The following articles will show you how to properly setup important components of the Maica system to ensure proper operation. These components are crucial to Maica's lifecycle and enable efficient Service Delivery.

To explore each component in detail and access specific configuration guides, please visit their pages below:

1. Appointment Services

2. Support Items

How do I set up Overnight Availability Records?

To enable Overnight or 24 Hour Availability for a Resource, you must first properly configure an Operating Hour Record. To do so, follow the steps outlined below.

1. Search for Operating Hours in the App Launcher or directly from the Resource

In Maica, there are two ways to create your Operating Hours record, these are:

• Through the Salesforce App Launcher

• Directly from the Resource Availability Record

Follow the steps below to see how they both work:

In the Salesforce App Launcher, search for Operating Hours.

Then, simply select it to open the list view of all Operating Hours in your Maica instance, as shown below. Click New to begin populating your record.

Navigate to a Resource you wish to create an Overnight or 24 hour Availability record for. Then, under Availability, click New.

This will bring up the New Availability module, as shown below. Once here, navigate to the Operating Hours field, select it as if you were to assign an Operating Hours record, and click New Operating Hour.

After the pop-up is displayed, you will be prompted to fill-in the following fields:

To configure the Operating Hours records that enable overnight or 24-hour Availability for Resources in Maica, you will need to follow slightly different processes.

See the respective sections below for further information on each one.

To set up an Operating Hour record to allow for 24 hour Availability, you need to set up the record so that:

• The Start Time and End Time are the same (e.g., 12:00 AM to 12:00 AM).

• The selected weekdays define the active period (e.g., selecting Monday and Tuesday allows bookings spanning from Monday through to Wednesday).

If you wanted to book a Resource for an overnight Appointment on Mondays and Tuesdays, meaning they can take appointments that span Monday through Wednesday, then:

1. Assign an Operating Hour record with the following inputs:

   • Name: "Organisation Preference"

   • Weekday: Monday, Tuesday

   • Start Time:

To set up an Operating Hour record to allow for Overnight Availability, you need to configure the record so that:

• The End Time is earlier than the Start Time (e.g., 6:00 PM to 6:00 AM).

• A single weekday is selected, meaning the availability will carry into the following day.

If you wanted to book a Resource for an overnight shift that starts on Monday at 6:00 PM and runs until Tuesday at 6:00 AM, then:

1. Assign an Operating Hour record with the following inputs:

   • Name: "Organisation Preference"

   • Weekday: Monday

   • Start Time:

Once the Operating Hour record has been created, the next step is to assign it to a Resource’s Availability. This ensures that the Resource follows the configured operating hours when scheduling Appointments.

Once your Availability Record has been created with the correctly configured Operating Hours, you will be ready to schedule Overnight or 24 Hour Appointments.

When it comes to Home Care Packages, custom fields have been added to the Support Category object in Maica. These allow you to configure appropriate Support Categories to represent the Home Care Package Budget, and allow our feature to interrogate the Support Category Records in your system to ensure that you can effectively set up and manage budgets while adhering to Home Care Package requirements.

As well as the ability to configure Support Categories, Maica offers a template with default categories, categorised by the various line items that form a package budget for home care, as per the table below.

To correctly configure an Appointment Service, please follow the steps indicated below.

In the Salesforce App Launcher, search for Appointment Services and choose it to open the list view of all Appointment Services in your Maica instance, as shown below.

Once you are viewing your Appointment Services, simply click the New button located in the top right hand corner of your interface to bring up the New Appointment Service pop-up, as shown below.

Similar to Support Categories, custom fields have been added to the Support Item object in Maica. These allow you to configure appropriate Support Items to represent the Home Care Package Budget, and allows them to be useable within the tool.

So, the following section explains how to configure a Support Item, the steps you need to take to ensure that you can effectively set up and manage budgets while adhering to Home Care Package requirements, and details of the key configurable fields/components within the Support Item object. Below will also detail the relationship between Support Items and Support Categories, as well as how to be relate them in Maica.

How do I configure Support Items?

If you wish to configure your own Support Items within Maica in order to set up and manage budgets correctly, please follow the steps indicated below.

1. Search for Support Items in the App Launcher

In the Salesforce App Launcher, search for Support Items and choose it to open the list view of all Support Items records in your Maica instance, as shown below.

2. Create new Support Item

Once you are viewing your Support Item, simply click the New button located in the top right hand corner of your interface to bring up the New Support Item pop-up, as shown below.

After the pop-up is displayed, you will be prompted to fill-in a number of fields.

Each field on the New Support Item pop-up is detailed below. The key fields are described and their relationships are described in further detail:

1. Support Item Name: This will be the name of your Support Item. You can name your Support Item anyway you wish.

2. : This field allows you to associate your Support Item with any given Support Item.

1. Registration Group: This field allows you to associate a Support Item with a specific Registration Group for classification.

1. Support Item Number: The unique identifier number for the support item.

2. Support Item Type: The Support Item Type pick list is a crucial field in configuring your Support Item. It essentially defines the type of Support Item, however this is important for both building your budget, as well as Maica's fee automation and regulations on a Service Agreement. There are values within the Support Item Type pick list to support a Home Care Package, these values are described below:

   Support Item Type

1. Funding Level: Funding Level defines what level of funding can be assigned, and therefore set the rate against the relevant items.

1. Quantity Unit of Measure: The Quantity Unit of Measure field allows you to specify the billing frequency or unit for the Support Item.

1. Claim Type:

   • Claim Types (Available): Lists possible claim types applicable to the Support Item.

   • Claim Types (Chosen): Shows selected claim types that apply specifically to this Support Item.

1. Service Day: Specifies which days this Support Item is available for service.

2. Service Time: Sets the available time range for the service related to this Support Item.

3. Appointment Service: Captures what applies to this Support Item, including Skills and Resources.

Once you have populated the relevant fields, click Save to finalise your Support Item.

