With over 25,000 operational places in our Additional Services ongoing support program, we are getting great insight into what concerns people the most about the upcoming operational and compliance changes from Additional Services (AS) to Higher Everyday Living Fee (HELF).

In this Insight, we highlight some common concerns and how we feel the challenge can be reframed into an opportunity. Alongside the Strengthened Standards and other reforms incorporated within the new Aged Care Act 2024, HELF provides an opportunity to enhance the service focus on the residents and their preferences, interests and choices and, as a result, their quality of life.

Will resident representatives refuse to purchase and restrict resident access to the services?

Flipping the focus from resident representatives to Person Centred Care

Some providers are concerned that the HELF rules may encourage residents' representatives to decline HELF services without consulting the resident. Traditionally, providers have consulted families regarding fees and charges, but this can undermine individual rights and unnecessarily restrict residents' choices and quality of life.

The Fundamental Right to Choose

A key element of person-centred care is resident autonomy - the guiding principle in decision-making. Every resident, regardless of age or physical limitations, has the right to make their own decisions where they have capacity. This includes daily choices, lifestyle preferences, and financial decisions within their means.

HELF services expand residents’ choices, and if we automatically defer to a Next of Kin (NOK) or Power of Attorney (POA) instead of engaging the resident directly, we risk marginalising the very individuals we are meant to support.

HELF implementation facilitates important conversations with staff about person-centred care and how to involve residents and their representatives in decision-making appropriately.

What about our residents with cognitive impairment?

Advocate for residents

For residents with mild to moderate dementia or cognitive impairment, their ability to express preferences should still be prioritised. Staff should use a person-centred approach to decision-making, employing strategies such as:

Consistent Engagement – Checking in regularly with residents to reaffirm choices and adapt as needed.
Family and POA as Support, Not Substitutes – NOKs and POAs should assist in interpreting and facilitating choices rather than making unilateral decisions.
Utilising Advance Care Plans – These documents can guide staff in aligning care with the resident's previously expressed wishes.

Are packages allowed, or should we just offer individual services?

The power of Packaged Services – enhancing value and convenience for residents

Are packages allowed?

Packages will continue as a primary method of offering services above the basic requirement under HELF. In Clause 284 of the Explanatory Memorandum for the new Aged Care Act 2024, HELF packages are referred to in the following statement:

Bundled services drive sales and resident experience

Bundling products or services into a package is not exclusive to aged care; it is a strategic marketing approach that enhances consumer appeal. Think about the 2for1 offers, 'spend and save' promotions, and hotel packages with extras to the room accommodation like dinner, a bottle of wine, flowers, a round of golf, etc.

These appeal to consumers by offering convenience, perceived value, and cost savings. By grouping complementary items, businesses create a compelling proposition that enhances customer satisfaction while encouraging higher spending.

Your residents will like packages because:

Packaged services offer a saving – and everyone loves a bargain or a sense that they've received a discount
The single-agreement nature of the package saves time – it is convenient for residents and representatives to have access to all services at any time
In our approach, some services will be available only if you select the package – enhancing the sense of perceived value in purchasing the package
No further contact or requirement to sign for or confirm agreement to services periodically, such as bus trips and ad hoc events; it's all covered in the package!

But staff will not want to give some residents services and others not…

Residents will receive different services, such as in the dining room – and that's okay!

Respect HELF (and non-HELF) choices

There is understandable concern about delivering services to some residents and not others, depending on their agreement. While some may choose to pay the HELF and enjoy premium services, others may prefer to remain on standard services – reflecting their financial priorities and personal preferences.

Rather than viewing this through a lens of inequity or unfairness, staff should focus on supporting resident choice. For example, some residents may be offered wine, soft drinks, or additional meal choices at a dining table, while others are not. This simply reflects their personal decisions.

Importantly, HELF remains flexible - if a resident who initially opted out decides they’d like to access premium meal offerings, such as "I would like a glass of wine and that salmon dish, please," they can request it at any time. Staff should be prepared to action the request and ensure the relevant HELF agreement is offered and entered.

While some staff may view this as inequitable or feel sympathy for residents whose preferences differ, financial means and individual preferences vary. The right to choose should always be upheld. Staff guidance should foster an environment where all residents feel empowered to make decisions within their means, free from guilt or external pressure.

Shifting the Staff Mindset: Residents First

To truly uphold resident rights in a person-centred model of care, aged care staff must adopt a "residents first" approach:

Engage the Resident first - Before consulting a relative or representative, ask the resident what they would like. This simple step affirms their dignity and autonomy.
Ensure the capacity is assessed as needed - If concerns about decision-making capacity arise, assessments should be conducted with professional input rather than assumptions, ensuring evidence of assessment is recorded.
Educate NOKs and POAs on their role - Legal representatives play a crucial role in supporting rather than directing a resident's choices. To ensure they fulfil this role effectively, they may benefit from guidance to better understand decision-making boundaries and resident rights. If a resident expresses a financially feasible wish that does not pose an undue risk, it should be respected.

Is it worth pursuing packaged HELF services?

HELF revenue supports services and innovation

The HELF services are above the basic requirement, and the revenue generated facilitates the financial capacity to continue providing the services and consider new services.

While uptake of packaged services will vary among homes, we are working with our clients on targets of 80% uptake. Several product design and operational factors will influence the HELF program success, including:

Delegation of program promotion and sales
Design of package of services
Market appealing fee structure for packaged and individual services
Successful and efficient operational delivery of HELF services in this user-pay model

How do we implement or transition to HELF in our organisation?

The transition pathway to HELF

We’ve had the privilege of supporting providers in implementing Additional Services across 25,000+ places over the past six years. As the transition to HELF approaches on 1 July 2025, our team remains committed to assisting you every step of the way.

We offer core services tailored to help you transition effectively:

AS or ESS to HELF Transition Program
AS Program Audit
HELF Implementation and Ongoing Support

Our HELF services are designed to streamline your journey, ensure compliance, and position your organisation for success under the new regulations.

See HELF Services

We’ve also developed the HELF Readiness Portal as a first step. Subscribing to this portal will provide you up-to-date information and tools to help you understand the impact of HELF on your organisation and support your readiness for 1 July 2025.

See HELF Readiness Portal

Join our webinar next week

We’re hosting a webinar with Inside Ageing on March 4: 'HELF: The Rules so far'.

This session will break down the proposed rules and what they mean for providers. We’ll cover key regulatory requirements, their impact on your service delivery and funding models, and compliance measures.

Whether transitioning from Additional Services or just navigating the new fee structure, this session will provide a clear overview to help you prepare for 1 July 2025.

Topics we’ll cover:

The Proposed Rules

Services List
Release 2b – Funding for other aged care programs
Higher Everyday Living Fee Fact Sheet

HELF: Key Industry Concerns