Your Client Account page now has a new look!

At Mable, we’re always listening and taking action to the feedback provided by our community.

We’ve been working behind the scenes to simplify the way your Client Account page looks, which also means that updating your account has never been easier.

Here’s what you can expect:

  • The design of the Client Account page has been improved and can now be viewed equally well on different screen sizes.
  • Pages now load more quickly.
  • We’ve included pre-filled fields and removed any unnecessary fields, so you don’t have to repeat yourself.

We’ve also added some features that help to guide and empower you through the process of searching, engaging and working with independent support workers.

  • The most important information is now prioritised so it’s more easily found.
  • We’ve added explanations so you’ll know why we need to collect certain information.
  • We’ve gone through and made sure all the terminology that’s used is consistent with the rest of the website and app, to make understanding easier.

We want you to have the best possible experience when using the Mable website and app. If you haven’t yet created a Client Account yet, now is a great time! If you already have a Client Account, check it out today.

Log into Mable here

You can now use the Mable mobile app to rate and review your support worker

Great news! You can now rate and review your independent support workers on the Mable mobile app, without having to log on to the Mable website. You can navigate to the Rate and Review Worker screen for any worker with whom you’ve had an active or terminated agreement via a number of different points in the app. Go there via:

  • the top right menu on the conversation screen with the support worker
  • the support worker’s profile;
  • the timesheet page with the support worker; or
  • any time an agreement is terminated, the customer will be prompted to leave feedback.

Why are support worker reviews so important?

Support worker ratings and reviews help other people who are looking for support to make informed decisions around who they choose to get support from . Often, the best kind of feedback you can have is that left by others because they’re basing it on their own experience.

Find out more about the Mable Feedback system.

Support workers also benefit from receiving ratings and reviews. The constructive feedback received directly from the people they are supporting, can help them build their business and improve their skills.

Reminders to post reviews/ratings

The app will also send you a push notification to remind you to review your new support worker four-weeks after the first timesheet.
Now that you can post your ratings and reviews straight from the mobile app, it’s much easier and more convenient. We encourage you to play this important role in the Mable community, to help improve the experience for all.

How to upload your documents to verify your self-managed funding

Follow these steps to upload your NDIS approval letter on the Mable platform. We’ll verify your payment details within 2 business days and email you once it’s complete. You can then book a support worker.

Your information isn’t shared with anyone.

Where to find your letter

  1. Go to your myGov account and sign in to myplace.
  2. Click ‘my plan’ on the homepage.
  3. Select the plan you’d like to download. Your current plan is the default. If you want to select a previous plan, use the dropdown arrow in the ‘list of plans’ section.

  4. Download your relevant plan. Click ‘print this plan to PDF’ on the top right-hand corner of the screen.

Your plan will automatically download in a new window or tab. Print or save the letter. You may have also received a physical copy of your approval letter.

What we need to verify your self managed funding

To verify that you have NDIS funding under your name or managing on behalf of, we need to view sections of your letter. We don’t use your allocation amount and your information isn’t shared with anyone.

  1. The ‘personal details’ section that shows your NDIS number, the plan start date and the review due date.
  2. The ‘funded supports information’ section which shows your funding is self managed.

How to upload your documents on Mable

There are 3 ways you can capture and upload your letter or relevant information.

Take photos of your physical copy

  • Put the letter on a flat surface.
  • Make sure the full page is in the frame.
  • Ensure it’s well lit so the details are clear.
  • Upload the photos from your photo gallery.

Extract pages, take screenshots or upload full PDF

On your desktop

  • Downloaded your letter.
  • Upload the full NDIS letter on Mable.
    Or
  • Take screenshots or extract the relevant pages from your PDF file.
  • Upload the screenshots or PDF files on Mable.

View these instructions on how to extract PDF pages.

On your phone

  • Open your letter on your mobile phone.
  • Take a screenshot of your letter.
  • Upload the photos from your photo gallery on Mable.

View these instructions on how to take a screenshot on Apple and Android phones.

Take screenshots of relevant information on myplace

  • In ‘my plan’ take a screenshot of the ‘personal details’ section that shows your NDIS number, the plan start date and the review due date.
  • In ‘my plan’ in the ‘funded supports information’ section take screenshots of the support categories that show your funding is self managed.

