TSL
Tan Siew Ling
Business rules — MJ status lifecycle
Active: Can be assigned jobs for roles where OJT = Completed.
Suspended / Withdrawn / Terminated: Cannot be assigned new jobs. Offline acknowledgement from MJ required for deactivation.
Blacklisted: Cannot be assigned ANY service. Can be changed back to Active by AAC Staff.
Auto-blacklist: 3+ no-shows → system flags. No new tasks until AAC Staff removes flag manually.
Screening status options: Screening → Training → Active → Blacklisted / Withdrawn / Suspended / Terminated.
Open questions — Status
For Withdrawn/Terminated — what exactly constitutes "offline acknowledgement"? Is there a form, or is it a verbal confirmation that staff records as a note?
C4Me app access — is revoking access a separate manual step from changing MJ status, or should it auto-revoke on Suspended/Terminated?
Owner: HR / AAC · Target: URG sign-off
Female · 68 yrs · Mandarin, Hokkien · Clementi (District 12) · Joined March 2025
● Active
Senior + MJ
Chaperone
Befriending
Home Assessment — OJT Pending
Open questions — No-show
No-show reason dropdown list not yet defined. Pending Maisarah (was due 6 May — overdue).
For "repeated no-shows" threshold — is 3 the confirmed number? Can AAC Staff blacklist before hitting 3 manually?
Owner: Maisarah · Overdue from 6 May
1
No-show flags
⚠ 2 more = auto-blacklist
Overview
Training & OJT
Attendance
Job history
Payment
Cancellations ↻ Updated
MJ App statuses
Notes
14
Jobs completed
28h
Hours this year
$392
YTD earnings
1
No-show flags
Engagement — 2026
Business rules — Engagement
Monthly: ≥1 job completed in that calendar month = engaged.
Quarterly: Min 3 engagements across the quarter = engaged.
Feeds AAC KPI reporting to AIC. Volunteer-type MJs tracked separately.
Open questions — KPI reporting
AIC report template specifies: No. of MJ, types of roles activated, hours, payment. Confirm if this is per facility or combined only.
Volunteer-type MJs — how are they counted differently in KPI? Is this a flag or a separate counter?
Owner: AAC / Maisarah · Target: URG #3
Green = ≥1 job completed · Grey = no data yet
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
5 months engaged·Last job: 3 May 2026·Q2: on track (2/3 months)
Profile
- NRIC
- SXXXX456A
- Date of birth
- 12 Apr 1958 (68 yr)
- Mobile
- 9123 4567
- Address
- Blk 301 Clementi Ave 4, S120301
- Languages
- Mandarin, Hokkien
- MJ type
- Senior + MJ
- Interests
- Health, Gardening
- C4Me access
- ✓ Granted — MJ module
Status management
Business rules — Status changes
Only AAC Staff can change MJ status in CARES.
Withdrawn / Terminated: offline acknowledgement from MJ required before status change.
Blacklisted MJ cannot be assigned ANY service until staff manually removes flag.
Open questions — C4Me access
Should C4Me app access auto-revoke when status changes to Suspended/Terminated, or is it always a separate manual action?
Owner: IT / AAC · Target: URG sign-off
MJ status
Training & OJT by service role
Business rules — OJT eligibility
MJ can only be assigned / see listings for roles where OJT = Completed.
Training Completed ≠ OJT Completed. Both required.
Status values: NA / Pending / Scheduled / In Progress / Completed. Staff updates manually.
If assigned and OJT not Completed → system shows error and blocks assignment.
Open questions — Training
Full training list for all 4 roles still pending from Maisarah. Sheet shows 4 confirmed roles + 5+ more TBC. Cannot build training table without this list.
For Home Assessment (Safe Steps Associate) — is the OJT structured differently (e.g. min supervised visits) vs other roles?
Owner: Maisarah · Overdue from 30 Apr
| Role | Training | OJT | Job eligible | Certificate / Notes |
|---|---|---|---|---|
| Chaperone | Completed | Completed | Yes | Cert #CH-2025-014 · Jan 2025 |
| Befriending | Completed | Completed | Yes | Cert #BF-2025-008 · Feb 2025 |
| Home Assessment Safe Steps Associate | Completed | In Progress | No — OJT pending | OJT scheduled 20 May 2026 |
| Centre Assistant | Not enrolled | N/A | Not enrolled |
Open item — Maisarah (overdue 30 Apr)
Full training list for all 4 roles (and 5+ additional roles) not yet received. Training table above is partial — cannot be marked complete until list is confirmed.
