Check In and Monitoring Procedure

Introduction

Hireup is committed to ensuring that all of our users are having a safe and high quality experience in the Hireup community. We want our users to feel connected and supported by our team and as such we have implemented initiatives to check in with our users. 

Check Ins

The Community Support team check in with our users for a number of reasons:

1. As part of a regular check in program
2. As a result of feedback 
3. As a result of a general enquiry 

This check in is individualised to the user and the circumstances but generally covers areas such as:

People Seeking Support

• How they are finding the supports provided by Hireup
• How their NDIS goals are being supported through Hireup
• If there are any changes/updates to their bio or support requirements and plan
• If they have any complaints, feedback, ideas
• If any incidents have occurred that they haven’t reported.

Support Workers

• How they are finding working on Hireup
• That they understand how to read support plans
• They understand the importance of responding to messages
• Whether the support plans for the people they work with are accurate
• If there are any changes/updates to their bio
• If they have any complaints, feedback, ideas
• If any incidents have occurred that they haven’t reported.

All notes are documented and any incidents,issues,complaints are actioned in accordance with the relevant policy or procedure.

User Monitoring

In some instances, Hireup will add a user to our User Monitoring Program to ensure continued safe and quality support. Things that may flag a user to be added to this program include:

For People Seeking Support

• If a user has found it difficult to register, use a computer  or understand the Hireup model
• If a user is self managed and isolated or vulnerable
• If a user has specialised or complex support requirements
• If a user is nervous about using the platform to manage their supports.
• If a user has been the subject of a complaint or issue  

For Support Workers

• If a user has found it difficult to register, use a computer  or understand the Hireup model
• If a user has flagged concerns around managing their work through Hireup
• If a user appears to be advertising their own business or taking clients off the platform
• If a user has been the subject of a complaint or issue  

These lists are not exhaustive and the Community Support team can add a user to the User Monitoring Program for other reasons, after discussion with the Community Support Manager. 

What happens after a user is added to the monitoring programme?

The Community Support team will set the number of regular check ins. The average range is 2-3 but this could be more or less frequent depending on the circumstances.

Once the schedule has been set a Community Support team will call or email the user  to receive an update on their platform usage, address any concerns and resolve any issues. Depending on the situation, the Community Support team may also contact other users in their team to seek feedback and input. 

All notes are documented and any incidents, issues, complaints are actioned in accordance with the relevant policy or procedure

If there are no continual concerns or requests for additional support, the user may be removed from the User Monitoring Program.

Version: 4     I     Revision date Jan 2020     I     All previous versions are superseded     I     © Hireup Pty Ltd 

This document will be reviewed annually unless legislative or organisational changes require earlier review.