Mable's Codes of Conduct

Community-grants

Client Code of Conduct



Introduction


Mable and our community have an important mission – to bring people together
to enable unique and inclusive lives, filled with opportunity. This mission
is achieved through fostering connections between you – aged care and
disability consumers (Clients or you, yours or you)
– 
and the people who provide you with support (Support
Providers
).

Enablement


Enabling the community of Mable users is about having a strong set of core
values. These values have been shaped by the relationships that the Mable
platform has facilitated. We expect all Support Providers on the Mable
platform (Support Providers) to abide by the Support
Provider Code of Conduct. Additionally, Clients are required to abide by
this Client Code of Conduct (Code) so that our community
may continue to thrive and Mable’s mission and our shared values are
achieved.

The Code assists you to establish and maintain connections with your Support
Providers and support you to have a positive experience using the Mable
platform. It sets out expectations of the behaviour and practices for all
Clients on the Mable platform and how you should engage with Mable
employees, Support Providers, other Clients and their family members and
representatives (the Mable Community). This Code also
applies to Client representatives and advocates (people who assist or use
the Client’s account on their behalf) and any reference to Client also
refers to them.

This Code should be read together with the Code of Conduct for Aged Care and
NDIS Code of Conduct (see below). Any breach of the Code is
considered a breach of the Mable Terms of Use and will be
investigated by Mable.

The Code 


These are the key elements of the Code. Please read them and keep them in
mind when receiving or organising support for another person via the Mable
platform:

  1. RESPECT Treat members of the Mable community with
    respect, dignity and embrace diversity.
  2. BOUNDARIES Be aware of appropriate personal and
    professional boundaries when receiving care.
  3. HEALTH AND SAFETY Ensure that your home and other
    environments where your Support Providers support you is a safe
    workplace for them.
  4. GOOD FAITH Act in the best interests of Mable, your
    Support Providers or other Clients.
  5. REPORTING If there is an issue with the services
    being provided, speak with your Support Provider, and if required,
    tell Mable and/or the appropriate regulatory body and/or emergency
    authority about it.
  6. CONFLICT OF INTEREST You will not engage in conduct
    that presents a conflict of interest and/or is fraudulent.



Breaking down the key elements of the
Code 


Understanding what each part of the code means is integral to being able to
follow it. We’ve broken down each of the key elements to help you understand
what they mean, and how you can apply them when receiving support via Mable

  1. RESPECT 
    Treat members of the Mable community with respect, dignity and
    embrace diversity. 
    A culture of respect helps establish the
    trust that is required for positive relationships to happen. These
    values are core to your success on the Mable platform, and you
    should enter into every interaction with them in mind.
    The Mable community is an assortment of many different cultures and
    identities. Mable has a zero tolerance policy toward harassment or
    discrimination and will take decisive action if this is reported to
    us. Diversity can include the following:

 

  • Race, colour, or ethnic origin
  • Age
  • Sex
  • Sexual orientation
  • Religion
  • Gender identity
  • Physical or mental conditions
  • Political views

2. HEALTH AND SAFETY 
Ensure health and safety requirements and best practices are upheld in
the environment that Support Providers are providing care in. 

It’s important that you tell your Support Provider what your support needs
are, related to the services you require. For example, this may include
medication or mobility requirements.
In order to ensure services can be provided to you safely by Support
Providers, this means you need to:

  • Be open and honest with your Support Provider about what your needs
    are, so that they can be safe, and support you in the best way
    possible. This may include providing one or more of the following
    documents:
    • Documented care plan;
    • Your relevant medical history provided by your GP;
    • Shadow shifts and training, induction and orientation
      opportunities with an experienced worker or friend or family
      member who understands your needs;
    • Your Aged Care Assessment; and/or
    •  Other tools or referrals provided by an existing service
      provider.
  • Be mindful of your own health, safety and wellbeing as well as your
    Support Provider. If you think an activity or duty may potentially
    put you, or the Support Provider at risk, discuss it with them
    first. Do not pressure or demand a Support Provider provide support
    that they do not feel capable of, or in some cases, qualified or
    experienced to provide.
  • Provide an environment where care and support services can be
    delivered safely by the Support Provider and disclose any potential
    risks that you are aware of to your Support Provider including
    environmental risks, access hazards or pets. Advise the Support
    Provider if there are other people present at the premises and if
    there could be any concerns with another person present at the
    premises.

