We’re here to answer all of your questions.
Got a query? Check out our frequently asked questions below. If you're still not sure about something, call us anytime.
How does Hireup work?
Hireup is a network of people with disability, their families and home care and support workers. We provide the tools for people with disability to find, hire and manage their own support workers.
When a person with disability joins Hireup, they create a profile describing who they are and the kind of support they are looking for. When support workers join, they also create a profile describing themselves and the kind of support they can provide. Hireup users are then able to search for one another on the Hireup platform and privately message anyone they would like to work with. Users schedule and confirm their own shifts. Once a shift has been worked, Hireup takes care of all the administrative duties like payroll, invoicing, super, tax and reporting.
Who are Hireup’s users?
Hireup users are people with disability and their families who are seeking one-on-one support services, as well as home care and support workers looking for work.
Is Hireup different to a traditional service provider?
Yes, Hireup has removed the “middleman” from traditional disability service delivery. We connect people with disability and support workers directly. Hiruep users are able to take complete control over when and how they work together. We do not schedule shifts on behalf of our users.
Hireup also costs a lot less than traditional service providers. As a national online platform, we are designed to work at scale, thereby keeping the cost of support work low for the individual. This means we can provide comprehensive insurance cover, industry leading worker wages, super payments, and tax, payroll, invoicing and reporting services for everyone on the platform for a small fraction of the cost of traditional providers.
By harnessing technology, Hireup is also promoting greater transparency and security within the disability sector. Safety is our number one priority and with effective online reporting procedures that are closely monitored by our Community Support team, we are able to set and maintain quality and safety standards.
I have my funding managed with the NDIA, how does this work with Hireup?
Hireup is now registered with the NDIS in NSW and the ACT. This means all Hireup users in NSW and the ACT who choose to have their funding agency managed can use Hireup. If you live in a different state, only those choosing to self-manage or plan-manage part or all of their package will be able to use Hireup. This means those choosing to have their funding managed by the NDIA, will not be able to use Hireup yet.
Instructions on how to use Hireup for people who are agency managed and live in NSW or the ACT:
If you have just transitioned onto the NDIS and you are an existing Hireup user, you will need to change your financial details on your Hireup profile. To do this, log into your Hireup account, click on your name in the top right corner, then click the “settings” tab from the drop down menu. Click “financial details” on the left hand menu and complete your plan details, including start and finish date and how you wish pay.
If you are new to Hireup, you will be prompted to provide this information as you set up your account.
You will then need to create a service booking with Hireup through the NDIS’ MyPlace participant portal. Steps on how to do this can be found here.
Does Hireup verify the people that join the platform?
Yes, everyone who joins Hireup is checked and verified to keep our community safe and secure. For support workers, our team speaks with two professional referees and verifies personal ID, a Police Criminal Record check, a Working with Children/Vulnerable People check (if applicable), a CPR and/or First Aid certificate and a current résumé. To verify those seeking support, we speak with one personal referee. This verification process helps us to keep our community safe.
What kind of insurance cover does Hireup provide?
Hireup provides comprehensive insurance cover to protect all Hireup users. For all shifts booked and worked through the Hireup platform, we provide the following insurance:
If someone is unable to use technology themselves, can they still use Hireup?
Yes, if someone is unable to manage their own Hireup account online, they can nominate someone else to manage the account on their behalf as an Account Manager. Account Managers are best suited to be a parent, family member or significant other in the life of the person seeking support. To find out more or set up an Account Manager contact our team via firstname.lastname@example.org or on (02) 9113 5933.
What kind of safety procedures does Hireup have in place?
To ensure the ongoing safety of our community, we verify all users before they join the community, we request feedback from our users on every shift booked through the platform and we offer round the clock phone, email, live chat and text support.
We also have an online emergency and incident reporting form that is available 24 hours a day and an incident investigation procedure. Our Community Support team performs weekly spot checks on all active users. These procedures give our users many and varied opportunities to report any issues with the system or other users. In the event that a user is reported to be unsuitable, we have a user removal policy in place.
Hireup has strong links and open communication with the relevant state authorities and is seeking industry leading accreditation where necessary. The safety of our community is our number one priority and this reflects our commitment to continuous improvement for our safety systems.
