How can we help?

1. Download Careli from the App Store or Google Play and open the app.
2. Enter the work email and password that were set up for your account.
3. Tap Sign in. You will land on your home screen or dashboard.

If you have forgotten your password, tap Forgot password on the sign-in screen and follow the email link to set a new one.

Careli has three roles, and each one sees a different version of the app built around what that person actually does:

• Coordinator Runs intake and oversight. Creates participants, assigns them to providers, sees the whole organisation, and runs reports. Read-only on rosters.
• Provider Runs delivery. Adds their own participants, builds support schedules, creates shifts and assigns workers for the participants assigned to them.
• Support worker Works the shifts. Clocks in and out, completes tasks, and writes the end-of-shift handover for the participants they are rostered with.

Your role is set when your account is created and can only be changed by a coordinator. For the full breakdown, see the Roles & permissions section below.

The bar along the bottom of the screen is how you move around Careli. What you see depends on your role:

• Dashboard / Home: today's shifts, stats, incident alerts and quick actions.
• Participants / People: the people you support and their profiles.
• Shifts / Schedule: rosters, support schedules and clock in/out.
• Messages: team communication.
• More: reports, documents, your team, settings and your account.

1. A coordinator or provider adds your participants and their key details. Coordinators can assign each one to any provider; a provider's own participants are assigned to them.
2. A coordinator or provider adds your support workers and sets each person's role.
3. Capture service-agreement dates so Careli can remind you before they lapse.
4. The assigned provider builds a support schedule for each participant, then generates shifts and assigns workers.

Most teams are up and running, from account set-up to first shift, within a day.

Scroll the table sideways on a small screen to see all three roles.

Yes means full access. View / View only means they can see but not change it. No means it isn't available for that role.

Coordinator You have the widest view of the organisation. You run intake and oversight: you set up participants, decide which provider delivers their support, and keep an eye on compliance across every team.

• Create, edit and archive participants.
• Assign each participant to a provider, and re-assign later.
• See every participant, shift, schedule and worker across the whole organisation.
• Add team members (support workers, providers and other coordinators) and set or change their role.
• View the full roster and every support schedule (read-only).
• View and export the complete handover and incident history.
• Run reports and export them to Excel for funding, audits and NDIS reporting.
• Use Referrals to refer other providers.
• Upload and manage documents for any participant.
• Message anyone on the team.

• Build or edit support schedules. That's the provider's job.
• Create or generate shifts, or assign workers to shifts. You have read-only access to rosters.
• Write progress or handover notes. You can view and export them, but the people on shift author them.
• Clock in or out of shifts.

Provider You run the day-to-day delivery for the participants assigned to you. Rostering is yours: you build the schedule, create the shifts and decide who works them.

• Add, edit and manage your own participants. New ones you add are assigned to you automatically.
• Build and edit support schedules for your participants.
• Generate and create shifts, assign support workers, and cover unassigned shifts.
• Add support workers to your team.
• Write your own progress and handover notes, and clock in/out of your own shifts.
• Upload and manage documents for your participants.
• Message anyone on the team.

• Assign a participant to a different provider. Your own participants are assigned to you automatically, and a coordinator handles moving participants between providers.
• See participants who aren't assigned to you.
• Run reports, export to Excel, or use Referrals. Those are coordinator tools.

Support worker You see exactly what you need for the shifts you're rostered on, and nothing more. Your job in Careli is to run the shift and leave a clean record.

• See your own roster and the details of each shift.
• Clock in and out within the shift window.
• Complete the tasks set for a shift.
• Write progress notes and submit the end-of-shift handover.
• Flag an incident on a handover.
• View the profile and recent handovers for participants you're rostered with.
• Message the team.

• Create your own account. A coordinator or provider invites you.
• Create or edit participants, shifts or schedules.
• See participants you've never been rostered with. Their records stay private to you.
• Run reports or access management areas.

This is the step that connects intake to delivery. Only a coordinator can do it. Providers don't see the controls described here.

1. Sign in as a coordinator and go to Participants.
2. Tap + to add a new participant, or open an existing participant and choose Edit.
3. Enter the participant's details (name, date of birth, contact details and so on).
4. In the Provider assignment field, pick the provider from the dropdown of your organisation's providers.
5. Save. The participant is now linked to that provider.

From this point on, the assigned provider sees that participant on their dashboard and participant list and can build their support schedule and shifts. You, as coordinator, continue to see every participant regardless of who they're assigned to.

Both coordinators and providers can add participants:

• When a provider adds a participant, it is assigned to that provider automatically and appears in their own list straight away.
• When a coordinator adds a participant, they choose which provider it goes to, and they can move it to a different provider later.

Support workers can't add participants; they see only the participants they're rostered with.

1. Go to Participants.
2. Tap the + (Add) button.
3. Enter their name, date of birth and contact details.
4. If you're a coordinator, set the Provider assignment so the right provider can roster them. If you're a provider, the participant is assigned to you automatically.
5. Save. The participant now appears in the list and on the assigned provider's list.

Open a participant from the Participants list to see their profile, organised into tabs:

• Overview: key details, emergency contacts and service-agreement dates.
• Shifts: upcoming and past shifts for that participant.
• Notes: notes, tasks and incident history.

Coordinators see all participants; providers see those assigned to them; support workers see those they're rostered with.

