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 9am to 5pm, 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 is generally required for people seeking support who:
- Are under the age of 18
- Have a Power of Attorney in place
- Feel they need help to use the online platform or need support in managing and rostering support workers.
Usually, Account Managers are the unpaid support in a person’s life, such as a family member or partner. This ensures the account can be managed in the long term and guidance can be provided free from any conflicts of interest.
Account Managers help with managing Hireup accounts through checking and responding to messages, posting on the job board, booking and approving shifts and ensuring all invoices are paid. They also provide on-the-job training for support workers as well as staff management.
They ensure that profile details are complete and up-to-date, accurate and relevant. Account Managers are the point of contact for all matters relating to accounts, can be an emergency contact and can also sign the Hireup services agreement.
An Account Manager should be an unpaid role to ensure the integrity of every decision that is made on support requirements.
Someone who supports an individual in a paid capacity is not the most suitable choice for an Account Manager.
Support Coordinators, Case Managers, Service Managers or anyone working in a paid capacity are not the most suitable choice for an account manager. People providing paid supports are welcome to help with getting someone started on the Hireup platform. This can involve going through the site with the person seeking support, reading the FAQs, helping with writing a catchy job post, connecting with the right kind of supports, providing feedback to Hireup, or reporting an incident.
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 9am-5pm 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 NSW, ACT, QLD, VIC and TAS.
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.