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We've prepared a list of answers to frequently asked questions to support our team members, clients and community to find reliable information during the Coronavirus (COVID-19) pandemic.

We regularly review and update this information. If you have question or concern we haven't addressed please contact us.

General health advice

For information regarding coronavirus (COVID-19) we recommend you start with these sources of information:

  • COVID-19 resources: The resources listed on this page from the federal Department of Health include regularly updated government advice. The site covers rules for isolation, hygiene, social distancing and simple ads to show how to stop the spread of the virus. Updated frequently with version history so you can be confident it is the more recent advice.
  • Coronavirus health information hotline: Call 1800 020 080 (Australia wide) or 1800 675 398 (within Victoria)
  • For a summarised version of what you need to know about COVID-19: This guide from health.gov.au is a useful resource.

Last checked 7 November 2022

Symptoms of COVID-19 can range from mild to severe. Some people recover easily, and others get very sick very quickly.

If you test positive you may experience:

  • fever
  • coughing
  • sore throat
  • shortness of breath

Other symptoms include:

  • runny nose or congestion
  • headache or fatigue
  • muscle or joint pains
  • nausea or loss of appetite
  • diarrhoea or vomiting
  • temporary loss of smell or altered sense of taste


For more information about symptoms, go to the Department of Health's website.

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Vaccination

For information on vaccination, visit the Victorian government's vaccination page.

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Yes. If you’ve had COVID-19 infection you can get vaccinated three months after your infection.

Government advice for people who have recovered from COVID-19 is the infection provides some natural immunity but will decrease over time. Vaccination is important to get maximum protection against further COVID-19 infection.

For more information, visit getting vaccinated against COVID-19

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There’s plenty of ways to book, there’s probably an appointment just around the corner from home. You can get your booster at your local pharmacy or your GP

If you need help uploading proof of your third vaccination or booking an appointment, our friendly Ops team is ready to help. Email [email protected].

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Yes! Our friendly Ops team are more than happy to help you. Email [email protected] or call 1800 INLIFE (1800 465 433).

We’ve also prepared a guide on how to upload your proof of vaccination to Employment Hero.

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The COVID-19 vaccine is available free to everyone living in Australia, even if you don’t have a Medicare card.

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If you’ve had a COVID-19 vaccination, you’ll see this recorded on your immunisation history statement.

You can get your immunisation history statement using either:

  • your Medicare online account through myGov
  • Medicare mobile app.

If you can’t use Medicare online, your vaccination provider can print your immunisation history statement for you.

You can also call the Australian Immunisation Register and ask them to send your immunisation history statement to you. It can take up to 14 days to arrive in the post. You can then provide this statement to InLife.

Please see our proof of COVID-19 vaccination Q&A for further information.

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It’s important you go to reputable sources for trusted information. Many websites can look official and important, but the information may not be reliable.

Look for a “.gov.au” on the end of a website url to know that you’re visiting an Australian government website. For example: health.gov.au

For the latest news and information on the vaccines being rolled out in Australia, start with the Department of Health’s website.

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Working with clients

Masks are no longer required if you're working in a client's home, but are still recommended as a safety precaution.

If a client is comfortable with you removing your mask, you're welcome to take it off if you prefer.

Masks are still recommended if you're working indoors at care facilities (such as shared living), as part of vulnerable setting requirements. Anyone visiting an indoor area needs a mask, too.

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We're regularly screening with RATs for everyone working in shared accommodation or concierge services, in line with government recommendations. If you’re working in these settings, we recommend you test using the RATs provided every Monday and Thursday.

If you do test positive, please contact your coordinator as soon as possible. They are available to support you.

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Sometimes. Masks are still needed in sensitive settings, like care facilities. Masks are not required in a client’s home, but are still recommended.

Read our quick reference guide of what PPE is required in different circumstances. If you need additional PPE, please contact your InLife Coordinator.

Watch this video for instructions on how to correctly don (put on) and doff (take off) a surgical face mask.

Please see our FAQ section on hygiene precautions for further information.

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Do not go to a client’s home if you are feeling unwell. We ask you to consider whether you feel unwell before you leave for work each day and take your own temperature if you have a thermometer. In particular, report to your coordinator if you have the following symptoms prior to starting work or at any time while at work:

• Fever (temperature of 37.5°C or higher)

• Fever, chills or sweats, cough, sore throat, shortness of breath, runny nose and loss or change in sense of smell or taste

Staying home if you feel unwell combined with general hygiene and physical distancing is the best way to prevent the spread of COVID-19. We will not be conducting temperature checks before entering a client’s home as temperature checks alone do not tell you whether a person has COVID-19. It is possible that a person may be asymptomatic or be on medication that reduces their temperature.

If you have any of the symptoms listed above, you need to get tested for COVID-19.

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General cleaning is important for stopping the spread of COVID 19. After hand sanitisation on entering the house, you should aim to clean frequently touched surfaces before commencing your shift unless the client urgently needs assistance.

Coronaviruses can survive on surfaces for many hours but are readily inactivated by cleaning and disinfection.

Below is a guide for regular cleaning of frequently touched surfaces:

  • Clean door handles, tabletops and light switches mechanically using detergent solutions (as per manufacturer's instructions) or detergent disinfectant wipes (so long as mechanical cleaning is achieved).
  • General surfaces and fittings should be cleaned when visibly soiled and immediately after any spillage.

If you notice the client does not have suitable cleaning products available, please contact your InLife coordinator.

