# **Client App - Provider Guide**

## CareMaster Client App


This guide provides a step-by-step walkthrough on inviting participants to join the CareMaster Client App (Participant App), along with an overview of the customisable settings in your CareMaster database. These settings allow you to activate or deactivate specific features based on your organisation's requirements.


By following the instructions in this guide, you can seamlessly invite participants, enabling them to leverage the benefits of the CareMaster Client App while customising the platform to align with your organisation's preferences.


To ensure smooth operation of your CareMaster account, it is essential to activate the appropriate pricing tier. Please contact our dedicated CareMaster Customer Care team, who will assist you in selecting the pricing tier that best suits your organisation's needs.


To activate your Client App access, contact our Customer Care Team here <https://support.caremaster.com.au/> or for a guide on how to contact our Custome Care Team see this [link](https://support.caremaster.com.au/en-us/articles/how-to-contact-the-customer-care-team-for-support-tpsNGHgyas).


## Step 1: Sending Participant invitations


Open the participant’s profile.


Click the edit button on the Client App Access tab.


 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406170/original/51vjDTFTG68HmlzeTYCbm6daG2-386d-6w.png?1696826103)

Enter the participants username.

Press Save changes.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406171/original/BRNPOOLDC34z1v8rlL0rYhWaQfPkfj7-EQ.png?1696826103)

Tick Allocate Licence. Then press the Send Invitation To Client App button.


Upon clicking the button, the system will display a popup window.


In the popup window, you have the option to enter a personalised message to accompany the invitation email sent to the participant.


To add a personalised message, type your desired text in the designated field. This message will be included along with the invitation email.


Once you have entered the personalised message or made the decision to proceed without one, click the 'Send' button in the popup window.


The system will proceed to send the invitation email to the participant, incorporating the personalised message (if provided) and creating a separate password to be sent in a separate message.


This ensures the password's security by not displaying it to any user. The password will be created based on CareMaster’s password criteria, encrypted, and securely saved against the participant's record as their login password.


A popup window will appear to inform the user about the password generation and delivery process. Depending on the specific scenario, one of the following three scenarios will occur:



Delivery process: SMS activated, and a mobile number is available for the participant.

In this case, the participant will receive a notification from the system stating that a separate SMS will be sent to them, containing their new password. Furthermore, CareMaster allows the user the option to change the delivery method to email if they prefer.


If the user decides to switch the delivery method to email, CareMaster will send a secondary email along with the initial one to the participant. It is important to highlight that the password will always be sent separately from the invitation email.


Delivery process: SMS has not been activated.

If your organisation has not activated SMS, CareMaster will inform the user, that a separate email will be sent to the participant, containing their new password.


In this scenario, the option to change the delivery method to SMS is unavailable, as the customer does not have SMS enabled.


Delivery process: SMS activated, but the participant does not have a mobile number recorded in their profile.

If the participant's profile does not include a mobile number despite SMS activation, the system will notify the user that a separate email will be sent to the participant, containing their new password.


This approach is necessary since the participant's profile does not include a mobile number.


### Resending Invitation.

If you need to resend an invitation to a participant, follow the same process described earlier. This feature comes in handy in several situations:


Non-receipt of the password: In case the participant did not receive the initial password, you can resend the invitation with a new password.


Request for a new password: If the participant needs a fresh password due to any reason, you can resend the invitation and provide a new password.


Inability to enter the password: If the participant faces difficulties entering the password for any reason, you can resend the invitation and provide an alternative password.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406167/original/9UuK4qElaVJ9BfElmSMfzvd96CLSJPyVsg.png?1696826103)



## Step 2: Client App Settings

To access the Client App Settings in CareMaster go to menu:


Settings > Client App Settings


The CareMaster Client App provides a range of settings that allow you to personalise the participants app experience. The process below outlines how to access and customise these settings according to your organisation’s preferences.


The settings are categorised into 4 main Tabs


Supports

Notifications

Abilities

Communications



**Supports**

When the settings described below are activated, users of the Client App can perform the following actions:

Allow Client To Add Signature

This option enables participants to sign their support requests directly within the Client App.


Allow Client To Cancel Supports

This option allows participants to cancel their scheduled supports using the Client App.


