# How does the app work?

> We are excited that you have made the decision to jump on board and join our amazing network of Helpers  You have now received your first message from

Source: https://helper-support.fivegoodfriends.com.au/en_us/how-does-app-work-BJPo3SFGs

Last updated: 2026-06-09T05:24:17.689Z

![](https://cdn.kustomerhostedcontent.com/media/62bdb8727045aa066fa5e91e/964aea07b379203337c7ee2633437a59.png)

The Five Good Friends app is designed to make your work as a Helper easier, more efficient, and more rewarding. Whether you're managing your schedule, checking in with Members, or staying up to date with important updates, the app puts everything you need right at your fingertips.

## Download the app

First, have you downloaded the Five Good Friends app from the [Apple App Store](https://apps.apple.com/au/app/five-good-friends/id1169214550) or [Google Play Store](https://play.google.com/store/apps/details?id=au.com.fivegoodfriends.fivegoodfriends&hl=en_AU)? This will give you quick and convenient access to all Five Good Friends App features.

**Setting up your account**

You will have received an email with your account and log in details. If you haven't, please give us a call on **1300 787 581** or email [helper@fivegoodfriends.com.au](mailto:helper@fivegoodfriends.com.au).

Your account will become the way you:

1.  [Update your profile](https://helper-support.fivegoodfriends.com.au/en_us/own-your-potential-stand-out-and-showcase-attributes-SyoVLI5aR)
2.  View your visits
3.  Change and add visits at the Members’ request
4.  View contact details for Members
5.  Capture notes for the care team
6.  Check in to let the family know when you are there
7.  Check out at the completion of the visit to invoice your Members and let the care team know how the service went.
8.  Receive visit opportunities and Member matches

Watch us demo these features [here](https://vimeo.com/793219906/0e8ff805d6).

**Visit opportunities & Member matches**

Our Helper team will contact you via the app to send you opportunities for visits and matches with Members. These will appear in your notifications tab within the app - you will be able to respond yes, no or maybe, and add a comment or question about the match. It's important that you respond so our Helper coordinators and rostering coordinators know that you have received the message.

Self-managed Members can also send a match request, you will receive a notification in your app. Please note that a Helper Match Request is slightly different to an **opportunity**. An opportunity is a visit to a Member that is broadcasted from Five Good Friends to all local Helpers to fill. A match request comes directly from a self-managed Member. Both are work opportunities. Read more about it [here](https://helper-support.fivegoodfriends.com.au/en_us/self-managed-membership-what-does-that-mean-for-helpers-rk4vxu9Go#acceptrequest).

We recommend you have your push notifications turned on so you can receive notifications immediately for new opportunities and match requests.

**What to do when you are unable to attend a visit**

FGF empowers Helpers, as independent contractors, to organise alternative arrangements if you cannot attend a visit with a Member. Some Members may wish to reschedule their visits instead of having a replacement Helper they are not familiar with.

You must discuss with your Member what they would like you to do when you cannot attend a visit.

*   Essential visits (e.g. medication support or personal care)
    *   Contact other Helpers in the Member’s team to ask if they can cover your visit. Helper details are available under the Member's care team in the app.
    *   Once you have found a replacement, cancel your visit in the app with a note about which Helper is covering and the Helper can add the visit for themselves via their app.
    *   Ensure you let your Member know what to expect.
*   Non-essential visits (e.g fortnightly cleaning)
    *   We encourage Helpers to reschedule directly with the Member, if they are in agreement, and update the App.

It is essential you communicate and discuss any changes with the Member or their Authorised Representative - their contact details are also available in the App.

If you cannot reschedule or find a replacement, contact the rostering support team or oncall team (for after hours) on 1300 787 581.

Please remember, you cannot cancel the visit in the app without any further action or your Member will be at risk of not receiving essential care. You must let the team know if a replacement is required with as much notice as possible so we can organise an alternative.

**Important contact details**

If you need to contact a Member or a member of the care team you can find their contact information in your app.

To view the names of your Care Team or other Helpers:

1.  Go to the **People** tab.
2.  Select the Member
3.  Navigate to **Member Details** or **Care Team**
    1.  **Member Details -** This will show you the contact details for this Membership. This may be the Member themselves, their authorised representative and/or an emergency contact. Tap on their cards to call them directly.
    2.  **Care Team** - Under the header **Primary Care Team**, you will find the names of all team members and their roles. Tap on their cards to call them directly.

