# Adding, moving or cancelling a Member visit

> Helpers can edit cancel and create new visits on behalf of Members or Authorised Representatives  You can work with Members and Authorised Representatives 

Source: https://helper-support.fivegoodfriends.com.au/en_us/who-helps-the-helper-SkSXKHYGs

Last updated: 2024-11-18T05:18:35.438Z

  

![](https://cdn.kustomerhostedcontent.com/media/62bdb8727045aa066fa5e91e/92f320c20bdbbc9b4b1df5d4e4fb71e4.png)

Helpers can manage visits on behalf of Members or Authorised Representatives, including scheduling, editing, and cancelling visits. This flexibility ensures visits are tailored to meet the needs and preferences of those you care for.

Before making any changes, collaborate with Members or Authorised Representatives to determine the most convenient times. Based on their requests, you can add, edit, or cancel visits.

Follow the guidelines below to manage Member visits effectively.

## Unable to attend a visit?

If you’re unable to attend a scheduled visit, follow these steps:

1.  **Reschedule the visit:** For non-critical services (e.g., meal preparation or housekeeping), work with the Member to find a convenient alternative time. 
2.  **Arrange a substitute Helper:** For essential visits, coordinate with another Helper from the Member’s care team using the app. Notify the Member or Authorised Representative, and update the app accordingly. Your Helper Coordinator can assist if needed.
3.  **Contact your Helper Coordinator:** If no substitute is available, contact your Helper Coordinator as early as possible. For urgent changes outside business hours, call the Oncall team at 1300 787 581.

## Cancelling a visit

### When can you cancel?

*   **Future visits:** You may cancel future visits if the Member or Authorised Representative agrees and alternative arrangements are made.
*   **Past visits:** Visits cannot be cancelled more than 72 hours after their scheduled start time. Contact your Care Manager for changes to past visits.

### Steps to cancel a visit

1.  Tap the visit you want to cancel.
2.  Select **Cancel** from the shortcut menu.
3.  Provide a detailed reason for the cancellation, then confirm by tapping **Cancel Visit**.

### Who is notified?

Members and/or Authorised Representatives receive an SMS informing them of the cancellation.

### Cancellation fees

If a Member cancels a visit, Helpers may charge a cancellation fee at their discretion (full or partial). Refer to the [Helper Brokerage Agreement](https://www.notion.so/fivegoodfriends/Helper-Brokerage-Agreement-00d73981d53c4873ac7bd0b867a20ce6) for more details.

## Adding a visit

### When can you add a visit?

*   **Future visits:** You must be part of the Member’s Primary Care team. Visits can be added upon request and approval from the Member, Authorised Representative, or Care Manager, or when switching an existing visit with another Helper.
*   **Past visits:** Cannot be added or edited beyond 72 hours after their scheduled start time. Contact a Helper Coordinator for assistance.

### Before adding a visit

1.  Ensure you are matched with the Member and assigned as a Primary Helper by a Helper Coordinator.
2.  Confirm the Member has sufficient funds to cover the visit.

### Steps to add a visit

1.  Tap on the **(+) plus** icon in the top right.
2.  Choose the Member you are adding the visit for and tap **Next** (Note: You will need to be assigned as a Primary Helper by a Care Manager to add visits for a Member. Speak to your Care Manager if your Member does not appear in your list).
3.  Choose the Services you will be providing the Member and tap **Next**.
4.  Select the **When** the visit is and the **Start** and **Finish** time.
    
5.  Select the **Rate** you will be charging for the visit. This will either be standard hourly, 12, or 24-hour rates. (Note: Only use 12 or 24-hours rates when attending a 12 or 24-hour visit).
    
6.  Review the **What** **you'll earn** details and then tap **Add** **new visit**.
    
7.  Confirm visit has been added in the confirmation message.
    

### Who is notified?

Members and/or Authorised Representatives receive an SMS when a visit is added, edited, or cancelled.

### Handling visit errors

For visits that cannot be cancelled or edited due to time restrictions, contact your Helper Coordinator for assistance.

### Need help?

Refer to the Helper Brokerage Agreement [here](https://www.notion.so/fivegoodfriends/Helper-Brokerage-Agreement-00d73981d53c4873ac7bd0b867a20ce6), or contact Customer Service at 1300 787 581 or via email at [helper@fivegoodfriends.com.au](mailto:helper@fivegoodfriends.com.au).