Attendance record
| Date | Check-in | Check-out | Duration | Location | Job ID |
|---|---|---|---|---|---|
| 3 May 2026 | 14:02 | 16:10 | 2h 8m | SGH A&E, Block 6, Level 1 1 Hospital Dr, S169608 |
MJ-2026-037 |
| 22 Apr 2026 | 10:05 | 11:08 | 1h 3m | Clementi Community Centre Blk 352 Clementi Ave 2, S120352 |
MJ-2026-029 |
| 2 Apr 2026 | 09:58 | 10:55 | 0h 57m | Buona Vista Polyclinic Blk 278 Buona Vista Ave, S118214 |
MJ-2026-018 |
| 10 Mar 2026 | 13:01 | 15:05 | 2h 4m | NUH Main Building, Level 2 5 Lower Kent Ridge Rd, S119074 |
MJ-2026-009 |
| 14 Feb 2026 | 09:55 | 11:10 | 1h 15m | Queenstown Polyclinic 580 Commonwealth Rd, S149979 |
MJ-2026-004 |
Check-in and check-out times are recorded via the C4Me mobile app. MJ payment is calculated from these timestamps.
Job history
Business rules — Job statuses
Completed: MJ tapped Start + End in C4Me. Payment calculated on actual timestamps.
Cancelled: By client, MJ, or staff. Payment depends on scenario.
No-show (MJ): Flagged in profile. 3 = auto-blacklist.
No-show (Client): MJ still paid 1h. SCC charges client in full.
DateStatusTypeDetailsEarned
3 May 2026CompletedChaperoneLee Geok Eng → SGH A&E · 2h$28
22 Apr 2026CompletedBefriendingNg Ah Beng (AAC) · 1h · Recurring$14
10 Apr 2026No-showChaperoneTan Ah Kow → NUH · Flagged by SCC—
2 Apr 2026CompletedChaperoneChan Bee Kim → Polyclinic · 1h$14
15 Mar 2026CancelledChaperoneClient cancelled with sufficient notice—
$392
YTD paid
$42
Pending verification
$14/h
Chaperone rate*
$14/h
Befriending rate*
* Rates are placeholders — fee table pending Finance (Filbert)
Claims — May 2026
Business rules — MJ payment
Rounding: Min 1h. 1h–1h29m = 1h. 1h30m–2h29m = 2h. 2h30m–3h29m = 3h. Etc.
Basis: actual C4Me check-in/out timestamps. Independent of SCC scheduled billing.
AAC Staff verifies claim in CARES before export to HR. Status: Payment Owing → Paid.
Phase 1: Excel export to HR. SAP API integration is post-Phase 1.
Open questions — Payment
Will CARES send payment data to SAP via API monthly? SAP to return payment-made status to CARES? Phase 1 is manual Excel — but system should be designed to accommodate this future API.
Can centre staff manually amend MJ start/end times in CARES (e.g. if MJ forgot to check out)? Needs configurable permission level.
Owner: Finance / IT · Future phase but flag now
DateRoleHoursAmountStatus
3 May 2026Chaperone2h$28
Pending
22 Apr 2026Befriending1h$14
Paid
2 May 2026
MJ cancellation policy
↻ Waitlist model revised
Business rules — MJ cancellation
MJ must cancel ≥ 48h before appointment (business hours).
Cancel via app or verbally to staff (staff cancels in CARES web).
After deadline: system blocks cancellation. Error prompts MJ to call centre.
System does not allow cancellation on Public Holidays. Call centre staff.
Revised waitlist: On MJ cancel, all waitlisted MJs can grab — not sequential. First confirmed ≥ 1 BD before wins.
If no one confirms ≥ 1 BD before: job auto-cancels, client informed.
Open questions — Waitlist (revised model)
With open grab (not sequential): if 2 waitlisted MJs grab at the same time, does first-timestamp-wins apply? How does the system handle the near-simultaneous case?
Should waitlisted MJs receive a push notification when a slot opens due to cancellation? All at once?
