CareMaster

TRIPS Web

TRIPS Desktop

## Incident Management Page

Incident Management makes it easier to capture, manage and monitor incidents from within the platform. Incidents can be reported from the Driver App and managed through the TRIPS Web Portal, providing a central place to review, update and track incidents from start to finish.

 ![Incident Page ](https://support.caremaster.com.au/api/attachments.redirect?id=e1f94de3-b952-4cd6-8728-371d32f990fa " =1896x502")

## Incidents List

The Incidents page gives organisations a central location to view and manage all reported incidents.

* View all incidents in a single list.
* Quickly see key incident information at a glance.
* Open incidents to review or update details

 ![Incident list](https://support.caremaster.com.au/api/attachments.redirect?id=409be11c-2fd2-41fd-8f21-3a6620365565 " =1896x502")

## Filter Incidents

Find the incidents you're looking for faster with the filtering options.

You can filter incidents using a range of criteria, helping you quickly locate specific records without searching through the entire list.


 ![Filter options](https://support.caremaster.com.au/api/attachments.redirect?id=293a5364-98a9-4aa5-a44f-430afef71127 " =612x482")

## Create and Edit Incidents

Incidents can be created and managed directly from the TRIPS Web Portal.

This allows office staff to:

* Create new incidents.
* Update incident details.
* Progress incidents as they are reviewed and resolved.

 ![Create Incidents](https://support.caremaster.com.au/api/attachments.redirect?id=eecb0e24-4de1-420a-8e66-c17072f83227 " =1246x673")


 ![Edit or delete incidents](https://support.caremaster.com.au/api/attachments.redirect?id=93380ce1-2431-4fe8-b673-08b2571e4f24 " =1892x382")

## Delete Incidents

Where appropriate, incidents can be deleted from the system.

> **Note:** Only users with the appropriate permissions will be able to delete incidents.


 ![Delete warning message](https://support.caremaster.com.au/api/attachments.redirect?id=66a8a247-621c-4035-afb3-c16439b46ddb " =640x196")


 ![Viewing deleted incidents](https://support.caremaster.com.au/api/attachments.redirect?id=997303a6-9bef-4d97-acff-8f718f7d2ff1 " =1762x408")

## User Permissions

Role-based permissions have been introduced to control access to Incident Management.

Administrators can determine which users are able to:

* View incidents.
* Create incidents.
* Edit incidents.
* Delete incidents.

This provides greater control over who can access and manage incident information.

 ![Permissions for incidents](https://support.caremaster.com.au/api/attachments.redirect?id=d6833b5d-3b8f-4c4e-b64c-487c9032abc5 " =1063x527")

## Email Notifications

Stay informed when new incidents are reported.

Users who have opted in to receive Incident notifications within their user profile will automatically receive an email whenever a new incident is submitted.

This helps ensure the appropriate staff are notified promptly and can begin reviewing the incident without delay.

 ![Notification preference](https://support.caremaster.com.au/api/attachments.redirect?id=5daa5278-ba5a-4423-ac98-c581df11228e " =1062x197")


 ![New incident email](https://support.caremaster.com.au/api/attachments.redirect?id=851e2760-2a43-4956-8960-b6386b102d8e " =597x367")




TRIPS Web - Incident Management

TRIPS Web - How to Disable Autofill in Internet Browsers

3G Network Shutdown

TRIPS Web - Application not behaving as expected

TRIPS Web - Content missing from the application

TRIPS Web - Bookings missing from Run-List

TRIPS Web - Navigating Login Hurdles

TRIPS Web - A Guide to Resolving Driver App Login Issues

TRIPS Web - 2FA Login Issues

TRIPS Web Troubleshooting Guides

TRIPS Web - How to Contact the Customer Care Team

TRIPS Web - How to Manage User Account Settings

TRIPS Web - How to Create a New Client 

TRIPS Web - Management and Features of the Client Page

TRIPS Web - Client's Notification Preferences

TRIPS Web - How to Create a Booking

TRIPS Web - How to Delete Bookings

TRIPS Web - How to Create a Group Booking 

TRIPS Web – How to Update a Client's Address and Future bookings

TRIPS Web - How to Update a Client’s Funding Type & Future Bookings

TRIPS Web - How to Create a Driver 

TRIPS Web – How to Deactivate a Driver  

TRIPS Web - Management and Features of the Driver Page

TRIPS Web - Driver Rostering Availability / Unavailability

TRIPS Web - Driver's Currently Logged On

TRIPS Web - Multi-Region Vehicles and Drivers

TRIPS Web – How to Create a Vehicle 

TRIPS Web - How to setup a Vehicle Configuration

TRIPS Web – How to Allocate a Driver to a Vehicle Run / Container

TRIPS Web - How to Create a Vehicle Run / Container

TRIPS Web - Editing and Deleting Vehicle Runs / Containers

TRIPS Web - Management and Features of the Allocation page

TRIPS Web - How to use the Copy Forward Feature

TRIPS Web - Auto Allocations Guide

TRIPS Web - Optimiser Console (Auto Allocation Solution Detail Page)

