Introduction

Maica is a powerful healthcare management application and learning how it all works and fits together can be a daunting task. We have developed our knowledge base to help you with this journey and have below outlined the best way we believe you should go about learning all about Maica and Salesforce.

Learning Path and Resources

1. Learn the Basics of the Salesforce Platform

2. Learn the Basics of the Maica Solution

3. Learn how to use the Maica Solution

4. Learn how to configure the Maica Solution

5. Learn how to extend the underlying Salesforce Platform

Learn the Basics of the Salesforce Platform

• Getting started with Salesforce Trailhead

• Navigating Salesforce

Learn the Basics of the Maica Solution

• Maica Key Term Glossary

• Maica Key Concepts

Learn how to use the Maica Solution

• Participant Profile

• Appointment Overview

• Shift Overview

• Service Agreement Overview

• Planner Overview

• Invoicing Overview

• Salesforce Reporting

Learn how to extend the underlying Salesforce Platform

• Salesforce Configuration

• Salesforce User Profiles

• Salesforce Flows

• Salesforce Validation Rules

• Salesforce Development Tools

Definition

An Asset is a non-human Resource delivering a service, either via an Appointment or a Shift. This includes information such as location details, availability, unavailability, skills, and the relationship to specific Participants.

Purpose

The purpose of Assets is to capture the various non-human Resources delivering services. This has been architected as a record type on the Resource data object rather than using the native Salesforce Contact. The main reason for this is to separate the workforce (human and non-human) from the overall Contacts/Participants in the system. Assets also capture fundamentally different information which lends itself moreso to a specific data object to manage this.

Usage

Assets are used widely in Maica, including associating them with Appointments and Shifts. This includes beign able to filter and select Assets for Appointments based on Skills and Availability.

Final Thoughts

There are many use cases where not only human care workers (Resources) are involved in the delivery of services but also non-human ones, such as cars, rooms, equipment, among many others. Maica offers the ability to treat these non-human Resources just like your care team buy including them in the scheduling, filtering, and rostering of your services.

Who are we?

We are an innovative NDIS and Aged Care software designed for providers. We help providers streamline operations, enhance care delivery, and boost efficiency with our comprehensive digital healthcare solutions built on the Salesforce platform.

Through the power of software, we want to enable providers to best manage their clients as effectively and as efficiently as possible.

Offering all the benefits of Salesforce's security, reliability, and scalability, we provide seamless data management, comprehensive reporting, and powerful automation. With access to Salesforce's extensive ecosystem, Maica users can optimise their operations and deliver superior care using industry-leading technology.

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.

User Guide Overview

The User Guide is designed for non-technical, everyday users of Maica. It contains practical information on how to use the application for tasks such as managing Participants, Scheduling Appointments & Shifts, creating Service Agreements, and navigating the Planner. This guide is ideal for staff members who need step-by-step instructions for using Maica in their daily work. If you're looking for how-to guides, tips for common tasks, or general feature overviews, the User Guide is the place to start.

Discover Maica

More Resources

Maica has been developed on the Salesforce platform so becoming familiar with this technology will be essential to understanding Maica. We have summarised the key learnings, functions, and features ot be award of so everything is in a single easy-to-access place for you.

The Basics

Salesforce is a powerful cloud-based platform that helps businesses manage their relationships with customers. It offers tools and applications for sales, customer service, marketing, and more, all in one place. Think of Salesforce as a digital assistant that organizes and tracks interactions with customers, whether it’s through emails, phone calls, or social media. This helps businesses understand their customers better, provide better service, and ultimately grow their business. Because it’s cloud-based, all of this can be accessed from anywhere with an internet connection, making it incredibly versatile and convenient for companies of all sizes.

The Person Account Architecture

Salesforce Person Accounts is a feature designed to help businesses manage relationships with individual customers, not just companies. In simple terms, think of it as a way to store and organize all the information about a person, like their contact details, preferences, and interactions, in one place.

Normally, Salesforce separates people (Contacts) and companies (Accounts) into different records, but Person Accounts combine these two into one. This makes it easier for businesses to handle all the information about a person, whether they’re interacting as an individual or on behalf of a company.

It’s particularly useful for industries like healthcare, retail or financial services, where customer relationships often revolve around individuals rather than businesses.

You can learn more about Salesforce's Person Account architecture here.

Data Objects and Attributes

In Salesforce, data is organised into structures called “objects,” which are similar to tables in a database. There are two main types of objects: Standard Objects and Custom Objects. Standard Objects are built-in features of Salesforce, like Accounts, Contacts, Leads, and Opportunities. These represent common business data and come with predefined fields. For instance, the Account object might include fields for the company’s name, industry, and contact information. Custom Objects, on the other hand, are created by users to store information specific to their business needs. For example, a company might create a Custom Object to track employee training or project details.

Each object consists of “fields,” which are like columns in a table. Fields hold the data for individual entries, called “records.” For instance, in the Contact object, you might find fields for First Name, Last Name, Email, and Phone Number. Salesforce allows users to customize these fields or create new ones to capture specific information. Fields can also have different types, such as text, date, number, or picklist (a dropdown menu with predefined options). This architecture is flexible, allowing businesses to tailor Salesforce to fit their unique data requirements and ensure that the system aligns with their specific workflows and processes.

User Interface Navigation

Navigating Salesforce is designed to be user-friendly, with a focus on helping users quickly access the information they need. At the core of this navigation are “Apps,” which are collections of objects, tabs, and other functionalities tailored to specific business processes. For example, the Sales app might include objects like Accounts, Contacts, Opportunities, and Leads, while the Service app could focus on Cases and Knowledge articles. Users can switch between apps using the App Launcher, usually found in the top left corner, which provides a dropdown menu to select from the available apps. This setup helps users stay organized and focused on their specific roles and tasks.

Within each app, data is presented in “List Views” and “Detail Pages.” List Views display records in a table format, making it easy to see multiple entries at once. These views can be customized to show specific fields and filters, allowing users to quickly find the records that are most relevant to them. For instance, a sales rep might use a List View to see all open Opportunities sorted by closing date. Clicking on a record in a List View takes the user to the Detail Page for that record, where they can see all the associated information and related lists, such as activities, attachments, and notes. The Detail Page is a comprehensive view of a single record, providing all the details in one place.

The Maica Lifecycle in 90 seconds

The Maica Lifecycle in one Picture

Maica follows a best-practise lifecycle to manage not only the care worker experience but also the Participant care throughout the solution as shown in the below diagram.

The Maica Lifecycle Description

Maica views the entire experience as a single solution rather than a set of distinct features. This means that, at all times, everything that is important to the needs of healthcare service Providers is considered, including financial agreements, availability of care workers, participant preferences, etc.

The above diagram outlines a process flow that involves multiple systems and interactions, starting with an external interaction, leading to service management and eventually ending in finance and resource handling. Let’s break it down step by step:

• Starting Point: The process can begin in various ways, such as through Email, an Online Chat, an Online Referral Form (hosted on a website), or a Phone Call. These are all the methods a participant can use to initiate contact.

• Participant Information: Once contact is made, the system identifies or creates a record for the Participant (the individual receiving the services). The participant’s Preferences (such as preferred communication method or service type) are then set.

• Service Agreement: If services are required, a Service Agreement is created for either an Aged Care budget, NDIS (which is validated against an NDIS Plan), or any other configured funding type. This agreement lays out the details of what services will be provided to the participant.

• Appointments and Shifts: After the service agreement is in place, Appointments and/or Shifts are scheduled. Each appointment is connected to resources (people, services, etc.) and is linked to the timesheets and staff availability, as seen by the connection to Resources and Skill(s).

• Timesheets and Resource Management: When an appointment happens, Timesheets are generated, which capture the time spent by staff or resources in delivering the service. These timesheets are important for payroll and resource allocation and are linked to the Human Resource Management system.

• Invoices and Claims: Once services are delivered, an Invoice is generated. The diagram shows how different claims (such as NDIS Claims, Aged Care Claims, or Plan Manager submissions) impact this process. This is also linked to determining the Invoice Funding Type, meaning where the payment for the service is coming from.

• Finance and Payroll: The invoice information is synchronised with the Finance Management system and other external systems like Payroll & Award Integration for processing payments. Additionally, HR Management is updated with availability and skills information to allocate resources efficiently.

