How to Build a Support Plan with Tasks That Carers See on Shift in Teiro
A coordinator creates a support plan for a customer, adds tasks with their own days, time window and frequency, and makes the plan current. The carer then opens their shift and sees only the tasks that match it, and ticks one off.
Full transcript
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What this recording shows
This is an 86 second screen recording of a coordinator building a support plan in Teiro, the care management platform used by Australian NDIS and aged care providers, and then of a carer opening the shift that plan applies to. The coordinator part was recorded on a desktop browser and the carer part on a phone, in the Teiro carer app, on the real product.
Creating the plan
A support plan lives on the customer record, in the Support plan tab. When the customer has no plan yet, the tab says so and offers Create support plan. Creating a plan only needs the customer, with an optional review date, so it takes a few seconds. The new plan starts as a draft. A draft is not visible to carers, and the draft card says that carers have no plan to work from until it is made current.
Adding tasks
Opening the draft shows the care tasks section straight away, with no separate edit step, where a coordinator can add a task from the library or create a custom one. Each task has a name, a service type, optional instructions, and a setting for whether it is required. The WHEN section sets the days of the week, the visit time (any visit, morning, midday, evening or night, each with an adjustable from and until time) and how often the task repeats: every visit, once a day, weekly, fortnightly or monthly.
As each rule is set, a line headed Carers will see this task spells it out in plain words, for example personal care, Monday Wednesday Friday, 5:00am to 12:00pm, every visit. In this recording the plan gets three tasks: Help with shower, a required personal care task on Monday, Wednesday and Friday mornings; Prepare lunch, a domestic assistance task on weekdays around midday; and Check fridge stock, an optional personal care task that repeats weekly. Each task row in the plan shows its own rule and whether it is required or optional.
Making the plan current
Back on the draft, the coordinator chooses Make current. A confirmation explains what will change: carers will see the plan's tasks from now on, including shifts already under way, tasks already answered stay on their shift, and the plan they use now becomes a previous version. A draft that is not wanted can be discarded instead. Once confirmed, the plan is live and locked: a banner at the top of the plan says the plan is live and to revise it to make changes, so a coordinator cannot quietly edit a plan that carers are working from. The Support plan tab then shows a Current card saying that carers work from this plan, with the task count by service and a Revise plan button for starting a new version.
What the carer sees on shift
The carer opens today's service for that customer from their home screen. The Care tasks section reads two tasks for this service, from the support plan. Only the tasks that match the shift appear: the shower task and the weekly fridge check show, while Prepare lunch does not, because it belongs to domestic assistance and this is a personal care visit. Required tasks carry a marker and each task shows its instructions. The carer answers each task with Y, N or NA, and the counter updates, for example from 0 of 2 to 1 of 2 after the shower task is ticked.