The Teiro User Guide

Before you start

Five minutes of reading that will save you a lot of clicking.

Who this guide is for

Teiro is used by three groups of people, and they use very different parts of it. This guide is split the same way, so you can hand your team the part that applies to them.

Most people only ever need one part. If you are a small provider, one person may wear all three hats, and Teiro handles that: the menus you see are built from the roles you hold, so an owner who also does visits gets both the office screens and the carer screens in the same app.

The words Teiro uses

A few words mean something specific in Teiro. They are worth learning now because they appear on every screen.

Part A · The office

For coordinators and schedulers.

This part covers the whole office day: the people you support, the team who visit them, the roster that connects the two, and the records that prove it all happened.

• Best on a laptop or desktop
• Works on a phone too
• Sections A1 to A21

A1. Signing in

Go to your organisation's Teiro address in a browser. You can sign in in two ways, and either is fine.

1. With Google, Microsoft or Apple. Tap the button for whichever account your work email uses. You will not need a separate Teiro password.
2. With an email and password. Enter the email your organisation invited, then your password.

If you have forgotten your password, use Forgot password? and Teiro will email you a reset link. If you have never set one, because you were invited and signed in with Google the first time, keep using that button rather than setting a password.

Two-factor sign-in

Signing in with a password can be protected with a six digit code from an authenticator app (Google Authenticator, Microsoft Authenticator or Authy). It is off until you turn it on, and it only applies to password sign in: Google, Microsoft and Apple sign in are not asked for a Teiro code.

1. Open the Profile menu, then Security (under My Profile), and choose Set up.
2. Scan the code with your authenticator app. If you cannot scan it, type the key shown beside it into the app, then choose Continue.
3. Type the 6 digit code your app shows. Teiro then shows eight recovery codes. Each one signs you in once if you lose your phone, and they are shown only once, so save them somewhere safe such as a password manager. Tick I've saved my recovery codes and choose Done.

From then on, after you enter your email and password Teiro asks for Your code. Type the current 6 digit code and choose Verify, or choose Use a recovery code instead.

The Security screen shows when two-factor was turned on and how many recovery codes are left. From there you can Make new recovery codes or Turn off, each of which asks for a current code. If you lose your phone and your recovery codes, ask your organisation's administrator to reset two-factor for you.

A2. Your home screen

Home is a working screen, not a dashboard you glance at. It is built to answer one question: what needs me today?

Today's coverage

Four numbers for today: Total services, how many are Unassigned, how many are Confirmed, and how many are Completed. Each one is a button. Tapping Unassigned, for example, takes you to the board already filtered to the gaps, which is usually the first thing you want in the morning.

Below the numbers, two more tiles appear when there is something to look at. Care task concerns counts care tasks carers answered Declined by client or Not done (see A4). Plans due for review counts current support plans that are overdue or due within 30 days. Each tile opens the list behind it.

Activity

This is your to do list, and Teiro builds it for you. It has two tabs: To Action, which is only things that need a decision, and All, which is everything that has happened recently. Items you are likely to see:

Every row opens the thing it is talking about, so you can clear them one at a time rather than hunting.

My Workspace

Shortcuts to the lists you use most. Teiro starts you with a few, and Manage lets you add, remove and reorder them. Add the record types your job actually touches: if you handle incidents every week, put Incident Report here and stop navigating to it.

The Profile menu

The Profile tab at the bottom right is not just your account. It is where the rest of the app lives, in five groups: My Profile (My Details, My Permissions and Security), App Settings (App preferences), Organisation Settings (Org Settings and Invite Staff), Reports, and Support (this User Guide; chat with Teiro support from the headset button at the bottom right), with Sign Out at the end. If you cannot find a screen, look here first.

The green button

The round + button at the bottom left creates a new record. What it offers depends on where you are: on Home it is a general "new entry", and on the board it asks What would you like to add? (see A8).

A3. Finding anything

There are three ways to reach a record, and they suit different moments.

1. Search, the magnifying glass at the top right of Home, when you know the name. Type at least two characters. It searches across record types, so a client, a worker and a service can all come back in one list.
2. The People tab, when you want to browse. It has two tabs of its own, Customers and Workers, each with its own search box.
3. Lists, when you want everything of one kind. Every record type has a list, reachable from your workspace shortcuts or from the browse screen. Pin the ones you use to your workspace so they are one tap away.

A4. The client file

Open a client from People and you land on their file. This is the single most important screen in Teiro for office staff: everything about that person is on it, split across tabs: Detail, Medications, Contacts, Support plan, Risks, Comms, Notes, Documents, Funding and Schedule.

Detail

The facts about the person, grouped into sections you can scroll: identity, status, clinical, GP, specialist and pharmacy, contact, address, access, funding, cultural background, assignments and notes. It is worth filling in properly, because several of these fields do real work later:

• Access instructions and key safe code appear to the carer in their pre shift briefing, so they are not ringing you from the doorstep.
• Allergies and allergy severity appear as a banner on the medication screens. Medications are checked against the allergy list, and a medication Teiro cannot classify says so, so the carer checks the list themselves.
• Critical alerts are the things every carer must know before they start, such as blood thinners, seizures or where an advance care directive is kept. They appear first on the carer's Before you go in card.
• Pharmacy shows the client's pharmacy with its phone number and address, so anyone on shift can call it.
• Funding type decides which funding fields appear. For NDIS that includes the plan management type and plan dates; there are also fields for the Medicare number, Medicare IRN and card expiry, and for Department of Veterans' Affairs (DVA) clients.
• Care partner is the coordinator who is told when a carer reports a risk, and the default owner of that risk.
• Address drives travel distance and the geographic check when a carer checks in.
• Carer preferences, at the bottom, holds this client's preferred carers and any carers who must not be sent. Exclusions are enforced when you assign, not just advisory.