Restrictive Practices (NDIS) 
If you are an NDIS participant and have restrictive practices in your
Behaviour Support Plan you must use a registered provider who is registered
with the NDIS Quality and Safeguards Commission.

If you enter into an agreement with a Support Provider and:
(a) You have not disclosed that you have restrictive practices in your
Behaviour Support Plan; and/or
(b) Restrictive practices are used during a support session; and/or
(c) You request that the Support Provider use restrictive practices during a
support session.

If any of the above occurs, you must:
(a) Inform Mable’s Trust and Safety Team;
(b) Notify the NDIS Quality and Safeguards Commission; and
(c) Cease receiving services via the Mable platform immediately.

Restrictive Practices (Aged Care)
In respect of Aged Care, you are not permitted to request restrictive
practices from any Support Provider you receive support services to on the
platform unless they are authorised to carry out restrictive practices. If
there is inappropriate use of restrictive practices, you should:

(a) Inform Mable’s Trust and Safety Team; and
(b) Notify the Aged Care Quality and Safety Commission as it could be a
Priority 1 or 2 incident under the Serious Incident Response
Scheme. 

For more information on restrictive practices please refer to the NDIS
Quality and Safeguards Commission resources
 and the Aged
Care Quality and Safety Commission resources
 on restrictive
practices.

Criminal Conduct 
As stated in the Mable Terms of
Use
, you cannot receive services via the Mable platform if you, or
anyone present at your Premises:
(a) has been convicted of any serious criminal offence, or any criminal
offence involving violence, assault, any sexual offence, or any offence
relating to the safety of children or vulnerable persons (Relevant Criminal
Conduct);
(b) has ever been the subject of investigation or legal action in respect of
Relevant Criminal Conduct that has not been notified in writing to Mable; or
(c) has been and/or is currently required to register as a sex offender in
any jurisdiction or with any governmental entity.

3. PROFESSIONAL BOUNDARIES
Be aware of the appropriate personal and professional boundaries and act
at all times to protect those boundaries. 

Professional boundaries are not there to restrict a relationship, but to
enhance it by setting clear guidelines on what falls inside and outside of
that relationship. Respect and maintenance of personal boundaries is crucial
to your professional relationship with your Support Providers. This means
you must not:

  • Inappropriately touch a Support Provider;
  • Engage in a sexual relationship with a Support Provider
  • Act in a vulgar manner, or expose Support Providers to pornographic,
    sexually explicit or other inappropriate material
  • Steal from a Support Provider
  • Offer gifts to a Support Provider

4. GOOD FAITH 
Act in good faith to Mable, your Support Provider, or anyone else you
meet or interact with on the Mable platform  

Good faith is about treating the platform and the processes with honesty and
integrity. You are not protected by the Mable suite of safeguards if you
engage Support Providers outside the platform. We therefore expect for all
Support Providers introduced to you via the Mable platform, you will
properly engage and document their services via the Mable platform. If a
Support Provider approaches you to provide care services outside the Mable
platform, it is important that you immediately notify Mable.

Payment for support sessions must be processed via the Mable platform and
you must not provide cash payments to Support Providers directly for
services that they have provided.

It is important that reviews you leave on the platform are an accurate
reflection of the services experience that has been provided by Support
Providers. Therefore, you must ensure that you provide feedback that is
honest, respectful and accurate.

When services are provided by Support Providers, they should be paid for.
You must not deliberately withhold payments from Support Providers for
services they have provided.

5. REPORTING 
If there is an issue with the services being provided, you will tell
Mable and the appropriate regulatory body and/or emergency authority
about it
.

