Worker Code of Conduct

Mycare connects support workers and contractors with clients who need help in their own homes. Our platform makes it easy for people to find the right support — but it is you who make the real difference in people's lives.

Everything we do is guided by these core values:

• Manaakitanga — showing respect and care for the people we support
• Kaitiakitanga — being responsible guardians of people's safety and wellbeing
• Integrity — being honest, transparent, and trustworthy
• Whānau-centred support — recognising family and community as part of who we care for
• Equity — making sure everyone gets the right support regardless of who they are

Your Responsibilities as a Worker on the Mycare platform

Respecting Client Rights

Every person you support has rights under the Code of Health and Disability Services Consumers' Rights (the Code). You must always:

• Treat every client with dignity, kindness, and respect
• Protect their privacy at all times — do not share personal information with anyone who does not need to know
• Support their right to make their own decisions, even if you disagree with those decisions
• Obtain consent before providing any support or care — check in regularly that consent is still given
• If a client lacks capacity to consent, work with their legal representative or whānau
• Never take photos or videos of clients or their home without explicit consent
• Respect clients' belongings and property at all times — never borrow money or accept gifts
  
  

Cultural Safety and Te Tiriti o Waitangi

New Zealand is a bicultural nation, and Te Tiriti o Waitangi is the foundation of that relationship. Cultural safety is not just a policy — it is something you practise every day.

• Acknowledge and respect each client's cultural identity, values, and beliefs
• Ask clients how they prefer to be greeted and addressed
• Respect tikanga Māori — this includes greetings, practices around food, and the role of whānau in decision-making
• Respect Pacific peoples' worldviews, family structures, and community connections
• Never make assumptions about a client's needs based on their ethnicity, age, gender, or disability
• If you are unsure how to provide culturally safe support, ask the Mycare team - it is always better to ask

Professional Boundaries

Maintaining professional boundaries protects both you and the people you support. Clear boundaries make for safe, healthy working relationships.

You must:

• Keep your personal and professional life separate — do not share excessive personal information with clients
• Never enter into a financial relationship with a client (lending, borrowing, gifts, or business dealings)
• Never develop a romantic or sexual relationship with a client
• Avoid outside contact with clients or their whānau beyond your role
• Never advocate for clients in legal, financial, or formal matters - help connect them with independent advocacy services instead.
  
  

Recognising and Reporting Abuse and Neglect

You have a duty to protect the people you support. Abuse and neglect can take many forms - physical, emotional, financial, or sexual. It can also include neglect (not providing necessary care).

You must report immediately if you:

• See, hear, or suspect any form of abuse or neglect
• Notice unexplained injuries, bruising, or changes in behaviour
• Observe financial exploitation or unusual transactions
• Witness any conduct by another person that concerns you

How to report:

• Contact the Care Organiser (if appropriate) and Mycare as soon as possible
• Do not confront the person you believe is responsible
• Write down what you observed, with times and dates, as soon as you can
• If someone is in immediate danger, call 111

Safe Support Practices

Infection Prevention

Protecting clients and yourself from infection is one of the most important things you can do. Many of the people we support have health conditions that make them vulnerable to illness.

You must always:

• Wash your hands thoroughly before and after providing any support
• Use personal protective equipment (PPE) such as gloves and masks when required
• Stay home if you are unwell
• Follow all public health guidance, especially during outbreaks or pandemics
• Report any infection concerns to the care organiser promptly

When cleaning, laundering, or handling waste:

• Always wash hands before and after these tasks
• Separate visibly soiled items before laundering
• Use cleaning products as directed on the label — do not mix products
• Wear gloves when handling waste or soiled items
• Dispose of waste correctly — ask the care organiser if you are unsure what is required at a client's home

Medication Support

Medication support requires care and accuracy. Mistakes can be serious for the people we support.

You may only provide medication-related support that is:

• Clearly agreed as part of the client's care plan
• Within your competence and training
• Lawful and safe to do

You must never:

• Administer medications that require clinical training unless you are qualified to do so
• Make changes to a client's medications or dosages
• Leave medications in an unsafe or accessible place

If a medication error occurs or you have any concerns:

• Do not ignore it — contact Mycare and the care organiser immediately
• Document what happened as accurately as you can
• If the client's health is at risk, call 111 or their GP

Nutrition and Food Safety

When you help clients with meals, shopping, or food handling, safe food practices protect their health.

