Aged Care Reforms 2025: What Every Staff Member Needs to Know

🌟 Overview

As of Saturday, 1 November 2025, the Australian Government’s new Aged Care Reforms officially begin.

This marks a major milestone in aged care, replacing the Home Care Packages and Short-Term Restorative Care programs with a streamlined, flexible, and person-centred model of in-home support.

As a client-facing staff member, it’s essential that you understand what’s changing and how these reforms affect your daily work and client interactions.

🎓 Have You Completed the Training?

All staff must complete the Support at Home Provider Training by 31 October 2025.

You can access the module via the YNA e-Learning System (LMS):

Log into the YNA LMS Portal

The Support at Home Training Module will appear on your dashboard

Complete all sections and ensure your completion status is recorded

✅ Completion Deadline: 31 October 2025
📍 Location: YNA LMS Dashboard

💬 How to Respond to Client Questions

If a client asks about the new reforms, or has enquiries about billing, co-contributions, or service agreements, please:

Refer them to their Care Partner on 1300 023 676, or

Direct them to their Client Handbook for detailed information

👉 Do not attempt to answer detailed billing or agreement-related questions yourself — these must be handled by the Care Partner team.

📨 Client Complaints & Feedback

If a client wishes to submit feedback or a complaint, advise them of the following options:

📞 Call us: 1300 023 676

💻 Online form: Submit feedback here

✉️ Email: feedback@alphasupportathome.com.au

🗣️ In person: Speak to any Alpha Support at Home staff member

📬 Post: Alpha Support at Home, 250 Glen Osmond Road, Fullarton SA 5063

Full details are available in the Client Handbook (page 32).

If the client is not satisfied with how we’ve handled their feedback, they can contact the Aged Care Quality and Safety Commission on 1800 951 822 (see Client Handbook, page 33).

⚠️ Serious Incident Response Scheme (SIRS)

The Serious Incident Response Scheme (SIRS) requires that certain types of serious incidents involving a client be reported to the Aged Care Quality and Safety Commission within 24 hours.

The 8 Reportable Incidents

Unreasonable use of force – hitting, pushing, shoving, or rough handling

Unlawful or inappropriate sexual contact – threats, stalking, or unwanted touching

Psychological or emotional abuse – yelling, name-calling, or deliberate ignoring

Unexpected death – resulting from lack of proper care or service

Neglect – failure to provide necessary care

Stealing or financial coercion by a staff member

Inappropriate use of restrictive practices – physical or chemical restraint

Unexplained absence – a client missing from care

If you witness or suspect a serious incident, you must contact a Care Partner immediately (within 24 hours):

📞 Call: 1300 023 676
📧 Email: caremanagement.sa@alphasupport.com.au

🧩 Key Reform Changes & Worker Resources

Below are key links and resources to help you understand the reforms and your responsibilities under the new system:

📘 Working in Aged Care: A guide for workers under the new Aged Care Act 

🛡️ Whistleblower Protections: Expanded protections for aged care workers 

📄 Code of Conduct for Aged Care (Fact Sheet): 

📜 Statement of Rights: Defines entitlements of older Australians 

💪 Stronger Standards, Better Aged Care: Overview of the new program 

💬 Statement of Principles: Guiding values of the new Aged Care system 

📞 Need Help or Have Questions?

If you have any questions about the Aged Care Reforms or implementation processes, please contact:

Sofi – National Operations Manager
📞 1300 023 676
📧 hello.sa@alphasupportathome.com.au

💡 Quick Summary