1. Open the participant's profile and go to the Overview tab.
2. Find the emergency contacts section and tap to add a contact.
3. Enter their name, relationship and phone number, then save.

Emergency contacts are then quick to find for any worker on shift.

1. Open the participant's profile.
2. Add the service-agreement start and end dates.

Careli flags agreements that are coming up for renewal so a plan never lapses without you knowing.

Keep care plans, agreements and compliance documents in one secure place against each participant. Open the participant or the Documents area, upload the file, and it is stored securely and easy to retrieve when you need it.

Coordinators can upload documents for any participant; providers can for their assigned participants. Support workers don't have the Documents area.

1. Go to Support Schedule.
2. Choose one of your participants and add recurring support blocks (the regular days and times they receive support).
3. Set how often each block repeats, for example weekly.

The support schedule is the template Careli uses to create actual shifts.

1. Open the participant's support schedule.
2. Tap Generate shifts to turn the recurring blocks into real shifts on the roster.
3. Careli flags any clashes so you can resolve them.

1. Open a shift on the roster.
2. Assign a support worker to it. You can assign a different worker to each day.
3. Any shift without a worker shows as Unassigned so gaps are easy to spot and fill.

1. On the Shifts screen, open your shift for the day.
2. Tap Clock in when you start. Clock in is available within a short window around the shift start time (about 15 minutes).
3. Complete any tasks during the shift, then tap Clock out at the end and submit your handover.

Shift status updates automatically so coordinators and providers always know what is covered:

• Scheduled: the shift is set but has not started.
• In progress: the worker has clocked in.
• Completed: the worker clocked out and submitted a handover.
• Missed: the shift was not started in its window.

1. When you clock out, the handover form opens.
2. Record the participant's mood, any concerns and follow-ups.
3. Flag an incident here if something happened (see below).
4. Submit. The handover is saved to the participant's living record.

Support workers and providers write handovers from their own shifts. Coordinators don't author handovers; they review and export them.

1. In the handover form (or from the participant's profile), choose to add an incident.
2. Describe what happened and save it.

The incident is logged and timestamped on the participant's record.

When an incident is flagged on a handover, Careli instantly alerts coordinators by push notification and email. The incident sits as a priority on the dashboard until it has been acknowledged, so nothing slips through.

Open a participant and go to the Notes tab to see the full, timestamped history of handovers and incidents. This is the audit trail you can rely on for reviews and reporting. Support workers see this history for the participants they're rostered with; coordinators and the assigned provider see the full record.

1. Go to Reports from the More menu.
2. Choose what you need: support schedules, shifts, incidents or handovers.
3. Review the figures on screen.

1. Open the report you want.
2. Tap Export to Excel.
3. Use the share sheet to save or email the file.

Exports give you clean data, ready to file for funding, auditing and NDIS reporting.

Because incidents, handover notes and documents are logged and timestamped as you go, your records stay audit ready at all times. When an auditor or the NDIA asks for something, you can retrieve and export it in a few taps.

1. Go to Workers (or Staff) in the management area.
2. Add the worker's name and contact details and set their role to Support worker.
3. They can then sign in and be assigned to shifts.

Coordinators and providers can both add support workers. When a coordinator adds someone, they can also set the role (support worker, provider or coordinator); a provider adds support workers to their team.

Each plan includes a set number of support workers. See Plan limits below.

Open Workers, choose the person and edit their details. The role can be changed by a coordinator; for other roles it's shown read-only. If you need a role changed and you're not a coordinator, ask one to update it.

From the Workers list, open the person and deactivate them to immediately remove their access. You can reactivate them later if they return. Deactivated workers no longer receive notifications or appear for new shift assignments.

Open Messages from the bottom navigation to keep workers, providers and coordinators aligned without the back and forth, all in one place. Everyone, including support workers, can message the team.

Watch the roster for any Unassigned shifts and assign a worker to cover them (a provider action). Coordinators can see live shift status on the dashboard, so gaps are easy to catch early.

New Careli accounts are created on the Careli website after choosing a plan, not inside the app. Every plan starts with a 14-day free trial, so you can get set up and try Careli before any charge. Once your account is set up, you simply sign in to the mobile app with your email and password.

To get your organisation started, head to the Careli website or contact us and we'll help you set up.

Careli offers Starter, Growth, Enterprise and Custom plans, and every plan starts with a 14-day free trial. Every plan includes the full platform; you choose by the size of your team. To change plans, contact us or use the upgrade prompt in the app, and we will arrange it.

• Starter: up to 20 participants, up to 15 support workers, 50 GB storage.
• Growth: up to 50 participants, up to 40 support workers, 100 GB storage.
• Enterprise: up to 150 participants, up to 120 support workers, 200 GB storage.
• Custom: unlimited participants and workers, arranged with us.

If you reach a limit, Careli will prompt you to move to the next plan.

Open the More menu and go to your profile or account settings to update your name, contact details, business name and password.

You can cancel at any time. If you cancel during your 14-day free trial, you won't be charged anything. After the trial, cancelling takes effect at the end of your current billing period.

To cancel yourself, open the billing portal, enter your email, and follow the secure link Stripe sends you. From there you can cancel, update your card or download invoices. You can also contact us and we will help, including exporting your data first if you need it.