SAH - Understanding a statement

Within the Statements module, users can view, download, and email statements as PDFs to their clients. These actions can be performed individually or in bulk.

Filtering Statements

Use the search and filter options to quickly locate the statements you want to view. In the example below, statements from November 2025 are being filtered:

You can search for a client by first name, surname, or full name using the client search field. The search now filters across your full dataset before results are displayed.

If your organisation has more than 200 statements for a given period, use the Load More button to continue loading additional records.

Single view / email / download

Within the Statements tab, use the action buttons on the right-hand side of the table to:

• Download the statement as a PDF.
  When the PDF button is clicked, the system creates a back-end task and notifies you once the job is complete.
  
  
  
  To access a completed job, open the Job Toolbar at the top of the screen and download your file.
  
  
  
• Email the client a PDF copy of their statement.
  
  
  Once sent, the system updates the statement status to reflect the email outcome. See Understanding Statement Email Statuses below for details on how delivery failures are surfaced.

Understanding Statement Email Statuses

When you email a client statement, TurnPoint tracks whether the email was successfully delivered and updates the statement status accordingly. The possible email-related statuses are:

• Emailed – The statement was successfully sent to the client's email address.
• Not Emailed – The email failed to send. This occurs when the client does not have an email address on file, or the email address is invalid.

If a statement shows a status of Not Emailed, hover over the status to see a tooltip explaining why the email failed. Common reasons include:

• No email address recorded on the client profile
• The email address on the client profile is invalid or incorrectly formatted

Resolving Email Failures

1. Navigate to the client's profile and update or add their email address.
2. Return to the Statements module and re-send the statement.

Previously, the system would show "Emailed" even when delivery failed — this has been corrected. If you have statements that were previously marked as "Emailed" but were never received by clients, check the client's email address and re-send.

Bulk Download PDF

Users can bulk download PDFs using either the single-select (2) or multi-select (1) options:

After selecting statements, choose one of two options for generating PDFs:

• Generate Separate – Creates individual PDF files and combines them into a single ZIP file for download.
• Generate Combined – Creates one single PDF containing all selected statements and packages it into a ZIP file for download.

Once the relevant option is selected, the system creates a back-end task and notifies you when processing is complete.

Completed jobs can be accessed via the Job Toolbar at the top of the screen, where the ZIP file can be downloaded.

Bulk Email Statements

Users can bulk email statements to clients using either the single-select (2) or multi-select (1) options:

Select to email statements using the bulk actions menu:

The system will track the emailed status and update each statement's status once completed. Any statements where delivery failed will show Not Emailed — hover over the status for the failure reason. You may need to refresh the screen to see updated results.

Statement Language Preference

TurnPoint can automatically generate SAH statements in a client's preferred language. When a client has a Language Preference recorded on their profile, their statement will be translated into that language before the PDF is produced — both for individual and bulk statement generation.

This feature is designed to support providers working with clients from culturally and linguistically diverse (CALD) backgrounds, removing the need for manual translation or separate communications.

Setting a Client's Language Preference

To enable translated statements for a client:

1. Navigate to the client's profile in TurnPoint.
2. Locate the Language Preference field (found in the client profile details section).
3. Select the client's preferred language from the dropdown.
4. Save the profile.

From the next statement generation onwards, TurnPoint will automatically translate the statement content for this client. No additional steps are required when generating statements — the language preference is applied automatically.

Note: If a client does not have a language preference set, their statement will be generated in English as usual.

Understanding Your SAH Monthly Statement

The SAH Monthly Statement PDF is structured into several sections, each providing a different view of the services delivered and budgets used during the statement period. Understanding each section helps you and your clients review statements with confidence.

Your Support at Home Summary

This section presents a summary budget table per funding type, showing the Opening Balance, amount Spent during the period, and the Closing Balance.

The Spent figure aligns precisely with the totals shown in the Services Affecting Your Budgets section, so clients can cross-reference both sections with confidence. These figures in turn align precisely with the Services You Received, Adjustments and Amendments sections.

Where the government has updated a client's budget allocation during the statement period, a callout is displayed in this section to clearly flag the change.

Example with Budget Variation since last statement

Services You Received

This section lists the services delivered to the client during the statement period, along with the cost of each service.

Where a service was claimed and then corrected via an amendment before the statement was generated — meaning both the original and the correction fall within the same period — the client will see a single combined row showing the net outcome. This prevents clients from seeing charges for services they were never separately billed for.

Services that were amended in a prior statement period continue to appear separately in the Amendments and Adjustments sections.

Services Adjusted For Previous Months and Amendments

The Services Adjusted for Previous Months section shows any services that have been claimed for prior months but not included in prior months statements.

The Amendments section shows any amendments to services that were originally claimed in a prior statement period. Each entry shows the original amount and the corrected amount, with the net difference (what the government/client is charged or credited) displayed clearly.

Services Affecting Your Budgets

This section provides a summary breakdown of how services have drawn down the client's funding, grouped by Funding Type and Service. The figures shown here reflect the correct signed amounts — amendments and adjustments that reduce the budget draw are now shown as negative values, so the totals accurately reflect net budget usage for the period.

Note: Each service may be claimed from multiple funding sources, so there are no units displayed in this summary area. Units will be shown on Case Management due to it being a 1:1 relationship.

Co-Contributions

This section lists any co-contribution invoices that apply to the statement period, along with the total new contributions for the month. The opening and closing balance figures that previously appeared here have been removed — these figures were a source of confusion and are no longer displayed.

The "New contributions this month" total is now calculated directly from the co-contribution items rendered in the statement, ensuring the figure always matches what the client sees in the itemised list.