Get to know GoodHuman back-to-front, inside and out with our constantly evolving glossary!
Here, we describe key terminology that you may come across when using our platform day to day.
A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W - X - Y - Z
A
Activity groups
Activity groups are smaller breakout groups within a larger group session. They can optionally be added to larger, more complex group sessions, which may involve multiple activities in the one session. Team members and customers can be organised into activity groups either on an adhoc basis, or at the service level to save time.
Activity logs
This is designed to provide an overview of each significant action taken since the creation of a booking or group session, in order of when the action has occurred.
This includes the action, date, time and the team member who executed the action.
Activity record
Record billable time that does not adhere to the structure of a standard booking. This function is particularly useful for support coordinators, who do not necessarily have billable activities with a start and end time. You can create an activity record on the Customers or Bookings pages.
Actual time
This time is retrieved from the team member’s device and displays the exact time the action of checking in/out was performed, regardless of the time the team member may have manually recorded. You may choose to drive warnings based on the team member’s actual time, which you can set in service settings.
Alerts
Warnings or errors associated with a particular record. Hovering over an alert will give you more detail on what it is, for example a compliance document or service agreement approaching expiration.
App
As well as the GoodHuman workspace, we also have a GoodHuman mobile app for frontline teams. Apps are downloaded from the Apple app store or Google Play store to your mobile device and start running once you tap on them and it opens.
Approve
Once a booking has been completed, or an activity record created, it will need to be approved in order to be sent off to Payments to be processed. You can filter by these bookings/activity records and approve in bulk by heading to Bookings>Requires approval tab.
Archive
This action will hide the archived service/customer/booking from view, but will not erase it completely (i.e. it is discoverable if explicitly searched for). Archived services and customers can be reinstated at any time, however archiving a booking is a permanent action.
Automatically generated line items
When a booking or activity record is created, GoodHuman’s billing engine will automatically assign the most relevant line item based on booking location, day of week and time of day. This can be edited at any time.
B
Batches
Whether you process a single invoice, or multiple, this will create a batch. From the Batches area in Payments, you will be able to export the finance file configured to your finance system and upload it.
Billing line
Billing lines reflect what your business is charging the customer for a particular booking based on the NDIS price guide rules. A single booking may have multiple billing lines i.e if travel or non face-to-face is included. A billing line reflects not only what is being charged, but the claim type, the management method, the support/line item, unit and quantity.
Blocked team members
If a customer doesn’t work well with a particular team member or group of team members based on a certain characteristic, you can mark this team member as blocked in the Carer preferences tab of the customer profile. When assigning a team member to a customer booking, blocked team members will automatically be filtered out from selection.
Booking
An amount of time a team member spends delivering a service offered by your organisation to a customer. Bookings and shifts refer to the same thing in GoodHuman, however, from a customer perspective these are best understood as bookings.
Business app
Sometimes, we refer to the GoodHuman app as our business app. Today, this refers to our app designed frontline teams, which is our only live app. Soon, we will launch a customer version of this app and so you may hear us start to distinguish between the business app (for frontline teams) and the GoodHuman app (for customers).
C
Carer
In our platform, this refers to the team member providing support to a customer, i.e Carer preferences tab in the customer profile.
Centre Capital Cost
The cost attributed to the maintenance of a location or facility, that is billed as a separate line item. Providers who run centre-based group services may opt to charge this line item against each booking that is held in a day centre or facility.
Checked in
When a team member starts a shift on the GoodHuman app, they have now checked in to their shift and it will move from Confirmed to In Progress as a result.
Checked out
When a team member ends a shift on the GoodHuman app, they have now checked out of their shift and it will move from In Progress to Completed as a result.
Claim Type
The type of service you are charging for in a particular billing line. This includes direct service, travel, report writing, non face-to-face, Telehealth or irregular supports. One billing line in a booking may be charging for direct service, while the second billing line is charging for travel claimed by the team member.
Completed
When a team member checks out of a shift in the GoodHuman app, this will automatically update the status of the booking in the workspace from In Progress to Completed.
Compliance document
When adding documents to a team member profile, you have the option to mark particular documents as a compliance document. These will be visible in their profile, drive warnings when approaching expiration and can be filtered by in the Teams area of the workspace.
Confirmed
Once a booking has been created and the team member assigned to the booking has accepted the shift, the status of the booking will change to Confirmed.
Customer
In GoodHuman, a customer refers to the person who your frontline team is delivering support to. You may refer to them internally as clients or participants.