Phone numbers are masked by default and revealed with the eye icon, which keeps a client's number off a shared screen.

To change anything, use the pencil button at the bottom left. The paper plane at the top right starts a message to the client, and the ... menu holds the less common actions.

Schedule

Everything booked for this client, a week at a time, with the carer's name and the status of each visit. Use the arrows to move week by week, and the button at the bottom left to add a service for this client without going to the board.

Notes

Every note written about this client, filtered how you like: a date range or a preset, a particular carer, and a note type. The counts on the chips are live, so you can see at a glance that there are, say, two progress notes and no clinical ones this month. Export produces a file of exactly what you have filtered, which is what you want when a family or an auditor asks for a client's record.

Medications

The client's medication chart, covered properly in B6 because carers use it most. On the Administer tab each dose carries a status pill: Due, Late, give now (past its time but still inside its window) or Overdue, check first (past its window, so call your coordinator or registered nurse before giving it). A medication Teiro could not check against the allergy list shows a warning under its name. From the office, the four tabs are: Administer for today, Med List for the standing orders, Webster Packs for packs from the pharmacy, and Monthly MAR for the signed record of the month.

Support plan

What matters to this client, and the list of tasks their carers should do on their shifts. Choose Create support plan and it starts as a draft that carers cannot see, so you can build it at your own pace. Add a task for each thing carers should do, with a short label and instructions. A task can be limited to a service type, to certain days of the week, and to a time window, and you set how often it comes up: every visit, once a day, weekly, fortnightly or monthly. Mark it required or optional. A line under each task, Carers will see this task, describes the rule in plain English, so read it back before you save.

The plan has three written sections: About me (who they are, what matters and how they like to be supported), Goals (one per line, with a target date if they have one) and Preferences and routines. Carers see About me and Preferences and routines in the pre shift briefing. Allergies, Critical alerts (in the Clinical section), access instructions and the emergency contact stay on the client record, so a change reaches the carer's next shift without a new version of the plan. Carers see these first, on the Before you go in card.

The Agreement section records who agreed to the plan (the person, or a representative with their name and relationship), how (signed on device, signed copy uploaded, verbal agreement, or agreed but declined to sign) and the date. A new plan's review date starts 12 months out.

When the plan is ready, choose Make current. Teiro asks for the agreement and a review date in the future. If the plan replaces a current one, you also choose a reason for the version: scheduled review, incident, hospital discharge, change in needs, client request or other. Carers now see each task on the shifts it matches. A live plan is locked. To change it, choose Revise plan, which copies it into a new draft with the reason and agreement blank, because every version is agreed in its own right; make your changes, record the agreement and choose Make current again. The plan it replaces is kept as a previous version, which you can open but not edit. A shift that has started keeps the plan that was current when the carer checked in. Drafts you no longer need can be discarded. Admins, coordinators and schedulers can create and change plans; team leaders can read them.

If a current plan is still right at its review date, choose Record review. It stamps the review and sets the next review date without a new version, a new agreement or a new read by carers. The Plans due for review report (under Reports) lists current plans that are overdue or due within 30 days, with a matching count on Home. Each carer taps I've read this on a new version, and the plan's Read by list shows who and when. From the three dot menu on a current or previous version, Export PDF produces a copy for audit.

When a carer answers a required task Declined by client or Not done, a Care task concerns tile appears on Home with the count. Open it to see the client, task, outcome and reason, then choose View visit or Escalate to incident. The Care task outcomes report (under Reports) lists every recorded outcome over a date range, optionally for one client, with the plan version in force, and exports to CSV.

Risks

The client's risk register: things that could hurt them or the people supporting them, such as a loose step, a dog in the yard or a falls risk. Each row shows a coloured badge (New: needs assessment, or the residual rating from Low to Extreme once assessed), the category, the owner, and a review date, with Review overdue in red when the date has passed. Tap a row to open it, or Add Risk to record one yourself.

Carers can report a risk from a shift (see B5). It arrives here as New: needs assessment, owned by the client's care partner, who is notified. Assessing it sets its rating, controls and review date. Assessed risks show on the carer's Before you go in card as hazards on that client's shifts. The count of risks waiting for you also appears on Home as N risks need attention.

Contacts

Family, guardians, emergency contacts and anyone else who matters. Add them here rather than burying a phone number in a note. Each contact shows whether they are authorised to receive information about the client (Not authorised until you say otherwise). Choose Sharing & authority on a contact to record who we may share information with and any authority on file, such as power of attorney, with an expiry warning when it is close.

Documents

Files attached to this client: plans, assessments, consent forms, letters. Drag a file onto the tab or tap to browse. Teiro accepts JPG, PNG, HEIC, GIF, PDF and MP4 up to 50 MB each.

Funding

The client's service agreements and how much of each budget has been used. The agreement card shows the period, the total budget, whether a plan manager is involved, and the support categories with their hourly rates. Below it, a bar per support category shows what has been delivered against what was agreed.

