Supporting document · For Essential Care Victoria

Operational sheets analysis

A deep-dive into the eight Google Sheets that make up EC's day-to-day operating layer — how they connect, who actually edits them, where the data quality slips, and what changes when EC's regulatory obligations under the Aged Care Act 2024 are mapped on top.

MR Labs · Operational Audit Sheet pulls · 24 April 2026 Author: Muq Rohaizak
Section 0

Terminology — Aged Care Act 2024

This memo uses the terms defined in the Aged Care Act 2024, sections 11(4) and 11(6), per the example profiles published by the Department of Health, Disability and Ageing:

Section 1

Executive summary

EC's entire day-to-day operation runs on eight Google Sheets. Six new sheets were shared on 23 April 2026; two older sheets on 13 April.

Six findings matter more than the rest — ordered by severity:

  1. Investigate Surname concentration in the HM supplier list — requires ABN / directorship verification before being characterised as a related-party network. Live Xero contact search shows several of the top HM garden-maintenance suppliers share the same surname. "Mohamed" is one of the most common surnames in the world. Surname overlap on its own is not evidence of family connection. ABN / ASIC / ABR directorship lookups are required before characterising this externally or filing any conflict disclosure.
  2. Critical Multiple duplicate supplier contacts for the same payee in Xero. The records show bank-feed stub contacts which Xero only auto-creates when a bank debit cannot be matched to an AP bill — meaning some payments are being made outside the normal AP flow. Plus duplicate invoices on the same day, bulk voiding of earlier batches, and deleted customer-side invoices to a related-party. Forensic detail in §6.
  3. Critical Clients of ECV Aged Care 2025 is publicly editable. 2,500+ client records. Version history confirms "All anonymous users" plus a shared "Essential Care Victoria" account are editing it live. Fix today (§5.1).
  4. High No written contracts with any associated provider. Verified across multiple staff interviews. Onboarding is an email + PowerPoint on Google Sheets use. Vetting is a phone call and a Google Reviews search. No police checks, WWVP cards, insurance certificates confirmed anywhere. This is the s11(6) obligation EC is not yet meeting.
  5. High Reported INV # is the associated-provider's invoice TO EC, not a Square customer invoice — one contractor invoice batches many client jobs. Reconciles to Xero AP, not Square AR.
  6. Mixed Mixed news on the Google Workspace gap. DNS lookup shows essentialcarevictoria.com.au has MX records pointing at Google — meaning EC mail IS delivered via Google. But interviews say staff use Outlook, Gmail, and personal-Gmail workarounds, and every Google Sheet in this memo is owned by a personal Gmail. The fix is easier than a full Workspace build — it is a configuration / migration exercise, not a greenfield procurement.
Section 2

Sheet inventory

# Title Owner (Gmail) Role Access setting Size
1Clients of ECV Aged Care 2025nowal.hajiali@gmail.comMaster DA + Transport completed log; Uthman invoices clients from this sheet; HM team reports DA + Transport to DEX from it.Public — anyone with link can EDIT4.6 MB
2Home Maintenencealexis.georgiou06@gmail.comHM intake + routing (Alexis's workbook). Waitlist for HM lives here. Tagged with associated-provider routing markers.Private621 KB
3Reportedkaltunmo2@gmail.comHM completed-job rollup — 31 tabs, one per associated provider. Feeds DEX. Tracks "reported on Brevity" vs "reported manually" rows.Private1.8 MB
4IRON LANDSCAPING - ZUHEBalexis.georgiou06@gmail.comPer-provider HM dispatch sheet — Alexis's area. Associated provider: Iron Landscaping (Zuheb).Private366 KB
5KY HOME MAINTENANCEriyanmohamed28@gmail.comPer-provider HM dispatch sheet — Riyan's area. Associated provider: KY Home Maintenance.Private170 KB
6Essential Careriyanmohamed28@gmail.comPer-provider HM dispatch sheet (general handyman) — Riyan's area.Private30 KB
7Kieran - I Mow 4 Uomniaali734@gmail.comPer-provider HM dispatch sheet — Omnia's area. Associated provider: I Mow 4 U (Kieran, Ballarat region).Public — anyone with link can READ31 KB
8Zakkowtharscek789@gmail.comPer-provider HM dispatch sheet — Kowthar's area. Associated provider: Zak/Prime Cuts gardening.Private46 KB

