Help, alerts and a complete worked example

Alerts and what they mean

Alerts appear at the top of a beneficiary's profile. They are worked out each time the profile opens; you don't need to clear them. Deal with the cause and the alert disappears.

Alert	Appears when	What to do
Prohibited contact	A contact arrangement says Prohibited	Know who must not have contact; check visitors carefully.
Legal authority expiring	An authority ends within 30 days	Get the renewed order and Replace the entry.
Legal authority expired	An authority's end date has passed	Record the current position.
Legal authority review due	The review date has arrived	Review it and update the review date.
Consent expiring	A consent ends within 30 days	Ask for a new decision and record it.
Leaving care due	12 months or less to the age limit (stronger at 6 months)	Plan the move; add an Independence goal.
Falls repeated	2 or more falls in 90 days	Review falls risk and the care plan.
Preference review due	A "what matters to me" review date is within 30 days	Talk to the person and record it again.
DNACPR, Treatment plan, Severe allergy, Directive review due	Health record entries (health access only)	See Care Health.

Common problems

Access

What you see	Likely cause	What to do
No Care in the application menu	Care, or one of its required modules, is off	Administrator: switch on Care, Party, Person, Organization and Employee.
A menu item is missing	The feature is off, or you lack its view permission	See Access.
"Access denied. The required permission or capability is unavailable"	No permission or no access to that home	Check the permission, then facility access.
"Facility is outside your business-unit access"	No access to that home	Ask a super administrator for Allowed access.
Restricted in a section	A sensitive permission is needed	Ask for the specific access, if your job needs it.
A person can't be found	Another home, outside your caseload, or Protected	Ask a colleague with wider access. Do not register them again.
You can't see your own name when granting access	Administrator accounts are hidden from ordinary administrators	Ask a super administrator.
Changes don't show after your role changed	Permissions are read when you sign in	Sign out and in, or select Refresh access.

Setup

What you see	What to do
"No unused active Care Facility business units are available"	Make the home's business unit type Care Facility and active, then reload.
"This business unit already has a care facility"	Each home has one facility. Open the existing one.
"Unknown time zone"	Use a zone name like Europe/London.
"Room capacity reached: R3"	Increase the room's beds, or use another room.
"A ROOM cannot be placed under a BED"	Locations must go Building › Wing › Room › Bed.

Daily work

Message	Meaning
Beneficiary already has a live residential admission	Use Transfer, or discharge first.
Bed 3A is occupied	Choose another bed; check the bed board.
Record the return from absence before discharging	Select Record return first (except for Absconded, Hospital long-term or Deceased).
Admissions can only be cancelled within 24 hours of recording; discharge instead	Discharge it with the right reason.
Discharge and end all enrolments before closing the record	End live stays and enrolments, then close.
This visitor is allowed phone contact only / Visits by this visitor must be supervised	Follow the contact arrangement.
You are not cleared to write CONFIDENTIAL notes	Choose a classification you are allowed to read.
Only the author can correct this note	Ask the author, or a user with care.note.amend.any.
A care plan needs at least one goal before approval	Add a goal first.
Approving a care plan requires care.careplan.approve	Ask an approver.
A rationale is required for a safeguarding decision	Every decision needs a written reason.
The template definition is not valid / Bands must not overlap	Fix the template before publishing.
… was changed by another user; reload and retry	Someone saved first. Reload, check, then try again.

Retention

What you see	What to do
A closed record is Blocked	Read Why: a missing policy, an unknown date, a legal hold or another active role.
A disposal can't be approved	The proposer can't approve. Ask a second person with retention access.
A legal hold can't be lifted	The person who placed it can't lift it.

What happens automatically

When you…	The system…
Accept a referral	Registers the person (status Referred)
Admit someone	Makes them Active, places them in the bed, and shows warnings (age, gender, capacity, licence, siblings)
Start an absence of type Missing	Creates a Missing person incident and shows them as missing on the bed board
Record a visit by a Prohibited contact	Refuses the visit and drafts a safeguarding concern
Assign a new Keyworker	Ends the current keyworker the day before
Approve a care plan	Completes the previous live plan
Record a new preference in the same category	Replaces the old one and keeps it in history
Report an incident matching a notification rule	Shows the authorities and the deadline
A sponsored person stops being sponsorable	Flags the sponsorship needs transfer (never ends it)
A record's retention period passes	Shows it as Due. Nothing is anonymised until two people approve.

And what it never does: send emails, texts or notifications to anyone; submit anything to a regulator; add goals to care plans; anonymise without approval; delete notes, incidents or history.

A complete worked example

Practise on a training system with invented people. You need two user accounts for the last step.

Part 1: setup (James, manager)

1. Create business units Sunrise North House and Sunrise Elm Lodge with type Care Facility (Setup step 1).
2. Grant yourself and Sara Allowed access to North House (step 2).
3. Create programme CHILD-RES, Children residential care, 0–18, residential (step 3).
4. Add the North House facility: Children home, capacity 12, time zone Europe/London (step 4).
5. Add Building MAIN, Room R3 (2 beds), Beds 3A and 3B. Check the Bed board shows "0 of 2 beds occupied".

Part 2: referral to admission (Sara and James)

6. Create Person Parties Maya Khan (born 10/05/2011), Aisha Khan and Mark Khan.
7. Sara records a referral for Maya: Social services, Urgent, requested North House.
8. James Accepts it. Maya is registered as BEN-… with status Referred.
9. James Admits Maya: Children residential care, North House, Bed 3A, Emergency, Voluntary parent. The bed board shows "1 of 2 beds occupied".

Part 3: rights and family (Sara)

10. Legal authority: Parental responsibility, holder Aisha Khan, from today.
11. Consent: Routine medical treatment, Granted, given by Parent under Aisha's authority, expiring in a year.
12. Contact arrangement: Mark Khan, Prohibited, source Safeguarding decision. The profile shows a prohibited-contact alert.
13. Document record: Birth certificate, Identity, Restricted, kept "Office safe K-14". Select Show location.

Part 4: day to day (Sara)

14. Assign Sara as Keyworker. Check My caseload lists Maya.
15. Add a Keywork session note. Then Correct it, and see both versions.
16. Record a visit by Aisha (accepted), then try Mark (refused). Sign in as a safeguarding user and find the drafted concern in Safeguarding.
17. Start absence: Home visit, then Record return.

Part 5: assessment and plan (James)

18. Build a template (two Yes / No questions, two bands) and Publish it.
19. On Maya's profile, Start an assessment, answer and Complete. Check the score and next due date.
20. Start a draft plan, add a goal (Area: Family and relationships) and an action, then Approve.

Part 6: incident (Sara, then James)

21. Report an incident: Behaviour, Low, at North House, Maya as Subject.
22. James moves it to Under review, adds an action Notified family, and closes it with an outcome.

Part 7: leaving (James) and retention (James and Leah)

23. Discharge Maya: Reunified family, destination "Mother's home". The bed is freed.
24. Close record with a reason.
25. On Retention, see Maya listed as Blocked ("No retention policy for …"). Set short training policies, for example Discharge + 1 year, to see how the states change. Don't propose a disposal on real data.
26. Place a legal hold as James, and lift it as Leah.

Expected result: one Party per person; one beneficiary record with a full history of the referral, admission, bed, absence, discharge, notes (including the correction), visit attempts, the assessment, the approved plan and the closed incident. Nothing was deleted.