- Home Care Heroes is an online home care platform that connects care givers (Heroes) with care seekers (seekers). Heroes advertise their services on their profile and Seekers can search and make contact with Heroes.
- We are NOT an employment agency and we are NOT involved in any employment or other relationship between Seekers and Heroes.
- You understand that the Services are provided “as is” and “as available”. We do not represent or warrant that:
- the content on the Website or information provided by any Hero is accurate, complete or current.
- a suitable match will be found using the Services.
- your access will be uninterrupted or error free.
- In order to find work as a Hero or find a Hero you must register and become a member of the Platform as either a Seeker or a Hero.
- By becoming a Member you represent and warrant that:
- the information you provide is accurate, complete and up-to-date and you will update any changes to this information.
- you will use the Services in accordance with all applicable laws, industry codes and standards.
- By becoming a member, you acknowledge that we may be compelled to disclose your personal details, including to any Government authority, such as the Australian Tax Office.
- Businesses and organisations, including child and aged care centre operators, agencies of any kind and recruitment companies are not permitted to register as a member on the Platform. The Platform is for the personal use of individual members only. The Platform must not be used for commercial endeavours, including advertising, selling or hiring products or services, collecting names and/or email addresses or sending unsolicited emails without our express consent.
- We reserve the right to accept or refuse any application to use the Services.
- One of our values is community and as a Hero or Seeker you’re on this Platform to make your life better in some way. Obviously the other people using this Platform are also trying to make their life better. So use this site safely with respect, integrity and within the law, treating the Platform as if it were your own and treating people as you would want to be treated. This means don’t use it to try to sell your box of old belt buckles, don’t use it to try to whinge about Madge down the street or to complain about politics or to try to get people to come to your cousin Ronnie’s birthday party or to try to gather a posse together to bully your little brothers bully from school.
- It’s your responsibility to conduct yourself appropriately on the Platform as well as whilst you are receiving or providing care. If you don’t we will have to remove, edit, refuse to post your content or remove you from the site. We really don’t want to do any of that because it would be a real shame and would take up a lot of our precious time.
- If you are experiencing problems with any user please contact us via firstname.lastname@example.org.
- We may monitor disputes between Users of the platform but don’t have an obligation to get involved in any disputes. We are the facilitators, you guys are the parties to each transaction. By agreeing to these Terms you understand and agree that we are not liable in connection with any dispute or claim that you make against any other member of the Platform.
- We reserve the right to disclose any information necessary to satisfy any applicable law, legal requirement, police investigation or governmental request.
FEEDBACK AND COMPLAINTS
- HCH provides a safe environment for each person to make a complaint.
- HCH ensures that there are no negative consequences or retribution for any person who makes a complaint.
- HCH supports participation in the complaint handling process of any person wanting to make a complaint and work with the person to identify the desired goal.
- HCH treats each person making a complaint in a manner that protects their privacy and respects confidentiality.
- HCH is committed to and demonstrate fair and timely resolution of complaints.
- Each person is kept informed at all stages of the decision making process concerning their complaint and the reasons for those decisions.
- Each person has continuous and easy access to meaningful and culturally relevant information about the service provider’s complaint policy and processes.
- Each person has the opportunity to have a chosen support person such as an advocate to assist or represent them during the process.
- Each person making a complaint is supported by HCH, in a way which reflects their individual, cultural and linguistic needs to assist them to understand and participate in the complaint handling process.
- Each person determines how, when and where the complaint will be made.
- Each person has the opportunity to nominate the person they want at the service as the key contact regarding the complaint.
- HCH has a written complaints policy and associated processes which reflect relevant legislation, standards and sector policy.
- HCH ensures that policies and processes include ways of responding to the cultural and linguistic needs of individuals.
- HCH record and analyse trends from complaints to drive organisational policy development and continuous improvement.
- HCH supports each person to participate in the review and development of local complaint handling policy and processes and report outcomes to them and their families, carers and advocates.
- Board and/or management committee meetings include a standing agenda item on complaint handling, with trends presented and implications for service planning discussed.
- HCH is aware that some complaints need to be managed in a particular way, either because the person making a complaint has specific rights of review or because the complaint includes allegations that must be reported to an external body. For example, criminal allegations should be reported to the police.
- HCH informs each person of their right to make a complaint (where relevant) to the Ombudsman about the provision of a service by a service provider under the Community Services (Complaints, Review and Monitoring) Act 1993 (NSW).