We’ll review your documents and send you an email when your account is verified. You’ll then be able to book support workers. While we process your verification, you can search for workers that suit your support needs.

If you have any questions, please email us at info@mable.com.au or call us on 1300 73 65.

What does the response status mean on Independent Support Worker profiles?

At Mable, we are always trying to improve your experience with the platform. We have introduced the response status feature to help you make a more informed decision around whom you’d like to message. An independent support worker whose status is shown as ‘very responsive’ is one who can be relied upon to communicate promptly. It also shows that they’re very active in the Mable community.

The response status is one of the many things for you to consider when looking for an independent support worker. Others include how well suited you are to each other, their hourly rates, availability, qualifications, compatible interests and so on.

What does being ‘Very responsive’ mean?

Independent support workers who typically respond promptly to most messages are awarded the ‘Very responsive’ status to display on their profile. It means you can likely count on them to be prompt in responding to messages and usually means they are available for work.

What is ‘response speed’?

This is the average time it takes an independent support worker to respond to a message. It’s shown on profiles as ‘Typically replies within …’ and the amount of time such as 24 hours, 2 days, etc.

If you don’t see a ‘response speed’ displayed on an independent worker’s profile, it could mean that they are new to the Mable community or that they are very busy with their Mable work.

Why should I have a meet and greet with a support worker?

Meeting with your potential support worker helps you understand if you and your support worker feel comfortable and if you’re the right fit for each other. Meet and greets are usually an informal chat and can be virtual or in person.

Where to start

  • Decide on the type of support you’d like
  • Set up a meet and greet in your chat with with the support worker or accept an invite from the support worker
  • Pick a place to meet or use our video call feature
  • Download the Mable checklist as a guide

How to meet

  • Video call – via video call on Mable
  • In person – pick a quiet but public location 

What to talk about

  • The services you’d like the support worker to provide
  • When you’d like support or your weekly schedule
  • Their qualifications and what they can or can’t do

Trust and security 

Your safety comes first so set up a video call if you don’t feel comfortable meeting in person. Meet in a public place if you meet in person.

Confirm the meeting details in the meet and greets invite so there’s a record.

If you feel uncomfortable, email info@mable.com.au or call us on 1300 73 65 73 and speak to one of our team at Mable.

How to cancel

We understand things can change so if you need to cancel you can do so in the meet and greet details page in your chat. Try to give 24 hours notice so there’s time for the support worker to plan.

What’s next?

It’s your choice so you decide if they’re right for you or not. If you and your potential support worker decide you’re the right fit, your support worker can set up an agreement. Once you accept, you can start getting support. 

Download checklist

Check out our COVID-19 Home Support Screening Tools and Guidelines before your meet and greet.

What you need to know about your first meet and greet with an independent worker

Mable’s flexible, transparent model of finding and engaging support provides clients with ultimate control over the support they choose. But as you’re making the choices, it’s important to recognise that with that choice comes certain responsibilities. One of these is setting the right expectations when you meet any potential support workers. Here’s how you do it.


Many independent support workers using the Mable platform will offer the first hour of support free for the purposes of a ‘meet and greet’. While these meetings are often an informal chat to explain the role and discover if you have common interests, they’re also a crucial opportunity to set out your expectations for how you would like to work together. Essentially, it is just like an ‘interview’, and like in any interview, both parties need to make sure they are comfortable with the arrangements of the job before you proceed. It is a good idea to meet in a public place when meeting a new support worker.

Before you decide whether you and your chosen independent support worker are a good ‘fit’, it’s important to be really clear and specific about what you will require of them during your time together. This will also give the support worker an opportunity to ask questions and decide whether they’re able – and willing – to do the tasks required.

Are they qualified for the job?

Support workers on Mable need to provide certain qualifications and evidence of relevant experience in order to offer particular services via the platform. For example, someone offering personal care will need to have a Certificate 3 or 4 in Aged Care or Disabilities, or other relevant qualifications or experience. But there are also specific skill sets within this – such as medication management, or use of a hoist – that require additional training or expertise. We recommend creating a list of the duties involved in your day to day support requirements and going through these one by one with your support worker. It’s also appropriate to ask them to bring copies of any relevant qualifications and references with them for you to review at your first meeting.

Are you both clear on the duties that are required?

