Clearline Connect ID

The four Clearline apps — Aura OS for SIL providers, Compass for families, Pilot for Support Coordinators, Scrive for Occupational Therapists — are designed to share participant information with the family in control of consent. Connect is the layer that makes that work. This page explains what a Connect ID is, how it's used to link accounts, and exactly what data flows once a link is approved.

If you want the quick version: every account on the platform has a Connect ID in the form CLR-XXXX-XX. Share it with another Clearline account to link the two. The family always has the final say on what's shared.

What is a Connect ID?

A Connect ID is a short, shareable identifier that points at one account on the Clearline platform. Every account has exactly one. They look like:

CLR-7K2P-99    CLR-46PR-47    CLR-U2VU-AS

You share it with someone on a different Clearline app — over text, email, in person, scanned from a QR code — and they enter it into their app to start a link. The link doesn't activate until the other side approves it.

A Connect ID is NOT a password. It's safe to share, the same way you'd share a phone number. The link approval step is what keeps your data private.

The format — CLR-XXXX-XX

Every Connect ID follows the same shape:

• CLR — the fixed prefix, marking it as a Clearline Health Connect ID
• Four characters — uppercase letters and digits, no ambiguous characters (no O, I, 0, 1)
• Two characters — same character set

That's eight characters of identifier plus the prefix and two hyphens. Short enough to text or read aloud without errors; large enough that two unrelated accounts will never collide.

The hyphens are required. Connect IDs without them won't match — the apps validate the exact format before accepting one.

Where to find your Connect ID

Privacy — what your Connect ID is and isn't

A Connect ID is a public-by-design identifier. Sharing yours doesn't give anyone access to your data — it just tells them where your account lives so they can request a link.

What a Connect ID is not:

• It is not a password.
• It is not an NDIS number. The two never appear together in a Connect ID lookup, and your NDIS number is never derivable from your Connect ID.
• It is not a key to any data. Without the explicit approval of the other party, no information flows between accounts.
• It is not searchable. There's no Clearline directory where you can look up someone's Connect ID — they have to share it with you directly.

For sensitive sharing channels: if you're worried about sending your Connect ID over an SMS or email someone else might see, you can show the QR-code form in person instead. The QR is the same Connect ID encoded for a camera scan — same privacy properties, no different.

The two link flows

There are two ways to start a link between two Clearline apps. Pick whichever fits the situation.

Both flows arrive at the same end state: a link that's pending approval on one side, becomes active once approved. From there the data flow is identical.

Linking via Connect ID

This is the fastest path when both accounts already exist. The provider or SC enters the family's Connect ID; the family receives the link request in their app and approves it.

1. Get the other party's Connect ID. Ask them to copy it from their app's settings, or to text or email it to you. The format is CLR-XXXX-XX.
2. Open the participant in your app. In Aura OS, this is the participant edit modal → Connect ID accordion. In Compass, it's the Care team screen → Connect to a SIL provider. In Pilot it's the participant detail page → Connect ID card.
3. Paste the Connect ID and click Send invite. Or scan the QR code via the camera icon next to the input — same effect.
4. The other side gets a pending-link notification. They open their app, see the new pending link with your name + the participant name, and approve or decline.
5. On approval, the link goes active. Data flow opens immediately. The audit log records both sides.

If the Connect ID you entered doesn't resolve to a real account, or the participant doesn't match an NDIS number on the family's plan, you'll see a generic "Could not establish the link" message — the apps are deliberately vague about the exact reason for privacy reasons. See Troubleshooting below.

Linking via email invite

For families who don't yet have a Compass account, the SIL provider can invite them by email. The family clicks the link in the email, signs up to Compass with a one-tap magic link, and the connection to the participant is established as soon as they enter the NDIS number on their new plan.

1. Provider opens the participant in Aura OS. Participant edit modal → Connect ID accordion → soft-yellow Family not on Compass yet? card.
2. Provider enters the family's email address and an optional short personal message ("Looking forward to working with you"). Then clicks Send email invite →.
3. Family receives the email from hello@clearlinehealth.com.au. Subject reads "[Provider name] invites you to connect on Compass — for [participant name]". Body explains what Compass is and includes a single navy Accept this invitation button.
4. Family clicks the button, lands on Compass with an amber banner at the top showing who invited them and for which participant. They sign up via the standard Compass magic-link form.
5. Family enters their NDIS plan details in Compass. Once they save the plan with the participant's NDIS number, the link to the provider materialises automatically as a pending link.
6. Family taps Approve on the pending link in their Care team area. Status flips to active; data flow opens.

