SSL Service Manager

Removed tabs: Tasks (nested under Requests, S-012) · Incidents (= urgent requests, S-013) · History (→ advanced search, S-014) · Service Cases (dropped, S-012) · Medication & Health Events (until NHS/SNOMED link, S-018)

Active incident

Urgent S-013 Open request

REQ-2026-0166 · Fallen on the ground - safe raised today 09:12 by K. Jackson · responder R. Johnson Mid · SLA today 17:00

ARC response timeline⏱ ETA 16:40

Sent09:12
Accepted09:20 · R. Johnson
En routeETA 16:40
Arrived–
Completed–

Shown only while an urgent request is live on this agreement – the card is not rendered when there is no active incident. The same timeline stays under the request in the Requests tab.

Services

S-021 all expiring across the book → Agreements report Add service

Service	Type	Start	End	Cost	Funder	Note	Status
Monitored response 24/7	Monitoring	03 May 2019	–	£4.60/wk	Social Services	Shared hub – billed to the household.	Active
Daily welfare call	Welfare call	01 Jun 2026	15 Jun 2026	£2.10/wk	F- Client or Family	Daughter requests the call before 10:00.	Expires in 5 days
Medication reminder calls	Welfare call	10 Mar 2026	19 Jun 2026	£1.80/wk	R- Professional Services	Pilot pricing agreed to Mar 2027.	Expires in 3 days
Key safe inspection	Maintenance	22 Jun 2025	22 Jun 2026	£0.40/wk	Social Services	Access via keysafe – code with the ARC.	Expires in 6 days
Key safe maintenance	Maintenance	03 May 2019	31 Dec 2025	£0.30/wk	Social Services	–	Ended

Service Type (item 4) and end-date auto-cancel are configured in Administration; expiring services surface here and in the Reports expiry list (critique 13.6).

Recent activity

read-only – action buttons removed (S-010)

Urgent request REQ-2026-0166 created – fallen on the ground, service user safe	Today 09:12 · K. Jackson
Task “Replace pendant” added to REQ-2026-0142	Today 09:14 · K. Jackson
Assessment Annual review 2026 published	02 Jun 2026 · R. Johnson
Stock transfer Leeds Central → Van A. Patel auto-raised for REQ-2026-0142	09 Jun 2026 · System
Message sent to Sarah Bright (SMS)	05 Jun 2026 · P. Reed

Contacts

S-011 Change priority New contact

Order	Contact	Relation	Categories	Phones	Availability
1	Sarah Bright s.bright@mail.com · app user Edit	Daughter	Primary Next of Kin	07700 900123 0113 496 0090	M T W T F S S On holiday 12–19 Jun Edit availability
2	Tom Hewitt t.hewitt@mail.com Edit	Neighbour	Emergency Keyholder	07700 900456	M T W T F S S Not 22:00–07:00 Edit availability
3	Marcus Carter Edit	Son	Power of Attorney	07700 900789 0113 222 0011	M T W T F S S Edit availability

Requests

S-012 All Live Closed Tasks shown under each request New request

Request	Type	Status	Assigned / Responsible	Next action by
Fallen on the ground - safeREQ-2026-0166	Custom Urgent	Accepted	R. Johnson Mid / P. Reed (Responders North)	Today 17:00 Q-006
↳ Restore alarm cover – fit replacement pendant TSK-8810 · R. Johnson · Accepted · SLA today 17:00
ARC response timeline S-013⏱ ETA 16:40 Sent09:12 Accepted09:20 · R. Johnson En routeETA 16:40 Arrived– Completed–
Pendant exchange + door sensor fix LinkedREQ-2026-0142	Change equipment	In progress	A. Patel Junior / P. Reed (Engineering)	12 Jun 2026
↳ Pick stock – replacement pendant TSK-8801 · Leeds Central · Complete
↳ Install pendant + door sensor fix TSK-8802 · A. Patel · Scheduled 12 Jun
↳ Confirm with family TSK-8803 · – · Closed as N/A Q-003
Initial installation – Smart Hub + pendantREQ-2025-0901	Installation	Closed 03 May 2025	A. Patel Junior / P. Reed	–
↳ Pick stock TSK-7701 · Complete ↳ Install TSK-7702 · Complete ↳ Welfare follow-up call TSK-7703 · Complete
↳ Follow-on request REQ-2026-0418 “Annual review” auto-scheduled 02 Jun 2026 S-012
Annual reviewREQ-2026-0418	Custom (review)	Closed 02 Jun 2026	R. Johnson Mid / P. Reed	–
↳ Annual review visit TSK-7710 · R. Johnson · Complete – assessment “Annual review 2026” published

