For people seeking care – Find Local Support Workers

How agreements work on Mable

How can we help you?

What is an agreement?
How to create an agreement
Including a cancellation policy
How to choose services and rates
How clients accept, view and terminate agreements
How support workers view, edit and terminate agreements
What does a client do if they disagree with an agreement?
What if a client can’t accept an agreement?
What happens if an agreement is cancelled or terminated?

What is an agreement?

When a client and a support worker discuss the job details, they will discuss what services will be provided, a schedule, and rates. Once these details have been settled, the support worker will send the client an agreement outlining all the details they discussed and agreed on. The agreement created is between the client and the support worker only.

An agreement on Mable typically includes:

Where the support services will occur
When the services will occur (time, days)
What types of support you will be receiving
The agreed hourly or flat rates for the support services, including rates for public holidays
What kind of activities the support worker will be helping you complete
Terms about minimum hours per support session, cancellation policy, policy on finishing early or late, etc.
Terms on when the agreement may be changed, updated or terminated and what happens in each case
Terms related to feedback and complaints and how they should be handled.

Once a support worker offers an agreement, the client must accept it before the support worker can begin working. The agreement will remain Pending in a support worker’s account until the client accepts it.

If an agreement has not been accepted, the support worker is not covered by insurance for any work they do.

How to create an agreement

Mable provides support workers on our platform with open fields to complete which are designed to capture all the details that they have decided on with their client. Mabel does not provide set clauses or template agreements, because it is up to the client and support worker to decide on the agreement terms. They then send it to the client for review and approval.

The fields marked with an asterisk are mandatory to fill in. This is because they make up the minimum information that’s required to form an agreement. Other sections are optional, but we recommend including all relevant information to make your agreement as detailed as possible. Being specific will help avoid misunderstandings.

Please note there are different instructions depending on whether you are logged into your account on a browser (for example, Google Chrome or Safari) or the mobile app.

Browser instructions:

Select Inbox from the menu options on the left
Select the chat with the relevant client
Select the i icon ⓘ in the top right-hand corner
Select Offer an agreement
Select the relevant job
Fill in the fields
Select Send agreement

Mobile app instructions:

Select Messages
Select the chat with the relevant client
Select the i icon ⓘ in the top right-hand corner
Select Create agreement
Select the relevant job
Fill in the fields (Rates may pre-populate, but you can make changes as required to meet the one you have negotiated with your client)
Select Send agreement

Including a cancellation policy

A cancellation policy is important because it sets expectations regarding what is required should either party need to cancel a support session.

Both clients and support workers can insert cancellation policies into an agreement, but both parties must agree.

A good cancellation policy will set expectations for both timely and last-minute cancellations. It should outline how much notice is expected, what to do in circumstances where this isn’t possible, and any rates that may be charged if a cancellation were to occur.

Don’t forget, the amount of notice that’s required to avoid cancellation fees should be reasonable, fair, and comply with regulations. For example, an older Australian under Support at Home cannot be charged cancellation fees where they provide more than 2 business days notice.

Cancellation policies can also cover how cancellation works in any emergency situation, where it is not possible to provide anything but short notice.

For NDIS-funded sessions, refer to the NDIS Short Notice Cancellation guidelines in the NDIS Pricing Arrangements and Price Limits.

Here are some examples of how a cancellation policy can be set out on Mable.*

Example 1

“If you need to cancel a session, contact me by messaging me on [phone number/Mable chat] as soon as possible. If you provide less than 24 hours’ notice, support hours will be submitted for the full cost of the cancelled session.

If I need to cancel a session due to personal illness or other unexpected circumstances, I’ll contact you by messaging you on [phone number/Mable chat] as soon as possible. I will give you 2 weeks’ notice of any planned leave. It is your responsibility to find alternative support options if I am unavailable to attend a support session.”

Example 2

“If for any reason you wish to cancel your scheduled support session, you are advised to give me at least 48 hours’ notice. Any cancellations made within 48 hours of the scheduled support will incur the full session fee.”

Note: If you’re a client receiving aged care services and need to cancel a session within 48 hours, your Support Worker may be entitled to charge the full amount for the booking. To avoid surprises, we recommend you make sure the cancellation terms are clearly agreed and documented in your service agreement.

How to choose services and rates

Rate types and service groups are selected from a list during the process of creating an agreement.

Support workers fill in the rates and services relevant for the session(s).

If the client has specified services in the job, these will be pre-populated on the agreement, but if further services have been discussed and agreed on, they can be added. However, the support worker can only select from services they have been approved to provide.

Service groups give support workers the option of grouping services with the same rates in agreements. If they charge different rates for different services, they can create multiple service groups for the same agreement.

Add service groups and rates:

(Note: you cannot amend pending agreements on the mobile app.)

Create an agreement or amend an existing agreement
Select Edit service(s) under Services and rates
Select the service(s) you plan to provide that share the same rate
Select Confirm
Fill in the rate fields, or Delete any that are not relevant
If you want to add a weekday evening rate or weekday overnight rate, select Add another rate, select the relevant rate, then add the rate amount
If you are providing other services at a different rate, select Add another service group
Follow the same steps as above
Continue to add service groups until all of your services and rates are listed
Finish filling in your agreement and Send agreement/Send updated agreement

When selecting rates, the support worker’s indicative rates will pre-populate (based on what the support worker has set on their profile), but they can change them. They should set the rate they agreed on with their client.

