How to manage your bookings - for Clients

Creating bookings

Once you’ve found a support worker that you’d like to book, you’ll need to create a booking request for them to accept. 

1. Navigate to one of the locations of the ‘Book’ button:
   1. Opening the worker’s profile 
   2. Through Messages with the worker
   3. Via the Job Board (when a worker applies for the job)
   4. Via the main Bookings menu
   5. Via your Saved workers list 
   6. On your main Dashboard and navigating to your Team
2. Enter the location, date, and Time of your booking request.
3. Enter your booking Details, specifically what support is required during this booking. E.g. Help with morning routine, including personal care and transport to work.
   1. Please ensure you provide sufficient information on what the shift entails. You do not need to communicate how you want your support in any detail, as this should be documented in your Support Plan.
4. Indicate if Transport Support is required on this booking.
5. You may be prompted to select the worker(s) you wish to request a booking with.
6. Review your request details and select 'Submit booking request' to send the request.
   1. On the right-hand side of your fields, you can view a Summary of your booking as you add details. This will include the potential cost of your booking.

Please note, you cannot create a booking request for a booking already completed (past date) when using the ‘Book’ button via the Job Board and the main Bookings menu.

Editing bookings

You can edit a booking up to 12 hours before the booking is scheduled to begin. If you need to edit the booking within 12 hours of the start time, please refer to the Cancellation Process. Here’s how to edit a booking on the web platform, or iOS and Android apps:

1. Make sure you and your worker have already agreed to the changes so that it’s not a surprise for the worker. 
2. Navigate to the booking via the ‘Bookings’ screen in the main menu and select 'Edit'.
3. Update the booking start date, start time, finish time, location, and booking description where required. 
4. Enable or remove Vehicle Allowance where required. 
5. Update the Support Worker(s) you would like to send the request to where required
6. Save your changes to update the booking. 

Where you requested a series of recurring bookings, you will be asked if you would like to edit a single booking, or all of the recurring bookings in that series. Select ‘This booking only’ to edit the single booking date selected, or ‘All bookings in this series’ to edit the entire series of recurring bookings. If the booking has already happened, the only edit you will be able to make is to enable vehicle allowance. When a booking is ‘Pending Submission’ (waiting on your worker to submit their hours), you can add vehicle allowance on the web platform with these steps: 

1. Navigate to the individual Support Worker via the ‘Team’ screen in the main menu. 
2. Select the ellipsis (three dots) next to the desired Support Worker.
3. Select 'Vehicle Allowance'.
4. Select 'Yes' to confirm.

Reviewing and approving bookings

After the booking has happened, your worker will submit their hours and kilometres for you to confirm. You’ll need to review and approve these bookings in order for your worker to be paid. Please do this quickly so your worker is paid on time! Here’s how to do this on the web platform, or iOS and Android apps: 

1. Navigate to Bookings on your main menu.
2. In your ‘Ready to Approve’ bookings, you will find the booking that needs your review.
3. Review the booking by checking the start and finish times are correct, and Vehicle Allowance has been added (if required).
4. If prompted, share feedback about the booking.
5. Select 'Approve' to approve the booking for invoicing and Support Worker payment.
6. Select ‘Request a change’ to send the booking back to the Support Worker so they can edit their hours and any travel expenses, then resend it to you for approval.

All Hireup clients and workers are responsible for submitting and approving shifts on time. For your worker to be paid on time, you’ll need to approve bookings by Sunday midnight. If this doesn’t happen, the fortnightly payroll will be automatically pushed to the following fortnight’s payroll once approved. 

Cancelling Bookings

If you need to cancel a booking, you can do so up to 12 hours before the booking is scheduled to occur. Here’s how to do this on the web platform, or iOS and Android apps:

Check out the video below for how to cancel your booking:

1. Ensure you and your worker have agreed to cancel the booking.
2. Navigate to Bookings on your main menu.
3. In your ‘Confirmed Bookings’, you will find the booking you want to cancel.
4. Select 'Cancel' or ‘Cancel booking’ from the booking details.
   1. If the booking is a repeat booking, you will need to confirm whether you want to cancel just this individual booking, or all repeated bookings in the series from this date forward.
5. Enter a reason for the cancellation and proceed with the cancellation. 
6. Ensure the affected Support Worker has been notified immediately through phone, messages or an agreed form of communication. 

If you need to cancel a booking scheduled within the next 12 hours, your worker is entitled to payment. Please refer to the Statement on Cancellations for further details and what to do.

If the booking time has already occurred, you’ll need to ask your worker to cancel the booking. If the booking is waiting on approval, please contact our Community Support Team for assistance.

To ensure timely payments for support workers and reduce administrative burden on clients, Hireup has implemented an auto-approval process for bookings. If you haven’t approved or rejected a booking within 15 days of submission, the system will automatically approve it on your behalf. Auto-approvals occur on the following Monday if the 15th day falls on a weekend. You will receive a reminder on Day 7 to review pending bookings, and both clients and support workers will be notified once a booking is auto-approved. 

Duplicating bookings

You can duplicate any of your bookings, old or new. Duplicating a booking will make a copy of the booking details which you can edit to create a new booking request. Duplicating bookings can be a time saver if you need to create a lot of similar bookings. For example, you might have the same booking that occurs over multiple days in a week, or you might want to recreate the same booking with a different Support Worker without having to fill in all the other information again. Create a duplicate booking on the web platform, or iOS and Android apps with these steps:

1. Navigate to the booking you want to duplicate via the ‘Bookings’ screen in the main menu or the booking calendar on the web Dashboard.
2. Select the booking you want to duplicate.
3. Select ‘Duplicate’ or ‘Duplicate booking’. 
4. Update the booking start date, start time, finish time, location, and booking description where required. 
5. Enable or remove Vehicle Allowance where required. 
6. Proceed with duplicating the booking. This will create a new booking request.