Whilst using Maica, you will come across a number of key terms so this articles aims to provide the necessary insights into the meaning of each of those.

Definition

A Maica Price List is a collection of and their associated unit prices within the Price List. This allows you to configure multiple Price Lists and charge varying amount for your services, via , without having to replicate .

Purpose

The purpose of Price Lists is to control a consistent pricing strategy across an organisation, where services, given the same circumstances, are charged at the same unit prices. This primarily prevents pricing errors as well as manual administration of individual .

Usage

The main use case for Price Lists is to associate them with to control pricing for the duration of the , although this can be changed throughout of course.

Final Thoughts

Price Lists are a fairly straight forward concept but offer a significant advantage in managing service pricing throughout the journey. Whilst multiple Price Lists are not required (only one is mandated to manage ), we encourage you to arrange your pricing structures across multiple Price Lists to ease the administration burden as well as prevent billing errors.

Definition

A Participant is the person receiving services under the context of a Service Agreement. This includes information such as personal details, funding information, notes, preferences, among many others. Maica uses the native Salesforce Contacts object to capture Participants and you can learn more about Salesforce Contacts .

Purpose

The purpose of Participants is to capture the people receiving services and their relevant attributes and related information. This includes a number of default attributes, such as Age, Gender, etc as well as related information including their , goals, , funding, and manh others.

The underlying Salesforce platform allows for the easy extension of any of these components using the platform configuration tools which you can learn about .

Usage

Participants are used throughout Maica and are part of virtually every part of the Maica lifecycle. This starts from Intake, Profile Management, Service Agreements, Appointments, Invoices, and Reporting. Participants form one of the core concepts of Maica and without a Participant, not only can Maica not function, any healthcare service provider also can't achieve their goals without Participants.

Final Thoughts

Maica, like healthcare service providers, exists to empower the caring for Participants. We take great care to create a Participant profile that is relevant, useful and enjoyable to use.

Definition

A Service Agreement is the financial construct under which a receives services. This includes the ability to set up funding structures compliant with the NDIS, Aged Care and other funding arrangements. Service Agreement capture information such as , as well as key dates during which the Service Agreement is valid.

Purpose

The purpose of Service Agreements is to ensure that services are not delivered without verified funding. Maica considers the entire Participant Lifecycle as one connected process and therefore, it is critical that a has the appropriate Service Agreement funding in place prior to receiving services.

Usage

Service Agreements are a fundamental concept in Maica and these records are essential to being able to deliver services to your . Maica validates that the relevant funding, via a Service Agreement, is in place throughout the Maica lifecycle, including whilst managing:

Final Thoughts

Service Agreements provide you with assurance that a particular service to your is financially covered. Maica will inform the end user, pending their permissions, that any available funding may be exceeded without actually stopping the service from proceeding.

Definition

An Appointment Service is an absolutely critical concept in Maica as this serves as the basis for creating a family of related for the purposes of billing. An Appointment Service captures all Support Items that essentially deliver the same service but at different times and days, so the billing engine can determine which specific to bill against. A typical example of an Appointment Service might be:

Purpose

The purpose of Appointment Services, and by far the most significant advantage, is to abstract the need for the end user (or ) to select a specific at the time of managing the or . The best way to describe this is via an example...let's take the above Appointment Service. If an or is delivering this service, there is a potential difference in cost for the Participant if this service is delivered in the morning versus the evening, via specific for either time.

As the Resource managing the or though, we don't believe the selection of this specific should be required and the configuration of the Appointment Service abstracts this selection. The simply selects Therapy Services as the Appointment Service without needing to be concerned about when the service is being delivered.

Usage

Appointment Services are used throughout the delivery of services within Maica. They are particularly important when managing as this will determine what is being delivered to your . Appointment Services are also utilised in the following features:

Final Thoughts

Definition

A Shift, whilst similar to Appointments, is the principal way of organising your Resources into timeslots across your locations, including capturing the following key information:

• Resources who are delivering the service as part of the Shift

• Appointment Services (Shift Service) which are being delivered as part of the Shift

• Location at which the Shift is being held

• Recurrance if the Shift is a repeating service being delivered

Purpose

A Shift sets out the structure under which Resources are rostered on a Location, including on a recurring basis. They are visually represented in the Maica Planner and can be accessed using either the web browser or mobile device (using the Salesforce mobile application).

Usage

In Maica, Shifts form the central mechanism by which information about Resource rosters is captured and managed. Shifts are primarily managed through the Maica Planner and can be created or managed by any authorised end user, whether this be a dedicated scheduling team member or the Resource themselves.

Final Thoughts

It's important to understand the main differences between Shifts and Appointments, so we can best summarise this as follows:

• Appointments are structured to allow Participants to receive specific services at specific times.

• Shifts are structures to place Resources at a Location during specific times.

Definition

A Timesheet is a record to capture time spent delivering services for a given Resource. This includes information about the Appointment or Shift related to the service, any breaks taken as well as travel times where applicable.

Purpose

Timesheet records are not technically critical to the lifecycle within the Maica solution although the typical purpose is to provide an award interpretation and payroll system with the relevant data to process payments for your Resources.

Usage

Timesheets are generated following the successful completion of either Appointments or Shifts, via checking out or quick completing these.

Final Thoughts

Timesheets can be enabled or actually fully disabled in Maica. If enabled, each Resource can then be set up for Timesheets generation individually.

Definition

A Checklist is essentially a list of applicable tasks (Checklist Items) that a Resource will perform and acknowledge either before/during/after an Appointment or Shift. A typical example of this might be to do a COVID test, complete an assessment, or greet the Participant. An example of a Checklist might be:

Purpose

The purpose is to control tasks that need to be completed as part of an Appointment or Shift that are not billable to a Participant's Service Agreement but are required for compliance, security, or client care.

Usage

Checklists are used within Appointments and Shifts to show at various points throughout the journey, including:

• Check In

• Check Out

• Appointment Management

• Shift Management

Final Thoughts

Checklists are a really good way to get your Resources to perform tasks that are either common to your process, address compliance issues or simply record that the right tasks are done at the appropriate time.

Maica has been developed on the Salesforce platform which means, as a user, you are able to configure the underlying platform, make changes to page layouts, edit records directly, among many other things. At times, this will compromise the way Maica works and could result in either invalid data or processing errors. The below page outlines how Maica should be used/configured to avoid potential errors or unexpected bahaviours.

Direct Data Object Access

The list of the below Salesforce Maica data objects can be edited directly. Any data objects not listed below must be interacted with via Maica's user interface components to avoid unexpected behaviour.

Definition

An Invoice is the financial record capturing the delivered services required to be billed. This includes several Invoice Line Items, one for each delivered service across a billing period which essentially dictates how long an Invoice is open for before being finalised.

Purpose

The prupose of Invoices is to ensure Maica captures all financial obligations to a Participant's . This primarily records what needs to be billed, using a number of funding structures, and also reduces the available funding on a .

Usage

Invoices are primarily used within Maica's billing logic where records are created based on completed or . Similar to , Invoices are largely a backend record and mostly managed by Maica's automation.

Final Thoughts

Invoices are an essential component in the billing execution logic and typcially require no manual intervention. Solution administrators may manage these records if required but this would be unusual.

Definition

Locations in Maica specify a particular geographic address that may be used across your organisation. A typical example of this might be a wellness centre, therapy studio, or headquarters.

Locations capture information such as MMM classifications, addresses, and geolocation coordinates derived from Google, via Maica's Google Maps API integration.

Purpose

The purpose of Locations is to abstract the actual address information from the end user (or Resources) when managing either or . The end user does not need to be concerned with entering the right address everytime an or is managed but rather can simply select the Location.

Usage

Locations are primarily used when managing and . This allows the end user to simply select a Location rather than entering an address manually. Maica's Google Maps API integration also uses Locations to geo-code each one which is then used to calculate travel times between . Locations are also set for each as their primary Location so Maica can track the travel time from this address.

Final Thoughts

Locations are a good way to abstract the management of addresses manually, so we encourage you to capture Locations for each address that is used more than once and should be globally accessible.

How do I create a Service Booking in Maica?

