When we head off to a client to take care of them, we automatically assume that we will be paid. This is normally arranged in advance. Such things as night calls and break time is also covered in our job description.
Most of the time, things go as planned and live-in carers get their wages on time, either by cheque or paid directly into their bank account.
Things such as night calls and any shopping you may have had to do using your own money are added to the weekly invoice. Ideally, you present your invoice and you get paid.
Unfortunately, there are some things which may become a point of discrepancy when you present your invoice. Things like excessive night calls and breaks which you cannot take because of circumstances may not be a welcome addition to your invoice.
What can we do if our invoice is refused?
There are several things you can do if the family (or whoever pays you) disagrees with your invoice. It is always a good idea when you first arrive at the placement, to discuss instances where there may be discrepancies.
If you find out at the start of your placement just what is paid and what is disputed, you will have a good idea of how your invoice will be seen.
Ask those questions
You will know from the outgoing carer just how many night calls you can expect. You will also be able to ask about untaken breaks and compensation then.
Remember that the outgoing carer has possibly been there for several weeks and will know exactly how the family feel about hidden extras to your invoice.
Get the facts
If the outgoing carer has had difficulties with her invoice and wages, then find out why. Family who live away from their loved one may simply have no idea that you are up three or more times in the night, and therefore add those calls to your invoice.
If you do not get to take your break because your client cannot be left alone and there is no relief, you are entitled to charge for those breaks. Make sure that the family know the situation. This will give them the opportunity of finding a relief while you have your break.
They still disagree with me – now what?
It is important that you talk to whoever is paying you. You need to know why they are hesitant in paying you. There may be a logical reason behind it. Don’t assume anything until you know why they are disputing your invoice.
You need to also talk to your agency if you are working through them. They need to be aware that there are queries with your invoice. They will clarify which extra things you can charge for, and even suggest the amount.
Most agencies have a set rule for night calls and will back you up in this. They should also have a policy in place for if you do not get breaks, and you are entitled to be paid for them.
If, after talking with the family and your agency, they may still refuse to pay you. If you and your agency have agreed that you are entitled to being paid extra, you may be able to take your case before a Small Claims Court.
Here is a link where you can find out all about how to do this.
Make a court claim for money - GOV.UK
To sum up
Money and all that is connected to it can be a very touchy subject, so it is vital that you are tactful when you discuss your invoice and any queries about it.
Most families will – after you and your agency have discussed with them – see your point and agree to pay you.
If you simply cannot get your money, you may need to take legal action. You can also expect to be asked to leave your client if you take this route, and although it is not fair for you, it is quite possibly going to happen.
The bottom line, if you must take the legal route is to prepare yourself, make sure you have another placement or a place to stay ready, then walk away and start elsewhere. Live-in care is stressful enough without adding money issues to it.
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