Aura OS documentation

Everything you need to set up and use Aura OS — the compliance and operations app for Australian NDIS SIL providers. Written for owner-operators and admins. Support workers get a worker-scoped experience described under Roles & permissions.

New to Aura? Start with What is Aura OS? and the sign-up walkthrough. Already running? Jump into the feature guides.

Getting started with Aura OS

Aura OS is free for your first two participants: the full app, nothing held back. Most operators are set up and rostering their first shift in one sitting.

1. Create your account

Sign up at clearlinehealth.com.au (on the web; the mobile apps are sign-in only). You'll choose an operating mode:

• Solo: you run the houses yourself. Aura creates your worker profile automatically and pre-fills you on every shift.
• Team: you have support workers. You'll invite them in step 3.

You can switch modes any time in Settings as the business grows.

2. Add your first participant

Go to Participants and hit Add a participant: name, support needs, living situation, and the care-critical facts every worker must know (communication, medical and allergies, triggers, what to do in an emergency). That care-critical strip is shown to every worker at handover, so the person is never a stranger to whoever walks in. Your first two participants are free, always. Moving from spreadsheets or another system? Migration is free: send us your export and we load it for you.

3. Invite your workers (team mode)

Go to Staff and hit Invite worker: their name and mobile, one tap. From there the worker onboards themselves on their phone: an 8-step checklist (NDIS Worker Screening, Police check, First Aid and CPR, Working with Children Check, manual handling, medication management, behaviour support training, induction), documents read by camera, policies acknowledged as they go. You verify what Aura read and activate them: you confirm, you don't re-type. Aura tracks every clearance and expiry from then on, so nothing lapses quietly. Bringing a whole team across? Import CSV does the lot at once.

4. Set up PolicyDesk for your practice

PolicyDesk starts you with 35 NDIS Commission-aligned policy templates. Tell it what your practice actually does (service type, solo or team, medication, behaviour support) and templates that don't apply move to a "Not applicable" section. Your audit-ready score is measured against the policies relevant to you, not all 35. From here on, PolicyDesk links each policy to your live records and flags where practice and policy disagree, before an auditor does.

5. Roster and run your first shift

Go to Roster and hit New shift: pick the worker, the participant and the time (solo operators get both pre-picked). On shift, the worker writes the journal note while the detail is fresh. The Journal is the source record everything else is built from: handovers, family updates and audit evidence. AI suggests how each note files (activities, wellbeing, goal links); nothing routes until a human confirms it.

What you'll see on the dashboard

Today greets you with the state of the service: your audit-ready score (scored honestly: an empty pillar scores zero, not a flattering 90), who's on shift now and next, open incidents, and a queue of the things that actually need you. On a good day it says "Nothing on fire." and means it. Solo operators are scored only on the pillars that apply to a sole trader.

Where to next

• Connect the care team: each participant's row has an Invite, and every connection lifts the shared record around them. Read the Connect guide →
• The 60-second audit test: pick a participant, a date and a standard, and watch the evidence pack assemble. Audit Evidence →
• PolicyDesk in depth: your own policies, linked evidence. PolicyDesk →

Questions Clippi can't answer land with a human: richard@clearlinehealth.com.au.

What is Aura OS?

Aura OS is the day-to-day operations app inside Clearline Health. It handles the records the NDIS Commission expects you to keep — shifts, handovers, medications, incidents, progress notes, policy reviews — and turns them into a one-click evidence pack when an auditor or plan manager asks.

The core promise: audit-ready evidence in sixty seconds. Pick a participant, pick a date, pick a Practice Standard → seven-section PDF. See Audit Evidence.

Who it's for

• SIL providers (registered or registering) working under the NDIS reforms in force since 1 July 2026.
• Owner-operators running 1–20 workers.
• Plan managers and OTs who connect via Clearline Connect.

What Aura OS is NOT

A short list of things people ask about. If any of these is your primary need, Aura isn't the right tool — we'll happily point you at one that is.

• Not a rostering tool. Shift logging happens here, but roster planning (who's working next fortnight) belongs in ShiftCare, Deputy, or similar.
• Not a CRM. Customer-relationship tracking, sales pipelines, leads — all out of scope.
• Not a clinical record system. Clinical observations can be logged as progress notes, but full clinical records (pathology, imaging, allied-health notes) aren't Aura's remit.
• Not a general healthcare platform. SIL-specific by design. Aged care, mental health standalone, allied-health solo practice — not the target.
• Not a participant-facing tool. That's Compass, a separate free app for families and carers.
• Not a payroll system. Aura flags Fair Work SCHADS breaches but doesn't file Single Touch Payroll. Pair with Xero, MYOB or Employment Hero for pay runs.

What it costs

Aura OS is free for your first two participants — the full app, every feature, no time limit and no card required. Beyond two participants, simple caseload bands keep it affordable as you grow:

The full feature set — shifts, handovers, the Journal, MAR, incidents, Audit Evidence packs, invoice PDFs and PACE CSV export, Xero, and Connect messaging — is included at every band. There's no separate tier to unlock.

The bands track participants, never your team size. Adding a support worker, a family member, a Support Coordinator or an OT is always free — you only ever pay against the number of participants you support. Compass (for families) and Scrive (for clinicians) are free, always. Pilot (for Support Coordinators) is free for solo coordinators, forever.

An optional Intelligence add-on is available from +$200/month for providers who want the deeper analytics layer.

Billing + migration

• Free migration, always — we move your existing records across at no cost when you join.
• Payment methods: Visa / Mastercard / Amex, or BECS Direct Debit (lower fees, recommended for Australian providers). Both options appear at checkout once you pass two participants.
• Cancel anytime from the Stripe customer portal linked in Settings → Plan. No cancellation fee. Drop back under two participants and you're free again — your data stays either way.
• All prices are AUD, ex GST. Questions? Email hello@clearlinehealth.com.au.

