Support Worker Policy

Issued by	Ethical Hire ABN 77 679 399 001
Version	1.0
Last updated	06/03/2026
Applies to	Ethical Hire public website, platform, workers, clients, participants, providers, coordinators and authorised representatives, as applicable

1. Purpose and Scope

This Policy sets standards for all Support Workers using the Ethical Hire Platform, including disability support workers, aged care workers, nurses, and allied health professionals. It applies to all interactions arranged or arising from introductions made through the Platform, whether in-home, community, telehealth, or facility-based.

This Policy operates alongside:

• Ethical Hire Terms and Conditions
• Privacy Policy
• Code of Conduct and Community Standards
• Applicable legislation, standards, and regulator rules (e.g., NDIS, Aged Care, AHPRA, WHS)

Note: Where this Policy conflicts with law or a regulator rule, the stricter requirement applies.

2. Worker Status and Professional Responsibility

• Independent Professional Engagement

Ethical Hire facilitates connections between Participants, Clients, Providers, and independent workers through the Platform. Unless otherwise agreed in writing, workers engaged through the Platform operate as independent professionals and are responsible for managing their own professional obligations, including maintaining relevant registrations, insurances, taxation arrangements, superannuation obligations, qualifications, and regulatory compliance requirements applicable to their role.

• Scope of Practice and Competence

Only accept bookings that fall within your qualifications, training, registration (where applicable), experience, and demonstrated competence. Workers must not undertake tasks beyond their authorised scope of practice or professional capability.

• Duty of Care

All services must be delivered safely, respectfully, ethically, and in a person-centred manner that upholds the rights, dignity, choice, independence, and wellbeing of Participants and Clients, consistent with applicable professional standards, the NDIS Code of Conduct, Aged Care Quality Standards, and relevant regulatory requirements.

3. Eligibility, Screening, and Right to Work

Workers must maintain all qualifications, registrations, clearances, licences, and compliance requirements relevant to the services they provide. Documentation must remain current and be uploaded to the Platform as required.

Category	NDIS Support Workers	Aged Care Workers	Allied Health Professionals	Nurses
Identity & Right to Work	100-point identification and valid Australian work rights	100-point identification and valid Australian work rights	100-point identification and valid Australian work rights	100-point identification and valid Australian work rights
Screening & Checks	NDIS Worker Screening Check, National Police Check, Working with Children Check (where required)	National Police Check and any aged care screening requirements applicable under Australian legislation	National Police Check, Working with Children Check (where required), NDIS Worker Screening Check where supporting NDIS participants	National Police Check, Working with Children Check (where required), NDIS Worker Screening Check where supporting NDIS participants
Registrations & Licences	Valid driver’s licence where transport forms part of service delivery	Valid driver’s licence where transport forms part of service delivery	Current registration with the relevant professional board where applicable, or evidence of professional accreditation/membership	Current and unrestricted AHPRA registration
Mandatory Training	NDIS Worker Orientation Module, First Aid (HLTAID011), CPR (HLTAID009), Infection Prevention & Control, Manual Handling, and any participant-specific training requirements	First Aid (HLTAID011), CPR (HLTAID009), Infection Prevention & Control, Manual Handling, and role-specific aged care training requirements	Profession-specific continuing professional development, First Aid (where relevant), Infection Prevention & Control, and any service-specific training requirements	Continuing Professional Development requirements under AHPRA, CPR, Infection Prevention & Control, Medication Safety, and any role-specific competency requirements
Insurance	Public Liability Insurance ($10 million minimum recommended) and any insurance required by law or service type	Public Liability Insurance ($10 million minimum recommended) and any insurance required by law or service type	Professional Indemnity Insurance and Public Liability Insurance meeting professional and regulatory requirements	Professional Indemnity Insurance and Public Liability Insurance meeting professional and regulatory requirements

Important Compliance Requirement

Workers must immediately cease providing any services affected by a credential, registration, licence, screening clearance, or insurance policy that has expired, lapsed, been suspended, restricted, or otherwise impacts their ability to safely and lawfully perform their role. Ethical Hire must be notified as soon as practicable and no later than 24 hours after becoming aware of the change.

4. On‑Platform Bookings, Communication, and Payments

• Exclusivity: Create, confirm, modify, and cancel all bookings in the Platform. Do not arrange, extend, or renew engagements off‑platform with Users introduced through the Platform.
• Communication: Use in‑platform messaging for service‑related communication and record‑keeping. Do not exchange direct contact details to bypass the Platform.
• Payments: All payments must be processed through the Platform’s approved system, including NDIS/aged care funded services. Do not accept cash, bank transfer, vouchers, crypto, or third‑party app payments outside the Platform.

