For suppliers: The Lookout supplier portal

This guide explains how suppliers manage team access and how third-party workers check in and check out of Connected Care jobs.  

Before you start 

• You have received an email invitation from a care provider using Lookout 

• You have a valid email address and access the email account for verification 

• You'll need a device with a web browser (the supplier portal works on phones, tablets, and computers) 

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Step-by-step instructions 

Step 1: Accept your invitation 

• Open the invitation email from Lookout. 

• Click the link to set up your account. 

• Create a secure password (minimum 14 characters). 
• You'll then be asked to verify your email using a one-time passcode sent to your inbox. 

 

Step 2: Log in to the Portal 

• Go to the supplier portal login page. 

• Enter your email address, you’ll be emailed a one-time code. Enter the one-time code. 

• Read and accept the terms and conditions to continue. 

• You can set a password in the supplier portal for future logins, or continue to log in using one-time codes. 

 

Step 3: Set up your organisation (Owners and Admins only) 

• Edit your organisation details - trading name and time zone if required

• Add workers - create contacts for each verified worker in your team, assign them a role, and set their details 

• Import workers in bulk - upload a spreadsheet to add multiple workers at once if required

• Archive or unarchive contacts as your team changes 

 

Step 4: View your jobs 

From the main screen (landing page), you'll see a list of all your upcoming jobs: 

• Jobs are grouped by delivery date 

• Each job shows the client name, service description, and which care provider it's from 

• If you work with multiple care providers, you'll see labels showing which provider each job relates to 

• Use the filters to switch between upcoming, overdue, and past jobs, or filter by a specific client 

• Use sorting to organise jobs by delivery date 

 

 

Step 5: Check in to a job (when applicable) 

Some jobs may require you or your workers to check in on arrival: 

• Open the relevant job from Today  or from the QR/tokenised email link. 

• Tap Check In  

• Allow location access if prompted - this records your arrival location 
• Review member, delivery and service details.
• Review any Lookout Assist care summary and Should know notes.
• Use Undo check-in only if needed and only before checkout.

• Your job status changes to In Progress 

 

Step 6: Complete Must-Dos 

If the care provider has assigned must-do tasks to the job: 

• A list of tasks will show that need to be completed 

• Respond to each task as required - this might include: 
  • Selecting a response (e.g. Yes/No)
  • Adding a comment 
  • Uploading a file or photo 
  • Filling in a form (assessment)

• All responses must be completed before you can check out 

 

Step 7: Check out and confirm delivery 

• After completing tasks, tap Check Out 

• Add a checkout note describing the delivery or any relevant concerns

• Confirm the delivery date 

• The location is captured automatically 

• Tap Confirm 

The job is now marked as Completed , and the care provider will be able to see delivery notes and responses. 

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What happens next? 

• Your delivery is recorded in Lookout and visible to the care provider 

• The care provider can review your checkout notes, must-do responses, and location 

• The care provider will process the delivery through their claiming and invoicing workflows 

• You'll continue to see new jobs as they're assigned to you 

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What you’ll see based on your Role? 

Your role	What you can do
Owner	Manage the organisation, all workers, and all jobs
Admin	Manage workers and action all jobs
Worker	View and complete jobs assigned to you (across all providers)
Limited Worker	View and complete jobs only via QR code scan

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Troubleshooting 

I can't log in 

• Make sure you're using the correct email address 

• Try resetting your password using the "Forgot password" link 

• If your account has been disabled, contact your organisation's admin 

 

I can't see any jobs 

• Check the timeframe filter - you might be looking at past jobs instead of upcoming ones 

• If you're a Limited Worker, jobs can only be accessed by scanning a QR code at the client's home 

 

The check-in or checkout button isn’t visible 

• You may be outside the checkout window (the allowed time period around the scheduled delivery) 

• Check with your care provider about the timing 

 

My invitation link has expired 

• Contact the care provider who invited you to resend the invitation 

A worker only needs one-off access

• Use Worker Limited access with QR code scanning, or provide a tokenised link if appropriate.
• Worker Limited users only access relevant job/member information for the session.

The job is showing as overdue

• Overdue jobs show when the scheduled completion has passed without checkout.
• If the checkout window has closed, the provider may need to manually mark the job as complete. Ensure you contact the required provider