Provider Guide

1. Getting Started

New providers register their organisation on the platform through the sign-up process.

Creating an Account

1. 1Navigate to the portal URL in your web browser.
2. 2Click Sign Up or Get Started.
3. 3Enter your organisation details: business name, your name, email address, and a secure password.
4. 4Review and accept the terms of service and privacy policy.
5. 5Click Create Account.
6. 6Check your email inbox for a verification email and click the confirmation link.
7. 7Once verified, log in and complete your organisation's profile in Profile Settings.

1.1

Registration / Sign-Up Page

Create a new provider account — fill in your organisation and personal details.

1Enter your organisation / business name

2Enter your full name as the account owner

3Provide your email address

4Create a secure password

5Accept the terms of service and privacy policy

6Click Create Account

Figure 1.1 — Registration / Sign-Up Page

Logging In

1. 1Navigate to the portal URL in your web browser.
2. 2Click Sign In on the landing page.
3. 3Enter your email and password.
4. 4You will be redirected to your Provider Dashboard.

1.2

Login Screen

Sign in with your email and password to access your dashboard.

1Email address — enter the email registered to your account

2Password — enter your password

3Sign In — redirects you to your dashboard

4Forgot Password? — reset your password via email

Figure 1.2 — Login Screen

2. Navigation & Settings

The provider sidebar is your primary navigation hub. All key modules are accessible from the left-hand sidebar menu.

2a

Provider / Administrator Sidebar Navigation

The main sidebar is your primary navigation hub — all key modules are accessible from here.

1Dashboard — overview of key metrics and quick actions

2Track Leads — manage prospective participants

3Participants & Clients — NDIS participants and general clients

4Support Workers & Practitioners — manage your workforce

5Shifts & Bookings — scheduled shifts and appointment bookings

6Incidents, Compliance & Invoicing — reporting and billing tools

7Profile button (bottom-left) — opens Settings and Sign Out

Figure 2a — Provider Sidebar Navigation

Bottom-Left Profile Menu

Click your profile button at the bottom-left of the sidebar to access organisation settings:

• Manage Users
• Profile Settings
• Account Settings
• Billing & Payment
• Sign Out

2b

Bottom-Left Profile Button & Dropdown Menu

Click your profile button to access settings, user management, and sign out.

1Profile avatar — shows your name, role, and "Online" status

2Manage Users — add, edit, and manage all users

3Profile Settings — update business name, contact details, logo

4Account Settings — email preferences, notifications, password

5Billing & Payment — manage subscription and payments

6Sign Out — log out of the portal

Figure 2b — Bottom-Left Profile Menu

3. User Management

Manage all users in your organisation — add support workers, practitioners, and administrators.

3a

User List

View and manage all users in your organisation.

1User list — all registered users with name, role, and status

2Search & filter — find users by name, email, or role

3Add User — invite a new team member

4User actions — edit, suspend, or remove accounts

Figure 3a — User List

3b

Add User Form

Invite a new team member by entering their details and role.

1User details — name, email, and phone number

2Role assignment — select the user's role (Admin, Support Worker, Practitioner)

3Send invitation — email the user an invite to create their account

Figure 3b — Add User Form

3c

Business Profile Settings

Update your organisation's business name, contact details, address, and logo.

1Business name — your organisation's registered name

2Contact details — phone, email, and website

3Address — business address with Google Places autocomplete

4Logo — upload or update your organisation's logo

Figure 3c — Business Profile Settings

3d

Profile Management

Manage your personal account and profile settings.

1Personal details — name, email, and contact information

2Security settings — password and two-factor authentication

3Notification preferences — email and in-app notification settings

Figure 3d — Profile Management

4. Participant Management

Manage NDIS participants — create records, view profiles, and follow the end-to-end onboarding workflow.

Onboarding Workflow

4.1

Participants List

View all NDIS participants linked to your organisation with search and type filters.