5. Service Delivery Standards

• Person‑Centred Practice: Respect dignity, choice, autonomy, culture, and communication preferences. Support decision‑making and obtain informed consent appropriate to the task and the person’s capacity.
• Boundaries: Maintain clear professional boundaries. No personal relationships, gifts of value, borrowing/lending, or financial dealings with Participants/Clients. Do not manage client money unless explicitly within scope and consented with appropriate controls.
• Confidentiality and Privacy: Handle personal and sensitive health information strictly for service delivery and compliance with legal obligations. No unauthorised disclosure, posting, or storage outside secure systems. Follow the Privacy Policy and applicable health records laws.
• Records and Documentation: Accurately record attendance, activities, incidents, and relevant case notes in the Platform or agreed secure systems. Never falsify records or claims.
• Non‑Discrimination: Provide services free from discrimination, harassment, bullying, or abuse.

6. Safety and WHS

• Stop Work Authority: Do not start or continue work if there is an imminent or serious risk to your safety or others. Report hazards/concerns via the Platform within 24 hours.
• Manual Handling and Equipment: Use only safe, suitable, serviced equipment. Confirm sling/hoist compatibility, weight limits, and service dates. Decline unsafe equipment and report concerns.
• Infection Prevention: Follow current public health and IPC guidance. Use PPE as appropriate. Do not attend if you are infectious or medically unfit to work.
• Environmental Risks: On arrival, dynamically assess for access hazards, violence/aggression risks, unsecured animals, smoking/illicit substances, poor lighting, or other hazards. Seek remediation or withdraw if unsafe.
• Transport: If you transport clients, you must hold a valid licence, use a registered and appropriately insured vehicle, and comply with vehicle safety requirements. Seatbelts/restraints must be correctly used. Disclose paid work use to your insurer.

7. Clinical and High‑Intensity Supports (Where Applicable)

• Scope Adherence: Only deliver clinical or high‑intensity tasks you are trained, competent, and authorised to perform (e.g., PEG feeding, bowel care, tracheostomy care, seizure management).
• Delegation/Direction: Where a procedure requires delegation by a qualified professional or a provider policy, ensure delegation is valid, instructions are clear, and you are covered by insurance and competency evidence.
• Medication: Follow correct rights of medication administration if qualified, documentation, storage, and error reporting. Do not alter medication regimens without appropriate authority.
• Behaviour Support: Implement only authorised restrictive practices in line with an approved Behaviour Support Plan and local authorisation. Report any use per required timeframes.

8. Mandatory Disclosures Before and During Bookings

Ensure you receive and review material risk information, including:

• Health conditions and communicable disease risks
• Behaviours of concern, PBS plans, and restrictive practice authorisations
• Mobility and transfer needs, and equipment service status
• Environmental hazards

Action Required: Clarify unclear instructions before proceeding. If material information is missing, request it via the Platform and pause the task until safe to proceed.

9. Cancellations, Punctuality, and No‑Shows

• Attendance and Punctuality

Workers are expected to arrive on time, prepared, and ready to deliver services as booked. If unforeseen circumstances may cause a delay, workers must notify the Participant, Client, and/or relevant Provider through the Platform as soon as possible.

• Worker Cancellations

Where a worker is unable to attend a scheduled booking, the booking must be cancelled through the Platform as soon as reasonably practicable. Workers should take reasonable steps to minimise disruption to Participants and Clients, particularly where supports are essential to health, safety, personal care, community participation, or daily living activities.

Late cancellations, repeated cancellations, or failures to attend scheduled bookings may be investigated by Ethical Hire and may result in actions including warnings, reduced visibility on the Platform, temporary suspension, termination of Platform access, recovery of losses, or other remedies available under the Terms and Conditions.

• Participant or Client No-Shows

Where a Participant, Client, or authorised representative does not attend, is unavailable, or otherwise prevents the booked service from commencing, the worker must record and report the circumstances through the Platform as soon as practicable, including any reasonable attempts made to contact the Participant or Client.

Any entitlement to payment, cancellation fees, or funding claims will be assessed in accordance with the Ethical Hire Terms and Conditions, applicable NDIS Pricing Arrangements and Price Limits, Aged Care funding requirements, and any relevant service agreement.

10. NDIS and Aged Care Compliance

• NDIS Code of Conduct: Always act with respect, privacy, integrity, and safety; raise and act on concerns affecting quality and safety; prevent and respond to violence, exploitation, neglect, and abuse.
• Pricing and Claims: Charge only compliant rates, claim only for services delivered, and comply with short‑notice cancellation rules. Keep accurate service records supporting any claim.
• Incident Management: Know what is a reportable incident and escalate within required timeframes. Platform reporting does not replace mandatory reports to regulators.
• Aged Care: Comply with Aged Care Quality Standards, SIRS reporting timelines, and any role‑specific competencies required by approved providers.

