Who can do this?
Organisation Managers and System Administrators only.
Who are staff members?
Staff members are users who work for an organisation and handle referrals on its behalf. Some staff can be granted extra permissions to manage the organisation’s profile and settings.
Where to add staff
Organisations → choose an organisation → Staff tab → Add staff.
You’ll be asked to choose one of two options:
- Existing user – the person already has a user account in this system.
- New user – the person has never used this system before.
Tip: If the user says they’ve used the administering organisation’s system before, always try Existing user first. This avoids duplicate accounts and preserves their history.
Add an existing user
Use this option when the staff member already has a user account anywhere else in the system.
- Select Existing user.
- Search and select the user.
- Enter a short Position / Job title (e.g., Advice worker).
- (Optional) Add a contact phone number.
- Choose a Role within the organisation (see Roles & permissions below).
- Click Add to confirm.
The user is immediately listed under the organisation’s staff with the permissions granted by the selected role.
Request a new user
Use this option when a new user is required in this system.
- Select New user.
- Provide the required details:
- Full name
- Email address (will be used for login)
- Phone number (optional)
- Position / Job title
- Role within the organisation (see Roles & permissions below)
- Full name
- Submit the request.
What happens next:
- The request is created in pending approval status. The user cannot access the system until approved.
- System Administrators review and approve requests made by managers from Users → Awaiting approval.
- Once approved, the account becomes active and the new user receives an email to their registered email address to set their password via the Forgotten password section
System Admins can also add new users by navigating to Users → Add User. When this occurs, new users will need to be added to their Organisation as an Existing User.
Compliance note: As data controllers, the administering organisation is responsible for vetting new users before granting access to sensitive client data.
Roles & permissions (within an organisation)
| Role | What can they do? |
| No role (Staff member) | Send and receive referrals on behalf of the organisation. Receive system messages sent to the organisation. |
| Organisation lead | Everything a Staff member can do plus manage the organisation’s profile and configure the criteria that determine eligibility to receive referrals. |
| Organisation manager | Everything an Organisation lead can do plus add and manage staff within the organisation. |
| Administrator | Everything an Organisation manager can do, plus configure the system settings plus approve and administer system users |
| Owner | Everything an Administrator can do, plus administering system admin users. |
Principle of least privilege: Assign the lowest role that enables someone to do their job. Promote only when needed to minimise unwanted system changes.
Troubleshooting
I can’t find a staff member under Existing user
- The user may not have an account yet – use ‘Request new user’ to add them once you’ve checked that they are not registered on the system.
My new staff member request is stuck as pending
- Contact a System Administrator to review and approve the request.
The new user can’t sign in after approval
- Double‑check the email address on their user record and ask them to check their email (including their junk folder) for their invitation to login.