What to expect when a support worker visits for your services
What happens when one of our support workers attends your home?
A key part of each service involves your Support Worker using their phone to review your care plan, record notes about the support they have provided and share any updates about your wellbeing with your primary care manager. They may also add any feedback you would like us to follow up on. This process helps our team deliver timely and personalised care that truly meets your needs.
Our team members only use their phones during a service for these work‑related purposes. They do not check personal messages or use social media while supporting you.
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In-home support services follow this process:
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Rostered to a service
Your support worker is assigned to a specific service.
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Introduction
Your support worker introduces themselves to you, our client.
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Check care plan
Your support worker reviews your care plan on their mobile phone.
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Discussion of service
You and your support worker have a conversation to confirm the priority tasks for this service and preferences as per your care plan.
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Completion of service
Your support worker will perform the services as agreed.
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Client satisfaction check
You and your support worker will discuss the service and ensure you are satisfied with it.
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Making notes
Another fundamental part of the service includes your support worker making notes and recording feedback about the service on their mobile phone.
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Travel to next client
Your support worker leaves and travels to their next client and service.
Please note: We understand your time is valuable, and our support workers strive to arrive promptly for your scheduled service. However, at times, they may run a little late (up to 30 minutes) due to factors out of their control such as prior client services running over time, traffic congestion or unexpected roadworks.
Please know that our team do their very best to reach you as quickly and safely as possible. We kindly ask for your patience and understanding in these situations, and for your continued kindness and respect towards our support workers. It is greatly appreciated.
If you’d like to explore more real‑life experiences across our community, you can read how former cabinetmaker Jing built a meaningful new career as a support worker, or discover how 90‑year‑old Kathy continues to enjoy life in the home she loves with the right support around her. Together, these stories highlight the dedication of our support workers and the positive impact personalised care has on the lives of our clients.