Carer Onboarding

1. Before you start

Companion video: Carer Onboarding — How to log a safeguarding concern

What you'll need

• The welcome email from your manager. It has a Set up my account button — one tap, no password to type in.
• A phone, tablet, or computer with internet access.

That's it. No training. No paperwork.

2. Signing in for the first time

The very first time is one tap. The welcome email signs you in and takes you straight to choosing your own password — there is no temporary password to type.

Step by step

1. Open the welcome email your manager sent you.
2. Tap the Set up my account button in the email.
3. You'll go straight to a "Choose your password" screen — this only appears the first time. Enter a new password of your own choosing in both boxes.
4. Click Save and Continue.

You're now on your dashboard.

3. Starting a new concern

On your dashboard, click the Report a Concern button.

4. Service user concern vs General concern

The next screen shows two buttons at the top.

For the rest of these steps we're using Service user concern.

5. Picking the service user

Below the two buttons there's a drop-down to pick the service user.

• Tap the dropdown, or start typing their name.
• If you don't see any service users in the list, contact your manager — they need to add them to your account before you can raise a concern about them.

6. About the Concern (the 6 fields)

The next section captures the core facts of what happened. Six fields, in this order.

Field 1 — Category

Pick the option that most closely matches what your concern is about (for example Physical Abuse, Financial Abuse, Neglect).

Field 2 — Specific type

Pick the closest sub-option that aligns with your concern.

Field 3 — Type (how you know)

This is about how you know what happened. Choose one:

• Suspected — you suspect something but haven't seen it.
• Alleged — someone has alleged it.
• Confirmed — you've confirmed what happened.
• Disclosed by the service user — the service user told you directly.
• Witnessed directly — you saw it yourself.

Field 4 — Severity

• Low — minor, no immediate risk.
• Medium — needs prompt attention.
• High — serious and urgent.
• Critical — immediate risk to life or safety.

Field 5 — Location

Where it happened — choose from the drop-down.

Field 6 — Date of the incident

Pick the date. If you can't remember exactly, pick the closest.

7. The description

This is the most important field on the page.

Tell the story. Cover:

• Who?
• What?
• When?
• Where?

Plain words are fine. Don't worry about grammar or spelling. Just be as clear as you can.

8. Immediate action taken

The next section is Immediate action taken.

Write down anything you did at the time. For example:

• Did you tell your manager?
• Did you move the resident?

Keep it short. Spelling doesn't matter.

Submitting

When you're done, click the Submit button at the bottom of the page.

• The concern is now saved with a timestamp.
• Your manager gets a notification straight away.
• The record is permanent.

9. View your concern and the Audit Trail

Once submitted, you can view the concern you have just logged.

Step by step

1. From the success page, click Back to Dashboard.
2. On your dashboard, scroll down to Your Latest 10 Concerns.
3. Your new concern is at the top of the list — click it to open.

Everything you entered is on the concern page: category, severity, description, immediate action, and so on.

The Audit Trail

Scroll down to the bottom of the concern page. You'll see the Audit Trail — a timeline of everything that has happened to this concern.

• Every change is added here automatically.
• Each entry has a timestamp and shows who made the change.
• Anyone with access to the concern can see exactly what has happened and when.

10. Anonymous Speak Up

Speak Up is for when you want to report something but don't want your name attached.

Finding Speak Up

1. Tap the menu icon at the top of the page (the three lines, top right).
2. From the menu, tap Speak Up.

The Speak Up page has two main fields.

What your concern is about

A drop-down — pick the closest category to what your concern is about.

Describe your concern

A text box. Describe what you have seen, heard, or are worried about.

Use Speak Up when you don't want your name on the concern.

11. Getting help

Stuck or need help?

• Tap the ? button at the bottom-right of any screen — that's the help page.
• Or ask your manager.