HR Support
Our people in Australia and the Philippines help with leave, absence and other questions about the working arrangement.
Administration
Engagement Administration and Team Approvals
We handle payroll, HR and routine people administration for your Philippine team. Our platform brings you requests that need your approval, while our people in Australia and the Philippines coordinate the follow-up. You direct the daily work.
Plan your team
Requests and decisions
How do leave and overtime approvals work?
We review leave requests before asking for your approval in the platform. For additional hours, we check the person’s availability and proceed once all parties agree. You consider the work and coverage your business needs.
Identify who approves requests and who can act when that person is away. Raise schedule changes with Covela and confirm any effect on charges before they take effect.
Practical support
HR, Payroll and Engagement Administration
Payroll
We handle payroll as part of the agreed staffing service.
Engagement Administration
We manage routine administration and bring you requests that need a decision. You can nominate someone else to approve requests when you’re away.
A clear division
Who directs the daily work?
Your business manages projects and personnel day to day, sets priorities, explains processes and gives feedback on the work. That context helps the person participate in your business.
A Working Relationship
Your businessTeam memberCovela support
You manage the work. We handle payroll, HR and people support.
As the role develops
How do we coordinate performance reviews?
We check in with your team member after one day, one week and one month, then quarterly. At each annual anniversary, we conduct a more substantial 360-style performance review. For performance reviews, we combine your feedback with feedback from the team member. You receive a summary and recommended next steps to support the working relationship. You continue to direct and review the daily work.
How performance management fitsPractical questions
Support as the Team Changes
What if we cannot contact our team member during their shift?
If you can’t reach a team member during their shift, contact us. Our people in Australia and the Philippines coordinate the follow-up, including local contact with the person in the Philippines.
How do we contact Covela for support?
For help with the platform or your team, email support@covela.co. We route your enquiry to the appropriate team. The inbox is monitored from 9 am to 5 pm Sydney time, observing local public holidays.
What are Covela’s standard service levels?
During our Sydney business hours, we aim to respond within one business hour for critical issues, two for urgent issues, four for high-priority issues and eight for low-priority issues. These are standard response targets, not contractual guarantees or resolution deadlines.
How is planned leave requested and approved?
Team members generally give at least four weeks’ notice for planned leave. We review each request before sending it to you through the platform. Leave is subject to approval; once you approve the request, we action it.
Can Covela arrange temporary cover?
We arrange temporary cover on request, subject to a suitable person being available for the role and short-term arrangement. Cover is not automatic or guaranteed, so let us know as early as you can.
What if a team member is not the right fit?
If a team member is not meeting expectations, tell us what’s happening and share examples of the work. We explore whether a performance improvement plan can help. If that isn’t viable, we work with you on a smooth handover and next steps for the role.
What happens if a team member resigns?
Team members are generally required to give four weeks’ notice when resigning. We follow the handover principles agreed with you and can seek a replacement during that period if you want to refill the role. We can’t guarantee a replacement will start within the notice period.
Can we add roles or reduce the team later?
You can add roles as your team grows, allowing time to recruit suitable people. To reduce the team, the usual 30-day notice period applies after the initial contractual term has elapsed. Discuss the changes with us so we can coordinate the transition.
Your Engagement Arrangement
We engage personnel through our own Philippine entity, with contractor arrangements as the default. Employee arrangements are available by request where appropriate, with additional rates and terms reflecting employment conditions, including the considerations that apply when an engagement ends. We discuss the arrangement with you before the role proceeds.
Daily Instructions and Changes to Pay
You direct the person’s day-to-day work. Instructions about pay and other matters within Covela’s remit must go through us rather than directly to the team member.
Your Policies
We can agree client-specific policies provided they do not conflict with ours. We keep our own policies straightforward to reduce conflicts with the way your business works.
Responsibility for the Work
Your business directs and is responsible for the team member’s day-to-day work, including reviewing it and addressing mistakes. We do not take responsibility for your daily business practices or project delivery. Our role covers the agreed recruitment, payroll, HR and people support.
Contact and Response Times
For help with the platform or your team, email support@covela.co. We route your enquiry to the appropriate team. The inbox is monitored from 9 am to 5 pm Sydney time, observing local public holidays.
During our Sydney business hours, we aim to respond within one business hour for critical issues, two for urgent issues, four for high-priority issues and eight for low-priority issues. These are standard response targets, not contractual guarantees or resolution deadlines.
Leave and Temporary Cover
Planned Leave
Team members generally give at least four weeks’ notice for planned leave. We review each request before sending it to you through the platform. Leave is subject to approval; once you approve the request, we action it.
Unexpected Absence
Our HR team in the Philippines generally notifies you as soon as we learn of an emergency absence. Contact us if urgent work needs attention or you’d like us to explore temporary cover.
Temporary Cover
We arrange temporary cover on request, subject to a suitable person being available for the role and short-term arrangement. Cover is not automatic or guaranteed, so let us know as early as you can.
Start with the Work
Outline the responsibilities, working hours and support your team needs.
Start a brief