FAQs

It is likely that you have not yet been added as a contact.

Approach the person at your organisation who has been assigned admin permissions for Lively’s Partner Portal, and ask to be added as a user. They can do this by following the steps outlined under the 'Manage portal users' section.

Adding a contact takes less than 5 minutes and you will receive an email notification once added.

Take a look at your spam folder! If it has not come through to spam either, please reach out to our Matching team.

In-home sessions are a minimum of 2 hours, but members may request longer sessions if they have funding available. Email matching@lively.org.au if you've approved a member for longer sessions!

• If funded through a home care package, in-home sessions can be as often as the client requests and budget allows. Typically these sessions are bi-weekly, weekly or fortnightly.

• CHSP-funded in-home sessions are typically on a fortnightly basis, depending on the nature of our agreement with the CHSP provider. However, many partners will allow greater frequency on an individual basis on request (e.g. to get their garden cleaned up).

Email matching@lively.org.au if you've approved a member for more frequent sessions!

Lively does not require that Helpers have prior experience, training or qualifications before they join Lively. However, they have been fully screened and vetted with police checks and working with children checks. 

We provide in-house training in:

• Providing all of our services safely

• Working with older people

• Understanding ageing and ageism

• Maintaining professional boundaries

• Documenting session notes

• Occupational Health and Safety

• Infection control

• Emergency response protocol and incident reporting.

Lively consistently receives high satisfaction ratings from our members, so you can feel confident in the quality of the service.

Once we receive your match request, typically your client (now a ‘Lively member’) will be matched with their helper within 5 days.

Usually the first session will be booked within 2 weeks of receiving the match request. You’ll get a notification and also be able to see it on the member’s schedule inside the Lively Partner Portal.

If the member has not picked up the phone, it may take a little longer to schedule. The Lively Helper will make 3 attempts to call the member before alerting the Lively Matching team, who will request then ask for your help in contacting the member.

There is no formal limit, other than the limitations of the Lively member's budget and time. Mileage will be charged back to the member, and the trip will need to be complete within the allocated time for that session.

It is rare, but it can happen! Check out instructions for rematching here.

While a Helper is working with Lively, they will work consistently with the members they are matched with; however, Helpers will typically stay with Lively between 1 and 3 years before they move onto other opportunities. 

When a Helper is moving on, they will notify their members directly as early as possible and leave handover notes before they finish up for the incoming Helper.

Our Matching team will try to match the member with a Helper who meets the member's specific needs or interests wherever possible. This process tends to run smoothly, and members often say they appreciate the opportunity to get to know multiple young people.

Lively has designed the Helper position so that the activities our Helpers undertake are of low complexity, and can safely be undertaken without a qualification. As such, our Helpers cannot provide support with personal care, power tools or direct mobility assistance—other services will need to be engaged for these activities.

A Lively Helper can complement these more specialised services by supporting the member with the basics: keeping their house and garden tidy and pleasant; navigating their devices and the online world; and staying socially connected.

As part of our hiring process, we screen Helpers for young people who demonstrate authentic interest in older people, empathy, and problem-solving abilities. 96% of surveyed Lively members say that their Lively Helper "always" treats them with dignity and respect.

We provide in-depth training to Helpers in-house, and have a support team on-call to Helpers should any issues arise. All Helpers have passed police checks.

Lively Helpers are trained in Lively's emergency protocol, which you can view here.

Lively has an incident management process which you can check out here!

Lively Helpers will be onsite for 3 hours. During this time:

• • Tech Help Workshops run for 2 hours with a 15 minute break in the middle. This allows for set-up, pack-up and planning before and after the session.

  • 1:1 Tech Help runs for 50 minutes per person, allowing for 3 participants per Helper.

  • Tech Help pop-up runs for the full 3 hours