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If you are working with a client and they are unwell, you should:

  1. Call 000 for urgent medical help if the symptoms are serious, such as difficulty breathing
  2. Advise your client to put on a face mask, if they are not already wearing one.
  3. Support your client to get tested - either PCR or RAT. Visit the list of testing sites or call the Coronavirus Health Information Line 1800 020 080 (open 24 hours a day, 7 days a week) and follow the advice on how to assist the client to get tested.
  4. Contact your client's InLife coordinator to inform them the client has symptoms and any actions taken. The coordinator will provide further advice on what you need to do.

InLife has developed a rapid response protocol for our Coordinators to follow if a client is suspected of contracting the virus. This includes providing all PPE required to safely care for the client throughout their isolation and making sure that all assistants involved are aware of and trained in all procedures.

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Excellent hand hygiene is one of the best ways to stop the spread of COVID-19.

Hand sanitiser should be used on entering and leaving the client’s home. We have secured ongoing supplies of hand sanitiser to be provided at clients’ houses, including travel size bottles for staff to use when needed in their daily activities.

Regular and thorough hand washing with soap and water should also occur throughout the shift. Gloves are only necessary for clients with confirmed or suspected COVID-19, or for any personal care that requires the use of gloves. Gloves must be worn for care that may involve exposure to blood, body fluids, touching mucous membranes or non-intact skin.

For the latest advice on the PPE you need to wear while at work, please see this resource from DHHS, read our quick guide to PPE (updated March 2022) or check with your coordinator.

If you need any PPE please contact your Coordinator.

Some hand washing tips:

Watch this video from the WHO to learn the most effective way to ensure all parts of your hands are clean following application of hand sanitiser or after washing with soap and water.

This video from John Hopkins Hospital also provides an example of how to properly wash your hands.

Please also see our FAQs about wearing masks.

Last checked 7 November 2022

Suspected or confirmed COVID-19 infection

If you are working with a client and they are unwell, you should:

  1. Call 000 for urgent medical help if the symptoms are serious, such as difficulty breathing.
  2. Advise your client to put on a face mask if possible, and provide assistance if needed.
  3. Support your client to get tested - either PCR or RAT. If you don’t have access to a RAT, contact your coordinator. Find a testing site here or call the Coronavirus Health Information Line 1800 020 080 (open 24 hours a day, 7 days a week) and follow the advice on how to assist the client to get tested.
  4. Contact your client's InLife Coordinator to inform them that the client has symptoms or has tested positive and any actions taken. The coordinator will provide further advice on what you need to do.

InLife has developed a rapid response protocol for our coordinators to follow if a client is suspected of contracting the virus. This includes providing all PPE required to safely care for the client throughout their isolation and making sure all assistants involved are aware of and trained in all procedures.

Providing support for clients in this situation will provide some challenges, and we will work with the client, their families and DHHS on the best way to manage continued service provision. Circumstances will differ from client to client, and we will discuss the process with you prior to any scheduled shifts.

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InLife will not force you (or anyone) to work a shift with a client if you don’t feel comfortable doing so. However, we do have a duty as individuals and as a community to ensure the vulnerable among us are supported and cared for. The services InLife provide are critical to ensuring clients receive the support they need, and we hope you will be able to help us provide these services to clients throughout the COVID-19 pandemic.

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If you have any of the symptoms of COVID-19, isolate and get tested as soon as possible with a RAT, or PCR test if you can’t access a RAT. Contact your coordinator if you don't have access to a RAT.

You can find a list of testing sites here or call the Coronavirus Health Information Line 1800 020 080 (open 24 hours a day ,7 days a week).

Contact your coordinator as soon as possible to advise them of the situation and they will stay in contact with you.

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Exposure and special leave benefits for assistants

If you have any of the symptoms of COVID-19, isolate and get tested as soon as possible with a RAT, or PCR test if you can’t access a RAT. Contact your coordinator if you don't have access to a RAT.

You can find a list of testing sites here or call the Coronavirus Health Information Line 1800 020 080 (open 24 hours a day , 7 days a week).

Contact your coordinator as soon as possible to advise them of the situation and they will stay in contact with you.

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You may be eligible for the Victorian government’s Sick Pay Guarantee trial for casual and contract workers in the disability sector. If you’re sick or injured, or caring for immediate family or someone you live with, you can claim up to 38 hours sick leave annually.

If you’ve contracted COVID-19 as a direct result of your work with InLife, exceptional circumstances may apply. If you have any queries please contact your Coordinator or [email protected] as soon as you can.

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Other questions

As per our standard working arrangements, if a client cancels a shift with less than 24 hours’ notice or is not present for you to undertake a rostered shift, then you will be paid for the full length of that shift. If a client cancels a shift and you are notified at least 24 hours in advance of a cancellation the special leave policy will not apply.

We are committed to supporting all our assistants throughout this time, so please contact your coordinator for any specific help you may need. This could include seeing if we can find other work for you, particularly if the client does not require shifts for an extended period of time.

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Yes, if you would like to see our Covid Safe Plan, you can download it here

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The health and wellbeing of all InLife employees is important to us, so please let us know if there is anything specifically you are worried about and we will do our best to help.

Our Employee Assistance Program (EAP) provides counselling support.

Other professional support services that can help dealing with the challenges everyone may face during the pandemic are listed below.

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If you have a question, we're here to help. Start with the Department of Home Affairs website and contact Human Resources and we'll get the information you need.

Last checked 7 November 2022