At Mable, one of our top priorities is the safety of all clients and independent support workers who use the platform.
Sometimes, things don't go according to plan. If an incident occurs during a support session, the Mable Customer Safeguarding Team is here to support you.
We sat down with Jackie from the Customer Safeguarding Team to learn more about what her team does and how you can connect with them if you experience an incident or have a complaint.
Can you tell us a bit about the role of the Customer Safeguarding Team at Mable?
"We manage incidents and complaints, ranging from minor concerns to more complex matters. Our aim is to ensure all issues are handled fairly, consistently, and in line with Mable's policies."
What is your role, and what does a typical day look like for you?
"My role is to supervise the Incidents and Complaints team. I work to support our team by providing clear, consistent responses based on Mable's policies and procedures. While managing my own case load, I also assist with escalations and work with other areas of the business to help deliver fact-based, considered responses."
What's one thing you want all Mable clients and independent support workers to know about the Customer Safeguarding Team?
"We're here to help resolve issues fairly, guiding our users through challenging situations. Our goal is to support both clients and independent support workers while promoting a safer platform for everyone."
When should independent support workers submit an incident to your team?
"There are incident reporting guidelines, but we understand that not every situation fits neatly into them. If you're unsure, it's best to submit a report. Every incident is reviewed by our team, and we can either take action or provide guidance as needed."
What is the process for submitting an incident or complaint to your team?
"If you experience an incident during a support session, there are two ways you can report this to Mable:
- You can report an incident when submitting your support hours, or
- Through the online form.
Both methods come directly to our team for review.
Our team will review within 48 business hours. We may reach out to contact you if we need any additional information about the particular incident.
The next steps depend on the severity of the incident. We may:
- Contact affected parties to gather more information
- Facilitate access to support services
- Assist with finding continuity of services for a client
- Refer to our insurance provider to assist with any potential insurance claim."
Learn more about reporting an incident or making a complaint.
What are some of your team's goals over the next 12 months?
"With potential changes on the horizon, our focus is on making sure our policies and procedures continue to align with business needs and best practices. We'll keep refining how we work to better support the Mable community."
Is there something from your role that's influenced the way you deal with challenges or situations in your everyday life?
"Definitely. I've learned to approach situations with more empathy and patience, which has been valuable both at work and outside of it."
What's your favourite thing to do outside of work?
"With three kids under seven, life is full! But I really value weekend coffee catch-ups with friends. It's a great way to unwind, debrief and reset after a big week."