Once you have configured your Support Items, it is important to add them to an associated .

To do so, refer to the related list on the Support Item record. Simply click New, to add your Support Item as a Price List entry into a configured Price List. At this point, you can set your rate.

Once done, your Support Item will be set up and ready to support you managing budgets of a Home Care Package Service Agreement.

The following article describes the process of checking which Maica Edition your organisation is using.

Step 1: Open Installed Packages

1. Navigate to Salesforce Setup.

2. In the Search bar, type "Installed Packages".

3. Click on Installed Packages from the search results.

1. In the Installed Packages list, look for any packages with "Maica" in the name.

2. Your Maica edition(s) will be listed here

3. The available Maica options are:

   • Maica Client Delivery

Check out the guide below to watch each step in real time.

Maica offers the capability to automate the generation of travel billing records as well as expenses for Resources. This includes dealing with time-based and non time-based travel components as well as a number settings that determine how travel is managed within Maica.

This diagram represents a workflow related to managing travel information and expenses, particularly in relation to invoicing.

1. Start: The process begins with either the User or Google providing input into the system (possibly related to travel data).

2. Travel Information: This step gathers the necessary travel information, which then splits into different possible paths:

   • Time-Based Travel Settings: These settings include rules or restrictions related to time, such as specific dates or durations of travel.

   • Travel Caps: There might be limits or caps in place, such as restrictions based on Apprentice Program, Client Types, Virtual Staffing, or Service Agreements. These caps ensure that travel expenses do not exceed certain thresholds.

3. Invoice Line Item: Once all the travel information and related settings are gathered, the next step is generating an Invoice Line Item. This represents the cost associated with the travel being recorded as a specific item for invoicing.

4. Resource Expense: Following the invoice creation, the expenses related to travel are assigned as Resource Expenses and captured against the Resource who delivered the service.

5. Invoice: The final step involves generating an Invoice that includes all the necessary travel line items, accounting for time-based travel settings and any caps applied. This invoice is the official document for charging the relevant party for the travel expenses.

6. End: The process completes with the expenses and invoices being finalized.

In summary, this diagram outlines a process of collecting travel-related data, applying any relevant restrictions or caps, and finally generating invoice line items that reflect travel expenses to be billed.

How is our Knowledge Base structured?

Our Knowledge Base is divided into two main sections:

• The User Guide

• The Administration Guide.

This structure is designed to meet the needs of different types of users within the organisation. The User Guide provides easy-to-follow instructions for everyday users who work with the application, while the Administration Guide offers more technical information for administrators and power users responsible for configuring and maintaining the system. This setup ensures that each user can quickly access relevant resources based on their role and responsibilities.

In order to switch between the two guides, simply use the dropdown in the top left corner of your screen.

The Administration Guide is tailored for system administrators and technical users responsible for the more complex aspects of Maica. It includes detailed instructions on system configurations, integrations (e.g., with Stripe and Xero), managing permissions, and customising the platform to meet organisational needs. This guide is useful for users who manage settings, troubleshoot issues, and maintain the overall functionality of Maica. If your role involves system setup, user management, or advanced configurations, the Admin Guide provides the technical details you need.

What is Reference Data?

Reference Data is essentially any flat/static data that is used across Maica to power it's functionality. This data is consistent, predefined, and used throughout the system to standardise operations and prepare your Maica instance for Service Delivery.

Why is it important?

Reference data is important for Service Delivery in Maica because it populates and powers key functions like Appointments, Billing, and Rostering. For example, you cannot schedule an Appointment without having the necessary Reference Data, such as Resources.

So where do I begin?

There are two distinct stages in the Reference Data lifecycle within Maica, these are:

1. Populating Reference Data Templates

2. Importing Reference Data

Both these stages are critical in the successful import of Reference Data into Maica. To learn more about each stage, please refer to the related articles linked above.

Maica connects natively to the NDIS APis as well as hosts sensitive Participant information, so it is a requirement to host your underlying Salesforce instance in Australia. This article shows you how to check if your Salesforce instance is hosted in Australia.

To check your hosting for Saleforce, follow the steps outlined below:

1. Log into your Salesforce instance

2. Go to Setup

3. Type Company Information

4. Check the Instance value

5. Go to

6. Copy & Paste the Instance value to see where your instance is located

What is the Data Import Utility?

The Data Import Utility in Maica is a tool that allows you to quickly and easily import data into Maica. There are a number of important Data Records that must be up to date and are critical to keeping Maica functioning effectively, including Support Catalogues and Price Lists, and hence importing Data efficiently is of upmost importance. The Data Import Utility allows you to stay on top of these updates without having to ever manually compare new Catalogues or Lists with your current Data.

Where do I find the Data Import Utility?

In order to access the Data Import tool, first click the App Launcher located in the top left corner of your interface, as shown below.

Once open, simply search Data Import and select the Data Import tool under Items, as shown below.

How do I use the Data Import Utility?

1. Select Flow Setting

After you have opened the Data Import Tool, you will be presented with the following screen:

As the utility supports a few different processes, the first step is to select the Flow Setting or Import Process. Maica supports the following options:

• Reference Data Import

• NDIS Bulk Payment Request Results File

• NDIS Import Support Items Catalogue

• NDIS Bulk Payment Remittance File

This Flow Setting essentially tells Maica which type of Data you are wanting to Import so the Automation can read the files correctly.

Once you have selected the required Flow Setting, the page will dynamically update and present you with a Upload Files button. Simply click this button and select the desired file.

After uploading your File, you will see the following two options displayed:

• Check Only: Check this option if you want to validate the file and the import prior to processing it. By selecting Check Only, no records will be created or updated in Maica.

