How to use Bluetail CRM

Bluetail CRM has three kinds of login, and they see very different things.

Managers see the whole workspace: the dashboard, every participant and worker, referrals, rosters, timesheets, all the registers, governance, policies and audit readiness.

Practitioners (clinicians - OTs, physios, speech pathologists and so on) see My participants, where they open a participant's clinical view, read goals and record session notes - plus My documentsfor their own registration and insurance certificates, and incident/complaint reporting. They cannot touch settings, other workers' files, registers, timesheets or audit.

Support workers see just four things: My shifts, My documents, Report an incident and Raise a complaint. They only see participants they have been rostered with. They cannot open registers, other people's records, timesheets or the participant list - that is deliberate, and it is enforced on the server, not just hidden in the menu.

Most of a worker's day-to-day (lodging a shift note) happens through a link on their phone without logging in at all - more on that in the shift notes section.

1. 1Create a Bluetail account and open the CRM. The first time in, you'll see Set up your CRM workspace - enter your organisation name and your full name, then press Create my workspace.
2. 2Go to Settings and fill in Organisation details: ABN, provider number if you have one, your registration type and dates, and your logo. These details flow onto generated documents and your audit-readiness view.
3. 3Add your first participant and your workers (next sections). The dashboard's Needs attention panel will start telling you what to do next - expiring worker checks, plans ending soon, notes overdue and so on.

The Dashboard is your home base: counts of participants, workers, shift notes and anything open (incidents, complaints, risks), a Needs attention list, and your most recent shift notes.

Participants → Add participant. Only a first name is required to get started - you can fill the rest in as you go. The form covers personal details, their NDIS plan (dates and how it is managed), and support needs and safety.

Each participant then has tabs that hold their whole file:

• Overview - profile details plus a checklist of core documents.
• Key contacts - family, guardian, plan manager, GP.
• Goals - goals with review dates and progress. Auditors sample these.
• Funded supports - the support categories and rates that feed the roster.
• Budget - allocated vs delivered vs invoiced, and spending pace against the plan dates.
• Shift notes - the day-to-day record of support delivered.
• Clinical notes - therapy sessions, for allied health only.
• Incidents / Complaints / Risks - that participant's slice of each register.
• Documents- a slot for each expected document (service agreement, consent, risk & emergency plan and more; an NDIS plan copy has a slot too but is deliberately not required - many providers never receive one), marked On file, Draft - to complete, Missing or Review overdue. Each slot's current document carries a Dates & review panel - signed, effective, next review, when the participant got their copy, and how it was explained. Replacing a document? Mark the old one Superseded - it stays for audit history without counting as current. Completed documents can also be sent for signing - the pen icon emails the participant (or their guardian, nominee or support coordinator) a no-login link to read the document and sign by typing their name; who signed, as what role and when is recorded against the file, the signed date is stamped automatically, and a one-page signature record is generated alongside the document as portable proof.

The profile also holds two areas auditors increasingly sample: culture and preferences(language, cultural or faith practices, worker preferences - recorded at the participant's direction) and continuity of support (which supports are critical, the agreed backup when the usual worker is unavailable, and when that was agreed). And at the bottom of the Documents tab, worker briefingsrecord that each worker was briefed on the participant's current plan and risks before their first shift - the answer to the auditor's "how do your workers know this participant's needs?"

Before someone becomes a participant, Referrals is your intake pipeline: log incoming referrals as they arrive, triage them onto a waitlist you can show an auditor, and Accept & add participant converts one into a participant file with a click. Outgoing referrals (people you referred on) are recorded there too.

Let them fill in their own details: on the participant's overview, Ask them to fill in these detailsemails a personal no-login link the participant - or their support coordinator, guardian or nominee - completes on any device. Answers fill blank fields on the record automatically, anything that conflicts with what you've recorded waits in a review banner (never overwritten), and you're emailed when the form is submitted so you know to review it.

After service ends, set the participant's status to Exited (with a date and reason) instead of deleting - the full record stays for your retention obligations, and they simply drop out of active lists, dashboards and pickers. Goals can also carry a baseline and target score, and clinical session notes record a score against the linked goal - so progress shows as numbers over time, not just prose.

