The introduction of Support at Home reforms has marked one of the most challenging periods in recent memory for CHSP providers. At the November City and Eastern Sydney CHSP Forum, services spoke candidly about the realities of delivering care amid reform uncertainty, rising administrative demands and growing client confusion.
Providers described significant administrative workloads following the November changes, including updating care plans, service agreements, policies and CRM systems. For many organisations, particularly smaller place-based services, compliance activity has consumed months of organisational focus. As one provider put it, “compliance saps away your joy.”
At the same time, the burden of reform is increasingly falling on clients. Services reported growing confusion about the differences between CHSP, Support at Home and Home Care Packages. Some clients are declining registration altogether due to complexity and data requirements, while others are reverting from Support at Home back to CHSP because of affordability concerns. In many cases, clients are engaging with new requirements not because they understand them, but because they trust their provider.
The forum also reinforced the continued importance of CHSP for vulnerable communities. Providers highlighted the program’s effectiveness in supporting CALD communities, older women, carers and people with increasingly complex needs. The flexibility enabled by block funding remains critical, allowing services to respond early, prevent escalation and maintain social connection. These strengths were echoed in the recent ANAO CHSP Audit consultation, which emphasised CHSP’s strong return on investment and its role in reducing downstream costs such as residential care.
Workforce strain was another dominant theme. Change fatigue and compliance fatigue are real, particularly in organisations without dedicated risk or legal teams. Despite this, providers spoke with pride about the dedication and resilience of their staff, even as concerns grow about long-term sustainability under Support at Home reforms.
These pressures were reflected in the experience shared by Esta Paschalidis‑Chilas, Chief Executive Officer at 4CS, who spoke about the past year as one of the toughest in her 35-year career. Esta described the growing complexity of business-as-usual home aged care delivery, with client needs increasing faster than package levels and funding adjustments. She also highlighted the challenge of preparing for reform amid shifting timelines and delays from system vendors, alongside the impact of multiple audits and assessment processes within a short period.
Together, these demands consumed months of organisational focus and placed sustained pressure on staff morale. Esta emphasised that while readiness for reform is important, compliance must come first, noting that “if you’re not compliant, there’s no point being ready,” and spoke to the difficulty of balancing mission, affordability, commercial viability and long-term sustainability, particularly for small to medium, place-based organisations.
Looking ahead, the forum strongly cautioned against a “wait and see” approach. Providers were encouraged to actively plan for transition, explore partnerships where appropriate, and carefully consider options such as mergers or shared services, while recognising the importance of trust, relationships and shared values in any future decisions.
What was clear from the discussion is that while reform is inevitable, the sector’s collective experience, values and commitment to person-centred care remain its greatest strength. As uncertainty continues, maintaining connection, sharing intelligence and advocating together will be critical to ensuring reform does not come at the cost of the communities CHSP was designed to support.
As the sector works through the changes landing between now and June, attention is increasingly turning to what July will bring and how services can prepare in practical, realistic ways. The City and Eastern Sydney CHSP Forum continues to provide a space for providers to test assumptions, share emerging challenges and learn from one another as reforms unfold.
The CHSP Network brings together leaders and frontline staff from across the region for open discussion, practical learning and clear communication. It’s a space to share what’s happening on the ground, unpack emerging requirements, and strengthen services so the transition is planned and manageable.
The network kicks off Wednesday 25 February, 10:30am–12pm, with a morning tea at Inner Sydney Voice. We strongly encourage participation in this first session — we’ll relay what we’ve been hearing across the region and plan what we want to work towards in 2026.
Following sessions will be held online 10:30am–12pm on 6 May, 24 June, 26 August and 28 October.
To be involved, please email sspo@innersydneyvoice.org.au.
Please email sspo@innersydneyvoice.org.au to be involved.