Introduction

This guide outlines common hazards that you might come across as a Support Worker, as well as some of the key controls that can be used to keep you, the people you support, and the community safe and healthy. Use Hireup’s Stop, Think, Plan Risk Assessment tool to identify hazards and understand the risks of each new environment that you and the person you support go into. Whether it’s someone’s home, a public place, a car, or a restaurant, the risk assessment tool provides three steps to assess risk during your Hireup shifts.

In alignment with the Health and Safety Policy, Hireup is committed to maintaining high safety standards. Hireup continually monitors and incorporates guidance from authoritative sources, including Safe Work Australia, state health units, and sector regulators, ensuring our guidelines, training, and emergency protocols reflect the latest evidence and statutory advice.

Reporting a hazard or incident 

A safety hazard is anything that might harm you, a client, their family member or a community member, or cause damage to property, e.g. dangerous surf conditions at the beach, medical waste like needles, or household pets. An incident is any event or circumstance that causes or has the potential to cause physical or psychological injury, ill health, damage to property or any other loss. The term near-miss refers to an incident that resulted in no injury, ill health, or loss, but still had the potential to cause them. Report all hazards and incidents as soon as possible, and at the latest within 24 hours, via the incident report form. To discuss a safety concern or report a hazard or incident, please complete a safety issue or concern form or contact Hireup on 02 9113 5933 or hello@hireup.com.au. 

Biological Hazards

A biological hazard (or biohazard) refers to any biological substance, organism, or pathogen that poses a threat to human health. Support Workers may be exposed to biological hazards through direct contact with blood or body fluids, infectious diseases, contaminated materials, vector-borne pathogens (carried by insects or pests), or contact with animals.

Many people in the disability community and older people may be more susceptible to infectious diseases or severe complications due to underlying health conditions, compromised immune systems, or environmental factors. Understanding and managing biological hazards is vital to keeping you, the people you support, and the community safe.

Common Types of Biological Hazards

When providing support, biological hazards can generally be grouped into the following categories:

• Infectious Microorganisms: Bacteria, viruses, fungi, and parasites transmitted via air, droplets, blood, or physical contact (e.g., respiratory infections, gastrointestinal illnesses like norovirus, hepatitis B/C, HIV, and skin infections).
• Body Fluids and Waste: Contact with blood, urine, faeces, vomit, saliva, or open wounds during personal hygiene, bowel care, or wound dressing.
• Sharps and Medical Waste: Used needles, lancets, syringes, or damaged glass that can cause needle-stick injuries and transmit blood-borne viruses.
• Animal and Pest-Transmitted Hazards: Bites, scratches, or allergens (such as dander) from household pets, as well as insects or pests in support environments.
• Environments: Mould spores, stagnant water, damp surfaces, or spoiled food

Coronavirus (COVID-19) and Respiratory Illnesses

Coronavirus disease (COVID-19) is an infectious disease caused by the SARS-CoV-2 virus. The virus spreads from an infected person’s mouth or nose in small liquid particles when they cough, sneeze, speak, sing, or breathe. These particles range from larger respiratory droplets to smaller aerosols. Common symptoms include body aches, fever, sneezing, coughing, tiredness, and loss of taste or smell.

To reduce the risk of contracting and transmitting COVID-19 and other respiratory illnesses (such as influenza and RSV), follow these general guidelines:

• Hireup strongly recommends COVID-19 and annual influenza vaccinations for all face-to-face support bookings
• Ensure you and the client practice regular and thorough hand washing with soap and water or use alcohol-based hand sanitiser
• If working with a client who has tested positive for COVID-19 or is exhibiting respiratory symptoms, ensure both you and the client have access to appropriate Personal Protective Equipment (PPE), including a P2/N95 respirator 
• Open windows where safe to do so to increase natural airflow and fresh air circulation during shifts
• Clean high-touch surfaces (door knobs, benches, tables, handles, light switches) regularly with suitable cleaning products and, where appropriate, disinfectant
• Continually self-screen for symptoms and self-isolate immediately if you become symptomatic
• Reschedule or cancel shifts if you or the client are unwell to prevent exposure to illness

For further details on Hireup’s ongoing response and guidance, visit the Hireup COVID-19 Key Information webpage.

