Purpose
Occasionally you may arrive for a scheduled support and the participant is not home or does not answer the door. This guide outlines the correct procedure to ensure participant safety, maintain professional communication, and ensure supports are managed consistently.
What to do
Arrive at the participant's home at the scheduled start time.
Knock on the door or ring the doorbell.
Wait approximately 10 minutes, unless participant-specific instructions advise otherwise.
Attempt to contact the participant by phone or text message.
If there is still no response, contact the Tribe office immediately on 0466 222 033.
Remain at the participant's home and await further instructions from the office.
Depending on the circumstances, you may be asked to:
Continue waiting (generally up to 30 minutes);
Attempt another phone call or contact;
Attend an alternative shift;
Finish the shift if appropriate.
Once the office has confirmed the outcome, record any required progress notes or incident reports in ShiftCare.
What Not to Do
Don't leave the property without speaking to the office (unless there is an immediate risk to your safety).
Don't cancel the shift yourself.
Don't assume the participant has forgotten the support.
Don't enter the participant's home unless you have prior authorisation and it is safe to do so.
Don't make promises about payment, cancellation fees or whether the shift will be claimable.
Remember
Participant safety is always our priority. Staff are not authorised to determine whether a support is cancelled or whether a cancelled shift can be claimed. These decisions are made by the office in accordance with the participant's Service Agreement, the NDIS Pricing Arrangements and Tribe's internal procedures.
If you are ever unsure what to do, stay where you are (if safe to do so) and contact the office on 0466 222 033. We'd much rather you call us than make a decision on your own.
Related Guides
Preparing for Your Shift
Running Late
Shift Cancellations
Incident Reporting