All the helpers we send your way are sole traders running their own care business. We use this approach as this means your support is limited only by what your Helpers are happy to do. Minimum shift length of only 1 hour? There is someone for that! Helper happy to waive the cancellation fee? No problem! Using a sole trader approach, your Helpers are able to decide with you what they fee comfortable doing, so you’re not restricted to the traditional care worker industry restrictions
The Rates Agreement Document (RAD) is the document which captures the agreed rates you will charge a Member for your services. It is provided to you once you are assigned a Member. If you agree to continue working together, you can fill and sign this document to lock in those rates! The RAD can be updated at any time by filling it in again, having yourself and the Member sign it
You have the opportunity to negotiate the rate your Helpers will charge, and this can be broken down for each Helpers, each of their services, and the day those services are provided! Care workers are very varied, so you might feel it’s fair to pay a higher rate to a Helper with more qualifications and experience in specific fields, and lower rates to more junior Helpers providing basic Community support. Once you have agreed upon a rate for a service, your Helper will enter it into the RAD and we can assign this rate to your services. Invoices will then be sent weekly based on the services provided
Helpers will be insured with Public liability and professional indemnity insurance (including medical negligence), through the underwriter Bizcover. All Helpers are also required to have compulsory third party car insurance. As a Helper you may voluntarily pay for additional insurances, like full comprehensive car insurance, work cover or income protection, however this is your choice and not a requirement for engaging with Lend A Friend
Yes! While we engage contractors, the Lend A Friend company director also works with legacy clients to provide care services, care management and other hands on services
No, Lend A Friend only engages with Helpers who pass our screening process. We require Helpers to pass multiple character checks, personality checks, knowledge checks, and have a certain qualifications/verifications in place. Before a Helper comes to your door, you also have the chance to view a video introduction to see if they might be a good fit
Taking bookings with Helpers outside of Lend A Friend is a breech of the Terms of Use of our service. Helpers have signed non solicitation agreements and working with Members without Lend A Friend’s involvement would be breeching this agreement, putting the Member at risk and the Helper at risk of punitive action. This is also noted in Member service agreements.
If a Helper requests billing information or to work independent of Lend A Friend, please contact your care manager
We have a 5 step dispute and feedback process which is documented in the policies of Member service agreements, and in Helper training materials. You can also contact the feedback or the support email address
Our team includes Helpers who are Psychologists, Social Workers, Teachers, Physiotherapy students, and much more. While each Helper has their own unique set of skills and personality, we will work with you to find a match who is right for you
When a special qualification or verification is needed in order to perform work, this service is only able to be booked through the app for Helpers which have had this verification confirmed by Lend A Friend. If a Helper books with a Member to perform one service and then during a shift decides to provide additional services, they could be providing services they are not verified or qualified for. This could mean their insurance would not cover any damages that might arise. As sole traders, Helpers run their own business and can provide services at their discretion, but this is not advised by Lend A Friend given the extra risks
All of our Helpers have been interviewed, provided with training, participated in shadow shifts, and are familiar with our safety policies and procedures. They also must have their own insurance, first aid certificate, and pass police or NDIS checks before working with you to ensure the top quality of care.
If at any time you feel uncomfortable with your care and support, you can contact your care manager to continue the search for your perfect Helper
