Welcome to the Helper Team! Everything you need to know in your first week.
Welcome and thank you joining the Five Good Friends team!
You've just landed on our Helper Hub where we share news and industry updates, events, learning and development opportunities, business support and self-care tips. Our organisational policies are accessible on the Hub and we will share any updates on here also.
Here are our top 7 must reads from the Hub for new Helpers!
1. How will you receive opportunities for work?
Our team will contact you via the App to send you opportunities for matches with Members. You will be able to respond Yes, No or Maybe and add a comment or question about the match. We'll encourage you to then set up a meet and greet with the member before starting services.
We recommend you have your push notifications turned on so you can receive notifications immediately for new opportunities.
You may also receive text messages about matches on our Helper hotline - 0488 849 331. Save this number!
2. Uh oh, can't attend a visit you've committed to? Here's what to do:
FGF empowers Helpers, as Independent Contractors, to organise alternative arrangements if you're unable to attend a visit with a Member.
- For non-essential visits (e.g fortnightly cleaning) we encourage Helpers to reschedule directly with the Member, if they are agreeable, and update the App.
- For essential visits (e.g. medication support or personal care), contact other Helpers in the team to ask if they can cover your visit. Helper details are available under the Member's Care Team in the App. Cancel your visit in the App with a note about which Helper is covering and they can add the visit themselves.
- It is essential you communicate and discuss any changes with the Member or their Authorised Representative - their contact details are available in the App.
- If you cannot reschedule or find a replacement you must contact the Rostering Support team or Oncall on 07 3532 0796 or text 0488 849 331. You cannot cancel the visit in the app without any further action, you must let the team know if a replacement is required with as much notice as possible so we can organise an alternative. Otherwise your Member will be at risk of not receiving essential care.
For more information on this process read our comprehensive support article here.
3. We have a multi-skilled team here to support you..who is who?
It takes a team working together to deliver our members truly exceptional care. A Care Team consists of a group of specialists committed to the key areas of our members support. Check your App once matched with a Member to see the Care Team supporting each Member.
Helper Support - Available on Helper Hotline 24/7 - 07 3532 0796 or 1300 787 581 (option 3) or text 0488 849 331
- Helper Coordinators - our matching specialists who will send you opportunities for the perfect ongoing matches for you.
- Rostering Support Team - our firefighters who will send you opportunities for emergency and short-term visits and help if you can't attend a visit and aren't able to reschedule or find a replacement Helper.
- Oncall Team - available outside of business hours (Monday to Friday 8am-5pm) to support with urgent matters such as incidents or emergency visit cover.
- Community Leads - provide on the ground coaching for Helpers and support Helper learning and development.
- Recruitment and Compliance Officers - onboard our wonderful helpers and ensure all their checks (e.g National Police Check) remain current. If you know someone who would make a superstar Helper we have a referal rewards program!
Member Support - Available on 1300 787 518 (option 1)
- Care Managers - ensure the help we provide is aligned to Member goals and changing needs. Contact the Care Manager for any Member related care concerns.
- Member Services Team - support our Member phone hotline and are our all rounders who can solve many queries for Helpers and Members!
- Community Nurses- provide clinical nursing support to Members.
Finance and Administration - Available on 1300 787 581 (option 4)
- Provide support with any invoicing and finance queries.
It’s important to recognise everyday we work with people, our Members, who are at greater risk than many of us with the impacts of COVID-19.
- Please stay up to date with the latest email updates we will send and read our COVID-19 Standard Operating Procedure.
- Any Helpers with cold or flu like symptoms, who meet isolation criteria or are being tested must contact their Helper Coordinator asap on 07 3532 0796. As per our Attending Work Guidelines they cannot attend work and must be tested.
- It is the responsibility of independent Helper contractors to obtain their Personal Protective Equipment (PPE) independently, if they are unable to acquire their own they can place an order through the PPE Pack Order Form, the PPE is free and Helpers only need to pay for delivery.
- As per our Standard Operating Procedure if you live or work in a lockdown area, or where masks are mandated it is essential you read Scenarios 2b and 2c and wear the required PPE (gloves, masks, aprons). We'll send you regular updates and alerts in the App when these scenarios apply in your area.
- We have a dedicated COVID-19 Response Team who regularly monitor the latest updates and communicate with Helpers and Members. View a comprehensive list of our COVID-19 Safe Work Practices here.
5. How and when will my payments be processed?
- When you check in and out of your visits in the App this automatically generates an invoice to the Member.
- Make sure all visits are checked out of on the day, preferably in real time. If you have outstanding visits you haven't checked out of by Sunday night this will delay payment. Don't worry we'll send you a text reminder!
- As an independent contractor it is up to you to determine the rates you wish to charge for the Members you Help. We have recommended rates you can choose to charge or you can negotiate different rates per member. Learn more about setting your rates here.
- Payments are processed fortnightly. Depending on which bank you are with your pay may arrive in your account on either the Monday or Tuesday of payment week. Processing of payments may be delayed if there is a public holiday in the payment week.
- Next payment date is always available on the Hub here.
6. How can you increase your Member matches?
- Be responsive to opportunities sent in the app. Sometimes the opportunity might be sent to a few helpers so a timely response is encouraged.
- Promote yourself as a Helper to reach out to a new and wider community that might benefit from your services. Download our approved Social Media Kit here Or order our Helper Promo Kit of brochures you can hand out to spread the word.
- Fill out your Helper Profile in the App to tell our Members why you're a superstar Helper
- Apply for an NDIS Worker Screening Check - this will increase your opportunities.
7. The difference a great check-out note can make
A very important part of the help and care you provide is leaving a note in the app at the end of your visit that contains information on how the visit went, the Members wellbeing or any other observations. Your notes ensure we are focused on the right people at the right time and provide the opportunity for early intervention.
Every time you finish a visit, the secure notes you leave about any changes or observations about a member are analysed by our remote care monitoring system Lookout™. It identifies members who may need more or proactive care. This is presented to trained Five Good Friends health professionals who make assessments. This information leads to benefits for the member through extra help, equipment or important changes to a help plan, so please leave notes and accurate visit ratings when you checkout.
- Reporting changes in behaviour/mood and cognition can lead to: GP review, mental health care plan, counselling, increased visits from helpers or family and friends. Increased funding if eligible.
- Reporting changes in pain/mobility/hazards can lead to: Physio sessions for falls prevention and strength balance exercises. OT Assessment, falls alarm, pain management and medication review by GP.
- Changes in appetite/weight loss can lead to: Clinical review from Community Nurse, Meal delivery service or extra visits for meal prep.
- Reporting happy stories/great visits: Helps build a baseline for the Member and we can also share these with family and friends via our Shared Notebook feature in the App.
Learn how to write a great check-out note here.