Sign up for an account

Visit clearlinehealth.com.au/aura-os. The signup form asks for:

• Your name
• Organisation name
• Email address
• Password (minimum 8 characters)
• Phone number (optional)
• Your role — Owner, House Manager, Compliance Officer, etc.
• Operating mode — "Just me" (sole trader, covers own shifts) or "I manage a team". See Solo vs team mode.

Your first login

After signing up, you'll land on the Dashboard. The Finish setup card walks you through the first 4 (team) or 5 (solo) tasks that unlock your compliance score:

1. Review a policy in PolicyDesk
2. Add your first worker (team) or complete your worker profile (solo)
3. Add your first participant
4. Log your first shift
5. Log a supervision session (solo only)

Add your first participant

Go to Participants in the sidebar, then click + Add participant. The form opens with six essential fields visible and five collapsible sections for optional detail. You only need to fill what you know now — edit the rest later.

Essential fields

• First name (required)
• Date of birth
• Primary disability
• NDIS classification (Standard, Improved Liveability, Fully Accessible, Robust, HPS)
• Aboriginal or Torres Strait Islander status (required — NDIS reporting)
• Language spoken at home (required)

Collapsible sections

• NDIS plan & living arrangement — NDIS number, plan start/end dates, living arrangement (SIL shared, SIL individual, etc.)
• Plan manager contact — name, email, ABN. Needed to push DRAFT invoices to a connected Xero tenant. See Xero integration.
• Emergency contact — name, phone, email.
• Behaviour support plan — toggle active + triggers/de-escalation notes (encrypted at rest).
• Invite the family — email-invite the family to Compass directly from the participant record. See Clearline Connect.

Bulk import via CSV

If you're onboarding many participants at once, use the Import CSV button at the top of the Participants list. See Bulk CSV import for the full walkthrough.

Invite support workers

Applies to team mode only. Skip this section if you're on solo mode — your worker record was created automatically on signup.

You can invite workers from three places:

1. Staff → + Add worker. Fill in name, role, employment details + email, keep "Send sign-in link" ticked. Creates the worker record, sends the invite.
2. Settings → Team → Invite by email. Creates only the invite; the worker record is created on accept.
3. Participants → participant card → Assign workers. Handy if you just added a participant and want to give an existing worker access.

How workers sign in

Workers don't set a password. They click the emailed sign-in link, which opens Aura OS logged in. On subsequent visits they use Email me a sign-in link on the login screen.

Assigning workers to participants

Workers only see the participants they've been explicitly assigned to. The fastest way to set this up is the assignment matrix:

Settings → Team → Assignment matrix shows workers × participants as a grid. Tap any cell to toggle the assignment. Changes save instantly.

Log your first shift

Open the Shift logs module. Admins click + New shift; workers click ⚡ Start shift now which pre-fills today's date, the current time, and the worker.

Required fields

• Participant
• Support worker
• Date + start + end time
• Five end-of-shift checks: Handover completed, No incidents, Medications given (if applicable), Notes completed, BSP followed (if applicable)
• Wellbeing acknowledgement — ticking "I have sighted the participant and confirmed their wellbeing" unlocks sign-off

Check-in, check-out, sign-off

1. Check-in (optional) — on arrival, stamps the time + GPS coordinates. Native geo on the Android wrap; browser geo elsewhere.
2. Check-out (optional) — on departure, stamps departure time + GPS.
3. Sign-off — end of shift, when all five checks pass. Triggers:
   • An auto-billing row (when the participant has a default service assignment)
   • Audit log entry
   • The shift becomes read-only for non-admins

Generate your first invoice

Requires at least one signed-off shift with an auto-billing row.

Open Billing & Claims. The Generate new batch card at the top takes a date range + a format:

• Invoice PDF (plan manager) — for invoicing plan-managed participants.
• PACE CSV (registered provider) — for registered providers lodging direct with the NDIA.

Pick a range using the presets (This fortnight / Last 28 days / Last month) or set custom dates. Click Generate. A 5-minute presigned download link opens in a new tab.

See Billing & claims for the full workflow (Xero push, send to plan managers, batch history).

Today (dashboard)

Today is the first screen you land on. It reads the state of your service from your live records and surfaces the one or two things that actually need you, so you can start the day without digging.

The status line

At the top, Today gives you a plain read: a greeting, your audit-ready percentage, and a one-line status. On a good day it says "You're audit-ready. Nothing on fire." and means it. The score is honest. It is built from your live records, and an empty pillar scores zero, not a flattering number.

The four cards

• Audit-ready: your current audit-readiness score, from your live records.
• Care team connected: how much of each participant's care team is linked over Clearline Connect, and how many participants still need a role connected.
• On shift now: who is working right now, out of your workers and participants.
• Open incidents: how many incidents are open, and whether any are overdue.

Your queue

Your queue is the short list of things that need you, assembled from your live records, not a separate to-do list you have to keep. Filter it by Compliance, Participants, Team or Money. When there is nothing, it tells you: "Nothing needs you right now."

On shift now and next

A quick list of who is on shift and who is on next, each worker matched to the participant they are supporting.

Care team connections

The participants whose care team is not yet fully linked, each with an Invite team action, so you can close the connection in one step. See Clearline Connect.

Add something fast

The New button (top right) is the quick way to add a shift, a participant, an incident or a note without leaving Today.

Participants

The Participants module is where you add, edit, archive, and assign the people you support. It is the home of the participant record: the facts a worker needs, the care-critical strip, goals, clinical plans and history, all in one place.

