How one service replaced manual weekend work with a reliable, system-led SMS workflow
About Excellence In Care
Excellence In Care is a long-standing family day care service operating across South-East and North Queensland. They have partnered with HubHello for more than a decade, consistently prioritising reliability, safety, and strong educator support in their operations.
The Challenge
Attendance submission is a critical compliance requirement tied directly to CCS claims and audit accuracy. However, Excellence In Care was relying on a manual and fragile communication process that made this requirement difficult to meet.
Key issues included:
- Many educators were missing reminders because they did not have email accessible on their phones.
- Weekend reminders were sent from an emergency phone, requiring staff to copy numbers, rewrite messages, and rely on whoever held the device.
- Using personal devices meant there was no record of who received a reminder or when it was sent, creating compliance and governance risk.
- When reminders were delayed or missed, attendance submissions were often late, slowing downstream tasks for the team.
The process was time-intensive, inconsistent, and placed unnecessary pressure on staff during weekends.
The Solution
To address these challenges, Excellence In Care introduced HubHello SMS, giving the service a direct, reliable, system-controlled way to remind educators who had not yet submitted attendances.
By shifting all reminders into HubHello:
- SMS messages reach educators instantly and are far more visible than email.
- Every message is logged and timestamped, giving the service a complete and defensible audit trail.
- Communication no longer relies on personal devices or manual copying.
- Educators receive reminders through one predictable and consistent channel.
- Staff no longer need to carry out weekend follow-ups or manage an emergency phone.
The workflow became fully system-led, reducing manual effort and eliminating failure points.
The Results
Since adopting HubHello SMS, Excellence In Care has achieved clear operational and compliance benefits:
- More timely and consistent attendance submissions.
- Removal of governance and compliance risks through logged and traceable messaging.
- Reduced manual workload, particularly on weekends.
- Improved communication transparency, with full visibility of who was contacted and when.
A scalable communication foundation, enabling future use of SMS for families and combined email+SMS workflows.
What’s Next
With a stronger, system-led communication process in place, Excellence In Care is looking to broaden its use of HubHello across additional workflows. They are exploring SMS communication for families and considering how email templates and SMS can work together to further streamline and enhance their communication approach. By continuing to centralise communication within HubHello, the service strengthens digital trust, supports consistent operations, and builds an even more resilient compliance framework for the future.
