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Choosing an Online Service Provider.

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There are web-based platforms and mobile applications that act as online service providers.
They are a medium to connect People with Disability to Support Workers and Carers.
To help you choose a provider we have some questions you can ask, about safety, choice, payments and insurance.

Choosing an online service provider takes thought and care.
To find a provider that suits you best, think about your specific needs, then ask questions that matter to you.
It might be that you have a rare condition and would like reassurance that the provider understands it.
Or that you need easy access, or located close to public transport, or that they come to you.

The below questions should give you a guide on what to look for and the differences in levels of service, administration and support each provider supplies.

General Questions to Ask
Questions about Finance
Questions about Choice
Questions about Insurance and Safety
Questions about Apps
Notes
Listing of Online Service Providers

General

How long has the service been operating?

Do they have contact numbers for support? (Online apps, for example where you may need to contact a helpdesk)

Do they have support workers or services who operate in your area?

What other services do they provide?

Finance

What fees and charges apply?

Are there administration fees or subscription fees?

What transport rates are used?

Payment options, according to your individual needs, is the Online Service Provider

  • NDIS registered
  • If they are not NDIS registered, do they have a 3rd party able to process invoices for participants who have chosen the NDIS to manage funds (NDIA Managed).
  • Able to use MyAged Care funding
  • Able to have out of pocket payments

Do they use the NDIS Price guide?

How much notice is required for a shift to be cancelled without incurring fees?

How much administration is involved for me?

Choice

Can I choose the gender of my support worker?

Can I choose the age of my support worker?

Are they experienced in supporting your specific disability and needs?

If I wish to bring my own support worker (or one that I already know) to the service, can I do that?

Can support staff be interviewed to determine if they fit before commencing an agreement?

Is there a minimum number of hours for a shift?

What is the process for cancelling shifts (from both the care-seeker and care-provider perspective)

question mark on chalkboard

Insurance and Safety

Does the service provider verify the identity of workers, organisations, or information posted on their platform? Or is the cares-seeker responsible for this? For example,

  • Working with Children Check
  • Police Check
  • Drivers Licence
  • Verification of identity and qualifications
  • Vehicle Registration and CTP Insurance

Does the service provider perform interviews and reference checks on workers on their platform?

Are Nursing staff (Registered and Enrolled Nurses) verified with the Nurses and Midwifery Board?

Does the online service provider have insurance cover for the workers, or do the workers need to have their own insurances? For example, Public Liability and Professional Indemnity Insurance, Workers Compensation, and Personal Accident Liability Insurance.

Who is responsible for all employment-related laws through this provider – is it the care seeker, support worker or online service provider? (Wage laws, WH&S)

Does the support worker need to have an ABN?

Does the service link to individuals or organisations?

What is the feedback or complaints process to report unsatisfactory service or behaviour?

Apps

Does the app have inbuilt timesheets, tracking and safety alerts?

Is there a feature to contact for support when using and to navigate the app?

Does the app require regular software updates?

Will the app operate when disconnected from the internet?

Notes

It is good practice to sight all essential documents relating to insurance, vehicles, qualifications.

Listing of Online Service Providers


BOOSTED

Website: http://onecommunity.net.au/Boosted
Also: https://app.boosted.net.au/#/
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

CARE.COM

Website: https://www.care.com/en-au
1800 854 593

CARESEEKERS

Website: https://www.careseekers.com.au  
Phone: 1300 765 465 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

FIND A CARER

Website: www.findacarer.com.au  
Phone: 1300 177 877 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.  

HIREUP

Website: https://hireup.com.au 
Phone: (02) 9113 5933 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 

HOMECARE HEROES

Website: https://homecareheroes.com.au  
Phone: 02 8310 7531 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 

MABLE

Website: https://mable.com.au/ 
Phone:  1300 73 65 73  (Sydney Based)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

MOBILITY

Website: https://www.mobility.com.au/
Phone: 1300 438 227
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

KARISTA

Website: https://www.karista.com.au/
Phone: 1300 274 782
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

KYND

Website: https://kynd.care
Phone: 07 5559 6532 and 1300 144 732
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

TAPPON

Website: https://about.tappon.co/
Phone: 02 9158 6163

If you have questions about an Online Service Provider, our Information Officers are available from 8am - 8pm Monday - Friday to help you.

 IDEAS is an organisation that serves people with disabilities to help them live full, independent lives, with information that is free, fact-checked and independent.

