The exec summary observation: paperless homes is a risk amplifier if embedded workflows, prompts, and escalation pathways don't come with it. This register maps every specific control needed for digital documentation to be managed, not just digital — and shows what Achieve already has, what needs adapting, and what is a current gap. Built against the mealtime management plan failure as the reference case.
Every participant-facing plan has a review date. In a managed digital system, that date is tracked centrally, alerts fire before expiry, and there is a defined pathway if the alert is not actioned. In an unmanaged digital system, the date lives in a field that nobody looks at until something goes wrong.
| Document / plan type | Current state at Achieve | Status | What adapt or build requires |
|---|---|---|---|
| Support plan / service agreement | Annual review cycle exists in Connect (SIL) and VisiCase (Day Programs, Respite). Review date recorded. | Adapt | Review date field must trigger automated alerts at T-30 and T-14 days. Alert must route to SM, not sit in a report nobody opens. Interim review trigger needed when participant circumstances change (see Category 4). |
| Mealtime management plan | Ops spreadsheet built post-blitz. Disconnected from Connect and VisiCase. Not suitable for Power BI. Review dates held in spreadsheet, not in system of record. | New build | Plan currency must be held in Connect (or nominated system of record), not a parallel spreadsheet. Review date, responsible clinician (SLP/dietitian), and last-reviewed date all required as fields. Alert mechanism at T-30 and T-14. Escalation if not actioned by expiry (see Category 3). Spreadsheet to be decommissioned once system holds the data. |
| Health action plan | Exists in VisiCase and/or Connect — review date currency not confirmed in this engagement. | Gap to assess | Confirm whether Connect holds review dates for health action plans and whether any alert mechanism is configured. If not, same build as mealtime management plan required. |
| Behaviour support plan | Plans exist. NDIS-registered BSP sign-off process in place. Whether review dates are tracked in Connect with alerts is not confirmed. | Gap to assess | BSP review dates must be in Connect with alert mechanism. Restrictive practice use triggers interim review (not just calendar date). Confirm current state before classifying as adapt or new build. |
| Bowel management plan | Currency not assessed in this engagement. | Gap to assess | Same requirements as mealtime management plan — review date, responsible clinician, alert at T-30/T-14, escalation on expiry. Assess whether exists in Connect or requires new data structure. |
| Emergency management / evacuation plan | Likely exists in VisiCase or paper at most sites. Annual review required. Connect migration scope not confirmed. | Adapt | Review date must move into Connect as part of paperless transition. Alert at T-30. Review triggered ahead of schedule when participant mobility, health status, or site layout changes. |
| Medication authority | Medication charting exists. Whether authority expiry date is tracked with alerts is not confirmed. | Adapt | Authority expiry date in Connect with alert at T-30. Pharmacist review date tracked separately from authority expiry. Medication change (new, ceased, dose change) triggers immediate authority review — not calendar-driven. |
| Restrictive practice authorisation | State-level authorisation in place. Expiry tracking in Connect not confirmed. | Adapt | Authorisation expiry date in Connect with T-60 and T-30 alerts — Commission and state authority timelines differ; both must be tracked. Lapsed authorisation triggers immediate suspension of the practice pending renewal. |
| Risk assessment (individual) | Risk assessments exist in some form. Not confirmed whether review dates are tracked in Connect. | Adapt | Review date in Connect. Alert at T-30. Incident of relevant type (see Category 4) triggers interim review — risk assessment should not only be calendar-reviewed. |
Currency is about plans having a valid date. Completeness is about required documentation being submitted at all. In a paper system, a missing shift note is eventually noticed by someone flicking through a folder. In an unmanaged digital system, it disappears into a database gap that is only noticed at audit.