This is the step people miss most, because it is two separate things:

1. 1Create the worker record - Workers → Add worker. This holds their screening and checks (NDIS Worker Screening, WWCC, police check, first aid and CPR expiries), training and supervision dates, and qualifications. The CRM watches the expiry dates for you. This does not give them a login.
2. 2Invite them to log in - Settings → User access → Add a person. Enter their email, name, the role (Support worker (limited) for support staff, Practitioner (clinical) for clinicians), and the Name on the roster - then press Send invitation.
3. 3The worker gets an email with a Set my password button. They press Send me a code, type the 6-digit code from their email, choose a password, and they are in.

Fixing a login's name: your own name (shown on User access, in the audit log, and pre-filled as the signer on generated NDIA forms) can be corrected via Edit my nameon your row - handy when it needs to match your ID. To correct a teammate's, re-invite the same email with the right name; their account, password and access carry over, only the name updates.

Let the worker fill in their own file: on their worker page, press Email them the link(or copy their personal link and text it). They get a no-login form to enter their screening number and expiry, orientation, WWCC, first aid, qualifications, their availability (whole days they regularly can't work, specific time windows like Mondays 12-4pm, plus any upcoming away dates - these flow straight into the roster's unavailability warnings, and a timed window only flags shifts that overlap it) and upload their certificates and signed documents - it saves on their phone as they type and checks the dates make sense. Submitting fills their worker record and you get an email summary; their documents arrive as pending for your approval.

Worker documents: workers upload their own certificates (screening, first aid, qualifications and so on) under My documents. You review them on the worker's Documents tab with Approve or Request again- approving a dated certificate automatically updates the matching expiry on their record. The signable documents (code of conduct, employment agreement, role description, confidentiality) generate with the worker's details merged in - including the SCHADS stream, classification and rate from their Award & pay fields - and Generate & send for signing emails the worker a no-login signing link in one step; the document counts on file once they sign, with a signature record generated alongside it.

Worker Screening is verified by you, not uploaded by the worker:you check a clearance in the NDIS Worker Screening portal and link the worker to your organisation there. Each worker's page records when you last verified it and who did. Ninety and thirty days before a clearance expires the worker is emailed to start their renewal; you verify the outcome in the portal. Marking a worker inactive switches off their login, records when they finished and why, and lists any upcoming shifts still rostered to them.

The worker file is the audit evidence:alongside the screening checks (with automatic stand-down flags if a clearance is suspended), each worker's page holds the Worker Screening Rules' prescribed record details (date of birth, address, screening check and application numbers, secondary employment), an Induction completed date (a core check - record it when the induction checklist is signed off), a training history with a row per course and refresher-due tracking, a supervision logrecording each session's content with the next one due from your policy's frequency, participant-specific competency assessments, a conduct-concerns registerfor any allegation and what followed, and unavailability that feeds the roster. Every change to a worker's record lands in the tamper-evident activity log, so who held which role and screening status on any past day can be reconstructed. The Training matrix button on the Workers page (it carries a count badge when anything is missing or overdue) opens the worker training matrix: define the training your policies make mandatory (complaints, incidents, emergency, infection control), and every active worker's status computes itself from their logged training.

Rosters is a weekly calendar, colour-coded by worker, filterable by worker or participant. Each shift carries the worker, the participant, times and a funded support category. The grid snaps to 15 minutes (a 45-minute therapy session draws fine), and repeating shifts can recur daily, weekdays, weekly or fortnightly - a repeat batch is a series, so you can delete this-and-future occurrences in one go. Tick Repeat this shift when adding a shift, or later in its edit window to turn a one-off shift into a series. The Until date is optional - leave it blank to keep the shift repeating (the next 12 months are added to the roster). Rostered shifts are what drive shift-note requests, so keeping the roster accurate is what makes the rest automatic.

The fastest way to fill a roster: drag a worker's chip from the Drag a worker onto the roster strip above the grid straight onto a day and time. The add-shift form opens with the worker, day and a one-hour block already filled in - and in the By participant view the participant is filled in too, so you only confirm the support category and adjust the times. While you drag, any day that worker is marked unavailable is tinted amber, and nothing is saved until you press Save shift.

On a phone or tablet the roster is tap-only.Tap a shift to select it, double-tap to open its form, and tap an empty slot to add a shift at that time. Moving and resizing shifts by drag works with a mouse or trackpad only, so scrolling the week on a touch screen can never accidentally change a shift's time - on mobile, change times through the shift's form.

