
# Step 1: Case Note Categories

You can create many different Categories of Case Notes to apply to your Participants.

To view the existing or make new Categories, on the left hand Menu bar, select Data > Participant Data > Case Note Categories

You can now see a list of existing Case notes by their columns of:

* Name
* Case Notes – How many have been created
* Activities – How many are associated with each Case Note
* Support Created

  
  1. Not required    ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712419/original/0jCgCUdyspw22LKG1UpxqHeRb7iy79Jjcw.png?1693374788)
  2. Allow Support Linking  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712524/original/RMC-qfCg9yDOr3pQ9BT3fLYYdq4UavnyBQ.png?1693374797)
  3. Support Linking Required

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712541/original/MyniurA0ceZZn3_h2YDXx6FZck64ZW7koQ.png?1693374803)

* Goal Evidence

You can   a Category at any time but can only  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712348/original/OwdLsnHNwUZ_BxG8kkOhKWR4BXZqp2eJ5g.png?1693374781) a Category if there are no Case Notes created.

Please note: The App Note category is a locked and cannot be deleted. This is the default Case Note for the Worker App.

To create a New Category, click   ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712648/original/a5mN-UcwZnFVGz12rBg_ETJataS1QEvxXQ.png?1693374836)

Add a **Category Name**

For **Support Creation and Linking**, Identify if you want the Case Note to create a Support that can be invoiced.

No – Do not allow support linking

Maybe – Allow support linking

Yes – Support linking required

**Activities**

These can be added to report on specific actions that are used to describe or prompt a specific action – More in Step 2

**User Category Restrictions**

There may be some Case Note categories that you want to have visible in the Worker App but not for everyone. By adding a category restriction to a case note, it will allow only workers with that category, in their profile under the Vitals section, to have access to create this specific case note type.

To add a Category to a worker, go to their Staff Profile and Edit the Vitals section in the top of the left side of the page. You can then add a category in the Categories section.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712871/original/TkwwgfMyoo_KyxU2pphD7dJr-ACURHp4kg.png?1693374878)

To Create a Worker Category

Go to Data > Support Worker Data > Support Worker Categories  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712895/original/x12m4zxqWYan-Tv8wbxFrIJDGg_pka66Iw.png?1693374886)

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119712763/original/ArcYh0IaC9SH2MJhvG41mnTKfNSXnsCNgQ.png?1693374854)

**Allow case notes of this category to be created or updated by workers with access**

This setting will allow the category of a case note to be changed if it needs to be edited. Some case notes generate a billable support and when you edit them, it would not let you save without creating another support. Now with this setting you can select if this case note can be edited without impacting the existing support or creating a new one.

**Require Goal Tracking Evidence**

Tick this if this Case Note is used to track and progress a Participant Goal.

Based on the selection it will tally to a Participant Goal and allow you to upload Evidence as notes, pictures or documents


**Set as Default app note category**

Tick this to make it the default case note for the worker App. It will be automatically selected when a worker creates a Case Note. Another category can then be selected by the worker if required.

By selecting a Case Note as the app default, it will also;

