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A complete management system for child supervised contact centres. Cases and sessions, CQC and Ofsted registration tracking, rota and shifts, HR and safer recruitment, staff training, and safeguarding records, all in one secure place.
Contact Centre Manager is built specifically for child supervised contact centres. It brings case files, room bookings, session outcomes, and safeguarding records into one system, with role-based access for managers, supervisors, HR managers, training managers, and designated safeguarding leads.
The system spans six modules: Contact Centre (cases, children, contact persons, sessions, rooms, and incidents), Registration Projects for CQC or Ofsted registration, Rota and Shifts, HR and Employee Records, Training and Learning, and Safeguarding. Each module is its own page with its own set of tabs, and the same page shows different things to different people based on their role.
The scale of what comes built in.
Every family, child, and contact person recorded clearly and linked together.
One record per family or referral, with a case number, referral source, court order reference, status (Active, On Hold, or Closed), and case notes. Managers can add and edit cases; supervisors see a read-only list for context when running sessions.
Linked to a case using the Case dropdown. Records date of birth, school or nursery, and notes such as allergies or preferences.
The visiting parent or relative, linked to a case. Records relationship, phone number, ID verification status, and background check dates.
A clear view of every room, every session, and every supervisor.
Scheduled visits with case, date, start and end time, assigned room, and assigned supervisor. Room conflict detection automatically flags overlapping bookings before a session is saved.
An at-a-glance view of today's sessions and the upcoming week. Supervisors see only their own; managers see everyone's.
Manage physical spaces with name, capacity, and location. This populates the room dropdown when scheduling a session.
Supervisors record attendance outcomes (attended, no-show, or cancelled) and write a free-text supervisor report. Voice dictation is available: tap the microphone button to dictate the report hands-free in Chrome or Edge.
A dedicated process for anything that needs escalating.
Track the whole registration process for a new service, from initial application to approval.
Each project comes with a checklist of tasks grouped by category: Governance, People, Policies, and any service-specific items. Update each item's status as you go: To Do, In Progress, Blocked, or Done. Changes save immediately.
Upload documents (PDF, Word, or image, up to 20MB), optionally linked to a specific task. Your consultant reviews and marks each as Approved or Needs Revision, with a note if something needs fixing.
A notes section for back-and-forth messaging with your consultant. Both parties receive an email when a new note is added, keeping communication tracked in one place.
Named members see their project directly; no searching required. Consultants review uploaded documents and provide feedback. Managers and admins have full oversight.
Staff scheduling with swap requests and manager approval.
The rota page opens on My Shifts: today's and this week's shifts for the logged-in staff member. A Full Rota tab shows the whole team's schedule.
Staff click Confirm next to any upcoming shift to acknowledge they are aware of it.
Staff can request a swap on any shift, with an optional note for their manager. Other staff can offer to cover. A manager has the final say: they approve or reject the swap. The shift only changes hands once approved.
Managers create shifts by choosing the staff member, date, time, role, and room. The system warns if that person already has an overlapping shift.
Personal records, leave management, and safer recruitment, with privacy by design.
Each staff member sees their own employee record only. There is no way to browse anyone else's, by design.
Staff submit leave requests with type, start date, and end date. Requests appear as Pending until a manager approves or rejects them.
Completed courses and renewal dates are listed on the HR record. For taking courses, see the Training and Learning module.
Staff can upload and view their own documents (ID, certificates, etc). Only an HR Manager can delete a document.
A confidential vetting checklist for HR Managers: DBS and barred-list checks, references, right to work, and so on. Deliberately not shown to the employee it is about, in line with normal safeguarding practice.
Assigned courses, module progress, quizzes, and a full training matrix.
Every course assigned to a staff member, with status and due or expiry date. Staff click Start (or View if already complete), work through each module, and mark each as viewed. If there is a quiz, they answer and submit to see their score immediately.
Green: complete and valid. Amber: expiring within 30 days. Red: overdue or expired. Blue: in progress. Grey: not started or not enrolled. Gaps are easy to spot at a glance.
Managers tick Mandatory for roles on a course to auto-enrol everyone in those roles, including anyone given that role afterwards. The Training Matrix tab shows every learner against every course at a glance. Assign Training lets managers assign any course to any individual outside the automatic plan.
Restricted access, body maps, and concern logging for designated staff only.