Other per-provider dispatch sheets exist (Ahmad, Ilyas, Ilhan, Burak, Naim, Lawn Empire Solutions, Black Iron Plumbing, Luke-Sparky, PCG-Karl, Alim, Jama, Aquavit-Kifah, Forefront-Tony, Bajabros-Corey, dgb REF, Adnan, Ahmed-AFR, Clean Embrace Vic, Joshua-Jims Mowing, Josh Watkins, GDAC-Damien Kiss, Larry-Geelong, Taylor-Jims Mowing, Ethan-Gippsland, Lawnlux, David Connect Service Solutions) — inferred from the 31 tabs in Reported but not yet shared with MR Labs. Each is presumed to follow the same schema as the six sheets we have.

Section 3

Data architecture — how the sheets connect

3.1 Who does what

LayerSheetPerson actually working in itPurpose
Intake — HM demandHome MaintenenceAlexis captures HM intake + waitlist; assigns to the responsible HM staff member based on area.HM routing + waitlist.
Intake — DA + TransportClients of ECV Aged Care 2025Nawal owns the sheet. The HM team (Alexis, Catelyn, Nohra, Ainul, Kowthar, Salma, Sima, Usman/Umar, Sumaya) all edit it — confirmed via version history.Master log for DA + Transport; Uthman's invoice source.
Per-provider HM dispatchVariousThe associated provider updates the sheet directly — recording time, worker, client, service. EC opens the sheet to them.Live job log that the contractor fills in as work is delivered.
HM rollupReportedThe HM team transcribe completed rows from the per-provider sheets into the appropriate tab here. Recent version history shows edits by Catelyn Sandars, Nohra Warda, Ainul Insyirah, Kowthar Scek.DEX reporting surface; "REPORTED ON BREVITY" vs "reported manually" tagging.

3.2 End-to-end flow (job lifecycle)

For a Home Maintenance job:

  1. Intake — a referral arrives (My Aged Care portal, client phone call, or rebooking request).
  2. Waitlist entry — Alexis (or the HM area owner) logs the request into Home Maintenence under the appropriate category (GARDENING / GUTTERS / HANDYMAN / PLUMBING etc.).
  3. Assignment to an HM staff member — Alexis routes the request to the responsible HM team member based on the client's area.
  4. HM staff member passes the job to an associated provider in their area and opens the corresponding per-provider dispatch sheet.
  5. Associated provider updates the dispatch sheet directly — records date, client, worker who attended, service performed, hours.
  6. Visit happens. Aged care worker attends, completes the job.
  7. Associated provider sends an invoice to EC via email, with before/after photos attached. The invoice number on that email is what goes into the INV # column in both the dispatch sheet and Reported. One contractor invoice can cover many jobs.
  8. HM staff member verifies the work against the photos and the dispatch sheet, then transcribes the completed row into two destinations:
    • (a) the matching tab in Reported (HM rollup), and
    • (b) the appropriate section of Clients of ECV Aged Care 2025 for client-facing invoicing and DEX reporting.
  9. DEX reporting. The HM team share DEX duty. Every HM staff member has access to DEX and reports jobs manually one at a time. This takes a significant portion of each HM team member's day — Alexis estimates ~2 hours, similar for the other HM staff.
  10. Client invoicing. Uthman uses Clients of ECV Aged Care 2025 as his source — he identifies rows ready to be invoiced (colour-coded) and raises the Square invoice to the client for the co-contribution.
  11. Client pays — via Square card link, or bank transfer.
  12. EC pays the associated provider — the invoice received in step 7 is entered as an AP bill in Xero and paid per Xero's usual AP workflow.

3.3 Cell + text colour as status system

The Clients of ECV Aged Care 2025 sheet uses a colour key (visible in row 1 of the Completed tab):

Colour / flagMeaning
Text in redInvoices already sent; row will move to orange when reported
OrangeReported to DEX
Pink / yellowNeeds prices + hours; reporting issue / not in portal; future booking; error
Header tags in row 1"needs prices + hours" · "reporting issue / not in portal" · "future bookings" · "reported" · "error"

Uthman uses this colour state to tell which rows are ready to be invoiced; the HM team use the same colour state to tell which rows are ready to be reported to DEX. Colour is the only status indicator — there is no "Status" column per se. Any bulk sort / filter / find-replace on this sheet risks wiping out the status tracking.