 ![](https://brainfish-storage-prod.s3-accelerate.amazonaws.com/uploads/7a70b873-daef-4e33-9c87-d5d8fb440174/7b234368-0838-41e0-b410-0c281fdbd1bc/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=ASIAUPPN5IL3ZHD2ZITP%2F20260414%2Fus-east-2%2Fs3%2Faws4_request&X-Amz-Date=20260414T154607Z&X-Amz-Expires=3000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEMT%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMiJHMEUCICzx%2B1KEYayDwfOf4trhkQrnspeaMxywl%2FUsCUNuKe2JAiEA0IP%2BZYPqTYopuSD7CnrB6xBoQH%2BjQjfQAlBe2Zycf58q5gUIjf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgwzMDgxMjU5NzUyODciDD8oG6vifNU0kUPBTSq6BdAqXijnqtr%2BBWQzX7vJcy1i3MuB1FNmed4to%2BDf4HcVT0oVsUHfYNaK5JaO8V1k%2BHKGORduDhYafHiBC7dNN6fRidQsnr%2BpXd1%2BCMy3K7RBeD8nvlvTaIUq6EYdHDsIVEGQpAu2yIKZeX6oVGIoa%2BRmIg2aZBmNO6zHOM5Gn8hsX%2BEM%2F63gHTD3MExEhkRIkIVRFj%2FfzUd7YB1p17LPmGM4EKIAPyyLoSgfRJ1eYHquk%2BPsu6STjJ5I8YSA2UQtsQDrmri30xDIo15ooycIxhbuDZz0GLtQ%2F%2FXnmXxmM3KsY1rKUe4D2aj7WCoKmywNVsQvS%2By4izPCKfgkmuAFF5LF9qcDxF89jraBchRkch5NGycIMBYi7jCi37q6rYjDFeM5nlfYqwpFYSvuX5oQg%2FXY%2BgdVK1JyUpO95WEJzo9egNf%2FsFDCmTU%2FFlYSweGy%2B6ebfWpZ9VAfpn7hq4mQF4r%2FTkBVhFnqWr7Xic2MNNKn0Ejj1fMqDU6j5eeadPWyTiRLWHAL1ZYDx9VcrtoNioJm6sC5%2BQ7OjxkZYABGUxp0p6I9Qdv2NV%2FSWEhjFLa%2FYepdu577WNBDvs6XY8%2FEhWviVjQM5qzlbwcnasxhrg%2FsdXqG7pti77JF2saL1aSmQ9qbQvm%2BBvVg%2BhzAwMsvQG6EqMWOMm5FXZjYn5ncMiArodfpjy4dZuJC0K6UuByDn1TUWjKtwxfc4CPrGdl%2B4Nlt7%2FZbx%2BigGlL1CVnexVoMx6TS5yNW4LDHaqYjYvkCH3WgGuroA6ct5wBW6rFwAiSqnjZ%2BVkVvxMH3N3%2BzxT4OKze%2FS7B6VcimQy%2FNMggBBKFJGCwK%2BRtvfUrRJ%2F9Iyv%2Beocl3tNwOa93682PL9ZWoagI3b8%2FXL7HKR5RPhg34NqAcyUBdYAU9sKg5Lvcfg7cUfemwNmuK4lsjMO7Q%2BM4GOpABxP%2BU6cQGS2J%2BpzCIZ4fqOvFWuiBTOEZWDVL7GS9YCe7JBKU1CC7%2BZ%2F%2F1MFP4wa%2Fk2Hu2evtcEa3w5LBuXUkzh5wSJzNaz9%2B4kIkjsYq018L9zI9GDtRS8Q8voxNzVq953RB5UpI4qZqYsHPa4eBMFDZzfUh2mwqKyVXBlEbWZUPsNldd4YetgN9EE9T%2FHU04&X-Amz-Signature=49e2aa1a596f07b93fbba3bc093f3cc0e97c818f1b7629ee7606bf92c765b0c2&X-Amz-SignedHeaders=host&response-content-disposition=attachment " =416x456")

**Show Category in Worker App**

This will allow the workers to access the category and view prior notes in the Worker App.

i.e. if you have a worker on a billable support, you may not want a category to be available to select in the Worker App, Or the Case Note Category may be of a sensitive nature and not desired to be accessible in the Worker App

**Template**

Any information added here will also be visible when adding a New Case Note for a Participant.

It will prepopulate any questions, statements or actions when this Case Note is selected.

# Step 2: Case Note Activities

Think of activities as the action involved, i.e., you're delivery Support Coordination via a phone call. The Activity is the Phone Call. Or, you're leaving a note regarding the Participant rescheduling their service via SMS. The Activity is the SMS.

To view the existing or make new Activities, on the left hand Menu bar, select Data >  Participant Data  >   Case Note Activities

To make a New Activity, click   ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713291/original/4fyH-aAp8ivRNri1KTWMGPNOANRP_YnZ7g.png?1693374961) and this will let you create an Activity with any name required, then Save. This is now available to be added to a Case Note as a selectable Activity.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713268/original/TMxWTeYwPaBT04lf_ed8uZG6hzdLq2NJyQ.png?1693374952)

You can  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713270/original/DigaQZ7KDYoaSdUqRJewM2vD08MEraMWWQ.png?1693374952) an Activity at any time but can only  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713269/original/QtqtzthImpn0R0MLJacxkgJk9p-GUPulPg.png?1693374952) an Activity only in there are no Case Notes created with it.

# Step 3: Adding a Case Note to a Participant Profile

Go to your relevant Participant Profile and Press + on the Case Notes section  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713712/original/h0Zc-nyOZ9yXmbRtLHilYrlOZB90JJKJTg.png?1693375040)

Select your Case Note Category

If the category has been set up to Allow Support Linking choose between:

* Do not create Support
* Do not create support, require tracked goal
* Support allowed
* Support Allowed, require tracked goal
* Support Required

Select the relevant Activity i.e. Phone Call, Email…

\*If you are selecting a category with that requires tracked goal, also pick a goal to associate this case note with.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713826/original/PpgIs6-ZD-liuvsSCPqohbDPTed3vY2srw.png?1693375063)

\*\*If you have selected a category with Support allowed, do not select a Service Organisation or Service unless you want to create an invoice for this case note.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713854/original/mLKwxZJfe-XZU7PR3j_gUjsag-Kyp7_GGg.png?1693375068)

\*\*\*If you have selected a category with Support required, select a Service Organisation and Service to create an invoice for this case note.

