You're the engine room. Your team logs concerns, and you make sure each one is picked up, dealt with, and recorded properly. Here's how to do each part.
What's in this guide
1. Your dashboard at a glance
Where you land when you log in — your team's safeguarding picture in one screen.
- The top row shows your totals: all concerns, open, escalated, and critical.
- Latest 10 Concerns lists the most recent, with category, severity and status.
- Each concern shows an "Allocated to" badge NEW — so you can see at a glance who's dealing with it.
- The reference number (e.g. #123) is a link NEW — click it to jump straight to the full concern.
- Or click Review on any row to open it.
2. Review & allocate a concern
Opening a concern and taking it through to done — the heart of your job.
- Open a concern from the dashboard or Reports.
- Read the full detail: who it's about, what happened, and the staff member's assessment.
- In Manager Actions, the first box is Allocated to NEW — set or change who should pick this up and deal with it (the staff member may have already suggested someone).
- Update Status — move it along (e.g. Under Review while you're on it, Escalated once it's passed on).
- Severity Determination — confirm the staff member's rating, or override it.
- Escalated To — tick everyone it's been referred to (e.g. local authority, safeguarding team).
- Add your Notes, then Save Update.
- When it's fully resolved, add an Outcome and Close Concern.
💡 Only the Safeguarding Lead gets the critical phone-call alert — but every manager can see and act on every concern.
3. Manage your staff
Your Staff page is now split in two, so it's clear who's who.
- Managers NEW — the managers and the Safeguarding Lead. This list is view-only for you; the Owner creates and manages these.
- Staff — your staff. This is the list you manage.
- To add a staff member: Add Staff Manually → enter their name, email, and job title NEW — type their real title (e.g. "Senior Carer", "Receptionist", "Nurse").
- Click any staff member to edit their details or deactivate them when they leave.
💡 You no longer create managers — that's the Owner's job now (Manager Access). You look after your care team.
4. Manage your service users
The people your team cares for — set them up so staff can log concerns about them.
- Go to Service Users and add each person with their name and date of birth.
- Assign staff to each service user, so they appear in that staff member's list when reporting a concern.
- Edit or deactivate a service user when their care ends.
5. Reports, trends & exports
Your complete record of every concern — and the page you'll rely on for oversight and CQC inspections.
- Open Reports to see every concern, each showing its reference, date, service user, category, severity, status and Allocated to.
- Switch the view with the tabs along the top: All Concerns, Monthly Summary, Report Pack, Speak Up, and Archive (older closed concerns). You can also group the list by severity, service user, staff member or contract.
- Filter to find exactly what you need: quick date buttons (all time, this year, last 12 months, last 3 months, last month) or your own dates — plus service user, staff member, status, contract / funding source, and severity.
- Click Run Report, then print it, save it as a PDF, or download it as a CSV. The CSV is a full record — incident date, service user, category, severity, status, who reported it, the action taken, who it was escalated to, and the outcome.
- 📋 Report Pack NEW — the big one for inspections, and exactly what CQC will ask to see. Choose your dates and filters, click Generate Report Pack, and it builds a complete, professional safeguarding record that opens in a new tab — print it or save it as a PDF and hand it straight to the inspector.
- 📈 Trend Analysis — your concerns grouped by category over time, to spot patterns.
- 🔍 Incident Audit — the full, action-by-action history of every concern.
- ⬇ Download Full Backup — your entire safeguarding record in a single file.
💡 The Report Pack is your one-click inspection document — keep it in mind whenever CQC are due.
6. Speak Up reports
Anonymous reports your team raises about colleagues or the workplace — handled separately from concerns.
- Open Speak Up to see reports raised by your team.
- Each shows the category, the description, and who the reporter wanted it allocated to NEW.
- Set a status, record who it was referred to, add your notes and an outcome.
7. Alerts — who gets what
So you know exactly how the team is told about a new concern.
- Every manager gets an email and text when a concern comes in.
- Only the Safeguarding Lead gets the critical phone call for the most serious ones.
- The Owner decides who the Safeguarding Lead is, and can switch it.