Support Worker Payments FAQs
Learn more about how payments work, the different payment options available to support workers and what can cause payment delays.
How payments work
As a support worker, you must submit your support hours and notes in order to be paid by your client. You must submit these as soon as you can following a session. A significant delay in submitting support hours and notes may lead to a delay in payment.
Learn how to submit session notes and support hours:
Here is how payment works:
- After the session, you submit your support hours and notes.
- The client or their representative approves the support hours and an invoice is generated.
- If the support hours aren’t approved/rejected by the client or their representative within 24 hours, the system will automatically approve them.
- For most clients, invoices are generated weekly, on Wednesdays. To help avoid delays, we recommend submitting completed support hours before Tuesdays at 9 am (AEST).
- There will be a delay between the time the client is invoiced and the time you receive the payment. This is because the payment option you have chosen, and the payment option the client has chosen affects how long it takes for you to get paid by the client.
Payment options for support workers
Mable has three payment options:
- Regular payments: As a support worker, payment will be sent to you within two business days of the time we collect the money from the client. Mable has systems in place to follow up on unpaid or overdue invoices on your behalf.
- 10-Day Payments: As a support worker, if you are eligible and choose to use 10-Day Payments, Mable Payment Services pays you within 10 days of approval of your support hours even if the payment is still being collected from the client or their funding source.
- Express Pay: Mable has partnered with PayNow Finance to offer Express Pay. Express Pay is an optional feature that guarantees invoices are paid in three business days (subject to eligibility, bank processing times and state holidays), from the moment the Express Pay button is selected. Support workers can select the Express Pay option in the Support hours section of their account when support hours are invoiced. A 1.5% fee applies to Express Pay payments. This is paid in addition to Mable’s usual platform fee.
Discover more details on how payments work on Mable.