In Maica, you can create Service Bookings through the Create Service Booking Quick Action located on the Funding Record.

The Create Service Booking Quick Action in Maica allows you to create Service Bookings for your Participants that will Sync directly with the NDIS.

Please follow the steps below to create a Service Booking:

1. Use the Create Service Booking Quick Action

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

2. Service Booking Setup

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

Before populating your Booking Items, you should first set up your Service Booking by selecting the Period of the Service Booking as well as the Type.

For your Booking Period, you can choose between Custom Dates, or the entire Plan Date.

For your Booking Type, you can choose between Standard Booking or Plan Managed. Please refer to the information box above to understand the difference and which one will be relevant for your Service Booking.

3. Populate Booking Items

Once you have setup your Service Booking, it is time to add your Booking Items.

To begin, simply click the + Add button on the right hand side of the interface. This will create a Booking Item Line Item with the following fields ready to be populated:

If you have associated Funding Items (Plan Budgets) on your Participants Funding Record, the Support Categories will be automatically populated with the available Support Categories and Budget. If you attempt to Add additional Booking Items, you will only be able to select from Support Categories associated with the linked Funding Items.

If you have no associated Funding Items, you will be able to select from all Support Categories.

4. Confirm and Finalise

After you have added all of your Booking Items, you will need to confirm your Service Booking before it can be created and synced with the NDIS. To do so, Maica will present you with a summary and a toggle, as illustrated below:

Once the toggle is selected TRUE, the Submit button will appear and you will be able to confirm your Service Booking.

After doing so, your Service Booking Record will be synced with the NDIS, and if successful, created in Maica within the Funding Record where you can manage and review your Service Booking. To learn more about managing a Service Booking, click here.

What is the Synchronise Participant Information Quick Action?

The Synchronise Participant Information Quick Action in Maica allows you to connect with the PRODA/NDIS systems to retrieve key Participant data such as Plan Records, Plan Budgets, Plan Goals, and Service Bookings from the PRODA.

Essentially, it will generate a Funding Record for your Participant with the relevant and selected data directly from the NDIS/PRODA.

Where do I find the Synchronise Participant Information Quick Action?

The Synchronise Participant Information Quick Action in Maica is located in the top right corner of your interface on the Participant Record, as shown below.

The Quick Action will retrieve the following information from PRODA for your Participants:

• Plan and Plan Budgets

• Plan Goals as recorded on the Participant's Plan with the NDIS

• Service Bookings and Booking Items

How do I use the Synchronise Participant Information Quick Action?

To begin Syncing Data for your Participant, simply click the Synchronise Participant Information Quick Action to display the following pop-up:

Here, you can nominate which Data you wish to Sync with Maica, including:

• Plan Budgets: These are retrieved from the NDIS Plan the Participant has set up with the agency.

• Plan Goals: These are retrieved from the NDIS Goals the Participant has set up with the agency.

• Service Bookings: This will retrieve all associated (and available) Service Bookings for the Participant.

Once you have selected which Data you wish to Sync, click Confirm and Maica will connect directly to the NDIS to retrieve the following information. Once done, you will see the following Summary screen.

At this stage, you can close the pop-up and your Data in Maica will updated accordingly.

How is NDIS Funding Managed in Maica?

In Maica, Funding for NDIS Participants is managed through Quick Actions located on the Contact Record. These are further explained in more detail .

However, before diving into the Quick Actions, please review the Key Terms that should be noted when using Maica's Funding operations.

Key Terms

Maica uses a number of key terms which are important in helping you understand how the solution manages NDIS Participant Funding. In Maica, the term Funding is used to represent the term Plan used by the NDIS. These terms are explained in the table below:

Participant Record Actions

Now, to begin managing your NDIS Participants Funding, you should use the Quick Actions on the Contact Record. Maica's Contact Records have unique actions to help you manage crucial pieces of information for your NDIS Participants. To learn more about the these actions, see below.

The Synchronise Participant Information Quick Action in Maica allows you to connect with the PRODA/NDIS systems to retrieve key Participant data such as Plan Records, Plan Budgets, Plan Goals, and Service Bookings from the NDIS which will be used to populate your Participants Funding Record in Maica.

To learn more about the Synchronise Participant Information Quick Action, click .

Create Service Booking

The Create Service Booking Quick Action helps ensure that the allocated funds and service details are accurately reflected in both Maica and the NDIS system.

What is a Billable Note?

A Billable Participant Note is a documented interaction provided to a participant that is eligible for billing. For example, a Resource of yours may deliver a Service over the phone and record and document the call as a Note. As a Service was delivered, this may be considered billable under the Service Agreement.

After you create a Billable Participant Note, Maica will have created both an Appointment and a Participant Note. The Note will be stored against the Participant and can be viewed in the Participants Profile, whilst the Appointment will be automatically assigned a Complete status and used within Maica for Billing.

How do I create a Billable Note?

There are multiple ways to create Billable Note(s) within Maica, these include:

• Directly from the Planner

• Through the Maica Quick Actions

What does a Billable Participant Note include?

A new Billable Participant Note includes the completion of multiple stages before it can be confirmed, below is a list of these stages:

1. Take a Note

2. Custom Fields

3. Tasks

4. Files

To dive deeper into each stage, please visit the specific pages for detailed information on every stage.

What does the Custom Fields stage include?

The Custom Fields tab captures any information from Custom Fields that have been added to your Organisations profile beyond what Maica offers. This stage functions the same way it does within an Appointment.

Where this is the case, and the custom fields have been configured, this stage will present all configured custom fields using the input relevant to their data type. This includes the ability to select pick lists, dates, lookups, and other options based on the configuration of your own Custom Fields.

If no Custom Fields have been configured, this stage of the process will not show and you will be directed straight to the Add Tasks stage.

How do I attach Files to my Billable Participant Note?

To begin attaching a file, simply click the Upload Files button at the bottom of the screen to bring up the dialogue box. Once selected, you can attach files to your Participant Note. This includes the ability to take a photo, attach a PDF file, or upload any other allowed file type.

On a mobile device, this will also feature the option to take a photo while uploading the file.

What happens after I create a Billable Participant Note?

As this is the last stage, once you have attached all your required Files simply click the Save & Close button to complete your Billable Participant Note.

After you create a Billable Participant Note, Maica will have created both an Appointment and a Participant Note. The Note will be stored against the Participant and can be viewed in the Participants Profile, whilst the Appointment will be automatically assigned a Complete status and used within Maica for Billing.

How do I create an Appointment from the Maica Actions Menu?

To begin creating a new Appointments from the Maica Actions menu, simply click the New Appointment option and you will be presented with the New Appointment pop-up.

Similar to creating a new Appointment from the Planner, after the pop-up is presented, a few stages must be completed before the Appointment can be confirmed.

Pre-populated Fields

When creating an Appointment from the Maica Actions menu, the Date & Time will be pre-populated. Maica will pre-populate this field to the current Date & Time of the action selected, and will automatically set the Appointment duration to 60 minutes. This can be changed manually in the Basic Details stage of the Appointment creation.

How do I create an Shift from the Maica Actions Menu?

To begin creating a new Shifts from the Maica Actions menu, simply click the New Shift option and you will be presented with the New Shift pop-up.

Similar to creating a new Shifts from the Planner, after the pop-up is presented, a few stages must be completed before the Shifts can be confirmed.

Pre-populated Fields

When creating an Shifts from the Maica Actions menu, the Date & Time will be pre-populated. Maica will pre-populate this field to the current Date & Time of the action selected, and will automatically set the Shifts duration to 60 minutes. This can be changed manually in the Basic Details stage of the Shifts creation.

How is Home Care Package Funding Managed in Maica?

In Maica, Funding for Aged Care Participants with Home Care Package Funding is managed through a Quick Action located on the Participants Service Agreement. This Quick Action is the Manage Budget tool and is further explained in more detail here.

Essentially, within the Manage Budget Quick Action you will manage all your Home Care Package Funding, however it is important to note that once a Budget has been created, Maica will generate a Funding Record for your Participant with the relevant data.

This Funding Record will sit on your Participants Contact Record, and whilst is not useful in managing your Participants Funding, it will provide a handy overview of the Budget information.

What is included in a Home Care Package Funding Record?