Managing Biological Hazards

You can effectively manage biological hazards by using Hireup’s Stop Think Plan Risk Assessment tool. Before and during every shift, follow these steps:

Stop: Conduct a pre-shift check and scan for potential biohazards:

• Is the client or anyone in the household showing signs of illness (fever, coughing, vomiting, diarrhoea)?
• Is there visible blood, urine, faeces, or other body fluids that require cleaning or personal care handling?
• Are there uncontained sharps, medical waste, or overflowing bins?
• Are pets present that could bite, scratch, or cause allergic reactions?
• Is there visible mould, dampness, or stagnant water in the home?

Think: Determine how likely the biological hazard is to cause harm and how severe that harm could be and consider the most effective control measures:

• Cancel or reschedule a non-essential shift if a client or worker is infectious with a contagious virus
• Open windows (or use HEPA air purifiers if available) to improve room ventilation
• Practice strict hand hygiene, follow care plans for bowel/wound care, follow sharps disposal procedures, and stay up to date with immunisations.
• Wear disposable gloves, aprons, fit-tested P2/N95 respirators, or eye protection when exposed to body fluids or airborne pathogens.

Plan: Make a plan before commencing your activities

• Gather necessary PPE, clinical waste bags, or cleaning supplies before starting personal hygiene tasks.
• Continuously assess your environment during the shift. If conditions change (e.g., a PPE item tears, ventilation is poor, or a client suddenly becomes symptomatic), pause the task and adjust your plan immediately
• Report any biological hazards, needle-stick injuries, or contact with infectious diseases promptly via the incident report form. To discuss a safety concern or report a hazard or incident, please complete a safety issue or concern form or contact Hireup on 02 9113 5933 or hello@hireup.com.au. 

Behaviours of Concern

What are Behaviours of Concern?

Behaviours of concern, such as verbal and physical aggression, property damage, self-harm, sexualised behaviours or absconding, can pose significant physical and psychological risks. These behaviours may arise from unmet needs, communication difficulties, environmental triggers or health conditions.

If your client requires behaviour support, it is essential to read their Behaviour Support Plan (BSP) and ask others in their support network about anything else you might need to know before supporting your client. Your client's behaviour support plan will provide you with information about their behaviours of concern, potential triggers, and how to respond if they occur.

How to prevent Behaviours of concern?

Identifying triggers and precursor behaviours (signs that the client is beginning to escalate) is crucial in de-escalating clients. Your client's BSP plan or support plan should provide you with this information. However, even without it, here are some things to try to promote prevention:

Show continuous positive regard and empathy: Appear positive, confident and caring at all times. Provide non-judgmental listening. Restate assertions and declarations, and make all attempts to satisfy requests

Enrich the client’s environment: Try to incorporate multiple, preferred, and/or generally liked activities. Ensure there is meaningful attention and interaction

Consider your body language and tone: Sometimes having closed fists or crossing your arms can be taken as a sign of aggression. Speak clearly and use simple language, with few words. Use positive words/phrases. Try to remain calm yourself and, if possible, take a moment to get some space; this can be especially useful in situations where a behaviour may have escalated.

Promote choice and control: Provide the client with choice and control over how and when to do an activity. Providing a range of choices can significantly reduce the occurrence of behaviours; additionally, it is a key element of great support work.

Safety while supporting someone with Behaviours of Concern

If you believe that you’re at risk, then it’s important that you remove yourself and remain safe. You still need to consider the client’s safety and well-being. This could be a matter of giving the client a few moments with space to calm themselves or removing others who may be at risk. In urgent and high-risk situations, additional support may be required. This comes down to a few factors: how well you know the client, what is in their plans, and whether there are any immediate risk factors to their well-being.

Working with behaviours of concern is often not easy. We recommend considering and taking care of your psychological well-being by speaking with the Employee Assistance Program (EAP) or Hireup as needed.  