3.4 What the INV # actually means

The INV # column in Reported (and in the per-provider dispatch sheets) is not a Square customer invoice number. It is the associated provider's invoice to EC — the AP bill from the contractor.

Evidence: Essential Touch tab, rows 4–17 — INV # = 161 for all 11 rows, worker = "ahmed", completion dates 12/01/26 → 15/01/26. This is a single batched invoice from the associated provider covering 11 visits over 4 days. Then INV 188 appears at row 24 covering another batch. The number is very low (161, 188) — these are the associated provider's own running counter, not Square's (Square's invoices are in the 10,000+ range).

Implication for reconciliation:

3.5 Reported Essential Touch tab — the Brevity / manual split

The Essential Touch tab in Reported has two sections separated by empty rows and distinct headers:

  1. Rows 1–N with header "REPORTED ON BREVITY" (orange highlight on row 3). These are jobs that were reported into DEX via Brevity.
  2. A second block headed with a different label ("REPORTED MANUALLY" or similar) — every job since the Brevity cancellation.

3.6 Brevity — full history

What Brevity is: an NDIS-first scheduling / CRM / invoicing platform with a Xero integration, Square link, and — critically for EC — a DEX bulk-submission endpoint. Brevity was engaged on the premise that it would eliminate the manual DEX transcription burden that HM staff carry today.

"per active client, they charge you, I think like $7."

Kaltun — interview transcript

"I think each client is $6 something."

Ubah — interview transcript

Price: confirmed ~$6–7 per active client per month. A competing vendor they considered quoted $21/client. At EC's ~6,000 active clients, that translates to ~$10K/month. EC was demonstrably willing to spend that to solve the operational pain.

What EC has paid so far:

Why it failed:

"the general report, it didn't go through. That's what I'm fixing now. I had to go back 1,100 something clients to fix."

Ubah — interview transcript

"only one batch went through. And then the second batches we would do, they'll tell us, oh, there's an error… then we figure it out, it's been like two months past my deadline."

Kaltun — interview transcript

"it just didn't work… basically the value of it was actually the reporting. Because it didn't do that."

Alexis — interview transcript

Implication for the next workstream: the business case for a bulk-DEX-submission solution is already proven — EC was willing to pay $10K/month for it. The issue with Brevity was execution, not cost-benefit. A re-attempt with either (a) the competing vendor at $21/client, (b) a different DEX-aware product, or (c) a purpose-built integration has a clean business case. This should be treated as a known $10K/month addressable spend, not a speculative candidate.

Section 4

Who actually edits the sheets

Owning a sheet does not mean the owner is the person doing the editing. For the two most-trafficked sheets we pulled the live version history via Chrome on 24 April 2026.

4.1 Clients of ECV Aged Care 2025 — last 5 days of edit activity

Named editors in rolling edit sessions (most recent first):

Three observations:

  1. "All anonymous users" appears in every recent session. These are people editing via the public link without a Google account attached. This directly confirms the Privacy Act exposure in §5.1 — EC cannot identify who made what change, and the link has been opened beyond EC staff.
  2. "Essential Care Victoria" is a shared account. Someone is signed in to a generic account, not their own Gmail. No audit attribution.
  3. EC office staff AND associated-provider aged care workers both edit the sheet. EC staff (Alexis, Nowal, Catelyn, Kowthar, Salma, Sima, Usman/Umar, Sumaya, Ainul, Nohra) are editing it, which is expected. But Sundas Hanif, Crystal Moi, Basima, OMAR ALALWI, and Alysha Distefano — who appear as aged care worker names inside the per-provider dispatch sheets — are also editing the client master directly. Under Aged Care Act category-1 registration, this needs to be a controlled, attributed, auditable process. Today it is none of those things.

