Every hour.
Every plan.
One place.
Marli and Moe Care OS replaces the brochure site with a working system: one intake pipeline from enquiry to allocated coordinator, live hours tracked against NDIS plan budgets, case notes that write once — and a portal participants actually open.
The 2022 brochure
isn’t the business.
01 — Why rebuild
Growth to six metro markets means caseload complexity — not just more enquiries. Care OS turns the website into the operating system of the practice: enquiries land once, coordinators are allocated by capacity and location, hours accrue against each plan, and families stop ringing for updates they can read themselves.
Five modules.
One source of truth.
02 — The platform
A single intake pipeline
Booking link, intake form, 1300 calls and email all create one kind of record. No more re-keying into a spreadsheet by a single Intake Manager.
- Drag-and-drop stages from enquiry to onboarded
- Source stamped automatically on every enquiry
- 48-hour response-time alerts on untouched cards
Allocation by live capacity
Coordinators carry visible caseload limits by service line and metro. Allocation is a decision the system helps with — not a guess in an inbox.
- Caseload vs capacity per coordinator, live
- Service-line matching — SC, Specialist, Recovery Coaching
- Suggested allocation picks the least-loaded match
Hours against plan budgets
Every billable hour writes straight to the participant’s plan utilisation. Threshold alerts fire at 75% and 90% — before funding runs out mid-plan.
- Funded hours vs claimed, per participant
- Category budgets — Core, Capacity Building
- Plan-end countdown with reassessment prompts
Case notes that write once
Objective, timestamped, audit-ready notes on the participant record — tagged case, progress or incident, and shareable to the portal with one tick.
- Chronological feed across the whole caseload
- Incident tagging for NDIS reportable events
- One record for audits, reviews and handovers
A portal participants open
Participants and families see their coordinator, hours used against budget, and the notes the team chooses to share — in plain language, on any phone.
- “Who is my coordinator?” answered permanently
- Hours remaining, explained without jargon
- Fewer “just checking in” calls to the office
Enquiry to allocated.
Five moves.
03 — The journey
Enquiry lands once
However they arrive — booking link, form, 1300 call or email — the details are captured a single time, at the source.
Triage in the queue
Service line, location, requested hours and risk flags are checked in one view. Untouched enquiries alert at 48 hours.
Consent & agreement
The service agreement and consent status travel with the record — nobody chases a signature through a separate inbox.
Allocated by capacity
The coordinator is chosen with live caseload, service line and metro in view. The intro email is queued automatically.
Onboarded & tracked
The participant moves to the active caseload. Hours start accruing against their plan budget from the first meeting.
Drag the cards yourself.
The whole pipeline is running in the demo — move an enquiry, allocate a coordinator, watch the alerts.
Mission control
for the caseload.
04 — The product
This is a live product, not a screenshot — open the working demo and run the caseload yourself.
See it running
on your caseload.
A working concept for Marli and Moe — one pipeline, live budgets, notes and a portal. Built to replace the 2022 brochure with the system the practice actually runs on.