Customer (Self)

This account type is purely for the care recipient themselves, so they can interact and create posts on their profile.

* Customers can access wellbeing checks, documents, and links only if they have been selected as a recipient.

What does CareApp look like for a Customer (Self) Account?

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Family Follower

The Family follower role in CareApp allows relatives of a care recipient to stay connected and engaged without having full access to additional care-related information such as wellbeing checks, documents, and links 

Family roles are assigned per customer profile, meaning a family member can only see the profile(s) they are specifically connected to. Both roles can receive video chats and engage with posts.

For more details on family roles, see Guide to Family Representative & Family Follower Roles.

1. Family Follower

* Ability to invite other family members depends on provider settings.

Family Representative

Family Representatives are family members who are actively involved in a care recipient’s support. Unlike Family Followers, they can access additional care-related information such as wellbeing checks, documents, and links (but only if they have been added as a recipient).

This role is ideal for family members who need more insight into the care of their loved one while still maintaining privacy and restricted access.

For more details on family roles, see Guide to Family Representative & Family Follower Roles.

* Ability to invite other family members depends on provider settings.

What does CareApp look like for a Family Representative?

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Team Member

The Team Member role is a general staff account for any team or staff members who want to create posts, connect with customers, and engage with what’s happening at the site. This role is ideal for staff, volunteers, or support workers who need access to customer profiles and site content but do not share posts directly with family.

All posts created by Team Members must be approved by a Site Coordinator before they are visible to family members. This gives you the freedom to invite almost any staff member without worrying about mistakes or inappropriate posts being shared externally.

* Conditional permissions:

• Share posts with family: Posts must be approved by a Site Coordinator before being visible to family.

• View customer profiles: Can be limited to specific profiles, or set to access all customers (common setting is full access).

What does CareApp look like for a Team Member?

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Site Coordinator

Site Coordinators have the highest level of access at a site level. This role is ideal for team leaders or CareApp Champions who manage content, oversee staff, and moderate activity at their site.

Site Coordinators can do everything a Team Member can do — create posts, comment, heart/react, access customer profiles, and create wellbeing checks — plus they can share posts with families, moderate content, manage members, and access site-level insights and reports.

For more details, see the Guide for CareApp Champions.

Provider Administrator

Provider Administrators have the highest level of access across all sites within a provider. This role is ideal for organisational leaders or CareApp Champions who manage multiple sites and need provider-wide oversight.

Provider Administrators can do everything a Site Coordinator can do at a site level — create posts, moderate content, manage members, share posts with families, access customer profiles, and view insights — but they can perform these actions across all sites.

In addition, Provider Administrators have access to the Administration menu, where they can:

• View provider-level insights for all sites together

• Manage customers, members, and notices at a provider level

• Export reports covering all sites in one file

For more details, see:

• Guide for CareApp Champions

• Provider Administrator Features