This section supports record-keeping. It does not replace your safeguarding policy or statutory duties. Always escalate a concern to your Designated Safeguarding Lead and follow your local safeguarding procedures without delay.
Access is deliberately restricted. Only staff specifically assigned as a Designated Safeguarding Lead or Safeguarding Keyworker can open the Safeguarding page. It is not given automatically to managers or supervisors the way other sections are.
A simple outline diagram to record the location of a physical mark or injury, in the young person's own case record. Click a point on the front or back diagram to place a marking, then describe it in words: location, size, and appearance. A second staff member is named as witness. Once finalised, the record locks permanently; use Add Addendum to add further information without changing the original.
From the young person's page, click Log a Concern, choose a category, and describe what happened and what immediate action was taken. Record who it was referred to (LADO, social worker, police, or MASH) if applicable. A Designated Safeguarding Lead reviews and closes it once resolved.
Each role scoped to exactly what the job requires.
| Area | Everyone Can View | Can Create / Edit | Full Control |
|---|---|---|---|
| Cases, Children, Contacts | Supervisors (read-only) | — | Managers |
| Sessions | Everyone assigned | Supervisors (own sessions) | Managers |
| Rooms | Supervisors (read-only) | — | Managers |
| Incidents | Own sessions (Supervisors) | Supervisors (own) | Managers |
| Registration Projects | Assigned member/consultant | Member & consultant | Managers/Admins |
| Rota | Everyone (full team view) | Own shift (confirm, swap) | Managers |
| HR Record | — | Own record (limited fields) | HR Managers |
| Training | — | Own courses | Training Managers |
| Safeguarding | Assigned keyworker only | Assigned keyworker | Designated Safeguarding Lead |
The same page shows different things to different people. A supervisor sees only their own sessions and shifts; a manager sees everything. Capability checks are filterable, so permissions can be re-mapped without editing any code.
Dictate session reports hands-free. No subscription or additional cost.
A microphone button appears beneath text fields throughout the system, including session reports. Tap to start, speak clearly, and tap again to stop. Your words appear as a live preview before being added to the text field. It works in Chrome and Edge; if the button is not visible, the browser does not support it and typing works as normal. It transcribes plainly without voice commands for punctuation, so a quick read-through is recommended.
Built to connect with other systems, not just sit on its own.
Every record stored as standard WordPress data, fully exportable and backup-friendly.
| Record Type | Purpose |
|---|---|
| Case | Family or referral file |
| Child | Child linked to a case |
| Contact Person | Visiting parent or relative linked to a case |
| Session | A single scheduled supervised visit |
| Room | A physical space used for visits |
| Incident | A logged incident, optionally linked to a session |
Data is stored as standard WordPress records, visible in the normal admin area, exportable, and compatible with standard WordPress backup tools. Deactivating the plugin never deletes any data.
Contact Centre Manager is a WordPress plugin, not a subscription SaaS product. That changes what you own, what you pay, and who controls your data.
Contact Centre Manager runs on your own WordPress hosting. Your case files, session records, safeguarding records, and incident logs stay on your server, under your control. No third party can hold your data hostage or cut off your access.
No monthly subscription, no per-user fees, no price hikes. You buy Contact Centre Manager once and it is yours. Ideal for contact centres, often charities or small organisations, working with a tight budget.
WordPress powers over 40% of the internet. Your software runs on a mature, secure, constantly updated platform with a worldwide developer community. You are not relying on a small startup that could disappear.
Staff and managers never see the WordPress admin area. All modules run entirely from the front end. If you can use a website, you can use Contact Centre Manager. No technical knowledge required.
Your data stays on your hosting. We do not have access to your case files, child records, safeguarding records, or incident reports. No data harvesting, no advertising tracking. GDPR compliance is built in.
You are not tied to us for the life of your service. You can manage your system independently, add extensions as your centre grows, and configure permissions to match your safeguarding requirements.
All records are stored as standard WordPress data, fully exportable and compatible with standard backup tools. Deactivating the plugin never deletes your data. You are never locked in.
Our team in Cheadle, Staffordshire, installs and configures Contact Centre Manager for your centre, migrates your existing data, trains your staff, and is on hand for go-live. Ongoing support from people who understand UK child contact services.
Get in touch to discuss your contact centre's needs and see how this system could fit your service.
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