The list

The list shows each participant with their living situation, their primary support need, whether their care team is connected, and how complete their record is. The record completeness read is honest, so a thin record shows low and you can see exactly what is missing. Filter by Need attention, Care team not connected or Review due, search by name, or Add a participant.

The care-critical strip

Open a participant and the first thing you see is the care-critical strip: communication, medical and allergies, triggers and behaviours, restrictive practice, and what to do in an emergency. This is the one record kept by hand, shown to every worker at handover, so the person is never a stranger to whoever walks in. Aura nudges you to review it so it stays current.

The record

Below the strip, the record holds the participant's about, safety and risk, support and routine, communication and preferences, goals, clinical plans, history (journal, handover, incidents), plan and funding, and audit evidence. Care this fortnight builds a wellbeing summary and the hours by support type straight from the workers' notes once journal tagging is on for your service, so there is nothing to fill in.

Add & edit

Covered in Add your first participant. To edit an existing participant, click their name in the list then Edit.

Archive

Click the participant card → Archive. Archived participants stop counting toward your billable participant count but their shift history stays in the audit log. Restore from the Archived tab.

Assign workers

Two entry points:

• Participant card → Assign workers — tick the workers who support this person.
• Settings → Team → Assignment matrix — grid view of the whole team.

Assignments are what drives worker scope: a worker only sees the participants they're assigned to, in every module.

Invite the family

Each participant record has an Invite the family section (always-visible inside the participant modal). Enter the family's email, add an optional personal message, send. The family receives a Compass sign-up link; once they sign up and add the participant's NDIS number to their plan, the link materialises automatically and appears as a pending approval in your Aura Care team panel.

Build the care team in one screen

Right after you add a participant, Aura offers the care-team builder: family email (prefilled from the emergency contact where it's an email), Support Coordinator email, and OT/Behaviour Support email — one send, three invites. The OT row records the participant's consent basis (verbal / written / form on file / representative authority) before anything is sent. Skip it any time; every invite path remains available individually.

How the email invite flow works

What happens after you send the email invite:

1. Family receives an email from hello@clearlinehealth.com.au with a Accept this invitation button.
2. Clicking opens Compass with an inviter-context banner (your org name, participant name, your personal message).
3. Family signs in — or signs up via standard magic-link signup if they're new (the invitation context survives either way).
4. Clicking the email and signing in IS the family's acceptance — the link goes active automatically, no separate approval tap. If their plan doesn't yet carry the participant's NDIS number, Compass prompts them to add it and the link completes the moment it's saved.
5. Either side can revoke the link at any time.

Below the invite section you'll see Pending email invitations for this participant — a panel showing every active email invite you've sent, with the recipient address, who sent it (you or a colleague at your org), and dates. Each row has a Cancel button.

Invitations expire automatically after 7 days. Cancel any time before redemption from the panel; the family's email link stops working immediately. The personal message field is visible to anyone with the invitation link — keep it short and avoid sensitive details (medical, financial, plan numbers).

For the full end-to-end story of how data flows after the link is active, see Connect documentation.

Goals & progress

Goals live inside each participant's record. Goals are set with the participant and their team, and their progress is drawn from the journal, so you are not writing a progress report from memory.

Set a goal with the participant

Each participant record has a Goals section. Goals are set with the participant and their team, in their words, so the plan reflects what the person actually wants. Where no goals are captured yet, the section says so plainly rather than showing a flattering blank.

Progress comes from the notes

As workers write journal notes on shift, a note that shows movement toward a goal links to it. Progress appears against each goal, drawn from those notes, so the evidence of progress is the real record of the day, not a separate write-up. See Journal.

Why it matters

This is the evidence a plan reviewer or a coordinator wants: goals set with the participant, and dated notes that show real movement toward them. It assembles as your team works. See Audit Evidence.

Roster (shifts)

Roster is where you schedule shifts and see, at a glance, which ones have their evidence in and which still need a handover or journal note.

Week and List views

Switch between Week, a seven-day grid, and List, the same shifts as a simple list. Move between weeks with the arrows, or jump back to the current week with Today.

The evidence read

The summary row across the top shows shifts this week, rostered hours, coverage (how many days of the week are covered), shifts missing evidence, and flagged shifts. When a shift is missing its handover or journal, Aura says so and links you straight to it in your Today queue.

Shift status at a glance

Filter the list by Scheduled, Complete, Missing evidence or Flagged to work through exactly what you want.

Add a shift

New shift lets you pick the worker, the participant and the time. Solo operators get themselves and the participant pre-filled. Bulk schedule lays down a recurring pattern in one go.

Why it matters

A shift is not just a time slot. It is the anchor the journal note and handover attach to, which is what turns a completed shift into audit evidence. Roster is where you watch that evidence land, shift by shift. See Journal and Handover.

Editing a past shift

Admins can edit any shift; managers can edit shifts on participants they manage; workers can edit their own shifts until sign-off. After sign-off, only admins can correct.

Handover

Handover is the incoming-worker brief for each participant: how the day went, and what the next person needs to know before they walk in the door.

Composed from the record

Each handover is composed from the shift record and the worker's journal notes, so the next worker reads a real brief, not a blank page. Where a shift ended without a handover written, Aura can draft one from the journal notes on file, for you to review and confirm. You review anything that routes to action. That is the rule across Aura: AI for admin, humans for care.

The read at a glance

The top line tells you how the period went: how many participants, how many handovers are filed, how many shifts are not handed over yet, and whether any concern is flagged. The cards below show the latest handover per participant, most recent first, with medication and incident counts and whether a concern needs your eyes.

