This webinar covers how incident forms in ShiftCare automatically create incident tickets, turning carer-submitted forms into tracked incident reports.
You’ll learn how to create incident forms, attach them to client shifts, and manage the full workflow: from carers reporting incidents in the mobile app to admins handling tickets in ShiftCare.
Note: This feature is available only on Premium plans.
This guide includes:
Creating an Incident Form
Submitting incident forms automatically creates an Incident Ticket.
Create a new form by navigating to Forms > List > New Form.
Choose Incident Form (this is essential because only this type creates an incident ticket upon submission). You can also choose to use an incident form template if one is available.
Give the form a name and add the necessary fields by dragging individual sections to the box on the right.
Tick the 'Save Form as a Template' checkbox to save the form for future use (recommended). Click 'Next' when you're done customising the form.
Recommended settings:
Multiple Response: ON (incidents can occur more than once).
Private Responses: ON (prevents carers from seeing each other’s responses in the app).
Publish the form without assigning it to anyone.
Attaching the Incident Form to Client Shifts
Attach the incident form to clients to make it available to carers during shifts. Read this guide for more detailed steps, but here is a quick overview:
Go to Clients > List and set Records per page as high as possible to see more clients.
Tick the checkboxes beside the clients' names to select them. You can also tick the checkbox beside 'Name' to select all clients on the page.
Click Bulk Action > Add Form.
Select the incident form you created and click 'Save'.
This attaches the incident form to all future shifts for the selected clients. If needed, you can remove the form later via Bulk Action > Remove Form.
Carer Workflow in the Mobile App
Carers open a rostered shift and navigate to 'Shift related forms'.
From here, they can select the incident form, complete the required fields, and click 'Submit'.
Upon submission, the system automatically creates an Incident Ticket linked to that form.
Note: When multiple incident forms are submitted, each one creates a separate incident ticket.
Admin Workflow in ShiftCare
When a staff member submits an incident form in the app:
A new Incident Ticket is created automatically. Navigate to Incidents > Tickets to view it.
Email alerts are sent out. The Team Lead gets an email upon creation. If not acted on, escalation emails go to the Risk Manager after 4 hours and then to the General Manager after 8 hours.
Roles can be assigned in Incidents > Settings.
Here are the steps for admin users to follow:
Navigate to Incidents > Tickets and open the new ticket.
Private Mode is automatically enabled, which means the ticket is only visible to office staff. This can be turned off if needed. Click 'Edit'.
Fill out the necessary sections. The Ticket Name, Ticket Description, Involved Staff, and Associated Clients fields are automatically filled out based on the corresponding incident form.
Category: Select from Category 1 to 5.
Associated Form: Click the link to view the incident form associated with the ticket.
Assignee: Assign the ticket to an admin/manager.
To be Reported to NDIS: Tick this if the incident has been reported to the NDIS. ShiftCare can’t submit incident reports directly to the NDIS. This checkbox is only an internal indicator.
Status: Select the appropriate status to track the ticket's progress: Open, In Progress, Resolved, or Closed.
Priority: Select from Low, Medium, High, or Urgent.
Due on: Add a due date if needed.
Private mode toggle: Turn this on to keep the ticket visible only to office staff. If turned off, involved staff members will receive email updates about the ticket.
Attachments: Upload any relevant documents, images or videos here.
Add Ticket Discussion notes for a full audit trail. Fill out the text box and click 'Add to Ticket' every time there is an update, follow-up, call, decision, or outcome.
In the Incidents > Tickets page, click on 'More Filters' to filter tickets according to involved staff members, clients, assignees, etc.
To export an incident form response, navigate to Forms > List. Click 'Responses Received' on the incident form you want to export.
Click on the Export icon and select the type and format of the file.
Exporting Incident Tickets
You can bulk export incident tickets to provide data to stakeholders or for your own records.
Navigate to Incidents > Tickets.
Filter the list by client, date range, or other criteria if necessary.
Click the three dots (ellipsis icon) in the top right corner and choose between 'Bulk Export as PDF' or 'Bulk Export as CSV'.
A pop-up confirmation will be displayed as the file is generated.
An email confirming the export will be sent.
Navigate to Reports > Download Center and click 'Download'.
PDF Export:
The PDF export is downloaded as a ZIP file. Inside, tickets are organised into folders by month.
Each monthly ticket folder contains:
A PDF of the incident ticket (including discussions)
A PDF of the associated form response
A folder containing all attachment files
CSV Export:
The CSV export contains a list of incident ticket details and discussions. It does not include attachments or form responses.
Best Practice
For the simplest workflow, use incident forms as the only way for carers to report incidents from a shift. If you currently have other incident entry points enabled (Incidents from the sidebar menu or Note Headings), consider turning them off to avoid confusion and keep everything streamlined.
These can be toggled off in Account > Settings.
For further assistance with Managing Incident Forms and Tickets, please contact our Support team using online chat when you're logged into ShiftCare or email our Support team at support@shiftcare.com.