Assessments

S-016 Create assessment

Assessment	Status	Completed by	Review
Connect assessment – annual review v2	Published 02 Jun 2026	R. Johnson Mid	REQ → 02 Jun 2027
Connect assessment (full) v1	Draft	K. Jackson (in progress) Senior	– on publish
Connect assessment (initial) v1	Published 03 May 2019	G. Mason	superseded

Equipment

S-017 Request equipment

Item	Serial	Location	Installed	Battery due
Lifeline Smart Hub Primary Shared	SH-882241	Hallway	03 May 2019	Aug 2026	Details 📊 DMP S-017
Fall detector pendant	FD-220981	Worn	03 May 2019	Reported lost – see REQ-2026-0166	Details 📊 DMP
Smoke detector Shared	SD-29014	Kitchen ceiling	14 Jan 2024	Jan 2028	Details not in DMP
Bed occupancy sensor	BO-110762	Bedroom	18 Sep 2023	Mar 2027	Details not in DMP
Lifeline Vi (old hub) Decommissioned	LV-410292	–	03 May 2019 – removed 18 Sep 2023	–	Details
Smoke detector (faulty) Decommissioned	SD-11807	–	03 May 2019 – removed 12 Jan 2024	–	Details

Call history

S-015 Log internal call

When	Type	Handled by	Outcome / notes
Today 09:10	Alarm – pendant absent	ARC · K. Jackson	Urgent request raised (REQ-2026-0166)
08 Jun 2026 14:02	Internal Teams → P. Reed	I. Kiryazov	Completed – discussed welfare check arrangements
09 Jun 2026 18:24	Outbound – welfare call	ARC · auto-dial	No answer – retry scheduled 19:00
06 Jun 2026 07:55	Test call	Automated	OK
02 Jun 2026 16:10	Outbound – assessment summary	R. Johnson	Completed – daughter conferenced in
28 May 2026 03:12	Alarm – smoke detector	ARC · M. Osei	False alarm (burnt toast) – no action

Notes

S-019 Add note

Permanent Door code in key safe – see Keyholder contact. · Created by G. Mason on 03 May 2019 (from PNC migration)

Temporary · expires 19 Jun Daughter on holiday 12–19 Jun – use neighbour Tom Hewitt first. · Created by K. Jackson on 05 Jun 2026 (synced from ARC)

Temporary · expired 02 May Building works next door – expect dust alarms. · Created by P. Reed on 18 Apr 2026

Messages – filtered to this service user

S-019

When	To / From	Channel	Message
Today 09:13	→ Responders North	App (free)	Urgent: pendant replacement needed today – REQ-2026-0166
05 Jun 2026	→ Sarah Bright	SMS	Reminder: annual review visit 2 Jun completed, summary available
05 Jun 2026	← Sarah Bright (app)	App	Thanks – I'll be away 12–19 Jun, Tom next door has the key
01 Jun 2026	→ Assessors (team)	App (free)	Annual review for E. Carter due this week – who can take it?

