Your 6-week path to Support at Home readiness

Support at Home is here, and providers are expected to meet higher standards for compliance, reporting, and digital workflows. 

We’ve seen a surge of interest as providers look to move on from manual workarounds or outdated workflows that struggle to keep up with compliance. 

Our software was the first to be NOI certified and we were the first platform to submit a successful claim with Services Australia.  

We’ve helped many providers go live, with our accelerated Support at Home implementation process can get you live in just six weeks.  

Curious about how it works? 

In this blog, we breakdown our accelerated implementation process and introduce the team who make it happen.  

Your 6-Week Path to SAH Readiness 

From the moment you contact AlayaCare, you’re supported by a team of friendly, experienced professionals who know how to get aged care providers up and running.   

Here’s how the process works and who’s with you at each step.  

Phase 1: Initiate and plan  

Weeks 0-1 

Prior to kick off, you’ll meet with Business Development Managers like Paolo Tan. Your BDM learns what’s keeping you up at night and walks you through the platform so you know exactly what you’re signing up for. 

“When we’re finished with demos, you’ll know what’s possible and exactly what to expect.” — Paolo Tan, Business Development Manager at AlayaCare  

Once you’ve signed up with AlayaCare your 6-week implementation journey begins. You will meet your project team, including Project Managers like Ryder Mason who will take your through the plan to get you live. In this phase you’ll agree on timelines, responsibilities, collaboration tools and how to prepare for the coming weeks.  

“Planning helps us agree on responsibilities and timing so everything runs smoothly.” — Ryder Manson, Senior Project Manager at AlayaCare  

Phase 2: Discover and build  

Weeks 1-2 

In this phase, we learn what your organisation needs and start to build your environment. Professional Services Consultants lead configuration workshops to capture your organisation’s specific services and fee schedules. We complete your build and start data migration activities.  

“Working closely with your team in the configuration workshops will ensure the backbone of the system — the services you provide and the fees you’re charged — is accurate, supporting correct billing and claiming.”  – Lindzie Mahnig, Director of Professional Services at AlayaCare  

Phase 3: Training & System Familiarisation 

Week 3-4 

AlayaCare University is our user-friendly learning management system designed to support you through every stage of your AlayaCare journey. You’ll be able to implement your learnings in a safe sandbox environment, where you can explore the platform hands-on, practise key tasks, and build confidence ahead of go-live. 

“Training in AlayaCare University is interactive and engaging. Trainees can learn at their own pace while working in their own AlayaCare environment, which helps them build confidence by learning through real, practical experience.”— Colin Smart, Senior Customer Education Specialist at AlayaCare 

During this phase, your project team will answer questions and address any adjustments needed. Collaboration tools and regular touchpoints keep momentum moving smoothly. 

“We schedule regular touchpoints and use collaboration tools to address your queries promptly, helping you maintain momentum during this phase.” — Lindzie Mahnig, Director of Professional Services at AlayaCare 

Phase 4: Gear up and go live  

Week 5-6 

During gear up phase, the focus is on supporting you as you train your end users, completing data migration and entry, and finalising the last steps before going live with AlayaCare.   

With your super users guiding others and our team close by, you’ll then officially go live. We stay close and celebrate the milestone with you.  

“It’s not just about hitting milestones. We’re proud to work collaboratively with your team and ours to achieve the right outcomes.” — Ryder Manson, Senior Project Manager at AlayaCare 

Phase 5: Stabilisation and ongoing support  

Weeks 7-13 (Seven weeks of post go-live support) 

After going live, our team stays on to support you for seven additional weeks.   

Your project team will support you through your first payroll and billing cycle to ensure everything is running smoothly. Then, Customer Relationship Managers like Melinda Goodwin and Customer Experience Managers like Sijan Shreshtha step in to guide your longer-term journey.  

“We’re here to make sure you’re supported every step of the way and get the most out of AlayaCare.” — Melinda Goodwin, Customer Relationship Manager at AlayaCare 

“Our support model is built to minimise disruption and maintain trust. Our experienced team is quick to respond and prioritises finding solutions fast.” – Sijan Shreshtha, Customer Experience Manager at AlayaCare

A day in the life of your fast-track team 

Helping providers go live fast takes focus, energy and teamwork. From configuration workshops to live training and hands-on support, our implementation team keeps things moving. 