1Participant list — all participants with name, email, NDIS number, and type

2Search bar — find by name, email, NDIS number, or participant ID

3Type filter — Self-Managed, Plan-Managed, or NDIA-Managed

4Add Participant — create a new participant record

Figure 4.1 — Participants List

4.2

Add Participant Form

Register a new NDIS participant with personal, NDIS, and emergency contact details.

1Personal details — first name, last name, date of birth, gender

2Contact info — phone, email, and address

3NDIS details — NDIS number and participant type

4Emergency contact — next of kin details

5Save — creates the participant record

Figure 4.2 — Add Participant Form

Participant Profile Tabs

4.3

Participant Profile Tab

Central hub for viewing and editing a participant's personal and NDIS details.

1Profile header — participant name, photo, and status

2Tab navigation — Profile, Forms, NDIS Plan, Schedule, Progress Notes, Incidents, Compliance

3Personal details — editable demographics and contact information

4NDIS info — NDIS number, plan dates, and funding details

Figure 4.3 — Participant Profile Tab

4.4

Participant Forms Tab

All service agreements, intake forms, consent documents, and support plans.

1Forms list — service agreements, intake forms, consent records

2Status indicators — completed, pending, or expired

3Actions — view, download, or send for e-signature

4Create New Form — generate a new document

Figure 4.4 — Participant Forms Tab

4.5

NDIS Plan Tab

Plan funding details, budget tracking, and service requirements.

1Plan overview — start date, end date, and management type

2Budget breakdown — allocated and remaining funds per category

3Requirements — linked service requirements and goals

4Create Requirement — add new service requirements for shift scheduling

Figure 4.5 — NDIS Plan Tab

4.6

Participant Schedule Tab

Calendar view of all scheduled shifts and services.

1Calendar view — shifts and appointments by day/week/month

2Colour-coded entries — different service types and assigned workers

3Add Shift — schedule a new service for this participant

Figure 4.6 — Participant Schedule Tab

4.7

Progress Notes Tab

Chronological record of all progress notes.

1Notes list — date, author, and summary for each entry

2Search and filter — find notes by date range or keyword

3Add Progress Note — create a new note

Figure 4.7 — Progress Notes Tab

4.8

Participant Compliance Tab

Track compliance items and required documents.

1Compliance checklist — consent forms, risk assessments, service agreements

2Status badges — compliant, non-compliant, pending

3Expiry dates — colour-coded alerts

4Upload — attach required compliance documents

Figure 4.8 — Participant Compliance Tab

5. Client Management

Clients are non-NDIS individuals receiving services. The workflow mirrors participant management.

5.1

Clients List

View all clients with search, filter, and statistics cards.

1Client list — name, contact details, and type

2Statistics cards — Total Clients, Self-Managed, Plan-Managed counts

3Search & filter — find by name, email, or client type

4Add Client — create a new client record

Figure 5.1 — Clients List

5.2

Add Client Form

Register a new client with personal details and emergency contact information.

1Personal details — name, date of birth, gender

2Contact info — phone, email, address

3Emergency contact — next of kin details

4Save — create the client record

Figure 5.2 — Add Client Form

5.3

Client Profile Tab

Central hub for a client's personal and service details.

1Client header — name, photo, and status

2Tab navigation — Profile, Forms, Bookings, Progress Notes, Incidents, Compliance

3Personal details — editable demographics and contact info

Figure 5.3 — Client Profile Tab

6. Shifts & Scheduling

Create, manage, and track shifts for participants with worker assignments and scheduling tools.

6.1

Shifts List

Overview of all shifts with filtering and status indicators.

1Shift entries — all shifts with date, time, participant, and assigned worker

2Status filters — Available, Taken, In Progress, Completed, Cancelled

3Search — find shifts by participant or worker name

4Create Shift — schedule a new shift

Figure 6.1 — Shifts List

6.2

Scheduled Shifts

Upcoming shifts with worker assignments and participant details.

1Shift list — upcoming shifts with date, time, and assigned worker

2Participant info — participant name and service type

3Worker assignment — assigned support worker

4Status indicators — current status badge (Available, Taken, etc.)

