The Power of Collaboration: How DayspringCare Listening and Customisation Support Our Growth

About Care Agency Services (CAS)

Care Agency Services (CAS) is a leading temporary staffing agency and NDIS registered provider, specialising in Disability Support and Community Aged Care across Queensland, New South Wales, and the ACT. Established in 2012, CAS has grown into a major contractor for both organisations and NDIS participants, requiring robust, scalable, and highly adaptable software to manage their complex mix of direct care and agency staffing solutions.

Challenges

As CAS experienced rapid expansion and managed a dual-service model (temporary staffing for agencies and direct NDIS support), their existing internal processes and systems became an impediment to scalable growth. The key challenges were centered on the need for a highly tailored business process that could no longer be supported effectively:

• Process Inflexibility for Dual Models: The systems in place could not efficiently manage the unique workflows required for a dual-service model. This complexity necessitated highly manual and time-consuming workarounds to differentiate between staff deployment, invoicing (to agencies vs. NDIS), and compliance tracking.

• Inadequate System Configurability: Scaling a complex dual-service model (staffing agency and direct NDIS provider) demanded unique rostering logic and bespoke data capture fields. The available generic NDIS software lacked the enterprise-level configuration and customisation required to accurately manage CAS evolving business processes. CAS required a partner, not a vendor, who would listen to these nuanced business needs and actively participate in finding a solution.

• Demand for Embedded Compliance: Managing staff across diverse external sites required a system that could embed the compliance process directly into the daily workflow. CAS needed a solution that made mandatory tasks, such as client file acknowledgements and detailed progress notes, simpler and easier to comply with, as it was part of the natural workflow in the app, rather than relying on external, manual checks.

Objectives

CAS sought a technology partner that would embrace their operational complexity and serve as a catalyst for efficiency—one that demonstrated a proven ability to listen to their bespoke business needs and provide a continuous path for improvement and customisation. The key objectives were:

• Establish a Tailored Workflow: Implement a solution that aligns perfectly with the unique processes required for their dual-service agency model.

• Enhance Responsiveness through Partnership: Secure a partner willing to collaborate, listen to specific needs, and develop or configure the platform accordingly.

• Ensure Compliance and Consistency: Implement features to guarantee staff adherence to mandatory client-specific requirements and documentation standards.

The Solution: A Partnership Focused on Listening and Customisation

 DayspringCare approached the CAS engagement as a collaborative partnership.

 The DayspringCare team initiated a thorough discovery process to listen and document the CAS operational and compliance requirements.

This approach confirmed that the DayspringCare software was fit for purpose, offering out-of-the-shelf features combined with enterprise capability for configuration and customisation that met CAS needs:

1. Configuration for Dual Business Model: DayspringCare used its enterprise configuration tools to build two distinct operational pathways within the single platform—one for NDIS direct support and one for agency staffing—allowing CAS to scale without manual differentiation.

2. Compliance Features Implemented:

• Mandatory Client Files Acknowledgement: A feature was configured requiring support workers to digitally acknowledge key client documents (e.g., specific risk assessments or behaviour support plans) before commencing a shift, drastically reducing compliance risk by making it part of the day-to-day operation.

• Enhanced Progress Notes: The system progress notes feature was customised to ensure consistency and captured all NDIS required data elements efficiently, improving billing accuracy and clinical records as a natural step in the workflow.

3. Active Listening and Custom Improvement: DayspringCare committed to and delivered specific custom developments, such as tailored reporting logic, which were directly requested by CAS to manage their unique agency billing streams.

Why DayspringCare? 

The shift to DayspringCare provided CAS with a system that did not just automate tasks but actively managed their business complexity, underpinned by a responsive partnership.

"What separated DayspringCare from the competition was their willingness to stop selling and start listening. We want to focus on our business growth rather than managing our software vendor. DayspringCare demonstrated an immediate commitment to making improvements, proving that their software has the robust, enterprise configuration capability needed to truly tailor a solution to a complex business model like ours."

— Chris Gleadhill, Care Agency Services NSW General Manager

DayspringCare demonstrated its commitment to the partnership by:

• Ability to Listen: Integrating CAS unique requirements into the systems configuration and development roadmap.

• Commitment to Improvement: Providing a core product with the flexibility to be configured for a dual-service model and delivering custom functionality necessary for operational excellence and compliance.

The Future

With DayspringCare adaptive platform, Care Agency Services can confidently pursue its growth strategy across new territories and service lines. The robust compliance features and the assurance that their technology partner will listen, adapt, and improve alongside their business ensures sustainable, risk-managed expansion into the future.