Within a Home Care Package Funding Record you can find the following information and functionality:

• Funding Budget Information

• Funding Period Information (Start Date & End Date)

• Funding Items

• Funding Overviews & Charts

What are the key components of a Home Care Package Funding Record?

The key components of a Home Care Package Funding Record are the Funding Items, these are explained in further detail below.

Funding Item

The Funding Item represents the specific Plan Budget Items or Components included in a Participant's Home Care Package. Generally, these define what Support Purposes have been selected to form part of a Home Care Package Budget. For example, when Managing your Home Care Budget, if you have selected an Oxygen Supplement, as shown below.

This will then be created as a Funding Item record in your Funding Record, as per below:

What other information is stored in a Funding Record?

Participant Budget Information

The Participant Budget Information section has a number of Roll-Up Summary fields that collect data from the corresponding Funding Item record(s). These fields are explained in further detail below:

What does the Take a Note stage include?

The Take a Note tab captures the basic details of the Billable Participant Note, as described in the below table:

Things to look out for: Take a Note

1. No Agreement for Appointment Service

This alert will show in the instance where the selected Participant(s) have no Agreement for the selected Appointment Service. When this is the case, Maica will alert you under the Participant(s) input box (as shown) and the Save & Next button will become unavailable. This is the only restriction that Maica enforces where the user cannot continue to create a Billable Participant Note.

In order to resolve this alert, you must select an Appointment Service that the selected Participant(s) have an Agreement for and hence can be billed against.

When the Participant(s) have an Agreement for the selected Appointment Service, the alert will be replaced by the following billing and budget information:

What does the Tasks stage include?

The Tasks tab offers the ability to add any Tasks to your Billable Participant Note. This is a record of an action or activity that needs to be completed or has already been completed.

How do I add a Tasks to my Billable Participant Note?

To begin adding tasks for your Participant Note(s), simply click the the + button in the top right corner of the screen.

Once a new Participant Note Task has been created, you will be prompted to populate a number of customisable fields, including assigning your task to the required personnel.

You can open the text input box by clicking the arrow on the far right hand side of the screen, as shown below.

This will allow you to add custom comments to your task, as shown below.

Once you have populated your task, click the Blue Tick to save it and add it your Billable Participant Note.

Things to look out for: Tasks

1. Unsaved Changes

If you are presented with the below error when clicking the Save & Next button and hence trying to proceed to the next stage of creating your Billable Participant Note, it means you have not properly saved a created Task.

In order to resolve this, simply ensure the Blue Tick in the top right hand corner of your interface (as shown above) has been clicked on all Tasks. This makes sure they are properly saved and allows you to proceed to the Files stage.

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:

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.

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

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.

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

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.

What are Global Actions?

Global actions are a versatile feature that allow you to do a variety of tasks easily from anywhere in Salesforce, including the Home Page and Mobile App. The Maica Actions offer easy and instant access to important Maica functions, including:

How do I access Global Actions?

To get started, you can find the Global Actions menu, which is represented by a + icon, in the top right corner of your interface. As shown below.

Simply click on this icon to open the dropdown menu, which will display all available actions.

The Maica Actions are custom actions specifically designed for Maica, whilst the other actions available in the Global Actions dropdown are standard Salesforce actions available by default in any Salesforce organisation.

Select Maica Actions to open the submenu in the bottom right corner of your screen. This will remain accessible until you close it, regardless of the screen you navigate to within Maica. As shown below:

How do I create a new Timesheet Entry from the Maica Actions Menu?

To begin creating a new from the Maica Actions menu, simply click the New Timesheet Entry option and you will be presented with the pop-up to begin populating your .

Similar to creating a new from the , after the pop-up is presented, a few stages must be completed before the can be confirmed.

Pre-populated Fields

When creating a Timesheet Entry from the Maica Actions menu, the Date & Time will be pre-populated. Maica will pre-populate this field to the current Date & Time of the action selected, and will automatically set the Entry duration to 60 minutes. This can be changed manually during the creation.

What information does the Schedule View display?

The Schedule View is the default view in Maica. It is an overview of all Planner information and hence displays Appointments, Shifts and Unavailability. We recommend that all Scheduling and Rostering work is done in the Schedule View.

Calendar Mode

On Calendar Mode, Schedule View will display your Planner with the above information within a grid based on the days and hours of the .

Timeline Mode

On Timeline Mode, Schedule View will organise your Planner by Resource(s). This will display all of the Resources that in use on the left with all of their associated Appointments, Shifts and Unavailability on the right.

When you make an Appointment from Timeline Mode in Schedule View, the Appointment will be pre-populated with the Resource of the row on which you created it.

A few useful interaction features are available on the Resource cell in Timeline Mode on Schedule View. These are:

What is a Planner View?

A Planner View in Maica is defines what type of data is displayed in the Planner. It allows users to switch between different categories to focus on specific scheduling information. Each view determines which Shifts and Appointments are shown based on the selected focus and each view is tailored to a particular need within an organisation.

Maica provides various Planner views.

The below list outlines the available views on the Maica Planner:

• Schedule

• Participant View

• Asset View

• Accomodation View

• Roster View

• Shift View

To dive deeper into each view, please visit the specific pages for detailed information on every view.

What is a Planner Mode?

A Planner Mode in Maica refers to the layout or format used to display the schedule. The two Modes in Maica's planner are Timeline Mode and Calendar Mode.

• Timeline Mode: This mode presents Appointments and Shifts in a horizontal timeline, displaying the schedule across a selected time period while aligning the selected view category along the side.

• Calendar Mode: This mode offers a more traditional calendar view, where Appointments and Shifts are displayed within a grid based on the days and hours of the selected period.

You can toggle between these Modes to choose how the schedule is visually represented within each View.

How do I select my display options in the Planner?

When in the Planner, you can adjust your display options by simply using the following buttons:

What information does the Participant View display?

The Participant View is organised by Participants. In Calendar Mode, it shows all Appointment and Shift related Planner information, and in Timeline Mode it organises all Appointments and Shifts by associated Participants.

Calendar Mode

On Calendar Mode, Participant View will display your Planner with the above information within a grid based on the days and hours of the selected period.

Timeline Mode

On Timeline Mode, Participant View will organise your Planner by Participant(s). This will display all of the Participant(s) that have Appointments populated on the left , and all of their associated Appointments on the right.

When you make an Appointment from Timeline Mode in Participant View, the Appointment will be pre-populated with the Participant of the row on which you created it.

What information does the Roster View display?

The Roster View is an overview of all Shift and Unavailability information.

Calendar Mode

On Calendar Mode, Roster View will display your Planner with the above information within a grid based on the days and hours of the selected period.

Timeline Mode

On Timeline Mode, Roster View will organise your Planner by Resource(s). This will display all of the Resource(s) that have Shifts populated on the left , and all of their associated Shifts and Unavailability on the right.

When you make a Shift from Timeline Mode in Roster View, the Appointment will be pre-populated with the Resource of the row on which you created it.

If you use the Group By Planner Action, Maica will show helpful indicators on your Planner to inform you of how many unique Shifts(s) you have at any given time, as shown below.

Here, we have have grouped by Location, and Maica is showing us that during the three time slots we have 1 unique Shift.

The colours of the numbers indicate the filled status of the Shift(s), as per below:

• Green: Shifts filled with the required number of Resource(s).

• Yellow: Shifts partially filled with the required number of Resource(s).

• Red: Shifts not filled with the any Resource(s).

How do Group my information on the Planner?

On the Planner, you can group your information in order to make it easier to visualise related items together. For example, in Shift View, you can order Shifts(s) by Location, which improves organisational clarity and planning.

To begin, simply begin by clicking the Group By button, as shown below.

Once selected, the custom Group By Field Selector module will display, as shown below.

It is here you can select which field you wish to organise your information by.

After selecting a field, click Select to finalise. Below, I have chosen to Group my Shifts by Location.

What information does the Asset View display?

The Asset View is organised by Assets. In Calendar Mode, it shows all Appointment and Shift related Planner information, and in Timeline Mode it organises all Appointments and Shifts by associated Assets.

Calendar Mode

On Calendar Mode, Asset View will display your Planner with the above information within a grid based on the days and hours of the selected period, as shown below.