ONLINE SAFETY AND SECURITY
- Where you have obtained personal information from another User, including phone numbers, email addresses, addresses, and are no longer using this information for domestic assistance purposes, you must return or destroy this information.
- Just like your bank account password, you are responsible for maintaining the confidentiality and security of your HCH account including your username and password. So don’t go sharing it out with every Tom, Dick and Harry as you are solely responsible for all activities that occur on your account.
- If you notice any funny business going on in your account through unauthorised use let us know immediately.
HOME CARE HEROES RESPONSIBILITIES
We are responsible to:
- Review the provision of services to our care seekers at least 3 monthly with Seekers
- Once agreed, provide services and supports that meet the Seeker’s needs at the Seeker’s preferred times
- Communicate openly and honestly in a timely manner
- Treat all Seekers with courtesy and respect
- Protect the Seeker’s privacy and confidential information
- Provide services in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law
- Keep accurate records on the supports provided to the Seeker
- Issue regular invoices and statements of the supports delivered to the Seeker
First of all, congratulations on deciding to become a Hero and helping out people in need in your community. To earn the title of Hero there are a few things that we need to clarify:
- You are over 18
- You pass a NSW National Police Check
- You pass a Working With Children Check (if working with children)
- Two references who you have worked with (not mum, dad, your big brother or your Aunt Sheila)
- Have a chat with us about life and experiences and more
- Have public liability insurance
- An ABN and Australian bank account so that you can be paid!
As a Hero and an all-round pretty great person, you acknowledge that:
- You’re able to work in Australia legally
- You are you. If your name is Darryl Kerrigan then set up your profile as Darryl Kerrigan not Russell Crowe.
- You will maintain one profile at all times. If you’re Darryl Kerrigan don’t have a profile for you and a profile for Russell and another for Rebekah.
- In order to maintain and run the Platform we need to charge a fee. It’s not much but it keeps us up and running and allows you guys to keep working. Out of the $32 an hour that the Seeker pays, we take a $7 admin fee and Heroes receive $25.
- If we need to change the amount we charge we’ll let you know 10 days before it comes into effect
- Personal expenses by heroes are not covered by Home Care Heroes. Heroes need to make sure they communicate with care seekers the terms of each booking and potential cost for activities or transport.
PROCESS OF PROVIDING DOMESTIC ASSISTANCE AND COMPANIONSHIP
You are responsible for all aspects of communicating, screening, selecting and performing domestic assistance and companionship for Seekers. It is at your discretion from communication with Seekers, whether to accept or decline requests for service.
- Set up a stellar profile with a super friendly photo of yourself. Giving away fun and interesting details but keep in mind that this is public so don’t put anything on your profile that you wouldn’t put on your FB profile. Don’t worry, your contact details will NOT be displayed on your profile.
- Seeker chooses you to have a chat via online messaging system.
- Seeker and you discuss task, time and other requirements over the messaging system.
- Only when both you and the Seeker agree on requirements and trust each other enough to agree to domestic assistance should you tell the other person your contact details and address.
- You book in an appointment on the Calendar.
- Seeker accepts appointment
- You arrive at Seeker’s address and log in to Platform to “begin” visit.
- At end of visit you log in to the Platform and “complete” the visit. You can choose to agree with the auto invoice that is generated or you can choose “edit” and manually change the invoice. The invoice with the Hero ABN and name is then sent to the Seeker.
- At the end of the month a summary of what you need to be paid will be sent to you. This will include the $32 per hour, less our $7 admin fee and $0.48 for insurance (if required). If you agree to the amount then you don’t need to do anything and will be paid before the 5th business day of the following month. If you don’t agree then you have until the 3rd business day of the month to send through a corrected invoice.
- Get paid before the 5th of the following month
TRANSACTING OFF THE PLATFORM
Actions outside of the Home Care Heroes Platform
We are running this business in order to benefit your community. We take a very small fee for providing this platform and facilitating work for you. So please respect that all transactions need to be recorded on the platform. It’s for the following benefits to you guys:
- You will be paid for your work. Because we collect Seeker’s credit card details before you do the care, it gives you security in knowing that you will be paid. If you transact off the website there is always that awkward moment where the Seeker either doesn’t offer to pay you so you feel like you can’t ask or where you ask to be paid and they either say that they only have $10 on them or that they thought that you had already been paid.
- Avoiding disputes about care. We get you guys to log on and off the platform so that there is a record of when you arrived and when you left.
- You can easily manage your schedule by using our online calendar.
