This FAQ explains how the Unified Vendor Portal and Support Network Access functionality work in Sygnal, including vendor onboarding, staff management, roster visibility, payroll and invoice reporting, and how providers can search for and onboard vendor staff.
1. What is the Sygnal Vendor Portal?
The Vendor Portal is a secure Sygnal workspace that allows approved vendor organisations to manage their staff and view the shifts assigned to them by Sygnal providers.
Through the Vendor Portal, vendors can:
- Add and manage staff members
- Upload staff in bulk or integrate staff from an existing external system
- View staff availability and current work status
- View assigned shifts and roster statuses
- Generate payroll reports
- Generate invoice reports
The Vendor Portal allows staffing, roster, payroll, invoicing, and related vendor activities to be managed from one central location.
2. What is Support Network Access?
Support Network Access allows Sygnal providers to search for active and available staff supplied by approved vendor organisations.
Providers can use the Support Network to:
- Search for qualified vendor staff
- Filter staff by location, designation, services, and availability
- Review staff profiles, skills, and ratings
- Add selected vendor staff to their Team Member list
- Assign vendor staff to one or more subsidiaries
- Roster vendor staff using the existing Sygnal roster process
This provides providers with faster access to additional staff, particularly for urgent, last-minute, or high-priority shift requirements.
3. Who can access the Vendor Portal?
The Vendor Portal is available to vendor organisations that have been onboarded and approved by the Sygnal administration team.
After approval:
- A vendor account will be created
- The required vendor users will be created
- Login credentials will be provided to authorised vendor users
- The vendor can begin adding or integrating staff into the portal
Only approved and authorised vendor users can access the Vendor Portal.
4. How does a vendor log in to the Vendor Portal?
Approved vendor users can log in from the Sygnal home page by selecting the Vendor Login option.
The vendor user must enter the username and password provided during the onboarding process.
Once logged in, the user will be directed to the Vendor Portal and can access the functions available to their vendor account.
5. What functions are available in the Vendor Portal?
The main functions available to vendors include:
- Staff Management
- Staff Bulk Upload
- Roster Calendar
- Payroll Report
- Invoice Report
These functions allow vendors to manage staff information and track the operational and financial activities associated with staff assigned to Sygnal providers.
6. How can a vendor add staff to the Vendor Portal?
Vendors can add staff using either of the following methods:
Staff Bulk Upload
The vendor can download the standard Sygnal staff upload template, complete the required staff information, and upload the file through the Staff Bulk Upload page.
During the upload:
- The system validates the uploaded file
- Invalid or missing information is identified
- Valid staff records are added under the vendor organisation
- Uploaded staff become available in the vendor’s Staff Management view
The vendor should correct any identified validation errors before attempting to upload the affected records again.
Direct System Integration
A vendor may also integrate its existing staff on the support network to the Sygnal Vendor Portal.
Direct integration must be configured with the relevant vendor and Sygnal administration teams.
7. What information is available in Staff Management?
The Staff Management page displays all staff members onboarded under the vendor organisation.
The vendor can view information such as:
- Staff name
- Active or inactive status
- Availability status
- On-duty status
- Basic staff information
- Contact information
- Staff designation
- Services and skills
- Staff ratings
- Other available professional information
This allows the vendor to maintain visibility of the staff supplied through the Sygnal Support Network.
8. What do the staff statuses mean?
Vendor staff may have different statuses depending on their current record and availability.
Active
The staff record is active within the Vendor Portal and may be available for provider searches.
Inactive
The staff record is inactive and will not be available for new provider onboarding or roster assignments.
Available
The staff member is currently available to be added to a provider’s Team Member list.
Only staff with an Available status can be added by a provider through Search Market Staff.
On Duty
The staff member is currently working or has an active shift based on the available roster information.
9. When does vendor staff become visible to providers?
Vendor staff becomes available through the provider’s Search Market Staff page when the staff record is active and eligible to be displayed through the Support Network.
Providers can search and view active vendor staff, but only staff with an Available status will have the Add to My Team Member List option.
Inactive or unavailable staff cannot be newly added to a provider’s Team Member list.
10. What can a vendor see in the Roster Calendar?
The Vendor Roster Calendar allows the vendor to view shifts assigned to its staff by Sygnal providers.
For each available shift, the vendor can view information such as:
- Shift date
- Shift start and end time
- Staff name
- Shift location
- Shift status
- Shift service or funding type
The shift type may include:
- NDIS
- Aged Care
- Private
- iCare or Insurance
- Not Billable
- Other configured service types
The information displayed depends on the shift details recorded by the provider.