If an incident occurs, or you would like to make a complaint about Mable or
a Support Provider, please contact the appropriate regulatory authority or
emergency service, as required. Please also notify the Mable Trust and
Safety Team.

The process for reporting incidents and making complaints is outlined in
the Mable
Incidents and Complaints Management Policy
.

6. CONFLICT OF INTEREST 
A conflict of interest may exist when your personal interests are
inconsistent with those of Mable or your Support Providers.

You must not use your role as a Client to benefit your family, friends or
associates or defraud the NDIS or Home Care Packages Program. Examples of
this include:

  • Management of accounts – Support Providers must not be in control of
    your Mable account and, in general, must not deal with your
    finances. You should seek approval from Mable if a situation arises
    where it is necessary for a Support Provider to support your use of
    your Mable profile.
  • Family members must not provide support services to family members
    as a Support Provider unless you can provide us with proof that you
    have permission to do this from the NDIA or Department of Health and
    Aged Care.

Code of Conduct for Aged Care 

Mable upholds the Code Of
Conduct for Aged Care
, which applies to all support workers
providing services to Approved Providers. It states that when providing
care, supports and services to people, Support Providers must:

(a)  act with respect for people’s rights to freedom of expression,
self‑determination and decision‑making in accordance with applicable laws
and conventions; and

(b)  act in a way that treats people with dignity and respect, and values
their diversity; and

(c)  act with respect for the privacy of people; and

(d)  provide care, supports and services in a safe and competent manner,
with care and skill; and

(e)  act with integrity, honesty and transparency; and

(f)  promptly take steps to raise and act on concerns about matters that may
impact the quality and safety of care, supports and services; and

(g)  provide care, supports and services free from:

(i)  all forms of violence, discrimination, exploitation, neglect and abuse;
and

(ii)  sexual misconduct; and

(h)  take all reasonable steps to prevent and respond to:

(i)  all forms of violence, discrimination, exploitation, neglect and abuse;
and

(ii)  sexual misconduct.

NDIS Code of Conduct


Mable upholds the NDIS
Code of Conduct
 and as a Client on the platform, Support Providers
are expected to:

  1. Act with respect for individual rights to freedom of expression,
    self-determination and decision-making in accordance with applicable
    laws and conventions.
  2. Respect the privacy of people with disability.
  3. Provide supports and services in a safe and competent manner, with
    care and skill.
  4. Act with integrity, honesty and transparency.
  5. Promptly take steps to raise and act on concerns about matters that
    may impact the quality and safety of supports and services provided
    to people with disability.
  6. Take all reasonable steps to prevent and respond to all forms of
    violence against, and exploitation, neglect and abuse of, people
    with disability.
  7. Take all reasonable steps to prevent and respond to sexual
    misconduct.

Support Provider Code of Conduct

 

Introduction


Mable and our community have an important mission – to bring people together to
enable unique and inclusive lives, filled with opportunity. This mission is
achieved through fostering connections between you (the Support
Provider 
or you, your, yours) and aged care and
disability support consumers (Clients).

Enabling the community of Mable users by facilitating strong and meaningful
connections is founded on a core set of values, which are foundational to Mable
and our community, and set us apart. They include; enabling true choice and
control, a person-centred approach, and excellence in service and safety. These
values are shared and shaped by all Mable employees, Support Providers, Clients,
their family members and representatives (the Mable
Community
). We expect all Support Providers on the Mable platform
(Support Providers) to abide by the Support Provider Code of
Conduct (Code) so that our community may continue to thrive and
Mable’s mission and our shared values are achieved

The Code assists you to establish and maintain connections with your Clients and
support you to have a positive experience using the Mable platform. It sets out
expectations of the behaviour and practices for all Support Providers using the
Mable platform and how they should engage with the Mable Community.

This Code should be read together with the Code of Conduct for Aged Care and
NDIS Code of Conduct (see below). Any breach of the Code is considered
a breach of the Mable Terms of
Use
 and may be investigated by Mable and/or the relevant regulator.

