How it works
From first contact to care at home
Getting support at home does not have to be complicated. Here is the straightforward process we follow at Care Homes On Wheels. We move at your pace, explain each step clearly, and never pressure you to decide quickly.
1
Contact us:
- 02 7241 4513 • 24/7
- info@carehomesonwheels.com.au
- or request a callback using the form on our Contact page.
You can contact us yourself, or a family member, friend or support person can get in touch on your behalf (with your consent).
What happens: We listen to what you need and answer your initial questions.
2
Tell us what support is needed
Share as much or as little as you feel comfortable with. This might include:
- Everyday tasks that are becoming harder
- Clinical or health-related needs
- Language or cultural preferences
Whether you already have a My Aged Care assessment or approval, there are no wrong answers. We are here to understand your situation.
3
Confirm eligibility, funding or private arrangements
- If you already have a My Aged Care approval and support plan, we review it with you.
- If you do not yet have an assessment, we explain how to contact My Aged Care (call 1800 200 422 or visit myagedcare.gov.au) and what to expect.
We can guide you through the process but cannot complete the assessment or approve funding for you. If government funding is not yet available, we can also discuss private-pay options.
4
Meet the team
We arrange a convenient time to talk — in person at your home, by phone, or by video call. Family members or support people are welcome to join, with your consent. During this conversation we discuss:
- Your goals and what matters most to you
- Your language and cultural needs
- Preferences about who provides your care
- Any questions you have about services, timing or costs
This is a two-way conversation. You decide what feels right.
5
Develop a personalised plan
Together we create a clear support plan that matches:
- Your approved Support at Home services and budget (if applicable)
- Your daily routines and preferences
- Your language and cultural needs
We explain exactly what support will look like, how often it will occur, and any contributions that may apply. You receive the details in writing before anything starts.
6
Begin services
Once you are happy with the plan and have signed the service agreement, support can begin. We introduce you to your care team and make sure you feel comfortable from the first visit.
Note: Commencement also depends on funding, workforce and service availability.
7
Review and adjust support
Your needs may change over time. We check in regularly and adjust the plan with you. If a formal review or reassessment through My Aged Care is needed, we can support you with that process.
What you may wish to prepare
You do not need everything ready before contacting us.
It can help to have:
- Any My Aged Care letters, notice of decision or support plan
- A short list of the main things that are becoming harder
- Preferred language or cultural considerations
- Questions about costs, timing or how family can be involved
- Your suburb or postcode so we can confirm we cover your area
Questions you can ask us
- How does Support at Home funding work in my situation?
- Can I choose who provides my care?
- How do you match language and cultural needs?
- What happens if my needs change?
- How long might it take to start services?
- What will any contributions look like?
We welcome all questions and answer them in plain language.
How long each stage may take Timeframes vary for each person.
They depend on:
- Whether you already have a My Aged Care assessment and funding
- The type of support needed
- Current availability in your area
When we speak with you, we will give realistic expectations based on your individual situation.
We will never make promises we cannot keep.
Ready to take the first step?
Starting is simple and carries no obligation.
Request a callback
We listen first, explain clearly, and support you at your pace.