| Documentation requirement | Current state at Achieve | Status | What adapt or build requires |
|---|---|---|---|
| Shift note completeness | Shift notes submitted in Connect. No automated check that every rostered shift has a corresponding note. | New build | System cross-references RosterOn (shift occurred) against Connect (shift note submitted). Where shift is recorded in RosterOn but no note exists in Connect by shift-end plus two hours, alert fires to SM. Unresolved after 24 hours escalates to RM. Note: requires RosterOn-to-Connect data linkage or daily completeness report. |
| Medication charting completeness | Medication charting exists. Whether daily completeness is monitored against the medication schedule is not confirmed. | Adapt | Daily check: every scheduled medication administration should have a chart entry (administered or not administered with reason). Missing entries flagged to SM same day. PRN entries checked for documentation of reason and outcome. |
| Incident report submission within required timeframe | Incident reporting routes through OCG. Whether timeframe compliance is automatically monitored is not confirmed. | Adapt | Incident date recorded in Connect. System calculates whether report was submitted within required timeframe (internal and Commission requirements differ by incident type). Non-compliant submissions flagged to OCG and SM automatically. Commission notification clock tracked separately. |
| Handover note completeness | Handovers are currently informal and often verbal. No structured digital handover field exists in Connect. | New build | Structured handover field required in Connect — separate from the shift note. Handover must record: what happened during shift that the incoming worker needs to know, any follow-ups outstanding, any health observations requiring monitoring. Incoming worker acknowledgement recorded before shift start. |
| Plan acknowledgement by worker before shift | No structured check that a worker has read relevant plans before supporting a participant. Induction exists at organisation level; participant-plan-level acknowledgement not confirmed. | New build | When a worker is first rostered to support a participant, system checks whether they have acknowledged the participant's active plans (mealtime management plan, BSP, medication protocols, health action plan). Unacknowledged plans generate alert before shift. Worker cannot be recorded as having delivered the shift without acknowledgement on file (or SM override with documented reason). |
| Intake documentation completeness | Connect intake process exists for SIL. Whether checklist completion is monitored against NDIS Practice Standards intake requirements is not confirmed. | Adapt | Intake checklist tied to service commencement date. System flags incomplete intake documentation at T+7 and T+14 days. Checklist includes: service agreement signed, rights and responsibilities provided, support plan commenced, all required clinical plans assessed and commenced or justified as not required. |
An alert that only reaches the person who caused the gap is not an escalation pathway — it is a reminder. Managed documentation requires defined routing: who gets the alert, who gets the escalation if the alert is not actioned, and what happens if the escalation also stalls. Currently none of these pathways are defined for documentation-related gaps at Achieve.
| Trigger event | Current pathway | Status | Required pathway |
|---|---|---|---|
| Plan or document expiry (any type) | No alert system. Individual manager notices, or gap is found in audit. No defined escalation if manager does not act. | New build | T-30 days: SM alerted. T-14 days: SM + RM alerted. Day of expiry: Quality team notified; document flagged in participant record. Expired + 7 days unresolved: Escalation to COO level. Pathway applies to all plan types in Category 1. |
| Shift note not submitted | No monitoring. Gap only noticed at audit or incident review when notes are pulled. | New build | Shift end + 2 hours: SM alerted (note outstanding). Next calendar day: RM alerted if unresolved. Note: the alert must distinguish between a genuinely missing note and a late-filed note — both matter but require different responses. |
| Health observation flagged as concerning | No structured health observation flag in current shift note format. Health concerns escalated verbally or not at all — dependent on individual worker and manager relationship. | New build | Within shift: Concerning observation routes to SM (same shift) and to clinical nurse or on-call clinical support. SM documents action taken before end of shift. If action not documented by shift close: RM alerted next morning. Concern and response both captured in Connect — creates an audit trail that a verbal conversation cannot. |
| Incident flag raised in shift note | Incident reporting through OCG exists. Route from shift note to incident report not automated — depends on worker knowing they need to file a separate report and doing so. | Adapt | Shift note with incident type flagged automatically prompts worker to initiate incident report in Connect before note can be submitted as complete. Report initiation ≠ completion — clock starts from initiation. SM notified of initiated-but-incomplete reports at end of each day. |
| Commission notification approaching timeframe | Commission notification managed through OCG. Whether Commission deadline is tracked with automated alerts is not confirmed. | Adapt | Notification deadline tracked from incident date. Alert to OCG at T-minus 24 hours of Commission deadline. Alert to SM and RM if submission not confirmed by deadline. Late notifications flagged to Quality team for Commission correspondence management. |
| Restrictive practice lapsed (authority expired) | No automatic suspension mechanism confirmed. Lapsed authorisation currently relies on individual manager checking. | New build | Restrictive practice authorisation expiry triggers immediate flag to RosterOn: workers supporting this participant cannot record implementation of the restricted practice. SM and BSP notified same day. Practice suspended until new authorisation in place and recorded. |
| NDIS worker screening lapsed | PP&C manages worker screening. Link to RosterOn for automatic suspension from shift allocation on expiry not confirmed. | Adapt | T-60 days: Alert to worker and PP&C. T-30 days: Secondary alert to PP&C and SM. Day of expiry: Worker suspended from new shift allocations in RosterOn. Existing shifts on roster flagged for PP&C review. Worker cannot resume shifts until clearance on file. |
A managed documentation environment knows that certain events always require certain responses. These are not discretionary — they are the minimum required actions that any competent system should automatically prompt. Currently these triggers either don't exist at Achieve, or exist informally as worker and manager knowledge rather than embedded system logic.
