Moments That Matter

The same four sites, the same four months as the incident register — but this time the system captures what went right. Every record below is synthetic. Start on Timeline to see one person's wins against their actual goals, then switch to Trends for what it looks like across the organisation.

Moments in window

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Mar – Jun 2026, 4 sites

First-time-ever moments

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something the person had never done

Reported above site level

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there is no pathway to report one

Goal reviews with evidence

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of – goals reviewed 30 Jun

Same period, same people, two very different systems

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incidents — things that went wrong

Mandatory form, defined severity scale
Team-leader review step (on paper)
ALERT → ERT → CERT escalation pathway
Reportable subset goes to the NDIS Commission
Counted, trended and reported to the board

Pathway exists ✓ — see the incident pattern mock.

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moments that matter — things that went right

No form. Free text in a shift note, if at all
No review step, no reader, no aggregation
No escalation — a win has nowhere to go
Never leaves the house it was written in
Not counted, not trended, never seen by the board

No pathway ✗ — this page is the pathway that doesn't exist.

Goal-area movement over time

Moments logged per month, by goal area. The line is flat-to-rising across the window — progress is happening at a steady clip. Nothing in the current reporting stack would show you this shape, because nothing counts a win.

Which sites log wins

Incidents versus moments, per site. Every site files incidents. Not every site writes down a win.

Who writes them down

Filing an incident is mandatory, so almost everyone does it. Logging a win is voluntary, so it tracks tenure, not caseload — the three who have never written one down are two of the February 2026 Willoughby starters and the newer of the two Lakemba workers.

Where a win ends up

Only progress notes are structured and searchable. Shift-note free text is technically retained but never read across. The handover book and verbal handovers are gone the moment the shift turns over.

The finding

The same four months that produced – incidents also produced – moments that matter — and only the incidents have anywhere to go. – of those moments were something the person had never done before. Not one was reported above site level, because there is no mechanism to report one. All – goals reviewed on 30 June were closed with no evidence attached — including Dave R.'s, marked "no measurable progress recorded" on the same day his fourth month of shower routine was sitting in a shift note.

The second finding — the loop runs one way

A support worker's only structured channel into the organisation is the incident form. Everything they notice that isn't a problem exits the system at the end of the shift. That is not a reporting gap; it is a picture of the person built entirely out of their worst days.