Timeline Mode

On Timeline Mode, Asset View will organise your Planner by Asset(s). This will display all of the Asset(s) that are assigned to Appointments and Shifts populated on the left , and all of their associated Appointments and Shifts on the right.

When you make an Appointment from Timeline Mode in Asset View, the Appointment will be pre-populated with the Asset of the row on which you created it.

How do select the Date on the Planner?

You have three options on the Planner to choose the date you want to view:

What information does the Shift View display?

The Shift View is an overview of all Shift information.

Calendar Mode

On Calendar Mode, Shift View will display your Planner with the above information within a grid based on the days and hours of the selected period.

Timeline Mode

On Timeline Mode, Roster View will organise your Planner by Shift(s). This will display all of the Shifts(s) in chronological order.

Similar to Roster View, If you use the Group By Planner Action, Maica will show helpful indicators on your Planner to inform you of how many unique Shifts(s) you have at any given time, as shown above.

In addition, a few useful interaction features are available on the Shift cell in Timeline Mode on Shift View. These are:

What are the Planner Actions?

Planner actions refer to actions and tasks possible through the . There are several actions you can take within the Planner in Maica, including the following:

To dive deeper into each Action, please visit the specific pages for detailed information on every Action.

How do I create a new Appointment or Shift from the Planner?

There are multiple ways to create a new Appointment or Shift from the Planner, this article will show you how to use the Quick Action.

Simply begin by clicking the + button, as shown below.

Once done, either the New Appointment or New Shift module will display. Maica determines which module to display based on what View you are in. Please refer to the table below to see which View opens which module:

Once the applicable module has been shown, create your Appointment or Shift by following the same steps detailed here.

What are the Basic Filters in Maica?

Once you have chosen the Filter from the Planner, you may switch between Basic and Advanced Filters. The table below describes the Basic Filters in more depth.

How do I create a new Billable Participant Note from the Planner?

There are multiple ways to create a new Billable Participant Note in Maica, this article will show you how to use the Quick Action in the Planner.

Simply begin by clicking the New Billable Participant Note button, as shown below.

Once done, the New Billable Participant Note module will display.

Once the module is displayed, please complete your Note by following the instructions described here.

How do I create an Appointment?

A quick and efficient way to create Appointments is directly through the the Maica Planner. Maica has an interactive user mechanism where you can simply drag and release your mouse on the Planner in order to prompt the creation of an Appointment.

Please see below for an example:

Pre-populated Fields

When creating an Appointment, a number of fields will be pre-populated. These fields depend on the Planner view the user is in when the Appointment is created. The pre-populated fields for each view are outlined in the table below:

Appointment Stages

After the new Appointment is created, a few stages must be completed before the Appointment can be confirmed.

Below is a list of these stages:

1. Basic Details

2. Location

3. Schedule

4. Additional Details

5. Custom Fields

6. Summary

To dive deeper into each stage, please visit the specific pages for detailed information on every stage.

What is the Planner Filter?

The Planner Filter in Maica is a tool that allows users to refine and customise the information displayed on the Planner. By selecting specific criteria, you can narrow down the view to focus on relevant information and data. The Planner Filter ensures that users can efficiently manage and organise Appointments, Shifts, Resources, and Participants based on the selected filters.

Where do I find the Planner Filter?

The Planner Filter is located on the far left hand side of the Planner menu, as shown below:

Once you have selected the Filter, Maica offers two filtering options. These are:

For further in-depth information on each filtering option, please refer to the associated page.

What does the Manage Unavailability Tool do?

Maica supports the management of Unavailability records which essentially mark any given as not available for inclusion into an or .

The Manage Unavailability Tool essentially allows you to manage and create these records directly from the , as demonstrated below.

Maica offers the ability to either create a single Unavailability for any given Resource or multiple at the same time by simply adding multiple Resources into the Resources(s) input.

Creating a new Unavailability Record

How do Order my information on the Planner?

On the Planner, you can order your information in order to make it easier to locate or prioritise data. For example, in Schedule View, you can order Resource(s) by Age Group, which improves visibility and planning efficiency.

To begin, simply begin by clicking the Order By button, as shown below.

Once selected, the custom Filter By Field Selector module will display, as shown below.

It is here you can select which field you wish to organise your information by.

After selecting a field, click Select to finalise. Below, I have chosen to Order my Resources by Age Group.

What are the Advanced Filters in Maica?

The Advanced Filters in Maica allow you filter through more specific attribute fields for your Appointments, Shifts, Participants or Resources.

How do you apply an Advanced Filter in Maica?

In order to show you how you apply an advanced filter in Maica, let's use an Appointment Attribute as an example:

1. Navigate to the Advanced Filter Tab

First, begin by selecting the Advanced menu option in the Planner filter, as shown below.

Here, we can see we have the option to Add Criteria for Appointment, Resource and Participant Attributes.

As mentioned above, let's add an Appointment Attribute Criteria.

2. Add Criteria

Begin by simply clicking the Add Criteria link to create a New Criteria box, as shown below.

From here, you need to choose your field by clicking the Choose button.

3. Select Fields

After clicking the Choose button, you will be presented with the Field Selector module. Here, you can select the specific field you wish to filter by. For example, we may wish to filter by Location -> State, as shown below.

Once you have selected your desired field, hit the Select button to confirm.

4. Operator and Value

Finally, after selecting your field, you must select an Operator and a Value. These concepts are defined below:

• Operator: An operator is a function that defines the relationship between two values (Field and Value). It determines how the two are compared, filtered, or evaluated, such as checking for equality, differences, or whether one value contains another.

• Value: A value is a specific piece of data that corresponds to the selected field. It represents the actual option or information that will be used for comparison or filtering. So, in this case, the values are the possible states (e.g., ACT, NSW) for the field Location > State.

So, using the selected field as an example, you could set your Operator and Value to the following:

• Field: Location > State

• Operator: equals

• Value: NSW

This will filter the Planner to only show Appointments where the State in the Location field equals NSW.

What is Scheduling in Maica?

Maica scheduling allows you to create a recurring schedule for your new . Recurring Appointments happen on a regular schedule and Maica will create these based on the populated information from completing the following fields:

Additional Details:

When making Recurring Appointments, you have two more configurable options.

1. Exclude Public Holidays:

• If you create a Recurring Schedule by End Date and Public Holidays fall within the specified dates, the Public Holidays will be skipped and the number of appointments in your schedule will be reduced by the number of Public Holidays within the specified dates.

2. Schedule by Number of Appointments:

The scope of your schedule can also be determined by inputing the Number of Appointments desired within your recurring schedule (This is a configurable alternative to determining the scope by End Date). If the Number of Appointments is selected, Maica will automatically provide an End Date based on the Start Date, Frequency and Repeat Every fields. To toggle between End Date and Number of Appointments, click the hyperlinked text under the field box.

Recurring Appointment Cost Breakdown

When creating a Recurring Appointment Schedule, Maica calculates the projected cost of the schedule and generates a breakdown like the following:

The cost calculation is triggered by clicking the Calculate Cost Breakdown hyperlink. The breakdown will contain all appointments that fall inside the schedule, including their day of the week, and will provide the following budgeting data:

Things to look out for: Cost Breakdown

1. Insufficient Budget

2. No Service Agreement

Definition

A Support Item is used to define a distinct service or product being delivered to a Participant, such as an occupational therapy session or wheelchair. Support Items capture information about the service itself as well as the service day (weekday, Saturday, Sunday, etc) , service time (morning, afternoon, etc), and many other attributes to define what a service is and how it is delivered.

A typical example of a Support Item might be:

Purpose

The purpose of Support Items is to define the service being delivered as well as capture them in the for a . A number of funding strutures may use Support Item differently, for example, in the NDIS, Support Items are billed differently depending on when a service is delivered. In this case, it would be useful to have mutliple Support Items for each time (such as morning or afternoon) and associate these with the appropriate .

Usage

Support Items are used widely within Maica, including in the management of , , and . These records bring together the funding captured under a with the being delivered within an or .

Final Thoughts

Support Items are the backbone of setting up your services, particularly via . We would typically expect a Maica solution to have potentially hundreds of Support Items to distinguish between each service. There is absolutely no issue with having many Support Items in your catalogue.