Hireup provides training on PBS, restrictive practices, and physical response, so if you feel you need this support for the person you are supporting, please get in touch with us.

Electrical Safety

Electrical hazards pose a significant risk of electric shock, electrocution, or electrical fires. Because support often occurs in private homes, electrical equipment may not be subject to routine commercial testing and tagging. Understanding how to identify electrical hazards and applying Hireup’s Stop, Think, Plan Risk Assessment framework is essential to protecting yourself, the people you support, and the community.

When working in client homes or community settings, watch out for the following common electrical hazards:

• Damaged equipment and cords e.g. frayed wires, cracked plugs, exposed insulation, or worn power cords (often caused by cords getting pinched in bed mechanisms or pulled around furniture).
• Overloaded outlets and adaptors e.g. multiple high-draw appliances plugged into a single powerboard or double adaptor, causing overheating.
• Using electrical appliances near sinks, bathrooms or outdoor damp areas

Never attempt to carry out electrical repairs yourself. Only qualified electricians are permitted to inspect, repair, or test and tag electrical installations and equipment.

Managing Electrical Hazards

You can effectively manage electrical hazards by using Hireup’s Stop Think Plan Risk Assessment tool:

Stop: Identify the hazard

Before plugging in or using any electrical device, perform a visual pre-check:

• Is the power cord frayed, cut, or showing exposed wires?
• Are there signs of overheating, such as discoloured switchboards, melted plastic, or hot wall outlets?
• Is the appliance or powerboard located near water or damp surfaces?
• Are power cables placed where they could be crushed by moveable equipment (like electric beds or recliners) or present a tripping hazard?
• Are there sparks, buzzing sounds, or burning smells coming from an outlet or device?

Think: Assess the potential risk of injury or electrical fire

• Turn off power at the wall and immediately disconnect/stop using damaged electrical equipment
• Follow safe operating procedures
• Avoid overloading powerboards
• Keep electrical equipment out of wet areas
• Wear appropriate protective, non-conductive footwear when operating electrical equipment in varied home environments.

Plan: Make a plan before continuing your activities

• If an appliance or cord is faulty, unplug it immediately (if safe to do so) and inform the client or homeowner
• Stay alert throughout your shift. If an outlet feels warm, sparks, or trips a circuit breaker, pause work, isolate the equipment, and re-evaluate safety before proceeding
• Report all electrical faults, near-miss shocks, or damaged equipment immediately to Hireup. 
• In the event of an electrical emergency or fire, evacuate the area and call 000 immediately.

Lithium Ion Batteries

Lithium-ion batteries, commonly found in clients' homes like power wheelchairs, e-scooters, and daily handheld electronics, present significant WHS hazards, including thermal runaway, chemical exposure, electrical shock, and fast-spreading, toxic fires caused by overcharging, physical damage, or improper storage. 

To maintain a safe home and work environment, Hireup Clients and support workers must ensure equipment is in good working order, charge devices only with original manufacturer-approved chargers on hard, non-flammable surfaces away from exit routes, and avoid leaving batteries charging unattended overnight. 

If a battery shows signs of swelling, overheating, strange odours, or physical damage, discontinue use immediately, isolate the device if safe to do so, and log the hazard or incident using Hireup’s online reporting form. In the event of an active fire or explosion, do not attempt to extinguish it yourself; immediately evacuate the client to safety and call Triple Zero (000).

Safety in an Emergency 

An emergency is any urgent, unexpected situation that poses an immediate threat to life, health, property, or the environment. In disability and home support, emergencies can range from medical crises (e.g., cardiac arrest, severe seizures) and fires to severe weather and natural disasters.

Preparation is the key to managing an emergency effectively. Support Workers must take proactive steps before and at the start of every shift:

• Review your client’s support plan and familiarise yourself with the client’s specific emergency protocols, medical information, communication needs and mobility limitations as well as their emergency contacts
• Upon arriving at a new location or client home, locate all exits, fire extinguishers, fire blankets and first aid kits
• Ensure your mobile phone is fully charged before your shift begins

More information, resources and emergency contact details for preparing for and responding to natural disasters can be found here. 