- You don’t need to feel bad and sneaky about trying to rip off a community start up business.
If we catch you transacting off the Platform you will go directly to Jail, you will not pass go and will not collect $200, just kidding, but we would have to remove both you and your Seeker from the platform and potentially get our lawyer people involved. Which would suck because you wouldn’t be able to share your skills with others and they wouldn’t be able to get help when they needed. And no one likes lawyers enough to want them to be involved in anything.
What do you do if a Seeker offers to transact off the Platform?
- No one likes a dibber dobber, except in this instance. Please let us know if anyone on the Platform is not abiding by our rules.
- As a Hero, you’re an independent contractor which pretty much means you’re your own boss. But what does it really mean for you…
- You decide who you want to work with
- You decide how much work you want to do and when you want to do it
- You decide the kind of work and tasks you want to do
- You are responsible for the tasks that you agree to and also need to be responsible to complete them. So if the tasks that you have agreed to are not completed (even though you were having a really deep conversation about WWII over a cuppa and what you thought was 10 minutes was actually an hour) the Seeker may complain that you didn’t actually do what was paid for and they might not agree to pay you.
- You need to provide us with an invoice detailing how much you need to be paid each month. Lucky for you our system records the hours that have been clocked-in, so all you need to do is verify that the amount is correct.
- You pay your own tax
And what does it mean for us?
- We do not dictate who you work with, what you do, where or how long you work
- We do not pay your tax for you
- We do not provide training for you. But we do give you guys some pretty awesome tips, tricks and suggestions for being the most awesome Hero you can be. Make sure to read our “Tricks of the Trade” Manual that is attached to your “Welcome” email.
- We do not pay you leave. So if you have a regular Seeker and you can’t make your usual visit coz you want to go to Bali or Europe for the summer or you have man flu, you won’t get paid. But also, we don’t restrict your holidays!
- We don’t tell you guys how to complete a task or how to be a wonderful Hero. We don’t mind whether you take the tea bag out of the tea cup or leave it in, it’s up to you!
- Heroes are paid on a monthly basis for work they completed in the prior month. So for work done in February you will be paid before the 5th business day of March.
- At the end of each visit when you log the job as “complete” on your profile a pre-populated invoice will be emailed to the Seeker. You can amend this by clicking “edit”.
- Please note that the hourly rate paid to Heroes is $32. Home Care Heroes then takes off our $7 per hour admin fee and $0.48 for insurance (if required)
- At the end of the month, these invoices are compiled and before the 3rd business day of the following month we send out a total of what is owed to each Hero. If you don’t agree with this amount you need to send through a corrected invoice to email@example.com before the 4th business day, otherwise they will be deemed to agree with this invoice. All payments will be made to the Heroes before the 10th business day of the month.
So you’ve decided to find one of our awesome Heroes to help you, or someone important to you. Before you can find a Hero we ask that you have the following:
- Upload a photo so that Heroes know who they’re caring for. Try to make this a recent photo, not a photo of you or your Nan as a child. Only Heroes you contact will be able to see your picture.
- A valid mastercard or visa.
While we think our Heroes are pretty great and we have checked a few key things out about them we do not guarantee the suitability, conduct or quality, of any of the Heroes or Seekers. As independent contractors Heroes are responsible for their own actions and conduct. We are not responsible for the conduct of any member on the Platform, either online or offline.
The Home Care Heroes insurance policy does not cover people under 18 years old. This includes care seekers and any minors who are present when the Hero is performing their services.
For anyone under 18 years old, the parent/guardian and the individual hold Home Care Heroes and the Heroes harmless from any action, claims, liability, expenses or loss arising directly or indirectly out of any act or omission of Home Care Heroes and Heroes or otherwise arising out of the performance of the services.
- If you’ve informed us that you are and NDIS participant, you will be required to provide details of how it is being managed.
- Credit card details do not necessarily apply to NDIS participants. This depends on how their plan is being managed.
- All transactions over the Platform are via credit card. So you must have a valid Mastercard or Visa to pay for and receive home care services.
When do you need to use your credit card?
- When you have decided on a Hero and want to book in an appointment for home care services on your calendar you will be asked for your credit card details. Your card is NOT CHARGED at this point.
- Your credit card is only charged:
- If the visit is cancelled within 24 hours of the scheduled visit. The total amount for that visit will be charged from the credit card provided, or
- Once the visit has taken place and the Seeker has confirmed the amount payable.
- If the Seeker does not agree with the amount payable then they must resolve this with their Hero.
