SuSy Community

Every enquiry in one flow. 
Log web, phone, inbox, and walk ins, check for duplicates, and move to intake.  

Key benefits 

• All channels in a single workflow 
• Duplicate checks as you go 
• Simple handoff to triage 

How it works 

1. Capture the enquiry 
2. Check for existing records 
3. Create a referral and next steps 

What you achieve 

• Fewer missed enquiries and faster follow up 

Stop duplicates before they spread. 
Detect potential matches and keep a single, clean record of truth.

Key benefits 

• Fuzzy matching on names and key fields 

• Guided merge for admins 

• Cleaner reports and fewer mistakes 

How it works 

1. System flags potential duplicates in context 

2. Review and choose the master 

3. Preserve the right data on merge 

What you achieve 

• Trustworthy client and organisation data 

Guided questions for consistent intake. 
Follow a friendly script that captures the essentials and reduces rework. 

Key benefits 

• Consistent questions for every client 

• Helpful prompts and validation 

• Reduced back and forth later 

How it works 

1. Launch the intake script from the referral 

2. Capture demographics, context, and safety notes 

3. Save once and carry forward to the case 

What you achieve 

• Complete, usable intake records from day one 

Book the first conversation quickly. 
Schedule intake, send confirmations, and carry details into the case. 

Key benefits 

• Skills and location matching 

• SMS and email confirmations 

• Calendar sync for practitioners 

How it works 

1. Check availability and book 

2. Send confirmation and reminders 

3. Move captured details into the case 

What you achieve 

Fewer no-shows and a smoother first session 

Guide clients to support beyond your walls. 
Record why the referral is needed and share details with trusted external providers. 

Key benefits 

• Clear reason and context 

• Contact details for providers 

• Follow up tasks where needed 

How it works 

1. Record the need 

2. Select the provider 

3. Send and track the referral 

What you achieve 

• A supported handover clients can rely on 

Turn referrals into active support. 
Create cases with the right participants and context in one step. 

Key benefits 

• One click from referral to case 

• Participants and relationships carried across 

• Clear starting checklist for staff 

How it works 

1. Review referral 

2. Convert to case with participants 

3. Start the case plan 

What you achieve 

• Faster start to meaningful client work 

Match clients to the right support. 
From a case, assign one or more benefits and track progress in one place. 

Key benefits 

• Assign benefits from the case 

• See locations and capacity 

• Clear status from intake to delivery 

How it works 

1. Pick the participant 

2. Choose the benefit and location 

3. Track intake and service steps 

What you achieve 

A single view of who is getting what support 

See every service in motion. 
Set up services, track capacity, and manage delivery across sites. 

Key benefits 

• Service definitions and locations 

• Capacity and waitlist visibility 

• Consistent service rules 

How it works 

1. Configure program services 

2. Monitor capacity and waitlists 

3. Review delivery and outcomes 

What you achieve 

Better planning and fewer bottlenecks 

Keep client work on track. 
Plan goals, record notes, manage tasks, and see progress at a glance. 

Key benefits 

• Case plans and milestones 

• Role based notes and tasks 

• Timelines that show change over time 

How it works 

1. Set goals and plan activities 

2. Capture sessions and notes 

3. Review progress and adjust 

What you achieve 

• Consistent practice and clear outcomes 

Get the details you need. 
When a benefit requires intake, SuSy launches the correct form and saves it back to the case. 

Key benefits 

• Right form for each benefit 

• Practitioner guided or client self complete 

• Records stored against the case 

How it works 

1. Check if intake is required 

2. Launch the mapped form 

3. Save results and move to delivery 

What you achieve 

• Consistent assessments with less admin 

Get the details you need. 
When a benefit requires intake, SuSy launches the correct form and saves it back to the case. 

Key benefits 

• Right form for each benefit 

• Practitioner guided or client self complete 

• Records stored against the case 

How it works 

1. Check if intake is required 

2. Launch the mapped form 

3. Save results and move to delivery 

What you achieve 

• Consistent assessments with less admin 

Match clients to the right practitioner. 
Filter by skills, location, preferences, and availability to book with confidence. 

Key benefits 

• Skills based and location aware matching 

• Client preferences where applicable 

• Quick view of earliest suitable slots 

How it works 

1. Select service and filters 

2. View compatible practitioners 

3. Book and confirm 

What you achieve 

• Better fit and stronger engagement 

Clarity on who is free and when. 
View practitioner availability, follow booking rules, and sync confirmed slots to Outlook. 

