We’d like to keep you informed about what to expect in the coming days as we prepare for the Support at Home launch on Saturday, 1 November.

We’d like to keep you informed about what to expect in the coming days as we prepare for the **Support at Home** launch on **Saturday, 1 November**. 



### **Before Launch** 

If you haven’t already, please: 


1. **Connect CareMaster to your PRODA account**, and 


2. **Submit the AC027 form** to Services Australia requesting access to aged care web services via CareMaster. 
    __[For more information, visit our Help Centre.](https://support.caremaster.com.au/en-us/articles/actions-for-caremaster-aged-care-providers-transitioning-from-home-care-packages-hcp-to-support-at-home-sah-We3JCTk5Gx)__ 



### **Scheduled Updates** 

**From 7:00 PM AEDT, Friday 31 October** 
 Our support team will update CareMaster for known service providers migrating from HCP to Support at Home in preparation for launch. 

**Note:** Access to new Support at Home features will be temporarily disabled during this time. 



### **From Midday AEDT, Saturday 1 November** 
 After the Department of Health, Disability and Ageing and Services Australia complete their scheduled outage (ETA midday Saturday), the CareMaster team will conduct **production verification testing** to confirm connectivity with aged care web services. 

* If testing is successful, we’ll send an email confirmation. 


* If any issues arise, we’ll notify you promptly with an expected resolution time. 

Once testing is complete, **Support at Home services will be enabled** in CareMaster, allowing you to: 

* Sync participant data 


* Begin creating Support at Home supports 

 


### **Post-Launch: 1–5 November** 

Please note: some participant budget data may not be visible immediately at launch and could take several days to fully populate. 

* Data in CareMaster will align with the **Aged Care Provider Portal (ACPP)**. 


* We recommend comparing your data with the ACPP before raising any issues. 


* You may need to **re-sync participants periodically** to ensure the latest data is reflected. 

Our support team will be **on standby** throughout the launch period. If you encounter any issues, please **submit a ticket via our Help Centre**. 



### **What’s Included in This Release** 

* PRODA authentication for secure connectivity with Services Australia 


* Support at Home official service list (including three new service organisations) 


* Participant classifications, supplements, budgets, and approved services synced with Services Australia 


* Ability to create fully compatible Support at Home supports with all mandatory data collection steps for accurate invoicing and claiming 

__[Explore our updated Help Centre for step-by-step guidance.](https://support.caremaster.com.au/en-us/articles/support-at-home-DLr2tV9yHx)__ 



### **Coming in December** 

We’re continuing to enhance Support at Home functionality, with the following features planned for December releases: 

* Bulk export for invoicing (CSV upload to Aged Care Provider Portal) 


* Reconciliation of supports and payments via Payment Statement upload (sourced from ACPP) 


* Participant Contribution Invoicing via Xero integration and MYOB export 


* Participant Monthly Statements 

We’ll share more details on these features closer to release. 

 


**Thank you for your continued partnership as we move into this exciting next stage of aged care.** 

 
 The CareMaster Team 

Support at Home – Release Update 30th October

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

Caremaster Two-Factor Authentication (2FA)

Custom Incident Forms

Coordination of Support (Optional)

Advanced Rostering - SIL Houses (Optional)

Xero Integration, Payroll & Invoicing

MYOB Integration, Payroll & Invoicing

KeyPay Integration, Payroll

Reckon Integration, Payroll & Invoicing

Step 3: Financial Integration

Step 1: NDIS Service Import

Step 4: NDIS Export Process (Registered NDIS Providers)

Step 2: CareMaster Configuration & Rostering

Guided Onboarding

Error - Support start time must be before end time

Why are kilometers missing from a timesheet?

Why am I missing timesheets?

Why does the support on the Worker app not allow me to add kilometers?

Why am I getting kicked out of CareMaster desktop?

Updating a shift to overnight/active overnight

Passwords reset and activation emails

How to stop a service showing on the roster or being included in roster emailed to the participant.

CSRF token mismatch

How to Contact the Customer Care Team for Support

Top Troubleshooting FAQ's

Children's Services Award

CareMaster Awards

Worker Run Sheet Report

Dashboard Reports - Where do the target figures come from?

What do the property reports show?

What do the supports reports show?

What do the voucher reports show?

What do the account reports show?

Custom Reports for Participants and Staff/Volunteers

Reporting User Guide

Admin Reports

What do the Participant reports show?

Participant Reports

How do I change the fields on the worker list report?

What do the Staff/Volunteer reports show?

Worker Summary Hours Report

Worker Reports

Reporting

CareMaster Data Export

How to Request CareMaster Training

How to request a CareMaster Software Update?

How to send emails from a different email address?