The code


These are the key elements of the Code. It is important for all Support
Providers to read them and keep them front of mind when delivering support via
the Mable platform.

  1. RESPECT 
    Treat members of the Mable community with respect and dignity, embrace
    diversity, and acknowledge individual rights of freedom of expression,
    self-determination and decision-making.
  2. PROFESSIONALISM
    At all times act professionally, ethically and honestly and in the best
    interests of the Mable Community.
  3. BOUNDARIES
    Be aware of the appropriate boundaries and act at all times to protect
    those boundaries. Your Client is your customer and so your relationship
    with them should reflect this.
  4. REPORTING 
    Follow the Mable Incidents and Complaints Management Policy and
    Procedure, including making reports to external regulatory authorities
    or emergency services.
  5. ACCOUNTABILITY
    Maintain quality support notes that provide details of the services you
    have provided. Document any accident/incident (via the Mable Incident
    Report Form or your support notes) that occurs whilst providing
    services.
  6. PRIVACY 
    Keep confidential all personal information and records of Clients or any
    other person whose personal information requires protecting under
    the Privacy Act 1988.
  7. HEALTH AND SAFETY 
    Provide care services with the highest regard for the health, safety and
    wellbeing of you and your Clients.
  8. CONFLICT OF INTEREST
    Avoid situations that may give rise to financial or other conflicts of
    interest.
  9. GOOD FAITH 
    Act in good faith to the Mable Community, and do not act in a manner
    that is contrary to the interests of the Mable Community, your Clients
    or other Support Providers.

Breaking down the key elements of the Mable Support Provider Code of
Conduct

To help you understand what it means to abide by the Code, we further explain
what each element means and how you can apply it when delivering support via
Mable.

RESPECT 

Treat members of the Mable community with respect and dignity, embrace
diversity, and acknowledge individual rights of freedom of expression,
self-determination and decision-making

Mable has zero tolerance for violence, abuse, neglect and exploitation of
Clients using the Mable platform. A culture of respect helps establish the trust
that is required for positive relationships to form. These values are core to
your success on the Mable platform, and you should enter into every interaction
with them in mind.

You must support each Client’s dignity of risk, endeavouring to support their
goals whilst working with them to mitigate the risks of their decisions.

The Mable community is an assortment of many different cultures and identities.
As a Support Provider, you are expected to value and support diversity. Mable
has a zero tolerance policy toward harassment or discrimination, and will take
decisive action if this is reported to us. Diversity can include the following;

  • Race, colour, or ethnic origin
  • Age
  • Sex
  • Sexual orientation
  • Religion
  • Gender identity
  • Physical or mental conditions
  • Political views

PROFESSIONALISM

Act at all times professionally, ethically and honestly and in the best
interests of the Mable Community. 

Communication
When communicating with members of the Mable Community, you should remain
professional at all times. This means communicating in a way that is clear,
truthful, and polite.

The Mable platform empowers you to have open and honest communication, and
sometimes that communication can travel quickly and unpredictably. You should
stop and consider your message before sending it, and think how it may be
received by the person you are sending it to.

Responding
Good communication begins with a response. You should try to respond to all
people who message you on the platform. Responding in a timely manner is also
important, so that no one is left confused, without support, or with a need that
is not met.

Care Standards 
Deliver reliable, high quality and personalised care, and act at all times in
accordance with the instructions, care plan and/or goals of the Client.

Attendance
Being unable to attend a service happens. What is important is that if you
cannot attend a service, you let the other person know as far in advance as
possible. Working in teams can enable you to help your Client with alternative
support.

Honesty 
Ensure all statements you make, and information that you provide to Mable, and
to Clients, is honest, accurate and up-to-date.

BOUNDARIES

Be aware of the appropriate boundaries and act at all times to protect those
boundaries. 

