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Frequently Asked Questions

Service User FAQs
Personal Assistant FAQs
Local Authority FAQs
Misc. FAQs

For Service Users:

The Process

We keep the process simple and support you at each step.
 
● Start with a friendly chat with one of our team, so we can understand what kind of support you are looking for.
 
● We’ll then show you profiles of QCAS-approved Personal Assistants who would like to support you. Their profiles include details about their experience, background and the type of support they offer.
 
● You can choose which Personal Assistants you would like to meet, giving you the chance to ask questions and decide who feels like the right match.
 
●Once you have chosen a Personal Assistant, you can agree the details directly with them
 

Hub Care Support provides the introduction and helpful facilities, but all working arrangements are agreed directly between you and the Personal Assistant.

And of course, if you have any questions along the way, you can always give us a call.

That’s absolutely fine! Many people we speak to aren’t yet sure what support they need.
 
We have a friendly and experienced office team who are there to listen and take the time to understand how an independent PA may be able support you.
Absolutely! We strongly recommend you meet with the PA(s) first to make sure you are a good fit for one another.
 
This initial meeting is free of charge and you are welcome to invite any friends or loved ones to join.

No. Personal Assistants introduced through Hub Care Support are independent professionals.

This means Hub Care Support does not employ, manage, direct or control them. Each Personal Assistant is responsible for deciding what services they offer, their availability, their schedule and how they carry out their work.

The support, visit times and working arrangements are agreed directly between you and the Personal Assistant.

Hub Care Support’s role is to introduce you to QCAS-approved Personal Assistants and provide helpful facilities to support the arrangement. We do not manage the care or supervise the Personal Assistant’s work.

All Hub Care Support PAs are in charge of their own hours, so they get to choose when, how often and how much they work.
When we send your requirements to our network of PAs we will include key information such as the hours and tasks you have requested, so only those who are happy to accommodate will put themselves forward.
 
Visits by Hub PAs start at a minimum of a 1-hour visit to ensure they can provide companionship and a quality service to you.

Hub PAs can help with day to day support including household jobs, ironing, meal preparation, and taking to appointments. Some will also provide live-in care or personal care if needed. However, they can also provide companionship and help with hobbies. In fact, one of the Hub PAs helped a gentleman with his winery, and another was a companion for someone who wanted to go to a concert. 

In the vast majority of cases people build a great relationship with their PAs because you get to choose and then meet the PA first before they start supporting you.
 
However, if you decide that it isn’t working out with your PA, there is no obligation for you to continue using their services and we can support you to be introduced to a new one. 
We would always recommend having a contract in place between you and your PA  because it will ensure that you both have a clear understanding of the arrangements and have planned for circumstances in the future.
 
All Hub Personal Assistants have access to template contracts for you to review and adapt together to ensure it accurately reflects the agreement you have.

Continuity is one of the main benefits of choosing a Hub Personal Assistant.

You choose the Personal Assistant you would like to work with, and they will usually be the person who visits you.

Because Personal Assistants introduced through Hub Care Support are independent, they are responsible for their own availability and working arrangements. If your Personal Assistant is unavailable, any alternative arrangements are agreed directly between you and the Personal Assistant.

Hub Care Support does not arrange substitute cover or manage visits. However, if you would like to be introduced to another QCAS-approved Personal Assistant, you can contact us and we will do our best to provide a fresh introduction.

Each Hub Personal Assistant is independent and responsible for their own availability, holidays and time off.

If your Personal Assistant is unavailable, this should be discussed directly between you and them. We recommend agreeing in advance what should happen if a visit needs to be cancelled or changed.

Hub Care Support does not arrange cover or manage visits. However, if you would like to be introduced to another QCAS-approved Personal Assistant, you can contact us and we will do our best to provide a fresh introduction.

You should not be charged for support your Personal Assistant has not provided because they are sick, on holiday or otherwise unavailable.

If the support you would like changes, first discuss this with your PA to see if they are able to accommodate the changes you like to make (whether that means more or less hours, different days or more/less support).
 
If they aren’t able to, please do get in touch with us so we can look to introduce you to a new PA who may be able to provide the support you would like!

Support

Personal Assistants can help make day-to-day life that little bit easier, supporting you to live more independently and enjoy the things that matter to you.

The support available will depend on the individual Personal Assistant, their skills, experience and the arrangements you agree directly with them.

Some Personal Assistants may offer practical help around the home, such as meal preparation, changing beds, laundry, ironing or light household tasks. Others may offer personal care, companionship, support to attend appointments, clubs, social gatherings, hobbies, days out, holidays or special events.

Each Personal Assistant writes their own Hub profile, where they can explain their background, experience and the type of support they may be able to offer. Before making an introduction, Hub Care Support carries out checks through the QCAS approval process. However, it is still important that you discuss your needs directly with the Personal Assistant, ask any questions you may have, and decide whether they feel like the right match for you before agreeing to go ahead.

Some Personal Assistants may be happy to provide support with getting out and about, including using their own car, but this depends on the individual Personal Assistant and the arrangements you agree directly with them.

