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

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

Learn the Basics of the Salesforce Platform

Learn the Basics of the Maica Solution

Learn how to use the Maica Solution

Learn how to extend the underlying Salesforce Platform

Definition

Purpose

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.

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.

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.

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.

So you have installed Maica or logging into Maica for the first time...exciting!

We thought we would share the most common initial tasks when first starting on Maica to set up what you need and ensure it works the way you want it to. The list below is a really good starting point.

Reference Data Load

Settings

We would encourage you to go through all of Maica's settings to make sure they are configured in a way relevant to you.

Permission Sets

Appointment Service(s) Setup

Resource(s) Setup

Definition

Purpose

Usage

Final Thoughts

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.

Definition

Purpose

Usage

Final Thoughts

Definition

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

Final Thoughts

Definition

Purpose

Usage

Final Thoughts

Definition

• Recurrance if the Appointment is a repeating service being delivered

Purpose

Usage

Final Thoughts

Definition

• Recurrance if the Shift is a repeating service being delivered

Purpose

Usage

Final Thoughts

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

Usage

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.

Definition

Purpose

Usage

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 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

Usage

Final Thoughts

Definition

• Key Dates

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

Let us further explain this via an example:

Purpose

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

Purpose

Usage

Final Thoughts

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

Purpose

Usage

• 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.

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 , Service Bookings and Service Agreements. 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.

Active Service Agreement Summary Component

Similar to the above components, this component summarises the key period and budget information for any active Service Agreements records associated with the Participant. This component will show you information around each Agreements Approved Amounts, Remaining Amounts, Utilised Amounts and End Date.

These fields are calculated by the following:

• Agreement Approved Amount: maica_cc__Service_Agreement__c.maica_cc__Approved_Amount__c

• Agreement Utilised Amount: maica_cc__Service_Agreement__c.maica_cc__Utilised_Amount__c

• Agreement Remaining Amount: maica_cc__Service_Agreement__c.maica_cc__Remaining_Amount__c

• Agreement End Date: maica_cc__Service_Agreement__c.maica_cc__End_Date__c

If a Participant has multiple Service Agreements, you will be able to switch between them on the Summary Component through tabs, as shown below.

Each tab will display the same fields listed above for each individual Agreement.

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.

Participant Record Automated Geographical Classification

Maica includes an automated process to populate key geographical classification fields on the Participant Record using Mailing Postal Code and Mailing City. This ensures accurate regional classification without manual input, streamlining data entry and improving reporting accuracy.

When a Participants Mailing Postal Code and Mailing City are provided, Maica automatically matches these values against a Postcode record to populate the following fields on the Participant Record:

Fields Populated on the Participant Profile:

• MMM Classification (maica_cc__MMM_Classification__c)

• PHN (Primary Health Network) (maica_cc__PHN__c)

• LGA (Local Government Area) (maica_cc__LGA__c)

For example:

1. User enters the following on a Participant record:

• Mailing Postal Code: 3184

• Mailing City: Elwood

2. Maica searches for a Postcode record where:

Postcode Suburb Key = 3184Elwood

3. A match is found in the Postcode object with the following details:

• LGA: Port Phillip

• PHN: South Eastern Melbourne

• MMM Classification: 1

4. Participant record is updated automatically with the above details

How is NDIS Funding Managed in Maica?

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.

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.

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

Usage

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.

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 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 a Funding Record?

In Maica, the Funding record contains key information that will drive interactions with your Participants, as well as serving as the foundation for some central Maica functions, such as Service Booking creation.

A Funding record is where you can find the following information and functionality:

• Plan Budget Information

• Plan Period Information (Start Date & End Date)

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

• Plan Goals

• Service Bookings

How do I create a Funding Record?

As mentioned above, Plan records are created and updated in PRODA, Maica only retrieves the information and populates a Funding record based on the retrieved information.

What are the key components of a Funding Record?

A Funding Record contains a number of components, these are explained in further detail below.

Funding Item

The Funding Item represents the specific Plan Budget Items or Funded Supports included in a Participant's Plan. Generally, these define what Support Category and Support Item (for a stated support) can be selected to form part of a Service Booking.

If Funding Item records exist in Maica, they will be used as an outline when a Service Booking is being created. This essentially means that the Categories and Amounts from the Funding Item will be used as the default Booking Items in the Create Service Booking Quick Action.

Funding Item information will be accessible on the right hand side of your Funding record interface, and will include Budget records and a summary component, as shown below.

Funding Goal

If the Participant has identified specific Plan Goals in their planning conversations with the NDIS, these can be retrieved and made available in Maica as Funding Goals.

In Maica, a Funding Goal has a Master-Detail relationship with Funding. This means that you cannot have a Funding Goal without Funding. Furthermore, if Funding is deleted, all associated Funding Goal records will also be deleted.

Additionally, due to the nature of how Plan Goal records are stored and managed by the NDIS, Maica re-creates these records as part of each sync. This means that any changes, either new records or updates to existing records will be lost following a sync. Essentially Plan Goal records, like Plans, are managed by the NDIS and we do not recommend updating these records in Maica.

You may wish to create your own Participant Goals seperate from Funding Goals to manage the Goals you have set between your Organisation and the Participant.

As above, Funding Goal information will be accessible on the right hand side of your Funding record interface.

Service Booking

The Service Booking related component provides a view of all your Participants Service Booking records that have been created in Maica and PRODA that are related to the specific Funding you are viewing.