4.2 Reported — last 3 days of edit activity

Named editors:

Kaltun Mohammed owns this sheet but does not appear as an editor in the last 72 hours. The HM team — Catelyn Sandars, Nohra Warda, Ainul Insyirah, Kowthar Scek — are the ones transcribing completed rows from the per-provider sheets, tagging "REPORTED ON BREVITY" / "reported manually", and doing the DEX uploads. Kaltun's role is supervisory; she is not the daily operator.

4.3 What we cannot tell from version history

4.4 DEX access is via shared MyGovID — not individual logins

Kaltun set up the DEX portal originally:

"I set up the portal and I set up the DEX myself. So when I set it up, it obviously gave me access and it gave Mirah access and it worked out. But for some reason, I wasn't able to put anyone else on."

Kaltun — interview transcript

The MyGovID sitting on the shared office phone — used by the HM team when they need to submit DEX entries — is Mirah's. Kaltun in the same interview discusses liability implications using the phrase "it's his name" referring to Mirah.

Consequences:

The version-history data in §4.1 and §4.2 is the best proxy we have for DEX-reporting workload allocation. The HM team doing DEX includes Catelyn, Nohra, Ainul, Kowthar, Salma, Sumaya, plus Alexis — that's 7 people, not 4. At ~2 hours/day each, that's ~14 FTE-hours/day — closer to 2 FTE-equivalents burning on manual DEX transcription.

Section 5

Access & security — critical issues

5.1 Clients of ECV Aged Care 2025 — anyone with link can EDIT

This remains the highest-priority fix. 2,500+ clients' DOB, phone, address, Transport routines, Happy Helpers invoice numbers, client co-contribution amounts — all in a link-shared editable sheet. Version history confirms anonymous external editors are active in the sheet today.

Regulatory exposure:

Fix today: Nawal → File → Share → change "General access" from "Anyone with the link — Editor" to "Restricted — only listed people". Add the specific HM team + Uthman as editors. Remove the "Essential Care Victoria" shared account if it exists; each human gets their own named access.

5.2 Kieran - I Mow 4 U — anyone with link can READ

Smaller blast radius but still Ballarat-region PII. Omnia → same fix.

5.3 Domain + Google Workspace — corrected picture

DNS findings (24 Apr 2026):

So the domain IS pointing its mail at Google. The question is whether the Google side is a paid Google Workspace tenant (admin console, users, shared drives, audit logs, DLP) or an older Gmail-for-your-domain pointer (MX only, no tenant). The interviews don't resolve which. Either way, the practical reality observed is:

Implications:

Action — high priority:

  1. Confirm what's behind the Google MX record. Log in to admin.google.com as the named admin and determine whether an active Google Workspace tenant exists, what tier, and how many licences.
  2. If a Workspace tenant already exists: it's a configuration/migration job — create EC-owned accounts for every staff member, provision a shared drive, transfer ownership of the 8 sheets from personal Gmails to the shared drive. Minimal new cost.
  3. If the MX is just a Gmail-for-your-domain pointer without a tenant: register a Workspace Business Standard tier (~$18 per user / month), migrate mail, then do the sheet-ownership transfer.
  4. Either way: the short-domain essentialcarevic.com.au is not in play. All branding and auth should consolidate on essentialcarevictoria.com.au.

This is a meaningfully cheaper and faster fix than earlier framing suggested. Likely a 1–2 week engagement for the admin-console clean-up and sheet-ownership migration, not a greenfield Workspace procurement.

5.4 Associated-provider aged care workers editing the client master

Per §4.1, aged care workers employed by associated providers (Sundas, Crystal, Basima, OMAR) have edit access to the client master. Under category-1 aged-care-worker requirements (police checks, WWVP, data-handling training), these individuals should be screened — but there is no audit trail showing what they changed, when, or why.

Under the Aged Care Act 2024 s11(6), EC remains responsible for ensuring aged care workers engaged through associated providers meet the worker requirements. That includes handling of client information. The current access pattern does not demonstrate that control.

5.5 Square access is being given to staff who don't need it

From the Intake interview: the intake team "logs in Square" and uses it to look up clients by phone number as an ad-hoc CRM. They don't create invoices — Uthman does that — but they have the access to do so. Umar specifically calls Square "where most of the abuse is" (angry clients calling in about auto-sent invoice reminders).