PROCESS OF RECEIVING DOMESTIC ASSISTANCE
You are responsible for all aspects of choosing, contacting, screening, selecting and hiring a Hero.
- Set up a profile with photo of yourself, giving away some fun, useful and interesting details about you. Your profile is not public, it will only be visible to the Heroes that you choose to message on the Platform. Don’t worry, your contact details will NOT be displayed on your profile.
- You will be matched with a list of Heroes who are in your area, provide the services you require and who share hobbies and interests with you.
- Choose your favourite Hero (or a few Heroes) and start chatting with them via the online messaging system.
- Discuss task, time and other requirements with them. Ensure there is an understanding of the hours and tasks required for the service.
- Only when both you and the Hero agree on requirements and trust each other enough to agree to domestic assistance should you tell the other your contact details and address.
- Accepts appointment in your calendar that the Hero has sent.
- Be home for the Hero to come over.
- At end of visit you will receive an invoice from the Hero for the amount payable which will need to be paid on the Platform via credit card.
It is the responsibility of the Seeker to:
- Inform us about how you wish the services to be delivered to meet your needs
- Treat us and our Heroes with courtesy and respect
- Talk to us if you have any concerns about the services being provided
- Give us a minimum of 24 hours’ notice if you cannot make a scheduled appointment; and if the notice is not provided by then, the cancellation policy will apply – this is the full payment of the scheduled visit.
- Give us the required notice if you needs to end the Service Agreement
- (if you are under NDIS) Let us know immediately if your NDIS plan is suspended or replaced by a new NDIS plan or you stop being a participant in the NDIS.
- inform us if you have a criminal history and the restrictions this places on you and the services that you will be provided. We will asses each situation differently and takes into consideration the safety of our Heroes and the broader community.
- The care recipient has to approve the hours before closing each job. If the hours don’t look right request for an adjustment from the hero and you can refer to your messages about the service requirements. If the hero still doesn’t adjust the times, please email us at firstname.lastname@example.org
Each person who uses our services;
- has the right to information and support to understand and exercise their legal and human rights,
- will receive a service that maximises their choices for social participation and cultural inclusion,
- will do so in an environment free from discrimination, abuse, neglect and exploitation,
- will receive a service that reflects their right to privacy and have their personal records and details about their lives dealt with in an ethical and confidential manner in line with relevant legislation.
- will receive support and self-protective strategies and behaviours that take into account their individual and cultural needs.
- Each child with a disability has the same rights and freedoms as all other children and service providers will take each child’s best interests into account when providing services.
- Home Care Heroes can assist care-seekers organise a translator if required
- Services are provided in an environment free from discrimination, financial, sexual, physical and emotional abuse, neglect and exploitation.
- HCH encourages and support access to advocacy services by people with a disability to promote their rights, interests and wellbeing.
- HCH provides opportunities for people with a disability to participate in the development and review of organisational policy and processes that promote strategies for equality and upholding human rights.
- HCH has the knowledge and skills to implement reporting processes on incidents of alleged or known discrimination, abuse, neglect or exploitation and know how to notify the relevant external authorities.
- HCH offers appropriate support to the person and their family or carer when they raise or pursue allegations of discrimination, abuse, neglect or exploitation.
PARTICIPATION AND INCLUSION
- HCH supports each person to make decisions about how they connect with their chosen community, they are respectful of their choices and plans including work, learning, leisure and their social lives.
- Training and support is provided to staff and volunteers so workers understand, respect and act on the interests and skill development of people with a disability over time.
- HCH works with people with a disability and their community to promote opportunities and support their active and meaningful participation.
- HCH with the consent of the person with a disability, work with an individual’s family, carer, significant other or advocate to promote their connection, inclusion and participation in the manner they choose.
- Staff and volunteers model respectful and inclusive behaviour when supporting people in their community as a way of promoting the uniqueness of each individual.
- HCH develops ways to maintain and further develop their local connections so that options for people with a disability to be included and valued are increased over time.
- HCH actively seek connections with the community for people exiting the criminal justice system.
- HCH supports each person, and (when necessary with consent) their family, carer or advocate to develop, review, assess and adjust their plan as their circumstances or goals change.
- HCH recognises the importance of risk taking and enable each person to assess the benefits and risks of each option available to them and trial approaches even if they are not in agreement.
- HCH works with other organisations and community groups to expand the range of service options available in the community.
