Navigating Support from Home – Building an Effective Solution: Requirements for Software and Systems 

Practical guidance for software developers and providers to build compliant, user-friendly payment solutions for aged care.

Written by Pete Williams, CTO Tyro Health at Tyro Payments

In part 1 of this article series, we explored the challenges and complexities of managing care recipient contributions under the Support at Home program, from variable rates and direct billing to tracking lifetime caps and addressing financial hardship. Now, we’ll look how to turn these challenges into actionable solutions. We’ll focus on the essential systems and strategies that will enable aged care providers and software developers to design flexible, compliant, and user-friendly payment solutions. 

Building an effective solution 

For software developers and providers assessing system capabilities, an effective solution for managing Support at Home contributions should include the following components: 

Intelligent registration and validation 

The system must securely capture and validate payment details and recipient preferences. It should: 

• Seamlessly capture and verify payment details and preferences securely 
• Support automated payment schedule setup (where appropriate) 
• Integrate with Services Australia notifications for claim approvals and contribution notices. 
• Offer multiple secure channels for entering and updating payment information (e.g. online forms, secure links). 
• Accommodate financial delegates—such as next of kin—for managing contributions on behalf of recipients. 

Flexible payment processing engine 

To meet the diverse needs of care recipients, the payment engine should: 

• Support various payment methods (e.g. credit/debit cards, direct debit, PayTo). 
• Handle different collection channels (online self-service, automated systems, assisted processing). 
• Offer flexible payment scheduling options. 
• Include robust exception handling (e.g. retries for declined payments). 
• Enable customisable authorisation workflows based on recipient preferences. 

Comprehensive reporting suite 

Transparent, timely reporting is essential for compliance and smooth operations. A robust reporting solution should deliver: 

• Clear, easy-to-read monthly care recipient statements. 
• Real-time dashboards tracking contribution caps. 
• Reconciliation reports comparing collected contributions with government subsidies. 
• Audit-ready financial records. 
• Customisable templates for receipts, notifications, and remittance advice. 

Practical implementation strategies for providers 

Turning requirements into reality demands careful planning and execution across key operational areas: 

Design care recipient-centric onboarding 

Build a streamlined onboarding workflow that: 

• Captures all necessary data (e.g. care packages, classifications, contribution rates, and status). 
• Establishes preferred payment methods securely. 
• Manages approval workflows efficiently. 
• Sets clear expectations around statements, payment schedules, and support channels. 
• Offers flexible payment authorisation options from the outset. 

Implement a comprehensive payment collection workflow 

Wherever possible, automate. An effective collection workflow should: 

• Accurately calculate contributions using Services Australia notices. 
• Issue clear, advance payment notifications aligned with recipient preferences. 
• Process payments reliably according to authorisations. 
• Send real-time payment confirmations via the recipient’s preferred channel. 
• Proactively manage failed payments with clear communication and retry logic. 
• Offer self-service tools for updating payment details. 
• Record all transactions in detail for streamlined reconciliation. 

Establish robust change management protocols 

Prepare for ongoing change by defining internal processes to: 

• Handle status updates from Services Australia. 
• Manage recipient-initiated changes to payment methods or authorisations. 
• Process financial hardship applications appropriately. 
• Recalculate contributions as needed. 
• Administer retries and updates for failed or missed payments in a structured way. 

Case example: tailoring the experience 

A flexible payment system can accommodate the unique preferences of each care recipient. Here’s how: 

Maria – Prefers convenience 

Maria uses automatic credit card payments. She receives a digital notification three days before each scheduled payment and an email confirmation once it’s processed. If a payment fails, the system automatically retries after sending her an SMS with a secure link to update her card details. 

Robert – Prefers control 

Robert chooses to manually review and approve each payment. After receiving a detailed service breakdown via email, he logs into the provider’s portal to approve the charge. Once approved, he receives a digital receipt. 
The system also makes it easy for him to update his banking details when needed. 

Helen – Values predictability 

Helen prefers direct debit with a monthly cap on automated debits. She receives printed statements by mail, aligning with her preference. For payments that exceed a predefined threshold, she receives a courtesy phone call in advance. She has also nominated her daughter as a financial delegate, giving her portal access to manage payments on Helen’s behalf. 

Preparing for Support at Home: your action plan 

With the deadline approaching, now is the time to act: 

1. Assess current systems 

Conduct an honest evaluation of whether your existing (or planned) software can support the key requirements: variable rates, direct contribution collection, cap tracking, and multiple payment methods. Identify gaps early. 

2. Map payment journeys 

Document the end-to-end payment experience from the care recipient’s perspective. Document different pathways—automatic payments, manual approvals, various payment methods—and flag potential pain points. 

3. Prioritise payment flexibility 

Ensure that your chosen solution supports modern payment capabilities, such as tokenised card payments (i.e., secure “card on file”), resilient direct debit infrastructure, and potential PayTo integration. 

4. Develop clear communications 

Create a suite of communication templates—letters, emails, portal messages, SMS—to explain contribution obligations, payment options, timelines, data security, and how to get help. 

5. Test notification systems 

Ensure all automated notifications (e.g., upcoming payments, confirmations, failed payments) are rigorously tested for clarity, accuracy, and timeliness. 

6. Implement secure payment management 

All processes handling payment data must be PCI-DSS compliant (for card data) and fully aligned with Australian privacy principles. Security cannot be an afterthought. 

Final thoughts 

The transition to provider-managed, variable care recipient contributions under Support at Home isn’t just an administrative shift—it’s a fundamental reworking of financial workflows in aged care. 

While the complexity is real, so too is the opportunity. By investing in robust, flexible, and user-centric payment systems now, software developers can create essential tools, and providers can ensure a smoother, more compliant transition. 

Success lies in building systems that don’t just meet regulatory requirements—but that also provide care recipients with the security, transparency, and choice they expect. With proactive preparation and strategic technology adoption, this challenge becomes a chance to drive better financial management, stronger operations, and a vastly improved service experience for those receiving care. 

To help providers navigate this transition, Tyro Health will seamlessly integrate with this new framework, enabling aged care providers to process Support at Home claims and manage participant contribution payments with ease. If you’re an aged care service provider or software developer interested in learning more about our integrated solution, please register your interest here.

Disclaimers 

Tyro Health provides this article for general information and educational purposes and does not take into account the financial situation or need of any reader. The information provided must not be relied upon as  legal, tax or financial advice.