Audit

S-014 to

Item 29: dates filter by when each change was recorded (the audit timestamp), not by the date a record refers to. The From/To range supports “as of” reporting S-014

When	Who	Source	Entity	Action	From → To
Today 09:14	K. Jackson	SM	REQ-2026-0142	Task added	2 tasks → 3 tasks (+ Replace pendant)
Today 09:12	K. Jackson	ARC	REQ-2026-0166	Created	– → Urgent request (pendant lost)
09 Jun 2026 16:30	P. Reed	SM	REQ-2026-0142 · Task	Deleted	“Confirm with family” task deleted (reason: duplicate)
09 Jun 2026 15:10	K. Jackson	SM	REQ-2026-0142 · TSK-8802	Rescheduled	12 Jun 09:00–11:00 → 12 Jun 13:00–15:00 (SLA unchanged)
09 Jun 2026 14:22	P. Reed	SM	REQ-2026-0142 · TSK-8802	Reassigned	G. Mason → A. Patel (Engineering)
08 Jun 2026 14:05	I. Kiryazov	SM	Call history	Internal call logged	– → Teams call to P. Reed
05 Jun 2026 11:30	K. Jackson	ARC	Note (temporary)	Created	– → “Daughter on holiday 12–19 Jun”, expires 19 Jun
02 Jun 2026 15:50	R. Johnson	SM	Assessment “Annual review 2026”	Status change	Draft → Published (locked)
02 Jun 2026 15:50	System	SM	REQ-2027-**** (review)	Auto-created	– → Review request, due 02 Jun 2027
28 May 2026 10:12	P. Reed	SM	Agreement 000061234	Field change	Risk colour: Amber → Red
20 May 2026 09:41	S. Bright (app)	ARC	Contact Sarah Bright	Field change	Mobile: 07700 900100 → 07700 900123
14 May 2026 16:20	A. Patel	SM	Equipment BO-110762	Field change	Location: Living room → Bedroom
28 Apr 2026 08:01	Automated	ARC	Call history	Test call	– → OK (weekly)
15 Apr 2026 10:30	P. Reed	SM	Agreement 000061234	Service added	– → Daily welfare call (private pay)

Showing 1–6 of 11

Step 1 of 2 · What

Type * Q-013

Priority S-013

Choose a type first – the SLA and the remaining fields appear once a type is selected.

Choose a request type and give the request a title before continuing.

Title * – pre-filled from the type; edit as needed

A title is required.

Details

Select a request type above to see its SLA and the rest of the form.

Service level (SLA) Q-006

–

Equipment affected

Change kind – drives the default task set

This equipment is shared with the other residents at this address – item 7: tags it Shared (like the hub / fire alarm)

Prescribed equipment

Linked assessment

This equipment is shared with the other residents at this address – item 7: tags it Shared (like the hub / fire alarm)

A completed installation already exists for this user (03 May 2025). Installations normally originate from a referral Q-001 – creating one here covers e.g. re-installation after reactivation.

Task type – list as configured in Administration Q-003

Reason (standard category)

Recovery visit date

Decommissioning auto-cancels live requests and archives client data on completion – the guided flow with the dual-occupancy check runs via Decommission S-005

Default tasks – auto-added with their SLAs (set in Administration) Q-003

This request also affects the other resident at this address – Mrs Edith Carter shares this dwelling / a linked agreement with Harold Carter (000061235) Q-018

Cancel

Day	Available from–to	and from–to (optional)
Mon	–	–
Tue	–	–
Wed	–	–
Thu	–	–
Fri	–	–
Sat	–	–
Sun	–	–

Short-term unavailability (overrides the schedule) S-011

From

Reason shown to operators

A window cannot start after it ends – fix the highlighted times.

Cancel

← Back to profile

Connect assessment (full) · Mrs Edith Carter Draft v1

Autosaved 10:32 · resumes where you left off Publish…

Draft – editable until published; the linked request cannot complete until this is published. A full clinical assessment (29 questions / 4 groups) belongs on a page, not a modal – no risk of a stray Escape losing the work. Fields per "Connect assessment form.xlsm"; the initial-assessment answers pre-populate. S-016

Keywords– flags carried over from the profile, shown for context while assessing

About

Service user's name

Assessment date

Assessor name

Identifier type & number

Wellbeing

3 of 9 answered

Do you feel you are in crisis? Are you in receipt of any services?