Owner: Dev team · Needs confirmation before build
| Appointment day | MJ must cancel by | Auto-cancel if no taker by |
|---|---|---|
| Monday | Prev Thursday, 9AM | Friday, 9AM (1 BD before) |
| Tuesday | Prev Friday, 9AM | Monday, 9AM |
| Wednesday | Monday, 9AM | Tuesday, 9AM |
| Thursday | Tuesday, 9AM | Wednesday, 9AM |
| Friday | Wednesday, 9AM | Thursday, 9AM |
| ⚠️ If deadline falls on / before a PH: system blocks. Staff to handle manually by phone. | ||
System rule — revised waitlist model
When confirmed MJ cancels → all waitlisted MJs notified simultaneously and can grab. First MJ confirmed ≥ 1 BD before job date gets the slot. If nobody confirms → auto-cancel → client informed.
Client cancellation & no-show rules
Business rules — Client cancellation
Sufficient notice: ≥24h before (Tue–Fri). Mon: cancel by Fri 5PM.
Short notice: SCC charges client in full (option to waive). MJ paid 1h by AAC.
Client no-show: SCC charges in full. MJ paid accordingly. Staff completes in CARES with "No Show" + timing.
Open questions — No-show labels
The remarks field for "No Show" — what are the standard dropdown options? Sheet says "naming to be discussed". Pending from Maisarah (overdue).
Should "No Show (Client)" and "No Show (MJ)" be separate dropdown values, or separate fields?
Owner: Maisarah · Overdue from 6 May
| Scenario | SCC action | AAC / MJ payment |
|---|---|---|
| Sufficient notice ≥24h (Tue–Fri) · Fri 5PM for Mon | Cancel in CARES. Inform client. | MJ not paid (job cancelled). |
| Short notice | Charge client in full (option to waive). | MJ paid 1 hour by AAC. |
| Client no-show | Charge client in full. | MJ paid accordingly. Record "No Show" in CARES. |
MJ app job statuses (C4Me)
Business rules — App statuses
Jobs remain visible on listing until event is completed (immediately after MJ marks complete).
For Home Assessment: confirmed MJ names shown on listing for all MJs to see.
Messaging on rejection: "Job is no longer available / Job has been taken" (not "Rejected").
Open questions — Status labels
For Centre Assistant: when AAC staff rejects a registration, what message does MJ see? "Job No Longer Available" or something else?
Befriending has no "Grab" — does MJ only see "Assigned" or do they also see a pending state before staff confirms?
Owner: AAC / UX · Target: URG #3
| Status | Chaperone | Home Assessment | Centre Assistant | Befriending |
|---|---|---|---|---|
| Registered | MJ grabbed job | MJ grabbed job | MJ expressed interest | Staff assigned MJ |
| Confirmed | 1st grab = confirmed | Up to 2 = confirmed (names shown) | Staff confirmed in CARES | Up to 2 = confirmed |
| Waitlisted | Up to 4 | Up to 4 | Staff waitlists backend | Staff waitlists backend |
| No longer available | 1 confirmed + 4 waitlist taken | 2 confirmed + 4 waitlist taken | Event is over | Event over or care staff assigned |
| Cancelled | Staff cancels backend. For Home Assessment: if cannot get 2 MJs 24h before → auto-cancelled by system. | |||
Business rule — Messaging on rejection
When a Centre Assistant MJ is not confirmed, the message shown is "Job is no longer available" or "Job has been taken" — not "Rejected". Exact copy TBC with AAC.
Staff notes
Maisarah Binte Hassan · 10 Apr 2026 · No-show incident
MJ called in sick on day of job (10 Apr — Chaperone for Tan Ah Kow → NUH). Late notice, verbal only. No-show flag recorded. MJ verbally advised of 48h cancellation policy. To monitor.
Aileen Chua · 2 Mar 2026
Excellent feedback from Tan Bee Lian for Feb and Mar Chaperone jobs. Client specifically asked for Siew Ling again. Reliable, calm, patient with anxious seniors. Recommended for Befriending recurring assignment.
Maisarah Binte Hassan · 15 Jan 2026 · Onboarding
Onboarding done. Service contract signed, GIRO set up. Chaperone + Befriending OJT completed. Home Assessment training done Jan 2026 — OJT to be scheduled separately.