Select a Date for this Case note. You can choose a past or future date as needed. The record will still display the created date. Choose a start and end time.

Choose a start and end time or Add in Time Taken. If invoicing for this case note, it will multiply the time taken by the unit cost of the selected service to create a billable total. The generated support will show the start and end time based on the duration and the end time is set when you press the save button.

Mark as favourite if you wish to set this as the default case note for this participant.

Add Notes as needed and upload any required files, pictures or documents, and  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119713631/original/Zktsg0tghYJfNKMiLQ5NGk2vhrSIQ12myQ.png?1693375032).

# Step 4: Adding a Case Note via the Worker App

Workers can create a case note within an active support, by scrolling down on the page and pressing Add Note. This process links the workers case note to their rostered support.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714418/original/YmXJvd41B9JzUnDD4LO97BObRoLaTX3ynQ.png?1693375173)

Select your Note Category – Only categories that have been set up as ‘Show category in worker app’ will be visible. Update this at Data à Participant Data à Case Note Categories

Type your Notes and upload additional audio, pictures or documents as needed.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714477/original/U730DsHOMdB107wDfQ1hS7uYP_JywCUATw.png?1693375185)

You can select to flag it as High Priority – This will create a notification to your Coordinator or Administrator if setup for this.

Link to Goal if required and then select the goal to associate this case note to.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714507/original/5xVNn4HUcDZ3BVpvtTh-b9muVZ_SjU1r4g.png?1693375195) This will allow you to save your note and comeback to complete it later.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714547/original/fgZmJM-9m-YSbKLdJKSoK8iKjdv9BcVPZQ.png?1693375199)Press to submit your note and it will loaded to the Participant profile.

**Alternatively**

Workers can select the Participants button to choose who to add a case note to.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714638/original/V_IgJhQ3rdNHwqV9b8eL3ojAsU7AmfTwTA.png?1693375215)

Then select the Notes tab and Add Note.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714076/original/grhGLy0r0fHvQBQIpqLrm4eo5MLaT9TbBg.png?1693375106)

This process does not link the case note to the rostered support.

# Step 5: Viewing and Editing a Case Note

To View an existing Case Note, start on the Participant Profile

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714899/original/bHYH8mEehFYaw9B4Q5v14Q7dealQ-CIMeQ.png?1693375252)

To search for a specific type of Case Note, select the Binoculars.

This will open the Search section, where you can filter by Category, Activities and Date.

Once found, you can click the Edit button to open it.

Please note: You can also click the Link button, to view the associated Support if needed.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119714902/original/QfcvdLk8ujWHjdfkJ75M1vH7L4jtocHElw.png?1693375252)

Changing the Category Type on a Case Note with a linked Support

Sometimes you will need to reclassify a Case Note to a different Category to make sure the records are accurate. If this was previously attached to a support and the new category is not attached to a support, a warning message will appear confirming you want to proceed.

To start, search for the Case Note on the Participant Profile and edit.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715383/original/X3HD2cQoEIEj31VFnjyFPOKIY99xCJAjfg.png?1693375320)

In this example, we are changing it from Case Note Category – Billable Hours (this is classified as Support Allowed) to Case Note Category – Behaviour (this is classified as Do not Create a support)

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715400/original/57ZvFMlWqWs2FkDZ46gKsxT_vhuHJfuR4g.png?1693375328)→   ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715430/original/STc6r-BduVxh4y0OaCDYWBlkkPbpWwyeRw.png?1693375332)

It will inform you that the case note is currently linked to a support.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715503/original/OBjPGkTqluR1E3anALz9iXQxqL6-QxfTTg.png?1693375339)

If you proceed, the case note will be unlinked from the support, but the support itself will still exist. The message will ask if you are sure you want to continue.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715077/original/FhGdEG0VK4TvhEC7nEqn4ecpMhRbPasLVQ.png?1693375277)

# Step 6: Restrict users from viewing and creating case notes based on category

This feature will introduce privacy controls on case notes based on the case note category and link it to the worker categories of those workers who have permission to view and create case notes based on those categories.

You will first need to make sure you have the right Worker Categories setup.

