The Participant Profile User Guide

Step 1: Searching for Participants

This is accessed by selecting Participants → List from the main menu. Common uses of this page include Creating a new participant record and/or accessing an existing participant record.

Please note: from anywhere in CareMaster, you can go directly to a participant's record by using the search bar up the top of the screen.

The first thing you'll see up the top of the page are a range of filters you can use on your list of Participants. By default, current participants will be shown.

• All - Display all Participants
• Current - Display all Participants that are marked as "Current"
• Waiting - Display all Participants that are marked as "Waiting"
• Exited - Display all Participants that are marked as "Exited"
• NonAccp - Display all Participants that are marked as "Not Accepted"
• Active - Display all Participants that have had a Support in the past year
• Inactive - Display all Participants that have NOT had a Support in the past year

The remaining filters are largely self explanatory, anything that you can filter by here is editable within the participant's record.

You can change what client columns display in the client list by going to Data → Participant Data →  Participant Display and then dragging columns to either the unassigned or assigned columns. More information can be found here: How to change what shows on the Participant List page

Step 2: Vitals

This section has basic Customer information such as:

• Name
• DOB
• Gender
• Country
• Language
• Ethnicity
• Religion
• Categories – Multiple categories can be applied and are used for filtering / searching
• Alerts – Great place to add a highly visible note / comment for quick Information access on the web or the app. Alerts can be added as a Red, Yellow or Standard Alert Severity.

You can add as many Alerts as you need, however overuse may detract from making the message standout.

Step 3: Case Notes

Go to your relevant Participant Profile and Press + on the Case Notes section

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.

**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.

***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.

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 

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

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.

Press the Trash can to delete - please note this will delete any attached Support as well.

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

Step 4: Supports

On the Participant Profile, you can:

1. Search for Supports 

Press the Search button and you can search further using the Service Organisation and a date range. You are also able to download your search results as a PDF.

2. Create new Supports

Select this button to go to the normal New Supports page.

3. Manage Supports in a bulk action 

   This is a powerful button that can make changes to many supports at once such as:

   • Changing the start or end time

   • Changing the Participant

   • Changing Staff

   • Updating the Status’s

   • Changing the Notes

4. Edit Supports

   

   This will open your selected Support and allow you to make changes.

5. Delete Supports 

   Within the search function, the delete button will enable you to delete a support without having to use the Supports All page search.

Step 5: Funding Information

1. This is where you add in the known funding information for your Participants. The profile page view gives a summary of Funding Type, Total Owed, NDIS Number (if applicable), Consents granted, funding limits with Service Type and Balance and also the Service Agreement Completion date.

2. Editing the Funding Information 

Select your Core Funding Type – different options become available for CHSP / HCP and NDIS

You can then select a custom funding type.

 More Custom funding types can be created by going to Data → Participant Data → Funding Types.

Please review the HCP Participant Setup Guide for more details for HCP participants.

3. NDIS Funding

For NDIS Funding the below fields need to be filled out:

• Service Agreement Completion date
• Consented to provide details – especially if uploading to NDIA Proda directly
• Consented to future contracts - especially if uploading to NDIA Proda directly

The Funding Details for NDIS must have a NDIS number input and you can display that the Service Agreement was signed and the when it was signed.

The Funding Paid By is a general information field and does not link to any other areas. You can create new Payers at Data → Participant Data → Funding Payers

You can also add more specific Funding limits to keep track of spending and limits.

Input the date range and Funding Limit

The Agency is a general information field and does not link to any other areas. These can be added by going to Data → Participant Data → Agencies

Add a Coordinator here and if you need to split funding tracking when using the same Funding Type, adding a Coordinator and on the Support itself, will enable it to be split against 2 totals.

Select a Funding type. This is based on the NDIA Price guide so make sure it matches the service items you want to track. If you add an unfunded service item to a support, it will pop with an alert for an unfunded service type.

For the NDIA Type, it must match the Core and Custom Funding types;

• NDIA = NDIA
• Plan Managed = Plan Managed
• Self Managed = Self Managed

Can I view Expired Funding Limits?

Yes, select the dropdown arrow in the Expired Funding Limits section. You are able to extend an expiry to make it current again if you need.

4. CHSP

You must enter their My Aged Care number. The Care Recipient ID is not mandatory.

The Funding Paid By is a general information field and does not link to any other areas. You can create new Payers at Data → Participant Data → Funding Payers

CHSP Funding Limits

Add the date range and Funding Limit if known.

