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.

I want to hire a support person who does not have qualifications and train them myself. Is this possible?

People have diverse needs and preferences when hiring support people. For some people, a support person’s qualifications are the most important aspect. For other people, a person’s personality, attitude or interests might be the most important.
Mable verifies key qualifications as part of the on-boarding process for support people. These qualifications determine which services a support person can list on their profile.
If you would like to hire a support person for a service that is not listed on their profile, you will need to make sure the person has the appropriate skills and experience to provide the service. This could be done by providing them with formal or on-the-job training by someone qualified to do this, or asking them to do a competency assessment at a recognised training organisation.
It is important that you keep records of any training you provide to the support person, as the insurer may take this into consideration when assessing claims in case of an accident.
For medication assistance, nursing services, or high care services (e.g. PEG feeding, ventilator assistance etc) Mable strongly recommends that you only hire people who have relevant qualifications / experience and list the service on the Mable profile.

How do I sign up as a client on Mable?

Signing up as a client on Mable is free. Follow these steps to create a client profile:
Step one: Go to www.mable.com.au
Step two: Click ‘Get Started’ on the top right-hand corner, or ‘sign-up’ on any page then choose the option, “I am looking for support”.
Step three: We’ll ask you whether you are seeking support for yourself or someone else. We’ll also ask a few simple questions so we can identify the needs of the person seeking support to help them get connected to the right support, including age, location and how often they would like support.
Have a think about people from your community who could support you, such as friends, neighbours, existing or past workers, gardeners and therapists or anyone with whom you share a common interest or passion. You can provide their name and email address to invite them to join your personalised support team via Mable, and we’ll send them information about becoming an independent worker. If they accept your invitation, we’ll even fast track their approval which is subject to strict checks, so you can get started with them sooner.
Step four: Lastly, select the preferred funding type and enter your name and email address. We’d also love for you to tell us how you discovered Mable.
Step five: You’ve just created your very own profile on Mable! But, before you can start organising support from workers on Mable, there is a little more information we need.
Step six: In your account details, you will need to enter information about you, including your gender, birth date, a contact number, your address and details about what type of support is needed.
Step seven: The next step is to let us know who is seeking care and support – this may be you, a family member, friend or neighbour.
Step eight: To ensure your safety and wellbeing while using Mable, we ask you to enter the details of a trusted emergency contact. You may also want to enter further information in case an emergency occurs, and you can choose to share this with particular contacts by clicking the toggle.

Step nine: Lastly, you’ll need to enter your debit card, credit card, NDIS or home care package details. These details will ensure your support worker or workers are paid.
If you have an NDIS plan, you have the option of uploading your plan at this step. If you choose not to, one of our friendly Customer Support Specialists will call you to help you through this process.
If you have a home care package, you’ll need to select your funding source, upload a letter from your service provider and enter your provider’s invoice number. Or, if you don’t have a service provider, the Mable Team can help you find one that’s right for you.
If you’d like to pay privately with a credit card, simply enter your card details. Or, if you’re using a debit card, enter your details and upload a signed direct debit form. Once the Mable Team has verified your funding or received a valid method of payment, you can begin organising support with a worker on Mable.
*Remember, signing up to Mable to search and connect with workers is free. As a client, you will pay the agreed rate negotiated between you and your independent support worker, plus 5%
Step ten: You can return to your profile on Mable at any time to add more details about yourself, including information about your household and your social or medical needs. If you ever need assistance finishing your profile, the Mable Team is here to help.
Please note: You will not be able to book in a support worker until you provide us with payment details. Our payment options include direct debit, credit card or invoices (for organisations only).
If you need any assistance, you can get in touch with us on 1300 73 65 73 or contact us at info@mable.com.au.

What is Express Pay?

How does Mable process payments for Independent Support Workers?

Here at Mable, we work on your behalf to ensure receiving payment is as seamless as possible so that you can focus on providing great support. While Mable processes invoices to help your business run smoother, we rely on clients and providers to pay your invoice before we can process the payment.

Once Mable receives the invoice payment from a client or provider, we are able to process your payment within 24 hours of receiving the money and 90% of the time we receive this money and process payment within 14 days.
From time to time, there may be a delay in the client or provider paying the invoice, which in turn delays Mable’s ability to pay the invoice.
Alternatively, there might be times where being paid quicker than 14 days could really help out. That’s why we’ve partnered with Paynow Finance Pty Ltd to offer Express Pay.

