Manage Service Booking

Learn how to manage Service Bookings in Maica

How do I manage a Service Booking in Maica?

In Maica, you can manage Service Bookings through the Manage Service Booking Quick Action located on the Service Booking Record.

The Manage Service Booking Quick Action in Maica allows you to manage previously created Service Bookings for your Participants. It connects a variety of common PRODA operations directly into Maica, eliminating the need for you to handle updates twice and split your work between two applications.

Please follow the steps below to manage a Service Booking:

1. Use the Manage Service Booking Quick Action

The first step in managing a Service Booking is simply clicking the Manage Service Booking Quick Action located on the Service Booking Record, as shown below:

2. Select Management Action

Once you clicked on the Quick Action above, you will be shown the Manage Service Booking pop-up, as shown below:

Please note that if the Service Booking Start Date is before 1 Jul 2024 then the only available option will be Reduce End Date.

Here you will be asked to select which management action you wish to perform. Each action is explained further below:

Update (Extend, Reallocate CORE Budget)

If a Service Booking has multiple Booking Item records for a Flexible or Core Support Category (01–04), Maica allows you to alter the Quantity or Rate to move funding across these Booking Item records. You can do this if there is enough Total Remaining Budget for the parent Service Booking.

In order to do this, simply update the Quantity and/or Rate using the input fields shown below.

Make sure to tick the box indicating that you discussed this update with the Participant before submitting it to the NDIS.

Once the update has been successfully completed, the Booking Item records will be modified to reflect the budget reallocation.

Whilst Maica will not prevent you from exceeding the Remaining Amount, a warning will be displayed that the Service Booking Remaining Amount is being exceeded.

Reduce End Date

If circumstances change between you and one of your Participants, you can utilise Maica to cancel or end a Service Booking.

In order to do this, you do not need to remove the Service Booking; instead, reduce the End Date and enter a date between Today and the current Service Booking End Date. This will automatically trigger a cancellation in PRODA.

When you reduce the end date or end a service booking, you should keep the following points in mind:

• You cannot backdate a Service Booking's End Date to a date earlier than the date you are amending it.

• PRODA (and thus Maica) does not have a distinct Cancelled Status value, hence there is nothing on the record in Maica to indicate that the End Date has been decreased and the Service Booking cancelled. As a result, we have included an Info Panel to the Quick Action to notify you that you will receive an error if you try to reduce the End Date again, as shown below.

Under the Reduce End Date action, you can also manage Retained or Accrual Booking Item Amounts. Here, you have the option to add an accrual amount to ensure that sufficient funds are retained in the Service Booking to cover pending Payment Requests for services rendered.

Unspent funds are refunded to the available support category balance. This means that you can continue to claim for services provided (via Invoices and Payment Requests), but the Participant can use the unspent funds in a new Service Booking with a new Provider.

For more information regarding how to Cancel or End a Service Booking correctly and what happens in PRODA, please refer to the NDIS reference linked here.

Approve

If one of your Participants has chosen the NDIA to pay their Providers, i.e. Agency Managed, then a Service Booking is created by the NDIA to link the supports in their Plan to their chosen Providers. As Maica is listening to the New Service Booking Provider notification, this Agency Managed Service Booking will appear in Maica with a Status of Awaiting Provider Approval or Change Awaiting Provider.

Given the Service Booking is created by the NDIA (and not you), you must approve the Service Booking before the Participant receives services. This ensures your Participant has funding allocated to pay your Invoices .

Use the Manage Service Booking Quick Action to Approve the Service Booking and begin delivering services.

Reject

The Reject option corresponds to the Approve function, as stated above. If you do not agree or approve the Service Booking created/updated by the NDIA, you can reject it using the Manage Service Booking Quick Action.

Delete

The Delete function provides the ability to update the Service Booking Status to Deleted. This will not delete the Service Booking record in Maica.

If you wish to End a Service Booking, you should do this by updating the End Date, as explained above. Service Bookings should not be deleted.

Force Sync

Because the NDIS is ultimately in charge of Service Booking Data, it is crucial that the NDIS and Maica are coordinated and consistent, this where the Force Sync becomes helpful.

In the event you believe a Maica Service Booking record has become misaligned with the PRODA version, use the Force Sync option to update the Service Booking and associated Booking Item records.

Essentially, all the data stored on these records will be updated and replaced with what is current in PRODA.

Please note: any manual data updates you have made to the Maica fields on the Service Booking and Booking Item records will be overwritten when the records by the force sync.

Any custom fields (i.e. created by you and not Maica during the sync process) will not be affected.