After you have completed a session with a client who has booked you through the Mable platform, you will need to submit support hours, as this is how you get paid.
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How to submit support hours
Please note that you must complete your session notes before submitting your support hours, so please be prepared to fill them out.
Learn more about session notes: A guide to session notes for support workers.
If you are using the Check In and Check Out feature, your hours will be automatically submitted when you check out of your session and submit your support notes.
If you aren’t using this feature, please find information on how to submit your support hours below.
There are different instructions depending on whether you planned the session or not, and whether you are using a browser (for example, Google Chrome or Safari) or the Support worker app. Please find the right steps for you in the list below.
Support worker app instructions if you planned your session:
- Select the Sessions tab
- Find the relevant session and select Add hours
- Fill in the details, making sure you select the right service provided for the right time block
- Select Submit
Support worker app instructions if you did not plan your session:
- Select the Sessions tab
- Select Add new support hours
- Fill in the fields
- Select Submit
Browser instructions if you planned the session:
- Select Manage sessions from the menu on the left-hand side
- Find the relevant session and select Add hours
- Fill in the fields
- Select Submit
Browser instructions if you did not plan the session:
- Select Manage session from the menu on the left-hand side
- Select Add new support hours
- Fill in the fields
- Select Submit
How to edit support hours
Please note that you cannot edit support hours once they have been invoiced. If you need to make changes to support hours after they have been invoiced, please contact support.
The instructions for editing support hours vary depending on whether you’re using a browser (for example, Google Chrome or Safari) or the mobile app. Please find the right steps for you listed below.
Support worker app instructions if you planned the session:
If you are using the Check-in and Check-out feature, and have checked out but have not yet submitted your notes, you can edit your support hours by following these steps:
- Select the relevant session from beneath Completed sessions
- Edit the start and finish times as needed
- Add your support notes and select Done
Support worker app instructions if you did not plan the session, or have already submitted your support hours via the Check-in and Check-out feature:
- Select More
- Select Support hours
- Select the 3 horizontal dots beside the relevant session
- Select Edit
- Make the changes
- Select Update
- Select OK
Browser instructions if you planned the session:
- Select Sessions
- Select the relevant session
- Select Edit support hours
- Make the changes
- Select Update
Browser instructions if you did not plan the session:
- Select Sessions
- Select Support hours
- Select Pending
- Select the relevant session
- Scroll down and select Edit
- Make the changes
- Select Update
- Select OK
Selecting the main service provided and choosing a rate
When you add your support hours, you will be asked to select the Main service provided and to Choose your rate.
You may see one or more services and rates listed. The only services and rates available here are the ones you included in your agreement with the client.
If a different service was delivered or if a rate is missing, you will need to update the agreement to add it. Once your client accepts the changes, you can submit your hours with the new services and rates.
How support hours can affect payment
Some provider organisations may ask you to accept their terms and conditions, which may include submitting accurate and timely support hours and notes.
If there is a significant gap between a support session and the time you submit your hours and notes, your support hours may be rejected, or your payment may be delayed. To prevent this from happening, submit your hours and notes in a timely manner.
How Check In and Check Out relates to support hours
Mable’s Check In and Check Out feature allows you to start and finish a support session straight from the Mable app on your phone.
As soon as you check out of a session, your support hours will be pre-filled with the hours worked.
We recommend you turn on notifications for the Mable app so that you are reminded to check in and out of your session.
If you forget to check out of a session, you can select the option to check in or out at a different time.
Steps to add services when checking out of a support session
- Check out from your support session
- You will be prompted to confirm your service and add support notes
- To submit your hours, select Confirm services and rates
- Select Choose service
Option 1: If you have only provided one service in the session
- If your service agreement with your client only lists one service, the system will automatically add that service for you.
- Add your support notes at this point, and select whether you need to report an incident, as you normally would. Once you have done this you can submit your support hours by selecting Check out and submit.
Option 2: You have provided multiple services in the session
- If your service agreement with your client includes multiple services, you’ll need to select a specific service from the drop down menu. These options are pulled directly from your agreement.
- The first service will have the start date, start time, end date and end time automatically filled, based on your check-in and check-out times.
- In the ‘Choose rate’ section, select the hourly rate from the list of agreed-upon rates for your client. Make sure to choose the right rate for the service you’re providing. Choosing the wrong rate may lead to rejected hours and delayed payment.
- If travel rates are included in your client agreement, you can add the travel distance for this service to calculate your travel rates in the Travel (optional) section. If you only travelled once, you only need to add it to a single session. If travel happened multiple times in the session, you can add it to multiple services or calculate the total distance travelled and add that total to one session. You will find this subtotal for this service displayed under the Travel section.
- Select ‘Add service’ to confirm all the information for this service.
- If you provided multiple services in one session, you can select ‘Add another service provided’ to add the next service, following the steps above until all services provided in the session have been added. Note that the start time of subsequent services is automatically filled based on the end time of your previous service.
- Once you have added all your services, completed your support notes, and indicated any incidents, you can select Submit to submit your support hours.