- HCH regularly reviews their person centred approaches to ensure the organisation has the capacity and capability to deliver flexible and responsive supports and services that meet individual needs and expectations.
- HCH is both proactive and responsive in providing people with a disability, their families and carers information about the features and capacity of the services they offer.
- HCH develops and apply easy to understand, consistent and transparent access processes so that each person is treated fairly and according to their assessed need.
- HCH regularly reviews their information, policies and practices for service access in consultation with people with a disability, their families and carers to identify and minimise barriers that may impact on a person’s fair and equal access to services.
- HCH understands the broad range of supports and services available to meet the needs of people with a disability, their families and carers in the community.
- HCH works with local community and other mainstream and specialist organisations to maintain community engagement and referral networks.
- HCH provides information and support to the person when recommending or referring other services or activities.
Third Party/ Support Coordinators / Plan Managers / Primary Carers / Guardians / Family members
If you create a profile on behalf of a third party, you represent that you have the authority to represent such third party and bind this person to this agreement. I.E. If you are a support coordinator and you create a profile for a participant who is seeking companionship, you represent that your participant has provided you with proper authority to act on his/her behalf and that they will abide to this agreement.
Home Care Heroes is a Platform
Our platform is designed to connect extraordinary people, that we call heroes, with individuals who face social isolation. Every single Hero is interview based on whether or not we’d want them looking after our own families.
The Heroes solely decide whether to accept an offer from a Seeker to provide companionship and the Seeker solely decides whether to engage a Hero to provide companionship.
- You are responsible for making your own decisions regarding the members that you engage to provide Companionship through the site.
- You understand that members may make representations to you about themselves via the site, or in other communications.
- Home Care Heroes is not required to verify information provided between users and you should obtain additional information if required from the other party.
You understand and agree that HCH;
- makes no representation or warranty regarding the quality of any services provided by heroes. We have an interview process and a rating system to help eliminate bad apples.
- has no control over and is not responsible for the acts or omissions of any users on or off the site.
- is not responsible for the accuracy or reliability of any information provided by any member on the site.
- takes no responsibility and has no obligation in contract or duty of care to manage or involve itself in any interactions between heroes and seekers.
Home Care Heroes does NOT;
- Participate in the interaction between Heroes and Seekers, except for the processing of payments on behalf of the Heroes.
- Provide Coordination of support,
Each person receives quality services which are effectively and efficiently governed. The corporate governance body of our organisation:
- Service providers have written policies and associated processes which reflect relevant legislation, standards and funding requirements and sector policy that are accessible to all stakeholders.
- Service providers have processes to monitor compliance with relevant legislation and policy and to continuously improve organisational performance.
- Service providers encourage and support people with a disability, their family and carers to participate in the planning, management and evaluation of the service.
- Service providers inform stakeholders how feedback has been used to improve service management and delivery.
- Service providers have a workforce planning and recruitment strategy in place to ensure the organisation has a skilled, engaged and responsive workforce.
- Service providers have processes in place for succession planning of leadership staff and other key positions recruited and maintained to deliver the range of services provided by the organisation to meet service delivery outcomes.
- Service providers provide regular staff and volunteer training, support and supervision to flexibly meet the needs of people they support.
- Service providers create and maintain accessible and safe physical environments in accordance with all fire safety requirements and occupational health and safety legislative policy requirements.
- Service providers implement the organisation’s strategic and business plans utilising good practices including community engagement initiatives.
This Policy has been developed to be used in conjunction with the following legislation and will be used when managing and responding to community complaints:
- Carers (Recognition) Act 2010 (NSW)
- Community Services (Complaints, Review and Monitoring) Act 1993 (NSW)
- Community Welfare Act 1987 (NSW)
- Disability Inclusion Act 2014 (NSW)
- Health Records and Information Privacy Act 2002 (NSW)
- Home Care Service Act 1988 (NSW)
- National Disability Agreement 2013
- National Disability Insurance Scheme (NSW Enabling) Act 2013 (NSW)
- New South Wales Government Disability Policy Framework
- Ombudsman Act 1974 (NSW)
- Privacy and Personal Information Protection Act 1998 (NSW)
- Public Interest Disclosures Act 1994 (NSW)
Home Care Heroes has the knowledge and skills to implement reporting processes on incidents of alleged or known discrimination, abuse, neglect or exploitation and know how to notify the relevant external authorities.
Please contact us as soon as you notice personal abuse or any other type of misbehaviour. Heroes must contact HCH management as the first point contact, before notifying the authorities.