• Allow Parallel: Check this option if you want to create multiple records simultaneously to process the file quicker. If you require your records to match the order of the file, ensure this checkbox is not selected.

Once done, click Import to confirm.

Maica offers the capability to automate the generation of Timesheet Entries records for Resources. This includes dealing with Appointment and Shift Timesheet components as well as a number of Settings that determine how Timesheets are managed within Maica.

This diagram represents a workflow related to managing Timesheet Management, particularly in relation to Resources.

1. Maica generates Timesheet Entries for Resources when either Appointments or Shifts are completed, either manually or via an automated process. This process is governed by the Settings detailed here.

2. The first check performed by Maica is to determine what Roster Mode the Resource at the time of the Appointment or Shift.

   1. If the Roster Mode is set to Appointment, Maica will generate Timesheet Entries based on all Appointments completed by any given Resource.

   2. If the Roster Mode is set to Shift, Maica will generate Timesheet Entries based on all Shifts completed by any given Resource and ignore any Appointments that might have taken place during a Shift.

3. The second check is to determine if any Appointment Breaks have been recorded either during an Appointment or a Shift.

   1. If an Appointment Break is marked as Create Corresponding Timesheet, Maica will include the Appointment Break in the Timesheet Entry for any given Resource.

   2. If an Appointment Break is not marked as Create Corresponding Timesheet, Maica will exclude the Appointment Break in the Timesheet Entry for any given Resource.

4. The third check is to determine if any Travel has been recorded during an Appointment.

   1. If Appointment Travel has been maked as Create a Timesheet Entry, Maica will include the Travel in the Timesheet Entry for any given Resource.

The first step of importing an NDIS Support Catalogue is identical to any other Data Import and is explained . This article will continue based on the assumption that these steps have been completed.

Once you have clicked Import, you will have the ability to configure your import to your preference. This is where you may specify which Price Lists you want Maica to make for you, as well as offer a useful description for future reference, as shown below.

Once you have configured your import, simply click Confirm to start the Import Process. The data from the NDIS Support Catalogue File will be interpreted by the NDIS Import Support Items Catalogue Flow in Maica and processed.

The RACS Configuration tab is where administrators maintain the government-published rates, regulatory caps, indexation values, and automation toggles that drive the residential aged care billing engine, indexation engine, and claims reconciliation. These values are global: they apply to every resident and provider in the organisation, so they are configured centrally in one place rather than per resident.

The tab lives inside the existing Maica Settings area.

1. Open Maica Settings.

2. In the left navigation, select Residential Aged Care Services.

In Maica, Permission is managed by leveraging and , using a layered approach to enable flexibility.

Every custom object in Maica—such as Appointments, Invoices, and Notes—as well as any core Salesforce object that Maica interacts with, has corresponding Permission Sets. These will fall into one of two categories:

1. Object-based, which control access to individual objects (Create, Read, Edit, Delete)

2. Functional, which control access to Maica functionality like claiming or integration tools.

Then, to simplify assignment to Users, these Permission Sets are categorised into

Maica is a purpose-built healthcare application for Australian NDIS and Aged Care providers and does not require any implementation to get started. We have described below the various steps involved in not only getting started with Maica but also extend it over time to grow alongside your organisation.

As part of your licence subscription, we will provide the following standup services free of charge to you to.

How do I integrate with Stripe within Maica?

To learn how to configure the Stripe integration in Maica, please follow the steps detailed below.

1. Assign Stripe API Keys

To begin configuring your Stripe Integration, go to the Maica Settings tab in the Menu bar. When there, select the Payment Management tab to see the following.

There are three fields that are required to be populated, these are:

• Stripe Publishable Key

• Stripe Secret Key

• Stripe Webhook Secret

Finally, all that is left to do is connect your Site. Select your Site from the dropdown field and click Save to finalise your set up.

Once you have populated the fields above and connected your Site, you need to configure the required Webhooks on Stripe.

You do this by heading to Stripe, searching for Developers and selecting the Webhooks tab.

Once there, select the + Add Endpoint button located in the top right hand corner of your interface.

Here you will prompted by Stripe to add an Endpoint URL and Description. The Description is optional however the Endpoint URL is required.

After you have populated Stripe with the Endpoint URL, you need to select the Events you want your Endpoint to listen to.

Stripe will provide a large list of possible Events, the crucial ones to select for the Stripe Integration with Maica are the:

• invoice.payment_failed

• invoice.payment_succeeded

You can find these by simply searching in the Search Events bar at the top of the page. Once done, select Add Events, and then finalise your Endpoint by clicking Add Endpoint.

This Administration Guide explains how Maica's Residential Aged Care Services (RACS) solution is built, configured, and integrated. It is written for administrators, implementers, and support staff who set the solution up and keep it running, rather than the staff who use it day to day.

Use it to understand the data model and architecture, configure the global rates and settings that drive billing, set up the Services Australia integration, and configure the reporting and reconciliation services. For how to carry out resident-facing tasks, see the companion User Guide.

• Solution Architecture and Concepts covers the solution overview, the design principles behind it, and the data model that underpins everything else. See .

• Installation and Initial Configuration sets out the packages, platform, and access the solution needs before you configure it. See .

Overview

The following article details Maica's Invoice Generation Logic. It provides further insight in understanding how the Billing lifecycle works within Maica.

The Billing Engine in Maica is powered by the Maica - Invoice Flow. This flow is further detailed below.

This flow is designed to generate an Invoice and Invoice Line Items for Delivery Activities within Maica. The flow retrieves the necessary data from Delivery Activities, Service Agreements, and associated Products, calculates costs based on predefined caps (e.g., travel caps), and creates Invoice Line Items.

Below are all the stages and logic of the Maica - Invoice Flow.

1. Start (Auto-Launched Flow):

   • Description: The flow is automatically triggered and begins by retrieving the details of a Delivery Activity.