Trips Web - Management & Feature Dispatch Page

TRIPS Web - How to Complete Verification 

TRIPS Web – How to Create/Edit/Delete a Location 

TRIPS Web - Accessing the TRIPS Driver + App

TRIPS Web - Driver's App Guide

TRIPS Web - Driver App Pre & Post Departure Inspection Checklists

TRIPS Web - Message Center

TRIPS Web - Organisation Settings - How to set up SSO & SSO Only Invites

TRIPS Web - Organisation Settings - Team Members, Roles & Permissions

TRIPS Web - Organisation Settings - Funding Types and Payers

TRIPS Web - Organisation Settings - Service Agreements

TRIPS Web - Organisation Settings - How to Create Billing Rules

TRIPS Web - Organisation Settings - How to Create a Booking Tag

TRIPS Web - Organisation Settings - Booking Service Types

TRIPS Web - Organisation Settings - Booking Reminder Notification

TRIPS Web - Organisation Settings - Cancellation Reasons

TRIPS Web - Organisation Settings - Vehicle Type Setting

TRIPS Web - Organisation Settings - Booking Settings

TRIPS Web - Organisation Settings - Sub Regions

TRIPS Web - Services - How to complete your DEX Reporting

TRIPS Web - Services - TfNSW Reporting (ODIN)

TRIPS Web - Services - How to complete HACC Reporting

TRIPS Web - Services - How to Use the Custom Report Builder

TRIPS Web - Xero Integration (coming soon)

TRIPS Web How To Guides

TRIPS Web - Self Help Content

How to Contact the Customer Care Team for Support

Updating a shift to overnight/active overnight

How to stop a service showing on the roster or being included in roster emailed to the participant.

Passwords reset and activation emails

Why am I getting kicked out of CareMaster desktop?

Why does the support on the Worker app not allow me to add kilometers?

Why am I missing timesheets?

Why are kilometers missing from a timesheet?

Error - Support start time must be before end time

CSRF token mismatch

Top Troubleshooting FAQ's

Home Page

Logging In

How To Reset A Password?

Company Message Centre

Home

How to hide certain alerts?

Alerts User Guide

Alerts

The Participant Profile User Guide

How to Manage Participant Funding Limits

Service Agreements

User Guide: HCP Funded Participants Setup Guide

How to generate a HCP statement for a client?

How to regenerate a HCP statement after adjustments?

How to email a HCP statement to a client?

How to add an adjustment to a generated HCP statement?

How can I add HCP leave for a client?

Understanding your HCP Statement

Adding HCP Km's to a Support and a HCP Statement

HCP Subsidy Increase 01.10.2025

HCP Participant Guides

How to create a new participant or client

How to use case notes

How to change what shows on the Participant List page?

User Guide: Bulk Assigning and Unassigning of Participants and Workers

User Guide: Recording Medication Usage for Participants

How to Send SMS/Email Reminders to Clients?

How to create a new client record from a My Aged Care client record snapshot?

How to check over reported DEX data? 

What is the CHSP reporting process?

CHSP service List and Mandatory Reporting Required from 1 July 2025

CHSP Participant Guides

How to create new Agencies

Participant/Client Leave Requests

NDIS Splitting Participant funding into different Budgets

Participants

Roster Page User Guide

Locations & Destinations

Worker Data Setup

Checklist

Using The Roster Optimiser - Bulk Optimise

Participant Data Setup

Using The Roster Optimiser - Single Support

Roster Optimiser Readiness Report

Roster Optimiser

How to resolve email authentication errors when emailing?

How to Email Rosters to Workers?

How to Email Rosters to Participant?

How to customise the Roster view

Unassigned Supports - Coordinators and Vehicles rosters views

Service Organisation Roster view

Roster

How to deactivate user accounts 

User Guide: Staff/Volunteers

How do I add a new Worker?

How to change what shows on the Staff/Volunteers List page?

How to exit workers in CareMaster

What access does each user level have?

Working With Children Checks

How to Create Worker Timesheets

Changes to Worker's Emails and Password Reset

How to Send SMS/Email Notifications to Workers?

Staff/Volunteers

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

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

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

Transaction List Export

How to advertise / broadcast available shifts to workers?

NDIS Non Face to Face Supports

Support Display - App Data Tab

How do I bill for NDIS transport?

How to Claim / Invoice Cancelled Services?

How To Limit Support Services to Approved Services Only

How to Use the Manage Button to Change Supports?

Grouped Supports

How to restore a deleted support?

How to use 'Quick Save' on the Supports Page

How to create Provider Travel supports to invoice participants and generate worker timesheets.

Creating and editing a Recurring Booking

How do I Cancel a Support/Shift

How to create Service Organisations

Creating Therapy Supports with 50% Travel change.

Creating Supports for a different Time Zone

Supports

Support at Home – Release Update 30th October

Participant Statements to be ready by end of February

Support at Home Budget Balance Improvements: What’s Changed and Why (July 2026)

Support At Home - Implementation Updates - Live

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

TRIPS Web - Incident Management

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TRIPS Web - Incident Management

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