They should also consider the NDIS Price Limits if they’re providing support to an NDIS client.

Learn more:

How clients accept, view and terminate agreements

Please note there are different instructions depending on whether you are logged into your account on a browser (for example, Google Chrome or Safari) or the mobile app.

View and accept an agreement

Browser instructions:

Select My support workers
Select Pending
Select View agreement under the relevant support worker
Review the details
At the bottom of this screen, you can either message the support worker, accept the agreement, or decline the agreement

Mobile app instructions:

Select Workers
Select Agreements
Select the support worker with a Pending label beneath their name
Review the details
At the bottom of this screen, you can either message the support worker, accept the agreement, or decline the agreement

View or terminate an agreement you’ve already accepted

Browser instructions:

Select My support workers
Make sure you're in the Active tab
Select View agreement below the relevant support worker
Scroll down and select the arrow beside Manage agreement
Select Terminate agreement
Select a reason for termination and then select Terminate agreement

Mobile app instructions:

Select Workers
Select Agreements
Select the relevant support worker's name
Review the agreement details
If you want to terminate the agreement, scroll to the bottom and select Terminate

How support workers view, edit and terminate agreements

Please note there are different instructions depending on whether you are logged into your account on a browser (for example, Google Chrome or Safari) or the mobile app.

View, edit or terminate an active agreement

Browser instructions:

Select My clients in the left-hand menu bar
Select Active
Select View agreement below the relevant client
Scroll down to the bottom of the page and select the arrow to the right of Manage agreement
Select Update agreement or Terminate agreement
Make the required changes
Select Save and send to [client's name] OR Terminate agreement depending on whether you're amending or terminating.

Mobile app instructions:

Select More in the bottom right-hand corner
Select My clients
Select Active
Select View agreement below the relevant client
You can now view the agreement
If you want to amend or terminate it, scroll down and select the arrow next to Manage agreement
Select Update agreement or Terminate
If you are terminating the agreement, select a reason why and then select Terminate agreement
If you are updating the agreement, make the relevant changes and then select Send updated agreement

View, edit or terminate a pending agreement

Please note a pending agreement can only be terminated via the original mobile app.

Browser instructions:

Select My clients in the left-hand menu bar
Select Pending
Select View offer below the relevant agreement
Make the required changes
Select Save and send to [client's name]

Mobile app instructions:

Select More in the bottom right-hand corner
Select My clients
Select Pending
Select View offer
You can now view the agreement
If you want to amend the agreement, make the required changes and select Send updated agreement
If you don't want to make and amendments, scroll down and select Back and/or Cancel

What does a client do if they disagree with an agreement?

An agreement can be rejected, for example, if the agreed-upon times are incorrect.

If this happens, clients are allowed to reject the agreement. They should contact their support worker first to explain why and discuss fixing the terms of the agreement. The support worker will then send a new agreement with the correct details. Once the client is happy with the agreement, they should accept it, and the support worker can begin working.

What if a client can't accept an agreement?

Clients will not be able to accept an agreement until their Mable account is completely set up. This includes filling out emergency contact information and payment details – which need to be verified. This is to protect both clients and support workers.

What happens if an agreement is cancelled or terminated?

If a support worker terminates an agreement or a client cancels an agreement, the booked job cannot proceed.

This means the client will need to find a new support worker if they still want to fill the job. This can be done by searching support worker profiles or posting a new job ad.

When a client views a terminated agreement, they will be presented with the option to Find worker. Selecting this option will create a ready-made job post with pre-populated details from the terminated job, so the client can post a new job ad without starting from scratch.

* The examples provided are illustrative only and are not intended as legal advice or to be used as template clauses. Mable does not prescribe any specific language to use in agreements. Parties using this or similar language are doing so by their choice.

What is instant booking?

Reduce the back-and-forth, and lock in the right support faster with instant booking.

What do you need help with?

What is instant booking?
How do I find and book with a support worker offering instant booking?
How do I set myself up as a support worker offering instant booking sessions?

What is instant booking?

Instant booking is a type of support work booking that allows clients and support workers to fast-track the booking process.

Support workers can include an agreement with their application, giving you the key details up front like rates, services and availability, to help you choose the right person faster. This means you can lock in a support worker faster. When the agreement has been accepted, it will be confirmed instantly and you can message each other to organise your support sessions.

By simply accepting a support worker agreement as part of their application, you can proceed to discussing scheduling sessions!

How do I find and book with a support worker offering instant booking?

You can find a support worker who offers instant booking by checking any applications to jobs you’ve posted.

A job might not be eligible for instant booking if Mable is still waiting for verification of your funding or if the support worker’s services don’t match the services in your job post.

Find and book a support worker with instant book

View Applications.
Navigate to the Manage Workers screen.
This is where all new applications to jobs you've posted appear.
Find instant booking applications.
Eligible applications will display the "instant booking" badge. You can also filter applications by checking the instant booking tick box to bring all instant booking applications to the top of the list.
Review the Application.
Select an application by clicking View application to open the details.
Accept or decline.
You will be presented with the option to click Book now or Decline application.