2. Get Delivery Activity (Record Lookup):

   • Description: This lookup retrieves the Delivery_Activity__c record using the provided recordId. The flow fetches this data from the database, looking for any activity matching the input recordId.

   • Next Step: The flow checks whether the activity is billable using the

3. Should be Billed? (Decision):

   • Description: This decision evaluates whether the delivery activity should be billed. It checks if:

     • The Billing_Status__c is set to Requested.
4. Get Cost Data (Apex Action):

   • Description: The flow invokes the DeliveryCostCalculationInvocable Apex class, which calculates the cost of the Delivery Activity based on the Service Agreement, Price Lists, and Support Items.

   • Inputs:
5. Get Service Agreement (Record Lookup):

   • Description: This lookup fetches the Service_Agreement__c associated with the Delivery Activity’s Agreement Item. The flow uses the agreementItem.Service_Agreement__c ID obtained from the cost data.

   • Next Step: After retrieving the Service Agreement, the flow proceeds to generate or retrieve an Invoice.

6. Get Invoice (Apex Action):

   • Description: This Apex action (GetInvoiceInvocable) either retrieves an existing Invoice or creates a new one based on the input parameters. This step ensures that any subsequent billing actions are tied to the correct Invoice for the participant and service provider.

   • Inputs:
7. Get Product (Record Lookup):

   • Description: This step looks up the Product2 record related to the Support Item being billed. The flow uses the Support_Item__c from the cost data’s agreementItem to identify the product.

   • Validation:
8. Product Found? (Decision):

   • Description: This decision ensures that a valid Product2 record was retrieved in the previous step. The flow checks if:

     • The Product ID is not null (Get_Product.Id is set).
9. Initalise Invoice Line Item (Assignment):

   • Description: In this step, the flow initialises the Invoice_Line_Item__c record by assigning values for several key fields, including:

     • Product__c: The ID of the retrieved Product (Get_Product.Id).

10. Is Travel over the Chargeable Travel Cap? (Decision):

    • Description: This decision checks whether the Delivery Activity is non-time-based (Non_Time_Based_Activity__c) and whether the Quantity__c exceeds the TravelCapKms. This ensures that the travel charges are capped at a certain limit based on kilometres.

    • How TravelCapKms is Determined

11. Set Maximum (Assignment):

    • Description: Adjusts the Quantity__c of the Invoice Line Item to fit within the allowed TravelCapKms. This step ensures that the Invoice Line Item does not exceed the allowable limit for travel-related charges.

    • The Quantity__c of the Invoice Line Item is set to the calculated value of TravelCapKms

12. Is Travel over the Time Travel Cap? (Decision):

    • Description: This decision checks whether the delivery activity is time-based (Time_Based_Activity__c) and whether the Quantity__c exceeds the TravelCapHours. It ensures that time-based travel charges are capped at a certain limit.

    • How TravelCapHours is Determined

13. Set Maximum (Assignment):

    • Description: Adjusts the Quantity__c of the Invoice Line Item to fit within the allowed TravelCapHours. This prevents overcharging for time-based travel activities.

    • The Quantity__c of the Invoice Line Item is set to the calculated value of TravelCapHours

14. Create Invoice Line Item (Record Create):

    • Description: This step creates the Invoice_Line_Item__c record using the data assigned earlier. The flow saves the line item and links it to the relevant Invoice and Product.

15. Update Delivery Activity (Record Update):

    • Description: The Delivery Activity is updated with the relevant details, including:

      • The Agreement_Item__c linked to the Service Agreement.

16. The flow completes the process of generating the Invoice and updating the related records.

This flow automates the generation of Invoices and Invoice Line Items for Delivery Activities within Maica. It ensures that invoices are accurately created based on the Service Agreements and predefined caps for travel and time-based activities. Error handling is included throughout the flow to capture and log any issues during processing.

Maica integrates with Services Australia across the full residential aged care lifecycle: notifying entries, departures, and leave, reporting supplement needs, recording means testing elections, and pulling back claims, fee, and balance data. This article explains the shape of those integrations, the unified record that backs every outbound event, and the status lifecycle each event moves through.

Integrations run in two directions. Outbound integrations send notifications from Maica to Services Australia. Inbound integrations read data from Services Australia into Maica.

Outbound events follow a consistent pattern. The user launches a quick action from the resident's Service Agreement, which opens a guided form. Maica saves the details to an Aged Care Event record, then sends the event to Services Australia through the residential care events API. Each event category (entry, opt-in, departure, leave, enteral feeding, oxygen) is a segment of the same API layer, and each supports create, read, update, and delete operations.

The save and the submission are deliberately separate steps. Maica saves the Aged Care Event first, then makes the callout, so a connectivity or validation problem never costs the user the data they entered.

Inbound integrations are read-only. Maica calls a Services Australia endpoint, receives the current data, and writes it to the relevant Maica records, stamping a sync status and, on failure, a sync error message so users can see when data last refreshed and whether it succeeded. Inbound data includes care recipient details, claims and payment data, fee determinations, balances, and service-level summaries.

Residential Aged Care Services (RACS) is delivered as part of the Maica platform and builds on the configuration and permission model that already governs the rest of Maica. Before you configure rates, admit residents, or connect to Services Australia, confirm that the package, platform, access, and baseline configuration prerequisites described here are in place.

RACS is not a standalone product. It is delivered through Maica's two-package structure:

The Bulk Synchronisations for Support at Home feature allows administrators to update multiple record types in Maica by retrieving the latest data from the Services Australia APIs. Instead of running synchronisations individually at the Care Recipient level, these bulk options refresh entire groups of data in a single operation.

From this screen, administrators can:

• Sync Care Recipients – update all Care Recipient records for a Service Provider, including optional retrieval of Contributions and Budgets.

• Sync Individual Contributions – refresh the latest contribution data for all existing Care Recipients without running a full sync.

