Virtual Forum Program
The Commonwealth Home Support Programme (CHSP) sits at the very front door of Australia’s aged care system, supporting older people to live independently, safely, and well at home. But as demand grows and reform accelerates, the role of CHSP is being tested like never before.
CHSP Unlocked: Rethinking Care at the Front Door is a full-day virtual forum bringing together providers, policy voices, and sector leaders to explore what’s working, what’s under pressure, and what needs to change. From access and workforce challenges to reablement, technology, and the transition into new models of care, this forum will unpack the realities facing CHSP today and the opportunities shaping its future.
Through sharp insights, practical case studies, and honest conversation, the program will challenge assumptions and spotlight real-world solutions from across the sector.
Whether you’re delivering services on the ground or shaping policy at a system level, this is your opportunity to step inside the future of entry-level aged care and help redefine what “front door support” should look like.
| CHSP Unlocked: Rethinking Care at the Front Door Virtual Forum Program | ||
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| 10am | Registration open | |
10.30am | Welcome and Opening | |
10.35am | The Big Picture: CHSP Looking Forward As aged care reform continues to reshape the sector, CHSP providers are navigating an increasingly complex landscape. While the future relationship between CHSP and Support at Home remains uncertain, understanding where CHSP sits today and the vital role it plays is more important than ever. This session will explore what is changing, what is staying the same, and why CHSP continues to be a critical part of Australia’s aged care system. This presentation examines the growing complexity of CHSP clients, the importance of early intervention and prevention, and the risks of losing these benefits as reform progresses. Attendees will gain a clearer understanding of CHSP’s current role, its connection to broader reform, and the challenges and opportunities facing providers in the years ahead.
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| 11.04am | Managing Risk While Supporting Independence CHSP providers are often faced with difficult decisions when a client’s right to make their own choices conflicts with concerns about their safety and wellbeing. From self-neglect and declining capacity to complex family dynamics and increasing vulnerability, finding the right balance is rarely straightforward. This session will explore the practical realities of managing risk in community care, including duty of care, dignity of risk, and navigating challenging situations where there is no clear-cut answer. Through real-world examples, we will examine how providers can support independence while meeting their responsibilities to protect and care for vulnerable older people. Attendees will gain practical insights into risk assessment, decision-making, and building confidence in responding to complex situations in a person-centred way. | |
11.46am | Transition Tensions: CHSP to Support at Home As client needs become more complex, providers are increasingly supporting older Australians to move between programs and navigate an evolving aged care system. But when is CHSP no longer enough, and how can providers ensure a smooth transition to higher levels of support? This session will explore the challenges of managing client transitions, including identifying when needs have changed, avoiding gaps and duplication, and maintaining continuity of care. We will share practical strategies for supporting clients and families through uncertainty, setting realistic expectations, and navigating reform while key details continue to evolve. Attendees will gain insights into creating seamless pathways that keep consumers informed, supported, and connected to the services they need. | |
12.27pm | Designing Services that Matter What matters most to CHSP clients isn’t always what providers expect. As consumer expectations continue to evolve, understanding what older people value and embedding those insights into service design is critical to delivering meaningful outcomes. This session will explore what CHSP clients say matters most, from flexibility and continuity to communication, choice, and connection. The session will examine practical approaches to co-design in a resource-constrained environment and discuss how providers can balance consumer preferences with operational realities. Attendees will gain valuable insights into creating more responsive, person-centred services that reflect the needs, priorities, and lived experiences of the people they support. | |
1.10pm | Virtual Break | |
1.43pm | Local, Flexible, Human: What CHSP Does Best CHSP’s greatest strength lies in its ability to deliver personalised, community-based support that helps older Australians remain connected, independent, and living well at home. This session will explore why CHSP continues to be so effective in rural, regional, and local community settings, where flexibility and strong relationships are essential. Through practical case studies, we’ll showcase innovative approaches to service design, local partnerships, and tailored supports that respond to the unique needs of older people and their communities. Attendees will gain insights into how hyper-local, person-centred approaches can improve outcomes and reinforce the value of CHSP’s community-first model. | |
2.10pm | Connecting People, Strengthening Communities: Community Transport in Action Community transport is more than a service, it is a critical link that enables older Australians to stay connected to their communities, access essential supports, and maintain independence at home. This session will explore the role of community transport within CHSP, highlighting its impact on social connection, health access, and wellbeing. The presentation will discuss the operational challenges of delivering transport services, including funding pressures, workforce constraints, and rising demand, as well as practical approaches to sustaining and strengthening these vital services. Attendees will gain insights into how community transport can be better integrated into broader CHSP service delivery and recognised as an essential part of supporting ageing well in the community. | |
2.37pm | What Makes a Strong CHSP Service? Lessons from a Transformation Journey Helen Liveri, General Manager Community Aged Care, Wesley Mission Queensland Every CHSP provider faces challenges in delivering quality services while responding to changing consumer expectations, workforce pressures and operational demands. But what happens when an organisation takes a step back, identifies what needs to change, and commits to doing things differently? In this practical conversation, a CHSP provider will share their journey of strengthening operations, improving service delivery and creating a stronger foundation for the future. From identifying challenges and implementing change, to engaging teams and keeping consumers at the centre, this session will explore the lessons learned along the way. Attendees will gain practical insights and ideas they can apply within their own organisations to strengthen processes, improve outcomes and support continuous improvement. | |
3.15pm | Balancing the Budget, Delivering the Care CHSP providers are operating in an environment where demand continues to grow while funding and workforce capacity remain constrained. The challenge is not just about efficiency, it is about making difficult prioritisation decisions while maintaining fairness, quality, and trust. This session will explore how providers are managing funding pressures in practice, including approaches to service prioritisation, waitlist management, and balancing competing demands across client groups. It will also examine practical strategies for improving rostering, reducing inefficiencies, and maximising available resources. Attendees will hear real-world examples of how organisations are navigating the balance between operational efficiency and ethical service delivery in today’s CHSP environment. | |
3.44pm | Technology That Actually Helps
For CHSP providers, technology can either reduce pressure or add another layer of complexity. The challenge is finding solutions that genuinely support frontline delivery without over-engineering processes or creating additional administrative burden. This session will explore practical, fit-for-purpose technology in CHSP settings, including tools for scheduling, communication, service coordination, and client engagement. The session will also examine the risks of digital exclusion and how providers can ensure technology enhances, rather than limits, access to services. Attendees will gain insights into what “good” looks like when it comes to technology in community care, and how to make informed choices that genuinely support staff and clients. | |
4.20pm | Forum Close & Networking Time | |
Disclaimer: Please note that this conference program is subject to revisions and updates. While every effort has been made to ensure its accuracy, changes may
occur prior to the event. Attendees are encouraged to regularly check for updates on the conference website. Thank you for your understanding.