Help centre
Learn OneForce Care, step by step.
Screenshot-led guides for every part of the platform, plus a plain-English explanation of every alert and how to fix it.
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Getting started
5 articles- Welcome to OneForce CareGet your bearings: the top navigation, your account menu, and how these guides work.
- Roles and accessWho can see what: owners, admins, provider employees and support workers.
- Set up your organisationBusiness details, invoicing defaults, Xero, and workspace features, one tab at a time.
- Your first week checklistOrganisation, team, then participants and workers, loaded in bulk.
- Get help and raise an issueRaise a bug, question or idea, follow it, and see what we are already working on.
Participants
20 articles- Participants registerFilter or search the register, read the columns and alerts, and open a profile.
- Create a participantAdd a new participant and their core details.
- Bulk import participantsBring many participants in at once from a spreadsheet, linked to their contacts, plan, budgets, agreement and more.
- The participant profileHow the profile drawer is laid out, and how to edit the Details tab.
- NDIS planPlan details, funding type, the three budget pools, the Stated versus Flexible rule, and starting the next plan.
- Service agreementsLink the plan, choose signing, add agreed supports, set claim readiness and invoicing, then create, send, cancel or re-send the agreement.
- ConsentCapture consent by e-signature or on paper, pick the signatories, and rescind or cancel when needed.
- Participant contactsAdd the right people with the right details, and connect a plan manager for invoicing.
- GoalsThe outcomes the participant is working towards, with progress and target dates.
- RisksWhat workers need to watch for before a shift, rated and with a management plan.
- PreferencesFree-text preferences that keep support consistent between workers.
- DocumentsAttach files to the participant record, with a type and a name.
- NotesInternal notes about the participant, separate from shift progress notes.
- FinancialFinance items grouped by Ready, Needs review, Held and Invoiced.
- Budget utilisationSpend against allocation per budget pool, support-level usage, and finance blockers.
- Audit trailA read-only history of what changed, when and by whom.
- ShiftsA read-only view of the participant's shifts; roster and manage them from Scheduling.
- TasksA read-only view of tasks linked to the participant; create and manage them from Tasks.
- IncidentsA read-only view of incidents involving the participant; record and manage them from Incidents.
- Archive a participantArchive a participant who is no longer active. There is no restore.
Intake
4 articles- Intake overviewThe intake list, switching between table and board, and filtering by stage.
- Add a new intakeCapture a new enquiry from first contact.
- Intake stagesThe pipeline stages in order and how to move an enquiry through them.
- Convert, decline or archive an intakeTurn an accepted enquiry into a participant, or decline and archive it.
Incidents
4 articles- Incidents overviewThe incidents register, the table and board views, the statuses, and the Reportable and NDIS deadline columns.
- Report an incidentCreate an incident and capture every detail the form asks for.
- Reportable incidentsWhat makes an incident reportable, how the deadline is calculated, the Overdue badge, and the follow-up the Commission needs.
- Manage and close incidentsUpdate an incident, manage its evidence, change its status, archive it, and what each permission unlocks.
Scheduling
9 articles- Scheduling overviewPlanner (Day and Week) and Table views, date navigation, drag to create/move/resize/reassign, and how to find shifts.
- Create a shiftFill the Add shift form and create an unassigned shift.
- Assign a workerOpen a shift, manage assignments, pick a worker and support code, choose Automatic or Required acceptance, then publish.
- Recurring shifts and copyingUse Repeat to make a series, or Copy shift to duplicate one.
- Cancel a shiftCancel with the right party and reason, see the charge, and restore if needed.
- Shift statusesEvery status label, what it means, the order they happen in, and where to read the legend.
- Review and approve assignmentsUse the Assignments register to check the times, correct them if needed, and approve each worker after the shift.
- Shift typesDirect, Group and Intensive support, and what changes for each.
- Travel on a shiftWhere travel terms come from and how travel is captured per worker.
Tasks
4 articles- Tasks overviewBoard and table views, the four lanes, and where tasks show up.
- Create a taskAdd a task, pick its type, and mark it done.
- Claimable tasks and claimsTurn a completed NF2F, NDIA report or establishment fee task into a billing claim.
- Establishment fee tasksEligibility, the prompt on the Service Agreements tab, and generating the one-off establishment-fee claim.
Workers
15 articles- Workers overviewThe Workers register, its filters, columns and row actions.
- Invite a workerSet up a worker and send their login invite.
- Bulk import workersBring many workers in at once from a spreadsheet, with payroll and availability, and a login invite emailed to each new worker.
- The worker profileThe readiness pills and the worker profile tabs.
- Worker detailsThe worker's name, contact, identifiers and travel settings.
- Worker accessAccount type, creating a login, resending invites and password resets.
- Reset two-factor authenticationWhen the Security tab appears, and how to reset a worker's 2FA.