Stop, Think, Plan in emergencies

Stop: Pause and evaluate the scene before taking action:

• Check for danger and ensure the environment is safe for you to enter or remain in. Never put yourself in direct danger, you cannot assist a client if you become a casualty
• Determine the nature of the emergency (e.g., fire, acute medical collapse, physical threat, or gas leak).

Think: Quickly determine the appropriate action

• For medical emergencies (e.g. severe injury, unconsciousness, severe bleeding, chest pain, or breathing difficulty) immediately call 000 for an ambulance. Administer First Aid or CPR according to your training level until emergency services arrive
• For fire or structural threat remove anyone in immediate danger (if safe to do so), call 000 and alert others in the home or building. Contain smoke and fire by closing doors if evacuating. Evacuate to the designated assembly point outside. Only attempt to extinguish small fires using a fire blanket or extinguisher if you are trained and it is safe
• If a client, family member, or visitor becomes violent or threatens physical harm, remove yourself from the immediate danger, retreat to a safe location or locked room, call 000, and activate any available duress alarms.
• In situations of severe weather, shelter in place away from windows.

Plan: Make a plan and follow post-emergency protocols

• Evacuate safely and guide or assist your client using pre-planned mobility equipment (e.g. wheelchairs or transfer aids). Do not use lifts during a fire
• Once you and the client are in a safe location and emergency services have been contacted, notify Hireup immediately. All emergencies and near-misses must be formally reported within 24 hours using Hireup’s Incident Report form. 
• Consider whether post incident debriefing is needed with Hireup or EAP. 

Hazardous Manual Handling

As a Hireup Support Worker, your role may involve hazardous manual tasks such as lifting, pushing, pulling, holding, moving, restraining, carrying or repetitive movements.

Before committing to any working relationship, seek clarity on the nature of support that's required. In your first meet and greet with your client and/or their family, you should receive details about the job requirements and any manual handling tasks and duties involved. This information will help you decide if you are a suitable support worker. Never enter a workplace or accept a shift if you feel that your safety, well-being, and duty of care to others may be compromised.

Being aware of risks and taking the time to use the Stop-Think-Plan isn’t about eliminating all risks, but rather about using a framework designed to help you determine acceptable risk levels with the person and/or their family you’re supporting. 

Ask the right questions about manual handling tasks and work within your comfort zone to keep you and the person you’re supporting safe.

Some important questions to ask about manual handling:

• Will manual handling tasks be required during support? If so, what's the nature, size and weight of the person or object?
• Will I need to physically move and transfer the person being supported?
• What are the typical locations where support will be provided?
• Can you demonstrate how to use the lifting equipment (or any equipment) safely if required?
• Are the appropriate number of people present to complete the task safely (e.g., for a 2:1 transfer) 
• Is the equipment you are being asked to use in good working order? 

What do unacceptable risks look like when providing support?

• Engaging in manual handling tasks or using equipment without the appropriate training
• Engaging in manual handling tasks or using equipment if you haven't received effective on-the-job training
• Fully lifting a person without mechanical aids, assistive devices or another worker to assist you
• Using equipment to assist with any manual handling task that isn’t in good working order
• Lifting, pushing, pulling, holding, moving, restraining and carrying a person or item if there is a risk of any injury being caused to you or the person you're supporting
• Lifting, pushing, pulling, holding, moving, restraining and carrying a person or item if you have an injury
• Lifting above shoulder height
• Repetitive movements
• Manual handling or other physical tasks that are beyond your current physical capabilities and fitness.

Pushing and Pulling

Pushing is preferable to pulling because it requires less work from the lower back muscles and allows you to use your body weight to maximum effect.

Manual handling and transfer plans

If you’re supporting someone who requires manual handling for personal care, mobility and transfers, it’s important that you have access to their manual handling or transfer plan. These plans will detail the manual handling tasks and duties for each individual you’re supporting. If you need assistance accessing the plans for any individual you’re supporting, please contact Hireup.