Would you say that you have a positive outlook in general?

How confident are you that you can manage the challenges that face you?

Are you a carer?

What do you love/really like/feel passionate about doing?

Supported Self-Management

3 of 12 answered

In general how good is your health?

How many falls have you had in the last year?

How steady are you on your feet? Has this changed recently?

How suitable is your home for your circumstances?

Is there anything that worries/concerns you about your home?

Connectedness

3 of 8 answered

How often do you see someone?

How many different people do you see?

Do you ever feel lonely?

Do you use the internet/apps/smartphone?

Outcome

Recommended intensity (live): Level 3 – 1 Call Per Week S-016
Full form: 29 questions across 4 groups (template-configurable); scored options per the Priority Scoring sheet.

Publish… Cancel

Mrs Edith Carter › REQ-2026-0142

← Back to profile

REQ-2026-0142 · Pendant exchange + door sensor fix

In progress

Linked request. This request applies to all residents at this dwelling / linked agreement – a paired request runs for Harold Carter. Q-018

Tasks

“Task history” renamed – these are the tasks (Q-007). Click a task for details. Add task

Task	Assigned	SLA	Status
TSK-8801 Pick stock – replacement pendant	Store: Leeds Central	Met	Complete
TSK-8802 Install pendant + door sensor fix	A. Patel (Engineer) Junior	Due 12 Jun	Scheduled
TSK-8803 Confirm with family (default – N/A)	–	–	Closed as N/A

Stock items

“Allocated” renamed – reserved until task completion (Q-004, Q-007) Add stock item

Stock	Serial	From store	Status	Fulfilment Q-004
Fall detector pendant	FD-220992	Leeds Central	Reserved Q-007	At van
Lifeline Smart Hub SH-200	SH24-07731	South store	Reserved	In transit → Van LD-07 not at the van yet – visit Thu 09:00
Door sensor DS-1	DS23-40118	South store	Reserved	Awaiting pick – South store

Linked transfersTR-1044 Leeds Central → Van LD-07 · In transit · auto-raised from this reservation open in Inventory Q-004

When the last task completes, the completing user is prompted to close the request – it stays open only by explicit choice (Q-002). Try it: open the install task and complete it.

Details

Edit

TypeChange equipment Q-001

PriorityNormal

RequesterSarah Bright (daughter) · 07700 900123 Q-014

AssignedA. Patel Junior Q-005

ResponsibleP. Reed · Engineering Q-005

SLAEngineer visit within 5 working days · due 12 Jun 2026 Q-006

BookedA. Patel · 12 Jun 2026, 09:00–11:00 Q-016

Resolution– on completion (optional) Q-010

Applies toMrs Edith Carter + Harold Carter Linked Q-018

Follow-onREQ-2026-0420 Welfare follow-up call – Pending · SLA not started S-012

Links

Q-009 Q-017

Pendant install guide – manufacturer site · added by A. Patel

Suggested for this request Q-017

Fall detector pendant FD-220 – fitting & test

Falls risk – safeguarding checklist

Add from reference library…

Actions

Cancel request

Advanced search G-005

Field-level search over every agreement field, modelled on the old Advanced Search. Use Columns on the results to choose which fields are shown.

Service

Status (multi-select in the product)

Funder

Name

Agreement No.

Address / postcode

Telephone

NHS / NI / SS Ref / Social Care no.