The Agency is a general information field and does not link to any other areas. These can be added by going to Data → Participant Data → Agencies

5. HCP - Transitioned to Support at Home from 01.11.2025

You should also choose a Custom Funding type of HCP 1-4 for easy reference however this data is also a required input when generating HCP statements.

For the Participant profile funding tab you need to input:

• HCP Statement Start Date
• Starting Balance
• Current Package Level

6. Support at Home - Visit our detailed user guides for the Support at Home funding and budget information:

   https://support.caremaster.com.au/en-us/articles/support-at-home-DLr2tV9yHx

Step 6: Approved Services

1. This section is used to apply specific Service items to your Participant.

This is useful when rostering your participants as only their Approved Services are available to select which will minimise any potential rostering errors.

You can search by the Service name and it will show you all matching selections across all listed Service Organisations.

You can select the whole Service Organisation and it will select all the services within it. This will show as a solid green tick.

You are also able to select individual services and the Service Organisation box will be all filled in.

View more information about the Client App in the Client App - Provider Guide and Participant and Family guide

2. Wake Up Service – You are able to right click on any individual service and make it as a Wake up Service. This will then be the chosen billing item for this specific Participant when the worker presses the Wake up button on their app during a sleepover shift. This can be different for any participant

3. Edit Service Costs – Sometimes i.e. due to budget limits, you may want to charge a different service cost for a specific service item for a nominated period.

Right click on the service you want to change the price of and an extra box appears.

The Support Item Limit – How many instances do you want this new price active for.

Per – Select from Daily, Weekly, Fortnightly, Monthly, Quarterly, Half-yearly or Yearly

Support Item Price – input the temporary new price.

And Save

Step 7: Client App Access

If you would like to activate the Client App for your participants, contact Sales to make sure you have licences available.

Then on the participant profile press Edit on the Client App Access

Once in here, add the participants Username and tick Allocate licence.

You will need to Save changes first then select the Send Invitation to Client App and the participant will receive their login details with information on how to access the app.

Step 8: Service Provider Information

This section is for inputting very important fields such as:

• Assigned Support Workers – They will have increased participant profile visibility in the app and also have access to the participant chat.

  Additionally there is a System Setting that will create a time window that will allow increased participant profile access.

  Go to Settings → System Settings → Search for Allow worker access to clients after assigned supports / Allow worker access to clients prior to assigned supports.

• Assigned Coordinator – This will link to multiple notifications from both participant and worker activity.

• Status – Select Current, Wait-Listed, Not Accepted and Exited.

• Locations can be added making filtering and target rostering better.

• Referred by – Useful to track the participant referral source

• MYOB Card ID – This must be input if using the financial Integration of MYOB.

Step 9: Service Delivery Information

This area is useful for listing specific information about the participant that is important in managing their needs and assigning the properly qualified / trained worker.

Here you can:

• Participant Class – Choose their relevant Class or create your own at Data → Participant Data → Participant Classifications.
• Unsuitable Support Workers – Add any workers who are not suitable to work with this participant and they will not be available to select when rostering for this participant.
• Space Types – This is a great way to match Participant needs with the right worker. You can select a Space Type on the Participant profile then also the worker profile and this becomes a filter option when searching and allocating workers to supports.

Examples include:

1. Male Workers Only
2. Wheelchair
3. Back Seat Only
4. Low Car
5. Guide Dog
6. Visually Impaired

To create new Space Types, go to Data → Participant Data → Space Types

You can also add additional information here to assist in managing their support requirements.

Is the Participant unable to sign? – If Signature required is turned on, this will not prompt for this customer.

Does the Participant require Medication Assistance? – Will flag an Alert if the worker assigned to the support is not Medication Assistance trained. This is added to the worker profile in Qualifications → Medical Certificate Expiry

Step 10: Contact Information

This will list in summary as their Current Address and Main Email Address.

Edit here to edit any details such as emails and alternate email addresses, phone and mobile numbers and to select their preferred method to received invoices to either Email or Post

You can add additional contacts here such as Family members but also contacts such as Doctors, Chiropractors, Podiatrists etc. and they will be easily accessible as needed within the profile.

In the Contact section, you can also add an existing contact that has already been created in the system.

Press Link Existing Contact,

An additional box will open where you can start typing to search for your contact.

Then select your found contact and press Link,

Then press Save.

Step 11: Medications

You are able to list and record any Medications here that the participant takes and also monitor stock usage and medication delivery

There is a detailed document available at Recording Medication Usage for Participants

Step 12: Vaccinations

Here you can add a Vaccination History for Participants.

You can select the relevant Vaccination and enter a Brand Name and a Date Given.