• Wash your hands before preparing or handling any food
• Check expiry dates and use food within safe timeframes
• Store food correctly — refrigerate perishables promptly
• Keep raw meats separate from other foods
• Follow the client's preferences and dietary requirements
• Never serve food you think might be spoiled — when in doubt, throw it out
• Raise any nutrition or food safety concerns with the care organiser

Emergencies and First Aid

Emergencies can happen at any time. Knowing what to do keeps clients safe and could save a life.

If an emergency occurs:

• Stay calm and prioritise safety
• Call 111 if someone is in immediate danger or needs urgent medical attention
• Contact the care organiser and Mycare as soon as possible
• Do not leave a client alone if they are in distress or danger
• Follow any emergency procedures specific to the client's home

You are expected to maintain a basic level of first aid awareness. 

How Mycare Works with Clients

Client-Led Support

At Mycare, the client is in charge of their own care. Your role is to support what they want to achieve - not to decide what is best for them.

• Read the client's job list (care plan) before each visit and follow it
• Check in regularly with your client to make sure the support is still meeting their needs
• If you notice a change in a client's condition or needs, let the care organiser (or Mycare) know
• Involve whānau and family in the way the client wishes - respect their preferences on this

Arriving and Working in Someone's Home

You are entering someone's private space. Treat it with the same respect you would want for your own home.

• Arrive on time - if you are running late contact the client as soon as possible
• Knock and announce yourself before entering
• Do not bring uninvited guests to a client's home
• Only access areas of the home that are relevant to the support you are providing
• Leave the home as tidy as you found it
• Never take anything from a client's home, even if it is offered or appears unwanted

Social Media and Privacy

In the age of social media, it is important to be clear about what is and is not acceptable.

• Never post about clients on social media — not their name, their situation, or anything that could identify them
• Never take photos in a client's home for personal use
• Do not discuss client matters in public spaces where others could overhear
• The Privacy Act 2020 applies to all information you handle — treat it seriously

Complaints - Your Role

If a client raises a concern or complaint with you, take it seriously. Clients have the right under Right 10 of the Code to complain and to have their complaint handled fairly and promptly.

• Listen without interrupting or becoming defensive
• Thank the client for raising their concern
• Do not try to resolve complaints yourself – discuss with Mycare
• Never pressure a client to withdraw a complaint
• If a client wants to speak with an independent advocate, support them to do so and let your coordinator know

Expected Behaviour

As a contractor advertising your services on the Mcyare platform, we ask that you:

• Act with honesty and integrity at all times
• Treat all clients, colleagues, and coordinators with respect
• Arrive prepared and ready to provide quality support
• Keep your Mycare profile and availability up to date
• Maintain your skills and competence — let the care organiser know if you feel you need training in any area
• Follow all Mycare guidelines
  
  

Breaches of Code of Conduct

The following behaviours are serious breaches of this Code and may result in removal from the Mycare platform:

• Physical, verbal, emotional, or financial abuse of any client
• Theft or misuse of a client's property, finances, or medications
• Working while under the influence of alcohol or drugs
• Sharing confidential client information without authorisation
• Falsifying records, timesheets, or any Mycare payment processes
• Harassment or discrimination of any kind
• Providing support you are not competent or trained to provide

Mycare has the right to remove workers from the platform in line with this Worker Code of Conduct, and the General Platform Code of Conduct that applies to all users.

Your Rights and Wellbeing

Health and Safety

Your safety matters. Under the Health and Safety at Work Act 2015, you have the right to a safe working environment and the right to refuse unsafe work.

• Report any health and safety concerns to your care organiser and Mycare immediately
• Do not perform tasks that you believe are unsafe — speak up
• If you are injured at work, report it to your care organiser and Mycare straight away
• Look after your own mental and physical health — this work can be demanding

Raising Concerns

If you have a concern about a client, a working situation, or Mycare's practices, please speak up. You can:

• Talk directly to the Care Organiser (if possible)
• Contact Mycare
• Reach out to Mycare management directly if you feel the issue has not been resolved