If you click Book now:
The application is accepted and you will see a success message. You will receive an automatic notification message letting you know you've been connected with the support worker and can now start chatting to organise your first session. The agreement is now in place between you both.
If you click Decline application:
You will be asked to select a reason you are declining the application.
Plan the session.
Once you have accepted the support worker's application, you can communicate with the support worker (usually via the inbox) to agree on a time and day for the first session, which your support worker will then book.

How do I set myself up as a support worker offering instant booking?

Set yourself up as an instant booking support worker

Find and Apply for a Job.
You simply search for a job and click the Apply button.
Application Preference Screen.
If the job is eligible for instant booking, you will see a screen offering you a choice of how you’d like to apply.
Note: Not all jobs are eligible for instant booking. A client might not be able to offer instant booking if they are waiting for funding verification, or if your services don’t match the services in the job post.

Choose how you want to apply.
You must choose one of the following:
I accept instant bookings.
You proceed through the usual application steps plus three additional steps: adding your Services, Rates and Agreement. By completing these extra steps, the application should be eligible to instant book, allowing the client to review and accept your application faster.
I prefer a conversation first.
This will take you through the current steps to making a booking with a client.

Badges: A new way to build confidence and unlock work opportunities

Helping clients make informed choices while highlighting reliable, trusted support workers.

Building trust and strong connections between clients and independent support workers is key to creating support relationships that truly benefit everyone. That’s why we’re adding badges to independent support worker profiles. They’re a simple way to visually recognise and reward support workers who commit to Mable’s standards and deliver continuous, quality work. And they give clients extra clarity when choosing support.

From verification and qualifications to the coveted Superstar status, you’ll be able to spot badges that share more about a support worker’s status on the Mable platform and their achievements. Our new badges help clients make confident choices and give support workers recognition for their skills, experience, and qualifications.

About the badges

Superstar

The special Superstar badge is awarded to support workers who consistently deliver excellent support and professional standards on Mable. To qualify for the Superstar badge, a support worker must:

Complete 100 hours on Mable in the last 3 months.
Support at least 2 clients on Mable.
Consistently show positive behaviour: no verified complaints, incidents, or bookings taken off platform.

A support worker’s Superstar status is reviewed every 3 months to ensure they maintain the high standards the badge represents.

New on Mable

Support workers who have joined Mable within the last 3 months will have a ‘New on Mable’ badge on their profile. This badge helps clients recognise and welcome new members of the community.

Verified on Mable

The Verified badge confirms a support worker has successfully met the eligibility criteria in our Verification Policy, including the following:

Reference checks – We complete personal and/or professional reference checks depending on the support they intend to provide.
Qualification checks – We verify every qualification listed to ensure a support worker is qualified to provide services such as nursing or physical therapy if they intend to offer them on Mable.
Infection control training – All support workers must complete infection control training.
Australian Business Number (ABN) – Every support worker must have a valid ABN to confirm they are registered as a business with the Australian Government.

NDIS Worker Screening Check (NDIS WSC)

The NDIS WSC is a national assessment that is recognised in both the aged care and disability sectors, and includes screening for any criminal history. It involves continuously screening support workers to ensure they remain suited to providing support services.

Working With Children Check (WWCC)

The safety and well-being of all children is non-negotiable on Mable. Support workers who plan to offer support to children under the age of 18 must hold a valid Working With Children Check.

We ensure that no one can provide services to minors if their WWCC has expired.

What this means for you

As a client, when choosing your support workers, you’ll spot different badges on their profiles which can help you decide who to connect with. When engaging any support worker, we encourage you to double-check their credentials with them before proceeding to ensure accuracy and peace of mind.

For support workers, we encourage you to check out your profile to view any badges you have!

How to clear your cache

The steps for clearing your cache and/or cookies are different depending on which internet browser you are using.

Please select your browser from the list below to find the right instructions for you.

The icon for each browser is included in each section, so if you are unsure which browser you are using, please check each icon for the one that looks familiar.

Google Chrome

On a computer

On your computer, open the internet with Chrome and follow the steps below:

In the top right-hand corner, click the 3 vertical dots
From the list that opens, select Delete browsing data…
From the list next to Time range, select All time
Select Cached images and files – make sure every other option is unticked
Select Delete data

On an iPhone or iPad

To clear the cache on your iPhone, follow these steps:

Open the Chrome app
In the bottom right-hand corner, select the 3 horizontal dots
There will be a horizontal list of icons/images at the top of the window that opens – scroll through the icons horizontally and select Settings
From the list that appears, select Privacy and security
From the very top of the list that appears, select Delete browsing data
Select Time range and then select All time
In the top left-hand corner of the screen, select Back
From the list that appears, select Cached images and files – make sure every other option is unticked
At the very bottom of the screen, select Delete browsing data

On an Android device

To clear the cache on your Android phone, follow these steps:

Open the Chrome app (Locate and tap the Chrome app icon on your Android device)
In the top right-hand corner, select the 3 vertical dots
In the list that appears, scroll down and select Settings
In the list the appears, select Privacy and Security
Select Clear browsing data
Next to Time range, select All time
Select Cached Images and Files – make sure every other option is unticked
Select Clear data
Depending on your Chrome settings, a pop-up might appear and ask you to confirm. Select Confirm.

Safari

On a computer

On your computer, open the internet with Safari and follow the steps below:

In the top left-hand corner of the screen, select Safari
From the list that opens, select Settings
Select Advanced
At the very bottom of the list, select Show features for web developers
Close the Settings window
At the very top of the screen, select Develop (the 7th option across)
From the list that appears, select Empty caches
Nothing else will pop up or visibly change, but you have successfully cleared your cache.