While working, you should not be asked to engage in manual handling tasks or duties that are beyond your personal scope and limits as a support worker.

For further information, please reference the Model Code of Practice: Hazardous manual tasks by Safe Work Australia.

Hazardous Materials

Always read the information provided on the labels of the chemicals you are being asked to handle (for cleaning or gardening, as an example), and if you're uncomfortable with the chemicals you’ve been asked to use, or if they are beyond household grade (common cleaning products), you have the authority to stop unsafe work and contact Hireup immediately.

To avoid any harm, implement these controls to manage your exposure:

• Eliminate the hazard: If necessary, communicate with the person and/or family you’re working with to eliminate the hazardous substance from the environment. This is the most effective control measure.
• Using something less hazardous: Is there a safer or less hazardous substance that can be used as a substitute?
• Personal Protective Equipment: Communicate with the person and/or family you’re working with to ensure that you have access to the appropriate PPE while providing specific support. Eg, If you’re being asked to dress a wound, having access to gloves.

Source: www.betterhealth.vic.gov.au

Hazardous Medications and Waste

As a support worker, you may be required to administer hazardous medication (e.g. cytotoxic medication) to a client. Hazardous medications have a small risk of side effects to the person administering them, especially if they handle the medication often and/or for a long period of time.

Hazardous medications require special care when preparing and/or handling them to minimise the chance of side effects. 

Any bodily fluids of a person who is taking or has recently taken hazardous medication will be considered hazardous waste for a period of time, depending on the specific medication. As with hazardous medication, hazardous waste should be handled in a particular way to reduce the chance of side effects. 

If a client you are supporting is taking or has taken a hazardous medication, we recommend that you discuss with the client or account manager about how they manage hazardous medication and waste within their home.

A pregnant support worker should consult their doctor before handling any hazardous waste or medications.

For more information on managing hazardous medication and waste, please see our Hazardous Medication and Waste Guide.

Sharps Hazards (Needlesticks, etc)

Needlestick injuries happen when a sharp object, such as a needle, syringe or blade, accidentally breaks the skin.  A needlestick injury can expose you to blood-borne viruses (for example hepatitis B, hepatitis C and HIV) or dangerous substances, such as medicines, drugs, or chemicals.

Always handle sharp objects carefully, use safety devices when available, and dispose of used needles immediately in specially marked sharps containers to prevent needlestick injuries. Wear appropriate PPE - puncture-resistant gloves when handling sharps or working with body fluids. Do not overfill sharp containers; seal containers securely before disposal to prevent accidental exposure.  Be aware of the location of the sharps containers and potential hazards in your work area to protect your health.

To prevent sharps injuries, use safe medical devices, avoid recapping needles and implement proper handling and disposal procedures. Do not pass sharps directly from hand to hand; use a "neutral" zone instead, always keep sharps in view and avoid walking with them unnecessarily.

If a needlestick injury occurs, immediately wash the wound with soap and water for at least 30 seconds.  If soap and water aren’t available, use an alcohol based hand sanitiser, seek medical attention immediately to assess the risk of infection and determine if post-exposure prophylaxis (PEP) is necessary and report the incident. 

Psychosocial Hazards

Psychosocial hazards are aspects of work that can have the potential to cause psychological or physical harm. Psychosocial hazards can include bullying, fatigue, mental stress, sexual harassment, violence and aggression, discrimination and misconduct, poor and challenging relationships between you and your Client, their Account Manager and co-Support Workers and lack of role clarity.

Actions you can take

If you are feeling overwhelmed or unable to manage the demands of your work, this can become detrimental to your health. Here are some actions you can take to help manage the risk and support those around you if you are part of a Support Worker Team: 

Set Good Boundaries: Know your personal and professional limits, including which tasks you are willing to do and your availability for support. Communicate these clearly and respectfully to your Client or Account Manager. Also, agree on how you will raise issues or concerns with each other.

Raise issues early: Talk with your Client or Account Manager about what is happening and how it is making you feel. If you don’t feel comfortable doing this or you have already tried, get in touch with Hireup by calling us or completing an incident report or concern form. We have a Trust & Safety Team here to help you reduce the risk of harm.

