Being matched

The Matching Process

The matching process is a really important introductory step in creating a delightful experience for both you and the members you match yourself to work with. The process is intended to work for both you and the member.

We say to members that we aim to turn a new matching request into a confirmed match within five working days of receiving the request; and that our process is to share these service requests with Lively Helpers for consideration.

Here’s how it works:

1. Receiving new Helper matching requests: A Helper matching request comes through from the case manager at one of our partner organisations. A member of Lively's Matching Team will review the request and member info to assess if any more information is required. New members have all agreed to the Lively Community Code and have provided key info to help you consider their request.

2. Posting new requests to Matching Board: When the Matching Team accepts a matching request, it is automatically posted to the matching board on the Lively app for all Helpers to consider, and the Matching Team may also reach out to you directly if there is a good match in your area.

3. Submitting interest in a request: You consider the requests posted on the Matching Board and submit your interest for any that suit you. You can use the Comments field on the expression of interest form to share any initial queries for discussion.

   • The Matching Team member handling the request is notified of your submission.

4. Confirmation of the match: The Matching Team reviews the expressions of interest for the Matching Board daily (Mon-Fri). They confirm the most suitable match based on location, training, availability and stage in your Lively Helper journey. If you have included any questions or comments through your submission of interest, they will respond to you as soon as possible and before confirming the match.

   • You receive an email confirming that you have been matched with the Member, or informing that you have not been matched on this occasion.

5. Booking in the first session: Within 2 working days of receiving the confirmation of a match, you should have contacted the Member to book your first session. Firstly, access the member's information via their Lively app profile, and check out 'Your First Phone Call' for a step-by-step guide to setting your first session with a member.

   • You add your session into the Lively app once booked.