AI-ASSISTED CARE OPERATIONS
Dedicated people for the routine work around care: rostering, workforce records, payroll preparation, claims, referrals and enquiries. Working inside your existing systems.
No software change. No obligation. Start with one process.
WHAT CHANGES
Less routine chasing and administration for managers and coordinators.
Dedicated operational capacity, measured against the full cost of the process.
Cleaner hand-offs between workforce records, rosters, payroll, claims and onboarding.
NDIS, AGED CARE, SIL & SUPPORT AT HOME
Referrals, workforce records, roster changes, payroll inputs and claims all take time away from care.
Most of it is necessary. Much of it cannot be charged separately. The cost shows up in overhead, management time and margin.
Service agreements, records, onboarding and claims create essential work within the provider’s operating costs.
How CDM Direct can help
Take on the repeatable administration between referral, service commencement, delivery and payment.
Shift coverage, leave, agency use and payroll inputs need coordination while homes keep the right people on the floor.
How CDM Direct can help
Add dedicated operational capacity around workforce readiness, roster coverage and the hand-off into payroll.
Scheduling, rostering, HR, recordkeeping and other routine administration sit outside funded care-management activity, but providers still have to resource them.
How CDM Direct can help
Move suitable repeatable work away from care partners and managers without moving the care relationship itself.
NDIS claims, rejected items, remittances, statements and payment reconciliation all create queues of work after the service has already been delivered.
How CDM Direct can help
Prepare, check, chase and reconcile routine payment work inside provider-approved rules.
Missing timesheets, allowances, approvals and roster changes create payroll rework. Applicable awards and agreements vary by role and service.
How CDM Direct can help
Clean up the hand-off from roster to payroll before payroll has to fix it.
Sickness, missing records, stalled referrals and routine updates often land with experienced local staff.
How CDM Direct can help
Give routine follow-up, confirmations, worker communication and after-hours work a dedicated owner, with clear escalation back to your team.
Choose the process putting the most pressure on your team. Start there.
SEVEN WAYS TO START
Dedicated coordinators schedule your workforce inside your systems, helping reduce gaps, agency reliance and coordinator workload.
You do not need to hand over an entire function. Start with after-hours coverage, one administrative process, one service line or one defined backlog.
Fewer after-hours interruptions. Faster routine response. Clearer escalation.
Worker suitability, clinical or safeguarding judgement, high-consequence exceptions and final authority remain with the provider.
Cleaner worker records. Fewer last-minute surprises. Less administrative load on coordinators.
Hiring, competency assessment, worker restrictions, performance decisions and disciplinary decisions remain with the provider.
Less chasing. Fewer preventable adjustments. A cleaner hand-off into payroll.
Award interpretation, worker classification and final payroll approval remain with the provider or its payroll adviser.
Clearer queues. Faster routine follow-up. Better visibility of what is waiting and why.
Final claim approval, ambiguous funding decisions, support interpretation, write-offs and financial-hardship decisions remain with the provider.
Fewer stalled referrals. Clearer status. Less coordinator chasing.
Suitability, service acceptance, risk assessment, capacity commitments, prioritisation and care-plan decisions remain with the provider.
Fewer routine interruptions. Faster basic responses. More consistent communication.
Complaints resolution, clinical advice, safeguarding, grief, incident assessment and substantive changes to care remain with the provider.
If a call raises a complaint, incident, disclosure or safeguarding concern, the team records the information and immediately escalates it. It does not assess or resolve the issue.
HUMAN-LED. AI-ASSISTED. COMPLIANCE-FIRST.
AI supports your people across rostering, participant contact and quality review.
A shift needs the right worker for the participant, with the required qualifications, availability and applicable workforce arrangements.
Experienced coordinators use AI-assisted checks before offering a shift.
AI surfaces options and potential problems. People review, communicate and escalate under your rules.
Choice, preferences and continuity
Check participant approval, preferences, individual needs and continuity of care.
Competency, screening and availability
Check qualifications, competencies, screening, participant-specific training, suitability and availability.
Award compliance and cost
Check applicable award rules, including minimum engagements, broken shifts, ordinary hours, overtime and roster spans.
The checks are based on each provider's rules, participant requirements and applicable workforce arrangements.
Where no acceptable option exists, the issue is escalated rather than automatically allocated.
The right worker, not simply the first available worker.
Flag missing competencies and potential award or participant-specific issues before a coordinator offers the shift.
Your procedures available when they're needed.
Give specialists your procedures, escalation rules, incident processes and workforce guidance during conversations.
This helps deliver more consistent responses across shifts and locations.
Every interaction reviewed, not just a sample.
Review interactions against your agreed quality framework to identify missed steps, recurring issues and coaching needs.
Our Learning and Development team calibrates scoring and guides coaching. Automated scoring supports human judgement.
A record of what happened and why.
Record shift decisions, checks, consent, escalations and interactions so supporting evidence is easier to retrieve.
A clearer record for later review.
THE BOUNDARY MATTERS
AI can identify potential problems, surface procedures and present options.
CDM Direct specialists apply the provider's rules, confirm information and make operational decisions within their agreed authority.
The provider retains responsibility for clinical decisions, participant care, award interpretations, final approvals and matters requiring escalation.
No AI system independently allocates care or communicates with participants and families in place of an authorised person.
CDM Direct can prepare, check, chase, reconcile and escalate within provider-approved rules. The provider retains care decisions, worker classification and final claim and payroll approval.
CDM Direct can take on repeatable operational administration. The provider retains care planning, clinical decisions, award interpretation and final financial approvals.
PROOF FROM ROSTERING
Torbay moved day-to-day rostering to a dedicated team in its own systems. Local leaders retained care knowledge and decision authority.
42%
Less agency use
90%
Fewer rostering gaps
7 figures
Reported savings
Keep your rostering platform. Add dedicated people, AI-assisted guidance, quality controls and reporting.
You know who is doing the work.
The team knows when a task stops being routine and needs local judgement.
Named accounts, role-based permissions, MFA, audit logging and controlled devices.
CONTROLLED CO-SOURCING
Measure the current hours, cost, backlog, rework and management intervention around the process.
Agree exactly what the CDM Direct team owns, what stays local, which systems it can access and when it must escalate.
The dedicated team learns the process, systems, language and exceptions before taking live ownership.
Compare total process cost, quality, response time and management load with the baseline. Expand, adjust or stop.
No big-bang handover. No new platform.
QUESTIONS
START WITH ONE OUTCOME
No preparation required. No software change. No obligation to proceed.