SafeguardingUK — Manager Training Hub

In this video I'm going to show you what your dashboard looks like when you sign in as a manager.

Right at the top you'll see four numbers. These are your live counts across your whole organisation.

Total Concerns — every concern ever raised.

Open — concerns that aren't yet closed.

Escalated — concerns that have been referred internally or to a Local Authority.

Critical — open concerns at the highest severity.

Each of those tiles is also a button. Click any of them to jump straight to the matching list of concerns on the Reports page, where you can filter, print, or export them.

If you have any critical concerns that need immediate attention, you'll see a red alert banner above the tiles. That's the system getting your eye on the most urgent stuff first.

Below the tiles you'll see Latest 10 Concerns. This is a quick snapshot of the most recent ones — across your whole organisation, not just yours. They're sorted by severity, so Critical concerns appear first, then High, then Medium, then Low. Within each severity level, newest is at the top.

Click Review on any row to open the full concern and act on it.

Below that there's a Concerns by Category chart. A quick visual of where most of your concerns are clustering — useful for your monthly review.

You can also raise concerns from your own account using the Report a Concern button at the top.

For example, if a care worker tells you something verbally and asks you to log it on their behalf.

And in the top right, the Give Feedback button.

If anything in the system isn't working for you, click that and tell us. We read every message.

Thank you for watching.

In this video I'm going to show you what to do when a care worker raises a new concern, and how to review and act on it.

When a care worker raises a concern, you get a notification. The concern lands on your dashboard with the most urgent at the top. Critical first, then High, then Medium, then Low.

Click into any concern to open the full record.

You'll see everything the care worker submitted — who it's about, when it happened, where, the category, the type, and the description in their own words.

Read the description first. That's the story.

Your first decision is severity. The care worker has picked a level from their point of view. As the manager, you can agree, or you can change it.

Why might you change it? Because you have context the care worker doesn't. You know the history of the service user. You know if there's a pattern.

The four levels are Low, Medium, High, and Critical.

• Low is a minor concern, no immediate risk.
• Medium needs prompt review.
• High is serious and urgent.
• Critical is immediate risk to life or safety.

The system records both — what the care worker reported, and what you determined. CQC will want to see both.

Next, the status. The Update Status dropdown has four stages:

• Open — just raised.
• Under Review — you're working on it.
• Escalated Internally — passed to someone more senior in your team.
• Escalated to Local Authority — referred to the LA safeguarding team.

Update the status as you go. The dashboard filters by status, so it keeps your worklist tidy.

Closing a concern is a separate action — there's a dedicated Close Concern button further down. We'll come to that in a moment.

If a concern meets the threshold for a safeguarding referral, escalate. You can escalate to one place, or several at the same time:

• Line Manager
• Local Authority
• Police
• NHS or GP
• CQC
• Other

Tick whichever apply. Add a note about who you contacted and when. This is the trail you'll need when an inspector asks later.

Add manager notes as you work. These are your own observations, separate from what the care worker wrote.

If you decide NOT to escalate, the system asks you why. That gives you a record you can stand behind if anyone questions the decision later.

When the concern is resolved, click the Close Concern button at the bottom of the manager panel. You'll be asked for an outcome summary — what you did, what changed, who's been informed. That summary is required.

Two things to know before you close. A closed concern stays visible on your dashboard for fourteen days, then moves into the archive. Archived concerns are kept for seven years and then permanently deleted.

If you need a permanent record, download a PDF of the concern before you close it. The Print or Save as PDF button at the top of the concern page gives you that.

One more option, used rarely. If a concern was logged in error — a duplicate entry, the wrong person, a test record — you can remove it from your active records using the red Delete this Record section at the bottom of the page. You have to give a reason.

The concern isn't permanently destroyed — it stays visible to your organisation's head administrator for audit. That's deliberate.

Thank you for watching.

In this video I'm going to show you how to generate a printed report pack of your safeguarding concerns. This is the document you'll hand to a CQC inspector, or save as a PDF for your own records.

Click Reports in the menu. The Reports page is a hub — it has tabs across the top for different kinds of report.

Click the Report Pack tab.

The first thing you set is the date range. By default it's the last three months. You can pick any window — last month, last year, or a specific incident period.

Then the filters. You can narrow by:

• Status — Open, Under Review, Escalated, Closed, or all.
• Concern type — service user concerns only, general concerns only, or both.
• Severity — Low, Medium, High, Critical, or all.
• Contract — if you have multiple contracts, you can pull a report for just one of them.

As you change the filters, the count on the screen updates. That tells you how many concerns will end up in the report pack.

When the filters are right, click Generate Report Pack. A new tab opens with a print-ready document.

The first page is a cover sheet — your organisation name, the date range, the filters you used, the total count, and a contents table of every concern listed by reference number.

