System users – invite, roles, user groups, MFA/SSO and the disable / leaver flow. Admin only; changes are audited.
⇄ Sync to the call-handling side. Keyword and referral-source colours must stay consistent with the ARC / call-handling system so operators and SM users see the same colours. Saving here should push the palette to the call-handling configuration (integration to be confirmed) – not a one-sided change.
Manage employees
Custom schedules · home base · reschedule rights · break allowance
Name
Role
Level
Gender
Home address
Custom schedule
Can reschedule own tasks
Add store
Deactivating a store requires it to be empty. All changes are audited.
Edit user
Enabled
Account status Disabling removes access immediately. Marking a leaver keeps history for the retention period (G-013), then the record is redacted.
Marking a leaver schedules redaction of the roster and activity data after the retention period. G-013
Edit own restricts editing to records the user created; Edit assigned to records assigned to them. Changes are audited.
What each permission level means
A role sets a level for each module. The level controls what a person in that role can do in that module.
Level
What it allows
Admin
Full access, including configuring the module (e.g. edit its settings in Administration).
Edit
View and change any record in the module.
Edit assigned
View everything, but change only records assigned to this user (e.g. a responder editing their own tasks).
Edit ownnew
View everything, but change only records this user created themselves. Useful for self-serve coordinators who should not touch other people's records. (Item 5.4.)
View
Read-only access to the module.
–
No access – the module is hidden for this role.
Module-specific values
Own vanInventory
Sees and manages only the stock on their own van, not the wider store network.
Edit stock tasksRequests
Can act on stock-related tasks only (pick, transfer, receipt), not other request work.
New team
Groups feed every assignee picker (Q-005); a Responder-category team counts into the dashboard's on-shift responders (D-001). Changes are audited.
Add sub-team
A sub-team sits beneath a parent team and inherits its category; nesting is unlimited. It appears as its own group in assignee pickers.
New item
New task type
SLA times – working hours from acceptance; only Normal & Urgent priorities exist
Priority
Accept within
On-site within (visits)
Complete within
Normal
wh
wh
wh
Urgent
wh
wh
wh
Add task to set
Adds a task to the default set for Installation requests – it is auto-added to future requests of that type (Q-003). The request type is fixed to the one you are editing.
working hours
Edit employee – –
Can reschedule own tasks If off, only a dispatcher can move this person\'s bookings.
Custom schedule – flexible per-day availability. Add a week to build a rotation of up to 4 weeks; the whole set repeats indefinitely (weekly if it is a single week).
Bind two Responders so their schedules stay aligned for a period – shared van, partnership or training
While a pair is bound, the Scheduling board keeps the two schedules aligned and shows a Paired chip on both lanes – booking on either lane books both. Unbinding lets them schedule independently again from the end date.
Pair
Reason
Home base
Period
Status
Bind a new pair
–
A responder can only be in one active pair at a time; both must be in the same user group. The pair appears on the Scheduling board from the start date.
Binding – merges their schedules into one. 0 booked tasks overlap in time and cannot both stay in the combined schedule:
Proceeding returns these tasks to Unscheduled for re-planning (with a "Released" badge and reason); their service users keep their SLAs. This is audited.
The mapping profile is what Goods In / Transfers / Stock take use to auto-populate item data from this maker's barcodes (I-002). Retiring a manufacturer keeps its products and history but blocks new product definitions against it.
Product definitions
I-001Creation moved here from Product Management (Ivan, 02 Jul); the Inventory page stays the operational stock view.
Product
Manufacturer
Stock type
Current version
Part codes
Actions
Lifeline Smart Hub SH-100
Tunstall
Base unit / hub
v2 (v1 legacy)
TUN-51000/02H · TUN-51000/01
Vibby Fall Detector
Vitalbase
Fall detector
v2 (v1 discontinued)
VB-2210 · TUN-VB-2210
Smoke Detector ST-630
FireAngel
Smoke / CO / heat
v3 (v2 legacy)
FA-ST630 · TUN-58000/25
MyAmie Pendant
Tunstall
Pendant / trigger
–
TUN-52100/11
Bed Occupancy Sensor
Emfit
Occupancy sensor
–
EM-QS-2
Shortened list – the full 24-line catalogue lives on the Inventory v2 Product Management page ↗. Versions: one product keeps one record; each hardware revision (v1, v2, …) has its own part code and status (current / legacy / discontinued) so stock can be told apart without duplicating the product.