Plan freely - rostering is silent. Adding, moving, editing or deleting shifts never emails anyone, so you can build and rearrange the roster without workers seeing every draft. The roster reaches workers exactly two ways: press Send rosterto email the week you're viewing - to all staff, or to one worker you pick - or the automatic weekly send, which goes out at the day and time you choose in Settings(default Sunday 3pm) with each worker's week ahead - or switch the automatic send off in Settingsif you'd rather always send rosters yourself. Either way, each worker only ever receives their own shifts.

Workers confirm from the email - no login. The roster email has a Confirm all shifts button at the top, plus a Confirm link on each shift for answering one at a time. The confirm-all page lists the week with a Can't make ittick box on each shift: nothing ticked confirms the lot in one tap, and ticking the shifts they can't make confirms the rest and declines those in the same step, with an optional reason. It never overwrites an answer already given - a shift the worker declined stays declined. Managers are emailed immediately when a worker says they can't do a shift (one email listing them all when several are ticked), so there's time to arrange cover. Answers show on the roster against each shift.

Every worker has a personal roster link. Copy it from the Copy roster link button at the top of any worker's page, or from the list under Settings → How workers get their roster. The worker's Overview tab also has Email it to them and Reset link. It opens their live roster with no login: upcoming shifts to confirm or decline (with an optional reason - you're emailed, flagged urgent if the shift starts within 24 hours), an answer they can change, and recent shifts with a button to write each shift note. The link is also at the bottom of every roster email, so most workers never need it sent separately. It shows the same details as the roster email and nothing more. Anyone holding the link can see that worker's shifts, so reset it if a phone is lost or the link gets shared - the old one stops working immediately. It switches off automatically while a worker is inactive. Workers who prefer a password can still be invited to log in and use My shifts.

Workers can also log a shift you didn't roster (from their My shifts page). Those appear in a Shifts your workers logged panel on the roster, where you link each one to the right participant.

Cancellations: use Cancel shift(in the shift's edit window or right-click menu) rather than deleting - the shift stays on the roster marked cancelled, with who cancelled, why and when. There's also a Participant did not attend (no-show)option, recorded as short notice automatically. When a participant cancels, Bluetail checks the notice given against the NDIS short-notice rules for that shift's support type and records the result - your evidence if you claim a short-notice cancellation. The cancel form asks whether to Email the worker that the shift is cancelled - your choice each time (handy for a last-minute cancellation; untick it for no-shows). It also asks whether the worker is still paid for this shift - ticked for you on short-notice cancellations and no-shows when the worker is an employee, because under the SCHADS Award a late cancellation usually still has to be paid or made up. Ticked shifts appear on Timesheets as Cancelled, payable with the rostered hours (and in the payroll CSV) while never being invoiced as delivered. Cancelled shifts are never included in roster sends or chased for shift notes, and a cancelled shift can be restored if it was a mistake. Deleting a shift that repeats asks whether to remove just that one or this-and-all-future shifts in the series.

Support readiness:when you roster a worker with a participant, the shift form and the calendar tile also check the evidence already on file: no recorded briefing on that participant's plans, a plan document added after the worker's last briefing, a mealtime, medication or behaviour-support competency missing or overdue where the participant has that plan on file, or a Worker Screening clearance that is suspended or expired. It only speaks up where the participant has plan documents to be briefed on, and it never blocks a shift - record the briefing or competency on the worker's page and it clears itself.

Pay check (SCHADS): for workers whose employment type is full-time, part-time or casual (set it under Workers), the shift form and the calendar tiles point out where a roster may cost more than it looks - a work period under 2 hours for a part-time or casual worker, a broken shift (two or more separate work periods in a day, with the span against the 12-hour limit), more than 10 hours in a day, or less than a 10-hour break before the next day's shift. It is a heads-up for your bookkeeper: Bluetail never works out pay and never blocks a shift. Contractors, volunteers and workers with no employment type recorded get no signals.

Funding guardrail:where a funded support has an allocation recorded (the participant's Budgettab), the shift form shows delivered so far, already rostered, this shift, and the projected total against that allocation - amber when it gets close, red when it goes over, with a quick “save anyway?” check. Nothing is blocked, and Bluetail never pretends to know what other providers are spending from the same plan.

This is the core daily loop, and it is designed so workers never need to remember to log in.