D
Debtor management
A section in the Account tab which contains a list of all plan managers, self managers and case managers attached to the profiles of your customers (essentially anyone who manages the funding of a customer in your organisation). Here, you can keep track of contact details, invoices and add or archive debtors.
E
Enquiry
A customer who has expressed interest in your organisation’s services, but who is not currently in your CRM. You can set this status at the point of profile creation and switch the profile to active any time.
Errors
Unlike booking warnings, booking errors will prevent you from approving the booking for payment. These appear as a red circle symbol with a white negative in the centre. Typically, these appear when the booking is missing a management method in one or more billing lines.
F
Forecast
Refers to the anticipated revenue of a particular booking.
Funding
An amount of money provided by the NDIS to a customer based on their individual needs. In GoodHuman, every customer profile has a Funding tab, where you’ll find information about the customer’s plan or self manager, support coordinator, their funding package and their NDIS number. If the customer is funded by another body, you will also find these details here.
G
General availability
Refers to a team member’s expected availability within a typical fortnight (not date specific).
Group service
A service which takes place out in the community or in a centre, with multiple customers supported by multiple team members at the same time.
I
Instructions
A brief explanation of how you’d like a given shift to run. Instructions can be optionally added per booking or per series and are viewable by your frontline team members using the GoodHuman app.
In Progress
Once a team member checks in to their shift on the GoodHuman app, the status of the booking in the workspace will change from Confirmed to In Progress.
L
Line item
Line items are a crucial part of billing and invoices, as they let the NDIS know which part of the customer’s support category budgets the service should be paid from. In GoodHuman, these are added to your services and customer service agreements. We sometimes refer to them as support items.
M
Management method
How the customer chooses to manage their funding. This may be plan managed, self managed or NDIA (agency) managed. This information can be set in the customer profile Funding tab. It is crucial information for our system to know in order to accurately generate and send invoices.
N
NDIA managed
The NDIA manages the customer’s funding and pays service providers on their behalf. The customer’s management method can be set in the Funding tab of their profile.
O
Open slot
In the Calendar view of the GoodHuman workspace, any unfilled shifts or vacancies in group sessions will appear at the very top of your view as an orange, open slot card. If there are multiple vacancies in the one session, it will indicate how many.
Overdue
A booking is classified as overdue when no action has been taken to start or finish the booking and the scheduled start date has passed.
P
Pending
When assigning a team member to a shift, you can choose to either assign them as confirmed or pending. If you choose to assign them as pending, the responsibility is on the team member to confirm that they will be able to attend the shift in the GoodHuman app. A small orange clock face will appear next to the team member’s photo in the Booking home page to indicate when an assigned shift is pending.
Permanent conditions
Refers to a customer’s disabilities or other diagnosed conditions. Currently, a customer’s permanent conditions are matched to a team member’s specialities, so that your rostering team can match a team member to a customer based on their previous experience.
Pinned alert
A static alert which sits on a customer’s profile and is visible in the GoodHuman app as a bright orange (hard to miss) pin. If there is any critical information about the customer, their history or their environment which a frontline team member should be aware of before starting any shift with them, add a pinned alert.
Plan management
Plan managers help customers manage and track the funding provided to them by the NDIA. Plan managers will also pay service providers on behalf of the customer. The customer’s management method can be set in the Funding tab of the customer profile.
Preferred team members
If a customer has bonded with a particular team member or has made requests to have supports delivered by a particular team member, you can indicate this preference in the Carer preferences tab of the customer profile. When assigning a team member to a customer booking, available preferred team members will be indicated by a yellow star next to their name.
Processed
The action of processing line items in Waiting to be processed will generate an invoice and move the information to Processed. This tab in Payments contains all generated invoices, batch information, date of processing and any rejections.
Q
Quantity
In a billing line for a booking, quantity refers to the amount of time being charged against, 1.00 meaning one hour of time.
R
Ratio
Refers to the customer’s required number of team members:number of customers, i.e. 1:3 would mean there needs to be a ratio of one team member to three customers in a group session setting. This has an impact on the billing of a customer’s booking.
Recorded time
The start or end time that the worker has manually entered when checking in or out of their shift on the GoodHuman app. You can drive warnings based on this recorded time, determine the billing on the recorded time, or block team members from being able to manually enter their own start or end times altogether.
Recurring booking
If a customer has a regular, repeating booking that occurs in a certain pattern you may create a recurring series of bookings up until a set date i.e. weekly on Mondays, 12-4, ending September 8, 2023. The end date of recurring bookings can be extended at any time.