Product kits
A kit bundles several products for one install – picked as one line, delivered as its contents.
1× Lifeline Smart Hub SH-100 · 1× iVi Intelligent Pendant · 1× Bed Occupancy Sensor
Dementia Kit
1× Lifeline Smart Hub SH-100 · 2× PIR Movement Sensor · 1× Door Contact DC-2 · 1× Flood Detector FD-1
Product versions
Each hardware revision is created as its own product first; this page ties them together into one family and explains what changed.
Product family
Versions
What changed
Actions
Lifeline Smart Hub SH-100
v2 – current (TUN-51000/02H) · v1 – legacy (TUN-51000/01)
v2: 4G modem, backup battery doubled · v1: 2G/4G hybrid, no new installs
Vibby Fall Detector
v2 – current (VB-2210) · v1 – discontinued (VB-2200)
v2: improved fall algorithm · v1: recalled batch B19
Smoke Detector ST-630
v3 – current (FA-ST630) · v2 – legacy (FA-ST620)
v3: 10-year sealed cell · v2: replace at next service
Tying versions keeps one product family in Product Management with an expandable row per version – each version still behaves as its own product (own part code, own stock). Stock and scanning tell versions apart by part code.
Tie versions together
Step 1: create each version as its own product (Products tab). Step 2: select them below, label the versions, mark the current one, and say what changed.
New manufacturer
Read by Goods In when a returned unit is restored – decides whether its warranty clock continues or restarts.
The mapping profile drives barcode auto-population in Goods In, Transfers and Stock take; the RMA address feeds the Returns-to-manufacturer flow (I-009).
New product
Field set = the old SM “Inventory › Stock › Add Stock” page, name first; Scope and Unit value removed by Ivan (02 Jul). Battery-life fields unlock once a type is set (mirrors the old disabled state).
New kit
A kit is picked as one line on an installation request; stock moves per content item, so partial availability is visible on the Inventory Product Management page.
Retire manufacturer
–
Existing products, stock and history are kept; new product definitions against this manufacturer are blocked. The action is audited.
Job durations
Default visit length per job type & size – read by the scheduler. Moved here from the Scheduling page. All values in minutes (m).
Job type
Small (S)
Medium (M)
Large (L)
Extra large (XL)
Installation
m
m
m
m
Equipment change
m
m
m
m
Decommission
m
m
m
m
Assessment
m
m
m
m
Welfare call
m
m
m
m
Other
m
m
m
m
The scheduler lays out each person's day from these. Changing a value reflows future plans.
Task-type colours
Optional – used across the scheduler, calendar and lists
Bottom-ribbon messages
Free-text notices shown to all users in the bottom ticker
How it works. Each message has a start and end date + time. While active it shows to all users in the bottom ribbon and is hideable. Once a user hides a message it won't auto-open for them again – but any new message released afterwards will show. (Per-user hide state is backend; not fully wireframed.)
Message
Starts
Ends
Status
Planned maintenance Sun 02:00–04:00 – ARC unaffected.
20 Jun 09:00
23 Jun 04:00
Active
New referral survey live for GP practices.
18 Jun 08:00
30 Jun 23:59
Active
Bank-holiday cover rota published.
25 Aug 00:00
26 Aug 23:59
Scheduled
Platform settings
Global display units, time format, and scheduler behaviour
Units & time format – applies everywhere a distance or time is shown (planner, My Work, calendars, reports)
Uncompleted-task release – when tasks still booked on a finished shift are released back to Unscheduled for re-planning, instead of immediately at shift end
Released tasks appear in the Unscheduled tray with a "Released" badge and the reason, exactly as when a person goes off sick.