| Trigger event | Current state | Status | Required downstream actions |
|---|---|---|---|
| New participant intake | Connect intake process exists. Whether a timed documentation checklist fires and is monitored for completion is not confirmed. | Adapt | Service commencement date triggers: intake documentation checklist (PS 2.1) with completion deadlines; support plan commencement task assigned to SM; clinical plan assessment assigned (mealtime, health action plan, BSP — confirm need for each); staff induction on participant plans before first solo shift; T+7 and T+14 completeness checks. |
| Participant hospitalisation | Hospital admission managed ad hoc. Verbal escalation to SM and family. No documented trigger cascade in Connect. | New build | Hospital admission recorded in Connect triggers: SM notification; health action plan flagged for review on return; medication review assigned to clinical nurse; family/representative notification documented; Commission notification assessment (is this a reportable incident?); discharge planning task created; support plan review on return within 72 hours. |
| Participant incident — notifiable type | OCG pathway for Commission notification exists. Downstream tasks (BSP review, risk assessment, family notification) managed by SM individually without structured checklist. | Adapt | Incident type drives automatic task list: Commission notification clock started; BSP review assigned if behaviour-related; risk assessment flagged for review; family/representative notification documented in Connect; SM investigation assigned with due date; OCG review meeting scheduled. Task list varies by incident category — the system maps category to required next steps. |
| Participant health change reported | Health change escalated verbally or noted in free-text shift note. No structured trigger in Connect from shift note to plan review. | New build | Shift note with health change flag triggers: SM notification within 4 hours; relevant plans flagged for interim review (health action plan, mealtime management plan if applicable); clinical nurse review task assigned; GP contact documented; if hospitalisation results — see hospitalisation trigger above. |
| New worker first allocated to participant | Organisation-level induction exists. Participant-specific plan induction not linked to roster allocation. Worker may be rostered before having read participant's active plans. | New build | First roster allocation triggers: plan induction checklist specific to this participant; worker must acknowledge active plans (mealtime management, medication protocols, BSP, health action plan) in Connect before shift is confirmed. SM notified of any incomplete acknowledgements. Note: this is the control that would have prevented the mealtime management plan gap from being a worker-knowledge problem as well as a currency problem. |
| Plan review due date reached | Annual review date exists in Connect/VisiCase. Whether a task is automatically assigned to the relevant staff member at review date is not confirmed. | Adapt | Review date triggers: review task assigned to SM (and relevant clinician for clinical plans); participant and family/representative notified of upcoming review; review meeting to be scheduled within X days of due date; completed review filed in Connect; next review date set at completion. Not complete until all fields are populated — system should not allow review closure without next due date. |
| Medication change (new, ceased, dose change) | Medication changes managed by clinical nurse. Whether downstream notification to all workers and update to medication authority is systematically triggered is not confirmed. | New build | Medication change recorded in Connect triggers: medication authority updated (or flagged for update by prescriber); medication charting template updated; all workers currently rostered with participant notified of change; pharmacist review task created where clinically indicated; SM notified; change recorded in shift note for shift when change takes effect. |
| Site environment change (layout, equipment) | Not systematically tracked. Emergency evacuation plan and risk assessment review triggered by environment change managed by individual SM. | New build | Site change recorded in Connect triggers: emergency evacuation plan review assigned; individual risk assessments reviewed for affected participants; staff notified of changes relevant to their participants. Particularly relevant for participants with mobility or sensory needs. |
A managed documentation environment does not just track that a plan is current. It also tracks whether the workers implementing that plan know what it says and have demonstrated they understand it. Currently at Achieve, training completion and plan acknowledgement are tracked in separate systems with no link to shift allocation or to the specific plans a worker is expected to implement.