Comms

Day of contact conversations for this client: the message threads between the client and whoever is visiting them. Threads open automatically when a carer is assigned and close afterwards, which is the point. See A17.

A5. Adding a client

1. Go to People, stay on the Customers tab.
2. Tap the green + button at the bottom left.
3. Fill in at least a first and last name. Everything else can follow.
4. Save, then open the new file and add the things that make visits work: address, phone, access instructions, and any allergies.

A6. Your team

A member of your team exists twice in Teiro, and it helps to know why:

• A user is a login. It carries their roles, which decide what they can see and do.
• A worker is a record about the person: their job title, documents, availability and schedule. This is what appears on the board.

Inviting someone creates the login. Their worker record is what you fill in afterwards.

• Detail: job title, employment details and identification documents.
• Documents: certificates, checks and anything with an expiry date worth tracking.
• Schedule: what this worker is rostered on, week by week.
• Availability: the hours they are willing to work. The assignment screen uses this to tell you who is actually free.

To invite someone, open the Profile menu at the bottom right, choose Invite Staff, enter their details and pick a role. Roles are covered in C6.

A7. The schedule board

The board is where the roster lives. Each row is a carer, each block is a service, and time runs left to right.

Across the top you have:

• The date, with arrows either side and a Today shortcut. Tapping the date opens a date picker. Underneath it, a count: how many services that day and how many are done.
• Calendar or Roster. Calendar is the timeline you see above. Roster is meant to show the same day as a readable list per carer, which is easier to scan on a phone. At the moment it can show "No staff rostered today" even when services exist, so use Calendar until that is fixed (see Worth knowing).
• Day or Week. Week view shows seven days at once, which is how you spot a pattern of gaps.
• Everybody, a filter for narrowing the lanes down to a team or an individual.
• Search lanes, for finding one carer quickly when you have forty.

Service blocks are coloured by status, and the ... on a block opens its quick actions. Tapping a block opens the full service.

A8. Booking a service

1. On the board, tap the green + button. Teiro asks What would you like to add?
2. Choose Service for a client visit. Under Other are Training, Booking and Leave, with More for the rest. These take a carer's time without being a client visit, and they appear on the board so you can see why someone is unavailable.
3. Fill in the form. To make it repeat, use Repeat (see A9).
4. Save.

The fields that matter:

Short services

If your administrator has turned on Flag short services (see C4), a service shorter than the organisation's minimum shows a warning and a Reason for the shorter service: Short task by design, Client asked for less time, Worker joins part of a longer service, or Other. You must pick a reason to save, and payroll sees the service flagged. Nothing is blocked.

A9. Recurring services

Most care is a pattern, not a one off. There is no separate recurring form: set Repeat inside New Service and Teiro creates the visits.

1. Set the date, start and end time.
2. Under Repeat, choose Daily, Weekly, Fortnightly or Monthly. For weekly and fortnightly, tick the days under On (Mon to Sun).
3. Under Ends, choose Never for an ongoing arrangement, or On date and pick the last day.
4. Read the summary sentence, for example "Every Thursday, 9:00 to 10:00, no end date". It spells out what you are about to create.
5. Fill in the client, worker and category as usual, then choose Create repeating Service.

Monthly repeats on the same day of the month as the first service. If a month does not have that day, such as the 31st, Teiro tells you that month is skipped.

A repeating service cannot be offered to the team from the form: Offers are for single services, so set Repeat to Does not repeat if you want to offer it. Once created, a visit generated from a series shows a small repeat marker, and opening one gives you Manage series so you can change or cancel the whole pattern rather than every occurrence.

A10. Assigning a carer

Open the service and tap Assign Worker. The panel that slides in tells you who can actually do it.

The panel summarises the service at the top, then lists your workers. Each is labelled: Available, or Unavailable with a reason such as "Not available", meaning their stated availability does not cover that time.

Underneath the list is Offer to team, for when you would rather ask than decide.

A11. Offering a shift to the team

Instead of ringing five people, offer the shift and let the app do it. From the Assign Worker panel, tap Offer to team.

Who gets this offer

Under the choices, an audience preview tells you how many people will actually receive it, and warns you when that number is too small to be worth sending. Take the warning seriously: a narrow offer that nobody answers costs you an hour.

How it resolves

• First to accept gives the shift to whoever answers first. Fastest, and right for most cover.
• I'll choose collects the responses and lets you pick. Right when the client is complex or the responses need weighing.

Teiro sets a closing time automatically, shown on the sheet, and closes the offer early as soon as it is filled. Offers that are still open appear on your Home screen under Activity so they do not get forgotten.

A12. Telling people about changes

When you change the roster, the people affected need to know. Teiro batches this rather than sending a message on every keystroke.

A pill appears at the top of the board reading, for example, 11 unnotified changes. Tap it to see exactly what is queued and who it affects.

Leave it alone and the changes go out on their own within five minutes, which is what you want while you are still moving things around. Tap Notify all now when you have finished and want people told immediately.

A13. Watching the day

Once the roster is set, the job becomes noticing when reality does not match it. Teiro raises three things, all of which land in Activity on your Home screen.

All three start from the same place: the service itself. Opening a service from the board gives you its whole story, including the check in history and any notes written against it.