How to Clear Google Chrome Browser Cache?

Understanding CareMaster Licences

Feature Request Form Update

General

Alerts User Guide

How to hide certain alerts?

Alerts

NDIS Splitting Participant funding into different Budgets

Service Agreements

The Participant Profile User Guide

How to create a new participant or client

How to use case notes

How to Manage Participant Funding Limits

CHSP service List and Mandatory Reporting Required from 1 July 2025

How to check over reported DEX data? 

What is the CHSP reporting process?

How to create a new client record from a My Aged Care client record snapshot?

CHSP Participant Guides

HCP Subsidy Increase 01.10.2025

Adding HCP Km's to a Support and a HCP Statement

User Guide: HCP Funded Participants Setup Guide

Understanding your HCP Statement

How can I add HCP leave for a client?

How to add an adjustment to a generated HCP statement?

How to email a HCP statement to a client?

How to regenerate a HCP statement after adjustments?

How to generate a HCP statement for a client?

HCP Participant Guides

How to Send SMS/Email Reminders to Clients?

How to change what shows on the Participant List page?

User Guide: Recording Medication Usage for Participants

User Guide: Bulk Assigning and Unassigning of Participants and Workers

How to create new Agencies

Participant/Client Leave Requests

Participants

Incidents User Guide

User Guide to Printing Incidents

Incidents

Properties User Guide

Properties

Settings Overview User Guide

What do the System Settings mean?

What do the worker app settings mean?

What do the client app settings mean?

How to hide unpublished rosters using Confirmed status

User Guide: How to Automatically provide workers access to clients for scheduled supports

Settings

How to deactivate user accounts 

User Guide: Staff/Volunteers

How do I add a new Worker?

Changes to Worker's Emails and Password Reset

How to change what shows on the Staff/Volunteers List page?

How to exit workers in CareMaster

How to Send SMS/Email Notifications to Workers?

How to Create Worker Timesheets

Working With Children Checks

What access does each user level have?

Staff/Volunteers

Home Page

Company Message Centre

Logging In

How To Reset A Password?

How to submit a feature request

Home

Using The Roster Optimiser - Single Support

Single Shift - Worker Optimiser

Locations & Destinations

Participant Data Setup

Checklist

Using The Roster Optimiser - Bulk Optimise

Worker Data Setup

Roster Optimiser

Roster Page User Guide

How to customise the Roster view

How to Email Rosters to Workers?

How to Email Rosters to Participant?

Service Organisation Roster view

Unassigned Supports - Coordinators and Vehicles rosters views

How to resolve email authentication errors when emailing?

Roster

Creating Supports for a different Time Zone

Creating Therapy Supports with 50% Travel change.

How do I Cancel a Support/Shift

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

Creating and editing a Recurring Booking

Grouped Supports

Transaction List Export

How to advertise / broadcast available shifts to workers?

NDIS Non Face to Face Supports

Support Display - App Data Tab

How to create Provider Travel supports to invoice participants and generate worker timesheets.

How to Use the Manage Button to Change Supports?

How To Limit Support Services to Approved Services Only

How to restore a deleted support?

How to Claim / Invoice Cancelled Services?

How do I bill for NDIS transport?

How to use 'Quick Save' on the Supports Page

How to create Service Organisations

Supports

Vehicles User Guide

Vehicles

Voucher User Guide

Voucher

Set up Cancel Codes

Data Overview User Guide

User Guide: Case Notes

User Guide: Location Data

How to add additional leave request types?

App Note case note category

Public Holidays

Staff Logs

Letters and Bulk Emails

Data

User Guide: Documents

Documents

News Items

CareMaster News

Security Logs

Service Importing - NDIS Price Guide update

Editing Service Organisation Details

Admin Overview User Guide

What do the access permission roles mean?

NDIS Claims uploads into CareMaster

Editing Company Details

DEX Integration

Elmo Integration - Unpublished

Reckon Integration - Unpublished

KeyPay Integration

Employment Hero Integration

MYOB Integration

Xero Integration

How To Invoice Clients/Participants Manually?

External API Integration

Integrations

How to Export a NDIS Bulk Payment CSV for PRODA upload?

NDIS Export, Invoicing and Claims Upload process

How to Update the NDIS Prices after a New Price Guide?

User Guide: NDIS Service Import

How to update a Service item's price?

What is a service statcode?

Statistics User Guide

Child Services Award increase 01.03.2026

Aged Care and Child Services Award Rate Increase 01.01.2025

Aged Care Award Rate Increase 01.10.2025

SCHADS Award Rate Increase 01.07.2025

Award Updates - SCHADS and Child Services

Administration

CareMaster

Support at Home – Release Update 30th October

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Support at Home – Release Update 30th October

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