If you want to create more Vaccination types, go to Data → Miscellaneous → Vaccinations.

Step 13: Conditions or Disabilities

This section is used for creating visibility on the participant profile of any Conditions or Disabilities.

You can select any from the available dropdown otherwise to edit or add more go to Data → Participant Data → Conditions / Disabilities

Step 14: Participant Links

This section is used to connect and associate participants who know each other together.

Edit and

Select your Link Type: Participant or Carer

Select your Relationship

Then Search for the linking Participant and Save.

Step 15: Participants Interests

A useful area to add more personal participant information. This is also visible in the Worker App.

Step 16: Goals

Goals are things a Participant would like to pursue. Goals lets you identify 'How the Participant will achieve the goal' and 'How they will be supported' to achieve the stated goal.

Build the Participant goals and measure the achievement through case note tracking.

Goal Templates

Goal Templates are goals which are frequently used or similar Select the goal from a templated list when adding new goals to a client's record.

Once setup, assign the goal to the Participant and modify for individuality.

To set them up go to Data → Participant Data → Goal Templates.

Complete the required fields on the screen to set up your

template.

Goals are associated to Services Items in Supports and when a specific Service Item is booked, it will count towards the created Goal.

Setting up a Goal

In the Participant Profile, edit Goals and then press

In the Title / Description field, you can type in the name of an existing Goal template, and it will populate most of the fields.

Otherwise you can input a new Goal from scratch

You will still need to specifically select:

• Start Date
• Achieved date – do not input until the goal is completed
• Review Date
• Status
• Term Length
• The Service Organisation and Service Item,
• Then choose the Target method. i.e. Each / Hourly / day… to determine how it is counted
• Add a target number
• The progress bar will move automatically when a goal scheduled event occurs and it can also be moved manually
• Add notes on How will I achieve this goal and How will I be supported and Save.
• Goals will then be visible and you can edit them to view the evidence or make any changes.

Click View to see more goal details and the associated Transactions / Evidence

And select the Evidence tab to view the evidence. This can be printed using the print button on the page.

Step 17: Task Lists

Task lists are a great way to make an activity list that the workers on their app can actually tick off as they complete them. A report is also available at Reporting → Supports → Task List Completion

To create a Task List go to Data → Support Data → Task Lists and

Name your Task and Save

Once Saved, then Edit your Task and . You can add as many tasks as needed.

You then need to link this Task with a Participant. This can be done in the Data → Support Data → Task Lists by pressing . Press on this then add your required participant and save.

Alternately you can also add this Task on the Participant Profile in the Task List section.

When you create a support, type in the description and add it in the Tasks section at the bottom of the new support page.

Step 18: Integrations

This section outlines any Participant connections with any of our Integration options such as Xero, MYOB, Reckon, DEX…

Step 19: Client Notifications

Here you can set the Preferred Notification Method to be either Email or SMS.

Choose the time as to when to send the notification:

Day Before Service;

Day of Service;

Or both.

Step 20: Equipment

You can create an equipment register to loan out and track various items to participants.

Select Edit 

Select Equipment and then add the Quantity, Issue Date and Due Date then

If you want to add new equipment, select Manage Equipment.

Add a name, usage cost, Quantity available and a short description and

You can also edit and delete existing equipment as needed.

Step 21: Agencies

Agencies are used in Funding information as a read only information field.

You can Edit this and add new Agencies to your participant by selecting an existing Agency and press Attach Agency.

If you want to create a brand new Agency, go to Data → Participant Data → Agencies

Step 23: Care Plan

This area is primarily used for holding information related to Aged Care / CHSP / DEX data.

Press Edit to add more information

Here is a list of the different data available to store here;

• Information Tab

  1. Personal – Country of birth and language / cultural

  2. Referral  - Track source of intake

  3. Services – Initial assessment plan

• Contacts Tab

  1. Basic– Name

  2. General Practitioner

  3. Formal Guardian

  4. Primary contact / Secondary contact / Tertiary contact

• Other

  1. Accommodation and arrangements – Required for DEX claiming

  2. Private Health Insurance

  3. Source of Income – Pension number / Concession Card / DVA number

• Health

  1. Disabilities List

  2. Medicare

  3. Daily Living Tasks – Yes or no to basic activities

  4. Self Care Tasks – Yes or no to basic activities

• Access

  1. Safety and Access Factors – Home risk assessment

• Needs

  1. Services Requiring referral – lists areas of needs i.e. Transport, Food, Personal Care.

  2. Participant / Carers Consent

  3. Assessors checklist

• Extra

  1. Case Information – Case ID / assigned Case Manager

  2. Referral Priority

• MDS

  1. HACC MDS Consent

  2. Cessation of Service

• NDIS

  1. Agreement signed date
  2. Billing Information

Step 24: Documents

The Participant will also have the ability to see these Documents in the Participant App and upload new or updated versions of existing Documents if the document Category has been made Visible to Participants.

