Your 8-week path to Support at Home readiness

The new Aged Care Act has been delayed to 1 November, giving providers more time to get ready. But as you know, time moves fast in aged care. 

Before the delay, we had 39 organisations go live within the same three-month period. With a proven implementation system in place, we saw an opportunity to help even more organisations get Support at Home ready.  

That’s why we created the Support at Home Acceleration Pack. It’s a fast-tracked 8-week implementation program designed to get you compliant and live by 1 November. 

Want to see how it works? In this blog, we take you behind the scenes of our fast-track implementation process and introduce some of the team members who make it all happen. 

Your 8-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 8-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 by November 1. 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 2-3 

Next, 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  

Week 4 

Training Managers like Colin Smart deliver tailored, role-based training to get your team confident in the new environment. You’ll begin testing your setup in a safe sandbox with support every step of the way. 

“We get trainees involved by having them explore their own AlayaCare environment and by making sessions as interactive as possible.” — Colin Smart, Training Manager at AlayaCare 

Phase 4: System Familiarisation 

Week 5-6 

This is your time to get hands-on with AlayaCare and start putting your training into practice. Your team will explore the system in a safe test environment, run through key tasks, and build confidence ahead of go-live. It’s also the ideal time to work closely with your AlayaCare project team to get guided walk-throughs, ask questions, and flag anything that needs to be adjusted. 

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

Phase 5: Gear up and go live  

Week 7-8 

During gear up phase, the focus is on training 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 (there may be cake.) 

“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 6: Stabilisation and first payroll support  

Weeks 9-15 (7-week support period post go-live) 

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 

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 – Training Manager  

Colin runs high-energy training sessions that help teams across ANZ become AlayaCare pros. Once a training session starts, he shuts down Slack, closes his inbox, and gives his full attention to the people in front of him. 

His mission? Make learning fun and effective. 

“Software training is notoriously tedious and boring. It’s my job and mission to keep you awake, participating and learning.” 

From the field: 
Colin loves the small moments that spark excitement in training. When someone discovers a feature that opens up new possibilities, the energy shifts. Sometimes it’s the simplest things, like dragging and dropping a file into a client’s record, that get the biggest reactions. 

“Trainees will discover a tiny piece of functionality that’s been in AlayaCare from the start — just a simple button — and their minds are blown because their current system has never been able to do it.” — Colin Smart 

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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