On an iPhone or iPad

Please note, these instructions will also clear your website data, which means you will be logged out of any online accounts (such as Facebook or your email account). Please make sure you know your login details for your online accounts before you follow these steps.

Open the Settings app
Scroll all the way down and select Apps
The list is alphabetical, scroll down to S and select Safari
Scroll down and find the HISTORY AND WEBSITE DATA section, select Clear History and Website Data
Select All history
Select Clear History

Samsung Internet

On an Android device

Open the Settings app
Scroll all the way to the bottom and select Apps
The list of apps that appears will be in alphabetical order, scroll down and select the Mable app
Scroll down and select Storage
From the bottom right-hand corner, select Clear cache

Microsoft Edge

On a computer

On your computer, open the internet with Edge and follow the steps below:

Open the internet with Microsoft Edge
In the top right-hand corner, click the 3 horizontal dots
From the menu that appears, select History
In the top right-hand corner, select the 3 horizontal dots (to the right of the word History)
Beneath Time range, select All time from the drop-down menu
From the menu, select Cached images and files – make sure every other option is unticked
Select Clear now

Other browsers

Please follow the links below to find instructions in how to clear your cache.

How to pay for support on Mable

Clients hiring support workers through the Mable platform have a few payment options, but these vary depending on their funding source.

What do you need help with?

Paying for support privately
Paying for support with a Home Care Package
Paying for support with NDIS funding
Other government funding or insurance
Paying for support with cash

Paying for support privately

As a client, if you want to pay for support work privately, you have two payment options: credit/debit card payments or direct debit.

To set up these payment options, please follow the steps below.

Credit or debit card

Invoices and/or receipts are issued for all credit/debit card payments for reporting purposes.

To set up a credit or debit card payment please follow the steps below:

Pay with Credit or Debit Card on the Mable website

Log in
Navigate to Account and then Payment Details
Select No under the question “Are you using government funding to pay for this support?“
Select Credit and debit card under the question “How would you like to pay?“
Fill in the details
Click Save and continue

Pay with Credit or Debit Card on the Mable mobile app

Log in
Navigate to Account and then Payment Details
Select No under the question “Are you using government funding to pay for this support?“
Select Credit and debit card under the question “How would you like to pay?“
Fill in the details
Click Save and continue

We will verify your funding details and email you when it’s complete.

Direct Debit from a bank account

To use this method, a direct debit authority form must be completed and uploaded – this can be found in the Payment details section of your account. Mable will issue receipts for the amount debited.

To set up this payment option follow the steps below:

Pay with Direct Debit on the Mable website

Log in
Navigate to Account and then Payment details
Select No under the question “Are you using government funding to pay for this support?“
Select Direct debit under the question “How would you like to pay?“
Fill in direct debit details
Download the authorisation form, fill it out, and upload it
Click Submit

Pay with Direct Debit on the Mable mobile app

Open and log into the Mable mobile app
Navigate to Account and then Payment details
Select No under the question “Are you using government funding to pay for this support?“
Select Direct debit under the question “How would you like to pay?“
Tap Next
Fill in the direct debit details
Download the authorisation form, fill it in, and upload it
Tap Submit

We will verify your funding details and email you when it’s complete.

Paying for support with Support at Home funding

If you are a client paying for support work with Support at Home funding, Mable will send the invoices straight to your Support at Home provider. You can access your invoices from your Mable account at any time. You can also choose to receive a copy of each invoice via email.

Pay for support with Support at Home funding

Log in
Navigate to Account and then Payment details
Select Yes under the question “Are you using government funding to pay for this support?“
Select Support at Home under the question “What type of funding?“
If you’re self-managed and already have a Support at Home provider, enter the name of the provider. Otherwise, contact us if you’d like us to refer you to a provider
If you wish to, fill in the fields below Invoices
Select Save and Continue

We will verify your funding details and email you when it’s complete.

Paying for support with NDIS funding

If you are self-managing or plan-managing your NDIS funds through a provider, you can use your funds to book a support worker on Mable.

Self-managed

After each support session is completed, the support worker will submit their support hours, including their support notes, which will be sent to you for approval.

Once a week, as long as you have approved your support worker’s support hours, Mable generates an invoice and issues it to you for payment via electronic funds transfer.

All invoices will need to be paid within 7 days.

To set payment up, follow the steps below.

You will need documentation showing that you receive government funding that is self-managed. We will accept your full NDIS approval letter or the pages of your NDIS approval letter (as a PDF or photo) that show your full name, plan date, and evidence your funding is self-managed.

Pay for self-managed support with NDIS support funding

Log in
Navigate to Account and then Payment details
Select Yes under the question “Are you using government funding to pay for this support?“
Select NDIS under the question “What type of funding?“
Select Self-managed under the question “What type of plan?“
Upload your full NDIS approval letter or the relevant pages of your NDIS approval letter
Fill in your NDIS number
If you wish to, fill in the fields below Invoices
Select Save and continue

Mable will verify your funding details within two business days and email when it’s complete.

Plan-managed

After each support session is completed, the support worker will submit their support hours, including their support notes, which will be sent to you or your coordinator (if you are coordinator managed) for approval.