Here’s a glimpse of their days behind the scenes. 

Paolo Tan – Business Development Manager 

Paolo’s day kicks off with conversations. He’s usually helping a provider unpack their challenges, demoing the platform, or jumping into a strategic call about where AlayaCare fits in. It’s part coaching and part solution design.  

“It’s all about solving problems. Organisations come to us with challenges, and we figure out how AlayaCare can help them achieve better outcomes.” 

From the field: A provider came in unsure what they needed. They just knew their current software vendor wasn’t cutting it. By the end of the second session, their executive team was relieved, they finally had a path forward. 

“It’s great when a client sees the potential of AlayaCare and is excited about next steps.”   

Ryder Manson–Senior Project Manager 

Ryder thrives in what he calls “structured chaos.” With so much transformation happening across aged care, his days are a mix of strategic check-ins, proactive risk management, and helping teams stay focused on what matters. Whether it’s navigating tight timelines or solving unexpected roadblocks, Ryder brings calm, clarity, and a solutions mindset. 

“Most of my day is spent clearing roadblocks – technical, emotional or organisational – so the team can keep moving.”  

From the field: Ryder loves collaborating with internal and external teams to get results. Every implementation is unique and rewarding. 

“Each organisation is different, with unique challenges and goals. I enjoy learning what makes each one tick and how we can best support them.”  

Ronit Dias – Professional Services Consultant 

Ronit manages multiple projects at once, each of them unique. “No two days are the same, and that keeps it exciting.” His approach? Break requirements into clear outcomes and guide clients through every step with transparency. 

“We break down client requirements, design a solution that gets the exact result, and walk our clients through it — step by step.” 

From the field: What truly motivates Ronit is hearing how AlayaCare makes providing and managing support easier and how quickly clients feel the difference. 

“A recent proud moment was when both support and office workers for a recently live client gave instant feedback saying the app is leaps and bounds better than their previous system.” 

Colin Smart – Senior Customer Education Specialist  

Colin designs the high-quality, engaging training content that powers AlayaCare University, helping teams across ANZ learn the system at their own pace. He crafts interactive lessons, videos, and guides that make complex workflows intuitive and fun to explore. 

His mission? Make learning engaging, effective, and accessible for everyone.

“Training can be tedious and dry, but in AlayaCare University, we focus on creating content that keeps people curious, participating, and learning.”

From the field: Colin loves the small moments when users discover something new in ACU. A simple feature — like dragging and dropping a file into a client record — can completely transform the way someone works, sparking excitement and confidence as they explore the system. 

“Trainees will find a tiny function that’s been in AlayaCare all along, and it blows their minds because their old system never let them do it.”

Melinda Goodwin – Customer Relationship Manager 

Melinda works closely with providers right after go-live, helping them transition into business as usual. Her days are all about check-ins, forward planning, and building trust as the long-term contact. 

“I become a customer’s first point of call for questions, comments, and everything in between.” 

From the field: Melinda loves seeing clients settle into their new routines and grow confidence. She’s always ready to step in when questions or hiccups pop up, helping to smooth the way and build stronger processes. 

“There’s nothing better than watching a client find their rhythm with the platform and knowing I helped make that transition easier.” 

Sijan Shreshtha – Customer Experience Manager 

Sijan spends his day solving problems. When support teams log tickets, his team springs into action, investigating problems to provide immediate solutions or workarounds. Complex cases are escalated to the product engineering team, and Sijan acts as the key escalation point for critical cases. His role involves balancing technical troubleshooting, team collaboration, and ongoing client communication. 

“When a quick fix isn’t possible, we focus on effective workarounds to keep providers operational while we work on a long-term solution.” 

From the field: Sijan and his team handle complex, urgent issues, but what motivates him most is helping people through tough situations. He sees beyond the technical side to the human impact, building trust and empathy with every client. 

“Behind every ticket is a person just trying to do their job. It’s not only about fixing problems — it’s about connecting with our providers and earning their trust.” 

Frequently asked questions 

Getting started can feel overwhelming, especially when the clock is ticking. Here are some of the most common questions we hear from providers preparing for Support at Home. 

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