Introducing NEW payment option: Express Pay

This new optional feature that enables you to safeguard against clients / providers delaying payment of your invoice. When you choose the Express Pay option, payment of that invoice is guaranteed within 3 working days.

How to use Express Pay

  • You can access this feature in ‘timesheets‘ on the Mable website (Note: Express Pay is not currently available on the mobile app)
  • Paynow Finance Pty Ltd will charge a 2.5% fee which will be be applied to invoices you select for Express Pay option
  • The optional Express Pay feature can be used at any time up to 17 days from invoice creation

If you have any questions please email  info@mable.com.au or call 1300 73 65 73 .
– Mable on behalf of Paynow Finance Pty Ltd 

How do Support Worker Reviews Work on Mable?

Worker reviews on Mable are important because they allow members of our community to set expectations and develop trust. Additionally, it’s a great way for independent workers to receive constructive feedback as to what they should keep doing or how they can improve their workstyle 
The ratings and feedback system works as follows:

  1. Customers may leave a rating from 1 to 5.  The star rating displayed at the top right on the support worker’s profile is the average of all ratings left by customers, with 5 being the best. The 3 most recent pieces of Feedback will also be included on the profile.
  2. In order for our rating system to be meaningful, we include ratings that are indicative of an average of all ratings that have been received.
  3. Feedback will only be automatically approved where a rating higher than 2 is provided and the Feedback Guidelines are met. Where a rating of 1 or 2 is given, Mable may, at its discretion, choose to investigate the circumstances leading to that rating.
  4. Mable reserves the right to remove a rating or feedback that it considers inappropriate or inaccurate for any reason.
  5. Customers can submit one review for their support worker at a time.  If a second review is submitted, this will supersede the first one. 

Mable Feedback Guidelines:
 In order to be published, feedback must meet Mable’s Feedback Guidelines.  Feedback must be:

  • Fair and honest – The feedback must reflect the actual experience between the worker and customer.  If you were happy with the support then say so. If the support didn’t go as you hoped, provide helpful feedback as to what could have been done better so the support worker knows how to improve in the future.  
  • Free from offensive or threatening language – Examples include profanity or threats to members of the Mable community
  • Related to the work the support worker was engaged to provide, not for factors outside the control of the Support Worker, nor unrelated personal characteristics including religion or race.  
  • Respectful of another person’s privacy and not include another person’s personal information 

** A Support Worker’s rating is only one factor to look at when considering whether to engage a particular Support Worker. You should still independently assess their suitability for the role you need.
How to Leave a Review for a Support Worker:
Customers can leave feedback  for their support workers in three different ways, once they have commenced work.  

  1. Login to the Mable platform and navigate to the conversation thread of the support worker they wish to provide feedback for.  Click PROVIDE FEEDBACK at the top of the page; or
  2. Click MY SUPPORT WORKERS from the menu on the left hand side of the page.  Click on the red PROVIDE FEEDBACK button related to the support worker you wish to provide a review for; or
  3. Any time an agreement is terminated, the customer will be prompted to leave feedback.   

Customers can leave a star rating and write specific feedback for their support worker.  They will also need to indicate if they would like their name attached to the review or to remain anonymous and confirm that their review is based upon support the worker has directly provided to them.
How can Support Workers Ask for a Review? 
Support workers can request the customers they work with to leave a review in two ways:

  1. Login into the Mable platform and open the conversation thread with the customer you would like to provide feedback.  Click on the “ASK FOR FEEDBACK” button. 
  2.  Click MY CLIENTS from the menu on the left hand side of the page.  Click on “ASK FOR FEEDBACK” under the customer name you wish to receive a review from. 

Both of these methods will send an email to the customer, requesting them to provide feedback. 

What do the Support Worker Badges Mean? 
Support workers who consistently receive 5 star feedback and maintain a high response rate when replying to enquiries will be rewarded with a Mable Badge to reflect the following: 
3 x 5 star review = Bronze Badge 
6 x 5 Star review = Silver Badge
9 x 5 Star review = Gold Badge
     

