The new Support at Home reforms come into effect on 1 November 2025. Many of the real claims and portal integrations won’t be live until then. But in these final days, you can (and should) focus on the foundational work that gives you a smooth start. Below are the steps you can take now, what is controllable, critical, and high impact.

1. Confirm Access, Roles, and Cutover Readiness
Ensure everyone who needs portal access has Services Australia accounts and correct roles. Review and update your organisation’s GPMS-registered details such as address, bank, ABN, and user contacts. With your CMS vendor, validate what switches or features flip at midnight on November 1. Ask which module components go live and which may be delayed or phased. Create a “first hours” run-sheet covering who logs in, who submits the first claim, who verifies outputs, and who escalates issues.

2. Clean, Map, and Lock Your Data
Scrub your client and service registers now, checking identifiers, dates, and funding statuses. Align your service and price lists to the new model by mapping your internal codes to the new scheme, including rounding or minimum service rules. Freeze master data if possible so no major changes occur in the last days. Export and archive key snapshots such as client lists, open services, and unpaid claims as a reference before transition.

3. Run Draft Flows Within Your System
Although full submissions may not be accepted until November 1, your CMS will often let you generate draft claims, invoices, and statements. Pick a week or set of client services and create a “pretend run.” Generate draft invoices or statements, review them for logic and formatting issues, and reconcile totals against your roster. Compare your outputs to published sample layouts or schema if available. Walk through the approval step internally so your team knows who reviews drafts and who signs off before submission.

4. Prepare Your Day One Playbook
Write a short, actionable guide your team can follow in the first 24–48 hours. Include portal status checks and login verification, how to submit the first small batch of claims, verification steps to match claims with statements, backlog planning and submission waves, who to call for vendor or government support, and how to communicate with staff and clients during the day. This ensures that when the gates open, your team isn’t scrambling—they’re following a plan.

5. Strengthen Cloud-Focused Cyber Security
You may not manage patches on your vendor’s platform, but there is plenty of security work you can do. Enforce multi-factor authentication for all accounts and remove unnecessary admin privileges. Ensure that devices, browsers, and endpoints staff use are up to date, encrypted, and protected. Audit who can export or delete data in your CMS, enable audit trails, and restrict third-party app permissions and browser extensions. Remind staff about phishing risks, especially emails referencing the “new Act” or unexpected prompts. Activate or update your incident response checklist with vendor contacts, roles, and communication plans.

6. Short, Targeted Staff Prep
Run micro-training sessions of five to ten minutes per role, focusing on the new steps they will face such as logins, claims, and statement checks. Publish one-page quick guides with screenshots or decision trees for new screens. Assign “floater support” staff to answer questions in the first days. Hold a pre-go live Q&A so staff can raise issues and feel confident.

7. Communicate Transparently With Clients and Families
Send a simple notice explaining what will change in statements, contributions, and processes. Provide a clear contact point for billing queries. Use your first monthly statement after November 1 to include a reminder about the transition so clients know how to read any changes.

8. Rehearse a Dress Run (Without Submission)
Pick one or two active clients and simulate the journey end to end through your systems: intake, rostering, service delivery, draft statement or invoice, verification, and reconciliation. Time each step, identify gaps, and note any abnormal fields or mapping issues. Fix what you can now and log the rest for day one follow-up.

9. Plan for Portal Delays or Issues
Expect some downtime, slow response times, or rejected submissions in the early days. Continue delivering care, recording everything internally, and queuing claims for later submission. Schedule windows to catch up once the portal is stable. Keep communications calm and transparent with clients and staff to maintain trust.

Conclusion
You won’t be able to test everything before November 1, but what you can do now is essential. By confirming access and roles, cleaning and mapping your data, running draft workflows, preparing your team, reinforcing security, and writing a clear day one playbook, you give your organisation the best chance of navigating the transition smoothly. On day one, you won’t be reacting in panic—you’ll be executing a plan. The final countdown is now.