Can I use Hireup and another agency at the same time?
Absolutely. We don’t ask for commitments or require you to sign exclusive contracts. There are no upfront-fees, obligations or lock-in terms. You can use Hireup to organise as few or as many hours of support as you need, and we only charge you for the hours you choose to process through our platform. Hireup can be your go-to solution, or a back-up for when your usual support is unavailable. This applies to both people looking for support and our support workers.
It’s important to note that only shifts that are booked and paid for through the Hireup platform are covered by our comprehensive insurance, safety procedures and payroll, invoicing and tax services.
Who is the legal employer of Hireup support workers?
Hireup is the legal employer of all support workers on our platform. This means we are able to take responsibility for the health and safety of our community, verifying all new workers, providing insurance and payroll services, and setting and maintaining quality and safety assurances.
What funding do I need to use Hireup?
To use Hireup, people with disability can either use a disability support package or their own personal income to pay for support. All NDIS participants in NSW and the ACT can use Hireup. If you are an NDIS participant and do not live in NSW, your funding (in full or in part) must be plan-managed or self-managed to use Hireup.
What if I already have workers that I like and want to keep working with?
This is no problem. Setting yourself up to work through Hireup with someone you already have in your network is very easy. All you need to do is register on the platform and have the person you work with do the same. Once you are both set up you’ll be able to search for each other and start the booking process.
How do I give feedback after a shift?
To ensure the ongoing safety and security of our community, we have a feedback process following every shift. When a user finalises a shift, they are asked to provide any relevant feedback on the shift specifcally. We ask this of both people seeking support and support workers. If necessary, we make contact with the users to gather further feedback and assess any issues. This way we’re able to maintain contact with all our active users and ensure the community remains safe and secure.
How do I report an incident?
To report an incident, please complete the online incident report form. To find the form, click on your name in the top right corner of your Hireup dashboard. On the drop down list that appears, click “incident report”. Follow the instructions to lodge your incident report. If you need assistance with finding this form or would like to discuss an incident with us, please contact the team via email@example.com or on (02) 9113 5933.
How do I cancel a booking?
To cancel a booking once it has been made, click on the booking you would like to cancel from the list of bookings that appear on your Hireup dashboard. Once the booking summary page is open, click on “cancel” at the bottom of the booking summary. A message will be sent automatically to the other person letting them know that you have cancelled the booking.
How do I register to use Hireup?
To register to use Hireup, as either someone looking for support or as a Hireup assistant, click here and follow the instructions.
How do I message another Hireup user?
To send a private message to another user through the Hireup platform, press the “message” button on their profile. The button should appear to the right of their profile picture and directly below their name.
How do I make a booking?
People seeking support make the bookings on Hireup and support workers can then confirm or decline the booking. When creating a booking, you will be asked to nominate a time and date. Bookings are flexible and can be changed at anytime (outside of our cancellation timeframe/policy). To book a support worker, press the “book” button on their profile. The button can be found to the right of their profile picture and directly below their name.
How do I update my account information?
To update your account information, click on your name in the top right hand corner of the Hireup dashboard screen. Then click on “settings” from the drop down menu that appears. This will show you a list of the settings that can be changed.
How do I reset my password?
To reset your password, click on “Forgot password?” on this Hireup webpage.
Can I set my account to private or non-discoverable?
Yes, absolutely. To hide your Hireup account, simply visit the “settings” and check the “hide my profile” box in “Account”.
It is worth noting that your profile is visible to verified Hireup users by default. Hiding your profile will remove it from search results. Please note that people you have previously messaged or had bookings with will still be able to view your profile, send you messages and request bookings with you when it is hidden.
Does Hireup hold disability support packages for people seeking support?
No, we focus exclusively on giving people with disability the tools to find, hire and manage their own support workers, without holding or managing any support packages. However, we can invoice the agency/service holding your package directly for the hours of support you receive through the platform.
If I use an agency to manage my support package, will they try to stop me from using Hireup?
We certainly hope not. It is important for people with disability to remember that their support package is their money, and this is especially the case if you hold an NDIS self-managed, individualised, or self-directed package. The agency that holds your package should work with you to spend your funds as you wish, and using part of the package to engage support workers through Hireup should be no exception. If they don’t, there are plenty of agencies that will. If your existing agency won’t let you use Hireup, contact us and we will do what we can to help.