If you would like a Personal Assistant to drive you, please let us know when you make your enquiry so this can be considered when introductions are made.

Personal Assistants are independent and are responsible for making sure they have the correct insurance and legal cover for any driving they agree to provide.

A nurse is someone who would provide medical support e.g. change dressings, check how a wound is healing, administer injections and general health checks, they wouldn’t support you with hobbies, companionship and household tasks.
 
Your PA is not there to provide medical care, but may support you to get to or book appointments and may support you with personal care (washing and dressing, going to the toilet etc.), prompting medication or meal preparation and eating.
 
Although the support they provide has many similarities, there are lots of differences between an agency care worker and a Hub PA!
 
● An agency worker is employed by a care agency, a Hub PA is independent.
● An agency worker is sent wherever they are needed at what time by the agency that day. A Hub PA is not directed or controlled by the Hub and can choose the clients they would like to support and manage their own time.
● An agency worker is usually sent on much shorter visits only completing tasks
requested by their agency. A Hub PA is with you for at least 1 hour and does not have to report to an agency head office as they are independent.
● Both complete at least a minimum level of care training

Live-in Carers

Absolutely!
​
We understand that inviting a live-in carer to your home is a unique and personal step, so our experienced team will often visit you in your home to get to know you, identify your wants and ensure your home can accommodate a live-in PA.
 
We can then introduce you to PAs in our network who may be able to meet your needs.
 
Again you are very welcome to have family or friends with you in these meetings to support you.
A Hub live-in PA stays with you at your home.
 
They may be able to provide you peace of mind and allow you to stay in the comfort of your own home with familiar surroundings and continue to have your independence.
 
Live-in PAs can be happy to support with many tasks such as personal care, domestic support, meals and companionship.
A live-in PA will need their own private space, a bedroom with a suitable bed and furniture that allows them to store their belongings.
 
Access to facilities such as laundry, bathroom and kitchen. We will be able to discuss more these details with you as we get to know you.
This is a completely personal choice, so it is entirely up to you, but some people prefer to remain in the comfort of their own home, surrounded by their own belongings, loved ones or pets.
 
For some, being surrounded by these home comforts and reducing elements of change can be very beneficial towards both their health and wellbeing.

Safety

Before a Personal Assistant can be introduced through Hub Care Support, QCAS carries out independent verification to help confirm their identity, background and suitability. This includes identity verification, an enhanced DBS check, reference checks and confirmation that they have completed training all recommended by QCAS.

Each Personal Assistant also writes their own Hub profile, where they can share more about their experience, background and the type of support they may be able to offer.

While no checking process can guarantee safety, these steps are designed to give you greater confidence when choosing a Personal Assistant. We always recommend speaking directly with any Personal Assistant you are considering, asking questions and deciding whether they feel like the right match for you.

Hub Care Support introduces QCAS-approved Personal Assistants, but the support and working arrangements are agreed directly between you and the Personal Assistant.

Find out more about QCAS here. 
QCAS is a unique approval scheme that checks that every PA:
 
● Is trained in all 20 Skills for Care recommended subjects (e.g. manual handling,
first aid, medication, safeguarding and more!)
● Has a conviction-free enhanced DBS on the live service
● Has public liability insurance
● Has 2 references

● ID verification and the right to work in the UK

 
To find out more, visit the QCAS website here
You or your loved ones can check your PA’s QCAS status at any time – 24/7.
 
All you need to do is scan the QR code on their ID badge.
 
or click here, enter their QCAS approval number next to ‘Check a Member’.
 
If you have any concerns around the QCAS status of your PA, get in touch with us directly or contact them here.
 

Payments

No. Hub Care Support’s introductory service is free to all.

There is no charge to speak with us, discuss your needs, view suitable QCAS-approved Personal Assistant profiles, or be introduced to a Personal Assistant.

If you choose to go ahead, you will agree the support, working arrangements and hourly rate directly with the Personal Assistant.

Our introduction service is free to all.
Personal Assistants set their own rates and typically charge from £20 per hour.
Your PA will raise their own invoices and send it to you, this will contain instructions on how to pay.
 
The frequency of your invoices (e.g. weekly/monthly), will be agreed between you and your PA before they start to provide your support.

Getting Work

For Personal Assistants:

Getting Work

Once registered with the Hub, you will receive all introduction opportunities via email from your local branch. 
 
You can also view the ‘introduction opportunities’ from your Hub account, this will always show a list of live opportunities that you can apply for with just a click.
No, Hub Care Support is here to help you to work as an independent Personal Assistant, working the hours that suit you. 
Absolutely!
 
The role asof an independent Personal Assistant is ideal to work around your wants and needs, whether that’s fitting in with family commitments, additional work or simply how you want your work-life balance to be!
 
We do not direct or control you. There is no head-office to have to report to, you are in charge of the days, times and hours you want to work. 
No we do not employ you. We provide a free introductory service for independent Personal Assistants. This means you have choice and control with no obligation. You will never be directed where to go and what to do.
 

Rates and Fees

As an independent Personal Assistant, you set your own hourly rate, Hub PAs typically charge from £20 – £30 per hour
As you are independent, you are responsible for your own tax and returns.
 
