Open a case in two minutes, post an update in one, and never let a follow-up quietly slip. Ten minutes, then you’re ready.
Tend is where we record and follow up pastoral care. It answers four questions: who is being cared for and how urgently; who owns each case and what happens next; is anyone falling through the cracks; and what patterns show up by community group.
It is private and invitation-only. It is not a chat app, not a diary, and not an emergency service.
There is no password. Each time you sign in, Tend emails you a link.
Open tend.citylightsdubai.org on your phone or computer. Add it to your home screen — it behaves like an app.
Within a minute you’ll get an email from Tend <Ryan@citylightsdubai.org> with a Sign in to Tend button. Tap it.
The link works once and expires after 15 minutes. If it’s expired, just request another.
You land on your dashboard and stay signed in on that device for about a week. After that, request a new link.
Nothing arrived? Check spam once, then make sure you typed the exact address you were invited with. If it still doesn’t come, ask Ryan to check you are active in Admin → Users.
Why no password? A password can be guessed, shared or written on a sticky note. A link that only reaches your inbox can’t. It is also what lets us switch someone off instantly if a phone is lost.
You see only the cases you are part of — the ones you opened, or were added to. Nobody else’s. If someone asks you about a case you can’t see, that’s by design: ask an administrator.
Every case carries a colour. Four people grading the same situation four different ways would make every report meaningless, so these definitions are shared and printed wherever you choose a colour. Tap a card.
Tend is a record-keeping tool, not an emergency service. If there is immediate risk to someone’s life or safety, contact emergency services first, then record it here.
Tap + New case. It is three short screens and should take under two minutes.
Search first. Type the person’s first name or surname. If they already exist, pick them — that keeps one person’s history together and avoids duplicates. The search shows names and community group only, never anyone’s case history.
If they are new, add first name, surname, and anything you know (preferred name, phone, community group).
Choose the care level (colour — the definitions are right there), the category (emotional / marriage / family / grief / spiritual / addiction / trauma / other), the care type (pastoral, professional, or both) and whether escalation is needed.
If you’re torn between two colours, pick the higher one and say why in the update — it is easy to come down later.
Name the go-to person (who coordinates this care — usually you), add anyone else walking with them, and tag an administrator.
Then write two things in plain words: Where things stand and What happens next, and set the next follow-up date. That date is the heartbeat of the system: Tend emails you the morning it arrives, and flags the case if it slips.
You must tag at least one administrator. Tend will not save the case without it. This is not distrust — it is how oversight works: no case can exist that no administrator can see.
Write as if it will be read later by someone who wasn’t there — because it will be, and because updates are permanent. Facts, what was said, what was agreed, what worries you. Initials are fine for third parties.
Open the case → Post update. This is the thing you will do most, ideally from your phone right after a conversation.
Everyone attached to a case. The go-to person coordinates; others walk alongside. Anyone on the case can add someone; the go-to can only be changed by reassigning. Only an administrator can add a Team member to an orange or red case.
“Can you look at this?” Ping a colleague on a case; they get a bell notification and an email, and acknowledge it so you know it landed. Use it instead of WhatsApp for anything about a person in care.
Private notes-to-self with a date and time (“call back Thursday”). Nobody else can see them — not even administrators. Tend emails you when one is due.
The bell holds everything in-app. Emails go out for new cases, updates on your cases, pings, follow-ups due that morning, and a Monday-morning digest of what you are carrying. Emails contain the case reference and the person’s name — treat your inbox accordingly.
You see the cases you are on. Opened by you, or added to by someone else. Not the rest.
You can’t browse the People directory. Knowing who has a care record is itself sensitive. When you open a case you search by name, and if the person already exists you link to them — the search shows name and community group only.
On a person’s page you may see “1 other care record you are not part of.” That means someone else is also walking with this person. Don’t assume you have the full picture — speak to an administrator.
Administrators see every case (except a few restricted ones). That is the oversight model, and it is why you must tag one when you open a case.
Five questions, instant answers. Nobody sees your score.
You want to open a case for someone. What is required before Tend will save it?
Who can see the case you just opened?
You realise last night’s update had a wrong date in it. What do you do?
Someone tells you they have been thinking about ending their life. First step?
What do administrators NOT see?
Tick these off as you go — this page remembers them on this device.
Can’t sign in? Request a fresh link; check you used your invited address; then ask Ryan to confirm you are active.
Not sure what colour? Choose the higher one and write why.
Something looks broken? Tell Ryan what you were doing and roughly when — the team can see errors and logs.
Pastoral questions (who should own this, should this be restricted): Ryan.