Good to know before you call

Yes — most of our first enquiries come from an adult child looking into support for a parent. You're welcome to call, email or fill in the enquiry form on their behalf, and we'll bring your parent into the conversation at a pace that's comfortable for them.

Usually within a week of our first chat — sooner if the need is urgent. We'll always be upfront if a start date isn't realistic.

No. Visits are scaled to what's genuinely needed, whether that's a couple of hours a fortnight or daily support. There's no lock-in contract either way, and if your needs change — up or down — we adjust the schedule rather than holding you to whatever was agreed at the start.

Support at Home is the current Australian Government in-home care program, which replaced Home Care Packages from November 2025, and is accessed through My Aged Care. See our funding page, or ask us — we're happy to talk it through.

Yes — we can work alongside your Support at Home provider or care coordinator, including while a legacy Home Care Package is still transitioning across. Your registered provider stays in charge of your package and arranges for Elvana Care to deliver your services, and we're happy to help you have that conversation with them. See our funding page, or just ask us.

No — from 1 October 2026, personal care (showering, dressing, continence support and similar) is fully government-funded under Support at Home, with no co-contribution. Everyday living services like cleaning and gardening still have a means-tested contribution. See our guide to what changed.

Call us, email us, or fill in the client intake and consent form — whichever's easiest for you. We'll be in touch to arrange a free chat and confirm next steps.

Yes. Every team member completes a national police check before working with clients, and Elvana Care carries public liability insurance.

Nothing is locked in on the first call. We talk through what you need, then arrange for you to meet your carer in person before any ongoing visits are booked.

Yes — plans change and that's fine. Just give us reasonable notice and we'll adjust the schedule.

Once your Support at Home funding is confirmed and you've chosen a provider, we can usually have services started within a week of that first conversation — sooner if the need is urgent. See our guide on what happens after approval for the full picture.

Yes. You're never locked into your first choice of provider. My Aged Care's guidance is to talk to your current provider first if you're comfortable doing so, or you can call My Aged Care directly on 1800 200 422 — the exact process depends on the type of care you're receiving.

Just let us know. We'll talk through what's changed and adjust the visit schedule and mix of services accordingly — nothing about your original plan is locked in for the long term, and it's the same conversation whether your needs have grown or eased off.

Level 2 is for people with lower-level care needs — typically some help with personal care, domestic tasks like cleaning and meal prep, and occasional social support or transport. The actual mix of services depends on your assessed needs and how your provider manages the budget. See our glossary for more terms like this.

Level 3 is for people with intermediate care needs — usually more frequent personal care and domestic assistance, sometimes alongside allied health or nursing support, and generally allows for more hours than Level 2.

Level 4 is for people with high-level care needs — the highest of the four legacy package levels, typically including more intensive or frequent personal care, nursing and allied health support, and help with more complex day-to-day needs.