Definition

An Appointment is the principal way of organising services to your into timeslots across your care team, including capturing the following key information:

• who are being serviced as part of the Appointment

• who are delivering the service as part of the Appointment

• which are being delivered as part of the Appointment

• at which the Appointment is being held

• Recurrance if the Appointment is a repeating service being delivered

Purpose

An Appointment sets out the structure under which services are delivered to . They are visually represented in the and can be accessed using either the web browser or mobile device (using the Salesforce mobile application).

Usage

In Maica, Appointments form the central mechanism by which information about delivered services is captured and managed. Appointments are primarily managed through the and can be created or managed by any authorised end user, whether this be a dedicated scheduling team member or the themselves.

Final Thoughts

The majority of service delivery and billing is managed via Appointments, with the exception of , and therefore these records form a fundamental part of Maica. With the use of various available sections and custom fields, you can really make the Appointment management experience your own.

Definition

A Delivery Activity is the technical output of a delivered service; it essentially represents each delivered service to each . It is very unlikely that the average end user (or ) will need to be concerned with these records, as it is a fairly technical record. The information captured on a Delivery Activity will include the following key information:

• Key Dates

• A reference to the which delivered the service to the

• A reference to the Item funding the delivered service for the

• Billing information to ensure Maica's billing engine can process the delivered service

Let us further explain this via an example:

• If an is scheduled to deliver occupational therapy to 2 , the will have two Delivery Activities, one for each Participant for the service.

• Each Delivery Activity will be billed according the underpinnig the service for each .

Purpose

The purpose of Delivery Activities is to track delivered services and create a billing record that can be processed by Maica's billing engine. This essentially abstracts the from the billing and allows administrators to manage specific billing scenarios as required by any relevant business process.

Usage

Delivery Activities are a backend process and get generated when scheduling Appointments to deliver services to Participants. The Maica billing engine then reads the Delivery Activities to inititate the appropriate billing logic.

Final Thoughts

The generation of Delivery Activities is totally controlled by Maica, there is no reason to manually interact interact with these records. You are able to change them in case the billing logic execution produced incorrect results but, outside of this use case, these will just run in the background.

Definition

A Resource is a person delivering a service, either via an Appointment or a Shift. This includes information such as personal details, availability, unavailability, skills, and the relationship to specific .

Purpose

The purpose of Resources is to capture the care team delivering services. This has been architected as its own data object, called Resource rather than using the native Salesforce Contact. The main reason for this is to separate the workforce from the overall Contacts/Participants in the system. Resources also capture fundamentally different information which lends itself moreso to a specific data object to manage this.

Usage

Resources are used widely in Maica, including associating them with and . This includes beign able to filter and select Resources for based on Skills and Availability. In addition, Maica generates for Resources when or are completed successfully.

Final Thoughts

Resources, or your care team, are the backbone of your organisation, making a real difference to your . We are proud to have built a powerful and enjoyable application for your team to use and ensure that the focus remains on the quality of service to your .

Participant Profile Overview

In Maica, Participants are managed as Salesforce Contact Records.

Contact records are the place where you capture and manage attributes and information of your Participants, including:

• Personal Information (i.e. Name)

• Contact Information (i.e. Phone and Email)

• Address Information

• Demographic Information (i.e. Birthdate, Age, Primary Language)

• NDIS Number (NDIS only)

• Communication Preferences

Participant Record Summary Components

The Participant Record includes handy Summary Components containing key information about the Participants Funding and Service Bookings. These components are:

Funding Summary Component

This component summarises crucial information from the Participant's Funding right on the Contact record. This means you will not have to sift through associated documents to receive a quick, at-a-glance summary of the Participant's Funding information. It is located on the right hand side of the record under the Funding Information tab.

Service Booking Summary Component

Similar to the Funding component, this component summarises the key period and budget information for any active Service Booking records associated with the Participant. This will only be relevant for your non-PACE NDIS Participants.

Participant Record Related Lists

The Participant Record also includes handy Related Lists containing key information about the Participants. The key lists are further detailed below:

Connections

The Connections List allows you to define relationships between Contacts. This could include both personal relationships as well as any other form of connection between people.

The easiest way to access Connections is via the Participant Profile under Related.

Before detailing how Connections function in further detail, here are some things you should know about this feature:

• Connections are reciprocal. Meaning, Maica will create a corresponding Connection for both Contacts.

• You can create your own Connection types beyond what Maica offers out of the box within the Connection Settings.

Now, please refer below to see what a typical Connection record will look like in Maica.

In order to create a new Connection, simply click the New button and complete the following fields:

• Contact: Maica auto-populates this field with the name of the Contact the Connection record is connected to.

• Related Contact: Specifies the Contact who's related to the person in the Contact field.

• Type: Specifies how the Related Contact is connected to the Contact. In the below example, Andrew Milne is Luca Milne's parent.

• Status: Specifies whether this is a current or former Connection.

Once these fields have been populated, a few additional options are available for you to record, including:

• Primary Contact: When this option is selected, Maica will display the Related Contact on the Participant profile for ease of access to critical information. We have shown you a sample of this at the bottom of this article.

• Next of Kin: Specifies that the Related Contact is the Next of Kin for the Contact.

• Description: A place to add additional information about the Connection.

• Statement Recipient: Specifies that the Related Contact is the recipient of the Statement.

• Invoice Recipient: Specifies that the Related Contact is the recipient of the Invoice for self managed Service Agreements.

Once done, your Connection record will be saved within the Profile of both Contacts.

Participant Resources

The Participant Resource related list allows for the management of Resources being assigned to Participants. It is located under Client Care tab.

The benefit of this list is to be able to see which Participants are associated with which Resources, as shown below. This is particularly useful if a Participant is associated with multiple Resources.

To link a Participant with a Resource, simply click New, select the desired Resource from the dropdown, nominate a Date Range, and Save.

What is Quick Completing an Appointment?

Quick Completing an Appointment essentially bypasses the checking in/out processes and sets an Appointment to the Completed status. It is possible to still capture Appointment Service information whilst Quick Completing an Appointment.

What does the Quick Complete Action include?

When Quick Completing an Appointment, you are presented with a dialog showing distinct areas of input including Appointment Date & Time Information, Participant Note(s), Appointment Service Information, Manage Travel as well as Check-In/Out Location; these areas are further described in this article.

Participant Note(s)

The first area in the Quick Complete process is to capture any Participant Note(s) for each Participant allocated to the specified Appointment.

Where multiple Participants are part of an Appointment, an individual Client Note will be generated for each Participant. For individual Participant Notes, a Category can also be captured.

Check In/Out Location

This part of the Quick Complete process captures accurate Location information. Maica offers the ability for Locations to be tracked to ensure that Appointments can be accurately recorded.

Appointment Date & Time Information

This part of the Quick Complete process captures the relevant Date & Time information. Maica offers configurable capability when Quickly Completing an Appointment to ensure that Appointments can be accurately recorded.

When Quickly Completing your Appointment, Maica will automatically populate the Date and Time information to the scheduled Date and Time of the Appointment. This can be configured by manually entering any desired Date and Time.

Manage Travel

When Quick Completing an Appointment, you can also Manage Travel. To learn more about the Manage Travel Action, please click here:

1. Manage Travel Tool for Users

Appointment Services

This part of the process offers an overview of the Appointment Service(s) delivered as well as the ability to adjust the quantity of each service as required. Adjusting the quantity offers you flexibility within an Appointment to control how long each Participant may spend for each Appointment Service within an Appointment, or how long each Service may have been delivered. This means, if the actual service duration has changed for one or more Participants, this can easily be captured.

What does the Summary stage include?

The Summary provides an overview of the Appointment, including the selected Start Date, Start Time, End Date and End Time. It also summarises each selected Appointment Service for each selected Participant, as described in the below image and by the below table:

Things to look out for: Summary

1. Adjusted Quantity

Adjusting the quantity offers you flexibility within an Appointment to control how long each Participant may spend at an Appointment or how long each Service may be delivered for. For example, if Margaret Johnson will attend the created Appointment for the full 3.5 hours, but Luca Milne may only attend for 2 hours and I wanted to bill accordingly, I would adjust Luca's quantity.