1. 1The shift happens. It is on the roster with a worker and participant.
2. 2The worker gets a link. Within an hour of the shift ending, Bluetail emails the worker a secure link to Add your shift note for that exact shift. No login needed - the link opens straight to the form on their phone, and it is sent for every rostered shift whether or not the worker confirmed the shift(confirming is about cover, not the note link). The only requirement is that the rostered name matches a current worker with an email on their record - the shift form warns you when it won't. (Workers can also press Add note on any shift in My shifts without waiting for the email.)
3. 3They fill in the note. Actual start and finish times (pre-filled from the roster - adjust if the shift ran over or short), What support did you provide?, how the participant was, anything to follow up, and kilometres driven with the participant in the car (that field is only for driving while the participant was in the vehicle - never the worker's own travel to or from the shift). For repeat shifts there's a Start from my last note shortcut - it fills the text fields with what the worker wrote for the same participant last time, ready to update for anything that was different today - with a prompt to note anything different from last time, and a note that lands nearly identical to their previous one is flagged Similar to last note for you on the register. When the participant has goals recorded, the form also offers Select the goals this shift supported (collapsed until tapped, so it never crowds the form) - tick every goal the shift worked toward, each with a quick progressed / steady / found-it-harder observation. Over time that builds the per-goal trend evidence plan reassessments ask for. If something went wrong there is a checkbox - Was there an incident on this shift? - which asks for a brief description only, and tells the worker their manager will contact them about it.
4. 4They press Submit.The shift is marked completed, hours worked and kilometres are tallied for the timesheet, and the note lands on the participant's file marked Awaiting review. If the incident box was ticked, an incident is opened automatically with its reference number (INC-2026-001 style) - the worker sees that number on their confirmation screen, and you get an email straight away carrying the same reference. The worker is shown and emailed a link to a full incident report form(time, location, witnesses, injuries, full account) - no login needed, it fills in the same incident record, and it stays open for them to add or correct detail until you close the incident. Your alert email carries the same link so you can also send it on after you've contacted them.
5. 5You review it. In the Action Centre, approve the note or flag it with a short "what needs doing" note back to the record. If the hours the worker claimed differ from the rostered times by 30 minutes or more, the note carries a clear Hours differ from the rosterwarning showing both figures - shifts genuinely run over or short, so it's a prompt to check, not a block.

Submitted notes are locked - corrections, not edits.Once a worker submits a note it can't be edited or overwritten, by design: what was written at the time stays on the record, which is exactly what an auditor (or a complaint investigation) wants to see. If the worker later spots something wrong or missing, their shift-note link offers Add a correction to this note- a timestamped, attributed addendum that sits underneath the original on the participant's file. A correction never carries hours or kilometres, so it can't touch timesheets or invoices. And if the note had already been approved, the correction puts it back to Awaiting reviewso it returns to your Action Centre - your approval always covers everything on the record, never words you haven't seen.

If the note doesn't come in, Bluetail chases it for you.If a note still hasn't been added 24 hours after the shift ended, the worker gets a reminder. At 48 hours, you get one email listing every overdue note- one list, never one email per shift, so a busy week can't flood your inbox. At 72 hours the worker gets a final reminder, and after that the emails stop - the shift just stays flagged on your dashboard and audit page until the note is done. Adding the note (by the worker or by you) stops the chase immediately.

Once a week - at the day and time you pick in Settings, Sunday night by default - each worker is also emailed their rostered shifts for the week ahead, so the roster reaches them without another app to check.

The note form saves on the worker's phone as they type- if they lose signal or close the tab mid-note, reopening the link restores everything. Once a note is submitted, reopening the link shows it back read-only (adding a second note for the same shift is an explicit extra step, so accidental double-submits can't happen), and their My shifts list shows View noteagainst shifts they've already written up.

Timesheets reads directly from submitted shift notes - no double entry. Pick a period (This week, Last week, This fortnight, This month or a custom range) and you get hours and kilometres by worker - rostered next to worked, so gaps stand out - plus the shift-by-shift detail, with an Export CSV button. Cancelled shifts you marked as still paid to the worker are listed too, as Cancelled, payable rows with the rostered hours, so a late cancellation never drops off payroll.

Each shift line carries the rostered start and end next to the actual start and end the worker submitted - on screen and as four raw columns in the CSV - so you can reconcile rostered against worked hours yourself and see direction, not just a difference: a late start, an overrun, or both, trended per worker over time.

