Aged care is support and services provided to an older person who needs assistance with daily tasks due to age-related challenges. Aged care is mostly funded by the Australian Government and can include assistance with daily tasks, hygiene, health, transport and social connection. The goal is to enable older people to maintain independence and quality of life as they age.

Most older people want to remain living safely in their own homes for as long as possible, and aged care can be provided in their homes. Some older people need more care and support and will move into a Residential Aged Care Home either temporarily or permanently.

How can we help? COTA SA is delighted to be funded by Adelaide PHN to provide a care finder service to vulnerable older people living in the Adelaide metropolitan area.

Older people living in metropolitan Adelaide can contact COTA SA and talk to one of our team of Aged Care Navigators who will be able to assist with information and support options. This is a free service developed to support vulnerable people – who have no one else who can support them – to interact with My Aged Care, access aged care services and access other relevant supports in the community.

The care finders program is there to help people who are not yet receiving aged care services and have no family or friends to help them, to understand and connect into My Aged Care, get assessed, and to choose and engage aged care providers. In the process of this support, the care finders can also refer people onto other community services and supports.

There are many organsations across South Australia and Australia that provide a care finder service. These are listed on My Aged Care

Contact us to talk to one of our Care Finders:

For those who don't require additional support, or who have family members to help them, continue to read below for information on the aged care system and the how to navigate it. You can also begin the process by contacting:

• My Aged Care on 1800 200 422 or go to myagedcare.gov.au

Where do I start my aged care journey?

Starting your aged care journey can feel daunting so a good first step is to consider the everyday things that are important to you, what you can and want to keep doing, and what you need support with.

What is My Aged Care?

My Aged Care www.myagedcare.gov.au is the starting point for people 65 and over (or 50 years and over for Aboriginal and Torrens Islander people) wanting to access Government-funded aged care. My Aged Care is an information webpage, a register of all Aged Care Providers, a customer call centre and national central point of allocating and keeping records of aged care.

How do I contact My Aged Care?

You can contact My Aged Care by phone 1800 200 422 for information or to register for aged care. Your first phone call will take around 20 minutes or longer depending on your needs, so ensure you have the time and personal information before you call. You will need to have your Medicare Card with you before calling. If you want someone to call on your behalf you will need to be with them to give your consent.

Once you are registered with My Aged Care you will be provided your own aged care number which usually begins with the letters AC followed by a group of numbers.

The My Aged Care website has lots of good clear information about aged care

Getting assessed for aged care services – Assessments explained

The next step is having an Assessment in your home. An Assessment agency will contact you to arrange this. There is a bit of a wait time for an assessment due to recent changes to the Assessment agencies and processes, and Assessment agencies are working hard to eliminate these waiting times.

You can prepare by writing a list of things that you find difficult or need support with. Be open and honest at your Assessment and ask questions if you don’t understand or the Assessor hasn’t told you what happens next.

If you are assessed as eligible for Commonwealth Home Support Program services you will find this out at the assessment. Ask the assessor what happens next, and what you have to do next.

You may have been assessed as eligible for Support at Home which is the new program that replaces Home Care Packages on 1 November 2025.

What are differences between aged care services?

From 1 November 2025 the new Support at Home program replaces Home Care Packages and the Short Term Restorative Care Program. The Commonwealth Home Support Program remains the same for now and will transition into the Support at Home program during or after 2027.

Commonwealth Home Support Program Services (CHSP)

Commonwealth Home Support Program Services are the starting point for many older people who need support to continue living at home. The aim of this program is to maintain your independence and work with you, rather than doing things for you, and services can include domestic assistance, shopping assistance, meals, transport, garden and home maintenance, socialising, nursing and allied health.

You can get support through one or more aged care providers using a CHSP code that you are given after an Assessment. There is likely to be a small fee for each service, but most of the service cost is funded by the Australian Government. For example many community social groups and community transport buses are funded by the CHSP program. CHSP services are in high demand and we know that many people find it difficult to find a CHSP provider with available services.

Support at Home

From 1 November Home Care Packages change to the new Support at Home program. For those already on a Home Care Package, you would have received letters and a Support at Home booklet from the Australian Government about the changes, and your provider will contact you and explain what the changes mean to you.

Anyone with, or assessed as eligible for, a Home Care Package on or before 12 September 2024 will continue with the same level of care and will make the same or lower contributions to care costs. People receiving or who are approved for a Home Care Package after 12 September 2024, will have their Support at Home budget matched to their Home Care Package level, but service prices and contributions may vary. Your chosen care provider will explain the changes to you.

Residential Aged Care

Sometimes called a Nursing Home or Residential Aged Care Facility, an aged care home is for people who can no longer live independently at home and need ongoing help with everyday tasks or health care.

Visit My Aged Care for more information about residential aged care including eligibility and costs.

Respite

Respite care is short term temporary support for you and your carer.

There are a variety of ways to navigate the aged care system and find a provider:

My Aged Care Website

Visit and search for information on the My Aged Care website.

Use Find a Provider on the My Aged Care website by entering your location and type of services to give you a list of providers. Under “more options” click on “Show me only providers - with availability” to narrow down your list.

Aged Care Guide

Aged Care Guide is an online and hard copy guide to aged care in your area.

Services Australia Aged Care Line

For telephone support or to make an appointment for a video call or to visit an Aged Care Specialist Officer in a Services Australia branch to talk about aged care options and the costs of aged care, call the Aged Care Line 1800 227 475 Monday to Friday 8am to 5pm or visit the Services Australia Website.

Care Finders

COTA SA is delighted to be funded by Adelaide PHN to provide a care finder service to older people living in the Adelaide metropolitan area. See the Care Finders section of this page for more information.

Other options for your aged care journey

You can choose to engage a private aged broker to help at you at your own cost that will help you find a room in a residential aged care facility or choose a Support at Home provider. Search online for terms like “aged care placement service” or “aged care navigation and placement service”.

Other supports available outside of the aged care system

There are waiting times for most government-subsidised aged care services, and there may be a lack of available services particularly in country areas. Those that are waiting, live in the country or are self-funded retirees may choose to seek support from family, friends, neighbours or private providers for services such as gardening or cleaning. Anyone can source and pay for services privately without the need to go through My Aged Care and the relevant assessments.

Managing your aged care

Build good relationships with your aged care workers and coordinators. Be open and honest, ask questions, express your preferences and raise concerns early. Discuss expectations and responsibilities with your provider.

What if I am not happy with my aged care service provider?

First, have a chat with your aged care service provider first if you are comfortable. All providers have a complaints process.

If you are not comfortable to talk with your aged care provider, contact Aged Rights Advocacy Service (ARAS) on 8232 5377. They can assist you to raise concerns and advocate on your behalf. Aged Rights Advocacy Service ARAS is part of the Older Persons Advocacy Network

The Aged Care Quality and Safety Commission protects and improves the safety, health, wellbeing and quality of life for people receiving aged care services. If you have concerns or complaints visit their website or call 1800 951 822

For more information and support about navigating aged care and ageing well, please contact us to be connected to the right specialist who can assist with your enquiry. Click on the link below for all of our contact details.