Coverage

Handover coverage is the share of participants handed over this cycle. It is the leading sign of whether the next worker walks in informed, so Aura keeps it in front of you. Anything missing a handover also sits in your Today queue: one engine, not two lists.

Acknowledgement

Acknowledgement happens inside the brief. The next worker opens the handover, reads it and ticks it off. There is no separate queue to chase. See Journal and Today.

The worker's shift brief

The worker's first-screen-of-the-day. Handover notes from the previous shift, medications due this shift, open incidents, and the participant's behaviour support notes — all on one screen.

The whole care team lands here. When the participant's network is connected via Clearline Connect, the Handover opens with up to three extra cards, in this order:

• Behaviour support strategies — published by the participant's Behaviour Support Practitioner from a shared BSP (Scrive): triggers, proactive and reactive strategies, and practices that must not be used — in the practitioner's own words.
• About them — from the family — the family's own About Me from Compass: how they communicate, routines, what helps when upset, what a good day looks like. Updates live as the family edits it.
• What we're working toward — the participant's current plan goals, published by their Support Coordinator from Pilot, with a nudge to journal against them.

Each card appears only while the relevant Connect link is live — revoke the link and it vanishes from the brief.

House mode — shared SIL homes

Most shared SIL homes run 1:2 or 1:3 support ratios — one worker, several residents. Give each participant a House / site label on their profile and Aura groups them: the Handover screen lists your houses with one-tap entry into each resident's brief, and inside a brief an "Also at [house]" strip lets the worker move between housemates without leaving the screen. In the Journal, an entry can apply to several residents at once — each gets their own independent entry on their own record (records never merge; only the screen does).

Open from the sidebar Handover, or tap Open Handover for this participant first → inside the Log Shift modal.

Medications (MAR)

Medications is the medication round in one place: every dose due, who gave it, and the Schedule 8 controls, all on a chart that is ready for audit. The Medication Administration Record tracks scheduled + PRN medications, with S4 / S8 controlled-schedule support and witness capture for S8.

Today's round

The round lists every dose due, by time, with the participant, the medication, the dose and the route. Record each one as given or refused as you go. Switch to This week for the wider view, or open the Register (S8) for the controlled-drug register.

Add a medication

Open Medications, pick the participant, click + Add medication. Fill:

• Drug name, strength, form (tablet, liquid, patch, etc.), route (oral, sublingual, IV, topical, etc.)
• Schedule type — Scheduled (fixed times, e.g. 08:00 / 20:00) or PRN (as-needed with instructions + max-doses cap)
• Controlled schedule — None / S4 / S8. S8 auto-ticks "witness required" — every dose will prompt for a second worker to witness.

Log a dose

On the MAR module, each due dose appears in the Due list. Click Record dose:

1. Administered-at time (defaults to now, and remembers your last-used time for batch-logging missed doses)
2. Outcome — Given / Refused / Omitted / Vomited (with mandatory reason for anything non-Given)
3. Witness worker (S8 only — the dropdown appears when controlled=s8)
4. Notes (optional)

Schedule 8 witnessing

Doses that need a second person are marked Witness required, so a controlled drug is never signed off alone. Aura tracks whether the witness step was met.

Low-quantity alert

When the remaining quantity of a scheduled medication drops under 7 days, an alert appears on the Dashboard. Admin only.

The MAR is your evidence

Every dose is timestamped and signed, which makes the Medication Administration Record itself your evidence. The side panel keeps the honest read in front of you: doses given, on-time adherence, anything missed or overdue, and S8 doses witnessed. A clean chart is your strongest evidence, and Export for audit pulls it straight out. See Audit Evidence.

Journal

The Journal (formerly Progress notes) is every note your team captured on shift, in one stream. It is the source record: your handovers, family updates and audit evidence are all built from it. Write the note once, on shift, while the detail is fresh, and it flows through to everything else. Entries written while a shift is open attach themselves to that shift automatically; backdated entries attach by date.

Capture once, everything else writes itself. At shift sign-off, the Journal entries for that shift are summarised into the handover note and the shift notes automatically — workers stop writing the same thing three times. Hand-typed notes always take precedence, and the AI never invents anything that isn't in the entries.

Used for NDIS reporting + plan reviews. Workers can add entries on participants they're assigned to; admins see all.

The stream

Notes appear newest first, each with the time, the worker who wrote it, and the participant. Narrow the view to Today, This week or This month, or filter to a single participant.

AI suggests, you confirm

Aura reads each note and suggests how it should file: categories like Activities and community, Wellbeing and mood, and Goals and progress, plus a link to the participant's goal where one fits. Each suggestion has a tick and a cross. Nothing routes to care or compliance until you confirm it. That is the rule across Aura: AI for admin, humans for care. Anything still waiting on your confirmation also shows up in your Today queue, so it does not get lost.

It feeds your evidence

Every note is timestamped, attributed to the worker, and attached to a shift. The side panel shows how many notes were logged this week and how many are attached to a shift, so you can watch your evidence building. When an auditor asks, Export for audit pulls it straight out. See Audit Evidence.

Add a note

Workers usually write notes on their phone during the shift. You can also add one here with Journal entry.

Note quality

A manager's quality check on the record, not a grade on the worker. This is an admin and manager tool, read-only, inside a participant's record. Workers never see it.

Where it lives

Open a participant's record and go to the Journal rail. The Note quality panel sits there, admin and manager only. It does not appear in Aura Field or anywhere a worker can see.

The two signals

• Logged late. A note logged more than 24 hours after the support it documents carries a "Logged late" pill, or "Logged N days later" the further out it was written.
• Near-identical. A note that reads near-identical to another of that worker's recent notes for the same person carries a "near-identical" pill, naming the earlier note's date.

