Support at Home onboarding

Walking a home-care client through a 70-page service agreement, and proving it happened

Verbal consent is legally valid. The problem is proving, months later, what was actually explained.

The problem

Under the new Aged Care Act, a home-care provider can't claim funding until the client's service agreement is in place, and those agreements run 50 to 70 pages. Today a staff member walks the client through it by phone, anywhere from a two-minute "sign here" to an hour spread across several calls. Verbal consent is legally valid, but if a fee dispute surfaces later, the provider often can't prove what was actually explained. In the first two months of the new Act, complaints to the regulator jumped from about 33 a day to 43.

What we built

This one started with an aged-care lawyer rather than a paying client; we built it ahead of a provider pilot. A voice agent walks the client, or their legally authorised representative (it checks who it's talking to before taking consent from anyone), through the eight clauses that matter: services and price, contributions and the fact they can rise after Services Australia's assessment, fee increases, cancellation, the client's duty to provide a safe environment for staff, privacy, complaints, and the Statement of Rights. It answers questions using only that agreement. The legal text is stored word for word and the model is barred from rewriting it. Each clause is ticked off a live checklist before the agent captures explicit verbal consent tied to a case ID, so an interrupted call resumes where it left off.

How it's measured

The build passed more than 90 automated tests and an independent code review, and every call logs which clauses were covered and confirmed. A provider pilot can measure completeness and call time directly against today's undocumented phone calls.

Status

Live demo; next step is a pilot with a Support at Home provider.