Update - Good evening,
We are pleased to confirm the following updates about our integration with Services Australia as of Monday evening:
- ✅ PRODA client contribution data received from Services Australia for most customers
- ✅ PRODA budget and funding source data received from Services Australia for some customers
We are currently manually testing to determine the health of the data and the amount of data present for each customer. Following these tests, we now plan to begin bulk syncing across customers from Tuesday. This process may take until 5th November, depending on response times and data availability from Services Australia for all customers.
We expect to give another update on Tuesday afternoon.
Thank you from everyone here at The Lookout Way. 🫡
Nov 03, 2025 - 16:31 AEST
Update -
Good afternoon, 👋
Welcome to day 3 of the Support at Home go-live.
We continue to observe good operational health over the Lookout platform, but we'd like to share some clarifications and fixes we've quickly deployed based on your questions and feedback.
Invalid SAH service codes:
Some users report seeing “Invalid SAH service codes” errors on the billing run errors page. The issue has been identified and a fix has already been deployed. To resolve, please generate a new billing run draft.
Time tracking log is missing:
This error appears when an invoice line is created for a time tracking log dated before 1 November. It does not affect valid invoices for Care Management created on or after 1 November. A fix is being prepared to remove these errors from billing runs.
PMF insight appearing:
This relates to the legacy HCP insight that tracked whether a Package Management Fee could be charged for the month. The insight is scheduled for retirement in the coming days. Users can ignore or opt out of individual insights to prevent it from displaying.
HCP leave tracking:
Transitioned HCP client records may still display leave types and the option to suspend a package. These options are not valid under SAH and will not function. The SAH funding type will be updated to align with other schemes while retaining standard leave functionality.
Unable to edit KM post visit:
Initial investigations show no loss of functionality. Users should still be able to edit provider travel and client transport kilometres after visits for SAH memberships. We will provide an update if further investigation reveals any change.
HCP (SAH transition) and SAH funding schemes:
The funding schemes “HCP (Support at Home transition)” and “Support at Home” are intentionally separate. This distinction exists because they follow different program rules.
A membership with the funding scheme “HCP (Support at Home transition)” remains a single membership that behaves like HCP before 1 November and like SAH after 1 November. The “Support at Home” funding scheme, on the other hand, applies only to new memberships created in Lookout after 1 November.
We are exploring ways to make this distinction clearer in the coming weeks. In future, when filtering for “Support at Home” memberships, results will include both transition and new SAH memberships to simplify reporting and management.
You can find additional information in our Support articles and FAQ pages at (https://support.thelookoutway.com/en/articles/support-at-home?utm_medium=web&utm_source=statuspage which cover a wide range of topics. If you can't find the answer you're looking for, or if you notice anything unusual, please log a request to the Customer Support portal at https://support.thelookoutway.com/customer-portal?utm_medium=web&utm_source=statuspage. Please note that you may need to create an account to access.
Nov 03, 2025 - 13:39 AEST
Update - Good afternoon,
Hope you're enjoying your Sunday.
We are pleased to confirm the following about Support at Home on the Lookout platform as of Sunday afternoon:
- ✅ 2,000+ visits with Support at Home rates and claim codes checked in
- ✅ 50+ hours of Care Management recorded
- ✅ PRODA client contribution data received from Services Australia for some customers, but funding source data continues to be empty
This is the first time we're seeing the shape of real data from Services Australia. We have iniated a manual sync to smoke test, and will continue with bulk syncing from Monday. This process may take until 5th November depending on response times and data availability from Services Australia for all customers.
We expect to give another update on Monday afternoon.
Thank you again from everyone here at The Lookout Way.
Nov 02, 2025 - 12:23 AEST
Update - Good afternoon,
We are pleased to confirm the following about Support at Home on the Lookout platform as of Saturday afternoon:
- ✅ Hundreds of visits have been checked in and out with new rates and claim codes
- ✅ Hours of Care Management have been recorded
- ✅ PRODA has been authorised and successful connections have been made
While our connections to PRODA have been successful, the responses they returned were empty of data. We take this to mean Services Australia is continuing to load data into PRODA. We will make another attempt on Sunday and expect to give an update mid-afternoon.
Thank you from everyone here at The Lookout Way. 🫡
Nov 01, 2025 - 13:15 AEST
Update - Good morning,
Happy Support at Home Go-Live Weekend! 🎉
We are pleased to confirm hundreds of Support at Home services have been successfully checked in and checked out across the Lookout platform since midnight. The Lookout platform remains fully operational and performing well.
We are now waiting for Services Australia to authorise PRODA. Once authorised we will attempt syncing client contributions, supplements, budget allowances, and levels. This process may take until 5th November, depending on response times and availability from Services Australia.
We expect to give another update mid-afternoon.
Thank you from everyone here at The Lookout Way. 🙌🙏
Nov 01, 2025 - 09:06 AEST
Monitoring -
We know that Support at Home go-live is a big moment for you and your clients, and we’ll be here to support you through it. 💪
What to expect on 1st and 2nd November:
Starting 1st November, and once PRODA access is authorised, Lookout will begin syncing client contributions, supplements, budget allowances, and levels. This process may take until 5th November, depending on response times and availablity from Services Australia.
We expect to give updates about system health and the transition mid-morning and mid-afternooon on 1st November.
You can learn at https://support.thelookoutway.com/en/articles/support-at-home-api-integration?utm_medium=web&utm_source=statuspage about how Lookout connects with the new Support at Home APIs and what’s updated automatically, how to test your setup, and how to check your clients’ latest funding and contribution balances.
Please refer to our Go-Live Considerations help article at https://support.thelookoutway.com/en/articles/go-live-considerations?utm_medium=web&utm_source=statuspage for further information on what to expect over the go-live weekend.
Customer support:
You can find additional information in our Support articles and FAQ pages at (https://support.thelookoutway.com/en/articles/support-at-home?utm_medium=web&utm_source=statuspage which cover a wide range of topics. If you can’t find the answer you’re looking for, Lookout will have Customer Support on call for urgent, business-critical issues that arise over the go-live weekend. All requests should be logged via the Customer Support portal at https://support.thelookoutway.com/customer-portal?utm_medium=web&utm_source=statuspage. Please note that you may need to create an account to access.
Monitoring system health
Internal real-time dashboards have been established to monitor system health across the platform and our integration with Services Australia. We are paying particular attention to visit check-in and check-outs so service delivery can continue. Our team will closely monitor these dashboards over the weekend and provide updates on the progress of the transition.
👉 Refresh this post on Saturday from mid-morning or subscribe to our status page: https://status.thelookoutapp.com for updates.
Oct 31, 2025 - 10:27 AEST