Once a week, as long as you or your coordinator have approved your support worker’s support hours, Mable generates an invoice and issues it directly to your plan manager for payment.

To set this up, please follow the steps below:

Pay for plan-managed support with NDIS support funding

Log in
Navigate to Account and then Payment details
Select Yes under the question “Are you using government funding to pay for this support?“
Select NDIS under the question “What type of funding?“
Select Plan-managed under the question “What type of plan?“
Fill in your plan-manager’s organisation
Fill in your NDIS number
If you have one, fill in your Plan Partners or Plan Trackers Referral code
Under Invoices fill in an email address if you’d like to receive a copy of the invoices sent to your plan manager
Select Save and continue

We will verify your funding details and email you when it’s complete.

Other government funding or insurance

If you are responsible for managing your own disability funding through a different government agency (for example, Department of Veterans’ Affairs financial support) or insurance, you are able to use the Mable platform to find and book support workers.

After each support session is completed, the support worker will submit their support hours, including their support notes, which will be sent to you for approval.

Once a week, as long as your support worker’s support hours have been approved, Mable generates an invoice and issues it directly to you for payment.

To set this up, please follow the steps below:

Pay for disability support with other government funding

Log in
Navigate to Account and then Payment details
Select Yes under the question “Are you using government funding to pay for this support?“
Select Other under the question “What type of funding?“
You will be asked to email us your funding details
Under Invoices fill in your email address if you would like to receive a copy of the invoices sent to your funding source
Select Save and continue

We will verify your funding details and email you when it’s complete.

Paying for support with cash

Under Mable’s Client Terms of Use and Support Worker Terms of Use, independent support workers cannot accept cash payments. Payment must be made through Mable’s platform.

Communicating, booking, and paying through the Mable platform also ensures a transparent record of all support delivered and payments made, giving all parties peace of mind.

Any attempts to move work away from Mable breaches the Terms of Use and puts our community’s safety at risk.

If a support session has not been invoiced through the Mable platform, the support worker will not be covered by our suite of insurance, and neither party will have access to Mable’s Trust & Safety Team.

FAQs: client ID verification

Why is Mable introducing ID verification?

The safety of both clients and support workers on Mable is always front of mind for us, which is why we are introducing client verification.

Support workers on Mable follow a strict onboarding and verification process. The introduction of ID verification for clients is the next step to facilitate a safe and trusted community on Mable.

What is ID verification and why is it used?

ID verification on Mable is a security measure used to confirm your identity.

It involves checking the details you provide from a government-issued ID (like an Australian driver’s license or a passport) against official databases.

This helps create a safe environment for both you, as a client, and the support workers you connect with on Mable.

What documents are required for ID verification?

To verify your identity, you’ll need to provide details from one of these government-issued IDs:

Australian driver’s licence
Medicare card
Australian passport.

What information do I need to provide to have my ID verified?

You will need to provide some information from one of our three valid ID types such as:

Your legal name
Date of birth,
Document number (for example, your driver’s license number).

That’s all the information we need.

Is my personal information safe during ID verification?

Your privacy is our priority.

We don’t store any of the information you provide specifically for ID verification. The details you enter are sent directly to greenID, an Australian ID verification company, for the check. For more information, you can review greenID’s Privacy Policy.

What happens if my ID verification fails?

Don’t worry if your verification isn’t accepted on the first try. You’ll be notified and have 5 attempts to re-enter your details correctly.

If you’re unsuccessful after 5 attempts, our team is happy to help. You can reach us at 1300 736 573.

Who should I contact if I have questions about ID verification?

Our Australia-based customer support team is always happy to help. Please call us on 1300 736 573 with any questions you have about ID verification.

What happens if the name I choose to be called is different to the name on my ID? Can I have a different name in the system?

Our verification process cross-checks the information you provide from a government-issued ID against official databases. So, you must use the legal name on your chosen ID for this check.

But this all happens in the background, and any of the details you give us, including your legal name, will not be made public.

You can sign up to Mable with your preferred name. You can use that name on the platform and when communicating with your support worker.

I use Mable to organise care for a loved one. Do I verify their ID or mine?

Mable only verifies the identity of the account holder.

If you are the account holder, we’ll verify your ID and not the person you are seeking support for, even if they are another adult.

Does ID verification cost me anything?

No, there is no cost.

Is ID verification mandatory on Mable for clients?

Yes, ID verification is now mandatory for all non-coordinator clients on Mable from Monday 2 December. Support workers on Mable already have a mandatory verification process to protect clients. The introduction of mandatory ID verification for clients will help to create a safe and trusting community on Mable for both clients and support workers.

How do I verify my ID?

Our ID verification process is quick and simple.

If you are an existing Mable client, you will be able to find our ID verification form on your account dashboard on both mobile and web.

If you are new to Mable, you will be asked to verify your ID when you first sign in to your Mable account.

When completing the verification form, you will be asked to enter details from one of our three accepted government-issued IDs:

Current Australian driver’s licence
Medicare card; or
Australian passport.

There is no need to upload images of your ID documents. We simply require information from your chosen ID document, such as your legal name, date of birth, and driver’s license number. This information will be submitted for verification with our third-party partner.

What happens if I do not verify my ID?

If you don’t complete an ID verification by 2 December, you will not be able to post a job or message a new worker.

Who is this ID verification mandatory for?

