Founded in early 2015 and based in Sydney, Hireup is a trusted online platform and community for people with disability and their families to find, hire and manage support workers that fit their needs and share their interests. Whether it’s support for getting to work, playing chess or taking the scenic route, Hireup gives people the tools they need to live the most flexible, seamless and supported life possible. With over 100,000 registered users in communities all across Australia, Hireup is a national network of local supports. As a purpose-led organisation, we promote a culture defined by its humanity, curiosity and creativity, and allow this to infuse our services, product and people.

The Hireup team is focused on delivering a quality experience for our users, at the heart of which is our Service team. Comprised of our Community Support, Trust and Safety and Incident Response teams, the Service team is responsible for the wellbeing and satisfaction of our users. As frontline staff, our Service team listens with intent and responds with integrity in its efforts to ensure our users feel heard, supported and satisfied.

Our Incident Response Coordinators ensure that all reported incidents are followed up in a timely manner, fairly and equitably investigated, accurately and comprehensively documented, with the communication requirements of all stakeholders taken into consideration. They are excellent listeners, can establish rapport quickly, are respectful and are passionate about educating our community on safe practices as well as improving our safety and quality systems.

Priorities – the work

• Work with clients, support workers and internal specialised support teams to facilitate and ensure the safety and wellbeing of all users within strong and effective support relationships
• Take the lead on investigating incidents from all angles, working with the broader Service Team in order to provide informed and insightful recommendations and resolutions
• Comprehensively document investigations and actions through written reports to provide insight to specialised internal teams, and procedural transparency to regulatory bodies
• Work within the team to develop and implement scalable incident prevention and management processes and build user feedback and complaints management/mitigation processes
• Monitoring our user profiles to ensure the platform is being used appropriately
• Ensuring the timely filing of all reportable incidents under the NDIS Commission and/or any other relevant regulatory bodies

Skills – the person

• Experience or knowledge of complex support management, advocacy, crisis management, incident investigation, or customer service experience in risk management or related Trust and Safety field. An understanding of the NDIS would be ideal
• Ability to balance empathetic and critical thinking to resolve issues and incidents
• Ability to assess credibility and draw conclusions
• Strong communication, negotiation and conflict resolution skills
• The drive to deliver positive outcomes for our community
• Attention to detail, high due diligence and confidentiality when resolving an issue or incident
• Innovative and passionate about continued process improvement
• Ability to establish rapport quickly, and develop strong professional relationships with key stakeholders within the business and wider sector in the interest of providing positive results to incidents or issues
• Strong time management and task prioritisation abilities, as well as the ability to operate functionally within periodical high volume workflow