By providing support services, you are engaging in a professional relationship
with your Clients. Respect and maintenance of boundaries are crucial to this
relationship. This means you must not:

  • Inappropriately touch a Client;
  • Engage in a sexual relationship with a Client;
  • Take unfair advantage or exploit any relationship with Clients in any
    way;
  • Act in a vulgar manner, nor expose Clients or members of their household
    to pornographic, sexually explicit or otherwise inappropriate material;
  • Steal from a Client or a member of a Client’s household or accept any
    gifts of any kind;
  • Be under the influence of drugs or alcohol whilst providing services to
    Clients, or supply drugs to Clients;
  • Purchase alcohol for Clients under the age of 18;
  • Become a beneficiary of their will;
  • Bring another person to the support session with you, including friends
    or family members or arrange to meet up with another person during a
    support session without the express consent of your Client;
  • If your Client is a minor, you must never meet up with another person
    during the support session, take them to another person’s residence or
    your own place of residence; or
  • Purchase drugs or illicit substances for Clients.

REPORTING 

Immediately report any form of abuse, neglect or exploitation in accordance
with your state or territory requirements and any episode or incident to the
emergency services and/or regulatory bodies.

If something isn’t right, or doesn’t feel right, call it out. You have a duty to
let the appropriate regulatory authority (such as the NDIS Quality and
Safeguards Commission or the Aged Care Quality and Safety Commission) and Mable
know of issues when they arise and keep a record of them. Feedback is important
and without it we cannot take action or provide support. Mable takes each report
seriously.

As a Support Provider on the Mable platform, you must prevent and respond to any
inappropriate behaviour by anyone towards a person with a disability or an older
person. This means you must make any necessary report in accordance with the
Mable Incidents and
Complaints Management Policy and Procedure
.

ACCOUNTABILITY

Accountability means taking ownership of the support you provide. This
includes documenting all details of any accident/incident (via the Mable
Incident Report Form or your support notes) that occur during service
delivery and maintaining detailed support notes that reflect the service you
have provided.

Sometimes, support sessions may not go to plan and incidents may occur while
you’re providing support. If an incident occurs during a support session, fill
out an online incident report form.

As well as maintaining a safe working environment, you must ensure that accurate
and timely records are kept about your Client’s history, support needs and/or
medication. You must provide detailed support notes to ensure the Client’s
ongoing wellbeing and safety, and that any change in health is documented in a
timely manner to enable any necessary interventions on behalf of the Client. If
an insurance claim is made, the support notes you submit are an important part
of the claim.

PRIVACY 

Keep confidential all personal information and records of Clients. 

Privacy matters. Honouring Client privacy enhances trust in the relationship you
build via the platform. You are also legally required to handle personal
information of Clients appropriately. This means you must not share or take
advantage of any personal information or sensitive information (including health
and financial information) of Clients obtained during the course of providing
care services.

By using the Mable platform, you agree to adhere to the Mable Privacy Policy,
which can be found here.

HEALTH AND SAFETY 

Provide care services safely and with the highest regard for the health,
safety and wellbeing of Clients. 

In providing care services to Clients, you must act with the utmost care for the
health, safety and wellbeing of you and your Clients.

To keep everyone healthy and safe when providing services, it is important that
you only provide care services that you are qualified and approved by Mable to
provide. You should say no to a Client if they request you do something you are
not capable of, and in some cases, not qualified or trained to deliver.

Restrictive Practices (NDIS) 
If you provide service to an NDIS participant that has restrictive practices in
your Behaviour Support Plan you must use an NDIS-registered provider who is
registered with the NDIS Quality and Safeguards Commission.

If you enter into an agreement with a Client and:
(a) They have not disclosed that they have restrictive practices in their
Behaviour Support Plan; and/or
(b) Restrictive practices are used during a support session; and/or
(c) Your Client requests that you use restrictive practices during a support
session.

If any of the above occurs, you must:
(a) Inform Mable’s Trust and Safety Team;
(b) Notify the NDIS Quality and Safeguards Commission; and
(c) Cease receiving services via the Mable platform immediately.