Adding a one-off task to a service

The Care Tasks section on a service shows the tasks from the client's support plan that apply to it. If something needs doing on this service only, choose Add task for this service. You can do this from the service record, or from the side panel when you click the service on the board. Type the task (up to 80 characters), add instructions if the carer needs them, and leave Required on if the carer is expected to answer it (they are warned at check-out if it is unanswered, but are not stopped). Carers answer it with the same five outcomes as plan tasks, and the answer shows in the Care task outcomes report. The task appears at the top of the carer's list tagged This service only. It does not change the support plan, and it works even if the client has no plan.

Use the three dot menu on the task to Edit task or Remove task. Once a carer has answered it, it is locked and cannot be changed. On a repeating service, the task is added to that one service only, not to the rest of the series. You cannot add tasks to a service that is completed or cancelled.

Attendance exceptions

A visit that did not start or finish as booked: a late arrival, an early finish, or a carer who has not checked out. Open the exception to see what happened and put it right.

Client not home

When a carer arrives and cannot get in, they report it from their phone in two taps, choosing a reason and adding a note for you. That raises an alert to the office straight away rather than sitting in a text message on somebody's personal phone. The carer's side of this is in B7.

Services with no note

Completed visits that nobody wrote up. This is the one that quietly becomes an audit problem, so it is counted separately and shown on the notes review screen. See A15.

A14. Verifying services

Verification is the check after a visit that says: this happened, as booked, and here is the evidence. It is what releases a visit for billing, so a backlog here becomes a cash flow problem.

Reach it from Activity on Home, or from the pending verifications screen. The tabs are All, Pending, Overdue and Escalated, and the counter at the top tells you how many of each.

Normally the carer completes the checklist on their phone at the end of the visit. When they cannot, or did not, you have Override, which lets a coordinator complete the verification instead. An override is recorded as an override, with who did it and why, so the record still tells the truth.

A15. Notes

Notes are the written record of care. They are written mostly by carers, on their phones, against a service. The office's job is to review them.

The review screen groups notes into four blocks:

• Needs follow up: a carer ticked "follow up" when writing. These are asking you for something. Mark handled when you have dealt with it.
• Clinical notes: notes marked clinical, which are restricted to clinical staff.
• Services with no note: completed visits with nothing written. Each row tells you how long ago it was completed.
• Everything else: the routine ones, for when you want to read the week.

Use the period buttons at the top, Today through Last 30 days, to set how far back you are looking.

A16. Incidents

An incident report can be raised by a carer from the visit they are on, or by the office from the incident list. Either way it lands in the same place. A new report always starts as Submitted, whoever raised it.

The report itself captures the facts: type, date and time, location, who was involved, whether anyone was hurt, the description and the immediate actions taken. It is linked to the client and to the shift it happened on, so the context is never lost. Carers fill in a short version of this form and are not asked for a severity or whether the incident is reportable. Those are the reviewer's decisions, and they appear on the full form you see here.

Each new report is assigned to a reviewer. By default this is the client's care partner, if they can review incidents, and the care partner and everyone who can review incidents gets a notification in their inbox. If the client has no care partner, or the care partner cannot review incidents, was one of the staff involved, or the carer ticked I'm worried someone is being harmed or abused, no reviewer is assigned. The people who can review incidents are told it needs a reviewer (a harm concern is labelled Safeguarding concern), and one of them assigns it. A carer cannot choose or change the reviewer, change the status, or edit the report once it is sent. They can add notes.

The Review section at the top is the office's work:

• Start Review moves it from Submitted to being looked at, and records who is reviewing. You must set the severity and whether it is reportable to a regulator first. Teiro will not start the review without both.
• Reportable to a regulator (Yes or No). Choose Yes and you get fields for the Commission reference and Notified At, the date and time you notified the regulator, with a Mark Notified button.
• Review notes, corrective actions and an outcome, which is what closes the loop. Close Incident closes it once the outcome is filled in.

Choose No and the notification fields disappear: there is nothing to notify, and the section leads with Close Incident. Because a "not reportable" decision is one an auditor will ask about, Teiro reminds you under the outcome to include why this incident isn't reportable in Review Notes.

A17. Messaging

Teiro has two kinds of messaging and they behave very differently on purpose.

Team messages

Announcements to your staff, from the office. They appear in everyone's Inbox under a Team heading, and Teiro counts how many people have acknowledged each one. That count is the useful part: "0 of 18 acknowledged" is an answer to "did everyone see the policy change?".

Day of contact messages

Messages between a client and the carer who is visiting them, tied to a specific visit rather than an open ended chat. A thread opens when a carer is assigned and closes afterwards. You can see every thread from the client's Comms tab, open or closed, and read what was said.

Your Inbox

The screen is titled Comms (the tab at the bottom is still called Inbox).

The Inbox tab holds both, plus approvals. Tabs across the top split it into Chats, All and Approvals.

A18. Leave and travel

Leave

Carers request leave from the app. Requests arrive for approval, and approved leave appears on the board so you can see, while you are rostering, that someone is away. Leave requests have their own list, so you can see what is pending and what has been approved.

Travel approvals

Where carers log kilometres, the office approves them. The travel approvals screen filters by Pending or All, and by This week or This pay period, and totals the trips and kilometres so you can approve a batch rather than one at a time.