Each concern then gets its own page. Reference, service user, date, category, type, severity (both reported and determined), status, escalation, the full description, immediate action taken, and the audit trail.

Print it on paper, or use your browser's Print menu and choose Save as PDF. That gives you a single PDF file with every concern in your filter window.

Filed for your records. Or ready to send to CQC.

Thank you for watching.

In this video I'm going to show you how to manage your staff — adding new care workers, updating their details, and removing access for people who've left.

Click Staff in the menu. You'll see a list of every person in your organisation, with their job title, phone number, status, and how many service users they're assigned to.

To add a new staff member, click Add Staff Member.

Fill in their first name, last name, email address, mobile number, and job title.

The job title options are:

• Care Worker
• Senior Care Worker
• Support Worker
• Domestic
• Office
• Manager
• Deputy Manager

When you click Create Account & Send Welcome Email, the system creates their account, generates a temporary password, and emails them everything they need to sign in.

If you've got a lot of staff to add at once, use Download CSV Template and Upload CSV at the top of the Staff page.

There's a separate video on bulk import that walks you through it.

To manage an existing staff member, click their name to open their profile.

From there you can change their job title, give them manager access or set them back to care worker only, resend their welcome email if they've lost the original, or deactivate them when they leave the company.

Deactivating doesn't delete the staff member. Their account is just switched off.

They can no longer sign in, but every concern they raised stays in your records permanently. That's required for audit and you cannot avoid it.

Thank you for watching.

In this video I'm going to show you how to manage your service users — the people in your care.

Click Service Users in the menu. You'll see a list of every person currently in your care, with their contract, key contact, assigned staff, and status.

Their age group updates automatically as they get older — Child, Young Person, Adult, or Older Adult.

To add a new service user, click Add Service User.

The required fields are first name, last name, date of birth, postcode, and care type.

The care type options are:

• Live-in Care
• Home Care
• Supported Living
• Care Home
• Extra Care Housing
• Community Support
• Specialist Transport
• Or Other if none of those fit.

Optional fields are full address, email, contract reference, key contact name, and key contact phone number.

Worth filling in if you have them — they make audit reports more useful later.

If you've got a lot of service users to add at once, download the CSV template, fill it in, and upload it. The bulk import video covers that.

To edit a service user, click Edit in their row. You can update any of their details, or deactivate them when they leave your care.

Thank you for watching.

In this video I'm going to show you how to assign care workers to service users. This sets up the working relationship between your team and the people in your care.

There are two ways to do this — start from the service user, or start from the care worker.

Either gets you to the same result. Pick whichever's easier for what you're doing.

Starting from a service user — on the Service Users page, click Assign or Manage in their Staff column.

A box opens with every active care worker. Tick the ones you want assigned to that service user, untick any you want to remove, then click Save.

Starting from a care worker — on the Staff page, click Assign or Manage in their Service Users column.

A box opens with every active service user. Tick the ones the care worker is responsible for, untick any they're no longer working with, then click Save.

The assignment matters because when a care worker raises a concern, the service user dropdown shows only the people they're assigned to.

That keeps the form short for them, and stops accidental concerns being filed against the wrong person.

Thank you for watching.

In this video I'm going to show you how to import lots of staff or service users at once from a spreadsheet.

If you're moving from another system, or you're setting up SafeguardingUK for the first time, manually adding twenty or fifty people one by one is slow. The bulk import does the whole list in one go.

For service users — on the Service Users page, click Download CSV Template. That gives you a blank spreadsheet with the right columns. The required columns are name and contract. Date of birth, address, care type, and key contact details are optional. Fill in one row per service user. Save the file as a CSV.

Then click Upload CSV. Pick the file you just saved. The system reads every row, validates the data, and creates the records in one pass.

For staff — on the Staff page, you've got the same two buttons: Download CSV Template and Upload CSV.

Click Download CSV Template to get the blank spreadsheet. Required columns are name and email. Phone and job title are optional. Fill in your data, save as CSV, then click Upload CSV to import.

Here's the important difference between bulk import and adding staff one at a time. When you add a staff member manually, the system emails them a welcome message with their temporary password.

When you bulk import, no emails are sent. Instead, after the upload finishes, the system shows you a one-time table on screen, listing every new staff member's email and their temporary password. You need to copy these passwords down, or share them directly with each person.

If you refresh the page or navigate away, those passwords are gone — you'll have to use the password reset flow to give each staff member access.

If you'd rather not deal with that, you can use Resend Welcome Email on each staff member's profile after the import. That sends them a fresh temporary password through the normal email flow.

A few tips. Always download the template first — your column headings need to match. Email addresses must be unique across the whole platform. If anything fails validation, the system tells you which row failed and why, so you can fix it and try again.