Facts, not grades

The panel says it plainly: a flag is a nudge to check the note is specific to the day, never a mark against the worker. There is no score, no leaderboard, and no ranking of one worker against another.

Why it matters

A specific, timely note is the raw material for everything downstream: the handover the next worker reads, the family update, and the audit evidence. This panel protects that at the source, for a manager to spot-check, gently.

Incidents

Incidents is every incident, its reportability, and the Commission clock, in one place. Where the rules require it, an incident is raised from the journal automatically, and the reporting deadline is surfaced before it passes.

Incidents are anything that triggers an NDIS Commission reportable-incident review: medication errors, serious injury, use of restrictive practice, neglect, abuse, unexplained death. Aura guides you through the five-step Commission investigation framework on resolve.

The register

The register lists every incident with its status and whether it is reportable to the NDIS Commission. Filter by Open, Reportable or Resolved. Report incident adds one directly.

The Commission clock

Reportable incidents carry a live reporting clock, so the deadline is in front of you, not in your head. Aura tracks whether each reportable incident has been notified, so a deadline is not missed.

Patterns turn into prevention

Pattern detection watches for the same participant having repeat incidents of one kind and flags it, so a pattern becomes something you can act on before it grows into a bigger problem. Everything here composes into Audit Evidence and the restrictive-practices register. See Audit Evidence and Compliance.

Report an incident

Quick-action + Report an incident from the Dashboard or FAB. Fill:

• Participant, date, time, location
• Type (medication error, injury, restrictive practice, etc.)
• What happened, immediate actions taken, who was notified

Resolve an incident

Open the incident → Resolve. The stepper walks you through five Commission-aligned prompts:

1. CCTV or location footage reviewed?
2. Staff on shift interviewed?
3. Family / guardian contacted?
4. NDIS Commission notified (if reportable)?
5. Prevention actions taken?

Each prompt is a yes/no radio + a detail textarea. Answering auto-advances to the next unanswered prompt — you can blast through all five on a phone without scrolling.

Compliance

Compliance shows your obligations and restrictive practices as facts, with a gentle flag and a link to the fix, never an alarming verdict.

Provider obligations

The obligations table covers your registrations, insurances and worker checks: what each is, who owns it, its status, and when it is due. Worker screening and training currency are pulled live from Staff, so they stay current on their own. Anything not set links straight to where you record it.

Restrictive practices register

The restrictive-practices register is fed automatically by worker incident capture, with authorisation and monthly reporting tracked here. Where there is nothing to record, it says your service is clean, rather than showing a worrying blank.

It composes into your evidence

Everything on this screen composes into Audit Evidence, and your data is Sydney-hosted. See Audit Evidence.

Audit Evidence

Audit Evidence is everything an auditor asks for, assembled from your live records: the desk pack you submit, and the walk-up for the on-site visit.

The desk audit pack

The desk pack is the document set you submit, matched to the auditor's request list. Each document type shows an honest status: current, partial, still to build, or with your accountant. Aura pulls each one from where it already lives: policies from PolicyDesk, worker records from Staff, the incident register from Incidents, the MAR from Medications, service agreements and support plans from Participants. What is not there yet is named plainly, so you know exactly what is left.

Ready when you are

The readiness read is honest: a percentage, and how many document types are complete and current out of the full set, scored against the standards that apply to you (Core and SIL). Empty document types count against you, they are not hidden behind a flattering number.

The pack, ready to send

The pack preview shows exactly what the auditor receives: a dated Certification Audit Document Pack, assembled from your live records. Download it as a PDF, email it to your auditor, or open the auditor view to print. Because it regenerates from live data, it is never stale: submit it, and the on-site walk-up proves the same records in practice. This is the 60-second audit test in one screen. See PolicyDesk and Compliance.

Billing & claims

Invoice plan managers or lodge with NDIA direct. Aura aggregates every signed-off, uncancelled shift billing in a period into one document.

Service codes

Before billing works, each participant needs a default service assignment — a mapping from their shifts to an NDIS service code (e.g. 01_011_0107_1_1 for standard weekday support). Set this up in Billing & Claims → Participant assignments.

Generate a batch

1. Pick a format: Invoice PDF (plan manager) or PACE CSV (registered provider lodging direct).
2. Pick a date range (use the presets for speed).
3. Click Generate.

The resulting PDF or CSV opens in a new tab with a 5-minute presigned download URL. A batch record is saved; you can re-download it from the Batches tab.

Xero skip warning

If your org is connected to Xero and you pick Invoice PDF, Aura runs a pre-check before generating. If any participant in the period lacks a plan-manager contact on their profile, a confirm dialog lists them by name and explains:

"3 of 5 participants in this batch have no plan manager. They'll appear in the invoice PDF but WILL NOT push to Xero as DRAFT invoices…"

Cancel to add plan-manager contacts, or OK to generate anyway (PDF covers everyone; Xero push only covers the ones with a plan manager).

Send to plan managers

On any invoice batch in the Batches tab, click Send to plan managers. Aura emails each participant's plan manager with the invoice PDF attached. Skipped recipients (no plan-manager email on file) are reported in the toast.

Click View sends to see delivery status per recipient (delivered / bounced / queued).

Batch history

Every generated batch is logged with its period, row count, total value, and current status. Re-download the PDF or CSV at any time (a fresh 5-minute presigned URL is minted).

Xero integration

One-way push: every invoice batch you generate also creates DRAFT invoices in your Xero tenant, one per participant. Review and authorise in Xero as you would any DRAFT.