What is the Hireup rates table?
The Hireup rates table shows everyone how much our home care and workers receive and the cost to client per hour of support. The table outlines different rates based on when (e.g. the time of day and day of the week) that support is being provided. All Hireup workers start at our standard rate, which comes in above level 3.2 of the Social, Community Home Care and Disability Services Industry Award (SCHADS). Hireup’s rates apply to all our types of support. These include help around the house, in-home care, personal care, out and about, transport, education, training or employment support, therapy support.
If a Hireup user that is seeking support would like to pay a worker more than the standard rate, please contact the Hireup team on (02) 9113 5933 or via firstname.lastname@example.org.
This is the Hireup rates table.
How do sleepover bookings work?
A sleepover shift is a booking of 8 hours where there is no expectation of being woken, but does not include up to 1 hour of assistance where required (during the night). Additional support can be rostered before and/or after the sleepover and is paid at the relevant rate. As with all bookings through Hireup, the platform will assist you in calculating the appropriate overnight sleepover charges where applicable. When you fill in the hours you are looking to book the support worker for, the total shift cost will be shown before you make the booking. If you have any questions about how overnight bookings work, please don’t hesitate to contact our team via email@example.com or on (02) 9113 5933.
What information is shared publicly?
Did Hireup rates change recently?
Yes, Hireup has new rates for the 2017/18 financial year, effective of 1 July 2017. We did this to more closely align our rates with the industry’s SCHADS Award. We’re proud that our rates remain well below NDIS allocation and above Award recommended pay for workers, allowing us to ensure the system remains fair and equitable. More information about these changes can be found here.
When does Hireup pay superannuation?
Superannuation payments are made quarterly by: 28 January, 28 April, 28 July and 28 October.
How much are Hireup support workers paid?
As our casual employees, all Hireup workers are paid industry-leading wages. Our standard pay rate follows the SCHADS industry award, includes casual and penalty loading (where appropriate), and increases according to evening, weekend and on public holiday shift times.
The Hireup standard pay rate is $30.47 (including superannuation) and comes in above level 3.2 of the SCHADS award. The standard cost to people seeking support is $38. The difference allows us to take care of comprehensive insurance, super and tax payments so our users don’t have to. Keeping costs low for the individual while paying workers industry-leading wages is our commitment to building a fair and accessible service.
How do I build an effective Hireup profle?
Use the ‘About me’ section of your profile as an opportunity to share your interests, skills and unique talents. Think about what you can offer as a support worker or what you like to do as a person seeking support. Also think about the kind of person you would work well with, it helps if people looking at your profile know that they’re exactly what you’re looking for. About 100-200 words is a good length for this. And remember to check your grammar before you post.
Here are a couple of examples to guide you…
People looking for support
I’m looking for a great new support worker to help me with a bunch of my weekly activities, as well as some personal care activities to get ready in the morning. I’m 22 years old and my real passion is computer science. I have a lot of experience with computers and want to work as an IT technician one day. Apart from that I love to go to the movies and out with my friends. I have severe, spastic, quadriplegic cerebral palsy and I use a wheelchair. I have some difficulty with communication, but once you get to understand me, we’ll get on just fine!
I’m an energetic, enthusiastic and reliable individual looking for work as a disability support worker. I have a lot of experience working in the disability industry and I’m now looking to develop some more individualised relationships with people through Hireup. I am available for all types of work, but my particular passion is working with young adults in order to support growth, development, independence and autonomy. I love dreaming up unusual new recipes and laughing in good company. I also volunteer at the local dog shelter on the weekends and am always looking for people to join me!
Update your availability status to let the community know when you are available to provide support or are looking for a support worker. Be proactive about updating your profile as your circumstances change.
If you’re someone who is looking for support…
List your support needs in the support requirements sections, rather than the bio. This is your opportunity to provide information about your disability and how you like to receive support. This is obviously different for everyone and the beauty of a Hireup profile is that you are able to really tailor this information about what suits you best. Remember that this is your community profile so just an overview is needed at this stage. Once you have built your profile, we will ask for more information about your specific support needs that you may not feel comfortable sharing with all users.