| Control | Current state at Achieve | Status | What adapt or build requires |
|---|---|---|---|
| Plan acknowledgement record per worker | Plan sign-off exists in some form but not systematically in Connect and not linked to shift allocation. A worker can be rostered with a participant whose mealtime management plan they have never read. | New build | Digital acknowledgement field for each active plan per participant. Worker records date of read-and-understood. Acknowledgement visible to SM. New version of a plan resets acknowledgement requirement — updated plans require re-acknowledgement before worker can be confirmed on shift. Not a signature for compliance: a functional confirmation that the worker knows what the plan says. |
| Training completion linked to plan type | Training completion tracked in PP&C/HRIS systems. Not linked to specific participant plans or to shift allocation. A worker without current mealtime management training can be rostered with a participant who has a mealtime management plan. | New build | Training categories mapped to plan types: mealtime management training → required before worker allocated to participant with mealtime management plan; medication administration training → required before worker allocated to participant with medication authority; BSP implementation training → required before worker allocated to participant with active BSP. Training currency (expiry date) held in Connect or HR system with visibility in RosterOn at point of shift allocation. |
| Competency sign-off for complex or high-risk protocols | Clinical sign-off process exists for some high-support situations (RN involvement). Whether competency sign-off is formally documented in Connect before worker is confirmed on shift is not confirmed. | Adapt | Participants with complex health or behaviour needs have a competency requirement flagged in Connect. Workers allocated to these participants must have clinical sign-off on file — from RN, clinical nurse, or authorised clinician — before shift allocation is confirmed. Sign-off is participant-specific, not generic. Renewal required annually or when participant's needs change significantly. |
| Site-specific induction record | General induction exists. Site-specific induction (emergency procedures, physical environment, participant mix, site-level protocols) not documented systematically. | Adapt | Site induction record created in Connect for each site. Workers record completion of site-specific induction (emergency evacuation route, site equipment, site-level protocols) before first shift at that site. Site induction record updated when site layout or participant mix changes — changes re-trigger induction requirement for workers at that site. |
| Annual refresher — core protocols | Annual training requirements exist (mandatory training schedule managed by PP&C). Not confirmed whether training currency is linked to plan type or roster allocation at participant level. | Adapt | Annual training currency for core protocol categories (mealtime management, medication, manual handling, behaviour support, emergency response) tracked in Connect with expiry. Lapsed training triggers alert to worker and SM. Worker with lapsed training in a required category is flagged at point of shift allocation — SM must either confirm alternative arrangement or defer allocation until training is current. |
The 36 controls listed in this register are the preconditions for paperless to be safe, not features to add after go-live. Moving documentation to digital without them does not create a more visible system — it creates a faster-moving version of the current invisible one.
The mealtime management plan example is the evidence base. Plans not current was a paper-era problem. The digital response was a disconnected spreadsheet. Paperless homes could digitalise that same gap without resolving it.
The sequencing question for Achieve: which of these 36 controls need to be in place before paperless homes go-live, and which can be built in parallel during transition?
The CEO report confirms that "this functionality was originally intended as part of the Connect CMS implementation but could not be delivered due to system constraints." That functionality — documentation currency alerts, embedded workflow prompts, escalation pathways — maps directly to Categories 1, 3, and 4 of this register.
Connect is live but has not delivered the managed documentation layer it was scoped to include. The paperless homes strategy is proposing to extend digital documentation to group home environments using the same Connect platform. Before extending the platform's footprint, the question is whether the outstanding configuration — the workflows and alerts that were not delivered — will be built into the extension, or whether paperless homes will go live on the same unmanaged foundation that produced the mealtime management plan gap.
This is not a reason to delay paperless. It is a specification for what the paperless project scope must include.