How to post a job

Here’s how you can post a job to find support on Mable.
Posting a job on Mable is a quick and easy way to connect with suitable independent support workers near you. You can post as many jobs as you like on Mable.
STEP 1: To get started, you’ll need to visit mable.com.au and create an account or log in to your existing account. You can start creating your job post by selecting “Post A Job” here, or in the left menu.
STEP 2To start creating your job post, enter the suburb or postcode the support will be taking place and select whether the support is needed once or multiple times. 
You will then need to select approximately how many hours of support you are seeking and select when you would like to receive support.
Lastly, enter a job title to summarise your job post and provide a detailed description of the support you’re looking for. To ensure you get responses from suitable support workers, you should provide as much detail as possible about the support you’re seeking.
STEP 3: You can also select filters so our platform can get a better understanding of which support workers are best for you. You can select these options by ticking the box next to each option – you can also untick boxes if you change your mind. When you’re done, just select “Post Job”.
If you want to update your job post, you can do so at any time by logging on to your profile on Mable.
STEP 4: Now that you’ve posted a job, our platform will ensure that workers who meet your criteria can find your post. Those interested in your job will respond to you through Mable. From here, you suggest a meet and greet or request an agreement from the support worker.
We encourage you to respond promptly to workers who have responded to your job post – even if the job is filled or they aren’t quite what you are looking for.
Please note: You will not be able to book in a support worker until you provide us with payment details. Our payment options include direct debit, credit card or invoices (for organisations only).
If you need any assistance, you can get in touch with us on 1300 73 65 73 or contact us at info@mable.com.au.

Glossary

Customer
is the person who needs support and services.
Account Holder
is the person who opened the Better Caring account, and has confirmed that they are authorised to open an account on behalf of the Customer.
Carer
is the person who provides support and services. Carers offering services on Better Caring can choose to offer the following broad services subject to qualifications:
Nursing Services.
To offer Nursing Services you must currently be a Registered Nurse and you will have to provide your registration number. Nurses can also indicate if they are prepared to offer Personal Care and Social Care.
Personal Care.
To offer Personal Care, you must have one of the following: a Certificate III or IV in Aged Care or Disabilities, a Nursing Degree or Allied Health Degree (or are working towards one), or two or more years experience working for an Approved Provider or Private Agency. A Personal Carer can also elect to offer Social Support and Domestic Assistance.
Services can include:

  • Shower, Dressing, Grooming
  • Toileting
  • Manual Transfer
  • Assist with medication
  • Dementia Care
  • Palliative Care
  • Disability Care
  • Care Assessment, Planning and Coordination

Social Care and Domestic Assistance.
To offer Social Care and Domestic Assistance you do not require a specific qualification.
Services can include:

  • Companionship
  • Social Outings
  • Meal Preparation
  • Cleaning, Laundry
  • Transport
  • Assistance Shopping
  • Light House work
  • Light Gardening
  • Basic Home Maintenance

“LGBTI”
is an umbrella term to include lesbian, gay, bisexual, transgender, intersex and other sexuality, sex and/or gender diverse people.

The National Disability Insurance Scheme (NDIS)

What is the NDIS?

The National Disability Insurance Scheme (NDIS) is run by the Australian government. It provides a personalised funding package (allocation) to people living with an ongoing disability. The scheme is designed to give recipients greater control and choice over how their funding package is spent.The NDIS is being rolled out over four years to 460,000 people and will cost more than $22 billion. It is being funded by Australian taxpayers who are contributing to a 0.5% increase to their Medicare Levy since it was introduced in 2013.

How do I know if I am eligible?

Use My Access Checker to find out if you are able to receive assistance from the NDIS, and what the next steps are.If you live outside an NDIS trial site, your existing funding and supports will continue. These will remain in place until the NDIS is introduced to your area or is extended to your age group.

Taking control before the NDIS rollout

The NDIS offers many opportunities for you to take more control. But you don’t have to wait around for the NDIS to come to your area.If you already receive a government funding package, you may be able to take control of that now through self direction or self management. This can include choosing, hiring, and managing your own support workers. Call us on 1300 73 65 73 to find out more.

Making the most of your funding

The administration fees and operational expenses of disability support providers can significantly reduce the number of hours of support you receive from government funding.By being well informed, and exercising your right to choice and control, you can make the most of the available funds. This means getting more hours of support to do the things you want to do.

5 questions to ask to get the most out of your Home Care Package

We’ve outlined the five questions you should ask to make sure you’re getting the best value from your Home Care Package.

Question 1 – How much funding do I have?

Your home care package level will determine how much funding you have available to spend on your care services. Click through here for a more detailed breakdown of funds available and your contribution under each level of Home Care Package.
  • Laurel’s Level 4 Home Care PackageLaurel has undergone an ACAT Assessment and has received a Level 4 Home Care Package, which entitles her to $50,286 a year to spend on her care. Laurel is a self-funded retiree, so her contribution to this package is $38.43 each day. Laurel’s family has helped her to find a local aged care provider who has a Level 4 Home Care Package available.
Her provider will hold and manage the funds for her – and to do this, they have charged her an administration fee of 10%, as well as a case management fee of 25%. This leaves Laurel with 65% of her total package available to spend on support and care services – or $31 320 a year.

