Getting My Client Started

Download the Full Support Coordinator Guide: here

How do I create an account for my client?

Looking to find support for a client? Fantastic! Click on this link and follow the steps to create their account. Every Member requires an account in order to be matched with a person. 

If your client is not comfortable with sharing information about themselves online, you can place a “ * “ in the question sections in order to complete them and then edit the “About Me” section of their profile to discuss what supports they are looking for.

How do I adjust the information on my clients profile?

Once logged in, click on “Profile” in the top right-hand corner of your screen. You will then see the different areas of their profile that you can adjust. 

  • If the area is green, that means that it has been completed. You can adjust the details by clicking on it. 
  • If the area is grey, that means that it has not been completed. You can adjust the details by clicking on it. 

I can’t log into my clients account and didn’t receive the email to reset the password! What do I do?

That is no problem - we can fix it in no time! 

Click on the HELP button in the bottom right corner of the screen. Then, send our team a message and we can reset the password. 

My Client would like to take control over the process and have independence in organising their supports - what do I do?

We are very supportive of our Members having independence and supported-control in the process and are here to help! 

  • Our team can assist with creating and accepting bookings as well as in contacting Heroes.  
  • Our team can support you and your client by organising a time to teach your client how to use the platform over the phone!

If your client will be taking over control of their profile, please let our team know so that we can adjust their contact settings on our systems. We can also figure out a personalised process to make sure that they are supported in accessing and using the platform. 

I have various clients signed up under my emails and receive emails for all of their bookings. How can I prevent this?

That is no problem! Just send our team an email and let us know which accounts you would like notifications switched off for. 

Do you have set-up costs for joining the platform?

No, joining the platform and being a part of the Homecare Heroes community is absolutely free!

Do I have to create separate accounts for my different clients?

Yes. Separate accounts are required for different clients as the bookings within each account are connected directly to payments. We also recommend messaging Heroes for each participant through their own account as this prevents. 


How can I get my client started with Home Care Heroes?

Every one of our Members has an account on our platform. This allows them to find and contact Heroes and organise bookings.

In order to get your client started, the first step is to create their profile. You can do this by clicking on the Hero in the top-left corner of your screen and then clicking on “Find a Hero near you”. 

From there, follow the steps to complete their profile. This will take ~10 minutes to complete. 

I would like to create a new profile and use the same email

Good news! You can do this. For now, simply add a "+" in front of the "@" on your email. e.g. hello+[first name of your client]@homecareheroes.com.au. Another example with someones' first name woulld be, hello+jenny@homecareheroes.com.au

More good news! We are completing a new feature which will enable our user to manage multiple accounts under 1 login. Watch this space!

What if my client doesn’t use the internet?

Home Care Heroes is an online platform and therefore, in order to match your client with a Hero, you will have to create a profile for them. If they don’t have access to a computer or phone or you aren’t very good with technology, you can manage their profile. 

If this doesn’t suit, we also have a team behind the platform that is here to help! Our team can work with you to contact Heroes and create bookings. 

Contact us on 02 8310 7531 and we would be very happy to help!

Can I create a profile for myself in order to view the platform?

Yes, you can definitely create a profile in order to view the platform prior to signing up participants. Just make sure to place a note that it is a Support Coordinator or Case Manager profile in the “About Me” section. 

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