Thank you for watching.

In this video I'm going to show you the Trend Analysis page. This is for spotting patterns — what kinds of concerns keep coming up, where the hotspots are in your organisation, whether things are getting better or worse.

Click Reports in the menu, then click the Trend Analysis button at the top of the Reports page.

The page has five views you can switch between using the tabs at the top.

By Category — what kinds of concerns dominate, like physical, financial, neglect, and so on.

By Severity — how many at each of the four levels.

By Staff — which care workers are raising the most concerns. Sometimes that tells you about a busy ward, sometimes about a worker who needs support.

By Service User — which residents are appearing most often.

By Location — where in your organisation concerns are happening, from people's own homes to care homes to hospitals.

Above the chart you'll see stat boxes — Total concerns, High and Critical count, Escalated count, Last Month, Closed, and Open or In Review. Click any of these to filter the chart below to just that slice.

You can change the date range using the buttons at the top — All Time, This Year, Last Twelve Months, Last Six Months, Last Three Months, or Last Month. And you can filter to a specific service user or a specific staff member.

Use it for your monthly safeguarding review. Use it before a CQC inspection. Use it any time you want to step back from the day-to-day and see the whole picture.

Thank you for watching.

In this video I'm going to show you the Incident Audit page. This is the organisation-wide record of every action taken on every concern — when it was raised, who looked at it, when the severity was changed, when it was escalated, when it was closed.

Click Reports in the menu, then click the Incident Audit button at the top of the Reports page.

Each concern appears as its own block, with its full audit log inside.

You'll see the reference number, the service user, the date, the severity, the status, how many days it's been open, and underneath, every action that's been taken on it with a timestamp and the name of the person who did it.

Three tabs at the top let you switch the view.

All Incidents — every concern, ordered most recent first.

Escalations Only — only the concerns that have been escalated, internally or to a Local Authority.

Unresolved — concerns that are still Open, Under Review, or Escalated. Closed ones are hidden.

You can filter by date range, by a specific staff member, or by a specific service user. Click Run Report to apply your filter. Click Reset to clear everything.

Three export buttons at the top — Print, PDF, and CSV — let you save what you're looking at for your records or to send to someone.

Day to day you won't open this page. It's there for when you need it — an investigation, a CQC question, a dispute about what happened.

The audit log is read-only. Nobody can edit it, not even you as a manager. That's deliberate — it's the trail that proves your records haven't been tampered with.

Thank you for watching.

In this video I'm going to show you how to control the alerts your managers receive when concerns are raised or escalated.

Click Notifications in the menu. There are two channels you can switch on or off.

SMS Alerts — sends a text message to all managers for high or critical concerns, and any escalation.

Phone Call Alerts — makes an automated phone call for critical concerns and external escalations only.

Email alerts always run, no matter what.

The SMS and call channels are extra layers for when something is urgent.

Here's how the alerts work by severity:

• Low and Medium — email only.
• High — email plus SMS if you've enabled it.
• Critical — email plus SMS plus a phone call if you've enabled it.
• Any escalation, regardless of severity — email plus SMS.

Below the settings you'll see Manager Contact Details.

SMS and call alerts are sent to the mobile numbers listed here. If a number is missing for one of your managers, ask them to add it in their profile.

At the bottom, Recent Alerts Sent. Every notification the system has sent — email, SMS, or call — is logged here, so you can see what got through and what didn't.

Thank you for watching.

In this video I'm going to walk you through the Reports page. This is your hub for everything to do with looking back at concerns — running reports, generating CQC packs, reviewing Speak Up submissions, finding archived records, and downloading a full data backup.

Click Reports in the menu.

Across the top of the page you'll see four quick-action buttons.

• Trend Analysis — for patterns over time.
• Incident Audit — for the action-by-action record of every concern.
• Download Full Backup — for a single zip file of all your data.
• Back to Dashboard.

Each of the first three has its own video — we cover them separately.

Below the buttons, the Reports page itself has five main tabs.

All Concerns is the default. It shows every concern, with filters for date range, service user, staff member, status, severity, and contract. There's also a Group By option, so you can group your results by severity, by status, by service user, by staff member, or by contract.

Monthly Summary breaks your concerns down by month.

Report Pack — covered in its own video — generates the printable CQC document.

Speak Up — covered in its own video — shows the anonymous Speak Up reports.

Archive — covered in its own video — holds concerns that have been closed and archived.

Across every tab, you can export what you're looking at as PDF or CSV using the buttons at the top of the results.

The quick date range buttons — All Time, This Year, Last Twelve Months, Last Three Months, Last Month — let you change the window without typing dates.

Use the Reports page when you need to step back from the day-to-day worklist and look at the big picture, or when CQC or your owner asks for something specific.

Thank you for watching.