Correct access structure:

Why it matters:

Interim (this week): rotate the shared Square password; if Square supports role-based sub-accounts, create view-only ones for intake; otherwise revoke shared-login access and have intake hand off invoice queries directly to Uthman / accounts. Permanent fix: stand up a proper CRM.

Section 6

Forensic — chart-of-accounts and AP integrity

6.1 Starting point — methodological note

Earlier internal drafts compared the Garden Maintenance expense line (account 470) against a single supplier's AP total. That comparison was wrong — the supplier in question does DA cleaning, and its bills code to account 472 Cleaning Services, not 470 Garden Maintenance. The "gap" framed in those drafts was a methodological artefact. Confirmed by sampling three invoices from that supplier (INV-0001, INV-0151, INV-0250) directly from Xero — all three reference account code 472.

The corrected FY25–26 YTD (1 Jul 2025 – 24 Apr 2026) expense-line split:

AccountP&L YTDStreamPrimary suppliers
470 Garden Maintenance$3,611,903HM gardeningIron Landscaping, YK Home Maintenance, Lawnlux, Zu Gardening, Burak entities, Aquavit, I Mow 4 U, ~10 others
471 Maintenance & Handyman$1,478,390HM handymanHandyman providers, same pooling problem
472 Cleaning Services$1,936,842DA cleaningMajor DA provider (~$916K), Happy Helpers, other DA providers
474 Transport taxi$531,843TransportUber / 13CABS / Ararat
476 Unassisted shopping$3,019DA
477 Wages & Salaries$1,473,522Internal payroll

6.2 The two real issues

(i) Chart-of-accounts pooling — accounts 470, 471, 472 are each a single pooled expense line aggregating ~10+ associated providers per account. There is no per-supplier breakdown on the face of the P&L. Without tracking categories or sub-accounts, management can't see which supplier is concentration-risk, which is growing, or which has a related-party flag. This is a data-integrity issue, not a missing-money issue. Fix = chart-of-accounts restructure.

(ii) Direct transfers backfilled with retrospective AP bills — the records show:

6.3 Supplier distribution across the four Client Expense accounts

Methodology note. The Xero aged-payables endpoint returns JSON blobs up to ~5MB per supplier, which exceeds typical tool size limits, so the individual per-supplier totals below are estimated from response file size and sampled bill amounts (±30% accuracy). The sum-of-parts estimate lines up with the P&L figure, so the direction is reliable even if individual lines are imprecise. Exact per-supplier totals need to be pulled either via Xero UI export or an Account Transactions report.
Associated provider Owner / natural-person name Approx AP volume FY25–26 YTD Notes
Iron LandscapingRiyan Mohamed~$1.0M – $1.4MDominant non-cleaning HM provider. Riyan also owns two EC operational dispatch sheets — relationship requires confirmation.
YK Home Maintenance & CleaningYusuf Mohamed~$0.7M – $1.1MSurname overlap with COO — needs ABN / directorship verification.
Black Iron Plumbing Pty LtdJoseph Bittar~$300K – $500KIndependent.
AquavitKifah El Houli~$100K – $200KIndependent.
Zu GardeningZuheb Mohamed~$100K – $150KSurname overlap.
Lawnlux MaintenanceRiyan Mohamed (same as Iron Landscaping)~$50K – $100KSecond AP contact registered to the same natural person — duplicate supplier record.
I MOW 4 U — Total Garden CareKieran~$80K – $150KBallarat region.
Building Care SolutionsNaim Hassen~$80K – $150KIndependent.
Naim Hassen (2nd contact, Home Maintenance)Naim Hassen~$30K – $60KDuplicate supplier contact for the same natural person.
Ilhan Canbolat — GardeningIlhan Canbolat~$20K – $40KIndependent.
BZ Property MaintenanceBurak Uslu$5,104 confirmedFirst of four Burak Uslu contact records.
Grand Property MaintenanceBurak Uslu$0 in periodSecond of four Burak Uslu contact records.
BURAK USLU F5166774991Burak UsluunknownThird.
BURAK USLU F7827326617Burak UsluunknownFourth. Same natural person billed under four different Xero contacts.
Rough implied AP total across all HM providers≈ $3.3M – $3.9MConsistent with the $3.61M P&L line.