Connect your Xero account

1. Go to Settings → Xero integration.
2. Click Connect Xero. You'll be redirected to Xero.
3. Authorise Aura OS against the Xero organisation you want to use.
4. You'll be redirected back to Settings with a "Xero connected" toast and the tenant name in the Xero card.

What gets pushed

• One DRAFT invoice per participant per batch.
• Invoice number format: CL-INV-<batch-id>-<sequence>-P<participant-index>.
• Contact = the participant's plan manager (name + email + ABN on the participant record).
• Line items mirror the invoice PDF.
• Reference: "Aura OS batch <batch-id-prefix> · <participant name>".

Participants skipped from Xero

A participant is included in the invoice PDF but not in the Xero push if they have no plan-manager name and no plan-manager email on their profile. Fix: open the participant, expand the Plan manager contact section, fill in at least one of name or email.

Disconnecting

Settings → Xero integration → Disconnect. Future batches stop pushing until you reconnect. Existing Xero invoices are untouched.

Clearline Connect

Clearline Connect is the cross-product invite + consent layer. Aura OS uses it to link with Compass families and Pilot Support Coordinators by email, and with Scrive OTs via a short Connect ID. Once linked, you can exchange messages, share reports, and push plan updates without email chains.

Linking with a family (Compass)

From the participant record → Invite the family section: enter the family's email, optional personal message, send. The family clicks the email and signs in (or signs up) — that acceptance activates the link automatically once the participant's NDIS number is on their plan. See Invite the family above for the full walkthrough.

What flows to whom — scope approvals you control

Connections never open the data tap by themselves. In the Connect hub, each linked practice or family carries a Scopes button where your admins decide, item by item:

• Family links (Compass) — Daily digest for the family: a short, family-friendly end-of-day summary written from worker Journal entries. Incidents never appear in detail — only a fixed "the team will be in touch" line. Off until you approve it.
• Behaviour-support links (Scrive) — Incident summaries (counts by type, severity and time of day — no narrative) and Journal excerpts, used as functional behaviour assessment evidence. Each read the practice makes lands in your Activity log.

Linking with a Support Coordinator (Pilot)

From Settings → Pilot Connect → + Invite SC: pick the participant, enter the SC's email, tick the scopes you want to grant (shifts, incidents, training, etc.), send. The SC receives an email with a sign-up link to Pilot and accepts the scopes from their Pilot dashboard.

Linking with an OT (Scrive)

Scrive currently links via a Connect ID (format CLR-XXXX-XX) — an OT shares theirs from Scrive Settings; you import it via the sidebar + Send an invitation → Invite an OT or clinician. We accept this is the legacy path while we modernise the Scrive direction toward an email-invite flow.

How invitations show up

Outgoing email invitations land in Pending email invitations for this participant under the participant record. Incoming requests from Compass families show up under Settings → Family connections from Compass. SC requests show up under Settings → Connect requests from Support Coordinators. All three surfaces support Approve / Decline / Revoke and audit-log every action.

Push notifications

Aura sends push notifications to your Pixel, Samsung, or iPhone when you install the native wrap (Android available on Richard's Pixel 9 Fold today, Play Console publish pending; iOS on the roadmap).

What triggers a push

• New Connect message from a family member or OT (coming soon — care-team chat is being wired into the app)
• Incident reported on a participant you're assigned to
• Shift handover filed for the shift starting within the hour
• Due medication reminder (MAR, 10 minutes before dose time)

You can opt-out per category in Settings → Notifications.

Roles & permissions

Aura has four roles. The role is set when an invite is sent and can be changed from Settings → Team.

What workers don't see

• Dashboard compliance score ring + six-pillar breakdown (org-wide data).
• Staff module — they see their own profile instead, under "Your worker profile".
• PolicyDesk, Reports, Billing & Claims, Settings → Team.
• Clearances or training expiries of peers.

"Acting as worker" toggle (admin only)

Admins can temporarily switch to a worker-only view to test what their workers see. Settings → Multi-hat card → Act as worker. The banner at the top of every page reminds you you're in worker view. Clear via the banner's Back to admin button or by signing out.

Solo vs team mode

Picked at signup. Changes how Aura branches:

Switching modes

Settings → Operating mode card. Solo → team always works. Team → solo requires exactly one worker linked to the current admin (so Aura knows who the sole trader is); otherwise you get a "cannot switch — you have more than one worker" warning.

Compliance score

An overall 0–100 score plus six weighted pillars. Visible on the Dashboard (admin + manager only). ≥ 90 is audit-ready.

The six pillars

Each pillar is weighted — the overall score is a weighted average of the six. Weights reflect what the NDIS Commission prioritises.

Where the weights come from: the bigger the direct participant-risk signal a pillar sends the Commission, the higher it's weighted. Incidents and worker screening together carry 45% because those two drive most reportable-incident + investigation cases.

Click any pillar row to drill down to the specific workers, policies, or incidents pulling the score down.

30-day delta

The score banner shows how much the number has moved in the last 30 days. Useful for steering — if you fix three policies this week, you'll see the pillar + overall score respond.

Staff

Staff is your workforce compliance in one place: invite a worker, let them onboard themselves, and let Aura track every clearance and expiry so nothing lapses quietly. Aura turns the screening and training data you already keep into a managed onboarding + lifecycle.

Compliance status at a glance

Every worker in the Staff list shows a status pill — Ready, Expiring, or Blocked — plus a count of items needing attention. "Blocked" means a required item is expired or missing (NDIS Worker Screening, First Aid, Police check, or WWCC).

Inviting a worker: self-serve onboarding

Go to Staff and hit Invite worker: their name and mobile, one tap. From there the worker onboards themselves on their phone: an 8-step checklist (NDIS Worker Screening, Police check, First Aid and CPR, Working with Children Check, manual handling, medication management, behaviour support training, induction), documents read by camera, policies acknowledged as they go. See Getting started for the full walkthrough.