Figure 6.2 — Scheduled Shifts

6.3

Shift Detail View

Individual shift information including participant, worker, time, and status.

1Shift summary — date, time, duration, and service type

2Participant details — linked participant name and contact

3Worker assignment — assigned worker with option to reassign

4Status & actions — current status with actions (edit, cancel, complete)

Figure 6.3 — Shift Detail View

Day View — Participant-Focused Rostering

The Day Shifts screen is designed for roster managers who need to review a single day in detail. Instead of displaying every shift for every participant at once, the screen focuses on one participant at a time — keeping the timeline clean and easy to follow even when a provider manages 50 or more participants.

Participant Summary Cards

At the top of the Day View, a grid of participant summary cards gives an at-a-glance overview of every participant scheduled on that day.

• Name & shift count — participant name with a pill showing how many shifts they have that day
• Total hours — combined duration of all their shifts
• Status dots — green (Covered/Taken), orange (Applied/Pending), red (Open/Available) — gaps are immediately visible without reading individual shifts
• Time ranges — each shift time shown directly on the card (up to 3 shown; "+N more" if there are additional shifts)
• Click to select — clicking any card selects that participant and scrolls down to their hourly timeline below

Participant Selector & Hourly Timeline

Below the summary cards, the hourly timeline shows shifts for the selected participant only.

1. 1Open the Day View from the Shifts screen by clicking a specific date.
2. 2The screen loads with the first participant from the API pre-selected by default.
3. 3Use the Participant dropdown in the header, or click any summary card above the timeline, to switch between participants.
4. 4The hourly timeline updates instantly to show only that participant's shifts for the day.
5. 5The subtitle beneath the date confirms whose schedule you are viewing (e.g. "3 shifts for Jane Smith").

Partial Shift Slots

When a support worker applies for only part of a shift (a partial shift), the time slot they have selected is automatically hidden from other workers browsing available shifts. This prevents two workers from accidentally applying for the same hours.

• A worker selects their available start and end time within the shift window
• Once submitted, that specific time slot is no longer shown as available to other workers
• The remainder of the shift (if any) remains visible for another worker to claim

7. Bookings

Manage appointment-based services with practitioners including availability, booking links, and scheduling.

7.1

Bookings List

Overview of all bookings with status filters and appointment details.

1Booking entries — client name, service, and scheduled time

2Status tabs — Upcoming, Past Due, Completed, Cancelled, No-Show

3Search & filter — search by client name or date range

4Quick actions — confirm, reschedule, or cancel bookings

Figure 7.1 — Bookings List

7.2

Booking Details

Full appointment information with client, practitioner, and service details.

1Appointment summary — date, time, duration, and service type

2Client information — name, contact, and linked profile

3Practitioner details — assigned practitioner

4Status & actions — update, cancel, or mark complete

Figure 7.2 — Booking Details

7.3

Practitioner Availability Calendar

Weekly availability schedule for practitioners.

1Weekly grid — day-by-day availability blocks

2Practitioner selector — switch between practitioners

3Time slot management — add or remove availability windows

4Booking overlay — existing bookings shown for conflict detection

Figure 7.3 — Practitioner Availability

8. Incident Reports

Record, track, and manage incident reports for both participants and clients.

8.1

Incident Reports List

All incident reports with status, severity, and resolution tracking.

1Incidents list — date, type, severity, and linked participant/client

2Status filters — Reported, Under Investigation, Resolved, Closed, Escalated

3Severity indicators — colour-coded by level

4Add Incident — log a new incident report

Figure 8.1 — Incident Reports List

8.2

Create Incident Report

Log a new incident with type, severity, description, and supporting evidence.

1Incident type & severity — category and severity level

2Date, time, location — when and where it occurred

3Description — detailed account and actions taken

4Attachments — supporting evidence (photos, documents)

Figure 8.2 — Create Incident Report

9. Invoicing

Generate NDIS-compliant invoices from approved timesheets and manage billing across your organisation.

9.1

Invoices List

Overview of all invoices with status, amounts, and participant details.