Stock-transfer receipting – whether the receiving store must confirm each transferred item
This sets the default of the "Auto-receive at the destination" option on the Inventory → Transfers page. Large ARCs and primary-to-primary transfers always keep the accept/reject-per-item receiving screen (I-004).
Shift handover – supervisor escalation for outstanding issues
hours
Handover issues still unresolved after this period turn red on the Handover page – e.g. "Outstanding for 44 h – needs a supervisor's attention" – until they are resolved or marked as being dealt with.
Security & permissions
Password policy · roster access · leaver data retention
Roster access – viewing and editing are separate privileges
View roster: all signed-in users (fixed – everyone can see who is on shift)
Edit roster – only these roles can add/change shifts, remove people or save patterns:
Leaver data retention – roster & activity data of staff who have left; kept only as long as permitted, then redacted (same model as service users, S-003)
after they leave
After the period the person's name is redacted from roster history, task activity and handover logs; aggregated reporting keeps anonymised counts.
Password policy
Supervisor only. These controls let a supervisor require team members to change their password on a set interval, and force a reset where needed. All changes are audited.
days
Need everyone to re-set their password now (e.g. after a security incident)?
Store network
Read by Inventory – custody, Goods In/Out and stock takes. Deactivating a store needs it to be empty.
Store
Type
Parent
Responsible
Receipt confirmation
Status
Leeds Central Warehouse
Primary
–
R. Johnson (stores)
–
Active
Bradford Hub
Primary
–
K. Jackson
–
Active
Van LS04 NRE
Van
Leeds Central Warehouse
P. Reed
Required (I-004)
Active
Van LS09 KWA
Van
Leeds Central Warehouse
G. Mason
Not required
Active
Van BD11 TRE
Van
Bradford Hub
K. Jackson
Required (I-004)
Active
Quarantine – Leeds
Quarantine
Leeds Central Warehouse
R. Johnson
–
Active
Maintenance bench
Maintenance
Leeds Central Warehouse
A. Patel
–
Active
Scrap – Leeds
Scrap
Leeds Central Warehouse
R. Johnson
–
Active
A store carries a name, type (primary / van / quarantine / maintenance / scrap), parent warehouse, responsible person and the receipt-confirmation rule.
Only the assigned people can clean / check / reprogram and release items from a quarantine location – others see it read-only. The bound primary store is where Return to stock books refurbished items, keeping recovered equipment flowing back to the right warehouse (I-008).
Quarantine location
Users & sign-in
Identity – every person who can sign in; SSO + MFA G-011
Users created directly in the ARC are visible here too – SM holds the richer profile R-006. Old-SM Workers and Identity users are one list in v2 – a user who can be assigned work is simply a user whose role can take tasks. A person can hold several roles at once (e.g. assessor + installer + responder + call handler) – permissions are the union, and every assignee picker offers them under each of their roles. Disabling / marking a leaver is done from the user's Edit screen (item 4.2); the Sign-in policy moved to a popup (item 4.3).
Levels: Admin (configure) · Edit · Edit assigned (records assigned to them) · Edit own (only records they created – item 5.4) · View · – (hidden). Each task type maps to a single role, which filters who can be assigned Q-005 – set on Task types. Roster view/edit stays on Security & permissions.
Teams
Teams carry a category; groups feed every assignee picker G-009Q-005
Team
Category
Members
Home base
Notes
North Responders
Responder
3
Leeds North depot
Counts into "On-shift responders" on the dashboard D-001
South Responders
Responder
3
Hunslet depot
Installations
Engineering
4
Central stores
Installers – pulled by installation task types
Assessors
Administrative
2
HQ
Assessment visits & reviews
Stores
Engineering
2
Central stores
Goods In, transfers, stock take
Intake / referrals
Administrative
2
HQ
Referral triage & conversion
A person can belong to several teams; when they're made responsible for a task the system stores which of their groups applies Q-005. Ghost persons ("installation team") are not allowed – assignment is always to a real person.
Task types
Class · role · duration · SLA · colour · form Q-005
A task type in use can be archived (kept on history, hidden from pickers) but not deleted – deletion only while unused. The SLA (working hours, Normal / Urgent) set here is what the SLA overview summarises; colours also appear on Task-type colours.