The Onboarding & Compliance panel

Open any worker's Compliance panel to see every item with its status, expiry date + countdown, and a link to the evidence on file — screening, the mandatory certs, and the rest. You verify what Aura read against the original document and activate the worker: you confirm, you don't re-type.

Expiry nudges

As a dated item approaches expiry, Aura nudges the worker and the admin at 90, 30 and 7 days before — and again if it lapses. Built for the 2026 NDIS Worker Screening renewal wave, so renewals get handled before they cost you a shift.

Roster gate (warn + override)

If you roster a worker who's compliance-blocked, Aura warns you and asks for a reason — it doesn't hard-stop you (a short-staffed house still needs cover), but the override is recorded in the audit trail with who, when, and which item. The same shape as the medication cap-override.

Feeds your audit score

Worker compliance is an NDIS Practice Standards pillar — incomplete or expired items pull your compliance score down, so the panel and the score always agree.

Not payroll. Tax / super / bank details are collected only for a clean hand-off to your payroll tool (Aura already integrates with Xero) — Aura does not run STP, SuperStream, or super processing.

The team

The team list shows everyone active, their role, the participants they support, and their compliance at a glance. Bringing a whole team across at once? Import CSV does the lot. See Bulk CSV import.

PolicyDesk

PolicyDesk is your NDIS-aligned policies, backed by the evidence that you actually follow them. Aura links each policy to your live records and flags where practice and policy disagree, before an auditor does.

35 NDIS policy templates pre-seeded — one per outcome of the 2025 Core Module the NQSC Applicant Portal asks SIL providers about, plus the Behaviour Support and HIDPA supplementary modules, Child Protection, plus standalone Code of Conduct, Bullying & Harassment, Conflict of Interest, Drug & Alcohol, Whistleblower and Document Control policies. You review each one, date it, and optionally attach a method note. Seven are flagged "SIL blocker" — the outcomes the NQSC most often rejects SIL applications on without strong written evidence. The Policy Reviews pillar reads from this module.

Practice gaps, before the auditor

Auditors check both the policy and the practice. PolicyDesk surfaces the gap between the two from your own records, so a mismatch is caught before an auditor finds it. Each policy shows the evidence pulled live from your records: incidents logged, workers screened, training current, supervision current, reviews done.

Marking a policy reviewed

1. Open the policy card.
2. Click Mark reviewed.
3. (Optional) Add a review method note — "Reviewed at team meeting 23 Apr 2026, all staff present".
4. Save. Next-due date is auto-stamped for 12 months out.

Upload your own policy

Alongside the 35 templates, upload your own policy document or paste the text in as a custom policy. It's listed alongside the seeded templates and you can link journal-note evidence to it the same way: your practice isn't limited to what's pre-written.

Linking evidence

Link a journal note to the policy it evidences, right from the note, for a seeded template or a custom policy alike. The link shows up on the policy card, so when an auditor asks "how do you know staff actually follow this?" the answer is already assembled, not reconstructed from memory.

Relevance filter: score only what applies to you

Tell PolicyDesk what your practice actually does: solo or team, whether you administer medication, run behaviour support, deliver high-intensity supports, or work with children. Templates that don't apply move to a "Not applicable" section, and your audit-ready policy score then divides by the subset that's relevant to you, not all 35.

Acknowledgement and branding

Workers can mark "I've read this" per policy version from their own device. It's a personal reading log for now, not yet a governance-visible record your team can audit centrally. Your organisation name and ABN, set in Settings, brand every downloadable policy PDF. A regulatory tracker that flags a policy when an NDIS standard changes is on the way.

Admins can download any policy template as a branded PDF for their evidence folder.

Reports

Reports pulls a report for whoever needs it, over the window you choose. Every report composes from your live records: the journal, shifts, medications, incidents and clearances. There is nothing to re-enter, and the numbers always match the app.

For families and plan reviews

Participant activity and outcomes is the report a plan reviewer actually wants: everything done for one participant in a window, supports delivered, medications and incidents, plus goal progress and the wellbeing trend drawn from the journal. Not just hours, what actually changed. A plain-language Family update sent via Compass is on the way. An auditor file request assembles one participant's full record, and lives in Audit Evidence. See Audit Evidence.

For payroll and finance

Pay period summary by worker gives shifts and hours per worker over the fortnight, with bulk-entered shifts flagged so you can sanity-check before you pay, and export it as CSV. Billing reconciliation, which checks delivered supports against what was claimed, is coming.

For audit and compliance

The monthly compliance report is your posture for the month: audit-readiness, shifts, incidents, clearances and policies, in one PDF, Commission-ready. Different from Audit Evidence, which is per-participant per-date: this report is org-wide, for registered-provider audits. The full audit evidence pack lives in Audit Evidence.

Built from live data

No report has its own data. Each one composes from what is already in the app, so a report and the screen can never disagree. Scheduled reports, set once and run automatically, are on the way.

Organisation settings

Settings is your details, your plan and your service in one place. Admin-only.

Profile and plan

Set your organisation name and it appears on your branded PDFs, including your policy register. Your name and email come from your login, and you can update your password here. Your current plan shows what is included: all features included. Pricing and billing live on the website, not inside the app.

Your service and your care network

Your service holds how your service is set up, including switching between solo and team mode as the business grows (see Solo vs team mode). Connect and care network is where your Clearline Connect connections live (see Clearline Connect). Team and access is managed over in Staff, see Staff.

