# Need to cover a visit? What steps to take

> Dorothy2023

Source: https://helper-support.fivegoodfriends.com.au/en_us/need-to-cover-a-visit-what-steps-to-take-S1aqmqxV3

Last updated: 2024-09-10T01:32:05.211Z

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Five Good Friends understands from time to time Helpers are unable to cover their scheduled visits with Members. Five Good Friends empowers Helpers, as Independent Contractors, to organise alternative arrangements.

The following article outlines for Helpers the steps to take to ensure your Members receive care and support.

## Communication to your Member 

Communication to Members is key. It is essential you communicate and discuss any changes with the Member or their Authorised representative. Remember, not all Members use the App regularly and may not see schedule updates so it is also important that you either phone or text with the alternative arrangements. 

## Options for Helper to cover Member visits

### 1\. Reschedule the visit

If the visit is flexible and does not include essential services (e.g medication assistance, personal care, essential companionship support, meal preparation) talk to the Member or their Authorised Representative about rescheduling the visit for another day or time. 

Your Member may prefer to have you visit on an alternative day to assist with their cleaning or yard maintenance rather than someone new. Reschedule the visit in your App and advise your Helper Coordinator if there is a significant change (contact details are available in the App). 

Please ensure the Member is aware they can choose to have another Helper cover the visit rather than reschedule to another day. 

### 2\. Replace yourself for the visit

If rescheduling the visit is not possible or is an essential service that can't be missed, ask the other Helpers in the Member's team if they are able to cover the visit. 

The contact details for the Member's Primary Helpers are available under the Member's Care Team within the App. If another Helper can cover the visit inform the Member/Authorised Representative of the swap and update the roster in your app. 

If you are unable to make the changes in the app please contact your Helper Coordinator. 

### 3\. Ask your Helper Coordinator to organise a replacement Helper

If no Helpers in the primary team are able to attend contact your Helper Coordinator immediately on 1300 787 581 (press option 3). 

Please ensure this is done in advance to allow the team time to organise a replacement Helper for your Member. If it is an urgent matter outside of business hours you can contact our on call service on 1300 787 581. 

If you have any questions please contact the Customer Support Team on 1300 787 581 (press option 3) or email [helper@fivegoodfriends.com.au](mailto:helper@fivegoodfriends.com.au).