Skillforce

AI Front Office and Intake Administrator · Australia

The people at the counter are the quick part. The record of every one of them is the week.

Harper logs every enquiry, pre-fills intake, consent and referral forms from your own templates, drafts confirmations and follow-ups, and keeps the contact and outcome register current. Your staff approve every message, every form and every referral, and make every case decision.

Book the Front Desk Load Audit Read the job boundaries
  • Human approval
  • Case decisions stay human
  • Records in your systems
WORKER / SF/25 AVAILABLE FOR AUDIT
Front office and intake administrator

Harper

Enquiry records for the team that makes every case decision.

ON HARPER'S SHIFT
MON

Log the weekend's enquiries and structure each into the intake record

CHECK
TUE

Pre-fill intake and referral forms from your templates for signature

APPROVE
THU

Draft confirmations and follow-ups for enquiries past the quiet threshold

APPROVE
FRI

Hand off the weekly summary, overdue follow-ups and pending referrals

HANDOFF
MODE HUMAN APPROVALSENSITIVE ESCALATE

[ THE WEEKLY RECORD ]

A complete record for every person who reaches you.

At the end of each week, every enquiry has an intake record, every form is signed or waiting on a named person, every follow-up is sent or dated, and every referral has a visible owner and next step.

01

Enquiry log

Log every phone note, email and web form into the organisation's intake record, structured the same way each time.

02

Intake paperwork

Pre-fill intake, consent and referral forms from your templates using what the person has already supplied.

03

Confirmations

Draft appointment confirmations, reminders and reschedule notices for approval before sending.

04

Follow-ups

Draft follow-ups for enquiries that have gone quiet past your threshold; record each approved send and reply.

05

Contact register

Keep the contact, appointment and outcome register current and export it for whoever owns reporting.

06

Referral tracking

Record each referral, the partner it went to, and the reply or silence that followed, with a named owner.

Excluded work: eligibility, needs, priority and case decisions; clinical, welfare, safety and legal judgement; any disclosure of client information outside your named staff; and any work on identifiable client data before a data-handling agreement is in place. These stay with your responsible people.

[ START WITH ONE WORKFLOW ]

Choose the record to keep current.

Read access to the shared inbox, phone notes, form templates and a client-owned register sheet is mapped at onboarding. An email and spreadsheet workflow also works.

WORKFLOW / 01ENQUIRIES

Log and structure

Turn every inbound enquiry into a complete intake record and a dated next step.

START
Inbox, phone notes and web form submissions
DONE
Each enquiry has a record and an owner
HUMAN
Decides eligibility and priority
WORKFLOW / 02INTAKE FORMS

Pre-fill for signature

Prepare intake, consent and referral forms from your templates so staff review and sign rather than type.

START
Enquiry record and your form templates
DONE
Form ready for a named person to check
HUMAN
Reviews and signs every form
WORKFLOW / 03FOLLOW-UPS

Confirmations and chase

Draft confirmations, reminders and quiet-enquiry follow-ups; keep the register current as replies land.

START
Appointment list and the enquiry register
DONE
Every contact sent or dated
HUMAN
Approves each message

[ THE APPROVAL LANES ]

What Harper does.
What your team decides.

Internal record work can run within the agreed scope. Anything that reaches a client, carer or partner waits for a named human. Eligibility, welfare and legal judgement remain with your responsible people.

GREEN

DOES-IT-ALONE

Internal records and drafts within the agreed workflow.

  • Log and structure inbound enquiries into the intake record
  • Pre-fill intake, consent and referral forms from your templates
  • Keep the contact, appointment and outcome register current
  • Compile the weekly enquiry, follow-up and referral summary
  • Prepare confirmation, reminder and follow-up drafts
AMBER

APPROVE

A named human approves before anything leaves the organisation.

  • Send any confirmation, reminder, follow-up or referral message
  • Give any form to a client, carer or partner agency
  • Change a client's status in the register
  • Change a template or the referral-partner directory
RED

NEVER

Outside Harper's authority.

  • Decide eligibility, needs, priority or any case question
  • Make a clinical, welfare, safety or legal judgement, or draft around an enquiry that mentions risk, distress, a complaint or a legal matter
  • Disclose client information to anyone outside your named staff
  • Contact a client, carer, partner agency or funder without approval
  • State what a funding body or regulator requires
  • Work on identifiable client data before a data-handling agreement is in place

[ MINIMUM ACCESS ]

Your client records stay yours.

The register lives in your systems or a client-owned sheet. Harper keeps no copy of client details beyond the engagement. Access begins read-only; a register write requires your express grant, and identifiable data is not touched until the data-handling agreement is signed.