Request task sets
Auto-added tasks per request type, SLA per task Q-003
#
Default task
Role
SLA target (working hours from acceptance)
1
Triage & confirm details
Coordinator
1 working hours
2
Pick stock– reserves items; auto-raises a van transfer if needed Q-004
Recover equipment– on completion: where does the equipment go?
Installer
7 working hours
4
Archive client data & remove from ARC
Coordinator
8 working hours
#
Default task
Role
SLA target (working hours from acceptance)
Custom-task requests start empty – tasks are added at creation from the task-type catalogue.
On a real request: non-applicable defaults can be immediately marked complete, and custom tasks added Q-003. When the last task completes the user is prompted to close the request Q-002.
SLA overview
Completion targets per task type and priority (Normal / Urgent), in working hours Q-006
SLA is set per task type, not per request – a request's next-action window is derived from its tasks' targets (Q-006). Priorities are Normal and Urgent only. Edit a target on Task types; this page is a read-only summary.
Task type
Class
Normal – complete (working hrs)
Urgent – complete (working hrs)
Install equipment
Request
40
4
Pick stock
Request
8
2
Equipment change
Request
32
4
Recover equipment
Request
56
8
Assessment visit
Service Agreement
56
8
Welfare call
Service Agreement
8
2
The per-task targets above must fit inside the overall run of a request's tasks; the "next action" window on a request is derived from them, never user-picked Q-006. Approach/breach notifications are configured on Notifications & SLA watchX-001.
Assessment templates
Assessments only (Ivan, 16 Jul 2026) – referral surveys and task checklists are configured with their own modules (R-007). Draft → publish → revise → archive; instances keep their revision
Template
Applies to
Review cadence
Rev
State
Connect customer assessment
Assessment Editor · field app
12 months
v3
Published
Telecare needs assessment
Assessment Editor
12 months
v2
Published
Annual service review
Assessment Editor
12 months
v2
Published
Falls risk review
Assessment Editor
6 months
v1
Draft
Legacy Connect form (paper)
–
–
v1
Archived
Template builderdraftfeeds the auto-created review (S-016) and the next-review RAG in Reports
Fields marked with a lock feed the Demographics report, the Service Agreement charge and the finance export – they are part of every assessment template and cannot be removed or retyped. Everything else is editable per template.
Question types: text · dropdown · checkbox · date · number · photo, each optionally required / with a comment box. Every template starts with the locked report fields; archived templates stay referenced where already used; drafts can be deleted.
Organisations & funders
Referrers, funders / payees, stock owners – with contacts & teams R-004
The account ref links a funder to the finance export – service level & cost per agreement S-021X-004. Organisations in use can be archived, never deleted; unused ones can be deleted.
Service types
Services sit under an agreement – type, cost, payee, period S-021
Service type
Default cost
Billing cycle
Payee options
Characteristics
Monitoring (ARC)
£4.50
Weekly
LA funder · Private pay
–
Responder service
£6.20
Weekly
LA funder · Private pay
responder service
Welfare calls– can run for a fixed period, e.g. family on holiday
£2.10
Weekly
Private pay
scheduled calls
Keysafe
£1.00
Weekly
LA funder · Private pay
keysafe
Installation
£45.00
One-off
LA funder · Private pay
–
Services with an end date auto-cancel when it arrives; agreements expiring within 7 days surface as a report view S-021. Characteristics (e.g. responder service, private pay) are the filters of the Service-agreements report P-006.
Reasons & lookups
The pick-lists behind dialogs & reports – add, rename, retire
List
Used by
Values (retired struck through)
Termination reasons
Terminate agreement · Reports
Deceased · Moved to residential care · Service no longer required · Moved away · Trial ended
Request cancellation reasons
Cancel request
Raised in error · Service user declined · Duplicate · Superseded
Removed from the old SM: Suspension reasons – suspend/resume dropped S-004; request Causes – “we already know” Q-006. Renaming a value creates a new value and retires the old one – history keeps the wording it was recorded with (differs from the old SM, where edits rewrote history).
