As regulation and quality standards increase across the aged care and disability sectors, professional expectations around support work are higher than ever.
Running your own independent support business on Mable gives you the freedom to choose your hours, set your rates, and build direct, long-term relationships with clients.
But with that independence comes the responsibility to provide reliable, person-centred care.
One of the most important ways to demonstrate professionalism and build lasting trust is through clear, proactive communication around your schedule—especially when it comes to confirming sessions and managing cancellations.
Here is a guide to best practice for managing your sessions on Mable, why it matters for your business, and how our updated Manage Sessions feature makes staying organised effortless.
Why it matters
When a client books a support session, they are relying on you for essential support.
When a support session is cancelled or if you don’t show up without notice, it not only disrupts daily life but also causes significant stress and uncertainty for your client.
When an unexpected cancellation happens, clients have to scramble to find alternate support options. If unsuccessful, they might miss out on social activities, important appointments, work or schooling, and even access to essential personal care.
Reliability is the cornerstone of any strong support relationship. By adopting proactive scheduling and communication habits, you not only meet rising sector standards but also give your clients peace of mind, certainty, and confidence that their support is locked in.
Best practice guidelines
1. Keep your calendar and availability up to date
Make sure your profile and schedule reflect your actual working hours by keeping your availability up to date. This ensures existing and prospective clients know exactly when you are available to deliver support and when you are not available.
Stay on top of your sessions by confirming, cancelling, or rescheduling sessions as required, and only apply for jobs that you are available to fulfil.
2. Discuss expectations early
When starting with a new client, openly discuss how you will handle session changes or unexpected cancellations.
Agree on preferred communication methods, such as through Mable’s in-app messaging feature, and notice periods.
Also, understand who needs to be in the know if you have to cancel, for example, your client’s support coordinator. Ensure all these agreed terms are reflected in your agreement on Mable.
3. Understand your client's backup options
Take time to understand your client’s broader support network and backup plans in the event of a cancellation.
Knowing whether they have secondary support workers on Mable or a personal support network like family or friends available ensures they won't be left without essential care if you need to change or cancel a session.
4. Provide notice ASAP
Life happens, and sometimes plans change unexpectedly. If you need to cancel or reschedule a session:
For unexpected changes: Give your client at least 48 hours’ notice if possible. Contact your client directly via Mable as soon as you know, so they have time to make alternate arrangements or post a Mable Last Minute Job. Make sure you let your client’s emergency contact, coordinator, or provider know, too, if needed. Their contact details are listed in your client’s Mable profile.
For planned time off: If you are taking a holiday or planning time off, let your clients know immediately once your dates are locked in. If it’s for an extended period of time, give your client a minimum of 4 weeks’ notice so they can arrange a suitable replacement. Your client can reach out to Mable for help if they are having any issues finding a replacement worker.
Use Manage Sessions to confirm your sessions weekly
To help you stay ahead of your schedule and make confirming sessions quick and simple, we’ve updated Manage Sessions on the web and mobile app.
- At the start of every week, you will be prompted to review your unconfirmed sessions for the week ahead via Manage Sessions.
- Here, select either Confirm, Reschedule, or Cancel your sessions for the coming week in just a few taps.
- Select Confirm all sessions to bulk confirm all sessions for the coming week if they are all going ahead.
- If you select Cancel or Reschedule, your client will be notified ASAP so they can make alternative arrangements.
By doing so, this not only helps you stay on top of your schedule for the week ahead but also provides your client with peace of mind and confidence regarding their upcoming support sessions.