11. Which shift statuses are visible to the vendor?
The Vendor Roster Calendar reflects the current status of the assigned shift.
The status may progress through stages such as:
- Published
- Accepted
- Approved
- Invoiced
- Cancelled
The displayed status is updated as the provider and staff member complete the existing Sygnal roster and approval workflow.
This gives the vendor visibility of whether the shift has been assigned, accepted, completed, approved, invoiced, or cancelled.
12. Can vendors filter the Roster Calendar?
Yes.
Vendors can use the available Roster Calendar preferences and filters to narrow the displayed information.
Depending on the available filter options, the vendor may filter shifts by:
- Date range
- Staff member
- Shift status
- Shift location
- Shift type
- Service or funding type
This allows the vendor to review the relevant roster information for selected staff members or reporting periods.
13. Can vendors generate payroll reports?
Yes.
The Payroll Report page allows the vendor to generate a payroll report for its staff for a selected reporting period.
Eligible shifts can be included once they have reached the required approval or invoicing stage.
The vendor can:
- Select the required date range
- Generate the standard payroll report
- Review the staff and shift information
- Download the generated report
The report can be used by the vendor to support its internal payroll processing.
14. Can vendors generate invoice reports?
Yes.
The Invoice Report page allows the vendor to generate an invoice report for a selected period based on eligible staff shifts.
The report may include:
- Staff information
- Shift information
- Shift duration or units
- Unit amount
- Billing amount
- Total amount for the selected period
A standard invoice report template is available for generation and download.
The invoice information is based on the relevant shifts and the applicable billing stage within Sygnal.
15. How can a provider search for vendor staff?
A new option called Search Market Staff is available from the provider’s Team Member list.
To access it:
- Log in to the Sygnal Provider Portal.
- Open the Team Members module.
- Select Search Market Staff.
- Use the available filters to find suitable vendor staff.
- Review the staff profile.
- Add the selected staff member to the provider’s Team Member list.
The search results display eligible staff supplied by approved and integrated vendors within the Sygnal Support Network.
16. What filters are available in Search Market Staff?
Providers can search for vendor staff using the following criteria:
- Staff Name
- Staff Status
- Location
- Staff Designation
- Services
The Location filter supports location information such as:
- Suburb
- City
- Postal code
Providers can use one or more filters to identify staff who meet their roster and service requirements.
17. What actions are available for each staff member?
Each eligible staff record provides the following actions:
View Staff Profile
This opens a read-only staff profile containing the information made available through the Vendor Portal.
Add to My Team Member List
This allows the provider to add an available vendor staff member to its own Team Member list.
The Add to My Team Member List option is available only when the staff member’s status is Available.
18. What information can providers see in the staff profile?
Selecting View Staff Profile opens a read-only profile containing the staff information available through the Support Network.
This may include:
- Staff name
- Contact information
- Location
- Staff designation
- Services
- Skills
- Availability
- Staff ratings
- Other available professional information
The market profile cannot be edited by the provider before the staff member is added to the provider’s Team Member list.
19. How does a provider add vendor staff to its Team Member list?
When the provider selects Add to My Team Member List, the system displays a confirmation window with the following message:
“Are you sure you want to add this staff to your team member list?”
The provider must then select the subsidiary or subsidiaries to which the staff member should be assigned.
Subsidiary selection is mandatory.
If the logged-in user has access to multiple subsidiaries, the system displays the available subsidiaries and allows the staff member to be assigned to one or more of them.
The provider can then select one of the following options:
- Add and Continue Market Search
- Add and Go to Team Member Profile
20. What happens when “Add and Continue Market Search” is selected?
When Add and Continue Market Search is selected:
- The staff member is added to the provider’s Team Member list
- The staff member is assigned to the selected subsidiary or subsidiaries
- The staff record is created as an active Team Member
- The provider remains on the Search Market Staff page
- The provider can continue searching for additional staff
The market search result will indicate that the staff member has already been added to the provider’s Team Member list.
21. What happens when “Add and Go to Team Member Profile” is selected?
When Add and Go to Team Member Profile is selected:
- The staff member is added to the provider’s Team Member list
- The staff member is assigned to the selected subsidiary or subsidiaries
- The provider is redirected to the newly created Team Member profile
- The provider can review and update the provider-specific staff information
Once added, the profile follows the existing Team Member management process in Sygnal.
