Why should I offer a meet and greet with a client?

Meeting with your potential client helps you understand if you and your client 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.

If you want to offer free meet and greets you can do this by editing your profile.

Where to start

  • Set up a meet and greet in your chat with the client or accept an invite from the client
  • Pick a place to meet or use our video call feature
  • Download the Mable checklist as a guide
  • Take copies of your qualifications, police check, Working with Children Check and COVID vaccine evidence

How to meet

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

What to talk about

  • The services a client would like you to provide
  • What you can and can’t do
  • When you’re available or your weekly schedule

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 greets details page in your chat. Try to give 24 hours notice so there’s time for the client to plan.

What’s next?

If you and your potential client decide you’re the right fit, you can set up an agreement. Once your client accepts, you can start providing support. 

Download checklist 

View our Code of conduct

Edit your profile with ease!

We’ve launched some website changes to improve your experience in using the Mable platform. Your Mable profile has been made editable. You can now make any of the following updates to your profile, without the need to contact our Support team:

  • Bank account details
  • Address
  • Availability
  • Work history
  • Education and training
  • Care experience
  • Rates
  • Languages
  • Cultural background
  • Religion
  • Interests and hobbies
  • My preferences
  • Emergency contact

Keep your profile up to date

For best results, think of your profile as a living, breathing CV. Update your profile with any changes that have occurred, particularly around your work history and any qualifications you attain as you elevate your skills. A well written, up to date profile will greatly improve your chances of attracting and gaining clients who are just right for you, and vice versa.

You can also, preview your profile and see it from a client’s perspective.

Click here to update your profile.

If you have any questions or need some help, you can send us an email at info@mable.com.au or give us a call on 1300 73 65 73.

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

How do I get a police check?

Police Checks

For police checks to be approved by the Mable Team, we require all independent support workers to get a new Police Check through the link in your Mable account (via our partner Checked Australia), even if you have an existing check. Please note, the police check application can only be initiated through your Mable account, verification step link. 

You will need to update this police check every 3 years. Notify us immediately if you are charged with, or are convicted of, any criminal offence by emailing info@mable.com.au

We have partnered with Checked Australia so you can obtain a police check at a discounted price of $35. Once it is completed you will receive a copy and can use it for other purposes.

How do I send an offer?

After speaking with your client, you may come to an agreement about the services you are going to offer and the rates you are going to charge. In order to formalise the agreement made with your client, you will need to send an offer in the system.

Step one: Log into ‘www.mable.com.au‘.
Step two: Click ‘inbox’ and select the conversation with your client.
Step three: You will need to click the orange ‘offer an agreement’ button.
Step four: This will open up a form where you can indicate the rates you have agreed with your clients and to also specify the services you are offering and anything else that is important, such as what equipment should be present or what your cancellation terms are.
Step five: Once completing your ‘offer’ form – click ‘save and send agreement.’ This will be sent to your client for approval – they have the option to accept or reject your offer.
Step six: Once your client has accepted your offer, you will receive an email notifying you of this as well as a notification via the Mable platform.
Step seven: If you wish to edit your offer, click ‘amend agreement’.

How to respond to potential clients?

When a potential client messages you on Mable we will send you:

  • An email notification
  • Mable APP notification
  • SMS (if you have opted-in for Mable SMS)

If you can, try to respond to your client within an hour. If they have contacted you it is most likely they have contacted other support workers available in the area. Support workers who respond promptly will make a great impression and are more likely to get the job.
Even if you are not available you should still message the client promptly – they could refer you to a friend or have another job available in the future.
If the client has asked you a specific question, it is important that you answer their question clearly to avoid going back and forth. This is very important to the client to demonstrate you are listening to their needs.
After messaging with the client on Mable they might ask to call you, or meet with you in person for an interview.

Who can I use as a reference?

All support workers are required to submit two references as part of the application process.

  • If you are offering Personal Care, Nursing Services or Allied Health Assistance, you will need two professional references. Professional references include managers/supervisors, senior colleagues or trainers. The reference must relate to the work you intend to do on Mable. They must relate to the work or education history you listed on your profile. For personal care services, they will need to verify that you have conducted personal care services while working with them.
  • If you are only offering Social Support and Domestic Assistance, you will need two personal references. Personal references include colleagues at the same level or other qualified people who know you.

Family members or partners / spouses cannot be accepted as references under any circumstances.
If you are unsure who you can use as a reference, please call us on 1300 73 65 73.
 

How do I become a support worker on Mable?

Creating an account on Mable is free. To create your account:

Step one: Go to www.mable.com.au

Step two: On our home page click ‘become a support worker’ which is located in the top right-hand corner.

Step three: Click ‘Get Started’.

Step four: Ensure you have ticked ‘I want to provide support’ and fill in all your details on the form.

Step five: Once you have clicked the ‘sign up’ button you will need to complete the rest of your details. This involves completing details such as your work history/experience, your availability, a photograph of yourself, your certificates/qualifications, references and a current police check (within 3 years).

Step six: After you have completed your account and profile, a member of the support worker registration team will review all your information and contact you to finalise your registration.

How do I submit a session to my timesheet?

After you have completed a shift with a client who has engaged you through the Mable platform, you will need to submit a timesheet, as this is how you get paid.
Step one: Log into ‘www.mable.com.au’.
Step two: Click ‘timesheet’ on your dashboard.
Step three: Click ‘add a session’.
Step four: Select the client you worked for.
Step five: Add the day you worked, the start time, and the number of hours you worked for. You will also need to choose your rates (rates previously agreed in the offer with your client).
Step six: After choosing your rates, you will see that Mable gives you the total amount you will be paid.
Step seven: You will also need to complete your shift notes in order to submit this session to your timesheet. Once writing your shift notes, click ‘submit’.
Step eight: After submitting your session, it will be sent to your client for approval.

How do I delete my account on Mable?

If you are a support worker wanting to delete your account on Mable, we recommend you use our ‘unavailable‘ feature. This will ensure that you are no longer visible in search results to clients. This feature can also be used if you are going overseas or are unable to work for a period of time.
To become ‘unavailable’, log on to www.mable.com.au and click ‘unavailable’ on your profile. This will update instantly.
Please note: Clicking ‘unavailable’ will keep all your account information on Mable so that if you change your mind, you can login and click ‘available’ in order to be visible to clients in search results.

Permanently deleting your account
If you wish to permanently delete your account,  you can request this if you email us at info@mable.com.au.  Please note, you cannot reverse this, so if you decide to use the platform in the future, you will have to repeat the onboarding process.

Unsubscribing/opting-out 
If you wish to unsubscribe from our email alerts or our e-newsletter, you can either email us at info@mable.com.au or click ‘unsubscribe’ which is at the bottom of every email.

If you want to stop receiving SMS alerts in relation to clients, log on to www.mable.com.au, click ‘edit profile’ then scroll down to where you entered your mobile number. Then un-tick the box where it says ‘receive SMS when notifications are sent.’
If you no longer wish to receive SMS notifications re Mable events, reply ‘stop’.
If you are unsure, call us on 1300 73 65 73.