1Invoice entries — invoice number, participant, amount, and due date

2Status badges — Draft, Sent, Paid, Overdue, Cancelled

3Search & filter — filter by status, date range, or participant

4Create Invoice — start a new invoice

Figure 9.1 — Invoices List

9.2

Create Invoice Form

Invoice creation with participant selection, line items, and auto-calculated totals.

1Participant & service — select participant and NDIS support item

2Line items — hours, rate, and date range

3Auto-calculations — subtotal, GST, and total

4Invoice details — number, issue date, and due date

Figure 9.2 — Create Invoice Form

9.3

Invoice Actions Menu

Available actions for managing invoices including export and payment updates.

1View & edit — open or modify draft invoices

2Download options — export as PDF or CSV

3Mark as Paid — update status when payment is received

4Delete — remove draft invoices no longer needed

Figure 9.3 — Invoice Actions Menu

10. Compliance & Audit Readiness

Maintain NDIS compliance and stay audit-ready with built-in tracking tools across four categories: Governance, Registration Modules, HR, and Participants.

1. 1Navigate to Compliance in the sidebar.
2. 2View your organisation's overall compliance status with percentage progress.
3. 3Review status breakdown: Not Available, Complete, Incomplete, Not Applicable, Elsewhere, Expired.
4. 4Click on any category tab to view and manage its audit items.
5. 5Upload documents, update statuses, and address flagged items.

10.1

Compliance Dashboard

Organisation-wide compliance overview — monitor audit readiness and track category progress.

1Overall score — percentage showing audit readiness

2Category breakdown — Governance, Registration Modules, HR, Participants

3Alerts panel — items requiring immediate attention

4Tab navigation — switch between compliance categories

5Summary statistics — status counts

Figure 10.1 — Compliance Dashboard

10.2

Governance Tab

Review governance-related compliance items including policies and procedures.

1Governance items — all policy and procedure compliance items

2Status indicators — Completed, Requires Attention, Archived

3Search bar — find specific items by title

4Action buttons — add modules or bulk-update statuses

Figure 10.2 — Governance Tab

10.3

HR Compliance Tab

Manage staff compliance documentation including clearances and certifications.

1Employee compliance items — HR audit requirements

2Add Employee — create new employee compliance records

3Document status — track clearances and certifications

4Expiry tracking — items nearing expiry are highlighted

Figure 10.3 — HR Compliance Tab

10.4

Document Expiry Tracking

Monitor worker document expiry dates and take action on expiring compliance items.

1Document list — all required compliance documents

2Expiry dates — colour-coded urgency indicators

3Status badges — valid, expiring soon, expired

4Upload action — upload renewed documents

5Notes field — add context for renewals

Figure 10.4 — Document Expiry Tracking

11. Managing Support Workers

View worker lists, add new workers, and manage profiles, compliance, shifts, timesheets, and salary from the admin portal.

11.1

Support Workers List (Admin)

View and manage all support workers registered with your organisation.

1Worker list — all workers with name, email, and status

2Search and filter — find workers by name or compliance state

3Add Worker — invite a new support worker

4Worker actions — click any worker for full management options

Figure 11.1 — Support Workers List

11.2

Add Support Worker (Admin)

Invite a new support worker by entering their details.

1Worker details — name, email, phone, and role information

2Employment type — full-time, part-time, or casual

3Send invitation — email the worker an invite to create their account

Figure 11.2 — Add Support Worker

11.3

Worker Profile (Admin View)

View and edit a worker's personal details, contact information, and employment record.

1Personal information — name, email, phone, and address

2Employment details — start date, role, and type

3Profile tabs — Profile, Account, Compliance, Shifts, Timesheets, Salary

4Edit controls — update worker information

Figure 11.3 — Worker Profile (Admin View)

11.4

Worker Compliance (Admin)

Review and manage a worker's compliance documents and certifications.

1Compliance items — required documents and current status

2Expiry dates — document expiry tracking with urgency indicators

3Upload documents — upload or replace compliance documents

4Status management — update statuses and add notes

Figure 11.4 — Worker Compliance

11.5

Worker Shifts (Admin)

View and manage a worker's shift assignments and schedule.