The personal message in the invitation email is visible to anyone who has the link. Don't put medical details, plan numbers, or anything else sensitive in there — keep it to a short hello.

Linking via a Support Coordinator (Pilot)

If a family already has a Support Coordinator using Pilot, the SC can act as the middle of the link. The SC searches for the participant by NDIS number; when a match is found in Compass (family side) or Aura (provider side), the SC requests a link, and the family approves.

The end state is identical to the direct flows — an active link between Aura and Compass. The difference is who fronts the introduction: instead of the provider or the family doing the outreach, the SC does it as part of their normal coordination work.

SC-mediated linking is useful when:

• The family is already working with a Pilot SC and prefers them to handle introductions
• Multiple providers need to be linked at once — the SC can stage them in batches
• The participant has complex consent arrangements where the SC has been documenting consent owner already

Who has to approve a link

Every active link requires explicit approval from the consent owner — the person legally authorised to consent on the participant's behalf. In Compass terminology, that's recorded on the family plan as one of:

Whichever consent owner is on file is who has to approve the link. If the family hasn't set up their Compass account yet, the email invite flow walks them through both the signup AND the approval in one journey.

What data shares once a link is active

Once a link is active, what flows depends on which two apps are linked. Each direction is gated by what the consent owner allows.

Aura OS ↔ Compass (provider ↔ family)

• Shift hours summary (no resident-by-resident detail unless approved)
• Incident notifications (without clinical detail by default; full report by approval)
• Handover note summaries the worker has flagged for family visibility
• Medication administration records (high-level — did meds happen, not the doses)
• Periodic Audit Evidence packs shared on request

Pilot ↔ Aura (SC ↔ provider)

• Same operational data, scoped per-participant
• SC can pull together evidence across multiple providers for plan reviews
• Provider can flag funding burn or threshold breaches to the SC automatically

Scrive → Compass (OT → family)

• Clinical reports authored in Scrive (FCA, AT, SIL Evidence, etc.) flow into the family's Compass Documents module automatically on share
• The family doesn't have to chase the OT for the PDF — it's already there

Scrive → Aura (OT → provider)

• Same reports flow into the provider's Audit Evidence pack so the SIL provider has the clinical context they need without re-asking the family

What never shares

Some categories of data are off-limits regardless of any link, by design:

• Plain-text NDIS numbers — these never travel between apps. Matching is done via a one-way hash; the number itself only ever lives in the original entry point.
• Worker payroll detail. SCs and families see shift summaries, not pay rates.
• Other participants' data. A link is scoped to one participant; even at the same provider, your data isn't visible to other families' links.
• Internal provider notes that aren't part of the shared categories above. Workers can mark notes as "internal only" and the family never sees them.
• Sentry / monitoring data. Errors and telemetry stay with Clearline Health for fixing bugs; they're never shared with linked accounts.

Revoking a link

Either side can revoke a link at any time, for any reason — no notice required, no explanation needed in the app.

• From Compass: Care team → tap the linked provider/SC/OT → Revoke link. Effective immediately. Provider stops receiving data instantly.
• From Aura OS: Participant edit modal → Connect ID accordion → Pending email invitations or active-links panel → Cancel or Revoke.
• From Pilot: Participant detail → Active Connect links → Revoke.
• From Scrive: Practice settings → Active connections → Revoke.

Revocation is permanent at the policy level. The connection can be re-established later, but it's a fresh link — the audit history of the old link is preserved separately so neither party can pretend the original connection didn't exist.

The audit trail

Every action on a Connect link is recorded in an append-only audit log:

• Who created the link, with what attestation text + when
• Who approved (or declined) it, and when
• What data has flowed across it (high-level events, not the data itself)
• Any scope changes — adding or removing categories of data sharing
• Who revoked it and when, plus any reason given

The audit log is what makes Connect defensible to the NDIS Commission. If they ask "show me the consent for this provider to access this family's data", the log is the answer: signed, timestamped, immutable.

Families can request a copy of the audit trail for their participant at any time via Compass → Activity log → Export. Providers get the same in Aura → Audit Evidence packs.

Connect in Aura OS (SIL providers)

Aura admins manage Connect links from the participant edit modal. Open a participant → expand the Connect ID accordion. You'll see three things:

• The participant's own Connect ID (auto-generated, shareable)
• The Family already on Compass card — paste the family's Connect ID, send invite
• The Family not on Compass yet? card — enter their email, send the magic-link invite

For SC links, Aura uses a different (org-scoped) flow. Open Settings → Connect requests from Support Coordinators → + Invite SC. SC consent is offered at the scope level (shifts, incidents, training compliance) so the SC sees just what they need, not the full participant record.