When adjusting the quantity for a Participant(s), Maica will alert you with a symbol indicating that you have individual Appointment Service that does not correspond with the details of your Appointment. This is not an error, but rather an alert to identify the adjusted quantity. Once you have changed the quantity for a Participant(s), the total Appointment cost will also automatically update. Please refer to the image below for an example with an updated quantity and the changes Maica will display:

What does the Custom Fields stage include?

The Custom Fields tab captures any information from Custom Fields that have been added to your Organisations Appointment profile beyond what Maica offers.

Where this is the case, and the custom fields have been configured, this stage will present all configured custom fields using the input relevant to their data type. This includes the ability to select picklists, dates, lookups, and other options based on the configuration of your own Custom Fields.

If no Custom Fields have been configured, this stage of the Appointment creation process will not show and you will be directed straight to the Summary stage.

What are the Location Selection Options?

The second tab captures the location details of the Appointment. There are four different methods by which the location can be established, as shown below:

1. Location

By using the Location tab, you can choose the location of your Appointment from your stored Locations . Once your Location is selected, any connected Accomodation records are displayed and accessible for selection in order to provide a more detailed location.

2. Participant Location

The Participant Location tab enables the Appointment Location to be selected from a list of all recorded Mailing Address values for each Participant associated with the Appointment. So, when adding Participants to an Appointment, you can automatically select the Appointment Location from all addresses connected to their record.

3. Manual Entry

The Manual Entry tab allows for flexibility where the Appointment is to be held at a location not previously recorded. You can enter an address manually to be captured against the Appointment. Here, you have the option to manually enter the information or have the fields automatically fill in by using the Google Maps Integration to find the address.

4. Digital Location

If your Appointment is not at a physical address, simply click the toggle to turn off all Location selection options and proceed with the Appointment setup.

Google Maps Integration

Maica integrates with Google Maps to determine travel times.

When selecting a location for any given Appointment, Maica will use Google to determine the required travel time and distance to and from the Appointment. It will then give you an Appointment Travel Time Breakdown which includes a summary of your travel, as well as the total travel time and distance for the Appointment.

When determining your Appointment Travel Time Breakdown, you have three options for both the origin (1. from which travel will be started) and the destination (2. to which travel will complete) of your Appointment. These options are shown in the table below:

Travel Alert

Maica uses Google Traffic Awareness to check that you will arrive to your Appointment on time. It does this by assessing your selected Appointment time with your estimated travel time in order to verify that you will make it based on Google Traffic data. If you aren't expected to make it, Maica will display the alert below:

What are Appointment Actions?

Appointment actions refer to actions and tasks related to managing and handling your Appointment. There are several actions you can take within an Appointment in Maica, including the following:

How do I access the Appointment Actions?

In order to begin actioning an Appointment, simply click on the Appointment in your Planner, then click the View button. Once the Appointment is showing, the available Appointment Actions (depending on your Appointment Status), will be visible on the bottom of the window, other than the Open Appointment Profile action, which is in the top right corner, as shown below.

Some Actions are also available from the Appointment Quick Information dialog, as shown below. The Quick Information Actions are accessible simply by clicking the Appointment and without having to open the entire module.

Shift Actions Visibility based on Shift Status

The visibility of the Appointment actions are dependant on the status of the Appointment. Please refer to the table below to learn which action is available for each Appointment status.

How do I attach a file to an Appointment?

To begin attaching a file, simply open an Appointment and then click the Files button at the bottom of the screen to bring up the dialogue box. Once selected, you can attach files to an Appointment. This includes the ability to take a photo, attach a PDF file, or upload any other allowed file type.

Mobile Use

On a mobile device, this will also feature the option to take a photo while uploading the file, as illustrated below.

What does the Check-Out Action include?

When checking out of an Appointment, you are presented with four distinct areas of input including Appointment Date Information, Resource(s) that are Checking Out, Appointment Service Information and Check-Out Location whilst the second shows Appointment Checklist Information and the Manage Travel Action. In addition, Maica offers an optional area of Participant Note(s). These areas are further described in this article.

Appointment Date Information

Similar to Check-In, This part of the Check-Out process captures the relevant Date and Time information. Maica offers configurable capability for Check-Out information to ensure that Appointments can be accurately recorded.

When Checking-Out of your Appointment, Maica will automatically populate the Date and Time information to the current Date and Time. This can be configured by manually entering any desired Date and Time, or by setting the information directly to match the scheduled Appointment by selecting the text shown below.

Who is Checking-Out?

Similar to Check-In, this part of the Check-Out process determines which Resource(s) are Checking-Out at any given time. When you check out of an Appointment for the first time, all of the Resource(s) allocated to that Appointment are automatically populated. This can be modified by manually removing any resources that are not currently Checking-Out. To Check-Out these Resource(s) at a later time, simply reselect the Appointment, then Check-Out, and repeat the process. All Resource(s) assigned to the Appointment who have not already Checked-Out will be automatically populated once again.

Appointment Service Information

This part of the Check-Out process offers an overview of the Appointment Service(s) delivered as well as the ability to adjust the quantity of each service as required. Adjusting the quantity offers you flexibility within an Appointment to control how long each Participant may spend for each Appointment Service within an Appointment. This means, if the actual service duration has changed for one or more Participants, this can easily be captured at the time of Check-Out.

Check-Out Location

This part of the Check-Out process captures accurate Check-Out Location information. Maica offers the ability for Check-Out locations to be tracked to ensure that Appointments can be accurately recorded.

Appointment Checklist Information

This part of the Check-Out process captures any Checklist(s) assigned to the Appointment. If a Checklist(s) has been associated with an Appointment, you will be presented with the list of each Checklist Item and asked to capture the outcome of each item.

Similar to Check-In, for each Checklist Item, if so configured in the Checklist, you are prompted to provide further information to manage possible outcomes of Checklist Items in the form of a Note. You access this Note by simply clicking on each Checklist Item.

Manage Travel

The Manage Travel Action offers the ability to capture travel and associated expense claim information. The main purpose of the Travel Management tool in Maica is to facilitate the accurate recording of travel-related information and ensure that travel-related expenses and time is tracked and logged accurately. The tool is broken down into a number of sections, as outlined below:

1. Time and Distance

The first step in using the Manage Travel tool is to track the time and distance travelled as part of the Appointment. Maica will automatically populate, using Google, and based on the information provided at the Location stage of the Appointment creation, however, it can be adjusted if desired.

2. Travel Cost Allocation

If you have multiple Participant(s) assigned to a particular Appointment, this section allows you manually allocate what percentage of the travel costs should be billed against each Participant, as shown below.

You can adjust these percentages by simply deleting the automatically populated percentages and manually inputting your desired ones.

3. Time Based Travel Breakdown

The Time Based Travel Breakdown allows you to divide the total minutes of travel into the time travelled to an Appointment, and from an Appointment.

You can do so by moving the slider to your desired split of Travel Time.

This allows flexibility in your Travel billing, and also has a direct relationship with how you may want to charge for Travel.

4. Create a Timesheet Entry

Maica allows you to create Timesheet Entries based on the Time Based Travel. These can be both Billable and Non-Billable, depending on how you treat Travel within your organisation. In order to create a Timesheets from Travel, you must have Payable Travel not equal to Do not Pay (it can be any other value) in the Travel Management Settings.

5. Non-Time Based Travel Breakdown

The Non-Time Based Travel Breakdown allows to divide the total kilometres of travel into the distance travelled to an Appointment, and from an Appointment.

Similar to the Time Based Travel Breakdown, you can do so by moving the slider to your desired split of Travel Distance.

As Expense Claims are based on Non-Time Based Travel, it is important to note that within the Travel Management Settings, you can select how you wish to Pay for Travel. The options include; Do not pay, Pay for travel to an Appointment, Pay for Travel from an Appointment, Pay for both.

This essentially means that if you have selected any value other than Do not pay, moving the slider will determine your Resource(s) reimbursement amount based on your Travel Management Settings.

6. Create an Expense Claim

Finally, once the above stages have been completed, the Manage Travel Tool will create an Expense Claim.

Participant Note(s)

The final step in the Check-Out process is to capture a Participant Note for each Participant allocated to the specified Appointment.