A19. How billing works

The question we hear most is some version of "does picking a service create the billing code?". It does not. A service does not carry a billing code. The client's service agreement line does. Booking a service records what was delivered. The billing code and the price come later, when a billing run matches that delivery to the agreement.

1. The delivered service

When you book a service you choose its category, such as Daily Activities or Community Access (see A8). That category is the only billing information a service holds. Once the visit is delivered and verified, it is ready to bill, but nothing about it says which support item to claim or at what price.

2. The service agreement line

The billing detail lives on the client's service agreement, which you set up from the client's Funding tab. Each line on the agreement has a support category, a support item (the NDIS code and its name, picked from the catalogue) and a rate. Picking a support item fills in its price, and you can change the rate to what you have agreed with the client. The banner at the top of the form says the same thing in one sentence.

For a billing run to use it, the agreement must be Active and its plan dates must cover the date of the service. Once saved, the Funding tab shows each category with its rate, and a budget bar per line that fills as services are billed against it.

3. The billing run reconciles the two

A billing run is where a service meets its agreement line. For each service, Teiro looks for the client's active agreement covering that date, then for the line whose category matches the service's category. When it finds one, the billing line takes that line's support item code and rate, and the amount is the hours multiplied by the rate.

A few things worth knowing about the match:

• The day and time can change the code. The agreement line sets the family of support item; the day and time of the service pick the variant. One of Margaret's visits fell on a public holiday and was claimed under the public holiday code, 01_012_0107_1_1, at the rate on her agreement line.
• No agreement, no code. A client with no active agreement for that date gets a No service agreement hold. A service whose category has no matching line on the agreement is held too. Fix the agreement, then tap Recheck on the line.
• The New Billing Run list shows no codes yet. When you pick services for a run, the support item and amount columns are blank for every service, even ones that will match. The match happens when you create the run.
• Holds are not only about agreements. If your organisation requires check in and check out, a service with no check in record is held as No attendance evidence before Teiro even looks at the agreement.

4. The claim

Once every hold is resolved, the clean lines move on to By Recipient, grouped by who is paying: the agency portal, a plan manager, or the client. That is where you produce and send each claim or invoice, and Reconciliation is where payments are matched back. A20 walks through each stage.

A20. Billing

Billing in Teiro is a run, not a button. You gather the delivered services for a period, check the lines, produce the outputs for whoever is paying, and then reconcile what actually came in.

The billing hub

Four tiles tell you where you stand: Ready to Bill for the current period, Held from previous runs, Submitted and awaiting payment, and Paid this month. Below them, every run you have ever done, with its period, line count, value and status.

Creating a run

1. Set the service period and tap Apply. Teiro shows you the completed services in that period that are not already on a run.
2. Review the list, then Select all or tick the ones you want.
3. Tap Create billing run.

Working a run

A run has three stages, shown as tabs, and you move through them in order.

1. Lines. Every billable line, with its status. The counters at the top break the run into holds, warnings and clean. Sort by Exceptions first and work the problems, then continue.
2. By Recipient. The same lines grouped by who is being billed: the agency portal, a plan manager, or the client themselves. Each group is an output you draft, review and send.
3. Reconciliation. After you have sent, this is where payments are matched back. Import payment report for a file from the payer, or Match payment manually for one off payments. Claims are tracked as submitted, paid, rejected or held.

Participants

The Participants tab of the hub is the per client view of billing: what each person has had delivered and what has been claimed for them. Use it when a client or a plan manager queries an invoice.

A21. Reports

Reports live behind the Profile menu, under Reports. They are grouped into operations, finance and compliance. Reports on the export list (Shifts delivered, Services without a note, Incident Register, Qualification Compliance and Travel Log) can be taken out as a file, or emailed on a schedule, as described below.

Each report works the same way: set the filters, tap Run Report, read the summary tiles, then Export if you need it out of the app.

Exporting a report

Tap Export in the report header (on the web app, for admins and schedulers). Choose CSV, XLSX (Excel) or PDF, the date range, and check the filters shown. Teiro counts the rows before it builds the file. The limits are 1,000 rows for CSV and Excel, 100 for PDF, and 10 exports per person per day. Exported files are deleted after 28 days.

Use Moving window for anything you repeat: today, yesterday, this or last week, this or last month, this or last quarter, financial year to date (from 1 July) and the BAS quarter. Teiro shows the dates it means today under the picker, so you can check before you export.

For example, to check worker mileage, open Travel Log, choose Last month, filter to a worker if you like, export to Excel and compare the total with their invoice.

Report rules: email a report on a schedule or when something happens

Under Reports, Report rules lets you set up an email in one sentence: when (a schedule, or an event), send (a report), to (recipients). For example, every Friday at 5pm, send Shifts delivered to your bookkeeper. Or, when an incident is raised, send the Incident Register entry to the manager on call. The events available are an incident is raised and a service has not started 5, 10, 15, 30 or 60 minutes after its start time.

Choose New report rule and pick a starting point: last week's delivered shifts each Friday, expiring credentials each month, services without a note each Monday, an incident raised, a service not started, or a blank rule. The builder reads back what you have set as a sentence, with a preview of the email.

• Admins and schedulers can create rules. Up to 10 rules per organisation and 5 recipients per rule.
• By default the email carries a secure link that expires in 24 hours. Only an admin can switch on Attach the file to the email, after an acknowledgement that is recorded with their name and the date.
• Emails about incidents carry the severity, the time and at most initials, plus the link. No client name, no narrative.
• A rule runs with its owner's permissions. If the owner loses access it is Suspended. Rules expire after 12 months unless renewed.
• Run history on each rule shows what was sent, to whom, and whether it was delivered.