Key benefits 

• Team availability in one view 

• Booking rules by service and site 

• Outlook sync after confirmation 

How it works 

1. Review calendars 

2. Book to rules 

3. Sync and notify 

What you achieve 

• Fewer clashes and a smoother day 

Know who arrived and who needs a call. 
Track arrivals for in person and remote sessions, mark no shows, and trigger follow up. 

Key benefits 

• Reception check in for on site 

• Practitioner prompts for remote 

• No show tracking and follow up 

How it works 

1. Confirm arrival or attendance 

2. Notify the practitioner 

3. Flag no shows and create tasks 

What you achieve 

Better client experience and clear records 

Keep clients informed and engaged. 
Use reminders and updates to lift attendance and reduce no shows. 

Key benefits 

• Timed reminders by SMS or email 

• Clear instructions for sessions 

• Logs for audit and follow up 

How it works 

1. Book the session 

2. Schedule reminders 

3. Track delivery and responses 

What you achieve 

• Higher attendance and fewer gaps 

Set fair fees by service. 
Apply fee rules by program or service so billing stays consistent. 

Key benefits 

• Fee schedules by service 

• Concessions and eligibility rules 

• Clear audit trail 

How it works 

1. Define fee rules 

2. Apply at booking or payment 

3. Report on fees by program 

What you achieve 

Consistent charging and fewer disputes 

Simpler ways to take payment. 
Handle front desk, third party, or digital invoices and keep records tidy for finance. 

Key benefits 

• Walk up payments 

• Third party and invoiced payments 

• Clear reconciliation and reporting 

How it works 

1. Choose payment path 

2. Record and receipt 

3. Reconcile with finance 

What you achieve 

• Less chasing and fewer errors 

Make services accessible when money is tight. 
Capture hardship requests, route for approval, and apply the right fee to the right service. 

Key benefits 

• Simple request and evidence capture 

• Clear approval path 

• Automatic fee updates where approved 

How it works 

1. Record the request 

2. Route for approval 

3. Apply to the relevant service 

What you achieve 

Fair access that is easy to administer 

Send invoices without the hassle of paperwork. 
Generate and deliver invoices digitally with a clear audit trail. 

Key benefits 

• Invoice from the case or service 

• Email delivery with status tracking 

• Clean handoff to finance 

How it works 

1. Raise the invoice 

2. Send digitally 

3. Track payment status 

What you achieve 

• Faster collections and fewer errors 

Take payments in the way clients prefer. 
Support front desk, third party, and online payments with simple reconciliation.  

Key benefits 

• Multiple payment methods 

• Clear receipts and refunds 

• Audit-ready payment records 

How it works 

1. Take payment in person or online 

2. Record against the case or invoice 

3. Reconcile and report 

What you achieve 

Smooth payments and tidy records 

Show progress with real data. 
Capture outcomes and link assessments to changes over time. 

Key benefits 

• Standard indicators by program 

• Auto calculation from assessments 

• Trend dashboards and exports 

How it works 

1. Define indicators 

2. Link to assessments and services 

3. Track progress over the client journey 

What you achieve 

Evidence for practice, funders, and boards 

Know if you are on track. 
Set targets, monitor trends, and surface issues early with live KPIs. 

Key benefits 

• Targets by program and site 

• Spot early warning flags 

• Board ready dashboards 

How it works 

1. Choose the metrics that matter 

2. Set targets and thresholds 

3. Review trends and act early 

What you achieve 

• Fewer surprises and better decisions 

Report once, report right. 
Use templates and exports aligned to funder needs with data you can trust. 

Key benefits 

• Standard templates for common needs 

• Clean exports and audit support 

• Fewer end of quarter scrambles 

How it works 

1. Capture standard fields in daily work 

2. Review data quality checks 

3. Export and submit 

What you achieve 

• Accurate, timely reporting 

Keep funding data up to date. 
Capture client and session details in SuSy and send to DEX without end-of-month rush. 

Key benefits 

• Data captured in daily work 

• Checks before submission 

• Fewer manual extracts 

How it works 

1. Record standard data points as you go 

2. Validate with built in checks 

3. Submit on schedule 

What you achieve 

• Accurate reporting and less scramble 

Close the case when work is done. 
After services end, SuSy monitors and closes the case on schedule with a clear record. 

Key benefits 

• Closure reasons and dates captured 

• Automatic closure after service completion 

• Readable summary for audit 

How it works 

1. Close all services 

2. System monitors waiting period 

3. Case closes with documentation 

What you achieve 

Clean records and fewer reopen requests