Where multiple Participants are part of an Appointment, an individual Client Note will be generated for each Participant. For individual Participant Notes, a Client Goal and Category can also be captured.

What is the Smart Selection Filter?

The Smart Selection Filter is a tool designed to identify and rank the most suitable Participant(s), Resource(s), or Asset(s) for an Appointment based on a range of possible attributes. It simplifies the roster selection process by comparing all available options to selected attributes and presenting them in an ordered list based on matches. This feature allows you to quickly and efficiently select the optimal fit for your Appointment.

Where do I find the Smart Selection Filter?

In Maica, you select Participant(s), Resource(s), and Asset(s) in the Basic Details stage of creating or managing an Appointment, it is here you will also find the Smart Selection Filter. On the right side of the selection search box, you will see a Filter symbol; simply click this Filter to open the Smart Selection Filter pop-up, as shown below.

Smart Selection Filter Elements

Once you have clicked on the Filter icon, and Smart Selection Filter pop-up has been presented, you will notice a number of elements within the tool. These are described below:

How do I use the Smart Selection Filter?

To most effectively use the Smart Selection Filter, you should begin by specifying any relevant skills or attributes that you want to consider for your selection.

Skills

To add a skill, use the search bar to find one from your Maica instance's predefined skills list. Remember, skills are only relevant when selecting a Resource(s).

Attribute

To add an attribute, click the Add Criteria button under the Attribute Criteria section to display the following pop-up:

Once the pop-up is displayed, click the choose button under Field in order to add a new attribute.

Let's say you chose Age Group. After you have selected it, Maica will show any required additional fields required to specify the attribute, as shown by the Value field above. So, you can then proceed to populate the Operator and Value Field and click done to add the attribute.

Once you have added all your required attributes, simply click the tick button to update the selection list, as shown below.

Once clicked, the selection list will automatically with new scores based on the changes made, as shown below.

Smart Selection Filter Dropdown Criteria Sections

When selecting a Resource(s), you can chose to order your list based on a number of additional criteria. These are further explained in the table below:

What does cancelling an Appointment involve?

When Appointments are cancelled, Maica will mark the Appointment and any existing Delivery Activities as cancelled rather than simply deleting the Appointment and associated information.

Maica supports two scenarios in which Appointments can be cancelled, including:

1. Single Appointments: They are cancelled by simply setting all related Delivery Activities to cancelled and the Appointment Status is also set to cancelled. Appointments are not deleted.

2. Recurring Appointments: They are cancelled for either only the specific Appointment being managed or for any future Appointments part of the Recurring Schedule. Maica will display the following option when a Recurring Appointment is attempted to be cancelled. Appointments are not deleted.

Cancellation Requested Date

When an Appointment is to be cancelled, Maica can capture the Date/Time of the cancellation request. This allows you to record the actual cancellation request time rather than it defaulting to the time when the cancellation action is performed. This ensures more accurate tracking of cancellation events and appropriate calculation of related charges.

The Cancellation Requested Date field allows you to manually input the date and time of the client's cancellation request, ensuring Maica records accurate information and processes Cancellation charges correctly.

For example:

• A client requests the cancellation of an Appointment scheduled for 10:00 AM, 5th December 2024, at 8:00 AM, 5th December 2024.

• You, as the user, cancel the Appointment in the Planner at 12:00 PM, 5th December 2024.

• You can then populate the Cancellation Requested Date field with 8:00 AM, 5th December 2024 (the time the client made the request).

• Maica uses the Cancellation Requested Date to determine Cancellation charges, reflecting the correct timeline and avoiding overcharging.

Cancellation Reason

When cancelling an Appointment, Maica asks for a Cancellation Reason. If a Cancellation Reason is selected, Maica requires a Cancellation Date.

The Cancellation UI with all the above fields is shown below.

What is a Service Booking?

The NDIS defines a Service Booking as the following:

Service Bookings are used to set aside funding for an NDIS registered provider for a support they will deliver.

Essentially, it is an agreement between an NDIS participant and a registered service provider that allocates a specific portion of the participant's NDIS funding for certain services. Service bookings are used to reserve funding for services that the participant plans to receive under their NDIS plan.

What are the components a Service Booking Record?

In Maica, you can find the following information and functionality on a Service Booking Record:

• Budget Information (Funding Information)

• Service Booking Period Information (Start Date & End Date)

• Service Booking Progress Information (Period and Funding Utilisation )

• NDIA Synchronisation Information (NDIS Reference & Last Sync Date)

• Booking Items (where the actual details of the funded supports are defined)

Service Booking Statuses

When it comes to the Status of a Service Booking, we have used the same Service Booking Status variables seen in PRODA and simply replicated them in Maica. This ensures familiar terminology and consistency across Service Booking records in PRODA and Maica. Please refer to the table below to view the status values and their related API names.

How do I create Service Bookings?

In Maica, you can create Service Bookings through the Create Service Booking Quick Action located on the Funding Record.

The Create Service Booking Quick Action in Maica allows you to create Service Bookings for your Participants that will Sync directly with the NDIS.

How do I record a Participant Note(s)?

To begin recording a Participant Note(s), simply open an and then click the Notes button at the bottom of the screen to bring up the dialogue box. Once selected, you can create a new note by selecting the + button in the top right corner of the screen, as shown below.

Once a new Participant Note has been created, you will be prompted to populate a number of customisable fields.

In order to open the text input box, select the arrow on the far right hand side of the screen, as shown below.

This will open up the text input box for custom Note(s), as shown below.

Participant Note Actions

Once you have create a Participant Note(s), additional actions will become available. These actions are detailed below.

1. Attach Files

To begin attaching a file, simply click the Files button at the top right corner of the Participant Note to bring up the dialogue box. Once selected, you can attach files to the Note. This includes the ability to take a photo, attach a PDF file, or upload any other allowed file type. On a mobile device, this will also feature the option to take a photo while uploading the file.

2. Manage Tasks

To begin managing tasks for your Participant Note(s), simply click the Manage Tasks button at the top right corner of the Participant Note to bring up the dialogue box. Once selected, you can create a new task by selecting the + button in the top right corner of the screen.

Once a new Participant Note Task has been created, you will be prompted to populate a number of customisable fields, including assigning your task to the required personnel.

This will allow you to add custom comments to your task, as shown below.

How do I record an Appointment Break?

To begin recording an Appointment Break, simply open an and then click the Manage Appointment Breaks button at the bottom of the screen to bring up the dialogue box.

Once selected, you can create a new break by selecting the + New button on the right hand side of the screen, as shown below.

Once you have added a new Appointment Break, you will be prompted to populate a number of fields detailing the break. Here, you can assign the relevant Date & Time information, the relevant Resource(s), the break category and write custom notes.

Appointment Break Actions

1. Create Corresponding Timesheet

How do I manage an Appointment?

Once an has been , you may want to change some of the details, such as the Resource(s) or Checklist applicable to the . All this can be done via the Manage Appointment processes outlined in this article.

In order to begin Managing an Appointment, simply click on the Appointment in your Planner. To manage the fields after selecting an , click the edit button in the bottom right corner of the Manage Appointment screen. Until you click this button, all fields will be read-only.

Which Appointment sections can I manage?

Once editing, you are able to manage the following sections:

This section allows you to manage your existing Appointment Service(s) as well as add new Appointment Service(s) if needed.

The following fields are manageable:

The Custom Fields tab captures any information from Custom Fields that have been added to your Organisations Appointment profile beyond what Maica offers. This section allows for the management of already added fields, not the addition of new fields.

When editing a Recurring Schedule, you have the following options:

1. Edit the First Appointment

The first Appointment in a series of Recurring Appointments is seen to be the blueprint of what will be created in future Appointments. This includes all details for the Appointment, such as Participant(s), Resource(s), Location, Date & Time Information, etc. This means that any modifications made to the first Appointment will affect all subsequent Recurring Appointments generated, thus adjustments should be carefully examined.

Maica will prompt you to confirm that you would like to apply changes to all future Appointments, as shown below.

Edit a Subsequent Appointment

Editing any subsequent Appointment within a series of Recurring Appointments gives you the option to either apply changes to just the Appointment being edited or to all future Appointments. Again, Maica will prompt you to confirm which option you would like to apply the changes to, as shown below.