As part of Mable’s commitment to compliance, all Support Coordinators, Aged Care Care Managers and Organisation Administrators have access to easy downloading of individual or bulk incident and support notes.
You are able to download all incident reports reported by support workers via the Mable app or reported by anyone directly to Mable via Mable’s website, phone or email, plus support notes for all clients under your account. Coordinators, not just Organisation Administrators, will also be notified by email when incidents occur relating to your clients via your dashboard.
Let’s review these account features and how you can access them from your Mable account.
Coordinators
Bulk download incident reports
You can bulk download incident reports from your Mable account by visiting the Compliance section from your dashboard.
For example, Coordinator Ash logs into her Mable account and sees there are two unread incident reports on her dashboard.
Ash visits the Compliance section and sees the two reports relate to client Anika. Ash can bulk download the reports by selecting them and clicking “Download reports.”
When you see the paperclip icon ( 
), the report has attachments you may preview before downloading by clicking the Details link.
If you select a single incident with an attachment, it will be downloaded as a zipped file. If you select more than one incident which has at least one attachment, it will be downloaded as a zipped file.
The incident reports are downloaded as follows:
| Incident(s) to be Downloaded | With Attachment? | File Type | File Naming Convention | Folder Naming Convention |
| Single | No | CSV file | Incident(s) +[start date]-[end date]+ Clients of [Coordinator last name]+Downloaded as at [Download date&time] | N/A |
| Single | Yes | Zipped file | [ClientName_WorkerName] | |
| Bulk | No | CSV file | N/A | |
| Bulk | Yes | Zipped file | [ClientName_WorkerName] Individual folders named by their support SessionID which is in the CSV file. |
If Ash wishes to download only one report, she selects the applicable session and clicks “Download reports.”
You will also be able to see the last time you read incident-specific details via the status column. Hover over the “last read on” text in this column for further information.
Please note that our platform automatically lists unread incident reports at the top.
You may also search by client, worker or keywords, plus filter by the first four fields including incident date and time.
Bulk Download Support Notes
Similarly, you can also bulk download support notes in the “Support notes” tab in the Compliance section. The naming convention is similar to Incidents, except instead of “Incident(s)” it will be “SupportSession(s)”, ie “SupportSession(s)[start date]-[end date]_Clients of [coordinator last name]_Downloaded as at [Download date&time]”
View single support notes and incident reports for a specific client
You can download support notes and incident reports for a specific client without logging into your client’s account, and instead through your own account via the Compliance page.
Because there has been an incident report lodged regarding a session, this is highlighted by our system in the Support Notes tab.
Ash can select a specific session(s) or All sessions, and click “Download reports” to download the information.
Organisation Administrators
For Organisation Administrators, these new features also improve accessibility to make preparing for Quality Assessment audits easier.
An Organisation Administrator can bulk download reports by visiting the Compliance section and selecting as many available reports as needed.
You can search by client, worker, keyword or by a specific timeframe.
The incident reports are downloaded as follows:
| Incident(s) to be Downloaded | With Attachment? | File Type | File Naming Convention | Folder Naming Convention |
| Single | No | CSV file | Incident(s) +[start date]-[end date]+ Clients of [OrganisationName last name]+Downloaded as at [Download date&time] | N/A |
| Single | Yes | Zipped file | Incident(s) +[start date]-[end date]+ Clients of [OrganisationName last name]+Downloaded as at [Download date&time] | [ClientName_WorkerName] |
| Bulk | No | CSV file | Incident(s) +[start date]-[end date]+ Clients of [OrganisationName last name]+Downloaded as at [Download date&time] | N/A |
| Bulk | Yes | Zipped file | Incident(s) +[start date]-[end date]+ Clients of [OrganisationName last name]+Downloaded as at [Download date&time] | [ClientName_WorkerName] Individual folders named by their support SessionID which is in the CSV file. |
The process is the same for Support Notes, where sessions with an Incident Report lodged are highlighted.
If you have any further questions regarding these features, please contact our Australian-based support team.
FAQs
Yes. Click “Search by date” and enter the start and end date range of the reported date of the incident or date of the support session.
Yes, when you view a support note by clicking onto “Details” in the Incidents tab or the Support notes tab, you will be seeing all support notes including the ones that the support worker has flagged to not share with the client. This is the same for the support notes you download. Please note that if you login as the client, you can only see the support notes that the support worker has chosen to share with the client.
Support workers can upload pictures as part of their support notes. You will see a paperclip icon next to “Details” representing incidents that can be viewed and downloaded by Coordinators and Organisation Administrators when these Incidents are linked to a support note.
- Client Name
- Support Worker (SW) Name
- Person Involved
- Incident Date & Time
- Reported Date & Time
- SW Reported to Organisation
- Shared with Client
- Location
- Before the Incident
- Incident Description
- Witnesses
- Action taken
- Injuries or Damages
- Mitigation Steps
- Also notified to
- Support Note Details
- Client
- Support Worker
- Session Start Date & Time
- Session End Date & Time
- Details
- Attachment (Yes/No) – this is to flag whether there are attachments representing images the support worker has uploaded as part of submitting the support notes.
This is an account created by Mable after there is at least one coordinator account at the time the new coordinator calls Mable back for on-boarding. As an Organisation Admin, you can:
- See and login as all the coordinators linked to the Organisation Admin’s accounts, and their respective clients;
- Enter the Terms and conditions that you would like care workers to acknowledge before entering into an agreement with their clients that you are managing;
- See the workers’ relevant documents, e.g. police check & WWCC, insurances and qualifications.
Please email our Coordinator Onboarding team at coordinator@mable.com.au
The Support Worker answers “Yes” to the existing question “Do you want to share the incident details with your client” at the end of the incident report section before submitting an incident report via their timesheet.
The Support Worker will be prompted to answer the last question before submitting an incident report via their timesheet. If they answer “Yes,” it will be flagged as “Reported to organisation”.
No worries. You can start again if the download was not completed – simply select what you want to download, click “Download reports” and do not close the page until the download is complete – this should take no longer than 3 minutes.
An incident marked with “Read by Coordinator” in the Incidents tab means the Coordinator read the specific incident or the Organisation Admin logged in as Coordinator via the Compliance page or the email with the incident detail was opened by the Coordinator. Similarly, a support note marked with “Read by Coordinator” in the Incidents tab means that the Coordinator read the specific incident, or the Organisation Admin logged in as Coordinator.
An incident or support note in the Status column on the Compliance page marked as “New” means that the Coordinator has not read the incident by either opening the email notifying them of the incident or clicking on “Details” in the Compliance page.
There are incidents the Coordinator has not read by either opening the email notifying them of the incident, or by clicking onto “Details” in the Compliance page.
This tab shows all incidents reported for these clients as reported via the timesheets submitted in the Mable platform, directly to Mable via email/phone (1300 73 65 73) or via the Mable website, which has then been verified to be an incident by Mable’s Incidents & Complaints team.
Incident reports can be downloaded only by coordinators linked to the client accounts that these incidents are related to, or by the Organisation Administrators the coordinators are linked to.
No, you can only download this information as a CSV file because a CSV file has unlimited rows, and can be easily uploaded back into most systems, or converted into an Excel file. Any attachments to support notes are downloaded either as a zipped file or an individual image file.
You will need to log into each separate Organisation Admin account, and download the relevant reports, and then consolidate the different reports based on your specific reporting requirements.
The time zone shown on the Compliance page online will automatically be converted to be displayed in your local time zone. The time zone in the downloaded reports will be show the timestamps in AEST/AEDST so that it does not confuse readers of the report not in your local time zone.