Equipment Id / serial

Includes terminated agreements (status Terminated); redacted records also live in the archive S-008

Agreement no.	Customer ref.	Full name	Address	Funder	Service	Telephone	Start date	Status	Open requests
000061234	LD-2218-EC	Mrs Edith Carter	12 Mill Lane, Leeds LS4 2AB	R- Professional Services	Monitored response 24/7	0113 496 0042	03 May 2019	Active	2
000061235	LD-2218-HC	Mr Harold Carter	12 Mill Lane, Leeds LS4 2AB	Social Services	Monitored response 24/7	0113 496 0042	03 May 2019	Active	0
000058120	LD-1098-BC	Mr Brian Cartwright	8 Aire Street, Leeds LS1 4AB	F- Client or Family	Daily welfare call	0113 201 7788	12 May 2026	Pending	1
000044302	LD-0773-NC	Mrs Nora Carrington	3 Beck Road, Leeds LS6 1JN	S- Own Stock	Monitored response 24/7	0113 887 1200	19 Jul 2018	Terminating	1
000061901	LD-2301-DC	Mr Derek Carson	22 Kirkstall Avenue, Leeds LS5 3DP	R- Family & Friends	Monitored response 24/7	0113 660 4521	02 Feb 2024	Active	0
000048810	LD-0488-AC	Miss Ada Cartwright	5 Hill Top View, Leeds LS7 4QF	F- Professional Services	Monitored response 24/7	0113 270 3318	14 Mar 2015	Terminated	0

Work queue

Work queue G-007

Cross-client queue of requests & tasks. Preview – formally belongs to the Requests module.

Queued requests & tasks

G-007

Request	Service user	Type	Task / status	Assigned / team	Next action
REQ-2026-0166 Urgent	E. Carter	Custom	Replace pendant · Accepted	R. Johnson · Responders North	Today 17:00
REQ-2026-0142	E. Carter	Change	Install pendant + door fix · Scheduled	A. Patel · Engineering	12 Jun
REQ-2026-0117	G. Holt	Change	Exchange hub · On hold – awaiting stock	– · Engineering	Held 06 Jun
REQ-2026-0099	P. Naylor	Installation	Install hub · Unscheduled	– · Responders South	Breached 08 Jun
REQ-2026-0171	M. Osei	Custom	Welfare phone call · Scheduled 16 Jun	I. Kiryazov · Assessors	16 Jun
REQ-2026-0153	B. Aldred	Decommission	Equipment recovery · Scheduled	R. Johnson · Responders North	11 Jun

Terminated agreements

Terminated agreements S-008

Terminated profiles live here only. Search by agreement number works even after redaction. Redaction runs automatically (nightly job) after the retention period set in Administration, unless the do-not-redact flag is set. Terminated agreements that have not been redacted can be opened read-only for reference – click the agreement number. Reactivate shows only while the 3-month window is open.

Agreement no.

Name

Status

Terminated from

Terminated to

4 records

Terminated agreements

S-008

Agreement no.	Name	Terminated	Redaction due	Do not redact	Status	Actions
000048810	Miss Ada Cartwright	11 Feb 2026	11 Feb 2029	Off · Change…	Terminated	Open (read-only)
000031557	Mr George Fenwick	20 May 2026	Flagged – no auto-redaction	On · Change…	Terminated	Open (read-only) Reactivate
000012094	［redacted］	04 Jan 2022	–	–	Redacted 04 Jan 2025
000022731	Mrs Priya Allen	14 Mar 2023	14 Mar 2027	Off · Change…	Terminated	Open (read-only)

Terminated agreements › Miss Ada Cartwright (000048810)

Terminated – read-only (for reference). Terminated 11 Feb 2026; not yet redacted, so the record can be opened for reference. Editing, new requests, calls, messages and all other actions are disabled. The reactivation window (3 months) has expired. S-008

Miss Ada Cartwright

b. 22 Oct 1938 (87) · Female

Terminated

OrganisationLeeds Care Alliance

Agreement no.000048810

Customer ref.LD-1880-AC

Terminated11 Feb 2026 · reason: gone into residential care

Redaction due11 Feb 2029 (do-not-redact: off)

Address5 Hawthorn Road, Leeds LS7 3RT

Telephone0113 277 0151

Reference only

Opened for reference from the terminated archive. To bring this agreement back into service, it would need a new referral – the 3-month reactivation window has passed.