**Making changes to your schedule**

The app allows you to view and manage your visits with ease:

1.  Plan ahead with a fortnightly view of the visits that are coming up.
2.  View and make adjustments to your visits
3.  Cancel and add new visits at the Members or Authorised representative’s request. They’ll receive an SMS to confirm any changes you make.

**Checking in and out of visits - Are you there?**

One of the most important parts of the Five Good Friends service is transparency and great communication with Members and their families.

When you **check into** a visit, our system lets the family know that you have arrived. This gives them peace-of-mind that their loved ones are being well cared for. When you check out of a visit it let us know you have finished your visit. The check in and check out process is how you generate an invoice(s), which confirms the amount you will receive in your next payment.

It is essential you check in and check out on the day of the visit, or you may not be paid for the visit. If you forget to check out, or make a mistake, you must advise Five Good Friends as soon as you become aware of any errors pertaining to your check-out time, duration, or rate. If you have outstanding visits you haven't checked out of by Sunday night, this will delay your payment. We send you a text message one day after the visit if you have not checked out.

Any errors resulting in an underpayment to the Helper must be notified within 14 days of the fortnight ending within which the visit occurred.

**Your payment processing**

Payments are processed fortnightly. Depending on which bank you are with, your pay may arrive in your account on either the Monday or Tuesday of payment week. Processing of payments may be delayed if there is a public holiday in the payment week.

[Learn more about check-out here.](https://helper-support.fivegoodfriends.com.au/en_us/get-paid-the-right-amount-at-the-right-time-SJyjRMKe2)

**Check out notes - Documenting your visit.**

An essential part of the help and care you provide is leaving a note in the app at the end of your visit that contains information on how the visit went, the Members’ wellbeing or any other observations. Your notes ensure we are focused on the right people at the right time and provide the opportunity for early intervention. In addition, writing tailored notes that others can read aims to unify and coordinate support for Members.

Please remember that check out notes are visible to and may be shared among Helpers, the Care Team, and other relevant staff, but they are not intended to be shared with or read aloud to Members.

[Learn more about check-out notes here.](https://helper-support.fivegoodfriends.com.au/en_us/faq-helper-check-out-notes-H1DlfOMikl)

**Care monitoring**

Every time you finish a visit, the secure notes you leave about any changes or observations about a Member are analysed by our care monitoring system Lookout™. Lookout identifies Members who may need more or proactive care and alerts the care team. This information leads to benefits for the Member such as:

*   Extra services in the home required.
*   Additional equipment to be ordered.
*   Important changes to a help plan.

**Shared notebook**

Within the app, we have an additional note feature called _Shared Notebook._ Shared Notebook allows you to communicate with your Members, the Authorised Representative, other Helpers on the team and the Care Teams.

Learn the difference between Checkout-notes and Shared notebook [here](https://helper-support.fivegoodfriends.com.au/en_us/checkout-notes-and-shared-notebook-what-is-the-difference-r1JxEtZ_s).

**Location sharing**

Turning on location sharing in while using the Five Good Friends app ensures accurate visit records and a reliable way to resolve any disputes about check-in and check-out times.

By enabling location sharing, you will benefit from.

*   Accuracy of visit records: If a Member or their loved ones questions whether a visit occurred, location sharing timestamps provide clear and verifiable records.
*   Dispute protection: Helps prevent misunderstandings by ensuring service records reflect actual visit times.
*   Your safety: Location sharing helps us ensure you're safe when entering Member's homes.
*   Member safety: Confirms that care is being provided at the right time and place.

When using the Five Good Friends app, you will be prompted to enable location sharing.

[Click here](https://helper-support.fivegoodfriends.com.au/en_us/new-safety-feature-geolocation-ryFNEYWYyg) to read our step-by-step guide to enabling location sharing.

**More Questions?**

Everything you need to know about operating as an independent contractor with Five Good Friends is in the Brokerage Agreement that you accepted when you came on board. [The Brokerage Agreement can be found here.](https://www.notion.so/Helper-Brokerage-Agreement-00d73981d53c4873ac7bd0b867a20ce6?pvs=21)

If you have more questions, please contact us on **1300 787 581**  or [helper@fivegoodfriends.com.au](mailto:helper@fivegoodfriends.com.au).

Warm Regards,

The Five Good Friends Helper Team