11. Professional Conduct and Communication

• Respectful Communication: Use clear, courteous, and culturally sensitive language. De‑escalate conflict and seek support through the Platform if needed.
• Feedback and Complaints: Encourage and respond constructively to feedback. Refer complaints through the Platform process. Do not retaliate or post disparaging public comments about clients or other workers.
• Reviews: Any review content you submit must be truthful, based on firsthand experience, and must not disclose sensitive health information.

12. Data Handling and Technology Use

• Platform Use: Keep your login secure. Do not share your account or use another person’s account.
• Devices: If using personal devices for service delivery notes or communications, ensure they are secured (screen lock, encryption, updated OS), and promptly transfer required records to the Platform. Do not store client data unnecessarily.
• Breach Reporting: Report suspected privacy or data incidents to Ethical Hire promptly via the designated channel.

13. Conflicts of Interest and Gifts

• Conflicts: Disclose actual or potential conflicts (e.g., personal relationships, financial interests) before accepting or continuing a booking.
• Gifts/Benefits: Do not solicit gifts. You may accept token gifts of low value only where culturally appropriate and not intended to influence. Record and, where appropriate, declare gifts as directed by Platform policy. Never accept cash or valuables in lieu of payment.

14. Modern Slavery, Exploitation, and Safeguarding

• Zero Tolerance: Do not engage in or benefit from any form of modern slavery, exploitation, or abuse. Report any suspicion immediately through the Platform and, where appropriate, to authorities.
• Safeguarding: If you suspect abuse, neglect, or exploitation of a child, person with disability, or aged care consumer, follow mandatory reporting laws and escalate through the Platform.

15. Advertising, Self‑Promotion, and Off‑Platform Conduct

• No Solicitation to Bypass: Do not solicit or accept off‑platform arrangements from Platform introductions during your account term and for the post‑termination period specified in the Terms.
• External Profiles: You may maintain professional profiles elsewhere but must not copy or scrape Platform content or branding, nor imply Ethical Hire endorsement.

16. Quality Assurance and Audits

• Cooperation: Respond to compliance checks, audits, and documentation requests within requested timeframes. Maintain accurate, current records of training, insurance, registrations, and screenings.
• Remediation: If gaps are identified (e.g., expired certificates), pause affected work and resolve promptly. Ethical Hire may suspend your profile until resolved.

 

17. Breaches and Consequences

Material breaches include, but are not limited to:

• Providing services outside scope or without required screening/registration/insurance.
• Circumventing bookings or payments; accepting off‑platform payments.
• Falsifying records or claims; privacy breaches; unsafe practice; abuse/harassment.
• Repeated late cancellations/no‑shows; refusal to cooperate with safety or compliance processes.

Consequences: May include warnings, de‑ranking, suspension, termination, recovery of fees and losses, regulator referrals, and legal action, as detailed in the Terms.

18. Worker Support and Wellbeing

• Fitness for Work

Workers are responsible for ensuring they are physically, mentally, and professionally fit to safely perform their duties. Workers must not undertake or continue providing services where illness, injury, fatigue, stress, impairment, medication, alcohol, or other factors may adversely affect their ability to provide safe, high-quality support.

Where a worker becomes unable to safely perform a booking, they must notify Ethical Hire and the relevant Participant, Client, or Provider through the Platform as soon as reasonably practicable and follow the cancellation procedures outlined in the Terms and Conditions.

• Managing Wellbeing and Professional Resilience

Ethical Hire encourages workers to proactively manage their wellbeing, workload, and professional resilience. Workers should seek appropriate support when experiencing stress, burnout, fatigue, or exposure to distressing incidents arising from service delivery.

• Critical Incidents and Debriefing

Following a critical incident, safeguarding concern, reportable incident, workplace injury, aggressive behaviour incident, participant death, or other distressing event, workers are encouraged to access appropriate professional support, supervision, employee assistance services (where available), professional associations, or healthcare providers.

Where wellbeing concerns may impact a worker’s ability to safely continue a booking or accept future engagements, Ethical Hire should be notified promptly so appropriate arrangements can be considered in accordance with Platform policies and the Terms and Conditions.

19. Updates and Acknowledgements

• Policy Updates: Ethical Hire may update this Policy to reflect regulatory or platform changes. You will be notified of material updates. Continued use signifies acceptance.
• Acknowledgement: By using the Platform, you acknowledge and agree to comply with this Policy in addition to the Terms and other applicable policies.

Quick Reference Checklist Before Accepting a Booking

• Am I qualified, competent, registered, and insured for this work?
• Are all my screenings, training, and documents current on my profile?
• Do I have the necessary risk information (health, behaviours, equipment, environment)?
• Are pricing and claims rules (NDIS/aged care, if relevant) understood and compliant?
• Is all communication and confirmation taking place within the Platform?