Deliberately no dollar figures: every worker is on different rates and award conditions, so a computed pay number would be a guess. The CSV gives your bookkeeper or payroll software the worker, date, times, hours and kilometres - they apply the real rates.

Invoicing builds a participant invoice from their submitted shift notes- pick the participant and a period, and the delivered supports are grouped by NDIS support item code and priced at the current national price limits, with the right rate band applied for each shift's day and time (a weekday shift finishing after 8pm is priced as evening for the whole shift). Weekend and evening shifts price themselves correctly because the roster already stamped each shift's code. The invoice's Bill to section comes from the participant profile's Invoicing - who are invoices made out to?fields (name, ABN, email, phone - for plan-managed participants, the plan manager's billing details), which also pre-fill the email-invoice address; left blank it falls back to the plan manager name or the participant's own details.

Getting paid. Put your bank details (account name, BSB, account number) and payment terms into Settings once, and every generated invoice prints a Payment section with them, the invoice number as the payment reference, and a due date in the header. Terms are yours to pick - 7, 14, 21 or 30 days from the invoice date - and the same setting drives the due date on Xero pushes and CSV exports. Until the bank fields are filled in, invoices carry a fill-it-in-yourself prompt instead.

Invoice numbers. Set your Invoice number prefix in Settings (blank means INV-) and Bluetail adds a four-digit sequence after it: INV-0001, INV-0002. To carry on from an existing run, type your next number when you save an invoice and the sequence continues from there - the prefix is for letters, not the starting number. Each invoice keeps the prefix it was saved with, so changing the prefix only affects invoices saved from then on.

A shift note is a record, not a bill. Every note carries an Add this shift to invoicing tick - on by default for shifts your workers submit, and offfor notes brought in through bulk import, since historical shifts have usually already been paid. Untick it any time you're recording a shift for the file only. Excluded notes are counted on the invoice screen so nothing disappears quietly.

Pricing follows the participant's service agreement: set an agreed price on their funded supports and invoices use it (never above the NDIS limit); otherwise the national price limits apply. Short-notice cancellations the roster has already assessed as billable (participant-cancelled or no-show, inside the notice period) can be included as clearly-flagged lines, and kilometres from shift notes are billed where the funded support carries a $/km rate. Which NDIS item the kilometres go against is set on the funded support: with the participant in the vehicle (the default for support-worker supports) is activity-based transport, claimed at your agreed rate as $1 units against the activity-based transport item for that support category (the Core community item where the category has none); an empty-car trip to the participant(the default for therapy supports) is provider travel against the support's own travel item - generally only the drive from your office or from a previous participant, not from the worker's home. The worker's shift-note km field asks the matching question for each support. Anything that can't be priced is listed separately and left off, so the invoice is never silently wrong.

Nothing is blocked - you decide.When there's something to weigh up, the invoice screen prompts you: notes that haven't been approved yet are included by default with a one-click way to leave them off, and any rostered shift with no shift note is offered as Add them to this invoice - billed from the rostered times - so a late note never stops you invoicing. Those lines are labelled as note-outstanding on the invoice, because the note is the evidence an auditor will ask for. And if any note on the invoice claims different hours than its rostered shift, an amber warning says so before you send it - so a mistyped end time can't quietly become a billed line.

Two things are protected automatically. Work already billed on a saved invoice is excluded, so an overlapping date range can't charge the same shift twice (deleting a draft invoice releases it again). And national public holidays- Good Friday, Anzac Day, Christmas and the rest - are detected from the date and billed at the public-holiday rate without anyone remembering. State-specific and substitute holidays vary by jurisdiction, so set those with the shift's Rate band override.

The output is a fully editable, branded Word invoice- or email it straight to the plan manager with the Word file attached. There's also a bookkeeping CSV, a Xero sales-invoice import CSV, and - for NDIA-managed participants - the NDIA bulk payment request CSV ready to upload in the myplace portal. Connect Xero on the Xero tab in Settings and both invoicing screens also get a Push to Xerobutton that creates the run (or a single participant's invoice) as draft invoices directly in your Xero organisation - no CSV shuffling; you review and send them from Xero. Pushing also saves the run to the invoice register automatically, so the Xero drafts carry the register's sequential numbers and the billed shifts are locked against double billing the moment you push. Every invoice - Word, Xero CSV or push - itemises one line per shift with the service date(plan managers claim against dates) and carries the participant's name and NDIS number as the reference.

