How a Support Worker Messages a Client in Teiro
A support worker running late messages the client from the app, without either phone number changing hands. The channel is already open because she is rostered on, the client replies by plain SMS, and she checks in on arrival.
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Full transcript
The full text of the walkthrough above, for anyone who would rather read it or needs it in text form.
What this recording shows
This is a 30 second screen recording of a support worker messaging a client in Teiro, the care management platform used by Australian NDIS and aged care providers. It shows a support worker running twenty minutes behind for a 2:00pm visit, recorded on a phone in the real product.
How a support worker messages a client without sharing a phone number in Teiro
Teiro opens the channel to a client automatically the moment a support worker is rostered onto that client's visit, so no coordinator action is needed for the everyday case. A support worker cannot start a conversation with a client they are not assigned to, which keeps contact tied to the roster rather than to a saved number.
Where a support worker finds a client to message
A support worker's messages sit under My chats in the Teiro carer app, listing only clients tied to a current or recent visit, each row showing a status such as Next visit 2:00pm or Visit in progress. In this recording the client is already there because the support worker is rostered on, with no client search and no number to type.
How Teiro keeps a client's phone number out of the exchange
A support worker never sees or types a client's phone number. Teiro sends the message from one Australian platform number shared across the organisation rather than the support worker's own phone, and the client's real number stays masked even from the support worker who is messaging them.
What the client sees and how they reply
The client receives an ordinary SMS on their own phone, with nothing to install and no account to create. Teiro records every reply against the client's record automatically, and a client who texts STOP is opted out until they reply START, in line with how SMS opt-out works across Australia.
Why the messaging channel closes automatically
Teiro closes a messaging channel once the assignment that opened it ends, so a support worker never keeps a standing private line to a client. Scoping contact to the roster instead of to two phone numbers is what keeps every message reviewable by an NDIS or aged care organisation, rather than living only in a support worker's own phone.