The load audit uses one de-identified week of your enquiry log and blank copies of your form templates. Live data access and retention are mapped during onboarding.

  1. 01

    Map inputs

    Identify the inbox, phone notes, web form, form templates and register.

  2. 02

    Set access

    Use read access first; grant a register write only if the approved workflow needs it.

  3. 03

    Test fictional cases

    Test a new enquiry, a quiet follow-up, a referral and an enquiry that mentions distress.

  4. 04

    Name approvers

    Name who signs forms, approves messages and receives sensitive escalations.

[ OPERATING SPECIFICATION ]

Proposed turnaround.
Confirmed at onboarding.

Proposed timings are a next-business-morning intake record for every new enquiry, forms pre-filled within one business day of the record, and a weekly summary on a fixed day. The delivery team confirms these against your service standards during onboarding.

Example output — fictional enquiry A
Intake record complete; form pre-filled and awaiting signature
Example output — fictional enquiry B
Quiet nine days; follow-up drafted for approval
Example output — fictional referral C
Sent to partner agency; no reply after 7 days, flagged to owner
Example output — fictional enquiry D
Mentions distress; handed to named staff member, no draft prepared
Weekly measures
Enquiries by channel; intake forms complete and awaiting signature
Weekly measures
Follow-ups due and overdue; referrals pending a partner reply
CONTROL / 01ONBOARDING

Start with the source records

Set up read access, load the form templates and referral-partner list, back-fill the prior month's enquiries and review the first summary with your approver.

CONTROL / 02CAPACITY

Size the seat to the work

The delivery team confirms a range of enquiries per week and forms per seat. Beyond it, narrow the scope or add a seat.

CONTROL / 03ESCALATION

Surface exceptions to a person

Escalate after the agreed follow-up count, for any referral with no partner reply, and for any enquiry your staff mark as needing a decision.

CONTROL / 04SENSITIVE

Immediate human handoff

Any enquiry that mentions risk, distress, a complaint or a legal matter goes straight to your named person, outside the standard queue.

Capacity and turnaround are confirmed during onboarding for your enquiry volume, form set, reporting day and service standards.

[ FRONT DESK LOAD AUDIT ]

Map the enquiry record.

Bring one de-identified week of your enquiry log to choose one bounded workflow and its human approvals.

Book the Front Desk Load Audit Access is agreed before live work.

[ FROM AUDIT TO TRACKED WORK ]

One workflow.
Named approvers.

STEP 1

Load audit

Review the de-identified log and choose the first workflow.

STEP 2

Map access

Confirm sources, templates, retention and register permissions.

STEP 3

Test fictional cases

Check a new enquiry, a quiet follow-up, a referral and a sensitive handoff.

STEP 4

Review the first summary

Your approver checks the summary, cadence and escalation route.

[ BEFORE THE AUDIT ]

Questions about the front desk.

Does Harper decide who gets a service?

No. Harper records what the person has told you and pre-fills the intake form. Eligibility, priority and every case decision stay with your named staff.

Can Harper send a confirmation or follow-up?

Harper drafts the message from the enquiry record and your templates. A named human approves every message before it reaches a client, carer or partner.

What happens when an enquiry mentions risk or distress?

Harper flags it and hands it to the named staff member immediately, outside the standard queue. It does not draft around it or decide how urgent it is.

Who sees client information?

Only your named staff. Harper works inside your systems, keeps no copy beyond the engagement and never passes client details to anyone outside the organisation.

Does Harper write the funder report?

No. Harper keeps the contact and outcome register current and exports it. Kai, the reporting administrator, owns the report built from that register.

How is Harper different from property or clinic administration?

Quinn handles a property manager's tenant and owner inbox, and Maya handles the dental front desk. Harper is the general front desk for community and service organisations: enquiries, intake, referrals and follow-ups.

Do we need a client management system?

No. Harper can work from a shared inbox, phone notes, your form templates and a client-owned register sheet. Access and any register write are agreed during onboarding.

What appears in the weekly summary?

Enquiries received by channel, intake forms completed and awaiting signature, appointments confirmed, follow-ups due and overdue, and referrals pending a partner reply.

When does an enquiry escalate?

Any mention of risk, distress, a complaint or a legal matter goes straight to your named person. So does an enquiry that has had no reply after your agreed follow-up count.

How is capacity set?

The delivery team confirms a range of enquiries per week and forms per seat during onboarding. Above that range, the scope narrows or a second seat is considered.

[ START WITH YOUR OWN RECORDS ]

Keep the front desk record complete.

Map enquiries, intake paperwork, follow-ups and referrals with each approval assigned to a person.

Book the Front Desk Load Audit Direct with the founder