How do I import my Template?

Once you have completed your Reference Data Template, you can import it into Maica using Maica's Data Import Utility Tool.

First, you must export your Template as a CSV file.

Once you have exported your Template out of Google Sheets or Excel (whichever you prefer to use), you will be ready to import it into Maica.

To complete the import, use the Data Import Utility Tool that is described here.

Once you have chosen the correct Flow Setting and uploaded your file, but before you finalise your import, we recommend ticking the Check Only box. As explained in the Data Import Utility article, the Check Only checkbox replicates the data uploading process. This means you may check for mistakes before transferring data to Maica. If there are any errors, you will get an .

Once you have checked and finalised your file, uncheck this box and press import to start the upload process.

After you have imported your data, you will see a successful display message indicating that the import has been completed, as shown below.

After each import execution, Maica will display the number of successful rows as well as the number of failed rows. If there are any failures, an Error Report will be available for download.

The error report will include a complete list of failed rows as well as an explanation for each failure.

You can then repair any data errors and reload the failed rows to finish your data load.

Please refer to the table for an outline of some common errors that may arise when importing your Reference Data Template

Due to relationships between Objects in Maica, some Data Objects being imported may have a Related Record Name field. This essentially means that certain Objects will have columns in their Reference Data Template that call for the Name Value of a related Object. This Value represents a lookup field linking the record to another related record. In the Reference Data importing process we use the Name Value from the related Object to search for, find and relate the imported record.

As a result, certain Objects need to be imported prior to others that may be searching for a related record.

For example: A Price Book Entry will rely on a Product, hence Products must be imported into Maica prior to Price Book Entries. This is because you need Products to create a Price Book Entry, which is shown in the Price Book Entry Template through the Related Record Name column of Product Name, as shown below. Hence, when importing Price Book Entries into Maica, the system will search for the related Products that must have been previously imported.

The logic below outlines the Data Object relationships and the required import order of each of them.

The above logic shows that each object (or group of objects) on the right depends on the object (or group of objects) on the left. Arrows (->) indicate the dependency, meaning the object on the left must be imported before the object on the right can be correctly imported or used.

The table below describes some common errors and solutions that can occur when attempting to import a Reference Data Template into Maica.

Two sections of the hold the published rates and indexation values that the billing and indexation engines read. The Interest Rates section changes every quarter; the Indexed Rates and Supplements section changes twice a year at indexation. Keeping these values current is the administrator's responsibility, and the engines use whatever is stored here at the time they run.

Interest rates (quarterly)

The Australian Government publishes these two rates each quarter, on 1 January, 1 April, 1 July, and 1 October. Update both when a new quarterly notice is released.

These values are reindexed twice a year, on 20 March and 20 September. Update them when each new indexation is published, before you run the indexation engine.

Entering a value on this tab does not recalculate anything by itself. The stored values are read by other processes when they run:

• The billing engine reads the BDF standard rate and the maximum accommodation supplement as it bills.

• The indexation engine reads the BDF standard rate and the DAP index number at each indexation date.

• The departure process captures the BIR when a refund is processed.

For the mechanics of indexation, see .

The residential billing processes are designed to run automatically on a schedule, but administrators also need to intervene directly from time to time, for example to correct a single resident's rate. This article covers how a manual rate change is applied to one Agreement Item.

Manual rate changes

When a single resident's rate needs to change, use the Change Rate action on the relevant row of the Fees tab rather than editing the fee item directly. Editing a fee item changes the existing record in place, which does not preserve a clean rate history, does not honour a separate effective date, and does not trigger the retrospective correction of any periods already billed. The Change Rate action does all three.

How a change rate is applied

A manual rate change follows the same add-only pattern the system uses for a rate change detected from Services Australia:

1. The current Agreement Item is end-dated at the day before the effective date.

2. A successor Agreement Item is created at the new rate, starting on the effective date.

3. The retrospective adjustment chain corrects any periods already billed at the old rate within the affected window.

The outcome is identical to the Services Australia Apply Changes path; only the trigger is different.

The action enforces a few rules before it will apply the change:

• The new rate must be greater than zero.

• The new rate must be different from the current rate.

• The effective date must be after the item's current start date.

• The effective date must be no more than one month from today.

This section of Maica allows administrators to manage and configure their Xero integration.

Please see the breakdown below for further information on each section:

1. Enable the Integration

Ensure the Xero Integration toggle at the top of the settings page is switched to Enabled. This is required to activate any of the settings or integrations below. If this toggle is off, Maica will not attempt to communicate with Xero, and synchronisation will not occur.

2. Active Connections

Active Connections display which Xero organisations Maica is currently linked to. If multiple companies exist in your Xero instance (e.g. a Production and Demo organisation), Maica will list them here and allow you to select the one to connect with.

3. Webhooks

This section configures the Site Maica will use to listen for real-time Xero Notifications.

4. Synchronisation

This section controls how invoices are synchronised between Maica and Xero.

• Invoice Xero Sync Flow: Select the Automation flow responsible for pushing invoices to Xero.

• Run Now: Click this button to manually trigger the Invoice Synchronisation.

Once configured, Maica will regularly run the selected flow to keep Xero updated with Maica invoice records.

When Services Australia recalculates a resident's means tested or income tested fees, the provider needs to apply the new rate and correct any amounts already billed at the old rate. The fee detection process automates this: it polls Services Australia per resident, detects rate changes and cessations, and applies them through the same add-only update path used everywhere in RACS.

This is distinct from indexation. Indexation applies government-published standard rates to everyone at once (see ); fee detection applies per-resident rate changes that Services Australia calculates from each resident's means assessment.

The fee rate check is implemented as the RAC_ResidentFeeCalloutBatch class. It is a scheduled, batched, callout-capable process that runs one Agreement Item per chunk, so each transaction can make its own outbound call to Services Australia.