Detailed Aura guide: Aura OS documentation.

Connect in Compass (families)

Compass families approve every link before any data flows. From Care team, you can:

• See every pending link request with the inviter's name + participant context
• Approve, decline, or revoke any active link
• Invite a SIL provider you've chosen by their Connect ID (enter CLR-XXXX-XX in the Connect to a SIL provider card)
• Export the activity log for that participant — every read, write, approval, revocation

If you received an invitation email from a provider but haven't signed up to Compass yet, follow the link in the email — Compass walks you through a fast magic-link signup and the link materialises automatically once you enter the participant's NDIS number on your plan.

Detailed Compass guide: Compass documentation.

Connect in Pilot (Support Coordinators)

SCs use Connect to introduce families to providers, and to pull operational evidence across providers for plan reviews. From the participant detail page in Pilot:

• Search for the participant via NDIS number; matches across Compass and Aura surface automatically with consent-owner type
• Request a Connect link to a SIL provider you've identified; the family approves before any data flows
• View the active-link inbox: shift summaries, incident notifications, audit evidence — all from your linked providers, scoped to the participants you coordinate
• Export funding-defence evidence (Path B) as PDFs for plan reviews

Detailed Pilot guide: Pilot documentation.

Connect in Scrive (Occupational Therapists)

OTs use Connect to deliver clinical reports directly into the family's Compass plan or the provider's audit evidence pack — instead of emailing PDFs back and forth.

• From the practice settings, enter the family's (or provider's) Connect ID to establish a sharing link
• Each report you complete in Scrive offers a Share to Compass / Aura toggle on the publish screen
• Once the link is active, every published report flows automatically — no more chasing the family for the PDF after a session
• Reports stay yours; the family and provider get a copy. You retain authorship + the ability to revise

Detailed Scrive guide: Scrive documentation.

"Connect ID not recognised"

If you see Could not establish the link. Check the Connect ID is correct and confirm the NDIS number is on file…, one of three things is happening:

1. The Connect ID is wrong. Double-check the format — CLR- prefix, then four characters, then two characters, all uppercase. Letters O/I and digits 0/1 are not used to avoid confusion. Ask the other party to re-share or read it aloud.
2. The Connect ID is right, but the NDIS number doesn't match. Both apps check that the NDIS number on the participant matches what the other side has. If the family hasn't entered the NDIS number yet, or there's a typo on one side, the match fails. Confirm both numbers.
3. The account was deleted or deactivated. Connect IDs aren't reused, but if an org account was deleted the ID stops resolving. Ask the other party to confirm their account is active in their app's settings.

The error message is the same in all three cases by design — the apps deliberately don't disclose which check failed, to avoid leaking information about who's on the platform.

Invite email not arriving

If a family was invited by email but says nothing arrived after 5 minutes:

• Check the family's spam / promotions folder. Sender is hello@clearlinehealth.com.au.
• Check the email address was typed correctly. Plus-addressing is fine (family+test@example.com delivers normally to family@example.com).
• Some email providers (especially Microsoft 365 with strict spam policies) delay first-time senders by 5-30 minutes. Try again after the delay.
• The provider can resend the invitation from the same participant modal — the old invitation stays pending until it expires (7 days). Resending doesn't create a duplicate.
• As a last resort, ask the family to sign up to Compass directly at clearlinehealth.com.au/compass/ with the same email, then use the Link by Connect ID flow instead. The end state is identical.

NDIS number doesn't match

If the link goes through to the family's side but the materialisation fails ("the participant details don't match the invitation"), the family has entered a different NDIS number than the inviter expected. Common causes:

• Typo on either side. The NDIS number is 9 digits; confirm both sides have the same.
• Wrong participant. If the family manages plans for multiple people (e.g. siblings), they may have started the wrong one. Have them check which participant's plan they're editing.
• Old NDIS number. After a plan reassessment, a participant might have a new NDIS number — though this is rare. Confirm with the family.

The mismatch is recorded in the audit log on the inviter's side, but no link is created. The inviter can see in their Pending email invitations panel that the invitation was accepted but didn't match, and can cancel and re-send if needed.

Still stuck?

Email hello@clearlinehealth.com.au with:

• Your Connect ID (the one having the problem)
• The other party's Connect ID (or the email address you sent the invitation to)
• A screenshot of the error message you're seeing
• The approximate time you tried (so we can find the audit log entry)

We respond inside 1 business day, usually faster.