Restrictive Practices (Aged Care) 
In respect of Aged Care, you are not permitted to use restrictive practices with
any Client you provide support services to on the platform unless you are
authorised to do so. If there is inappropriate use of restrictive practices, you
must:
(a) Inform Mable’s Trust and Safety Team; and
(b) Notify the Aged Care Quality and Safety Commission as it could be a Priority
1 or 2 incident under the Serious Incident Response Scheme. 

For more information on restrictive practices please refer to the NDIS
Quality and Safeguards Commission resources
 and the Aged
Care Quality and Safety Commission resources
.

GOOD FAITH 
Act in good faith to Mable and our community, and not act in a manner that
is contrary to the interests of Mable and our community.

The Mable platform offers many safeguards to ensure the safety and wellbeing of
you and your Clients. If you perform support sessions outside the platform, you
are not protected by these safeguards and potentially putting members of the
Mable Community at risk. We therefore expect that you will not offer to provide
or provide services to Clients you meet via Mable outside the platform. If a
Client approaches you to provide care services outside the Mable platform, it is
important that you immediately notify the Mable Trust and Safety Team.

CONFLICT OF INTEREST 

Avoid situations that may give rise to financial or other conflicts of
interest.

A conflict of interest may exist when your personal interests are inconsistent
with those of Mable or your Clients.

You must not use your role as a Support Provider to benefit your family, friends
or associates or defraud the NDIS or Home Care Packages Program. Examples of
conflicts of interest include:

  • Management of accounts – Support Providers must not be in control of a
    Client’s Mable account and in / general, must not deal with a Client’s
    finances. You should seek approval from Mable if a situation arises
    where it is necessary for you to control a Client’s profile.
  • Family members must not provide support services to family members as a
    Support Provider unless you can provide us with proof that you have
    permission from the NDIA or Department of Health and Aged Care for you
    to provide those services as a Support Provider.
  • When financial transactions take place, record these details in your
    support notes and, where possible, advise the Client’s chosen
    representative;
  • You must not accept gifts of any nature from Clients.



Industry Codes of Conduct 


As Support Providers who deliver support to people with a disability, you are
bound by the NDIS and aged care industry codes of conduct as well as this Code.

There are penalties for not adhering to the NDIS Code
of Conduct
, so we recommend you familiarise yourself with the elements
of it:

NDIS Code of Conduct

 

  1. Act with respect for individual rights to freedom of expression,
    self-determination and decision-making in accordance with applicable
    laws and conventions.
  2. Respect the privacy of people with disability.
  3. Provide supports and services in a safe and competent manner, with care
    and skill.
  4. Act with integrity, honesty and transparency.
  5. Promptly take steps to raise and act on concerns that may impact the
    quality and safety of supports and services provided to people with
    disability.
  6. Take all reasonable steps to prevent and respond to all forms of
    violence against, and exploitation, neglect and abuse of, people with
    disability.
  7. Take all reasonable steps to prevent and respond to sexual misconduct.

Code of Conduct for Aged Care

If you provide Services to Aged Care Clients you are also expected to act in a
manner consistent with the Code
of Conduct for Aged Care
. This means that when providing care, supports
and services you will:

a) act with respect for people’s rights to freedom of expression,
self-determination and decision-making in accordance with applicable laws and
conventions;

b) act in a way that treats people with dignity and respect, and values their
diversity;

c) act with respect for the privacy of people;

d) provide care, supports and services in a safe and competent manner, with care
and skill;

e) act with integrity, honesty and transparency;

f) promptly take steps to raise and act on concerns about matters that may
impact the quality and safety of care, supports and services;

g) provide care, supports and services free from:

(i) all forms of violence, discrimination, exploitation, neglect and abuse;

(ii) sexual misconduct;

h) take all reasonable steps to prevent and respond to:

(i) all forms of violence, discrimination, exploitation, neglect and abuse;

(ii) sexual misconduct.