Offboarding a client (Support at Home)

Close agreements, finalise financial statements, and complete the offboarding process for Support at Home clients

When a Support at Home (SAH) or Home Care Package (HCP) client leaves your service, there are additional steps beyond the standard offboarding process. You need to finalise financial statements, mark the package as ended, and close the agreement before the client is fully offboarded.

For the standard agreement closure and transfer process, see Offboarding a client. This article covers the SAH and HCP-specific steps.

Instructions

1. Complete all outstanding timesheets and exports

   Before closing anything, confirm that all shifts for the client have been confirmed on timesheets and exported to your accounting software. Check both the Timesheets area and the Data Export page to make sure nothing is outstanding.

   Once the agreement is closed, processing outstanding timesheets and exports becomes more difficult. Complete all financial processing while the agreement is still active.
2. Finalise the HCP statement

   Open the client’s profile and go to the HCP tab. Review the final statement period and make sure all charges and subsidies are reconciled.

   If a final statement period is open, close it once all line items are accounted for. This is your last opportunity to make sure the financial record is complete.

3. Generate a final participant statement

   If your organisation provides monthly statements to participants, generate the final statement before proceeding. This gives the client a complete record of their package spending up to the date of exit.

4. Mark HCP as ended

   On the HCP tab, tick the HCP Ended checkbox and click Save. This prevents new HCP periods from being created for this client.

   Once the HCP Ended flag is set, no new HCP periods can be created for this client. Only set this flag when you’re certain services have concluded.
5. Close the agreement

   Follow the standard agreement closure process:

   1. Go to Clients → Agreements and open the client’s SAH or HCP agreement
   2. Enter the End Date (the last date services were provided)
   3. Tick the Is Closed checkbox
   4. Click Save

   See Offboarding a client for the full steps, including how to transfer roster items if the client is moving to a new provider or agreement.

Keep the client profile accessible after offboarding. SAH and HCP records need to be retained for audit purposes under the Aged Care Quality Standards. Closing agreements and marking HCP as ended is sufficient to remove the client from active lists without losing any data.

Running into issues?

See Client management troubleshooting for common errors and fixes.

Related articles

Offboarding a client

General client offboarding process, including agreement transfers and cloning

Support at Home financials

Manage HCP and SAH budgets, statements, and financial exports

Care plans and service agreements

Create and manage client service agreements