Right at Home Australia provides valuable in-home care for people living with complex and post-operative care needs, dementia and cognitive decline, older adults, and adults living with disability including NDIS participants. 

The Right at Home approach is underpinned by robust and comprehensive training to ensure first class delivery of its services.

Right at Home Australia managing director Daryl Sahli points to the need for excellent training to suit franchise owners from all walks of life. Some franchise owners bring nursing and hospital experience while others bring finance and accounting skills.

“It’s about finding the happy medium in how we train, and our education begins from the start of a franchise owner’s research into the brand,” Daryl says.

Setting the Foundation for a Robust Business

From the first enquiry, Right at Home is on the front foot ensuring potential franchise owners thoroughly research the market by using research templates and comprehensive questionnaires. And there are no shortcuts – the recruitment process can take six months as franchise candidates work through the nine-step process.

Research Helps Candidates Appreciate High Standards

“This is a very important step for candidates. We want them to understand the market and how Right at Home stands out,” Daryl says.

Franchise candidates must contact at least 10 other businesses and complete a checklist.

“We give candidates questions for competitors so they can compare how well they handle the enquiry,” Daryl explains. 

“At Right at Home, we value the incoming calls; it’s something we focus on in training. 

“How someone manages a phone call, what you say, when you say it, and how you can extract vital information and ensure the caller is happy for us to follow up with a home visit. 

“This initial exposure indicates the difference between us and our competitors.”

A Comprehensive Training Program is a Good Foundation

At this stage, candidates learn about the demographics of an area of their choosing and the business potential.

As they progress through the franchise recruiting process, candidates are provided with tools and support to create financial projections. They see first-hand what it’s like to run a franchise on a Discovery Day at Right at Home’s home office in Brisbane, where they get to visit a local franchisee.

After franchise owners sign the franchise agreement, they cement these learnings in a robust two-week training program called RightStart that gives them a thorough education on running a Right at Home franchise. Training does not stop there, other courses follow as the new businesses mature.

“Our comprehensive training covers everything from our mission, vision, core values and our brand promises, to how to recruit care workers, systems and care management, finance, pricing, accounting, and growth strategy,” Daryl explains.

Right at Home Franchise Owners Enjoy Structured, Multi-Layered Support

Equally important is the clinical governance aspect of the business. Before franchise owners can graduate they undertake relevant care management training, including dementia care.

“We use our own internal training resources and external training courses to deliver clinical governance education,” Daryl says.

“We operate under a complex compliance regime, which requires comprehensive systems and policies and procedures in order to function at the highest level.” 

Right at Home’s well-structured support systems foster franchisee performance and are designed to get new owners up and running and profitable as soon as possible.

“We have a team of people to nurture and support the new owners once they are operating their franchise,” Daryl reveals. 

It’s a hands-on approach with weekly calls to keep franchise owners on track as they set and meet targets, start staff recruitment and build up a client base. It includes extensive marketing guidance which builds on the knowledge franchise owners gain during RightStart training.

Right at Home’s layered support continues as franchise owners build their business. Once RightStart franchise owners have reached certain benchmarks, they graduate to the Business Success program that features training on finance, KPIs, accounting, problem solving, and leadership. 

“The final arbiter of success is the speed with which a Right at Home office gets to breakeven,” Daryl says.

High-achieving franchise owners can reach breakeven within eight to 12 months.

Training Leads to Professionalism and a Superior Care Service

And the learning is not just delivered top-down. Right at Home invites franchise owners to join a performance group of eight or nine other franchise owners. These groups provide mutual support and valuable peer insights.

“Nothing is more powerful than learning from another franchise owner,” Daryl explains. 

“They work together to build their businesses.”

Right at Home’s thorough and ongoing support and training has two benefits: it ensures franchise owners are comfortable with the challenges of running a business at every stage of development and maturity; and a full understanding the demands of in-home care clients and their families. 

Care is at the heart of the business and some client-facing skills require annual training updates including first aid and CPR, manual handling, and medication management.

“Critical compliance regulations are changing all the time so we have multiple touchpoints to ensure everybody in the home office, franchise owners, and their staff, are up to date with the latest information and training,” Daryl says.

“Some courses are mandated under government regulations but at Right at Home we’ve taken all that to a higher level. 

“It’s the efficacy of training only franchise owners can testify to.

“Our fully trained franchise teams are well prepared, know what’s expected, and understand compliance.

“At Right at Home we really do care and that’s why clients can rely on us for superior service and why we continue to grow at a steady pace.”

This article was first published in Inside Franchise Business.

Right at Home Australia is a leading provider of quality in-home care. Our mission is to improve the quality of life for those we serve ensuring the Right Care, Right at Home™.  We support people living with complex and post-operative care needs, dementia and cognitive decline, older adults, and adults living with a disability including NDIS participants. Our tailored services help clients to remain safe and independent in their homes. We have 59 territories across Australia and growing. If you are interested in a franchise opportunity with Right at Home, call us on 1300 363 802 or email This email address is being protected from spambots. You need JavaScript enabled to view it..