Part B · The carer app

For support workers, on a phone.

This is the part to hand to your field staff. It is short on purpose. A carer needs six things: see the shift, get in, do the work, record it, get out, and tell someone if something went wrong.

• Written for a phone
• Keeps working without signal
• Sections B1 to B12

B1. Getting in

Install Teiro from the App Store or Google Play, or open it in your phone's browser. Sign in with the email your organisation invited, using Google, Microsoft or Apple if that is the account your work email uses, or with a password.

You only sign in once. The app keeps you signed in. If you have turned on two-factor sign in (Profile, then Security), a password sign in also asks for the 6 digit code from your authenticator app. See A1.

B2. Your day

Home tells you, from the top:

• First shift, last shift, how many today. The shape of your day in one line.
• My Shifts Today. Each shift with its time, the client and its status. Tap one to open it.
• Open shifts near you. Extra work going spare. See B10.
• Activity. Your To do list: anything waiting on you, such as a visit you finished without completing the checklist.
• Add a profile photo. Until you have one, Home offers Add photo, so colleagues can recognise you on shifts.

The Schedule tab at the bottom shows your whole roster rather than just today.

B3. Opening a shift

Tap a shift and it opens as a card with everything you need for that visit.

From the top:

• Before you go in. What you need to know before you knock: allergies (or "Allergies not recorded. Check with the office."), critical alerts, hazards the office has recorded for this client's home (with their rating and what to do about them), how to get in, and any plan you have not read yet, with an I've read this button. It never stops you checking in. The client's emergency contact is also on the shift, and the number is tappable.
• Pre shift briefing. The client's About me and Preferences and routines from their current support plan, then previous notes.
• Medications. What is due this visit, if anything. Covered in B6.
• Care tasks. The tasks from this client's support plan that apply to this shift, plus any task the office has added for this service only. If it says no support plan on file, there is nothing set for you from a plan and you work to your usual instructions.
• The details. Time, client, category, address.
• Notes. Including the note from the previous visit, so you start knowing what happened last time.
• The buttons at the bottom. Check In, and Client not home?.

B4. Checking in

When you arrive, open the shift and tap Check In.

Three things happen. An ON SHIFT banner appears at the top of every screen with a live timer, so you always know you are on the clock. The shift moves to In Progress. And the time and place of your check in are recorded on the visit.

Your location is used at check in to confirm you are where the visit is. If you are somewhere unexpected, that is recorded too, and the office sees it as an attendance exception rather than a silent problem.

B5. During the visit

Care tasks

If the client has a support plan, the tasks that apply to this shift are listed on it. You will not see every task in the plan, only the ones that match this shift's service type, day and time, and how often the task should come up. Answer each one as you go with one of five outcomes: Done (one tap, nothing else to fill in), Partly done, Declined by client, Not done or Not applicable today. For anything other than Done, choose it from the task's sheet and write a short reason; it will not save without one. Declined by client is the client's choice, so record what they said. You can change your own answers until you check out, and then the list is locked.

Required tasks are marked. If one is still unanswered when you check out, you will be warned, but you can still check out. If you answered a required task Declined by client or Not done, the office sees it the same day as a care task concern and can follow it up. A weekly task that is missed does not carry over to a later shift. A shift that has started keeps the plan that was current when you checked in.

The office can also add a task to a single service. It sits at the top of your list with a This service only tag, and you answer it the same way, with the same five outcomes. You cannot add, edit or remove tasks yourself. If something looks wrong, choose Suggest a change to these tasks under the task list, type what you would change and choose Send to coordinator.

Reporting a risk

If you notice something that could hurt the client or whoever supports them, such as a loose step, a dog in the yard or a worn mat, tap the shield button in the bar above Check In and choose Report a risk. The client is already filled in. Say what you noticed (required), where, and what you did, add a photo if it helps, and tick This is about the home or surroundings for a hazard in or around the home. Send goes to the client's care partner, named on the button. View filed shows the risks already reported for this client. The office assesses it, and once they have, it appears under hazards on the next carer's Before you go in card.

Logging a disrupted night

On a sleepover or active night shift, a bed button appears in the same bar. Tap it and choose Log Disruption (View filed lists the ones already logged). If you do not see it, the shift has not been marked as overnight, so tell your coordinator rather than logging it somewhere else. Log each wake-up as its own entry, not a total for the night. Set When (the date and start time), pick how long it lasted (10, 15, 20, 30, 45 or 60 minutes, or Other), and choose a Reason: toileting or continence, could not settle, repositioning or comfort, medication or pain relief, behaviour or distress, equipment or alarm, seizure, fall, injury or acute illness, or other. Add who you contacted under Escalated To if anyone, and a note (required for Other), then Save. A count appears on the bed button for the entries logged on that shift. You do not need to work out what the time is worth: that is decided when the office and payroll review it.

Writing a note

Tap Add a note... at the bottom of the shift. The composer knows which visit you are on, so you do not have to say.

• Choose the type of note. Progress is the everyday one.
• For: confirms which visit the note belongs to.
• No concerns is the quick path for a visit where nothing needs saying.
• Follow up flags the note for the office. Use it when you need someone to do something.
• Post note saves it to the client's record.