With this change, Mable now has mandatory verification processes in place for clients and independent support workers.

What if I don't have government-issued ID?

Mable only accepts three types of government-issued ID documents for verification:

Current Australian driver’s licence
Medicare card; or
Australian passport.

Without one of these forms of ID, you won’t be able to complete our mandatory ID verification. Without ID verification you won’t be able to post a job or message a new independent support worker.

Why does my support worker provide notes?

When support workers submit their support hours on Mable, they’re prompted to write support notes for the session. They’re also asked if any incidents happened during the session.

Workers who provide services to clients who receive Support at Home funding are required to provide health and wellbeing notes if they notice a change or deterioration in a client’s health and wellbeing. This helps the funding provider to give timely assistance and meet Aged Care Quality and Safety Standards.

What are support notes and why does my worker provide them?

Support notes describe the support services provided, key activities and what was achieved during the session. The activities should match the type of service that was booked.

You may also ask your worker to take photos during your session to attach to their support notes to capture a fun moment, achievement or something that’s important to you. Your worker must ask for your consent to take your photo.

Your worker is required to provide support notes for your session under Mable’s Terms of Use.

Notes:

Are a record of services provided during a support session, and can be used in case of an incident or dispute.
May be required under NDIS regulations and various Aged Care Quality and Safety Standards.
Are a way you can demonstrate your use of support services if you have, or are applying for, government funding.

The information provided in the support notes also helps Mable raise invoices, verify services and identify trust and safety-related matters.

Support notes can be found on your worker’s support hours submissions.

FAQs

What are health and wellbeing notes?

Health and wellbeing notes apply only to clients who receives Support at Home funding.

Support at Home providers are required to monitor client health and wellbeing under the Aged Care Quality and Safety Standards. This is an important safeguard for aged care clients and is designed to help them get support that meets their changing needs sooner, so they can live safely and independently at home for longer.

To assist providers to meet this requirement, when submitting support hours for a client who receives Support at Home funding, support workers are prompted to select either ‘no health and wellbeing changes observed’ or to add health and wellbeing notes if they notice a change or deterioration in a client’s health and wellbeing.

Mable provides support workers with a checklist and examples of health and wellbeing notes that are professional and objective.

If a provider gets health and wellbeing notes for one of their clients, they will decide whether they will contact the client to further discuss the observed change and determine if assistance is needed.

If no assistance is needed, then no further action will be taken.

If assistance is needed, a provider will work with the client and their representatives. Assistance can include adjusting supports and services temporarily or providing for longer-term needs.

Who can read my support worker’s notes?

Support notes can be read by the following people:

The person managing a client’s Mable account and approving support hours – this may be a client or their representative.
A client’s support coordinator and/or provider, if applicable.
The Mable Finance or Customer Support team, in the case of an issue.
An insurance company claim assessor, in the case of a claim by you or your worker.
The Mable Trust and Safety Team if an incident has been reported, or a complaint has been made.
In some circumstances, Mable may be legally obligated to disclose support notes to a legal or regulatory body.

Health and wellbeing notes apply only to clients who receive Support at Home funding and are shared with a client’s provider.

If the client account is self-managed, the support worker has a choice of whether to share these health and wellbeing notes with the account holder.

If a client has a coordinator-managed account on Mable, health and wellbeing notes are shared with the coordinator and provider.

What if I don’t think my worker’s notes are accurate?

Support notes should be professional and objective. If you believe that the notes are not an accurate record of your session, speak to your support worker to request they amend and re-submit their notes for approval. If you are unable to resolve the issue and believe the notes are misrepresentative of the support provided and activities that took place during the support session, contact: trustandsafety@mable.com.au

Health and wellbeing notes apply only to clients who receive Support at Home funding.

If you have any questions about health and wellbeing monitoring or if you believe your worker’s health and wellbeing notes are not accurate, please contact your provider.

How to manage support workers from your Mable account

As a client on Mable, you can easily use your account to manage support workers you have connected with.

In Manage workers (or Workers on the mobile app) you will find:

Jobs you’ve shared and who you shared them with
Job applications you’ve received
Profile summaries for support workers who have responded to your job listings and details about their skills, indicative rates, availabilities
Declined job applications
The option to message support workers.

To manage support workers and jobs from your Mable account, follow these steps:

Login to your Mable account
On your browser select Manage workers, or on the app select Workers
On this page you will find Job applications sent to you and Jobs you’ve shared
Select a job to review the job’s details or to message the support worker
To remove a card from the list select Remove from list (please note, the job will still be listed on the support worker’s end as long as the job is still active).

In the mobile app, the Workers window also includes a tab for Agreements. Select this to review and manage your agreements with support workers. These include Agreed support services, Agreed rates, and Agreed terms for each job you’ve posted.

On your browser, your agreements can be found by selecting My Workers in the left-hand menu bar and then selecting My agreements beneath the relevant job.

How to split your job between your support team on Mable

Building independent support worker teams on Mable is a great way for clients to ensure support continuity.

By having multiple workers on your team, you’re more likely to continue receiving support in case any of your workers are unavailable.

If your goals and needs are diverse, building a support team also eases the pressure of finding one support worker to cover everything. Job splitting is ideal to finding more workers to cover what you’re looking for.

Mable makes it easy for you to build your team with our Job Splitting option.

How to split jobs on Mable

Once you’ve logged into your Mable account, visit the Jobs section and select the Standard job option.

