How to onboard with Care Providers
Government Programs
Most Care Providers in the Support at Home (previously Home Care Packages) scheme require meal businesses to complete onboarding before servicing clients. Here’s what to prepare to get started.
Understanding the Care Provider onboarding process
Most Care Providers require meal businesses to complete a formal onboarding process before they can supply meals to Support at Home (SaH) clients. The good news is the process is usually similar across most Care Providers.
Having your information ready not only speeds things up but also demonstrates professionalism and reliability.
What Care Providers usually require
Care Providers are looking for assurance that you are a safe, compliant and suitable meal provider. We recommend preparing an onboarding pack that includes:
Introductory letter – explaining your business, how you work, and the type of meals you provide.
Menu – link to a recent online menu or a PDF version that shows your meal range and pricing.
Compliance certificates and registrations:
Food Business Registration
Public Liability Insurance Certificate of Currency, with a minimum $10Million coverage
Food Safety Supervisor Certificate from a Registered Training Authority
Workers Compensation Certificate of Currency
Some Care Providers may also request additional documentation, such as staff police checks, statutory declarations, or signing a Service Level Agreement (SLA).
Be ready to connect
Being prepared and presenting yourself clearly makes all the difference when connecting with Care Providers. Having an onboarding pack ready means you can respond quickly, introduce your business professionally, and showcase your menu at a glance.
To make this easier, Cookaborough can provide you with a ready-to-use onboarding pack that includes all the key materials Care Providers typically ask for. Reach out to us at [email protected] to request a copy.
Approaching Care Providers
Once you have your documents ready, the next step is reaching out to Care Providers so you can begin servicing their clients. You don’t need to limit yourself to one – many meal businesses choose to onboard with several Care Providers to expand their customer base.
Where to start:
Search locally – Google Care Providers in your delivery zone or region to identify who may be a good fit.
Look for alignment – if you specialise in a particular cuisine (for example, Italian), seek out Care Providers who support clients from that cultural background.
Check directories – many Care Providers are listed on aged care directories or industry association sites, which can help you build a contact list. Start with these:
Building the connection
Preparation is important, but so is taking the initiative. Once you’ve identified potential Care Providers, reach out directly to start building a relationship.
Ways to make a strong first impression
Call and ask about their process for onboarding new meal providers.
Ask about client preferences such as meal types, packaging or delivery style to show you’re focused on their needs.
Follow up with a personal connection – arrange a meeting, or even drop off a tasting pack
Example call script
Here is a short introduction you can adapt for your own business:
“Hi, I’m [Your Name] from [Your Business], a local meal provider specialising in meals for Support at Home recipients.
We currently work with other Care Providers in the community and wanted to reach out to [Care Provider name] as we know you support many local clients. I’d like to ask about the process for becoming an approved meal provider with [Care Provider name].
Our meals are cooked locally in small batches, and we’ve had great feedback from Support at Home recipients about the quality and personal service we provide.
We’ve invested in systems to make it easy for Care Providers and their clients, including invoice splitting (70/30), easy online or phone ordering, and support for clients who need extra help signing up.”
Related resources
Get in touch with us
Don’t hesitate to reach out, we’re here to help you.