It is gated by the Automate Resident Fee Rate Updates toggle on the . When the toggle is off, the batch does no work and records a log entry confirming it was blocked, so administrators can keep a schedule in place and use the toggle as the on/off control.

The batch only considers active Agreement Items on active residential agreements, and only those whose fee type is one of the means tested or income tested contributions that Services Australia publishes per-resident rates for: the Means Tested Care Fee, Income Tested Fee, Daily Accommodation Contribution, Non-Clinical Care Contribution, and Hotelling Contribution.

These settings determine how Maica manages all of their Integrations and their function throughout the application.

To dive deeper into each of the Integration's Settings, please visit their specific pages linked below:

The Maica Release Process

When Maica issues a new solution version, a number of artefacts will be published alongside any release, including the following:

Interactive Feature videos

We showcase most of Maica's features on our website through a number of interactive videos that allow you to experience Maica with ease. When a new release is about to be published, we will add any relevant feature videos to this site so please visit to find out what's new.

Knowledge Base articles

Our Knowledge Base is the main tool for you to understand how Maica works, both from an end-user and administration perspective. We will update any relevant articles or add new ones to reflect all new features or improvements in Maica to make sure you have access to the latest information on how it works.

Release Notes

Release Notes are an essential part of any Maica release and we will publish these on our website as a page and downloadable PDF. This will include all required post-installation steps and scripts in case you want to upgrade Maica yourself.

LinkedIn Post

We have a Maica LinkedIn profile on which we publish almost daily, so please check in for the latest information, updates, and release information. We will post all new releases here for your ease of access.

Broadcast Email

If you are a current Maica client, you will be on our broadcast list so you will receive a special type of broadcast to announce a new release. This will then also includes links to all of the above for your convenience. Look out for these!

The Maica software release and upgrade process is outlined below to ensure clarity across the various tasks and responsibilites that take place during this timeline.

1. Maica will release a package to its clients only if all of the below have been tested and published:

   1. Software Package

      1. the technical package which will be installed using a URL

   2. Release Notes

The next stages look at client-specific customisation that might have been configured by an implementation partner to ensure compatibility with these unique structures. This will involve the following steps/tasks:

1. The implementation partner will investigate and determine any client-specific post-installation steps or scripts that need to be run. This might involved additional development work to ensure compatibility going forward.

2. The client is then asked to complete the in which we seek proof that all relevant testing was completed in a reppresentative sandbox to ensure the upgrade will be successful.

3. Once this has been completed (via DocuSign), the relevant team members from the implementation partner and the client are allocated to the Maica upgrade project with the following artefacts to be part of the upgrade:

Services Australia's payment statement reports what it actually paid or recovered for each resident in a claim month. That figure can differ from what Maica has already charged or credited the resident, because of timing, rounding, or part-period calculations. The statement reconciliation service closes that gap by generating a reconciliation adjustment for any difference, using the Services Australia authorised amount as the reference.

This article explains what the service does, when it runs, and how it avoids double-adjusting a period already corrected elsewhere. It is written for administrators and power users who support billing and reconciliation.

What the service does

After the payment statement data for a claim month has been brought into Maica as entitlement records, the service compares the amount Services Australia authorised for each resident-facing entitlement against what Maica has already adjusted for the same fee type and month. Where there is a difference, it generates a Statement Reconciliation invoice line item to close it:

• A credit where Services Australia's figure means the resident was overcharged (for example a means tested fee refund).

• An additional charge where the resident was undercharged (for example a reduction that Maica had not yet applied).

The Services Australia authorised amount is treated as the reference figure throughout.

There are two ways the service runs.

When the claim for a month is approved and the payment statement breakdown has been synced, the service runs as the final reconciliation step, provided the Automate statement reconciliation setting is switched on. It runs within the same claim sync process and does not make its own calls to Services Australia.

You can run the Run Reconciliation quick action on a resident's Funding Item record to reconcile that one resident on demand. This is useful when the automatic step is switched off, or when you want to reconcile a specific resident after resolving an issue. The manual path uses the same logic as the automatic path, scoped to the single Funding Item.

For each resident-facing entitlement reported by Services Australia, the service:

1. Confirms the payment type is in scope. Only resident-facing credit and charge types are reconciled. Each in-scope type is mapped to the relevant fee, such as the means tested care fee, income tested fee, daily accommodation contribution, non-clinical care contribution, or hotelling contribution.

2. Resolves the matching agreement item for that fee and month on the resident's service agreement.

3. Nets off existing rate adjustments already applied for that agreement item and month.

If the claim sync is retried on a month that has already been reconciled, the service does not create duplicate adjustments. The check against existing adjustments naturally prevents a second reconciliation of the same period, so providers can safely re-run the claim sync without distorting resident balances.

The Regulatory Caps and Durations section of the holds the government-set limits that stop a resident from being charged more than the law allows for certain fees, plus the maximum periods over which those charges and retention deductions may apply. Update these values when the Department of Health, Disability and Ageing publishes revised caps or durations.

NCCC caps and duration

The Non-Clinical Care Contribution (NCCC) applies to residents under 1 November 2025 fee arrangements. Two settings limit it: a lifetime dollar cap and a maximum number of years it can be charged. Whichever limit is reached first stops further NCCC charges.

The Means Tested Care Fee (MTCF) applies to residents under 1 July 2014 fee arrangements. It is limited by both an annual cap and a lifetime cap.

Retention is the amount a provider may deduct from a resident's RAD or RAC lump sum over time. The retention duration sets how long those deductions may continue.

Several residential aged care rates are reindexed by the government twice a year, on 20 March and 20 September. The indexation engine applies those new rates to every resident's active Agreement Items in one pass, so administrators do not have to re-rate items by hand. It is implemented as the RAC_IndexationEngine Apex class.

