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NDIS care-management CRM

Leading the architecture and build of a CRM for the Australian NDIS sector — clients, homes, records and staff in one place, with real-time chat and shift scheduling.

2 min read
Client
Tegzy (Techxillence)
Industry
Disability care · NDIS
My role
Lead Software Engineer
Timeline
2022 — 2023
  • 5 core domains: clients, homes, records, staff & operations
  • Real-time chat for users and support staff
  • End-to-end shift & roster management

Tech stack

  • Node.js
  • React
  • AWS
  • Real-time messaging

Overview

Tegzy (also known as Techxillence) builds custom business software and CRM platforms, including technology for the Australian National Disability Insurance Scheme (NDIS) sector. As Lead Software Engineer I led the design and development of the company’s in-house CRM and an NDIS-focused CRM for the Australian market.

The challenge

NDIS providers coordinate a lot of moving parts: participants, the homes they live in, detailed care records, and the staff who support them around the clock.

  • Information about clients, homes, records and staff needed to live in one place.
  • Staff and support teams needed to communicate quickly about day-to-day operations.
  • Rostering had to account for staff availability, shift allocation and accurate operational records.
  • The team needed clear technical direction to deliver a complex product on a short timeline.

Approach & solution

  • Architecture first. Defined the application architecture, core workflows, database structures and integrations before scaling up development.
  • A centralised domain model covering clients, homes, records, staff and operational activities.
  • Real-time communication — live chat inside the platform so users and support staff can hold and manage conversations without leaving the CRM.
  • Shift and scheduling management — availability, shift allocation and operational record keeping in one workflow.
  • Hands-on leadership — solution design, code reviews, task allocation, technical decisions, troubleshooting and mentoring.

Architecture

A React front end backed by Node.js services on AWS, with a real-time messaging channel for chat and a scheduling module that share one core data model.

  1. Care staff & admins Web app
  2. React front end Dashboards & forms
  3. Node.js API Business rules
  4. Real-time chat Live conversations
  5. Scheduling Shifts & availability
  6. Core records Clients · homes · staff

Technical highlights

A domain-driven data model

Clients, homes, records, staff and operational activities modelled as first-class entities with clear relationships.

Live chat in the product

Real-time messaging lets users and support staff communicate and manage conversations inside the CRM.

Rostering that reflects reality

Availability-aware shift allocation with operational record keeping.

Technical leadership

Owned solution design and code review, allocated work and mentored developers through delivery.

Results & impact

  • Delivered an in-house CRM with a defined architecture, workflows and database structure.
  • Built NDIS CRM software that centralises client, home, record and staff management for Australian providers.
  • Gave staff real-time chat and practical shift scheduling inside the same platform.
  • Raised engineering quality and pace through code reviews and mentoring.

Lessons learned

In care settings, software has to fit how people actually work on a shift. Getting the data model right early made every later feature — chat, scheduling, record keeping — simpler to build.

Some details are generalised to respect client confidentiality.

Facing a similar challenge?

I’m always happy to talk through architecture, integrations or delivery. Tell me what you’re building and let’s see if I can help.

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