Special Care Australia: from inboxes and spreadsheets to one system

A provider's work arrives scattered. A referral came into one person's inbox. A participant's plan end date lived in a spreadsheet. A worker's screening check expired on a date somebody was quietly keeping track of. None of it was lost — it was held in a dozen places by people already carrying a great deal. There was no single view of where a referral stood, and no reliable answer to "is everyone current?".

We mapped how a referral actually travelled through the organisation — who touched it, what they needed to know, where it stalled — before designing anything. Rather than digitise the scatter as-is, we shaped a pipeline with clear stages and a data model built for care work, validated it with the team, and delivered in short iterations so staff could shape it as it took form.

• Workflow mapped stage by stage with the people doing it
• A care-appropriate data model with privacy designed in
• Iterative delivery with continuous feedback from staff

COSMOS. A referral pipeline from New through Consult, Intake form and Agreement to Onboarded, with a dashboard, assignees, notes and stalled-referral flags. A participant register for the active caseload. Guardian self-service intake, validated on entry. Employee compliance tracking with expiries surfaced before they lapse. Two roles, configurable staff visibility, and an audit log of every change — hosted in Microsoft Azure's Australia East region under Special Care's own branding.

• Referral pipeline with dashboard and referral-source tracking
• Participant register and guardian intake
• Worker compliance with expiry tracking
• Role-based access, audit log, Australian hosting

The organisation runs on one system. Referrals are visible on a single board instead of across inboxes; participant records are found in seconds; screening expiries are surfaced by the system rather than remembered by a person. It is in production today — and the platform built for Special Care, our first client, is now tailored for organisations in other fields.

“Before COSMOS, knowing where a referral stood meant asking around — it might be in someone's inbox, on a paper form, or in a spreadsheet only one person understood. Now every referral sits on one board, families complete intake themselves, and we can see at a glance which worker checks are about to expire. Eleos built it around how we actually work, not the other way round, and it looks and feels like ours.”— Chitra Vig, Director, Special Care Australia