Unlike the daily billing engine, the indexation engine is run on demand rather than on a schedule. The administrator first updates the published indexation values on the RACS Configuration tab, then runs the engine to push those values onto the Agreement Items.

How it is triggered

The indexation engine is run from the Run Indexation action button in the Indexed Rates and Supplements section of the . It sits alongside the Basic Daily Fee standard rate and DAP index number fields, because those are the values it applies. Selecting it runs a single indexation pass over the in-scope Agreement Items.

The button is disabled only when both the Basic Daily Fee standard rate and the DAP index number are blank, since with neither value present there is nothing to apply. Its tooltip reads: "Enter the new BDF rate and DAP index number before running the Indexation Engine."

Because the engine reads the values stored on the Setting record at the moment it runs, the order of operations matters.

When you select the button, Maica shows a warning confirmation dialog before it does anything, warning that the run will apply the new rates to all in-scope active Agreement Items and that the action cannot be undone in a single step. You confirm to proceed.

When run with no specific scope, the engine processes every active residential Agreement Item. It can also be run against a chosen subset of items, which is useful for re-running a single item or previewing on a small sample.

For each item it updates, the engine stamps the Last Indexed Date. It will not index an item that has already been indexed on the same day, so an accidental double-click is harmless: the second run records the item as skipped rather than indexing it twice.

The engine returns a per-item outcome of Updated, Skipped, or Failed, each with a reason, plus a run-level summary. Per-item errors are isolated so one bad item does not stop the rest. If a Basic Daily Fee item is in scope but the standard rate is missing from the configuration, the whole run stops up front with a clear message, so the administrator can correct the setting before any items are touched.

Two fee types are re-rated by the engine:

Not every fee is indexed by this engine. The following are deliberately left alone:

• Daily Accommodation Contribution (DAC) is excluded. DAC tracks the Maximum Permissible Interest Rate, not the pension or DAP index, so it is not the indexation engine's responsibility.

• Hotelling Contribution and Non-Clinical Care Contribution are currently out of scope for indexation. They are recorded with a skipped status so the outcome is visible rather than a silent no-op.

• Any other fee type is out of scope and skipped.

An individual Service Agreement can be marked as excluded from automated rate changes using the Exclude from Automated Rate Changes checkbox on the Service Agreement. When set, that resident's items are removed from the indexation engine's scope, as well as from the scheduled fee rate check. This is intended for residents whose fees are managed manually, such as short-stay respite residents billed in advance for the whole stay. The manual Check Fee Rates action on the agreement is unaffected by the flag.

As part of the , Automation is involved to ensure it's successful completion.

When using the tool, you are prompted to select a Flow Setting that essentially tells Maica which type of Data you are wanting to Import and allows the Automation to read the files correctly. It is important to understand the logic within the Automation and the altercations to the Data that will be involved when doing so. This article explains the logic behind each Flow Setting in more detail.

This flow is designed to automate the import of NDIS support items and their associated prices based on various state-specific rates and conditions.

Not every fee is billed the same way. The billing engine reads the Fee Type on each Agreement Item's linked Support Item and applies the processing rules that fee type requires: some fees are subject to regulatory caps, some are gated by a duration, and most are billed straight through. This article explains how fee types are classified, how caps are validated, what happens when a period produces no charge, and how billing changes on the day a resident departs.

The engine groups fee types into three handling classes.

Three residential aged care processes are designed to run automatically on a schedule: the billing engine, the resident fee rate check, and the held event status check. Each is registered as a job on the Schedules tab, where an administrator sets its run time and frequency. This article describes the three jobs, how each is enabled, and what the held event status check does when it runs.

It is written for administrators who configure and monitor the RACS background processes.

Each job appears as a row on the Schedules tab in the Billing Settings area, using the same controls as the other packaged Maica batch jobs.

When a fee rate change takes effect on a date that falls inside a period that has already been billed, the resident has been charged at the old rate for days that should have been charged at the new rate. The fee adjustment service generates a compensating invoice for the difference, so the resident's account reflects the correct rate without the original invoices having to be reversed.

This article explains what the service does, when it runs, and how the adjustment is calculated. It is written for administrators and power users who support the billing process.

The service produces a single adjustment for the retrospective window, which runs from the new rate's start date to the last period already billed at the old rate. The adjustment is either:

• An additional charge, when the rate increased, or

These settings determine how Maica manages all Agreements and their function throughout the application.

To dive deeper into either Renewal, Rollerover or Price List Settings, please visit their specific pages linked below:

1. Renewal Management

2. Agreement Item Rollover

3. Price List Update

Configure automatic funding rollover from expiring Agreement Items to the next period, and the daily batch schedule.

Enable Funding Rollover When enabled, Maica will automatically process Agreement Item funding rollover via a nightly batch job. Unspent funds from a completed agreement period will be rolled into the next period's Total Allocated amount where a valid next period exists within the configured gap tolerance. When disabled, rollover must be triggered manually via the Rollover Quick Action on the Agreement Item record.

Gap Tolerance Defines the maximum number of days between the end of one agreement period and the start of the next for automatic rollover to be triggered. If the gap between periods exceeds this value, the rollover will not be processed automatically and will require manual intervention.

Rollover Job Time The time at which the nightly funding rollover batch job will run each day. It is recommended to schedule this outside of peak usage hours to minimise any impact on system performance.

The Annual Prudential Compliance Statement (APCS) requires providers to account for residents' refundable accommodation deposits and contributions. Maica provides an export tool that produces a resident-level RAD/RAC ledger for a facility and financial year, as a CSV the provider gives to their APCS auditor. The export is a reference document; it does not submit to the ACFR portal.

This article explains where to find the tool, what to select, and how to read the ledger it produces. It is written for administrators.