What's in Settings

• Plan — your current caseload band, billing details, and Stripe customer portal link.
• Operating mode: solo / team.
• Multi-hat — "Act as worker" toggle.
• Team — worker list, invites, assignment matrix.
• Organisation profile — name, ABN, address, email, phone.
• NDIS registration — registration number (appears on generated documents + evidence packs).
• Invoice + bank details — name, BSB, account number, payment terms, footer text. Embedded on every generated invoice PDF.
• Logo — PNG/JPEG/WebP, max 2MB, renders at 120×50px on the invoice header.
• Xero integration — connect / disconnect.
• Audit log — every important action, searchable.

Account and data

Account and data is where your account and data controls live.

Get the app

Your workers use the same account and the same data on the mobile app on shift. Download it from Google Play. The App Store version is on the way.

Bulk CSV import

For onboarding many participants or workers at once. Max 100 rows per import.

Steps

1. Open Participants or Staff, click Import CSV.
2. Download the blank template if you don't have one already — ensures column names match exactly.
3. Fill your data into the template, save as .csv.
4. Choose your file. Aura validates the headers:
   • If no recognised columns → "This doesn't look like a participants CSV." — check you're uploading the right template.
   • If a required column is missing → explicit list of what's missing.
   • If there are unrecognised extra columns → amber banner in the preview showing which ones will be ignored.
5. Review the preview table. Rows with validation issues are flagged (row-by-row, with the specific field at fault).
6. Click Import N rows. Valid rows are created; skipped rows are reported in the results screen.

What's in the template

Participants: name, dateOfBirth, ndisNumber, planStartDate, planEndDate, planManagerName, planManagerEmail, planManagerAbn, classification, livingArrangement, primaryDisability, carerName, carerEmail, carerPhone, indigenousStatus. Only name is required.

Workers: name, roleTitle, email, phone, startDate, ndisScreeningId, ndisScreeningExpiry, employmentType. name + roleTitle are required. Payroll/bank/TFN fields are not imported via CSV — add those per-worker via the Edit modal for privacy reasons.

Aura Field (worker app)

Aura Field is the app your support workers use on shift. It is the same account and the same data as Aura OS, on the worker's own phone. Workers get in by an invite from you, their coordinator, team leader or admin, not a public sign-up.

The shift is the anchor

A worker signs on to a shift, and everything they do attaches to that shift and its participant: the journal note, the medication round, and the handover at sign-off. Five tabs run the shift: Shifts, Meds, Journal, Docs and Profile.

Shifts

The worker sees their upcoming shifts and signs on to the active one. Signing on is what unlocks journalling and the medication round for that participant.

Journal

On shift, the worker writes the journal note while the detail is fresh, and it attaches to the participant of the active shift. At sign-off, the shift's notes are summarised into the next worker's handover, or the worker can write their own from the shift detail. An ambient streak keeps the focus on quality, not volume: a quiet shift honestly logged keeps it, so the worker is never pushed to pad the record. This streak is the only note-quality element a worker sees. See Journal.

Meds

When signed on, the worker records the participant's medication round: each dose given or refused, with the Schedule 8 witness step where a controlled drug needs one. See Medications.

Docs

The worker's own credentials sit here, each with its status and expiry (NDIS Worker Screening, Police check, First Aid, Working with Children Check), with a Replace action as they renew. A read-only participant care summary gives the worker the key details for a participant they support, without editing rights.

Profile

The worker keeps their own details current (contact, emergency contact, and work eligibility including their NDIS Worker Screening number), so their coordinator has them on file. These are checked against the documents the worker uploads. This is the self-serve side of the Staff onboarding you run from Aura OS. See Staff.

Common questions

I can't see the Add Worker button

You're either on solo mode (the button is hidden by design — switch to team in Settings) or signed in as a worker (admins only). Check Settings → Operating mode, or ask your admin to promote you.

My compliance score is stuck at zero

The score starts at a baseline until you have activity — at least one worker, one participant, one shift. Once data lands, the pillars populate within 30 seconds. Reload the Dashboard if it hasn't refreshed.

I marked a policy reviewed but the pillar still shows 0%

The compliance score is cached for 10 minutes to avoid hammering the DB. Either wait or reload the Dashboard — the pillar will update.

I generated an invoice but no DRAFT appeared in Xero

Check:

1. Is Xero connected? Settings → Xero integration should show "Connected" + tenant name.
2. Does the participant have a plan-manager name or email on their profile? (Pre-Generate warning catches this now; if you saw the confirm dialog, the skipped participants are listed.)
3. Was the generated format Invoice PDF? PACE CSV batches don't push to Xero.
4. Pulled straight from Xero — the invoice appears as DRAFT, not Authorised. Check the Draft tab.

A worker can sign in but sees no participants

They haven't been assigned yet. Admin: Settings → Team → Assignment matrix → tick their row against the relevant participants.

Why can't I delete a shift?

Signed-off shifts are protected — deleting them would break the audit trail. Admins can edit to correct details or mark as "cancelled" (which excludes from billing and compliance).

Sync & offline

Aura OS runs mostly in your browser. Actions sync to the cloud as you do them. If your connection drops:

• Shift check-ins, check-outs, handovers, and notes save locally and sync when the connection returns.
• Medication doses and incidents require connection at the moment (offline support is on the roadmap with the Capacitor wrap).
• If you see an amber "Offline — changes queued" banner at the top, your device is working but will retry automatically.

Force a sync

Sidebar → bottom → Sync now. Pulls fresh cloud state and replays any queued local changes.

Get support

Email hello@clearlinehealth.com.au from the email address on your account. Include:

• A screenshot of the issue.
• What you were trying to do.

Your account email address is enough for us to find you — we don’t need a Connect ID.

We reply within one business day. Founder reads every message.