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Cartoon image of people at a shop counter with a receipt and a confused shop keeper My Consumer Rights - Resolving Issues and Lodging Complaints (Dinka)
Cartoon image of people sitting in a doctors office looking at ultrasound of a baby My Consumer Rights - Lay By Agreements (Tamil)
Cartoon image of lady sitting at a desk with a calculator paying bills My Consumer Rights - Lay by Agreements (Nepalese)
Cartoon image of a layby counter with a lady standing behind it My Consumer Rights - Lay by Agreements (Karen)
Cartoon image of a lady sitting at a desk with a calculater paying bills My Consumer Rights - Lay By (Farsi)
Cartoon image of a layby counter My Consumer Rights - Lay By Agreements (Dinka)
Cartoon image of lady in the kitchen holding a pan My Consumer Rights - Guarantees and Warranties (Tamil)
Cartoon image of people at a shop counter with warranty papers My Consumer Rights - Guarantees and Warranties (Nepalese)
Carton image of a lady in the kitchen holding a pan My Consumer Rights - Guarantees and Warranties (Karen)
Cartoon image of people at a shop counter My Consumer Rights - Guarantees and Warranties (Dinka)
Cartoon image of people shopping My Consumer Rights - My Shopping Rights (Tamil)
Cartoon image of Repair, Replace, Refund My Consumer Rights - My Shopping Rights (Farsi)
Cartoon image of Repair, Replace, Refund My Consumer Rights - My Shopping Rights (Dinka)
Cartoon used car dealership My Consumer Rights - Contracts (Tamil)
Cartoon people in a furniture shop My Consumer Rights - Contracts (Dinka)
Cartoon image of Repair, Replace or Refund images My Consumer Rights - My Shopping Rights
Cartoon image of people purchasing a camera and an angry shop keeper My Consumer Rights - Resolving Issues and Lodging Complaints
Cartoon image of lady standing next to bed with a blanket that is to small My Consumer Rights - Shopping Refunds
Cartoon image of REPAIR, REPLACE, REFUND images My Consumer Rights - My Shopping Rights (Arabic)
Cartoon image of a shop lay by counter My Consumer Rights - Lay by Arrangements (Arabic)
Cartoon image of people sitting in a doctors office My Consumer Rights - Lay by Arrangements
Cartoon image of people in a shop purchasing items My Consumer Rights - Guarantees and Warranties
Cartoon image of people in a shop My Consumer Rights - Contracts
Man with glasses talking We're More Alike Than Different
2 women sitting on a lounge The Truth Disability - Part 3 - Misconceptions
Lady sitting in a chair Adopting a Human Rights Based Approach - Advice for Boards of Disability Services
Know your rights: People with disabilities written across a white screen Know your rights: People with a disability
Man with a breathing device in a wheelchair Scott and Daniel Harry's story
People walking on the footpath, man in a wheelchair with man walking beside him Companion Card - Auslan
Dear Future Mom Dear Future Mom
Lady speaking to a man GETTING THE RIGHT HELP, 'Don't give up - Keep asking for the right help'
Two people walking to a front door one helping guide the other Vision Impairment - Guiding Techniques (audio described)
Man in a suit talking Planning Ahead - Carers Case Study -Wills, Powers of Attorney and Enduring Guardianship
Children sitting at a table eating The United Nations Convention on the Rights of Persons with Disabilities
Lady in a wheelchair wheeling down the street The National Disability Advocacy Program
What is Self Advocacy? What is Self Advocacy?
Young man standing holding a bar What is Family Advocacy?
2 women standing in an office talking What is Legal Advocacy?
What is Individual Advocacy? What is Individual Advocacy?
Lady sitting speaking What is Citizen Advocacy?
Cartoon image Parenting. What can we do Better?
Lady sitting at table in a wheelchair Welcome to My Choice Matters
Lady walking into the Disability Advocacy Office What is Systemic Advocacy?
Carer with patient Six Simple Rules for Caregivers
Young woman sitting in an office Speaking Out, Making Decisions
Man standing outside Terence's Story as Housing NSW Tenant
Lady standing and speaking Enduring Guardianship - Individuals, Families and Carers
Making a Power of Attorney Making a Power of Attorney
Preparing a Will Preparing a Will
Lady standing with words on screen Advance Care Planning | Individuals, Families and Carers
Father and daughter sitting on the lounge The Truth about Disability: Part 2 - Relationships, Babies, Independence
The Truth about Disability: Part 1 - Fun and Travel The Truth about Disability: Part 1 - Fun and Travel
Young boy with glasses sitting in a chair A Child with Down Syndrome is a blessing!
What Can You Do? The 'Because' Campaign What Can You Do? The 'Because' Campaign
Young girl standing in her classroom Don't Limit Me
Young man sitting in wheelchair Works for Me
Picture on inside of the cinema Lights, Camera, Caption! Captioning Films in Cinema
Blind man sitting in black shirt talking Just the Ticket
Man sitting at a desk writing with woman standing by his side pointing at the paper Driving Change
4 people sitting on a train Graeme Innes v RailCorp
Man sitting in a wheelchair A Grand Entrance - but Not for All
Picture of a TTY - Text Telephone It's My Life, and My Call
2 ladies sitting on the lounge laughing Dee's Place
Little girl holding a dinosaur toy Reaching Out
Man sitting in wheelchair in the park Ramped Up
Image of a nursing home floor Building Better Lives
Picture of a lady sitting in a wheelchair A School in the Bush
Young man on a running track Let Me Win
3 people working at a table Personal Care Support: Appropriate Contact
Man with red hair sitting and talking Safeguarding Adults: an Independent Life after Long-term Abuse within the Family
Lady laying in a hospital bed Personal Care Support: Dressing & Grooming
Lady standing at a medical supply cupboard Personal Care Support: Nail Care
2 white people figures standing in a window Decisions Decisions Decisions
Carers helping person in a lift into a wheelchair Personal Care Support: Introduction and Pressure Care
Man sitting on his back verandah Presumed Guilty
Young woman in a clothing store Room for Change
Stella Young on stage in her wheelchair Stella Young: I'm not your inspiration, thank you very much