You’ll be asked when posting a job about how many support hours per week and estimated total hours per week you want.

We’ll ask you about splitting your job if it has at least:

three weekly sessions, or
three services needed, or
nine estimated total weekly hours.

By selecting this box, we’ll let workers know you’re happy to split this job between multiple workers.

This means more workers could be available for you to choose from, meaning you increase your chances of receiving support even if one of your workers is unavailable.

Splitting your job also means workers may be more likely to apply if their skills meet part of – but not all – your job’s requirements.

Selecting Learn more about how to split a job will show further details on how this works.

Once you have selected job splitting, your job post will be updated to show your willingness to split work.

This option is displayed when at least one of the following applies for your job:

You have selected three or more services to be performed.
You have indicated you need 9 or more hours per week of support.
You have indicated you need three or more sessions of support per week.

How to plan, view and edit support sessions

Whether you’re a support worker or a client, you can use your Mable account to plan and manage your support sessions.

How can we help you?

How to plan a session
How to view planned sessions
How to edit planned sessions
How to cancel planned sessions

How to plan a session

To plan a session, you will need to log into your Mable account.

Instructions vary depending on whether:

You are a support worker or a client
You’re using a browser (for example, Google Chrome or Safari) or the mobile app.

Please find the right steps for you in the list below.

Support workers

Browser instructions:

Select Manage sessions from the menu on the left-hand side of the screen
Select Plan a session from the top-right corner
Follow the steps, filling in all the fields
Select Plan sessions.
You will now be able to view your planned session in your calendar.

Mobile app instructions:

Select Plan a session in the Home tab
Follow the steps, filling in all the fields
Select Plan sessions
Select View to go to your planned session, or Close
You will now be able to view the session in the Sessions tab.

Clients

Browser instructions:

Select Show calendar
Select Plan a session
Fill in the fields
Select Plan sessions.

Mobile app instructions:

Select Show all, beside the Calendar
Select Plan a session
Fill in the fields
Select Plan Session.

How to view planned sessions

To view a session, you will need to log into your Mable account.

Instructions vary depending on whether:

You are a support worker or a client
You’re using a browser (for example, Google Chrome or Safari) or the mobile app.

Please find the right steps for you in the list below.

Support workers

Browser instructions:

Select Manage sessions from the menu on the left-hand side of the screen
From here, you can view any planned sessions
Select a specific session to review the session details

Mobile app instructions:

Select View all sessions from the Home tab
Browse your sessions or select one to see more information.

Clients

Browser instructions:

Select Show calendar
All of your planned sessions will be listed here, organised by date
Select a specific session to review the session details.

Mobile app instructions:

Select Show all beside Calendar
Use the right and left arrows in the top right-hand corner to scroll from week to week
Any sessions planned for that week will be listed for you to review
Select a specific session to review the session details.

How to edit planned sessions

To view a session, you will need to log in to your Mable account.

Instructions vary depending on whether:

You are a support worker or a client
You’re using a browser (for example, Google Chrome or Safari) or the mobile app.

Please find the right steps for you in the list below.

Support workers

Browser instructions:

Select Manage sessions
Select the relevant session
Select Edit from the menu on the right-hand side
Make the changes
Select Send update
This will send a notification to your client.

Mobile app instructions:

Select View all sessions
Select the relevant session
Scroll down and select Edit below Session options
Select either This session or This and all following sessions
Select Edit session
Make the required changes
Select Send update
This will send a notification to your client.

Clients

Browser instructions:

Select Show calendar
Select the relevant session
Select Edit
Make the changes
Select Send update
This will send a notification to your support worker.

Mobile app instructions:

Select Show all beside Calendar
Select the relevant session
Select the three vertical dots in the top right-hand corner
Select Edit
Make the changes
Select Submit
This will send a notification to your support worker.

How to cancel planned sessions

We understand that sometimes you will need to cancel a session. Please include a cancellation policy in your agreement, just in case.

Instructions vary depending on whether:

You are a support worker or a client
You’re using a browser (for example, Google Chrome or Safari) or the mobile app
You planned the session or not.

Please find the right steps for you in the list below.

Support workers

Browser instructions:

Select Manage sessions
Select the relevant session
If your client planned the session, skip to step 6, otherwise, select Cancel
Fill in the fields
Select Cancel session
If your client planned the session, select Decline
Fill in the fields
Select Decline session
This will send a notification to your client.

Mobile app instructions:

Select View all sessions from the Home tab
Select the relevant session
If your client planned the session, skip to step 6, otherwise, select Cancel
Fill in the fields
Select Cancel session
If your client cancelled the session, select Decline
Fill in the fields
Select Decline session
This will send a notification to your client.

Clients

Browser instructions:

Select Show calendar
Select the relevant session
If the support worker planned the session, skip to step 6, otherwise, select Cancel
Fill in the fields
Select Cancel session
If the support worker planned the session, select Decline
Fill in the fields
Select Decline session
This will send a notification to your support worker.

Mobile app instructions:

Select Show all, beside the Calendar
Select the relevant session
Select the three vertical dots in the top right-hand corner
If the support worker planned the session, skip to step 8, otherwise, select Cancel
Select Next
Fill in the fields
Select Cancel session
If the support worker planned the session, select Decline
Select Next
Fill in the fields
Select Decline session
This will send a notification to your support worker.

