FAQs Archive - Access

Q: Can I choose my support team?

When you choose Access, we work with you to find the right team for your specific needs. Support Workers may be readily available, or we may need to recruit - and you can be involved in this process. We will do our best to match support workers with your preferences and their skill level and availability. You are welcome to have family, whānau or friends as part of your care team.

Q: Will I get a regular and consistent care team?

We understand how important your care team is to you. Our regional team leads will work with you to find the best fit in terms of the skills and experience for the support you need, your culture, values and way that you prefer to live. Every effort is made to find the right people to support you and your whānau and we find this is the best way to ensure a good ongoing working relationship and consistency with your care. In the event of staff illness or other unexpected absence we have a team to draw on to cover your rostered shifts.

Q: Which regions do you work in for spinal cord injury and impairment clients?

Access works in all areas of New Zealand and is contracted by ACC, Whaikaha - Ministry of Disabled Persons, Health New Zealand - Te Whatu Ora and Disability Support Services. All day to day support is delivered locally and your team will live and work in your community, with a good understanding of your area. We have 22 regional offices and six Regional Managers who are responsible for the delivery of care and management of teams in their region. Our national presence gives us strength in terms of: larger, skilled teams with plenty of back-up support should additional resources be needed e.g. to cover sickness, in a crisis event. national standards for quality, training, education and development. access to expertise from colleagues in other regions

Q: How do you manage care if people are ill or in an emergency? Can you guarantee a carer for every shift?

As one of the largest providers of home support services and community nursing, Access has a team of more than 3,000 support workers and 200 nurses throughout New Zealand. This means in your region we have team members to cover planned and unexpected absence of your regular support team. Your local care coordinators will communicate with you about changes to your rostered team and you can also see your cares schedule in the Family Portal.

Q: How to set the Alayacare mobile app to offline mode

The App can be set to offline mode where cell phone connection is unreliable. Go to the Settings menu and select Offline settings. Tick the Offline mode and a pop up appears confirming you want to download the next day’s data. Activities done in offline mode will upload to the system when you return to Wi-Fi or phone coverage. You cannot download the current day, but the system from now on will always be 1 day in advance so you can just leave it enabled.

Q: How to apply for annual leave in the Alayacare mobile app

Applying for leave must be two weeks in advance and sick leave must not be applied for using this system. Please ring if you are sick, so that any cares assigned to you can be reassigned to another Support Worker. Navigate to the main menu Select caseload Select region leave. Select care Select forms Select Add a Form Select Leave Request Form Complete form and click Submit A notification via email will be sent approving or declining the leave request.

Q: How to view care offers in the Alayacare mobile app

Care offers can be sent through the mobile phone app. Your phone will alert you to the care offer sent and will appear on your schedule as an offer with an orange background. Go to the menu and click on Offers to view the care offer. Pending offers will appear and click on the care offer. Details of the care offer are on the screen, and you click on the thumbs up to accept and thumbs down to decline. If you accept the offer it goes to the coordinator to determine if you get the care as it may have been offered to other Support Workers. It will appear as a care in your schedule if the care is assigned to you and remain as an offer until care is filled.

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