Go to Data→ Support Worker Data → Support Worker Categories

Create a New Category if needed.

\*You can also see who is assigned to each category by clicking on the   ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715654/original/o_bNv7PqlNV_6aSgyBUPKj8HcvSf7DEogw.png?1693375365)

Now go to Data → Participant Data → Case Note Categories and edit any existing Case Note or add the category restriction into a New Case Note.

By adding a Category in the below section, it will only allow workers with that category applied to their worker profile to view those specific case notes.

If no categories are selected, workers of any or no category will be able to view case notes of that category.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715719/original/6t1D2BfazlPLksfoshobkwbtZ8C9Je_kQg.png?1693375375)

# Step 7: Reporting on a Case Note

The Participant case notes are available to be downloaded in a report.

Go to Reporting à Participants à In the dropdown, select Export Case Notes

Choose a Start and End date

Choose 1 Participant or add more as needed. Leaving the Participant field blank will report on All participants

Select a Case Note Category

Select a Support Worker or add more as needed. Leaving the Support Worker field blank will report on All workers

Data Layout - Select Vertical or Horizontal

Export Formats available are Excel or PDF

 

  ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51119715943/original/pqjUlKBPos7HWjGAWmOg40PmcUkLzrU77w.png?1693375406)


# Step 8: Settings

**System Settings**

Go to Settings à System Settings and search for key words to change these settings as needed.

| **Setting Category** | **Setting Name** | **Setting Information** |
|----|----|----|
| Client case notes | Show activities | Turn on/off whether to add activities field to Case Notes. |
| Client case notes | Show timesheet event options in case note categories | If desired, you can add the Timesheet Events (Data > Timesheet Events) to select from alongside your other case note categories when creating a case note for clients. |
| Staff Timesheet | Send Comment to Cases Notes | For client services, any notes in the timesheets get added as case notes for that client. |
| System | Add Worker/Coordinator to case note created transaction | The worker/coordinator who created the case note will be automatically assigned to the linked support |
| System | Adding a case note will automatically add a corresponding transaction | This should generally be set to Yes unless you definitely won't be wanting any automatically created supports. Transactions still won't be automatically created without the appropriate Case Note category configuration. |
| System | Number of weeks before case notes will become locked to editing | Choose how long before case notes can no longer be edited after creating. If set to 0, notes are locked from being edited immediately after being created.  |

 


**Worker App Settings**

 Go to Settings  à  Worker App Settings and search for key words to change these settings as needed.

| **Setting Name** | **Setting Information** |
|----|----|
| Case Note Notification | Decides who will receive a notification when a case note is submitted via the app. |
| Hide Add Note Button On Client Record | Disables the add note button on the client profile in the app so only notes can be added via the support. |
| High Priority Case Note Notification | Decides who will receive a notification when a high priority case note is submitted via the app |




How to use case notes

User Guide: Client App - Participant & Family Guide

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User Guide: Worker App Guide for Admins

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What is my app PIN?

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How To Limit Support Services to Approved Services Only

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User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

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Worker Summary Hours Report

What do the Staff/Volunteer reports show?

How do I change the fields on the worker list report?

Worker Reports

What do the voucher reports show?

Worker Run Sheet Report

Reporting User Guide

What do the property reports show?

What do the account reports show?

Custom Reports for Participants and Staff/Volunteers

What do the supports reports show?

Dashboard Reports - Where do the target figures come from?

Admin Reports

What do the Participant reports show?

Participant Reports

Reporting

User Guide: Documents

Documents

Custom Incident Forms

User Guide to Printing Incidents

Incidents User Guide

Incidents

News Items

CareMaster News

Voucher User Guide

Voucher

User Guide: How to Automatically provide workers access to clients for scheduled supports

How to hide unpublished rosters using Confirmed status

Settings Overview User Guide

What do the System Settings mean?

What do the worker app settings mean?

What do the client app settings mean?

Settings

What is a service statcode?

Admin Overview User Guide

Editing Service Organisation Details

Service Importing - NDIS Price Guide update

NDIS Claims uploads into CareMaster

Statistics User Guide

What do the access permission roles mean?

Child Services Award increase 01.03.2026

Aged Care and Child Services Award Rate Increase 01.01.2025

Aged Care Award Rate Increase 01.10.2025

SCHADS Award Rate Increase 01.07.2025

Award Updates - SCHADS and Child Services

Editing Company Details

External API Integration

DEX Integration

Employment Hero Integration

KeyPay Integration

MYOB Integration

Integrations

Administration

CareMaster

How to use case notes

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How to use case notes

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