The Hireup online platform can be accessed by anyone with disability to search for, connect with, hire and manage their own home care and support workers.
The Hireup platform has all the tools that people need to find the right support workers who also share their interests. We deliver choice and control by staying out of the way and letting our users search our community of support workers based on things that are important to them.
Hireup understands that our model may not be the right fit for every person seeking support and we are committed to having honest and fair conversations about the suitability of Hireup to meet support requirements of each individual.
- Hireup is committed to promoting the principles of access, inclusion and choice for people with disability.
- Hireup is committed to providing a high standard of service that meets individual requirements and fosters a sense of dignity, purpose and security.
- We acknowledge that all people have the right to accurate, clear and transparent information about access to Hireup’s services, in order to inform their decision-making. Hireup will provide information in different formats that can be changed to suit individual requirements and preferences, as requested. The Hireup platform can be accessed by people with a visual impairment using a screen reader. Hireup also supports the use of the National Relay Service and the use of interpreters to facilitate access to information when necessary.
- Hireup is committed to providing information about other available services. If Hireup is unable to provide services, where possible we will provide support and information for other service providers. Hireup does not make direct referrals.
- Hireup adopts a non-discriminatory access process that respects age, gender, race, religion, sexual preferences and disability.
Responsiveness to requests for service
People seeking support may start to engage with Hireup through a range of different channels, including:
- Referrals from other support providers
- Referrals from Local Area Coordinators (LACs) and Plan Managers
- Referrals from friends and family
- Social media marketing
- Community events and activities
Regardless of the way people find Hireup, we are committed to being responsive to their requests for service through ensuring that:
- The website is available 24 hours a day 7 days a week for people to start their registration process.
- The Community Support team is available 9.30am to 4pm, Monday to Friday to respond to requests for information.
Registration and approval
A person seeking support can nominate their interest in using Hireup by completing the online registration process and:
- Providing a valid email address
- Nominating an account manager(if applicable)
- Writing a bio for their Hireup profile
- Uploading a profile picture to their Hireup profile
- Indicating what types of support they are interested in finding through Hireup
- Indicating their funding and payment methods
- Providing their location and date of birth
- Providing their contact details and details for an emergency contact
- Creating a Support Plan that will be visible to the support workers they will engage
- Reviewing and signing the Hireup Service Agreement.
The Hireup team will work with each person to determine whether Hireup is the right model for the person seeking support. We generally need to understand:
- If the applicant has access to a computer or tablet and the internet, in order to use the platform
- If the applicant is able to manage their own account or could nominate an Account Manager to assist them
- If Hireup is able to safely meet the support requirements of the applicant.
The Hireup website is available 24/7 and provides information on pricing, how things work and how to register.
An account manager helps a person seeking support manage their Hireup account. This person is responsible for managing all aspects of the platform. This includes checking and responding to messages, posting on the job board, booking and approving shifts and ensuring all invoices are paid. A major part of their responsibility is on-the-job training of workers as well as staff management.
They are also responsible for ensuring all information on the person’s profile is up to date, accurate and relevant, and are the point of contact for all matters relating to the account, including emergency contact or nominating an appropriate person to be contacted in an emergency, and signing the services agreement.
Usually, account managers are the unpaid support in a person’s life, such as a family member or significant other. This ensures the account can be managed in the long term and guidance can be provided free from any conflicts of interest. An account manager should be an unpaid role to ensure the integrity of every decision made.
Someone who supports an individual in a paid capacity is not the most suitable choice for an account manager. However, Support Coordinators, Case Managers, Coordinators and Service Managers are welcome to help someone get started on Hireup. This can involve going through the site with the person seeking support, browsing the FAQs, education and encouragement around writing a catchy job post, connecting with the right kind of supports, providing feedback to Hireup, or reporting an incident.
If you are under the age of 18, you will need an account manager.
If you have a Power of Attorney in place, you will need an account manager.
If you feel you need help to use the internet or need support in managing and rostering your support workers, you may benefit from having an account manager. You will still have choice and control over who supports you and what supports you receive while using this platform. An account manager helps you put this in place.
KPIS and Priority approval
The Hireup team will work to action each registration application within 10 days to allow swift access to the platform. If a person seeking support requires faster access they can request this by emailing firstname.lastname@example.org or by phone 9.30am-4pm weekdays on (02) 9113 5933.
If a request for priority approval is made, our team will try to finalise the registration within 4 working days.
Availability of service
The availability of Hireup’s service depends on three key factors:
Location and Support Worker Availability – A person seeking support may be in a location that does not currently have any support workers or the local support workers may not be available at the times when support is needed.
If this is the case we can offer guidance to people seeking support on how to recruit their own team of support workers onto the Hireup platform.
Support Requirements – Hireup will assess the type, complexity and nature of the support requirements of each person to ensure that Hireup is able to deliver the appropriate safeguards and level of service quality required by them.
Agency Managed Users – Hireup is currently registered with the NDIA in QLD, NSW, ACT, VIC, SA, TAS, WA or NT.
Withdrawing from Hireup’s Online Service
An individual can withdraw from the Hireup platform at any time by:
- Notifying support workers on their team
- Paying any amounts due in respect of Disability Services already provided
- Deactivating their account after logging into their user profile.
Suspension and Termination
Hireup can also suspend or terminate a service agreement in line with our statement on suspension and termination of service for people seeking support.
If Hireup terminates a service agreement, people seeking support are still required to pay any amounts due in respect of Disability Services provided prior to termination.
If you do not complete the registration process within a six month period from creating your account; or if you fail to update your profile, send a secure message through the platform or create a booking for a period exceeding six months, Hireup may, at its sole discretion:
- suspend your account
- deactivate your account and profile; and
- terminate your service agreement.
Continuity of Service
Hireup recognises that we have a responsibility to ensure that people seeking support are not negatively impacted by support or services being unavailable or suspended or terminated.
Support Worker Cancellations
Hireup encourages all disability support workers to provide notice of cancelled shifts in line with our cancellation policy. Hireup does not provide 'back up' workers for coverage if a shift is cancelled by a support worker. To ensure people seeking support are not left without critical supports, Hireup recommends developing a range of support options, including a team of support workers who have a range of availability and relationships with service providers who can assist with 'on call support'.
Continuity of Service Plan
If Hireup has to suspend or terminate support for any reason, we will work with the individual to develop a continuity of service plan to ensure the wellbeing of the individual.