About

The Department of Education, in partnership with Service NSW, has developed a digital solution that will simplify the sign-in experience for visitors and provide a streamlined, accurate and secure visitor record system for schools.  

Who is the School Visitor Check-in system for? 

To know who School Visitor Check-in is for, we must first understand its purpose. 

The School Visitor Check-in system supports two purposes: 

1. NSW Health contact tracing procedures (to fulfil Public Health Order in relation to COVID-safe check-in)
2. Secure, digital school sign-in procedures for visitors

How the system supports NSW Health contract tracing procedures (1) 

Everyone (except students) entering a school premises can check-in using a Service NSW QR code or School Concierge app ensuring NSW Health contact tracers have access to reliable records in the event a positive confirmed case of COVID-19 case at a school. 

Everyone in this instance is defined as every adult.   

• Teachers (includes casual teachers). 

• Non-teaching-based school staff (e.g SASS staff, canteen staff, GAs)

• Visitors (includes, parents/carers, contractors including cleaners and service providers like OHSC staff and volunteers).

How the system supports school sign-in procedures (2)  

Everyone (except students and school staff) can check-in at a front-office area ensuring school safety.  

Everyone in this instance is defined as the following: 

• Visitors (includes, parents/carers, contractors including cleaners, service providers including OHSC providers and volunteers).

Important milestone: When the Public Health Order ends

• School staff (teachers and non-teaching based school staff) will not have to use the School Visitor Check-in system when the COVID-19 Public Health Order ends. 

• Visitors (includes, parents/carers, contractors including cleaners, service providers including OHSC providers and volunteers) will continue to use School Visitor Check-in.

In summary, visitors and contractors will always use School Visitor Check-in but school staff will temporarily use it to comply with the Public Health Order since the system uses the Service NSW technology linking to the NSW Health COVID-contact tracing system. 

Exemptions

• School students or visitors under the age of 18 do not use the check-in system.  

• Schools on sites that are not operated by DoE and have existing visitor sign in processes (schools in a hospital or Youth Justice Centre) will be exempt from the system’s Go-Live in the system in Term 4. 

• Environmental Education Centres (EEC) will be exempt from the Go-Live date on 18 October 2021. These schools should continue their existing sign on process (including use of COVID-safe check-in).

When will the system be available to use? 

From 18 October onwards: School Visitor Check-in system will start rolling out across all NSW public schools for the audience defined in table 1.1. 

When the public health order ends, the audience defined in table 1.2 above will continue to use the system. 

Why is School Visitor Check-in being introduced? 

School Visitor Check-in aims to tackle one of the most burdensome tasks for school administrative staff – Working with Children Check compliance.  
 

It will provide schools with greater access to Government services, increase every school's privacy and security practices and remove the need for multiple, paper-based sign-in processes. 

How does School Visitor Check-in work? 

Watch the following parent and contractor videos to see how it works. 

The process is very much the same as COVID-safe check-in at NSW businesses.

Each school will have its own School Visitor Check-in QR code, as well as a School Concierge app. 

QR codes will be displayed in the front office area and visitors can check-in via the Service NSW app using their smartphone

If a visitor doesn’t have a smartphone, or if there is poor mobile phone coverage in the reception area, visitors can enter their details in the Service NSW webform using a school device. 

Once checked in, their details will appear on a secure, digital School Visitor Check-in Logbook, available only to designated school staff. 

Where will I be able to find the QR code to check-in?

QR codes will be visible and can be accessed from the school’s front office area only. 

Schools will place QR codes on windows/exteriors of the front office reception area, particularly for contractors and other after-hours visitors. 
 

QR codes will not be: 

• On display on gates or entrances unless it is temporary and meets the criteria under exceptions (see exceptions below).

• Displayed at offsite locations. School Visitor Check-in QR Codes are site-based, and a component of the front office/reception area.

QR codes will only be allowed at front office reception to ensure that everyone (except students) entering a school premises to ensure school safety and give NSW Health access to reliable records for contact-tracing purposes. 

There are some exceptions where a QR code (or webform on a mobile school device) may temporarily be placed in an alternative location to the front office. 

The following exceptions will apply: 

• In circumstances where it is highly impractical to attend the front office including:

• Persons assisting students with disability in the Assisted Student Transport Program).

• Assemblies or special events, where lots of visitors are expected. 
  
  
• For after-hours onsite service providers, including OHSC providers who accept visitors at alternative locations to the front office
  

Each school will have its own School Visitor Check-in QR code and School Concierge app.

You can scan this code using your mobile phone. 

Scanning the code takes you to the Service NSW app (if it’s installed). If the app is not installed on their phone, you will be taken to the School Concierge app.