In this video I'm going to show you the Categories page. This is your reference for the safeguarding category list — the categories your care workers pick from when they raise a concern.

Click Categories in the menu.

You'll see the full list of categories — things like Physical Abuse, Financial Abuse, Neglect, and so on. For each one, the page shows which age groups it applies to — Child, Young Person, Adult, or Older Adult — and how many sub-categories sit underneath it.

On each category's row, click the "Sub-categories →" button to drill in. So Physical Abuse might break down into Hitting, Restraint, Inappropriate use of medication, and so on.

This list is shared across every SafeguardingUK customer and managed centrally by us. You can browse it but you can't edit it from here. The reason is consistency — when CQC see a "Neglect" concern from your home and a "Neglect" concern from a different home, they mean exactly the same thing.

If you ever feel something is missing, or a category name should be different, look at the blue note at the top of the page — it ends with an underlined link that says "contact form". Click that and send us a request. We review every one.

Thank you for watching.

In this video I'm going to show you how to review the Speak Up reports that come into your organisation.

A Speak Up report is a safeguarding concern that someone has submitted without going through the normal concern flow — usually because they don't want their name attached, or they're not a member of staff. It might be about a colleague, a manager, a process, or something they've seen that they're worried about.

Click Speak Up in the menu. You'll see every Speak Up report submitted to your organisation, most recent first.

Each one shows the date, the category, whether the reporter gave their name or stayed anonymous, and the current status.

There are seven Speak Up categories:

• Colleague conduct
• Manager conduct
• Organisational practices
• Service user safety
• Policy breach
• Cover up
• Or Other

Click into any report to see the full description, and to act on it.

Your options as the manager: update the status — New, Reviewed, Actioned, or Closed. Add a severity — Low, Medium, High, or Critical. Add notes about what you've done. Mark it as escalated to a Line Manager, Local Authority, Police, NHS or GP, CQC, or Other. Add an outcome when it's resolved.

If the reporter ticked "Please contact me", their email is included so you can reach out. If they stayed fully anonymous, you've got just the report — work with what's there.

You can also reach the same Speak Up view via Reports in the menu, under the Speak Up tab. From there you can export every Speak Up report as a CSV file for your records.

Thank you for watching.

In this video I'm going to show you the Archive — where closed concerns and closed Speak Up reports go after their fourteen-day visible period.

Click Reports in the menu, then click the Archive tab at the top.

The page shows two lists. Archived Concerns at the top, and Archived Speak Up Reports below.

Both have a date filter so you can narrow to a specific period — for example, all archived concerns from last year.

Each archived concern still shows everything that was in it when it was closed — service user, severity, status, the description, and the outcome you wrote when you closed it.

Click into any of them to see the full record, exactly as it was.

You can export either list as a CSV file using the download buttons. That's useful for handing over to CQC, or for your own records if you need a copy outside the platform.

Archived records are kept for seven years from the day they were archived, then permanently deleted.

If you ever need a permanent copy that won't expire, download it from the Archive page now and store it in your own filing system.

Thank you for watching.

In this video I'm going to show you the Download Full Backup option.

If you ever want a copy of all your organisation's data — concerns, Speak Up reports, audit log, staff, service users, the categories — you can download it as a single zip file in one click.

Click Reports in the menu, then click the Download Full Backup button at the top of the page.

Your browser will download a zip file straight away. The filename includes your organisation name and today's date, so you can keep dated copies.

Open the zip and you'll find six CSV files plus a README.

concerns.csv — every safeguarding concern, including archived ones and any that have been soft-deleted.

speak_up.csv — every Speak Up report, including archived.

audit_log.csv — the full action-by-action record of who did what, when.

staff.csv — every staff account, active and inactive.

clients.csv — every service user.

categories.csv — the master category list.

Use it for your own off-platform records, for your accountant, for CQC, or just peace of mind. We recommend taking a download once a month and storing it somewhere safe — like a password-protected folder on your office computer.

Thank you for watching.

In this video I'm going to show you the My Profile page — where you keep your own details up to date.

Click My Profile in the menu.

The top section is your profile. First name, middle name, last name, email, and mobile number.

The mobile number matters. It's used for SMS and phone call alerts when high or critical concerns come in. If you don't have a number set, you won't get those alerts — only emails.

If your number is missing, the page shows you a warning right there.

As a manager you can change your own email address from here. Care workers can't — they have to ask you to change theirs from the Staff page.

Below the profile, the Change Password section. Type your current password, then your new password twice. The new password must be at least twelve characters.

The system also checks your new password against known data breaches. If it's been seen in a leak somewhere, it won't be accepted — pick something else.

When you change your password, you stay signed in here but every other device or browser you were signed in on gets signed out automatically. That's a security feature, not a bug.

Thank you for watching.