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Organisation, agency, client — who is who

An organisation runs the rota and raises requests when it wants agency cover. An agency proposes its own officers against the requests shared with it. A client is the company a site is billed to, and can be given a login to a portal of its own. One shift can involve all three.

Who does what?

Party What they do What they see
Organisation Rosters its own sites, and raises a request when it wants an agency to cover a shift Its dashboard, requests, roster, patterns, timesheets, employees, sites, reports, forms and audit trail. Its Admin and Manager roles additionally see Agencies, Clients and Invoices.
Agency Proposes its own officers against the requests shared with it, and rosters those officers Its dashboard, the requests shared with its agency, its own roster and officers, agency reports, forms, audit trail and agency settings. Not the organisation's employees, patterns or other agencies.
Client Is billed for the cover delivered at the sites linked to it A separate portal with three screens: a dashboard of coverage, hours delivered and incidents across its sites, its invoices, and its own profile. Nothing else in the platform is reachable from it.

The client portal dashboard for one week. Coverage and attendance shows a fill rate, check-call compliance, missed check-calls and a count of scheduled shifts, with a fill-rate chart per site. Below it, hours delivered and a breakdown of form submissions and incidents.

The client portal is walled off in both directions. A signed-in client is redirected back to its own dashboard from any other page, and the only APIs it can call are the portal's own, plus sign-in and notifications.

Can a client actually sign in?

Yes. An organisation's Admin or Manager creates the client, then creates a login for it from that client's record. There is no separate switch to turn the portal on — creating the login is what gives the client access, and signing in with it lands on the client dashboard.

The client sees invoices only once they have been issued. A draft invoice is not shown in the portal.

Why do sites belong to different owners?

Every site is a row in one table, and each row records who owns it: an organisation or an agency.

  • An organisation's sites are the places it rosters cover for. Its patterns, shifts and requests hang off them.
  • An agency's sites are the places it works at under its own arrangements — the ones set up for organisations that do not use ShiftTracker themselves. An agency's roster covers both kinds: shifts at organisation sites it has been given work at, and shifts at its own.

A site can also name a client. That link is what makes billing possible: an invoice is raised for one client, and its lines come from the charges on shifts at that client's sites over the chosen period.

Last updated 2026-08-12