Once you know your chosen support worker is able and qualified to perform the duties of the job, it’s still important to be really specific about your expectations of what those duties will involve. Even if the tasks don’t require a specific skill set, it pays to be really specific about your views of what they should encompass. Cleaning and domestic assistance is a good example, as they’re both broad terms which can be interpreted in different ways. Some support workers might be happy to perform light housework duties like dusting or washing up, but are not comfortable climbing a ladder to clean your windows. Similarly, if you’re engaging someone for social support, do you expect that they will provide you with transport or are you happy to spend time together at home? This conversation will also allow your support worker to voice any concerns about what’s expected, or set their own boundaries when it comes to what they are willing to do as part of the job.

The Mable platform provides helpful categories and definitions to help you to break down the types of work provided on the platform. For example, social support and domestic assistance categories are outlined below.

Activities, Outings & Community Access

Accompanying clients to activities of their choice, including social or community related activities.

Home Maintenance

Minor repairs in homes such as changing light bulbs, changing batteries in smoke detectors, minor repairs to furniture, cupboard doors etc.

Companionship

Providing social support to Clients in their home

Light Gardening

Light gardening, including weeding, cutting lawns, planting and clearing small plants from gardens.

Light Housework

Light housework, including vacuuming, dusting, cleaning bathrooms and toilets; and washing floors.

Meal Preparation

Assisting with meal preparation for someone with NO specific swallowing or chewing requirements or complex diets.

Personal Assistant (Admin)

General administrative tasks, including writing letters, posting mail and other administrative assistance.

Shopping

Either accompanying a Client to the shop or shopping for them in accordance with Client needs.

Sports and Exercise

Assisting a person with community sports, fitness and daily exercise

Provide Transport

Transporting Client in either their car or the client’s car


You can find more details for each support category on Mable by clicking the “About” icon. Use these as a basis to create your own list of services – which will then be set out in your Mable agreement.

Set it out in writing

This is where your Mable agreement comes in. Once you’ve decided on your chosen support worker, and you are comfortable that you have a shared understanding of what’s involved in the job, your support worker will then create an agreement that clearly sets out the details of your arrangement. Once this has been created, you will have an opportunity to review it and provide your approval prior to any work commencing. The more specific your agreement, the greater chance you have of avoiding any awkward conversations once you start working together. For more information and tips on understanding your Mable agreement, click through here.
Want to know more about how you can make the most of your first meeting? Click through here. Or if you’re still on the lookout for that perfect support worker for you, have you consideredposting a job?


What all clients should know about ‘indicative rates’ on a support worker’s profile

Choosing your support through Mable – whether it be aged care or disability support – comes with so many benefits. One of them is that you and your independent support worker can mutually agree on a payment rate that suits you both.

Finding the right support worker

Before you start messaging independent support workers, you’ll need to review their profile to decide whether they’re the right support worker for you. As a person seeking reliable, quality support, you probably have a rough idea about the type of support you need, who might be a good fit for you, and your budget or funding package. At Mable, we make your decision-making process easier: each worker has the ability to add ‘indicative rates’ on their profile for weekday, weekend and 24-hour shifts.

What are indicative rates?

Indicative rates are just that – indicative. They might take into account a workers experience, qualifications, other skills (such as languages), ratings and reviews from their other clients and the services they offer.

They provide a guide to potential clients to help you understand what might be possible with your funding, and make an informed and fair decision about who you may engage.

These rates may not always be the rates you agree with each individual support worker.

Once you’ve started messaging an independent support worker on Mable, you’ll start discussing details of your support needs, preferences, preferred schedule and potential costs of support.

During this discussion, you and your support worker might suggest raising or lowering this rate or rates based on various factors including the complexity of the services (e.g. they might be highly qualified but the you only require companionship), travel time, travel and other expenses they might incur, the length of the support session and whether it’s a one off or ongoing engagement.

We observe on the profiles of independent workers who offer social support and domestic assistance indicative rates usually between $35-$45 per hour on weekdays and $40-$55 on weekends.

For independent workers offering personal care services, we observe indicative rates usually between $35-$50 per hour on weekdays and $45-$60 on weekends.

While workers with experience in nursing services typically set their indicative rates between $50-$70 per hour and $70 to $90 on weekends.

Independent, qualified health professionals such as psychologists, physiotherapists or speech pathologists on Mable often set indicative rates anywhere between $90-$150 per hour.

