Frequently Asked Questions

Find the answers to common questions about home care in Western Australia. We are here to help you navigate every step of your journey.

How do I start home care services?

Give us a call or send an enquiry. We’ll guide you through the initial steps, whether you have a package already or need help with eligibility.

What is the difference between NDIS and Aged Care?

NDIS supports people with disability under 65, while Aged Care packages are for those 65 and over needing help to stay independent at home.

Do you provide services in regional WA?

Yes, staying independent at home is important regardless of location. we source reliable local care workers across regional and rural areas of WA.

How much does home care coordination cost?

Cost depends on your specific funding type (NDIS, Home Care Package, or Private). We work within your budget to ensure fair value and clear pricing.

What happens if I don’t like my care worker?

We take matching seriously. If a worker isn't the right fit, we’ll handle the change for you—no stress or awkward conversations required.

Can I pay for care privately?

Absolutely. We offer personalised private care coordination for those who want high-quality support without the wait for government funding.

Support Workers & Reliability

What qualifications, checks and training do our support workers have?

What happens if the regular support worker is sick or unavailable?

Every worker we place has a current Police Check and/or NDIS Worker Screening Check, plus the right insurance to keep everyone safe. They're qualified for the job they're doing too — a personal care worker holds at least a Certificate III in Individual Support (Ageing or Disability), and a nurse is registered or enrolled with at least a year's experience.

We'll get in touch straight away to let the client know what's happening. With the client's agreement, we'll look for another worker to step in and cover the visit. If the service is flexible, we might ask if the day can be moved instead.

How much notice is given if a worker cancels?

As much as possible — we'll usually be in touch within 24 hours if a worker needs to cancel. There's no charge for a session that doesn't go ahead. From there, we'll check whether a new worker is wanted and get that moving.

What happens if the company can't provide a replacement?

If we're not able to find someone straight away, we'll first attempt to arrange the service for a day when we can. If that's not possible, we'll ask to contact next of kin to see if family can step in — for example, giving a call to remind the client about medication. For clients without family close by, we'll refer to their “people who support me” list.

Can clients choose their support worker?

Yes. All our workers are contractors running their own small business, which means we hand-pick the right fit for each client. If a client already has someone specific in mind, we can help sign them up, if they're not already on our books.

Can a client request a different worker if they aren't a good match?

Do clients generally get the same support worker, or will different workers be sent each time?

Absolutely. We want every client to genuinely enjoy having their worker in their home — that's how we give better care. If a client isn't happy for any reason, we'll keep using new workers until we find the right fit, no stress, no awkward conversations.

Yes — because our workers are contracted directly to each client, the same worker comes every time. Clients with more than one worker (say, for different jobs or different days) will still see a familiar face, the same person each visit — unless someone's sick or unavailable, in which case we'll follow our usual process to cover it.

Support Hours & Activities

Can support workers take clients shopping, to appointments, social activities or community events?

Can clients decide what they want to do during their support hours, within their care/support plan?

Definitely — support out and about can absolutely be arranged. We just ask for around two weeks' notice where possible so we can sort it with the worker. If it's a regular weekly outing, we'll let the worker know and add it into their agreement.

Yes. We'll sit down with each client to go through what supports are available under their plan, and put together a rough budget based on that and what's been shared with us. Then we'll talk it all through, find out what's actually needed, and adjust hours to suit — while still staying within budget.

How do we make sure the support being provided is what the client actually wants, rather than just what's easiest for the company or support worker?

After the first session, we'll give the client a call to see how it went and whether the worker was a good fit. We also make sure everyone knows that if anything's not quite right, we can be reached anytime — by call, text or email. If a family member or friend notices something isn't sitting right, we're happy to hear from them too. And while we're the main point of contact as care coordinators, clients are always welcome to go straight to their aged care provider directly if that's preferred.

Household Tasks

What household tasks will support workers do? (Cleaning, dishes, laundry, changing bedding, meal preparation, etc.)

Are all support workers expected to do cleaning if it's part of the client's support needs, or is it optional?

Since our workers are contractors, they'll do whatever they're comfortable with. If there's something specific needed — say, dusting or making a bed a certain way — that the main worker isn't up for, we'll find someone who is.

Yes — if cleaning is part of a client's support needs and has been agreed to, it's expected. Where both personal care and cleaning are needed, we'll generally look for one or two qualified workers who are happy to do both. If that's not possible, we may set up two workers — one for personal care and one for cleaning.

Costs & Fees

Do we charge the client for the worker's travel time as well as kilometres?

What is the client co-contribution, and exactly what does that cover?

No — with the new aged care rules, we no longer charge kilometre rates, and we very rarely charge for travel time either. Because our workers are contracted, we negotiate a rate that helps cover their travel while still keeping things affordable for clients. Providers now have set hourly rates per service under the new aged care changes, and we work within that. If travel time ever does need to be added, we'll always talk it through with the client first, with their budget in mind.

The co-contribution is the part of the service cost paid by the client — it's not a flat daily fee, just a percentage based on the type of support and personal circumstances. Nursing and allied health cost nothing. Personal care and similar supports carry a smaller contribution (and from October 2026, personal care won't cost anything at all). Everyday things like cleaning and gardening carry a higher contribution, worked out from income and assets through My Aged Care. There's also a lifetime cap, so once a certain amount has been paid over a lifetime, the government covers the rest — no one is left out of pocket beyond that

Are there any other fees — administration, travel, mileage, cancellation fees, weekend/public holiday charges?

Yes, and we'll always walk clients through these clearly before anything's set up. Here's what to expect:

Admin fee: Under the new aged care changes, all providers charge 10% of the total package to cover admin costs. This is paid for by the package.
Travel & kilometres: No kilometre charges, and travel time is very rarely charged either — we negotiate worker rates to help cover this while keeping costs down for clients.
Late cancellations: If a session is cancelled within 24 hours by the client, the worker is entitled to charge for the full session. Since our workers are contractors, it's up to them whether they choose to.
Weekends & public holidays: These carry higher set rates, and we factor this into the budget from the start so there are no surprises.
Ending services: If a client decides to stop services with InCasa and Staying At Home Help, we just need 14 days' written notice — there's no cancellation fee.

For example: Kaye is on a full pension with a 17.5% co-contribution rate for everyday living. She needs one hour of gardening a week, and the set rate for gardening is $140 per hour — so Kaye pays $24.50 towards that service.

Support & Communication

Who does the client contact after hours if there is a problem?

How often does the coordinator actually check in with clients and families?

If something comes up after hours, call or text us on 0483 779 259, or send an email. If we don't pick up straight away, we'll get back within 24 hours. If it's an emergency, please call 000 first.

This really depends on each client and how things are going, so it looks a bit different for everyone. If more support is needed, or something changes or comes up, we'll be in touch — or clients and families can reach out anytime. Otherwise, we're generally in contact at least once a month, when we send out the budget by letter or email.

How do we handle complaints about a support worker?

We take complaints seriously. If a concern is raised about a worker, the first thing we'll ask is whether the client would still like to keep working with them. If not, we'll find someone new. If the client wants to continue with them, we'll speak to the worker directly, share the concerns raised, and work to put things right.

Still have questions?

Our friendly local support team is ready to provide the answers you need.

Still Have Questions?

Our friendly local team is here to provide the support you need.