To Setup Participant Document Categories, go to the Data Menu → Participant Data → Participant Document Categories

You will have the option to add New 

Add your Document Category → select Visible to Workers / Visible to Participants as required → Save

To Edit an existing Category, select Edit on the right-hand column and you can change the Category name, and toggle on/off the Visible to Worker setting or the Visible to Participant Setting.

 To Delete an existing Category, select Delete on the right-hand column.

**Please note if you have any documents loaded against this category, these will need to be removed before it can be deleted.

To Upload a new Participant Document, go to the Participants Profile and press +  

Here you can Select a Document Category, Choose if it is Visible to Workers and/or Participants via the app, Set an Expiry date and upload you required document.

Step 25: Bulk Updating Participant Status

There is a function available where you can update the status of multiple Participants at once.

Start at the Participants → All page

If you want to update selected Participants, filter where available then tick their box on the right to select them.

**If you don’t select any tickbox, it will update the status of ALL Participants and will show a warning before letting you continue.

Once you have selected your Participants to update, then select the icon and Bulk Edit.

Then select the status to change to:

![A screenshot of a login box

Fill out any additional required fields such as;

• Participant waitlist date
• Participant terminated date & Participant exit reason

and Save.

Step 26: Custom Fields

While CareMaster has many different sections in the Worker and Participant profile to add specific information, each organisation is different and may want to create their own specific fields. This section enables users to create fields and save any type of additional field.

First go to Data → Miscellaneous → Custom Fields to create your new Custom Field type.

You can sort existing Customer Fields by Worker Visibility and Who it is Applicable to.

Press  to create a new one.

Enter a Name for this field and a brief description to help users input the information.

With this field being so customisable, we have created many different input options for your required data. It will also show you a Field Preview before saving.

Select from:

• Checkbox                
• Colour                    
• Date                        
• Datetime Local        
• Time                        
• Email                      
• Number                    
• Phone                      
• Test area (resizable)
• Text                          

Once you have selected your preferred input method, you can now select if it is:

• Visible to workers

and

• If it applies to Workers
• If it applies to Participants

Or both

Step 27: Custom Consents

This section is available for you to create your own required consents.

Currently in the Participant Profile → Funding Information there are the NDIS required consents listed: Consented to provide details & Consented to future contracts.

As each organisation is different, you may wish to create your own Consent types for your participants. You can search for any existing consents based on the below filter options: 

To Create a new Consent type, go to Data → Miscellaneous → Custom Consents

Click  and fill in the Name, Description and choose if it applies to Participants or Workers (or both) and if it is visible to workers in the app.

To add a consent to a Participant Profile, select edit .

It will already show the available consents if you want to apply one to the participant profile, select

This will then ask for input for:

• Consent Given – Tick if confirmed
• Applies from
• Review on
• Expires on
• Notes

And Save. This consent is now visible on the participant profile

Step 28: Service Agreements

New Service Agreement functionality:

https://support.caremaster.com.au/en-us/articles/service-agreements-PV4CgD5i1X

Activate in Setting > System Settings > Toggle Service Agreements page and associated features

Original Service Agreements

This section accepts input for the Participants Service Agreement. This will be visible if you have access to Funding Information (see Settings > System Settings > Search Funding)

A summary box will show on the Participant front page and can be edited to add more detailed information.

Upon opening you can add:

• The Worker / Participant Ratio - for the majority of services
• Number of Services per week
• Days of the week with services
• Plan start and End date

You can also list a Plan Nominee for decision making and list your Plan Manager if you have one.

When adding\editing a Plan Nominee or Plan Manager, it also links to the participant as one of their contacts. Users can edit the same fields for these two records in contacts and updates will reflect back on this screen.

Step 29: Worker App Chat

This is where you can view and contribute to the Worker App messages. Workers who are assigned to a participant have a grouped chat available for each individual participant in the app. An Administrator and/or an assigned Coordinator can contribute to these chats on the participant profile in the Worker App Chat section.

There is the option to Search through historic chats and re sync for the latest message visibility.

Step 30: Archiving a client/participant record

There is no option to archive a client or participant record. You can make a client Inactive in CareMaster if desired, this makes them mostly invisible in CareMaster unless you are actively looking for Inactive clients or participants