Where to find it

The export tool lives inside Maica Settings, under the Residential Aged Care Services menu, on the APCS Export tab. It is not a separate app or tab; access is granted through permission sets rather than profiles.

Generating an export

The tool takes two inputs:

1. Facility. The Location whose RAD and RAC accounts you want to export.

2. Financial year. The reporting period, as a financial year (for example 2024-25). Only completed financial years can be selected; the year currently in progress is not offered.

Running the export downloads a CSV. There is no on-screen preview; the output is the CSV file only. The export reads existing Maica data and does not call Services Australia.

The export produces one row per in-scope lump sum account under the facility for the year:

• Included: accounts whose deposit type is a Refundable Accommodation Deposit (RAD) or a Refundable Accommodation Contribution (RAC).

• Included even when dormant: an account that carried a balance forward from a prior year but had no transactions during the year appears with its opening and closing balance equal to the carried-forward amount and all year totals at zero.

• Excluded: Accommodation Bond accounts, and residents with no lump sum account (for example DAP-only residents), which have no ledger to report.

Departed residents appear first, ordered by departure date, followed by current residents ordered by name. This groups the residents whose refunds an auditor is most likely to scrutinise at the top of the ledger.

The ledger has 15 columns, in the following order. The figures for the year are derived from the lump sum transactions recorded against each account.

In Maica, the Total Committed field helps monitor committed funding within a . It combines records and forecasted usage from Recurring Schedules to reflect committed values. The calculation is governed by a global setting and can be adjusted with manual overrides when needed.

Overview & Fields

As mentioned, the Total Committed calculation provides visibility into the total expected expenditure under a Service Agreement, combining:

• Actuals: Delivery Activities that have been completed and/or invoiced

• Forecasts: Recurring schedules and upcoming appointments

The following fields underpin the calculation logic:

Is Committed Formula:

Once the is enabled, three background batch jobs are triggered:

• Clear existing values

• Process existing Delivery Activity records

• Forecast from uncreated Appointment records based on recurring schedules

• Quick Action: Allows you to recalculate Total Committed on a Service Agreement manually as well as preview Total Committed Values for a specified Date Range.

• Scheduled Jobs: Background jobs clear and process all Delivery Activities when enabled. Job automation is handled via the Scheduled Jobs tab.

• Forecasting Logic: Includes future Appointment records derived from recurring schedules.

The following article describes the process of adding Maica Actions to your Salesforce Global Actions menu.

How to Add Maica Actions to the Salesforce Global Actions menu

Step 1: Access the Setup Menu

1. Click on the Setup icon in the top-right corner of Salesforce.

2. In the Quick Find search bar, type Global Actions or Publisher Layouts.

Step 2: Navigate to Publisher Layouts

1. In the left-hand menu, expand User Interface > Global Actions.

2. Click on Publisher Layouts.

1. Locate the Global Publisher Layouts section.

2. Click Edit next to the existing layout you want to modify.

1. In the layout editor, find the Global Layout panel.

2. Click on Mobile & Lightning Actions to display the Maica Actions.

1. In the Quick Find bar, identify the Maica Actions.

2. Drag and drop Maica Actions into the Salesforce Mobile and Lightning Experience Actions section.

1. Click Save in the layout editor to apply your customisation.

1. Refresh your Salesforce browser window.

2. Click on the Global Actions dropdown in the top-right corner.

3. Confirm that Maica Actions now appears at the top of the menu.

Check out the guide below to watch each step in real time.

The Care Recipient Sync process retrieves data from the Services Australia "Support at Home" API suite. This process uses the Care Recipient ID to pull funding and support-related data for a single Care Recipient and stores the data across various related objects, all associated with a parent Plan record. The sync ensures that Plans, Budgets, Services, Contributions, and Budget Usage in Maica always reflect the most up-to-date information from Services Australia.

The Care Recipient Sync can be triggered in three ways:

1. On-demand — Via the "Synchronise Budget Information" quick action on a Care Recipient record

2. Bulk synchronisation — Via the Admin Console bulk participant sync functionality

Maica supports real-time synchronisation of Care Management Budget Data for Aged Care providers under the Support at Home initiative. This feature ensures accurate visibility of pooled Care Management funds as reported by Services Australia. To learn how Maica supports the Sync, please refer to the detailed sections below.

Care Management budgets are pooled at the provider level rather than allocated per Participant. The Budget Sync functionality allows providers to retrieve current financial data directly from Services Australia via API, ensuring that all budget information used for planning and reporting reflects the latest available data.

Firstly, to access the Care Management Budget Sync, navigate to Settings > . You’ll see a Care Management Budget component that shows the current budget data and allows manual synchronisation.

Then, follow these steps to sync the Care Management Budget:

Each Care Management Budget is associated with a Service Provider ID. This ID is required to authenticate with Services Australia and trigger the sync process. Use the Sync Service Providers action to populate your Service Provider ID(s).

When using the Sync Service Providers action, Maica retrieves Care Recipient budget data, identifies the Service Provider IDs returned by Services Australia, and store each distinct Provider ID so it appears as its own tab.

Renewal Management lets Maica automatically generate a new Service Agreement ahead of an existing one expiring, so that participants experience no gap in funded service delivery. These settings control when the renewal runs, how the dates of the new Agreement are calculated, and who it is assigned to.

The renewal process only ever applies to Service Agreements that have an End Date and that have been individually opted in for renewal. It runs as a daily background job, and can also be triggered manually.

When the renewal logic runs, Maica looks for Service Agreements that meet the below. For each one, it creates a brand new Service Agreement by copying the expiring Agreement, including its Agreement Items, and then applies the date and owner settings you have configured.

The new Agreement is always created in Draft status. This gives you the opportunity to review and adjust the renewal before it becomes active, rather than having a live Agreement appear without oversight.

For a Service Agreement to be picked up by the renewal process, both of the following must be true: