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 they can get the most out of the platform. 

These areas of specialised support include: 

1. Allergies and anaphylaxis
2. Asthma 
3. Behaviour support 
4. Bowel care 
5. Catheter care
6. Diabetes management 
7. Enteral feeding support
8. Epilepsy or seizure support 
9. Manual handling (lifting, hoisting, transfers)
10. Mealtime management and dysphagia support 
11. Medication management 
12. Mental health
13. Palliative care
14. Subcutaneous injection support 

Hireup Values

Hireup’s values provide us with the direction in which we engage with our community and develop policy and process across the business. These values guide our commitment to providing exceptional support and fostering a vibrant community.

We prioritise the rights, dignity, and choices of individuals with disabilities. By upholding the value, ‘the person is the point,’ we take an individualised approach to specialised and high intensity support.

Hireup acknowledges Clients and their families are experts in their individual support. Central to this understanding is the principle of ‘championing choice’ and control for Clients to make informed decisions about their specialised and high intensity support. Whilst Hireup is not responsible for the assessment or development of a Client’s specialised support plan, we support Clients to engage with suitable health professionals and to be involved in the planning and management of their specialised and high intensity support, as well as any individual training arrangements. 

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, epilepsy or seizure support. Hireup is not currently in a position to support people requiring tracheostomy support, ventilator support or wound care)
• Palliative or end of life support

Post Approval Plan Collection

Clients with specialised support requirements not listed above as complex or high intensity support, must provide Hireup with a copy of their relevant specialised support plan/s 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 Support Workers are able to safely provide support.

Any Support Workers a Client connects with are provided baseline training in the relevant specialised support area through Hireup’s online learning modules. We support and ensure Clients are directing an individualised approach to training in their high intensity and complex support needs. 

Hireup’s Quality & Practice Excellence Team supports the risk assessment and review of individual situations and support needs. `As required, Hireup will refer Clients to appropriate health professionals to facilitate the development of required specialised support plans, provide training to Support Workers or facilitate clinical supervision. 

Support Workers

Any Support Worker who completes a booking with a Client who requires specialised support is mandated to complete Hireup’s online modules relating to the specialised area within 7 days. If training isn’t completed within the specified timeframe, the Support Worker will be blocked from accepting bookings for the specialised support area, and may have bookings for the specialised support area cancelled.

Hireup completes regular supervision with Support Workers who provide support to Clients requiring high intensity support. Support Workers can also access supervision outside of scheduled supervision timeframes by contacting Hireup directly. 

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.