6.4 Direct-transfer bypass of AP module — evidence

Unambiguous live evidence:

a. Xero has auto-created bank-feed stub contacts for direct transfers:

Xero only creates these stub contacts when the bank feed pushes a debit to the operational account that the matching algorithm cannot pair to an AP bill. The existence of two such contacts — both pointing to the same natural person — indicates direct-transfer events are happening outside the AP module. This aligns with what was described in the Accounts interview:

"she'd just transfer $25,000 — okay, what's that $25,000 for? There are invoices but… we've paid twice for the same invoice."

Elle & Mohamed — accounts interview

b. Six separate Xero contacts for one related-party supplier. The single supplier is fragmented across:

  1. Essential Touch Cleaning (main AP contact)
  2. kaltun mohamed (older contact, some FY23–25 activity)
  3. Kaltuun Mohamed (alternate spelling)
  4. kaltuun mohamed (third spelling variant)
  5. Transfer To kaltun mohamed CommBank (bank-feed stub)
  6. Transfer To kaltun mohamed NetBank (bank-feed stub)

Having six contact records for the same payee is a classic duplication-enabler — reconciliation can be done under any one of them, and the others obscure the total. This needs clean-up regardless of intent.

c. AP history shows bulk voiding and duplicate bills:

d. Deleted customer-side invoices. Xero shows deleted ACCREC (sales) invoices INV-242506, INV-242507, INV-242508 raised against the older "kaltun mohamed" contact — i.e. EC at some point treated the related-party as a customer, raised three invoices, then deleted them. Unusual. Possibly a journal-reversal workflow or possibly something that needs explanation.

6.5 Surname concentration — needs ABN verification before characterising

Stepping back, a secondary observation from the contact list is that several of the top HM suppliers share the same surname:

Important caveat: "Mohamed" is one of the most common surnames in the world. Surname overlap alone is not evidence of family connection. The concentration is worth investigating, but it is not grounds for framing as a "family supplier network" without:

The accurate framing is: surname concentration is notable and warrants investigation. If investigation confirms actual relationships, the disclosure exposure expands. If it doesn't, the concentration is just coincidence in a narrow pool of DA/HM suppliers in EC's network.

6.6 Recommended next forensic steps

  1. Export the Account Transactions report for account 470 directly from the Xero UI, grouped by contact. That gives an exact per-supplier breakdown of the $3.61M in one report.
  2. Verify ABN + directorship for Iron Landscaping, Lawnlux, YK Home Maintenance, Zu Gardening, and the four Burak-Uslu entities via ASIC. Confirm (or rule out) actual relationships before any external characterisation.
  3. Reconcile the six related-party contacts into one, retiring the five duplicates. Without this, supplier-level oversight cannot work.
  4. Reconcile the four Burak contacts similarly.
  5. Full bank-transaction ledger export for Business Account #1867 for FY25–26 YTD, filtered to AccountCode = 470, with counterparty narration — to quantify direct-transfer bypass exactly.
  6. Interrogate the three deleted ACCREC invoices (INV-242506 / -07 / -08) — why was the related-party invoiced as a customer, by whom, and why were they deleted?
Section 7

INV # reconciliation — spot check

With the corrected understanding, the cross-check that matters is:

Sample from Essential Touch tab in Reported:

Row in sheetINV #WorkerService date(s)$ billedAction
4–17 (11 jobs)161ahmed12–15 Jan 2026≈ $88 × 11 = ~$968Should match ONE Xero AP bill (invoice 161) from the matching supplier contact.
22–31 (~10 jobs)188ahmed22–28 Jan 2026≈ $88–$176 × 10Should match ONE Xero AP bill (invoice 188).
35+ (several)variesahmed29 Jan onwardsvariesShould match further AP bills.

Cross-check task:

  1. In Xero, pull AP bills for the corresponding supplier contact.
  2. Look for bills numbered 161, 188, and any nearby.
  3. If present → confirm the total $ on the bill equals the sum of the rows in Reported.
  4. If missing → either the bill was paid via direct bank transfer (bypassing AP — see §6.4) or the bill exists under a different supplier contact.