Take breaks: Ensure you take advantage of rostered or scheduled breaks to step away from your work. Speak to your Client, Account Manager or Provider about how breaks will be arranged. If you have concerns about inadequate breaks, please contact Hireup. Also, plan days of rest into your roster to ensure you have time to recuperate and do the things you love away from work. 

Where to seek help

Hireup’s Mental Health and Wellbeing Guide provides guidance on work and your mental health, fatigue, stress and challenging work relationships. 

Access to our Employee Assistance Program (EAP) provides counselling and psychological support.

Incidents or concerns of bullying, harassment, including sexual harassment and discrimination, please refer to Hireup’s Harassment, Bullying and Discrimination Policy.

As your Employer we want to support you.  If you would like to discuss an incident with us or raise a safety concern, please contact the team via hello@hireup.com.au or on (02) 9113 5933.

Slips and Trips

There are various factors that can contribute to the risk of slips and trips. Slips usually occur when there is a loss of grip between the shoe and the floor. Trips occur when a person's foot hits a low obstacle in the person's path, causing a loss of balance. The following factors can contribute to the risk of slips and trips.  

• Uneven surfaces
• Slippery or wet surfaces
• Loose mats or rugs
• Trailing cords and cables
• Weather conditions 
• Obstructed views
• Poor lighting
• Clutter
• Unsuitable footwear
• Rushing
• Fatigue

Preventing slips and trips

There are ways that you can help prevent slips and trips and keep your support shift safer for you and your client by being observant and vigilant of the surrounding environment.

• Clean up spills immediately
• Mark areas that have spills and are wet until they are cleaned and dry 
• Mopping or sweeping debris from walking surfaces
• Make sure walkways are free of clutter and obstacles
• Mats and rugs are laying flat
• Work areas are well lit

• Wearing slip resistant and appropriate footwear
• Paying attention to where you are walking
• Take your time and not rushing when walking
• When carrying or moving items make sure you can see the walkways in front of you

Make sure you are always aware of your surroundings and where you are walking. If you see a hazard, let your Client or co-support workers know.  If you are injured, you should report your injury to Hireup as soon as possible. 

Vehicles and Driving

Whether you’re driving a car that you own or one owned by the person you’re supporting or their family, a number of safety precautions need to be considered when using a vehicle. Please refer to Hireup’s Providing Safe Transport Policy for more details. 

Some important questions to be aware of and ask are:

• If this is the first time driving the vehicle for work purposes, have you completed a safety inspection of the vehicle
• Do you hold an unrestricted driver’s licence for the state or territory that you’re working in?
• Is the vehicle you’re planning to drive registered and insured (Compulsory Third Party Insurance (CTP) as a minimum)?
• Does the vehicle you’re driving have comprehensive insurance that covers you as a driver?
• Can you legally drive the vehicle if it has been modified for the person you’re supporting? If so, are you comfortable driving the vehicle?
• Is the vehicle maintained and roadworthy?
• Do you know who to contact if an incident occurs while driving?
• Is there a safe space in the car to store any support equipment, e.g., wheelchairs?
• Have you planned the journey with your Client to ensure sufficient rest breaks? 
• If driving your client’s vehicle, have any modifications or new or unfamiliar technologies been demonstrated and explained to you?

We understand that each environment you drive in may present different hazards, depending on the time of the day you're driving, other drivers on the road or the weather. In these situations, it's important to stop and think about whether the hazard could harm you, the person you're supporting or someone in the community.

Remember, you are not permitted to consume alcohol or drugs while providing transport or operating any vehicle.

Miscellaneous Tools and Equipment

Before you use any equipment, it’s important that you have experience in operating it or have been shown by the appropriate person how to operate it safely. For example, if you were being asked to use a hoist that you hadn’t used previously, a detailed demonstration by the appropriate person would be important.

If you are being asked to operate equipment that you’re not comfortable using, or feel as if it could compromise the safety of you and the person you’re supporting, you have the authority to stop unsafe work and contact Hireup immediately.