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Carer Standards and Expectations

To provide every client with a high-quality, professional experience, Find A Carer (FAC) requires all carers to follow these essential guidelines. Meeting these standards helps build trust, ensures safety, and supports respectful client relationships.
 
Dress Code
  • Carers should present themselves professionally, dressing appropriately for each visit.
  • No overly casual clothing, such as track pants or loungewear.
  • Clothing should be clean and tidy, promoting comfort and confidence in the care setting.
  • Footwear should be closed-toed and non-slip for safety during any physical support activities.
Timeliness
  • Arrive on time for each scheduled appointment to show respect for the client’s time and needs.
  • Notify Find A Carer immediately before the start of scheduled services if unforeseen delays arise, allowing prompt client notification and adjustments.
Behaviour and Attitude
  • Maintain a professional and friendly attitude: Show respect for clients, listen actively, and respond courteously to their needs.
  • Respect personal boundaries, handling all interactions with dignity and sensitivity.
  • Approach clients with empathy and patience, fostering a supportive, positive environment.
  • No phone usage while on shift; stay attentive and focused on client care at all times.
  • Complete and submit detailed service notes at the end of each shift to ensure accurate client records.
Conduct
  • Confidentiality: Adhere to privacy policies, ensuring client information remains protected.
  • Responsibility: Take ownership of duties and proactively address any challenges.
  • Clear Communication: Engage with clients openly and respectfully, being receptive to feedback that could improve the care experience.
  • Service Modifications: Do not add or provide any additional services beyond the agreed care plan without prior authorization. Unauthorized service changes are grounds for removal.
  • Contact Protocol: Carers are not permitted to contact clients directly. All communication must be conducted through Find A Carer to ensure consistency, confidentiality, and professionalism. Breaches in this protocol may result in removal from the platform.
  • Care Team Consistency: For carer organizations, sometimes changing a carer is unavoidable. However, excessive swapping of carers has a negative effect on clients. Be aware that your client receives notifications for each change, which may impact your reputation with them.
Carers who do not meet these standards may face:
  • Feedback and Guidance: Initial issues will be addressed with constructive feedback to support improvement.
  • Financial Penalties: Late cancellation fees may apply for missed appointments or failure to notify of delays.
  • Suspension: Serious or repeated violations can result in temporary or permanent suspension from the platform.
 
If you have any questions please email customercare@findacarer.com.au or phone 1300 177 877.
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