Most of the 36 controls above are automation — rules, alerts, and routing logic that any well-configured system can deliver. A subset benefit from AI, which adds pattern detection, prioritisation, and draft generation that rule-based automation cannot do. The table below maps which controls have an AI opportunity and what it is. The full build specification is in the AI-Assisted Documentation document.
| Control | Category | When AI helps | What AI adds (beyond basic automation) |
|---|---|---|---|
| Plan currency risk scoring | 1 — Currency | Tier 1 — now | AI reads recent incident activity and health events alongside plan review dates to rank which plans are most likely to have drifted — independent of their calendar date. Replaces a flat expiry-date list with a risk-ordered priority list for the SM and quality team. |
| Plan-reality drift detection | 1 — Currency | Tier 2 — 6–12 mo | AI compares what active plans say should be happening with what shift notes describe actually happening. Catches the gap between the document and the practice before the annual review cycle would surface it. |
| Shift note quality analysis | 2 — Completeness | Tier 2 — 6–12 mo | AI evaluates shift note content for clinical meaningfulness — not just whether a note was filed, but whether it contains health domain observations, follow-up items, and plan-specific detail. Quality score per note, per worker, visible to SM weekly. |
| Health pattern detection | 2 — Completeness | Tier 2 — 6–12 mo | AI reads across 30–60 shift notes per participant and flags patterns no individual reviewer would catch: weight references declining over 5 notes, pain language appearing across 4 different workers' notes, meal refusal mentioned 6 times in 3 weeks. Each note looks fine individually; the pattern is only visible at scale. |
| Intake plan completeness check | 2 — Completeness | Tier 1 — now | AI reads a new participant's support plan against a fixed domain checklist (communication, health, behaviour support, mealtime management, risk assessment, emergency management) and flags missing domains before the plan is approved. Consistently applied — no domain is forgotten because a reviewer was busy. |
| Alert prioritisation and triage | 3 — Escalation | Tier 2 — 6–12 mo | When multiple alerts fire simultaneously, AI ranks by participant risk rather than alert type or date. An expired mealtime plan for a participant with dysphagia risk ranks above an expired emergency plan for a low-complexity participant, even if the emergency plan is older. |
| Incident classification and Commission notification drafting | 3 — Escalation | Tier 1 — now | AI classifies submitted incident reports against NDIS Commission reportable incident categories and drafts the notification where required. SM and OCG review and submit — they don't write from scratch. Reduces classification error and notification drafting time. Can be piloted now without Connect API access. |
| Hospitalisation review preparation | 4 — Triggers | Tier 2 — 6–12 mo | When a hospitalisation is recorded in Connect, AI reads the full participant record and generates a structured briefing for the clinical nurse or SM conducting discharge review: medication history, recent incident pattern, upcoming plan expiries, GP contact history, health flags from recent notes. Reviewer arrives prepared rather than pulling this manually. |
| Health change detection without explicit flagging | 4 — Triggers | Tier 3 — 12–24 mo | AI monitors shift note language continuously for health concern patterns a worker described but didn't formally flag — "seemed uncomfortable," "didn't finish meals again," "slower than usual" appearing across multiple notes. Flags to SM and clinical nurse when a pattern threshold is reached, without requiring the worker to have classified it as a health concern. |
| Worker participant briefing generation | 5 — Staff readiness | Tier 1 — now | AI reads a participant's active plans and generates a single worker-facing briefing: who this person is, what matters to them, what to know before the first shift, what to do if X. Clinician reviews before activation. Replaces a PDF stack with a readable, specific summary. Can be piloted now with plans exported from Connect as PDFs. |
| Knowledge check generation | 5 — Staff readiness | Tier 1 — now | AI generates 4–5 specific questions from a plan's content — texture requirements, positioning, what to do if the participant coughs. Worker answers before first solo shift. Demonstrates comprehension, not just attestation. Replaces a signature on a form with a functional knowledge check. |
| Contextual shift note prompting | 2 — Completeness | Tier 3 — 12–24 mo | AI embedded in the Connect shift note interface surfaces participant-specific prompts as the worker types: "This participant has a mealtime management plan — please note food texture, volume, and swallowing concerns." Prompts are drawn from the participant's active plans — specific to this person on this shift, not generic reminders. |
| Plan draft generation for clinician review | 1 — Currency | Tier 3 — 12–24 mo | At plan review, AI drafts an updated plan from the previous version, recent shift notes, incident history, and new clinical information. Clinician reviews and edits a populated draft rather than starting from a blank template. AI highlights what has changed and flags what it is uncertain about. Never published without clinician sign-off. |