What does Lumin look like for care professionals?

Care professionals — particularly home care providers under Support at Home, NDIS providers, and similar — use Lumin in a way that's different from retirement villages and individual customers. The platform shape is the same, but the use pattern is built around participant coordination rather than community-building.

The shape of the use case

In a village, Lumin is about community — many people in a shared space, all on the platform, with broadcasts and group events as a central feature. For a care professional, Lumin is about coordination with individual participants in their own homes. Each participant has their own CareHub or Lumin App. The care professional reaches them through messaging, video calling, and signal-based check-ins, not through community broadcasts.

What the care professional has

Care professional staff (case managers, care coordinators, support workers) use:

• The Community Management Portal — same Portal as a village, configured for the care provider's model
• Participant directory — list of participants, their CareHub status, recent activity
• Messaging — directly to a participant's CareHub or Lumin App
• Calendar and reminder management — for appointments, check-ins, medication reminders
• Connection with the provider's own care management software — via Lumin Connect — so participant interaction flows into the existing record
• Activity signals — when participants are online, when reminders are missed, when alerts fire

What participants have

Participants in a care program use:

• A CareHub (where the program funds one) or the Lumin App on their own smartphone
• Communication with the care team through the same messaging interface they'd use for family Supporters
• Reminders set by the care team for medication, appointments, daily routines
• Emergency response through whichever plan they're on (typically Ease of Mind or Rest Assured) For participants, the experience is similar to using Lumin as an Individual — except the care provider, not just family, is in the picture.

Funding split

Care professional Lumin is typically funded in two parts:

• The Portal and care team's use is paid by the provider organisation
• The participant's CareHub (where applicable) is funded under the participant's individual funding pathway — usually Support at Home, less commonly NDIS or DVA — and the Lumin App is free for participants This split means a care professional can offer Lumin coordination to many participants without paying CareHub costs themselves; participant device funding flows through the participant's own program.

What's not in the care professional model

A few things to be clear about:

• Lumin isn't a clinical system. Care plans, assessments, clinical decisions don't live in Lumin. They live in the provider's care management software.
• Lumin isn't a replacement for in-person care. It's a coordination layer that reduces friction in the parts of care that don't need physical presence.
• Care professionals don't get the same visibility as Supporters. They see what their role requires — connection status, alerts, communication they've initiated. They don't see private messages between participants and their family Supporters.

Getting started

Care providers who'd like to use Lumin contact Lumin Support to start a conversation. Typical steps:

1. Initial conversation — what the provider is trying to achieve, what's currently in place
2. Scoping — which features are needed, what integration with existing systems, how many participants
3. Deployment — Portal setup, participant onboarding plan, staff training
4. Go-live and support — Lumin's 4-week intensive support period at the start, then ongoing Most care providers start small (a pilot cohort of 10–30 participants), prove the model, then scale.