1Shift assignments — all shifts assigned to this worker

2Schedule overview — calendar or list view of upcoming shifts

3Assign shift — create or assign new shifts

4Shift history — review completed and past records

Figure 11.5 — Worker Shifts

11.6

Worker Timesheets (Admin)

Review, approve, and manage a worker's timesheet submissions.

1Timesheet entries — dates, hours, and shift references

2Approval status — pending, approved, or rejected

3Approve/reject actions — process submissions

4Hours summary — total hours for the selected period

Figure 11.6 — Worker Timesheets

12. Track Leads

Manage prospective participants and clients before they are fully onboarded — capture enquiries, track follow-ups, and convert leads. The Track Leads screen has two tabs: My Leads (your provider's own leads) and Recommended Leads (platform-wide leads shared across all providers).

My Leads

1. 1Click Track Leads in the sidebar.
2. 2The My Leads tab is selected by default — view all your leads with status indicators and search filtering.
3. 3Click Add Lead to create a new lead record.
4. 4Update lead status: New → Contacted → Converted or Dropped.
5. 5When ready, convert a lead to a Participant or Client record.

12.1

Track Leads — My Leads

View all your prospective participants with status indicators, source tracking, and search.

1My Leads / Recommended Leads tabs — switch between your leads and platform-wide leads

2Lead cards — name, contact info, status, and source

3Status filter — New, Contacted, Converted, Dropped

4Source filter — Website, Referral, Social Media, Event, Other

5Search bar — find leads by name, email, or phone

6Add Lead — open the form to create a new lead (My Leads only)

Figure 12.1 — Track Leads — My Leads Tab

12.2

Create Lead Form

Add a new prospective participant or client.

1Name fields — first and last name

2Contact details — email and phone number

3Source — how the lead was acquired

4Notes — free-text field for relevant details

Figure 12.2 — Create Lead Form

Recommended Leads

The Recommended Leads tab shows leads from across the entire platform — not just your provider's own leads. These are shared leads that any provider can view and reach out to. This tab is read-only: you can view details but cannot edit, delete, or add leads here.

1. 1Click the Recommended Leads tab at the top of the Track Leads screen.
2. 2The tab loads platform-wide leads automatically on first open.
3. 3Browse the table — each row shows the lead's name, notes, and an external link if one has been provided.
4. 4Click the link icon in the Link column to open the lead's associated URL in a new tab.
5. 5Click View in the Actions column to open the full lead details drawer, including all contact information and notes.

13. Property Directory

The Property Directory allows home owners and providers to list and manage SDA (Specialist Disability Accommodation) and SIL (Supported Independent Living) properties. Listings are visible to participants browsing the Find a Home section of the platform.

Accessing My Properties

1. 1Click Properties (or My Properties) in the sidebar navigation.
2. 2The Properties screen loads your current listings with summary statistics at the top.
3. 3Use the Search bar, Status, Category, and Availability filters to narrow the list.
4. 4Click Add Property to create a new listing.
5. 5Click any property card to view or edit its full details.

Property Filters

Adding a Property

1. 1Click Add Property on the Properties screen.
2. 2The property form drawer opens. Fill in the property details:
3. 3Basic info — property name, category (SDA/SIL), and description.
4. 4Location — full address including street, suburb, state, and postcode.
5. 5Availability — mark whether the property currently has vacancies.
6. 6Status — set to Active to make the listing visible to participants on Find a Home.
7. 7Click Save to publish the listing.

Editing or Removing a Property

1. 1Click the property card you want to update.
2. 2Click the Edit button (pencil icon) to open the edit form.
3. 3Update any fields and click Save to apply changes.
4. 4To remove a listing, click Delete and confirm the prompt. This action cannot be undone.

Property Statistics

The top of the Properties screen displays summary counts across your portfolio:

• Total Properties — all listings regardless of status
• Active — currently live and visible to participants
• Available — active listings with current vacancies
• Under Review / Pending — listings awaiting approval or completion