Services

Service	Type	Start	End	Cost	Payee
Monitored response 24/7	Monitoring	12 Mar 2015	11 Feb 2026	£4.20/wk	Leeds CC	Ended
Key safe maintenance	Maintenance	12 Mar 2015	11 Feb 2026	£0.30/wk	Leeds CC	Ended

Contacts

Order	Contact	Relation	Categories	Phones
1	Janet Cartwright	Daughter	Next of Kin	07700 900512
2	David Lowe	Neighbour	Keyholder	07700 900677

Requests

Request	Title	Type	Status	Closed
REQ-2025-0712	Annual review	Custom (review)	Closed	14 Jan 2026
REQ-2024-0531	Key safe replacement	Change	Closed	03 Sep 2024
REQ-2015-0098	Initial installation	Installation	Closed	12 Mar 2015

Assessments

Assessment	Status	Completed by	Date
Connect assessment – annual review	Published	R. Johnson	14 Jan 2026
Connect assessment (initial)	Published	G. Mason	12 Mar 2015

Equipment (recovered)

Item	Serial	Installed	Status
Lifeline Smart Hub	SH-771204	12 Mar 2015	Recovered 11 Feb 2026
Fall detector pendant	FD-118003	12 Mar 2015	Recovered 11 Feb 2026
Key safe	KS-44190	03 Sep 2024	Recovered 11 Feb 2026

Call history

When	Type	Handled by	Outcome / notes
10 Feb 2026 09:20	Outbound – termination notice	R. Johnson	Completed – daughter informed
02 Jan 2026 11:05	Test call	Automated	OK
18 Dec 2025 22:14	Alarm – fall	ARC · M. Osei	Responder dispatched – no injury

Notes

Permanent Key safe by front door – code held by daughter. · G. Mason, 12 Mar 2015

Temporary · expired Daughter arranging residential care – termination expected Feb. · P. Reed, 20 Jan 2026

Messages

When	To / From	Channel	Message
11 Feb 2026	→ Janet Cartwright	SMS	Service ended 11 Feb; equipment recovery completed.
20 Jan 2026	← Janet Cartwright	App	Mum moving to Hawthorn Lodge on the 11th – please close the service.

Audit (read-only)

When	Who	Action
11 Feb 2026	R. Johnson	Agreement terminated – gone into residential care
11 Feb 2026	System	Equipment recovered → Leeds Central
05 Feb 2026	P. Reed	Decommission request created

Today 07:55	Automated test call	OK
09 Jun 2026	Pendant FD-220981 not seen 24h	Alert
06 Jun 2026	Battery self-test	78%

Ctrl/⌘ K	Jump to the global search – press again to close it
Ctrl/⌘ L	Switch theme – cycles System → Light → Dark
Ctrl/⌘ \	Collapse or expand the side menu
F1 / ?	Show the available keyboard shortcuts (this panel)
Esc	Close a popup or the search list
↑ ↓ Enter	Move through the search suggestions and open one
/	Focus the global search
g then d/r/u/f	Go to Dashboard / Requests / Service Users / Referrals
n	New – context-aware (new request / new referral)
j / k + Enter	Move down / up the list rows and open the highlighted one
[ / ]	Previous / next page on paginated lists
e / a / h	Edit / assign / hold the open record
Ctrl/⌘ Enter	Submit / save the current dialog
t	Toggle the wireframe annotations drawer
1–9	Jump between profile tabs (Service User Profile)

Wireframe options

Keywords

Actions

Active incident

Services

Recent activity

Contacts

Requests

Assessments

Equipment

Call history

Notes

Messages – filtered to this service user

Audit

Connect assessment (full) · Mrs Edith Carter Draft v1

About

Wellbeing

Supported Self-Management

Connectedness

Outcome

REQ-2026-0142 · Pendant exchange + door sensor fix

Tasks

Stock items

Details

Links

Actions

Advanced search G-005

Results

Work queue G-007

Queued requests & tasks

Terminated agreements S-008

Terminated agreements

Reference only

Services

Contacts

Requests

Assessments

Equipment (recovered)

Call history

Notes

Messages

Audit (read-only)

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