Call us early (don’t wait)
As soon as you think you might be late, unable to attend, or may need to leave:
Call the on-call number immediately
Then message in the approved channel if asked (but calling is essential for urgent cover)
Tell us:
where you are
what has happened (briefly)
the expected delay (if known)
whether you can safely continue or need to step away
What to do if you’re delayed getting to the client
Call on-call as soon as you know.
Give your ETA and whether it’s changing.
Stay reachable — we may need to switch to backup cover.
Do not try to manage it alone by messaging the family directly unless the office asks you to — we need one clear plan and proper recording.
What to do if you become unwell on placement
If you feel unwell but can still keep the client safe short-term:
Call on-call immediately.
Explain what support the client needs in the next few hours (meds, toileting, meals).
We will arrange cover.
If you are too unwell to continue safely:
call on-call immediately
follow instructions to keep the client safe until cover arrives (or to leave if necessary)
What to do if you feel unsafe and need to leave
If there is intimidation, threats, or anything that makes you unsafe:
Remove yourself from immediate danger.
Call on-call immediately.
If there is immediate risk, call emergency services.
Your safety comes first. We will prioritise a safe plan for the client and for you.
What happens after you report it?
We will:
start an immediate safety check for the client
contact backup carers and arrange cover
keep the client/representative updated appropriately
record what happened and review for learning
Remember
The earlier you tell us, the easier it is to prevent any unsafe gap. You will not be penalised for raising concerns promptly.