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 mobile app. Please find the right steps for you in the list below.
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.
Original mobile app instructions:
- Select Show all beside Calendar
- Select Add hours below the relevant session
- Fill in the fields
- Select Submit.
Original mobile app instructions if you did not plan your session:
- Select Show all beside Calendar
- Select Add new support hours
- Fill in the fields
- Select Submit.
New mobile app instructions if you planned your session:
- Select the Sessions tab
- Find the relevant session and select Add hours
- Fill in the details
- Select Submit.
New mobile app instructions if you did not plan your session:
- Select the Sessions tab
- 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.
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
Mobile 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.
Mobile 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.
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.
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