You can attach a photo to a note, which is how you record a wound, a hazard or a piece of equipment. The photo is stored against the note on the client's record, where the office can see it.

Reporting an incident

If something goes wrong, raise it from the visit you are on, using the incident button on the shift. Reporting from the visit means the client, the time and the shift are filled in for you, and the office sees it immediately. Write what happened, when and where, who was involved, whether anyone was hurt, and what you did straight away. You do not choose a severity or decide whether it is reportable: the office does that when they review it.

If you are worried that someone is being harmed or abused, turn on I'm worried someone is being harmed or abused near the end of the form. The report then goes to the people who review incidents rather than to the client's usual reviewer. Once you tap Send the report shows as Submitted. You cannot edit it after that, but you can add a note to it.

B6. Medications

If the client has medications due on your visit, they are on the shift card, with a counter such as 0 of 4 done.

The section is split into:

• Due this service. What is due now. A Webster pack pocket covers several medications at once and is signed as a pocket.
• PRN, as needed. Medications given only if needed, each showing whether it has been given today and what it is for.
• Other medications for this client. The rest of the chart, for reference.

The client's allergies are shown as a banner above the list. Read it.

Recording what you gave

1. Tap each medication you are giving. Selected ones are counted at the bottom of the screen.
2. Tap Administer.
3. Record the outcome, and sign.

When a dose is late

A dose that is late but still inside its window shows Late. You can still give it now. Record it as normal.

A dose that is past its window shows This dose is overdue. It is too late to give it without checking first. Call your coordinator or registered nurse before you give it. If your organisation has set a contact, their name is shown with a Call button. Then record what happened:

• Given, I was told to give it. Enter who told you, with their name and role. You cannot save it as given without this.
• Not given. Enter who you spoke to, or leave it blank if nobody could be reached.
• Refused. Record it as you normally would.

When you save Given or Not given on an overdue dose, Teiro starts a medication incident for you and your coordinator is told. You do not need to fill in a report, and you can add a note to it. A refused dose, a dose that was late but inside its window, and a PRN dose do not start an incident. If a Webster pocket is overdue, call your coordinator first, then record the whole pocket as given on their direction, or not given. A medication incident is started automatically.

Everything you record appears on the client's monthly chart in the office, marked as given, refused, missed, withheld, self administered, absent, not supplied or overdue.

B7. If nobody answers

Do not stand there texting the office. Tap Client not home? on the shift.

1. Say what happened: Client not home, Access denied, Emergency, or Other.
2. Add a note for the coordinator if there is anything they need to know.
3. Tap Next and follow the second step.

This raises an alert to the office straight away, and records the attempt on the visit, which matters both for the client's safety and for whether the visit can be claimed.

B8. Finishing the visit

Tap Check Out. Teiro asks how you want to finish.

• Complete now takes you straight into the short checklist that closes the visit off.
• Finish later checks you out but leaves the paperwork. A reminder appears on your Home screen so it does not get forgotten.

The verification checklist

The checklist is the last step. It confirms the visit happened as booked. Answer the required items, add notes if there is anything to say, then Submit checklist. If nothing needs flagging, No concerns, mark all complete does it in one tap.

What is on your checklist depends on your organisation. If nothing has been configured, you will only see the notes field and the one tap option.

B9. Travel

Each shift has a Travel tab where you log kilometres for that visit. Logged travel goes to the office for approval, and totals up over the pay period.

B10. Picking up extra shifts

When the office cannot fill a shift, they offer it to the team. Offers appear on your Home screen under Open shifts near you, and all of them together under Open shifts.

Each offer shows the date, time, suburb and anything the shift requires. A badge tells you how it will be decided: Coordinator picks means the office chooses from everyone who responds, otherwise the first person to accept gets it. Closing now means it is about to expire.

You will not see the client's clinical notes or full plan on an offer. Those are shared once you are actually rostered on.

B11. Messages

The Inbox tab opens a screen titled Comms, with two tabs, Chats and All. It holds:

• Client messages, conversations about a visit you are on or have just done. These open when you are assigned and close afterwards, so you will not have an open ended chat thread with a client. When there are none, it reads "No active conversations".
• Team announcements from the office. Some ask you to acknowledge them, and the office can see who has.

B12. Handbooks

Handbooks, from your Profile menu, is where your organisation publishes policies, procedures and reference material. If it is empty, nothing has been published yet.

Your Profile menu also holds My Details, My Permissions (what your role lets you do), App preferences, a link to this User Guide, and Sign Out.

Part C · Administration

For owners and administrators.

The settings in this part are set once, early, and then rarely touched. Getting them right at the start saves a great deal of correcting later.

• Requires an admin role
• Sections C1 to C10

C1. Organisation settings

Open the Profile menu at the bottom right, then Org Settings. Everything in this part lives on that screen or one tap from it.

The screen has two halves. At the top, links out to Branding, Billing, My Permissions, Entity Types, Competency Types, Terminology and Handbooks. Competency Types is the library that workers' qualifications and screening checks are added from. Below, your team and the settings that change how the app behaves for everybody. At the very bottom is a seats panel (see C6).

C2. Branding

Your logo and organisation name, which appear in the app for your staff. Upload a PNG or JPG. Your name also appears under the greeting on everyone's home screen, so staff who work for more than one provider always know which one they are looking at.