Reference library
Guides that requests link to; auto-suggested by type & equipment Q-017
Document
Type
Suggest on
Updated
Lifeline Smart Hub SH-100 – install guide
Guide
Installation · SH-100
02 Jun 2026
Vibby fall detector – pairing quick sheet
Quick sheet
Installation · Change · Vibby
14 May 2026
Keysafe fitting policy
Policy
Installation
21 Apr 2026
Decommission & data-wipe procedure
Procedure
Decommission
09 Mar 2026
ARC test-call script
Script
Installation · Change
30 Jan 2026
On a request, the Links panel offers third-party URLs Q-009 plus a searchable picker over this library, with relevant guides pre-suggested Q-017.
Notifications & SLA watch
Push / in-app rules on SLA approach & breach X-001
Event
In-app
Push (field app)
Email
Who
SLA at amber (75 % elapsed)
Assignee + responsible person
SLA breached
Assignee + supervisor
Unassigned & approaching breach– the “SLA watch” line in Messages
Dispatchers
Handover issue unresolved past threshold– hours set in Platform settings
Users created in the ARC appear in SM R-006; keyword & referral-source palette pushed on save so both sides match; decommission removes records from the ARC S-005
Connected
Microsoft Teams / 365
Roster sync – shifts & absences to staff calendars
Connected
DMP (device management)
View device data; suspend SIM when a unit is scrapped or lost
Planned
Finance export
Service level & cost per agreement to the accounting package, keyed on the funder’s account ref S-021
Planned
Power BI / raw data access
Read replica / export feed for customer analytics
TBD
Zoom Contact Center – click-to-call
Make-call action on scheduled calls & contacts (seam from Mark’s design; disabled until configured)
Not configured
Mosaic · Liquid Logic · CM2000
Case-management referral feeds
TBD
Each integration is a seam – the UI around it is designed so the connection can land without rework. Redaction does not propagate to the ARC/PNC automatically – it is a separate step, flagged on Data redaction.
Data redaction
Nightly service at 06:00 – permanent, audited S-003
Person
Type
Terminated / left
Eligible
Status
Ada Cartwright
Service user
11 Feb 2026
Yes – agreement terminated, nothing open
Queued – runs tonight 06:00
Harold Braithwaite– contact of a terminated service user; redacted separately
Contact
03 Mar 2026
Yes
Not queued
Margaret Ellis
Service user
28 Jun 2026
No – open decommission request
Blocked
Ada Simms– staff leaver, retention ends 11 Feb 2027 G-013
Staff (leaver)
11 Feb 2026
From 11 Feb 2027 – automatic
Scheduled
Only terminated agreements with no open or pending requests are eligible. Names are removed from history; anonymised aggregates remain S-003. Redacting here does not redact the ARC/PNC – that step is separate and is flagged as outstanding until confirmed. Retention periods are set on Security & permissions.
Invited dana.whitfield@tunstall.com – role Dispatcher
Yesterday 16:30
Dana Whitfield
Responder pairing
Bound P. Reed + G. Mason (shared van) 14 Jul – 01 Aug; 2 overlapping tasks released
Yesterday 11:05
Ivan Kiryazov
Keywords
“Falls risk” colour #a02020 → #b3261e; palette pushed to the ARC
10 Jul 14:22
Ivan Kiryazov
Task sets
Installation set: added Test with ARC (+5 wd, Installer)
09 Jul 10:03
Ivan Kiryazov
Users
Disabled Ada Simms – leaver; retention to 11 Feb 2027
This log is scoped to Administration changes. The cross-module Audit report (all tracked activities, exportable) lives in ReportsP-008.
Administration v2 – the full module: people & access, work configuration (task types, task sets, SLA matrix, forms), catalogues & lists, and platform (notifications, integrations, security, redaction, audit). Supersedes the v1 first slice (file 17, kept on disk). Spec: 28-administration-spec-v2.html.
Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●Planned maintenance Sun 02:00 – 04:00 - ARC unaffected. ●New referral survey live for GP practices. ●
On-shift responders – 6 on shift
Replaces Mark's rejected "staff online" panel – reachable on demand, not permanently on the landing.D-004