With the Support at Home reforms launching on November 1, boards and executives carry a vital responsibility: ensuring their organisations are prepared to operate under the new system. The changes aren’t only about compliance; they directly affect funding flow, consumer trust, and workforce confidence. Boards that ask the right questions now can help prevent day one chaos and strengthen provider resilience. Here are five key questions every board should be asking their organisation in these final weeks.

1. Are we ready to access Services Australia on day one? Boards should confirm that all required staff have working access to Services Australia’s Aged Care Provider Portal. This means logins are active, roles are correctly assigned, and organisational details in GPMS are current. A blocked login or missing authority on day one can mean delays in claims and cash flow.

2. Is our data clean and mapped to the new system? Dirty data is one of the most common causes of claim rejections. Boards should ask whether client identifiers, service types, and funding statuses have been reviewed and corrected. Price lists should be aligned with the new model, and duplicates or outdated services closed out. Strong governance of data before cutover reduces errors when the new system is live.

3. Do we have a day one playbook? A clear, role-based plan for November 1 and the first week is critical. Boards should ask whether management has developed a playbook that sets out who logs in first, who submits initial claims, how outputs are verified, and what the escalation paths are if things go wrong. Without this, staff may scramble when systems or processes don’t behave as expected.

4. How confident and prepared is our workforce? Technology is only part of readiness. Boards should probe whether staff at every level – from finance officers to care coordinators – have received training on the new processes. Are there quick reference guides? Has there been a Q&A session to resolve last concerns? Staff confidence and clarity can prevent errors and reduce stress during the transition.

5. What is our contingency plan if systems fail? Portal delays or downtime in the early days are a real possibility. Boards should confirm that management has a contingency plan to continue delivering care, recording services internally, and catching up claims once systems are stable. Asking this question ensures the organisation is resilient and won’t leave clients or staff in limbo.

Conclusion Support at Home readiness isn’t only an operational issue – it’s a governance responsibility. Boards that ask these five questions will give their organisations the oversight and support they need to navigate the transition smoothly. The reforms represent both a challenge and an opportunity: providers who prepare well now will be positioned to deliver not just compliance, but also stronger trust and better outcomes for clients.