Help Centre
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Guides, walkthroughs, and answers for Teiro — the care workforce platform.
Getting Started
Set up your organisation, invite your team, and understand the basics
How to Set Up Your Team and Rosters in Teiro
A step-by-step guide for new Teiro users: adding your support workers, building your first roster, assigning shifts, and publishing your schedule.
How to create a Teiro account
Sign up for Teiro, create your care organisation, and get into the app in under two minutes.
Setting up your organisation in Teiro
Get your Teiro account ready — organisation details, branding, and initial configuration.
Understanding your Teiro dashboard
A walkthrough of the main dashboard — what each section shows and how to navigate.
Inviting your team to Teiro
Add coordinators, carers, and administrators and assign them the right roles.
Adding your first customer (participant)
Create a customer record with care plan details, contacts, and service requirements.
Quick start: your first week with Teiro
Follow this guide to get your organisation live in Teiro within your first week.
Setting up client messaging in Teiro
Get client messaging running for your organisation - no personal phones, one platform number, and every message logged to the client record automatically.
How to Track Kilometres for Care Visits
Step-by-step guide for carers logging trip kilometres in the Teiro app, and for coordinators reviewing and approving travel records.
Scheduling
Roster your carers, manage jobs, and handle schedule changes
Using the Scheduler Board
Navigate the drag-and-drop scheduling board to roster carers and manage your week.
Assigning a carer to a job
Find the right carer for a job using availability, qualifications, and preference matching.
Offering an unassigned service to your team
How to offer an unassigned service to a tier of eligible carers instead of assigning one directly or ringing around, where to find the button, and why the default tier can look empty for a new client.
Managing recurring jobs
Set up weekly or fortnightly recurring visits and manage changes to the series.
Handling conflicts and roster gaps
Resolve double-bookings, qualification mismatches, and coverage gaps on the roster.
Approving schedule changes and requests
Review and action leave requests, availability changes, and standing instruction edits.
Using the assignment panel
How the smart assignment panel works, what ELIGIBLE and MISSING QUALIFICATIONS mean, and how to assign a worker with an override.
Rosterable entity types
What "rosterable" means in Teiro, how different worker types appear as separate lanes on the scheduler board, and how this is configured.
Carer App
Mobile app for carers — check-ins, jobs, incidents, and availability
Carer app overview
Everything carers can do in the Teiro mobile app — jobs, check-ins, incidents, and more.
Checking in and out of a job
How carers check in at the start of a visit and check out when they leave.
Running visits without check-in and check-out
How to turn off check-in and check-out in Teiro, what changes for your workers, and what you take on instead. Often used by care companies working with subcontractors.
Submitting incident reports
Report incidents, near misses, or safeguarding concerns directly from the app.
Viewing your jobs in the app
How carers see their schedule, job details, and customer information before a visit.
Managing your availability
Set your regular working hours and request leave through the Teiro app.
How to check in to a job using the Teiro app
Step-by-step guide to checking in and out of a job from the Teiro mobile app, including GPS capture and what happens if you are running late.
Managing Carer Leave Requests
How carers submit leave requests through the app and how coordinators approve or reject them from the approvals queue.
Medications
Setting up client medications, recording administrations, Webster packs, and the monthly MAR
Setting Up a Client's Medications in Teiro
How to add a medication to a client record in Teiro: scheduled times, PRN details, schedule classification, and flagging a medication as pharmacy-packed into a Webster pack.
Recording a Medication Administration in Teiro
How a support worker records a dose in Teiro: the daily view, single and batch administration, the outcome options, and how controlled drug entries differ.
Webster Packs in Teiro
How dose administration aids work in Teiro: the pharmacy record Teiro keeps for a client's pack, flagging which medications come packed, and how each one is still signed individually.
The Monthly MAR and CSV Export in Teiro
How to read the monthly medication administration record grid in Teiro, and how to export a month of entries to CSV for review or audit.
Compliance
Qualifications, document expiry, care plans, and audit trails
Tracking carer qualifications and certifications
Record and monitor qualifications, certificates, and their expiry dates for every carer.
Document expiry alerts
Set expiry dates on uploaded documents and get automatic alerts before they lapse.
Generating compliance reports
Export compliance reports for audits, funding bodies, and quality reviews.
Audit trails and activity history
Every change in Teiro is logged — who changed what, and when.
Managing care plans
Create, update, and maintain care plans for each customer within Teiro.
Worker qualifications and compliance
How Teiro tracks certifications against workers, what happens when a qualification is missing, and how to resolve compliance warnings.
Setting up required certifications
How to record certifications on a worker, set required certifications on a service type, and use auto-fill to speed up the process.
How to run a qualification compliance report
Run the Qualification Compliance report to see every carer credential in one view -- who is compliant, who has an expiry coming up, and who has a gap.
How to view the audit log for a record
See the full change history for any record in Teiro -- who changed what, when, and what the value was before and after.
Communications
SMS, email, activity feed, and client communications
Sending SMS and email from Teiro
Reach carers and clients via SMS or email directly from the Teiro communications hub.
Activity feed and call logs
A single timeline of all communications with each carer and customer.
Notification preferences
Control which notifications you receive and how — email, SMS, or push.
Communicating with clients and families
Message clients and their families through Teiro instead of a personal phone - one platform number, no numbers exchanged, and every message logged automatically.