What is a School Visitor Check-in Logbook? 

A School Visitor Check-in Logbook receives visitor records from the Service NSW app and School Concierge app. The platform was created by the department.

Visitors, contractors and staff check-in by scanning a QR code with their Service NSW app or School Concierge app.

The school will instantly receive the visitor record in their School Check-in Logbook - a new platform developed by the department and available in MyEssentials. 

Who has access to records in the School Visitor Check-in Logbook? 

 Only the school principal and designated school staff will have access to the School Visitor Check-in Logbook for their own school.  

Departmental staff (e.g., School Infrastructure NSW and Information Technology Directorate) will have access to the Logbook for support purposes.

Service NSW and other external bodies do not have access to the Logbook.  

Who has access to the School Visitor Check-in Logbook?

Only the school principal and designated staff will have access to the School Visitor Check-in Logbook for their own school.   

Departmental staff (e.g. School Infrastructure NSW and Information Technology Directorate) will have access to the Logbook for support purposes.  

Service NSW and other external bodies do not have access to the Logbook.  

For further details, please see the School Visitor Check-in collection statement.

Who has access to the School Visitor Check-in contact details that are captured for COVID-19 contact tracing purposes?  

Access to the visitor contact details (name and phone number) that are captured and stored on the NSW Government database for COVID-19 contact tracing purposes, is restricted to authorised personnel in Service NSW and NSW Health.  

NSW Government regulatory bodies are also able to view the total number of COVID-safe check-ins for any registered COVID-safe business. Regulatory bodies do not have access to visitor contact details.  
 

Data, security and privacy

Information of visitor records - contact details, visitor type, check-in time, date and location, reason for visit will be stored by the NSW Department of Education on a secure database.   

• Information will be kept for 7 years in line with record keeping requirements after which a review to decide to eliminate the records will be made. This process is consistent with the Department of Education’s records management procedures.   

• Check-in information such as contact details, check-in time, date and location will also be captured and stored on a secure NSW Government database for COVID-19 contact tracing purposes. This information can only be accessed by authorised personnel in Service NSW and NSW Health and will only be used by NSW Health for the sole purpose of COVID-19 contact tracing.    

• The check-in information stored for COVID-19 contact tracing will only be retained for 28 days on the NSW Government database, after which time it will be destroyed.   

• Check-in information used by NSW Health for COVID-19 contact tracing purposes may be retained for more than 28 days in accordance with the Public Health Order.    

• Access to the visitor contact details (name and phone number) that are captured and stored on the NSW Government database for COVID-19 contact tracing purposes, is restricted to authorised personnel in Service NSW and NSW Health. NSW Government regulatory bodies are also able to view the total number of COVID Safe Check-ins for any registered COVID Safe business. Regulatory bodies do not have access to visitor contact details.  

What if I don’t have a smartphone or an internet connection, how do I check-in?  

You can check-in via the School Concierge app using a school device. Ask the staff at reception for help. 

The QR code doesn’t work for me, what do I do? 

Ask the school staff at reception to check-in using the School Concierge app on a school device.

Unable to scan School QR code using their devices’ camera

• Please close all phone applications and attempt scanning the QR code via the camera again.

• Please download and/or open the Service NSW app, click on “School Check-in” in the tools menu and scan using the in-app camera. If there are still issues, the school can log visitor details manual using this spreadsheet.

Unable to scan School QR code using the Service NSW app

• Please close the application and attempt scanning the QR code via the device camera. 

• Please close the Service NSW app, re-open, click on “School Check-in” in the tools menu and scan using the in-app camera. 

Incorrect school name appearing on check-in screen (Android phones)

• Ask the visitor to re-scan the QR code.

• Ask the visitor to scan a different QR code for the same school.

The self-serve webform isn’t loading 

• Please close browser and all applications and attempt to rescan QR code 

• Please ensure they are using the most up to date browser

Trouble logging into their MyService NSW Account

• Please close MyService NSW app and restart 

• Check if your Service NSW app is up to date

• Check if your device time is correct NSW time

• Check if your app has permission to access mobile data

• Check if the you're connected to wifi or mobile data is switched on and enabled

Technical issues with submitting check-in (e.g receiving error message when checking in)

• Please close Service NSW app and restart

Check if: 

• Service NSW app is up to date

• Device time is correct NSW time

• App has permission to access mobile data

• There is wifi or mobile data is switched on and enabled

Forgot pin to login to Service NSW app

• Please ask the customer to call 13 77 88 to reset pin. Note: number is only to be used for assistance with pin reset, not for any other School check-in issues.

I have a concern or would like to ask a question, who can I email?  

Please contact your school.