Rejected items
In circumstances where you have made an error in billing and generated an invoice accidentally, or, the NDIA have rejected an invoice and this needs to be reconciled in GoodHuman, you can reject the invoice or line items in Payments. This will move the entire invoice or line items to the Rejected Items tab and produce a credit note compatible with your finance system.
S
Schedule of sessions
If your organisation runs a group session in a regular, repeating pattern you may choose to create a schedule of sessions up until a set date, i.e. weekly on Thursdays and Fridays, 9-3, ending April 20, 2023. Customers and team members can be added to particular sessions within this schedule on an ad hoc basis, or they can be added to the entire schedule.
Scheduled time
When a booking is planned to take place (date, start time, end time). A team member’s recorded time or actual time may differ from this scheduled time and warnings can be driven from this.
Scheduled unavailability
Refers to any upcoming exceptions to a team member’s general availability, which are time and date specific i.e. holiday leave.
Self managed
The customer or their guardian manages their own funding provided to them by the NDIA. They are responsible for paying the service providers. The customer’s management method can be set in the Funding tab of the customer profile.
Service departments
Service departments ‘house’ the services you create. GoodHuman provides a default ‘Services’ department, which you may add all services to, but if your organisation has a more complex structure you may choose to add new service departments which follow this structure, i.e. Melbourne, Sydney, Brisbane.
Session
Once you create a group service, you can start adding group sessions to this service. Bookings are made for a particular group session, or for a schedule of sessions. You may have multiple sessions running in the same centre at the same time.
Shift clash
If a shift you’re in the process of assigning to a particular team member conflicts with their existing roster, this will be classified as a shift clash. This acts as a warning in our system which you can choose to optionally override in cases where you’d like to assign a team member to two overlapping shifts.
Skills
The set of capabilities a team member has which if required, they’ll be able to perform in a given shift with a customer, such as toileting, PEG feeding, first aid.
Sleepover shift
When a team member sleeps over at the home of the customer and is paid during their active (awake) hours, this is classified as a sleepover shift. The option to mark a booking as a sleepover shift (or just part of the booking as a sleepover shift) will be presented when creating a booking which stretches over multiple days.
Specialities
Refers to the experience a team member has with certain disabilities or other diagnosed conditions. Currently, a team member’s specialties are matched to a customer’s permanent conditions, so that your rostering team can match a team member to a customer based on their experience with the condition.
Status
A customer profile can be classified as either:
- Active, meaning they are a current, live customer belonging to your organisation
- Enquiry
- Archived
- Scheduled to be archived, meaning the customer will become archived effective from a certain date.
Support coordination service
A specialised service created specifically for support coordination. Activity records are used in place of standard bookings for this type of service. It will automatically populate with relevant support coordination line items and you will be able to add support coordinators to the roster at the point of service creation.
Support item
This makes up part of the billing line in a booking. Support items are the same as line items, which are added to services and customer service agreements.
Support needs
The kind of support or assistance that a customer may require during a booking, such as PEG feeding, cooking, personal care etc.
Support service
A service which occurs between one customer and one team member, either at the home of the customer or out in the community.
T
Team member
Refers to any employee of your organisation. Frontline team members are typically using the GoodHuman app and delivering a service to a customer, whereas office-based team members are typically workspace users who manage rostering, finance and more.
U
Unit
The unit of measure for a given support item, which makes up part of the billing line in a booking. This could be hourly, each or weekly.
V
Views
If you apply one or multiple filters to the Bookings, Customers or Team home pages in the workspace, you will have the option to save this as a view and pin it as a tab. This makes it easy to create custom filtered views to share company wide or with particular team members.
W
Waiting to be processed
This tab in Payments contains all line items from bookings which have been approved. These line items have not yet been processed into a generated invoice.
Waive
If you don’t wish to charge a customer for a particular line item, or if certain line items in Waiting to be processed require investigation before processing, you can opt to waive. Waiving will not cancel the associated bookings, or delete the line items, but simply move them into the Waived line items tab until you decide to either unwaive or delete the line items.
Warnings
Warnings exist to flag an issue with a booking and can appear any time from the point of creation to completion. Warnings can be ignored and bookings with warnings attached can still be approved for payment. They appear as an orange triangle symbol, with an exclamation mark in the centre.
A warning may appear if a team member’s recorded time does not align with the scheduled booking time, or if the booking date falls outside of the customer’s service agreement.
Workspace
GoodHuman’s workspace is a web-based platform, designed for office-based team members or admin teams to run your organisation’s day-to-day operations, from managing customer information and bookings, to rostering to processing payments. Bookings made on the workspace sync with the GoodHuman app used by your frontline team members, who can check-in and out of shifts, view customer care information and make any notes or travel claims.