Question 2 – How much should I pay my provider for administration and case management?

As you have seen in Laurel’s example, your provider will take a percentage of your funding for administration and case management.
Case management is important, particularly for people with more complex care needs, who may not have the resources or support to plan and arrange their own care.
However, if your care requirements are minimal, or if you have assistance from a family member to help you search for and choose the care you need, you may be able to discuss reducing your case management and administration fees with your provider.
Lower fees means more money for you to access more hours of care.

Question 3 – What can I spend my remaining funding on?

There are a wide range of services that you can choose to spend your funding on such as domestic assistance, nursing services, social support and more.
  • Laurel and her family work with her provider to develop an individual care plan based on Laurel’s needs, and what’s important to her. Laurel needs help with daily duties, such as cooking, cleaning and personal care, but she also wants to make sure that she has support to get out into the community. Laurel loves to read, so she asks for regular visits to the library to be part of her care plan.
Top tip!
Think outside the box! When you are thinking about what you would like to spend your funding on, consider what you would like your life to look like – and ensure your care plan can help you achieve this. Would you like help to get out and meet with friends, try a new hobby, or take your dog for a walk? Perhaps you would like someone to take you to an exhibition, or to see a show? Remember – you might have different people supporting you for different purposes, so the important thing is to think about your life goals first.

Question 4 – How much is my provider charging an hour for my services?

The amount you pay per hour can make a big difference to the amount of care you can access each week.
Returning to the above example, the funds Laurel had available with a Level 4 Home Care Package after deduction of the administration and case management fee was $31 320.
Many providers will arrange services directly, and often charge around $48 an hour. At this rate, Laurel would receive 12.5 hours of care a week.
If Laurel were to find someone to provide these services at a lower rate (for example, using the Mable platform to find a local care worker at $30 an hour), she could get 20 hours of care a week out of her funding – that’s almost 8 extra hours of care a week.

Question 5 – How can I find a care worker who’s right for me?

Your choice of care worker will depend on a range of factors – their qualifications, experience, personality – whether they’re pet-friendly, or can speak your language.
With Mable, you can search and select a local care worker based on criteria that are important to you. Looking for a female care worker based in your local area who can speak Italian and shares your love of dogs?
With Mable, you can find them.

How you can double the hours of care with your current Home Care Package

Did you know?

Following the changes made to aged care funding on 27 February 2017 you can now shop around for a better deal from your Home Care Package. By choosing and hiring your care workers directly on mable.com.au, you can save thousands.
For some, this has meant double the hours of care from their existing government funding.

Changes in store for Home Care Packages

Consumer Directed Care means that everyone with a home care package now has an annual budget – and the right to use it to purchase the aged care services they need. However, at the moment, you must find a home care package from an approved provider who administers it on your behalf.
Typically, they will spend around 35-50% of your budget on overheads – and give you limited input on what care you receive and when. Plus, if you’re unhappy with the service, you have limited options to change.

On 27 February 2017, the government introduced a new phase of Consumer Directed Care.
The changes mean that your home care package is ‘attached’ to you, not your provider – so, if you’re not happy with the level or cost of your care you are receiving, you can switch providers.
By switching to a provider who works with Mable, you can choose the services you need, from the workers you like, at a price you’re happy with.

How is Mable helping clients double their care?

Helping you to connect directly to your chosen care workers through mable.com.au saves administration costs. That means your home care package can stretch further to deliver the care you need.
In the case of Fran’s mum, like many people, she was receiving a Level 4 home care package, or $50,286 each year, but receiving  only 10- 12 hours of care a week through her provider.
That’s because over 40% of her funding was being spent on fees and overheads, with the care being charged at $48 an hour – despite Fran’s care workers often earning only $22 an hour.
Luckily, their provider agreed to let Fran and her mum find and hire their own care workers through the Mable platform, also agreeing to reduce administration and case management costs. This left more funding to spend on the care itself – and with the average cost of workers on the Mable platform at $35 an hour, Fran and her mum were able to access 20-24 hours of care each week.
 

What you can do

By using Mable, you can choose the care workers who are right for you, what services they provide, when they should come AND how much you should pay.
We can work with your existing provider, or suggest partner providers you can switch to.
Call us on 1300 73 65 73 for a free consultation to discover how you can unlock the value in your funding.