Once an agreement has been finalised, the support worker and client will be notified. After each session, the support worker will submit an online timesheet, which is then sent to the client for confirmation. When a client has confirmed that care has been delivered, Mable will process the charge for the cost of the support, plus a 7.95% client platform fee. For example, if $45 per hour is the agreed rate, with Mable’s 7.95% client platform fee the client pays $48.58 per hour ($45 x 1.0795 = $3.58 fee). With Mable’s 10% Support Engagement Fee ($45 x .1 = $4.50 fee) the worker receives $40.50 an hour.
If clients reject the timesheet, they will not be charged and can discuss any issues directly with the support worker before they re-submit the timesheet.
If a client does not respond within 24 hours by either confirming or rejecting the timesheet, we will take the care as having been delivered. This is to ensure support workers are paid promptly for their services.
Support workers can submit support hours at any time after completing a session. If you are concerned about the 24-hour automatic approval, we recommend that you ask your support worker to submit their support hours on a particular day each week, when you will have access to a computer or smartphone to review them. This process can also be easily tracked via the reports available through the Mable platform.
Clients can turn off auto-approval of service logs with specific support workers by contacting our Customer Support Team. It is turned off for each individual service agreement, so if the client wants it turned off for all support relationships, they will need to let Customer Support know. Please note that this will apply to all invoices, and you will have to review every invoice prior to it being submitted for payment.