Resident Manager - FAQ's

This guide is intended for general staff who have access to Resident Manager to process various events and outlines some common issues and their relevant solutions.

Topics in this guide:

• Sign in Issues - refer to the guide "Resident Manager - How to Access/Reset Password"
• Admission Errors
  • Error on Admission: "....Previously in Care" Error
  • Error on Admission: "Care Recipient ID is not in the correct format"
  • Error on Admission: "Unable to admit resident....;Either your computer is offline, or Resident Manager is having problems of it's own"
• Leave Events
  • Leave Process (When to Enter Leave)
  • Reversal of Same Day Leave Entry
  • Social Leave - Claimable v. Non-Claimable
  • Resident Discharged instead of Leave entry
  • Incorrectly added Leave type
  • Leave type changed mid leave event
  • Missed Leave Entry (Error:  "Leave overlaps with event...")
• Transfer Between Care Homes
• Need to Update EPOA Contact or other Resident Details?

Admission Errors

Error on Admission: "....Previously in Care" Error

If you get the error "The care recipient record has been identified as previously in care" this means there is a previous care approval located on the Resident's Record in the Aged Care Provider Portal (ACPP).  The tick box on the Resident record shown below will need to be ticked by the admitting CAM (and typically the Contribution Class for Care and Hotel will similarly need to be the pre 1 Nov class).

Error on Admission:  "Care Recipient ID is not in the correct format"

The Residential Care ID should be entered onto the Resident's record by the CAM.  If it is not there and you are getting this error, defer back to your CAM to update the record.

If you are getting this error and the Residential Care ID is filled in - this is a known issue.  The workaround is to copy the Residential Care ID field into the Care recipient ID field.  Check the admission flows successfully through to Medicare events (ACPP 'Proda').

Error on Admission:  "Unable to admit resident.  Either your computer is offline, or Resident Manager is having problems of it's own"

There can be a multitude of reasons for this error.  Some things to check:

• Check the lead is not archived
• Check the Resident's DOB definitely is correct and matches their ACPP (Proda) record.  This can result in an incorrect Care Recipient ID (CRID) and errors
• Check no other person is also editing the Resident record, particularly in the financials screen

Leave Events

Leave Process (When to Enter Leave)

Permanent Residents

Leave start dates should never be entered until the next day from the start of leave.  This is to ensure no leave events are entered where the resident returned before midnight on the day they went on leave.    Typically start of leave is entered as 10am on that day.

Single/same day leave is not entered into Resident Manager as it is not claimable.  If an event is entered, this will need to be reversed by Application Support.

Respite Residents

Respite Residents are not entitled to Hospital or Social Leave.  They need to be discharged and re-admitted on return.

Reversal of Same Day Leave Entry

If a leave event was started in ResMan but the Resident ended up returning before midnight/same day, log a ticket with [e-mail] to reverse the leave event.  (This step is performed by the Applications team and actioned via the Medicare Events tab.). 

Note the above section outlining best practice for when to enter the actual leave event into ResMan to avoid this situation.

Social Leave - Claimable v. Non-Claimable

Social leave should always be processed as Claimable in Res Man (non claimable leave is only used when the resident has exceeded their 52 day social leave allocation for the financial year)

Resident Discharged instead of Leave entry

If you have incorrectly Discharged a permanent resident to go on leave - log a ticket with [e-mail] so that the discharge can be reversed (This step is performed by the Applications team and actioned via the Medicare Events tab.)  Once the reversal is complete you will be advised you can enter the leave event.

Incorrectly added Leave type

You have entered a leave for a Resident but realised you have added it as the wrong type (ie Hospital when it should be Social and vice versa).  NOTE it is not possible to edit a leave event type - if you try you will get an error like the below:

To resolve, it will require two steps:

1. Log the issue with [e-mail] so that the incorrect leave entry can be reversed (This step is performed by the Applications team and actioned via the Medicare Events tab - see example of completed leave reversal in the image below).
2. Once the incorrect leave is reversed, the sites can proceed with entering the correct leave event.

The reversal will appear in the Event history for the Resident as below:

Leave type changed mid leave event

If the Resident was, say, originally sent on Social Leave but ended up going to Hospital mid leave.  The solution here is:

1. End the first Leave event in Resident Manager with the appropriate date
2. Enter a second Leave event in Resident Manager starting the same day as previous leave event ended (there is no issue with having one leave end and another start at exactly the same date/time).

Example:  Resident started Social leave but on 17/11/25 at 8am they were transferred to Hospital:

Step 1:  End Social Leave 17/11/25 8am:

Step 2:  Create new Hospital Leave 17/11/25 8am:

Missed Leave Entry - Leave overlaps with event error

Leave must be entered in chronological order.  If a Leave event has missed being entered and other leave events have since been added (that fall after the missed leave event), you will get an error if you attempt to enter the leave.   Error will look like the below noting "leave overlaps with event...."

Log a ticket with [e-mail] who will need to reverse any subsequent leave events so you can re-enter them all in chronological order.

Transfer Between Care Homes

Whilst there is a Transfer option within Resident Manager we do not use this functionality (it breaks the Agreement records in TechOne).  Transfers between homes need to be managed via a discharge (selecting "Returning to family or home" or "Other") and admit process.  The resident record will likely need to be manually admitted on the new Care home as it may not flow automatically from Resident Manager.

Once the resident is discharged from original home and admitted to the new home, you will need to email [e-mail] so our Applications Team can make a request to Telstra Health Support to manually re-map the records in the backend integration between Resident Manager and Clinical Manager.

Need to Update EPOA Contact or other Resident Details?

Please direct these requests to the Billing Team to action (IT does not handle these):  [e-mail] 

Includes changes/updates to contacts, pension & medicare numbers etc.