Hub PAs have access to discounted accountancy if you prefer some one to do it for you.
Yes, fees are only for the business platform and only apply when you use facilities such as invoice generation. If you do not use the platform there is no fee. We do not charge you any set up fee and we do not charge for introductions, referrals or work-finding.

No, the Hub Care Support has no involvement with the payment of your invoices. You are responsible for raising your own invoices, ensuring they are correct and following up any outstanding payments with your clients.

Working with Service Users

Absolutely!
 
Working as an independent Personal Assistant puts you in total control of the work you do. You choose when you work, the type of support you are happy to provide and who you would like to work with. We do not rota you and you are under no obligation.
Introduction opportunities come from service users of all adult ages, backgrounds and requirements. This means you could have the opportunity to be introduced with any service user that you have the necessary skills and training to work with. Service Users can have wide variety of support needs, from young adults with additional learning or mental health needs to older adults requiring personal care (and everything in between!).
 
Many potential service users are simply seeking companionship and flexible support around the home.
We would always recommend that you have a contract with each of your clients.
 
A signed contract helps to ensure that you both have a clear understanding of the arrangements and have planned for circumstances in the future.
 
We provide all Hub Personal Assistants with access to template contracts for you to review and adapt with your client to ensure it accurately reflects your working arrangements.
If you are no longer able to support one of your clients, this is your choice, you have obligation to accept work they may offer you. The service user is always welcome to contact us to be introduced to a new PA. It would be your
responsibility to let your client know.

Absolutely!

If you already have clients or use other ways to find new clients there is no obligation to change this. 

Yes of course!

If you choose to use our paid business management platform it is easy to add your existing or new clients you may have found else where to your facilities and we will give you the same support regardless of where you met them. We are here to support you to run your own business.

Support from the Hub

We can provide you with a business-management platform designed for independent Personal Assistants who want practical tools to help run their business. Everything you need  with simple to use facilities that enable you to provide invoicing for your service users, track payments, support with tax, a wealth of knowledge and experience from the sector, professional templates and resources plus additional specialist training along the way.
 
Hub PAs that use the platform  are also matched with their own ‘Hub buddy’, a member of our caring team who is there to get to know you personally through your journey and available to provide you with professional advice, support and guidance for for you to make informed decisions, what ever situation may arise.
We have worked hard to make everything as simple and straightforward as possible, so you can spend your time on delivering fantastic support rather than admin!
 
Should you choose to use  the Hub business management platform you will be able to log in to your own dashboard which holds templates for things like contracts, risk assessments, record sheet and contact forms.
 
Our simple to use online facilities allow you to create and track your invoices with ease. Get instant notification when you have received payment from your client.
 
Hub PAs can even get discounted accountancy to help you with your annual tax returns.
As we do not employ we are unable to provide working visa sponsorship, however we would be very happy to support you in your care journey as and when you have achieved the right to work in the UK.

Safety and Training

Being approved by the Quality Care Approval Scheme (QCAS) is a fantastic way of showing potential service users and their families that you:
 
● Are trained to Skills for Care best practice recommendations
● Are insured
● Have an enhanced, conviction-free DBS
● Have had your identification checked
● Have references
● Have the right to work in the UK
 
They can also check your QCAS member status at any time using the live online checker, 24-7.
 

Find out more about QCAS here.

All training is provided under your QCAS membership. This includes 20 subjects as recommended by Skills for Care. These are available as live delivered sessions by trainers or flexible e-learning
 
Other than that, the most essential skills are empathy, kindness and compassion.
Yes, as you will be working as an independent Personal Assistant, you will need your own public liability insurance, however this is included automatically within your QCAS approval.
You are required to have business cover included with your car insurance, if you use your vehicle for work. This is usually inexpensive and simple to add.
 
It covers you when traveling between clients or when transporting them.

Local authorities and organisations within the Health and Social Care sector:

All of our Personal Assistants work independently, so we don’t ‘send them out’ on visits, however if you would like us to introduce you to our QCAS approved network of PAs we will certainly do our best to help you.
The Hub does not charge for introductions, this is a free service for all.
 
The Hub provides a paid business-management platform for independent Personal Assistants who would like practical tools to help run their PA business
 
There are no hidden fees or additional payments for using our introductory and support services.
Because many service users may be vulnerable, Hub only introduces PAs who have completed the required verification and suitability checks. These include identity checks, conviction free enhanced DBS, references, training and other relevant information.
 

Misc:

We operate as a franchise throughout the UK and we are committed to ethical franchising.
 
For us, the right attitude and personal qualities are the most important factor, we provide comprehensive training to all of our franchisees to ensure they possess all of the skills to run a successful and ethical business.
 
You can visit our franchise website here for more information and how to get in touch – we’d love to hear from you.
Please direct all marketing and press enquiries to Natasha Dorling:
 

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We love the Hub because we have the same PA each time and we chose them out of a list of PAs, so we picked the PA most suited to mine and my sister’s needs and we have now formed a friendship and trust.
Katherine

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We personally speak with every individual looking for care or support. We’re here to listen and help anywhere we can.

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