22. What information is automatically set when vendor staff is added?
When vendor staff is added to a provider’s Team Member list, the following values are automatically applied:
- Team Member Type: Staff
- Employment Type: Contractor
- Service Start Date: The date the staff member was added to the provider’s Team Member list
The provider can then complete or update any additional information required for its internal operations, subject to the existing Sygnal permissions and validation rules.
23. Can the same vendor staff member be assigned to multiple subsidiaries?
Yes.
A provider can assign the same vendor staff member to multiple subsidiaries under the same provider organisation.
The staff member can be:
- Added to one subsidiary initially
- Assigned to multiple subsidiaries during the onboarding process
- Assigned to additional subsidiaries later
The system will not prevent the provider from assigning the staff member to another subsidiary merely because the staff member is already associated with an existing subsidiary under the same provider.
24. Can different providers add the same vendor staff member?
Vendor staff may be made available to multiple providers through the Support Network, depending on the staff member’s active and availability status.
Each provider manages the staff member within its own Team Member list and subsidiaries.
The staff member’s shifts, roster activities, approvals, payroll information, and invoice information are managed according to the relevant provider assignment.
25. What happens after vendor staff is added to the provider?
Once added to the provider’s Team Member list, the vendor staff member follows the existing Sygnal staff workflow.
The provider can:
- Review and complete the Team Member profile
- Assign the staff member to relevant services
- Associate the staff member with the required subsidiaries
- Include the staff member in roster searches
- Assign and publish shifts
- Process shift acceptance and attendance
- Approve completed shifts
- Process client billing and invoicing
Vendor staff operates in the roster in the same way as other eligible contractor staff, subject to the provider’s configuration and permissions.
26. How does a provider roster vendor staff?
After the vendor staff member has been added to the provider’s Team Member list, the provider can select the staff member during the normal roster creation process.
The provider can:
- Create a new shift.
- Select the required client, service, date, time, and location.
- Select the vendor staff member.
- Publish or force accept the shift according to the existing workflow.
- Complete the standard attendance and shift approval process.
The existing Sygnal roster validations, permissions, and approval workflows continue to apply.
27. How is roster information shared with the vendor?
When a provider assigns a shift to vendor staff, the relevant shift information is synchronised with the Vendor Portal.
The vendor can then view the shift through the Vendor Roster Calendar.
As the shift progresses, the calendar is updated with the applicable status, such as:
- Published
- Accepted
- Approved
- Invoiced
- Cancelled
This allows the vendor to monitor the work assigned to its staff without requiring separate communication for every roster update.
28. How are payroll and invoice reports affected by provider approvals?
Vendor payroll and invoice reporting is based on the shift status and the financial processing completed by the provider.
In general:
- Assigned or published shifts are visible for roster monitoring
- Approved shifts become eligible for the applicable payroll reporting
- Approved or invoiced shifts become available for the applicable financial reporting
- Cancelled shifts are identified as cancelled and are handled according to the existing cancellation and billing rules
The vendor should generate reports only after the relevant provider approval and invoicing activities have been completed for the reporting period.
29. What happens when a provider updates vendor staff information?
Provider-specific Team Member information can be managed from the provider’s Team Member profile after the staff member has been added.
Vendor-managed information continues to originate from the Vendor Portal or the vendor’s integrated staff system.
Only the vendor staff master data is synchronised between the Vendor Portal and Provider Portal according to the configured integration and data ownership rules.
Roster, shift status, payroll, and invoice information generated through provider activity will continue to be reflected in the Vendor Portal.
30. What happens when vendor staff becomes inactive or unavailable?
If the vendor staff member becomes inactive:
- The staff member will no longer be available for new market onboarding
- The staff member cannot be newly added by providers
- Existing roster and historical records remain available according to the standard Sygnal workflow
If the staff member becomes unavailable:
- The staff profile may not remain visible in the market search
- Existing provider assignments and historical records will remain the same.
Providers should review staff availability before assigning new shifts.
31. Why do I see the “Need access to Support Network Market Staff?” message?
When you select Search Market Staff from the Provider Portal, you may see the following message:
This message means that the Support Network Market Staff functionality has not yet been enabled for your provider organisation.
Access to this feature requires approval and activation by the Sygnal Administration Team.
To request access:
- Contact the Sygnal Administration Team.
- Request that Support Network Market Staff access be enabled for your provider portal.
- Provide your provider organisation or tenant details if requested.
- Once the request has been reviewed and approved, the feature will be activated for your portal.
After activation, authorised users will be able to open Search Market Staff, search for available vendor staff, review staff profiles, and add suitable staff members to the provider’s Team Member list.
User permissions and subsidiary access may still apply after the feature has been enabled.