C3. Terminology

Teiro's default words are Customer, Service, Engagement and Assignee. If your organisation says something else, change it here and the whole app follows: menus, buttons, headings and empty states.

Set both the singular and the plural, because the app uses both. Reset all to defaults puts everything back if you change your mind.

C4. Roster and visit rules

Four settings on the Organisation Settings screen change how everyone works. They are worth a deliberate decision each.

C5. Complaints timeframes

Set how many business days you allow yourself to acknowledge a complaint. Weekends and public holidays are skipped, and 0 means acknowledge immediately. You can set a shorter timeframe for complaints flagged as an allegation against a worker's conduct.

Choose your public holiday region so the business day calculation uses the right calendar. You can pick a state or National only.

C6. People and access

Inviting someone

1. Profile menu, then Invite Staff.
2. Enter their name and the email address they will sign in with.
3. Pick a role.
4. Send invite. They receive an email with a link.

Until they accept, they show as Invited and you can Resend invite from the team list.

Managing the team

The team list shows everyone, their role, and whether they have signed in yet. Edit changes a person's role, which changes what they can see immediately.

Roles

When you invite someone you choose one of four roles. After that, the Edit link beside a person on the team list opens their access, with five switches you can combine.

Give full access turns all five on, and the team list then reads Full access. Turning every switch off warns you before it removes all of someone's access, and you cannot remove the last admin.

There is also a Team leader role in Teiro's permission model: a team leader can read support plans, review incidents and see operational reports. It is not one of the choices on the invite form or the access sheet.

People can hold more than one role, and that is normal in a small provider: an owner who also does visits holds Admin and Carer. Anyone can check what their own role allows under My Permissions.

Seats and what they cost

Every person you invite takes a seat. The first 5 seats are free and each seat after that is $9 per user per month. The invite form says so before you send, and the panel at the bottom of Organisation Settings shows the running total, for example 18 seats in use, 5 free, 13 paid at $9 each, $117 per month.

C7. Record types and forms

Almost everything in Teiro is a record of some type: clients, workers, services, notes, incidents, leave requests, competencies, and around fifty more. Entity Types is where you see them and add your own.

Each type lists how many fields it has and which capabilities it carries. The capabilities are what make a record type behave a certain way:

You can create your own type when your organisation records something Teiro does not have out of the box, add fields to it, and give it the capabilities it needs. A new type appears in browse and can be pinned to anyone's workspace.

C8. Billing setup

Billing from Organisation Settings holds the details that appear on what you send out, and the rules for claiming.

While your organisation is on a free trial, admins see a strip across the top of the app counting down to the end of the trial, with an Add a card link that opens a secure page in your browser to save a card. Until the last day you can dismiss it until tomorrow. If the trial ends without a card the account is paused, the strip changes to say so, and it stays until you add one. Your data is kept. Your first 5 seats are free.

• Require service agreement coverage for all claimable services. With this on, a service cannot be claimed unless it sits under an agreement that covers it. It is the single most effective way to stop unclaimable work.
• Billing details: ABN, address, contact email, bank account, and your invoice payment terms in days. These appear on invoices.
• NDIS registration number and provider name, used on claim outputs.

C9. The audit log

Every change to every record, with who made it, when, and how many fields changed. Filter by date range, event type and record type, and export what you filtered.

Use it for exactly two things: answering an audit, and settling a disagreement about what a record used to say.

C10. Product tours

New users get a short guided walkthrough the first time they open a screen. App preferences, from the Profile menu, controls it: Show product tours turns the walkthroughs off for people who do not want them, and Replay product tours brings them back, which is useful when you are training someone.

Appendix

Reference, and a few honest notes.

Service statuses

A service moves through these as the day happens. The colour of a block on the board follows the status.

Who sees what

The table covers the four roles you choose when you invite someone. A Billing Admin (see C6) can also run billing and claims without being an Admin.

Worth knowing

A short, honest list of things that will otherwise waste your time.

• Roster view can look empty. On the board, Roster should list each carer's day, but at the moment it can say "No staff rostered today" even when services exist. Use Calendar or Week until this is fixed.
• The verification checklist is empty until someone configures it. Out of the box the closing checklist has no required items, so carers see only a notes field and a one tap complete. That is fine, but it is not a checklist until you set one up.
• Handbooks start empty. Nothing is published until an administrator uploads it, and carers see an empty state until then.
• Client messaging depends on setup. Day of contact threads exist in the app as soon as a carer is assigned. Whether a message also reaches the client's phone by SMS depends on your organisation's messaging configuration.
• A client without an active agreement cannot be claimed. Their services still go onto a billing run, but held as "No service agreement" with no support item and $0.00. Add or activate the agreement on the client's Funding tab, then Recheck the line.
• Support at Home and Home Care Package contributions are not billed yet. You can record a client's funding type, classification and contribution rates, but billing does not read them yet. See A19.

Getting help

• The headset button at the bottom right of the app opens a chat with Teiro support.
• Quick tips for Home, Lists and Schedule are in Profile, App preferences.
• Your administrator is the right first stop for anything about access, roles, or settings, because most "I cannot see X" questions are a role rather than a fault.
• The version number on the sign in screen is worth quoting when you report a problem.

Teiro User Guide, version 1.4.8. Screenshots were taken from the running application, so what you see here is what the app does.