Mable enables you to find support that can fit your schedule, and most importantly, your lifestyle. If you’re searching for disability support or aged care for yourself or a loved one, you can connect with independent support workers on our safeguarded platform.

Questions to ask in an interview

So, you’ve found a potential care worker to support you or a family member and they’ve agreed to meet. But what happens then? Some people like to be prepared with a list of questions before a meeting like this, while others tend to go with the flow.

To help you think about how you’d like to approach it, we’ve prepared some draft questions that could help you discover whether you’re the right match…

Getting to know you

Clients often tell us that the key to a great match is 90% personality and 10% experience. You could start with questions that give you an insight into what they’re like as a person.

  • Tell me about yourself
  • Why do you want to do this sort of work?
  • What experience do you have in _______ (depending on your needs)?
  • Let’s talk fishing! (Or whatever hobbies you’re both into)

While personality is paramount, make sure they have the right qualifications to do the job. So, remember to ask to see copies of qualifications and other documents that might be relevant to the type of work you’re engaging them for.

Tell me about a time when…

Behavioural questions can be popular interview questions as they provide great insights into how an interviewee might handle unexpected situations.

  • Can you tell me about a stressful experience and how you coped with it?
  • Can you describe a time you found a client challenging? How did you handle it?

Talking about the job

It’s important at this stage to be specific about the job you’re asking them to do, to ensure you’re both comfortable with the scope and requirements.

  • What are your expectations for the role?
  • Are there are any tasks you would feel uncomfortable doing?
  • How will you help me achieve my goals (provide detail)?
  • Are you flexible with the days and start/end times if we need to change them?
  • Do you have a cancellation policy?

If you’re a carer or family member

If you’re engaging support on behalf of someone else, then the following questions might provide you with some comfort.

  • If you’re delivering care/support to someone how do you maintain their dignity and respect?
  • How are you going to keep my loved one safe?
  • How would you handle an emergency situation?
  • How do you provide person-centred support?

Remember, as a consumer you have the right to get to know your potential worker and say no if you don’t think it’s a good fit. Click here to find out more about your rights as a consumer.

How to block and unblock someone

You can stop receiving messages, video calls, and agreements from someone by blocking them.


How to block someone

Web:

  1. Click on More Options
  2. Select Block ”name”
  3. Optional: tell us why you’re blocking this person so we can help improve our platform and keep users safe
  4. If you’re in an active agreement with this person you may also want to terminate it.

Mobile app:

  1. Tap on More Options
  2. Select Block ”name”
  3. Optional: tell us why you’re blocking this person so we can help improve our platform and keep users safe
  4. If you’re in an active agreement with this person you may also want to terminate it.

Note:

  • Messages, video calls and agreement requests sent by someone you have blocked will never be delivered to you.
  • Someone who is blocked will see that you have disabled messaging when they enter the conversation page. They will not actively be notified.
  • You can still report people you have blocked. And you can still be reported by people who have blocked you.

 

How to unblock a user

Web:

  1. Click on More Options or the Unblock button
  2. Select Unblock ”name”
  3. Optional: tell us why you are unblocking this person

Mobile app:

  1. Tap on More Options or the Unblock button
  2. Select Unblock ”name”
  3. Optional: tell us why you are unblocking this person

 When to block, report or make a complaint

  • Block someone when you don’t want to receive messages, video calls or agreements from them
  • Report someone when you want Mable to be aware of behaviour you think is inappropriate or unprofessional. We use your feedback to help keep the community safe but we may not contact you directly about this report
  • Make a complaint when you want Mable to formally investigate and respond to an issue you are having with someone

What is an agreement? How do I accept an agreement?

After you have discussed and agreed the rates, services and schedule with the support worker, they will send you an agreement which outlines all of these details. The agreement must be accepted before the support worker can begin working. If an agreement has not been sent and accepted, the support worker is not covered by insurance for any work that they do.

You will receive a notification when your support worker has sent you an agreement. To view the agreement and accept, log in to Mable, go to your inbox and open the conversation with the support worker who has sent you the agreement. An agreement can also be rejected, for example, if the times agreed upon are incorrect.

Why can’t I accept an agreement?
You will not be able to accept an agreement until you have completed your profile on Mable, including emergency contact information and payment details. This is to protect both clients and support workers.

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