusted external providers to ensure a seamless, holistic approach. For clients with more complex needs, case conferences bring everyone together to ensure the proper support is in place.
Our client management system allows teams to update care plans instantly, track services, and message in real time. This ensures support staff always have the most current information, and feedback loops stay strong.
Prepared for change — together
With the Support at Home rollout, Ozcare has invested heavily in training, mentoring, and technology to ensure a smooth transition for clients and staff alike.
“Change can be scary, but we’ve spent months preparing, training, and refining our systems. Clients can feel reassured that we’re ready,” says Liza.
As connectors between clients, health professionals, and services, Care Partners are becoming increasingly influential in shaping the future of aged care.
“What excites me most is seeing my team make a real difference. There’s nothing better than helping someone stay independent and thrive in their own community.”
Support at Home represents more than just a policy shift, it’s a new way of caring. With Care Partners leading the way, clients can feel confident knowing they have a trusted partner by their side every step of the way.