“Your call on these” - the invoice screen separates out the two judgement calls and itemises each: rostered shifts with no shift note yet(left off by default, shown priced exactly as they'd bill, one click to add - the missing-note flag stays internal and never prints on the payer's invoice) and notes awaiting your approval (included by default, listed so you can see which). The batch screen makes the same call in place: an amber strip counts the rostered shifts left off for missing notes with one click to Add them to this run, and a row whose only shifts lack notes gets a Bill from roster button. Weeks default to Monday; if you bill on a different cycle, set Invoice week starts on in Settings and every period preset re-anchors. And the Edit shift noteslink beside the export buttons opens the participant's notes so you can add kilometres or fix hours (say, after phoning the worker), then refresh and the invoice re-prices. Press Save to register to give an invoice a sequential number and track it as draft, sent or paid. This is invoicing out only: worker pay stays in Timesheets and your payroll.

Anyone - manager or worker - can lodge an incident via Report an incident, or a complaint via Raise a complaint. Workers only see participants they've worked with, and can pick Someone not listed if needed - you link it to the right participant afterwards.

The incident form covers what happened, severity, injuries and first aid, immediate actions, witnesses (with contact details) and who made the record - the minimum content the Incident Rules expect. If it is a reportable incident, tick the box and the form opens the notification panel: the reportable category (marked as 24 hour + 5 day or 5 day only), when you notified the NDIS Commission, when the 5-day report went in, and the Commission reference. The CRM shows a live countdown ("24h notification due by...") and chases you from the dashboard if a deadline is at risk. You still lodge the actual notification through the Commission portal - these fields are your evidence trail.

Incidents and complaints land in their registers, on the participant's file, and in the Action Centre until they are closed or resolved. Once closed, the record locks - it can no longer be edited or deleted, which is exactly what an auditor wants to see. If a correction is genuinely needed, Reopen it first (the reopening itself is recorded in the activity log).

Records & registersholds the registers an auditor asks for, each one a tab: shift notes, incidents, complaints, risks, conflicts of interest, restrictive practices, continuous improvement, survey results, data breaches and transitions. Log things once - they appear on the participant's file and in the register at the same time.

• Complaints computes your service targets (acknowledge within 2 business days, resolve within 21 days) from the received date and flags overdue ones - and shows your public complaint form link: a no-login web form anyone can use, anonymously if they wish. Put it in your participant handbook, service agreements and email footer; submissions land in the register automatically. The record also carries the closure evidence the Complaints Rules expect: the reasons for the decision (not just the outcome), the review options given, that the complainant was told they can take it to the NDIS Commission, reprisal safeguards and a confidentiality disclosure log.
• Incidentsruns the statutory clocks from when you became aware, and the record covers the Incident Rules' minimum content end to end - impact and harm, witnesses and contacts, how well the incident was managed and resolved, whether anyone else needs to be told, the participant's views on the review, the 5-day further-actions, and the investigator details a Commission-requested final report needs. Close an incident from its card on the participant file, from the register row, or from the Action Centre; complaints get Mark resolved in the same places.
• Risksuses a 5x5 matrix with escalation for open High/Extreme risks, and records the participant's involvement in risk decisions - their view, the options discussed and their informed choice (dignity of risk).
• Restrictive practices has three layers: the arrangements, a per-use log (every individual use, with the less-restrictive strategies tried first), and the monthly Commission reportsincluding nil returns - with a flag when last month hasn't been reported.
• Improvement closes the loop: each action records what success looks like, a date to check it worked, and whether it actually did - because a completed action is not yet an improvement. Incidents, complaints and improvement actions carry automatic reference numbers (INC-2026-001, C-2026-001, QI-2026-001), and an improvement can be linked to the exact incident or complaint it came from - the QI action ID trace your Continuous Improvement Policy describes, followable in both directions.
• Transitions records participants starting, leaving or temporarily away (hospital, respite) with the handover evidence.

Policy reviews is your policy register: when each policy was last reviewed, when it is next due, and the current copy attached to its row with a version and change summary. Add my standard policies seeds the list for you. Company documents holds your organisation-level documents with versions, and Insurancetracks your certificates of currency and their expiry dates - including personal accident cover, the one sole traders forget because workers compensation doesn't cover the owner.

