Introduction
Hireup is committed to ensuring that service delivery is of the highest quality. This is an expectation we set for ourselves, our support workers and our platform.
Service delivery at Hireup is about:
- Creating satisfied and engaged Clients through both platform enhancements and responsive service initiatives
- Creating a safe and cohesive platform through the development of product features and responsive service initiatives
- Providing resourcing so that Hireup can proactively seek feedback from the community
- Providing consultancy and insights to Hireup about the voice of the community
- Ensuring Hireup is compliant with regulation, legislation and standards.
Hireup recognises that for some Clients with more specialised or complex support requirements, we need to ensure processes, procedures and service deliveries are adjusted to ensure those Clients can get the most out of the platform.
These areas of specialised support include:
- Allergies and anaphylaxis
- Asthma
- Behaviour support
- Bowel care
- Catheter care
- Diabetes management
- Enteral feeding support
- Epilepsy or seizure support
- Manual handling (lifting, hoisting, transfers)
- Mealtime management and dysphagia support
- Medication management
- Mental health
- Palliative care
- Subcutaneous injection support
- Wound care
- Tracheostomy support and ventilation support (as reviewed by Hireup’s Registered Nurse)
Key Elements
Pre-Approval Review
Clients with complex or high-intensity support requirements have a different onboarding experience to other users. This ensures all required information is gathered and reviewed to confirm that Hireup will be able to safely provide support.
Those complex or high-intensity support areas include:
- Restrictive Practice
- Mental health (complex or psychosocial disability)
- High-intensity supports (including complex bowel care, enteral feeding support, urinary catheter support, dysphagia support, subcutaneous injections, ventilator support, tracheostomy support, complex wound care support, epilepsy or seizure support)
- Palliative or end of life support
Post Approval Plan Collection
Clients with specialised support requirements not listed above as complex or high-intensity support will need to provide Hireup with a copy of their relevant specialised support plans within the first 30 days of support.
Those specialised support areas include:
- Allergies
- Anaphylaxis
- Asthma
- Behaviour support
- Diabetes management
- Epilepsy or seizure support
- Manual handling (lifting, hoisting, transfers)
- Mental health (comorbidity)
- Medication management
Ongoing Support - Clients
For Clients with specialised support requirements, Hireup will check-in regularly to ensure that they are able to get the most out of the platform and that workers are able to safely provide support.
We ensure Clients are directing the individualised approach to training. Any Support Workers a Client connects with are provided baseline training in the relevant specialised support area.
Hireup has a Registered Nurse available to risk assess and review individual situations and support needs. As required, Hireup’s Registered Nurse may provide tailored training and/or clinical supervision to Support Workers. If we are unable to provide training, we will connect with an appropriate body who is able to facilitate the specific training required.
Ongoing Support - Support Workers
Any Support Worker who completes 3 bookings with a Client who requires specialised support is mandated to complete Hireup’s online modules relating to the specialised area within 30 days. If training isn’t completed within the specified timeframe, the Support Worker will be blocked from providing support past the 3 shifts.
Hireup also requests information when a Support Worker submits their shift. They are asked if an incident occurred, any restrictive practices were implemented, or if there are any other health or wellbeing concerns they would like to notify Hireup of. A Support Worker must answer these questions to be able to submit their shift hours into the system.