Please note that if a Support Worker attempts to charge an aged care client for cancellations with more than 48 hours notice, this invoice may be rejected by the client’s aged care provider.

How to post a job

Posting a job on Mable is a great way to connect with and book Independent Support Workers.

During the booking process on our platform, you may notice some updated language and features to support you in matching the availability of Independent Support Workers.

Because of these updates, there is extra information displayed in the details of your Mable job postings – all designed to support you in connecting with and booking Independent Support Workers.

Let’s review these updates below.

You can select whether to book a “Standard” job or a “Last Minute” job.
You’ll be able to confirm whether support you require is ongoing or once-off

Select job type from Mable menu. — **Select the job type**

For ongoing jobs, “Support Sessions Per Week” and “Estimated Hours Per Week” will explain how many support hours have been booked, split across the number of sessions booked.

Choose support sessions, estimated weekly hours — **Choose the amount of support sessions and estimated total hours per week**

For ongoing jobs you also have the ability to choose whether you’d like support to start ASAP, or from a specified date.

Choose when you would like the support to start

We have introduced specific hourly windows for you to request support, so you may nominate your own timing window based on your schedule.
For example, you may be unavailable from 12 pm – 2 pm on Fridays, but otherwise, your Fridays are open for receiving support. You may update your Mable listing to reflect this availability.

Choose the days and time window that suit you

If you select the “I’m flexible” option, we’ll mark you as available from 9 am – 5 pm seven days a week. You’ll still have the freedom to adjust your availability however you wish. You may add as many timing windows as you like per day.

Choose the flexible option to be marked as available for most days and times.

Every booking made on Mable gives clients an extensive range of safeguards included in Mable’s platform fee, for your peace of mind and assurance.

If you have any questions regarding booking on Mable, we have an Australian-based Client Support Team here for you.

How to use Mable messaging features (Team Chat)

To protect privacy, we provide a secure online messaging feature (sometimes referred to as ‘Team Chat’) so clients and independent support workers can connect on Mable. Clients can also bring their team of Support Workers together in a Team Chat.

We have updated our messaging service so users have even more accessibility and ease-of-use – let’s review these updates below.

Web Browser Updates

We have refreshed the inbox layout so it neatly fits any screen size if accessing our platform via a web browser.

A refreshed inbox layout suitable for any screen size.

You may minimise a message display by clicking the icon in the top right corner of an opened message.

A minimised message display option.

You may view a user’s online status when a green circle appears in their profile header.

Online status indicated by a green circle in the profile header.

Message send statuses are displayed, so you’ll also know if a message has been sent and seen.

Message statuses show sent and seen. — **Different message statuses in Team Chat.**

You also can view message activity in a user’s profile header.

Message activity shows that ‘Ana B is typing’.

What’s Next

Our messages have a What’s Next feature letting users know what’s next in the booking process, so they’re always in the loop. For example, John is a client but first needs to complete his profile.

Know what’s next in the booking process.

John completes his profile and connects with Independent Support Worker Angela about driving his dad to the hospital – the next step is requesting an agreement.

Request an agreement as part of the next step.

Angela makes John an offer, which he accepts and the job takes place.

Accept the offer and make an instant booking.

The What’s Next feature also works for Support Workers, for example Angela needs to start a conversation with Ana so an agreement can be sent.

Support Workers know what’s next to reach an agreement.

App Banners

Our app displays assistance banners to keep you in the loop for what’s next, for example with an agreed meet and greet.

App banners help to keep you in the loop for what’s next.

Team Chat

Mable Team Chat is the perfect way for teams to communicate with each other in real-time, building transparency.
Only clients can create a new group chat when they have reached an agreement with two support workers on Mable.

Clients can start a new chat by selecting the Create a group chat card at the top of their inbox.

Our platform will show the workers you have an agreement with, for you to select who will join the created group.

Select the workers you’re in an agreement with.

By default, the name of the Team Chat is the list of names of everyone in the group message including the client.
The message group Admin may manage the group by selecting the icon in the top right corner of the group message homepage.

Manage group messages as the Admin.

Only clients and coordinators can add or remove Support Workers from a Team Chat. This is done by clicking the icon next to a user’s name.

The chat info displays all group members and any actions an Admin can perform to manage the group. If a client leaves the group message, then the entire conversation becomes frozen. Members can still view the conversation, but can no longer send any messages.
Support Workers can leave any time, but can only rejoin if the clients re-adds them. When a Support Worker is added to an existing group, they can see the group’s message history.

Only clients, coordinators and Mable admins can remove or add Support Workers.

My Support Workers

Clients now have a dedicated place to view all pending agreements quickly without sorting through which conversation had a pending agreement. This is from the My Support Workers page, under the Pending tab.

View pending agreements in one place.

This tab shows any offers or amended agreements. By clicking the option, clients may review a received offer and proceed accordingly.

Clients can easily review the details of an offer.

Every booking made on Mable gives clients an extensive range of safeguards included in Mable’s platform fee, for your peace of mind and assurance.

If you have any questions regarding booking on Mable, we have an Australian-based Client Support Team here for you.

Frequently Asked Questions

Yes, we will be migrating over existing messages so clients and workers have a seamless experience.

Yes.

No.

Yes.

Yes, however it will be the client’s name that is displayed, not the coordinator’s name inside the message.