- Worker complianceRecord each credential's expiry and evidence, and read the compliance status.
- Worker payrollSCHADS classification, the agreed hourly rate and its annual sync, and worker travel pay.
- Worker availabilityAvailability windows and leave that scheduling uses when rostering.
- Worker documentsUpload and manage files on the worker record.
- Worker notesInternal notes about a worker, kept for your team.
- Worker shiftsA read-only view of a worker's rostered shifts.
- Worker audit trailA read-only history of changes to the worker.
- Archive a workerArchiving hides a worker from the register. There is no restore or hard delete.
Billing
5 articles- Billing overviewThe two charge tables, where rows come from, and the Generate and Add manual charge actions.
- Fix billing blockersA reference for the reasons a charge needs reconfirmation, and the fix for each.
- Add a manual chargeAdd a charge that isn't tied to a shift, then edit or remove it.
- Invoices, credit notes and correctionsThe invoiced ledger, plus how to credit a line or correct a rejected claim.
- Generate invoice batchesTurn your ready rows into invoice batches and an NDIS claim CSV.
Payments
4 articles- Payments overviewRead outstanding and settled totals, filter invoice batches, and follow up on payments.
- Record a paymentRecord an amount, date and reference against a batch, and attach evidence.
- Reconcile NDIA claim resultsImport the NDIA bulk results file inside the Record payment drawer, read the accepted and rejected lines, and void a batch.
- Push invoices to XeroBatches push to Xero as drafts on generation; push by hand and sync payments back from Payments.
Payroll
4 articles- Payroll overviewRead the weekly grid, filter to what needs attention, and open a worker's pay breakdown.
- Work the pay-run checklistClear the checklist steps, review unapproved timesheets in place, and see what each step is telling you.
- Finalise a week and record paymentThe finalise pre-flight, Finalise week, the per-worker Pay drawer, and Reopen.
- Export payroll and push to XeroThe two CSV exports, and how the Xero timesheet push matches workers and pay items and handles sleepovers and allowances.
Directory
2 articlesDocuments
1 articleReports
4 articles- Reports overviewThree tabs: pre-built Insights, a custom Data export builder, and Scheduled reports emailed to your team.
- Run an insightChoose a pre-built report, set the dates, run it and read the result.
- Export data to CSVBuild a custom table from a dataset and export it to CSV.
- Scheduled reportsPick a report, a cadence and who receives it, and it is emailed automatically.
Dashboard
1 articleSettings
9 articles- Settings overviewThe Account area and its six tabs, and which settings are owner or admin only.
- Your profileUpdate your name, phone and sign-in email on the Account tab.
- Password and two-factor authenticationChange your password, turn two-factor authentication on or off, and require 2FA per role.
- Organisation settingsBusiness name, logo, ABN, NDIS registration and address; the Organisation tab also holds Role-based access.
- Invoicing settingsGST code, GST registration, payment terms, bank details and remittance email used for invoicing.
- Connect XeroConnect to Xero from the Integrations tab; accounts and GST are worked out automatically, so there is nothing else to set up.
- Workspace featuresThe nineteen toggles on the Features tab, grouped into Modules, Scheduling, Integrations, Communication and Compliance.
- Roles and permissionsCreate a role, choose its screens and actions, assign people, and delete a role.
- NotificationsMark notifications read, set notification preferences, and message all workers.
Mobile app
8 articles- Getting started on the mobile appSign in, pick your provider, allow all of the required permissions, and learn the Home, Shifts, Alerts and Settings tabs.
- Accepting or declining a shiftSome shifts ask for an answer before you are booked in. Find them under Needs your response, then slide to accept or slide to decline.
- Clock in and outOpen today's shift, then slide to clock in and slide to clock out. Your provider can set how early you can start and check you are at the address, so the slider may be locked or a clock-in refused.
- Breaks and travelSlide to go on break, hold to end it, and start or end travel the same way. Your route is recorded for the whole trip, and a stalled trip is checked on and then ended for you.
- Sleepover active supportOn a sleepover shift, slide to start active support when you are up supporting the participant, and hold to end it. The total appears in your shift review.
- Progress notes and submitting a shiftWrite the progress note, complete your tasks, then review and slide to submit after clocking out.
- Report an incidentOpen the shift, tap Report an incident, fill the details, and slide to submit the report.
- Working offline and your settingsHow offline queueing and the conflict dialog work, plus appearance, reminders, permissions and other settings.
Troubleshooting
2 articles- Fix a field format errorWhat OneForce Care expects for phone, ABN, NDIS numbers and other formatted fields, so a rejected value is quick to fix.
- Why can't I see or edit this?What the No access screen and the Read-only banners mean, and how to grant the access that's missing.
- Alerts and blockers explainedEvery message OneForce Care can show, what it means, and how to fix it.