When the user runs this cross-check themselves, the right sample size is 20 randomly-drawn INV numbers across 3–4 different tabs in Reported. Discrepancies will fall into three categories: (a) present and matching, (b) present but different total, (c) missing entirely.

Section 8

Staff map — interview-verified

The staff map is built from full interview transcripts and cross-checked against Google Sheets version history. Alexis confirmed in her own words that she "leads HM" and that the HM org includes ~17 people. Ubah separately said total office headcount is "19 now, I think."

8.1 Leadership

PersonRole
Mirah AldaliCEO / Founder / Director. Registered provider's responsible person under s11 of the Aged Care Act. Logs into My Aged Care and DEX personally.
Kaltun Mohammed (Aldali)COO / Acting CEO. Owns Reported (supervisory). Not a daily editor of any sheet in the observed 72-hour window. Openly acknowledges the related-party arrangement with the major DA cleaning provider.
UbahManager (ex-ANZ, joined Jan 2026). Implemented the Brevity rollout. Maintains the CEO's Gmail inbox as a shared mailbox.

8.2 Intake & customer service

PersonRole
Umar / Usman AliIntake & customer service — the one intake hire interviewed. Takes inbound referral calls across all three streams, pre-filters by postcode, accepts referrals on HKITS (shared MFA), adds the client to the master waitlist sheets. Also uses Square as an ad-hoc CRM when clients ring about invoices. Proposed and now maintains a "Re-booking" tab for returning HM clients. Estimates the team onboards "30–40 people a day".

8.3 Home Maintenance team — ~17 people, area-and-service split

PersonSheet(s) ownedResponsibility
Alexis GeorgiouHome Maintenence routing workbook; IRON LANDSCAPING - ZUHEB dispatchHM Team Lead. Owns the overall routing. Runs the waitlist. Estimates a few hundred clients on the waitlist (Northwest alone ~250). Says minimum 2–3 month wait for gardening, 6–8 weeks for handyman.
Catelyn / Caitlin Sandarsnot yet sighted (per-area sheet)HM — Northwest gardening area lead. Most active recent editor of Reported.
Ainul Insyirah / "Shira"not yet sightedHM — Regional gardening area lead.
Nohra / Nora Wardanot yet sightedHM — Handyman / hand-demand services lead.
Riyan MohamedKY HOME MAINTENANCE + Essential Care dispatch sheetsHM area owner. The records show his name on the supplier-side contacts for Iron Landscaping and Lawnlux in Xero — relationship requires confirmation (see §6.5).
Omnia AliKieran - I Mow 4 U dispatchHM area owner — Ballarat region. Associated provider: I Mow 4 U (Kieran).
Kowthar ScekZak dispatchHM area owner. Associated provider: Zak / Prime Cuts.
Salma Mohamednot yet sightedHM — monthly-batch reporting/invoicing prep.
Sumaya Abdirahmannot yet sightedHM — reporting / invoicing prep (joined Feb 2026).
Sima / Seema Gemenot yet sightedSplit role — DA coverage + transport relief for Alisya.

8.4 DA + Transport team

PersonRole
Nawal / Nowal HajialiDA + Transport completed-log keeper. Owns Clients of ECV Aged Care 2025. Consolidates Uber / 13CABS / Happy Helpers / DA receipts. Also runs monthly transport reporting (~1,000 receipts / month).
Alisya / Alysha DistefanoTransport Bookings — sole point of contact. Carries a dedicated transport mobile.
Seema (= Sima Geme)Transport backup during Alisya's breaks; also DA coverage.

8.5 Accounts & invoicing

PersonRole
ElleAccounts — Xero reconciliation. Created her own personal Gmail for accounts department correspondence because the shared mailbox was overloaded. Flagged the direct-transfer pattern in her interview.
MohamedAccounts — Xero reconciliation.
UthmanSquare invoicing. Works from Clients of ECV Aged Care 2025 (from Jan 2026 specifically). Uses the colour-code status system to decide which rows are ready to invoice: Green = reported; Yellow = reporting problem; Black text = invoice not sent because contact data missing. Will invoice even $0 rows. Generates each Square invoice manually — client, line item (hours × rate), note.