If you’re a support worker…
List your experience and qualifications in the designated fields. List in detail, even if it’s not relevant to the disability sector, you never know what other interests people may have.
When you are writing your bio, remember that all the necessary checks and competencies required to register with Hireup (full list here) are mentioned elsewhere on your profile so there’s no need to list them in your bio. Your first name, age and suburb will also be listed (at the top of the page) so no need to repeat this information either. Writing your profile should be about telling the community who you are, not what you are.
How do I change my availability on my Hireup profile?
As a Hireup user, you choose exactly when you’re available to provide support or are looking for a support worker. This starts with letting the community know whether you are actively looking for to provide or receive support. Keeping this information up to date is really important. It makes finding the right match much easier. If you keep your availability up to date, you’ll only receive messages from people who are also available.
There are two ways to update your availability.
When you log in, you will land on your Hireup dashboard. Next to your profile picture you will see “your status”. To update this, click on “update.
Click on the tab with your name in the top right corner and select “Settings” from the drop-down list.
The first section will be “Availability”. Select “I’m looking for support (or work, if you are a support worker) or leave the box unchecked if you are not looking for new Hireup matches. Once you’ve made any changes, click the blue “save” button.
Should I reimburse my support worker for additional expenses incurred during the shift?
Yes, people seeking support should reimburse their support worker for additional expenses incurred during the shift, such as entry fees, transport costs, parking, etc. This should be discussed between the person seeking support and the worker during the interview process so that clear expectations are set on items that will be reimbursed.
Support workers will provide their own meals during a shift except in circumstances where the worker is not able to do so because of the nature of the shift. This could include eating in a restaurant or extended shifts. If this is the case, reimbursement may be necessary.
Currently, payment for additional expenses incurred during a shift will need to be managed by direct arrangement between the worker and the person seeking support.
Does Hireup provide car insurance?
No, Hireup’s comprehensive insurance policy does not cover car insurance for people seeking support or support workers who choose to travel in a vehicle while working through Hireup. Our comprehensive insurance cover includes public liability, professional indemnity and workers compensation. All Hireup users looking to use their own vehicles on a Hireup shift must have compulsory third party insurance and we highly recommend users have comprehensive car insurance.
Any incident or damage to a vehicle will need to be covered by the individual’s own car insurance. People seeking support should check that a worker has adequate insurance before working together.
As a support worker, what should I do if the person I support asks me to work without creating a booking through Hireup?
You will only be covered by Hireup’s comprehensive insurance if a booking is made before the shift commences. If you work without creating a booking first you, will be putting your safety at risk. It’s also worth noting that it is a breach of your Hireup casual employment contract and a breach of the client service agreement to arrange work outside of the Hireup platform with another Hireup user.
If someone approaches you about taking work offline you should notify Hireup immediately, either on (02) 9113 5933 or via firstname.lastname@example.org.
How much notice do I need to give a support worker before cancelling a shift?
People seeking support should give as much notice as possible to a support worker when cancelling a shift. Where a person seeking support provides notification to a worker of a cancellation less than 12 hours before the start of a shift, the worker is entitled to be paid for at least 2 hours work. If the cancellation occurs less than two hours before the start of the shift, the worker is entitled to be paid the full booking amount.
Hireup understands that there are unforeseen and unavoidable circumstances that may arise from time to time. We encourage all users to communicate openly with one another about their expectations and to notify Hireup if they have any questions or concerns.
As a support worker, how much notice do I need to give a person seeking support before cancelling a shift?
Support workers should give as much notice as possible before cancelling a shift. In circumstances where the support worker gives less than 12 hours notice and the reason is not considered to be reasonable or fair, a person seeking support may notify Hireup.
Support workers who regularly fail to turn up for shifts or who are repeatedly cancelling at short notice will have their registration with Hireup terminated.
How do I get a Working with Children or Vulnerable People check?
As a Hireup support worker, depending on where you live you may be required to get a Working with Children or Vulnerable People check. The list below will help you work out what you need based on what state you live in.