Approvals and requests
How carers submit requests and how approvers manage them in the Approvals queue.
Account & Team
Roles, permissions, billing, and account settings
Managing roles and permissions
Control what each team member can see and do with Teiro's role-based access system.
Account settings
Update your organisation's configuration, contact details, and notification defaults.
Understanding Teiro pricing and plans
Learn about Teiro's pricing tiers, what's included, and how to manage your subscription.
Changing your password or email
Update your login credentials and keep your Teiro account secure.
Setting Permissions for Custom Entity Types in Teiro
Control who can create, view, and delete records for each custom entity type — including niche roles with very specific access.
Customisation
Custom forms, terminology, and making Teiro fit your organisation
How to Create and Edit Dynamic Forms (Entity Types & Fields)
Build custom forms — called entity types — to capture any information your organisation needs, from incident reports to vehicle checks.
How to Allocate Dynamic Events to Users on the Roster
Create records of custom entity types — like coffee breaks or vehicle checks — and place them on the scheduler roster against a specific carer.
Creating and Viewing Bookings as a Carer
View your scheduled bookings, check in and out, add notes, and create booking records from the Teiro mobile app.
Changing Terminology to Suit Your Business in Teiro
Rename labels throughout Teiro — change "Customer" to "Participant", "Booking" to "Visit", or any other term to match your organisation's language.
Navigation & Workspace
Finding records, browsing lists, and personalising your home screen
Using Lists to find records
Lists give you a single place to browse every type of record in your organisation — Customers, Incident Reports, Support Plans, and more. Tap Lists on the home screen or your profile to open the picker, search by name, and jump straight to any record list.
Pinning your most-used lists
Coming soon: pin your most-used entity type lists directly to your home screen for one-tap access. Safety coordinators can pin Incident Reports, care coordinators can pin Support Plans — each person personalises their own workspace.
Field Types
Reference guide for specialised form field types — body maps, signatures, currency, and more
Body Map Field Type
The body map field lets carers and coordinators document physical observations — wounds, bruises, pressure areas, and other skin integrity findings — by tapping directly on a front-and-back human silhouette diagram. Each marker is colour-coded, numbered, and paired with type, severity, and description details.
Signature Field Type
The signature field captures handwritten sign-offs directly on any form — on a phone or tablet, in the field, without paper. Signatures are stored as part of the record and appear in PDF exports, providing an auditable trail of who signed, on which device, and when.
Currency Field Type
The currency field captures dollar amounts on any form — kilometre reimbursements, out-of-pocket expenses, NDIS budget line items, or any other monetary value your organisation needs to track. Values are stored as integer cents and displayed as formatted dollar amounts.
AI Features
AI-assisted summaries, risk flag detection, and incident narrative tools
How to Generate a Client Progress Summary
Generate an AI-assisted progress summary for a client based on job records and carer notes within a date range you choose. Useful for NDIS plan reviews and family reporting.
NDIS How-To Guides
Practical guides for NDIS administrators, support coordinators, and carers on documentation, rostering, audits, and billing
How to Write a Shift Note That Actually Stands Up in an Audit
A shift note is evidence. This guide covers what NDIS auditors look for, what workers commonly get wrong, and what a valid shift note must include.
How to Roster a Sleepover Shift Without Accidentally Underpaying Your Carer
Sleepover and night active shifts are governed by different SCHADS Award rates. Getting the distinction wrong is one of the most common underpayment mistakes in disability support.
NDIS Audit Preparation: The Twelve Documents You Will Be Asked For
A practical checklist of every document category NDIS auditors request, what they are checking for, and where providers commonly fall short.
NDIS Claim Rejected: What It Means and How to Fix It
The most common reasons NDIS payment requests are rejected, what each rejection actually means in plain English, and exactly how to fix it.
What to Do When a Carer Calls In Sick at 6am and You Have a Complex Client at 7
A practical decision guide for support coordinators managing last-minute carer absences -- from immediate cover options through to duty of care obligations and pattern review.
Still need help?
Can’t find what you’re looking for? Our support team knows Teiro inside out.
Get in touchFrequently asked questions
How do carers access Teiro?▼
Carers use the Teiro mobile app, available on iOS and Android. They receive an invitation email from their coordinator with a link to set up their account. The app is designed for field use — simple job views, check-in/out, and incident reporting.
Learn about the carer app →How does scheduling conflict detection work?▼
When you assign a carer to a job, Teiro immediately checks for overlapping jobs, qualification mismatches, and travel time conflicts. Conflicts are flagged with a warning badge and the system suggests alternative carers.
Read about conflict handling →Can Teiro track qualification expiry dates?▼
Yes. Every carer's qualifications and certifications are stored in their profile with expiry dates. Teiro sends automatic alerts at 60, 30, and 7 days before expiry — to both the carer and their coordinator.
Read about expiry alerts →Is there an audit trail for compliance?▼
Every change in Teiro is logged — who made it, when, and what changed. This audit trail is available on any record and can be exported as a PDF or CSV for quality audits, compliance reviews, or incident investigations.
Learn about audit trails →How does the leave approval process work?▼
Carers submit leave requests from the mobile app. Requests land in the Approvals queue for coordinators to review. When approved, Teiro automatically flags any affected jobs so they can be reassigned.
Read about approvals →