Allow Client To Request Supports

This option allows participants to request supports through the Client App.


Show provider cancelled supports

If the setting is activated, supports cancelled by the organisation will be displayed in the client app


Allow client to view cancelled supports

If the setting is activated, supports cancelled by the participant will be displayed in the client app


Show the cost per unit and the total cost of support

If enabled the participant can see the financial cost associated with the support.


For more detailed instructions on how to utilise these features, please consult the CareMaster - Client App Guide.


**Notifications**

To enable notifications for specific settings, follow the instructions below.


Once activated, notifications will be sent to the coordinators associated with each setting.


In order to receive notification requests, please ensure the Coordinator(s) have been assigned to the participant’s profile.


To assign the desired notification settings, simply click on the drop-down menu corresponding to each item.


Client App Bug Report Recipient Notification

Choose who will be notified when a client submits a bug report through the client app.


Client Leave Request Notification

Choose who receives notifications when client requests leave through the client app.


Client Support Cancellation Notification

Select who will be notified when a client cancels a support through the client app.


Client Support Request Notification

Decide who receives notifications when a client requests a support/s through the client app.


For more detailed instructions on how to utilise these features, please consult the CareMaster - Client App Guide.



**Abilities**

When the settings described below are activated, the participants can perform the following actions in the Client App:


Allow Client To Update Own Personal Details


Allow Client To Update Own Profile Picture


Allow Client To Upload Documents


Allow Client To Make Leave Requests


Show Funding Information


For more detailed instructions on how to utilise these features, please consult the CareMaster - Client App Guide.


**Communications**


Trading Hours Displayed

The information inserted here will appear in the client app and client welcome emails


Contact Details Displayed

The information inserted here will appear in the client app and client welcome emails




## Step 3: Client Notification Settings



To access the Client Notification Settings, go to menu: Settings > Client Notification


Within the Client Notification Settings, you can configure the following options to notify participants about various updates:


Upcoming Supports: The settings enable your organisation to send notifications to participants about upcoming supports.


Daily Supports: The settings allow your organisation to send daily support notifications to participants.


Support Changes: This setting enables notifications to be sent to participants when there are changes to their support arrangements.


To enable each participant’s notification preference i.e. SMS or Email.


Open the participant’s profile.

Go to the Notification tab Click Edit on the "Notification" tab to open the preferences.

Select the preferred notification method, either SMS or Email


Choose the number of days prior to the scheduled support to inform the participants.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406161/original/zoaqdytLDgrz55XcsA5avdyuH40mM4On2w.png?1696826103)

Choose the specific hour of the preceding day to inform the participants of the scheduled support, for instance, at 5:00 PM.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406168/original/6chZOYEEk080S_qs_73SGh0hw0PvBDakAQ.png?1696826103)


Select the desired timeframe in hours for informing the participants prior to a scheduled support session.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406162/original/U_9tc3EZQCM-LOe5RyoKMxJdVAVUDMbNag.png?1696826103)


To deactivate the notification options mentioned above, simply select the necessary setting to disable notifications for all participants.


Do not send upcoming appointment notifications

Do not send appointment today notifications

Do not send appointment changed notifications


If you wish to receive responses to the SMS notifications, please provide a mobile number in the designated field.


 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406169/original/s6YzTsCb1tGOhTQ0ww5DogIRH5itHtQ4Ug.png?1696826103)


SMS and Email Templates


 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406164/original/Q66zh_eA6pxUwKXl5A5IcmVP3EECSMJYTA.png?1696826103 " =49x")

Each of the notification settings mentioned earlier has its own set of notification templates for SMS and Email Notifications. If you wish to modify the templates, simply click on the help tab next to the relevant template to find the necessary fields that can be included in the notification's body. It's important to remember that each template has different fields available in the help icons.


 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51125406174/original/0tHENndQJIY10UKqfDrxvkueh-mgai88sQ.png?1696826104)



## Step 4: Requested Supports

When a participant submits a request for a support via the client (participant) app, the request is emailed as per the Client Support Request Notification setting under Settings > Client App Settings. If the client/participant request for supports is approved, a support would then need to be created for the request.

Within this guide refer to Step 2.2 for further information regarding the Client Support Request Notification setting.




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User Guide: Client App - Provider Guide

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