8.6 Aged care workers visible in both dispatch sheets AND the client master

The following names appear (a) as workers in the Essential Care / per-provider dispatch sheets AND (b) as editors of the client master sheet in Google Sheets version history:

NameEmployed byRisk
Sundas HanifAssociated provider — aged care workerDirect edit rights on client master
Crystal MoiAged care workerDirect edit rights on client master
BasimaAssociated provider — aged care workerDirect edit rights on client master
OMAR ALALWIAssociated provider — aged care workerDirect edit rights on client master

Under Aged Care Act 2024 s11(6), EC (the registered provider) remains responsible for ensuring aged care workers — including those engaged via associated providers — meet the worker requirements. That includes police checks, WWVP cards, insurance, and handling of client information. The current access pattern (link-shared sheet with edit rights) does not demonstrate that control.

Section 9

Data quality issues in the current stack

  1. Worker name inconsistencies across and within sheets — "baris" / "baris & ranil" / "ranill" (typo) / "ranil and kalyana"; "aysha" vs "Alysha Distefano" vs "Alisya" (three variants of what may or may not be the same person). Breaks any worker-level productivity analysis and obscures the staff map.
  2. Service-type free-text — "lawn mowing" / "lawn mowwing" / "gardening: mowwing, whipper snipping, weeding". Same issue across Square data.
  3. Invoice number system overlap — three+ systems coexist: associated-provider internal counters (e.g. INV 161, 188); Happy Helpers 7-digit AP invoices (e.g. 7747269); Square 4-digit customer invoices (e.g. 8159590); old "#1–#25" system on Z+B tab; Kieran's own sequence (e.g. 11681, 11808, 13993).
  4. ~10% of Reported rows have no INV # — either invoicing is lagging or the row is duplicative.
  5. Headers polluted with instructions — every tab in Reported has header rows that say "ONLY PUT HERE ONCE JOB IS COMPLETED" etc. as data rows. Breaks programmatic import.
  6. Colour as status — all status information in Clients of ECV Aged Care 2025 is encoded as cell / text colour. Screen readers cannot parse it, bulk operations erase it, and it is invisible in any CSV export.
  7. Duplicate / double-tracked rows — same completed job appears in the per-provider dispatch sheet AND Reported AND Clients of ECV Aged Care 2025. Manual transcription at each hop.
  8. Long-tail dormant associated providers — Black Iron Plumbing, FOREFRONT-TONY, ALIM, Adnan each show 1–6 total rows in Reported. Each represents a CHSP-regulated associated-provider relationship that EC needs to continue meeting category-1 obligations for.
  9. Shared / generic accounts — "Essential Care Victoria" shared Google account appears in version history. No individual attribution when that account is in use.
Section 10

Recommendations — prioritised

10.1 This week (critical)

  1. Fix public sharing on Clients of ECV Aged Care 2025 — Nawal, set to Restricted. Remove the public link. Audit who has access; remove any non-EC editors that should not be there.
  2. Fix public sharing on Kieran - I Mow 4 U — Omnia.
  3. Confirm the Google Workspace tenant status per §5.3 action 1. This is the pre-requisite for everything in §10.2 and §10.3.
  4. Begin the supplier-concentration investigation per §6.6 — Account Transactions export by contact for account 470.

10.2 Within a month

  1. Transfer ownership of all 8 sheets from personal Gmails to an EC-controlled shared drive. Existing editors retain access. Ownership moves to EC.
  2. Normalise the per-provider dispatch sheet schema — same columns everywhere, a canonical Status column (not colour), a Data Validation dropdown for Worker name and Service Type.
  3. Archive historical rows in Reported into a Reported — Archive FY25 sheet to bring current-period Reported down to manageable size.
  4. Audit associated-provider AP contacts in Xero. Every firm in Reported's 31 tabs should have its own AP contact record. Reconcile duplicate contacts (Kaltun: 6, Burak: 4, Naim: 2, Riyan: 2).

10.3 Within 3 months (next phase)

The spreadsheet stack has outgrown what it can do. Priority next-phase outcomes:

1 Where this document references billable units, classification levels, or price caps in the context of the Department's transition program, the figures are based on HCP-program rules published October 2025. Equivalent CHSP-to-SAH transition mechanics have not yet been published by the Department; we are using HCP as the best available proxy. The transition itself is expected no earlier than 1 July 2027.