The Governance area is where you evidence that someone actually steers the service, in four tabs. Governance reviews records your monthly or quarterly review, with a live Quality & Safeguarding snapshot above the form - 90-day and open counts across incidents, complaints, risks, improvements, breaches, surveys and more - so the review is about real numbers and what you decided about them. That record is the trend-analysis evidence auditors ask for.

Internal audits holds dated self-audit snapshots with findings and corrective actions. Roles & delegation records who holds each governance responsibility, who covers whom in an absence, and the risk-assessed role register. Emergency tests is the after-action log each time you test or walk through your emergency and disaster arrangements - plans are expected to be tested, not just written.

The Action Centre gathers everything that needs review or approval into one queue: participants whose setup is incomplete (a required document or key profile field still missing - the item lists exactly what and clears itself the moment the file is complete), shift notes awaiting review, open incidents and complaints, policies due for review, worker checks that are expiring or expired, and signing requests still unsigned after 10 days. Ticking an item here updates its register automatically. Behind the queue a daily chase runs for you: unsigned documents get a reminder at day 3 and day 7, and workers with a certificate approaching expiry get an email 60 and 30 days out with their own upload link. The number badge in the sidebar tells you how much is waiting - clearing it once a day is the whole habit.

The Overdue notes tab lists past rostered shifts (48 hours plus) that still have no shift note. Each has two exits: Add the noteopens the participant's notes tab, and Dismiss - no note expectedis for shifts where no note is coming (it's recorded elsewhere, or it's backfilled history nobody will chase). Dismissing stops that shift counting as overdue on the dashboard, the audit page and the weekly reminder email.

Audit readiness scores your workspace across the areas an auditor samples - participant files, worker screening and training, incident management, complaints, risk, restrictive practices, shift notes, policy reviews, insurance and more - and shows each as ready, needs attention, or a gap, with the Practice Standard it maps to.

The list matches your registration pathway (set in Settings → Organisation details). A Verification-pathway org - most allied health practices - sees practitioner registration & insurance currency and clinical documentation instead of restrictive practices and support-work shift-note metrics, which don't apply to that audit.

It also lists participant document reviews due(from the Dates & review panel on each document), your registration and renewal milestone timeline, and - if your registration groups trigger supplementary Practice Standards modules (high intensity, behaviour support, SIL, SDA, early childhood, specialist support coordination) - a clear warning that Bluetail is not sufficient by itself for that scope.

The Self-assessment tab holds the Practice Standards self-assessment: every Core Module quality indicator (134 of them, across the four standards), each rated by you - Met, Exceeding, Partially met, Not met or Not applicable - with the evidence you sighted and when. The rating is always your judgement; what the CRM adds is showing which of its registers hold live evidence for each outcome (with current counts), letting you link an indicator straight to the records that evidence it - an incident, complaint, risk, improvement or COI declaration - instead of re-typing references into a spreadsheet, and pushing any gap into Continuous improvement as a QI-numbered action with one click. A live summary rolls it up per standard for your governance review.

Each assessment is a dated roundwith a name and one “as at” date for the whole thing - a point-in-time judgement, the way a balance sheet shows a position at a date. Print / save as PDF produces a clean copy of the round for the auditor, and when a round is finished, Mark this round complete moves it - every rating, note and linked record, exactly as recorded - into Past rounds. Completing and starting are separate acts: the tab then shows no round in progress until you Start a new round when it's due (typically next year), which begins at Not yet assessed everywhere. Nothing is deleted: any past round opens read-only and can be re-printed later, and nothing ever carries forward automatically - each round is a fresh judgement and fresh evidence sampling.

Alongside it: an Audit interviews notification and opt-out register for certification audits (participants are included in audit sampling unless they opt out), and an Activity log - an immutable record of every change to notes, incidents, complaints and participant records, written automatically.

In Settings → Organisation details, the Participant feedback section gives you a branded public survey link to send participants - no login, works on a phone. Responses land in Survey results, and paper surveys can be uploaded alongside them. Feedback is one of the things auditors ask to see evidence of collecting.

NDIS assistantanswers questions about NDIS rules, Practice Standards, pricing and registration requirements, with sources cited - handy mid-task when you hit a "wait, is this reportable?" moment. Capped at 20 questions a day per person.