NEW SOUTH WALES
Working with Children Check
Working with Vulnerable People Check
Working with Children Clearance
Working with Children Check (Blue Card or Exemption Card)
Child-related Employment Screening
Disability Services Employment Screening
Working with Vulnerable Registration
Working with Children Check
Working with Children Check
How do I get a Police Criminal Record Check?
To become a Hireup support worker you will need to get a Police Criminal Record Check. The fastest and easiest way to do this is through online provider, Cited. You can apply online and receive your check within 24-48 hours. To do this, click here.
Is the Vehicle Allowance taxed?
Yes, in accordance with the ATO, any Vehicle Allowance paid over the reasonable allowance rate (as prescribed by the ATO) is required to be included within an employee’s taxable income. At the end of the financial year, the ATO says that employees who are taxed on vehicle allowances may be entitled to claim a deduction on their tax return for their motor vehicle expenses. (For more information visit https://www.ato.gov.au/ or speak to your accountant.)
How do I get paid for the Vehicle Allowance as a support worker?
Support workers will be paid for their Vehicle Allowance on a fortnightly basis with their usual pay. The number of kilometres traveled and the total amount for payment will be shown on your pay slip.
How is the Vehicle Allowance recorded?
To claim the Vehicle Allowance (kilometres traveled during a shift), support workers must enter the total kilometres traveled during the shift when they submit their shift hours on the Hireup booking form. This amount will then be required to be approved by the user seeking support.
Can I claim a Vehicle Allowance if I provided transport support during a shift (travel/kilometre expenses)?
Yes, support workers are entitled to $0.78 per kilometre as outlined by the SCHADS industry award. This allowance can be claimed for every kilometre driven during a shift if the worker uses their own vehicle, this may include driving a person seeking support to and from appointments or running errands. This does not include travel to and from a shift.
As a non-NDIS participant, how do I pay for my Vehicle Allowance?
Self-payment: If you are currently paying for your Hireup services privately, Hireup will send the Vehicle Allowance to you on a separate invoice alongside your regular fortnightly invoices.
Another provider manages your funds: Hireup will send the Vehicle Allowance on a separate invoice to your nominated provider alongside your regular fortnightly invoice.
As an NDIS participant, how do I pay for my Vehicle Allowance?
Self-managed: Hireup will send the Vehicle Allowance to you on a separate invoice alongside your regular fortnightly invoices.
Plan-managed: Hireup will send the Vehicle Allowance on a separate invoice to your nominated Plan Manager alongside your regular fortnightly invoices.
NDIA-managed: you have two options…
Option 1 – pay directly out of your transport funds/private funds. Each fortnight for your Vehicle Allowance, Hireup will provide you with an invoice showing only these charges. For your fortnightly support invoices, we will continue to claim on your behalf from the NDIS Participant Portal as we do now.
Option 2 – have Hireup claim from your core supports through the NDIA Portal. If you have available core supports and would like to contribute to the cost of travel from this bucket of funds, Hireup will take the total amount of kilometres you accumulate each fortnight and divide this by Hireup’s hourly rate. These hours will then be added into the invoices that Hireup uses to claim on your behalf from the NDIS Portal for your regular support invoices. For the time being this is the best possible solution until the NDIA provides a specific line item to claim against for travel.
How do I use the Vehicle Allowance feature on Hireup?
As of Monday, 24 April the new Vehicle Allowance feature will be released on the Hireup platform. The following steps will guide you through using the feature.
The Vehicle Allowance feature must be turned on by users seeking support for each support worker as they join their support team. This can be done when the first booking is made. It can be turned on or off at any time during the support relationship through the support team settings page, found on the left hand side of the Hireup dashboard.
If the feature is turned on for a worker, they will be able to include the distance travelled during a shift on the Hireup booking form when they confirm their hours after a shift has been worked.
The user seeking support will then be able to review the distance travelled when they approve the shift hours.
The Hireup team will then process the Vehicle Allowance based on the payment preferences of the user seeking support, and reimburse the support worker with their fortnightly pay.
What is the Vehicle Allowance?
In accordance with the SCHADS industry award, if a worker uses their own car during a shift they are entitled to claim $0.78 per kilometre as a Vehicle Allowance for the distance they have driven during that shift. This does not include travel to and from the shift.