The Funding is the key component in creating a Service Booking, as Maica cannot create a Service Booking in PRODA without a reference to the Funding.

As above, Service Booking information will be accessible on the right hand side of your Funding record interface.

What other information is stored in a Funding Record?

Budget Information

The Budget Information section has a number of Roll-Up Summary fields that collect data from the corresponding Funding Item record(s). For example, if there are five Funding Item entries, each with an Approved Amount of $2000, the Fundings record's Total Approved Value will be $10,000.

If there is no Funding Item data, all Totals will be $0 with 0% Utilisation.

NDIA Synchronisation Information

The NDIA Synchronisation Information section contains information on to help identify your Participants Plan in PRODA as well as when it was last synchronised in Maica.

Things to be aware of: NDIS Funding Records

1. Automatic Plan Extensions

If your Plan expires and your new Plan has not yet been finalised, the NDIS will automatically extend your current Plan for up to another 12 months.

This means that your present financing will continue until your new Plan is finalised, ensuring that you have no gaps in your money or support.

If your current Plan is less than a 12-month plan, your extended Plan will be for the same time period; for example, a six-month Plan will be automatically extended for six months.

Maica 'listens' for this event in PRODA and will extend the End Date of the corresponding Funding Record for you.

2. Service Booking Extensions

If the Plan has been automatically extended as described above, the End Date will be automatically extended for all active Service Booking Records.

Again, in this instance, Maica will update all relevant Service Booking Records.

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.

How is Home Care Package Funding Managed in Maica?

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 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.

What is a Billable Note?

How do I create a Billable Note?

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

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:

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

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

What does the Custom Fields stage include?

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.

What are Participant Preferences?

In Maica, Preferences capture the Participant(s) Preferences when receiving a Service. Preferences can be allocated one of three possible states, these include the following:

How do I Manage Participant Preferences?

The best way to get started with Managing Preferences is to go to a Participant Profile and simply clicking the Manage Preferences button located in the top right corner of the interface, as shown below.

Once you click this button, Maica will present a pop-up which allows you to add new preferences or edit existing ones, as shown below.

What types of Preferences can I manage?

There are three types of Participant Preference Categories you can manage, these include:

When selected, all of these Categories will have the same Input Fields can be completed. There is one exception to this, and this is the lookup. The lookup will be specific to the selection. Meaning, if you choose to add a Resource Skill Preference, the lookup will show a list of available Skills, and if you choose a Resource/Asset Preference, it will show a list of available Resource(s) & Asset(s).

The table and image below shows a list of the Participant Preference Input Fields required to finalise a Preference. The Resource Attribute Preference pop-up has been used as an example.

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.

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.

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 an Shift from the Maica Actions Menu?

Pre-populated Fields

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

Pre-populated Fields

What is the Planner?

Planner Function Overview

For further information on the Planner functions, please click here:

Appearance Guide

The Appearance Guide button is located at the bottom of the Planner, indicated by an arrow button, as shown below.

Simply clicking the arrow button reveals a legend that outlines the colours and indicators used within the Planner to represent different Appointment statuses and types, as shown below.

This guide will help you quickly determine the type and status of each appointment at a glance, right from the Planner.

Resource Profile Overview

In Maica, the Resource Profile is the parent object that supports two Record Types: Resources and Assets. A Resource and Asset are defined in Maica as shown below:

• Resource: The care workers or clinicians working directly with your Participants.

• Asset: The non-human Resources such as rooms, cars, medical equipment, etc.

You can define your Resource type through the Record Type when creating a Resource.

Resource Profile Attributes

Resource attributes are fields that are stored against the Resource profile. Maica includes a number of these attributes, however these are easily broadened using Salesforce's standard toolset.

Depending on the Record Type, there will be different available attributes on the Resource Profile. These are explained in more detail below.

Asset Attributes

The table below outlines the attribute fields related to the Asset Record Type.

Resource Attributes

The table below outlines the attribute fields related to the Resource Record Type.

Resource Related Lists

In addition to the standard attributes described above, Maica also provides a variety of related information to further manage the configuration of a Resource.

Resource Participants

The Resource Participants related list allows for the management of Participants being assigned to Resources. It is located under Profile Management tab and is the source for the Number of Clients attribute.

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

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

Skills

Maica offers the ability to globally record a set of Skills such as Driving a Car or Administering Medicine. Those Skills can then be assigned to Resources via the Skills related list as shown below.

To add a Skill , simply click New, select the desired Skill from the dropdown, nominate a Date Range, provide an optional description and Save.

Shift Resources

Shift Resource is a related list of any Shift the associated Resource has been assigned to - it's simply a record of that person being part of the shift and contains details of the Shift.

Shift Resources are managed through creating Shifts in the Planner, and it is recommended that the list on the Resource Record is simply used as a reference. It will be updated dynamically and there is no need for manual intervention.

Expenses

Expenses are records that indicate an expense has been incurred by a Resource that needs to be paid back to said Resource by the service provider.

Appointments

The Appointments related list is a summary of all Appointments the Resource has been assigned to.

Timesheets

The Timesheets related list is a summary of all Timesheets related to the Resource.

Availability

An Availability Record is used in Maica to record when a particular Resource is available for accepting either Shifts or Appointments.

Availability Records are constructed based on the following fields:

Simply click New and populate the above fields to create an Availability record for your Resource.

Maica's construction of Availability by referencing Operating Hour records enables centralised management of operating times. If Operating Hours ever change, simply change the organisational Operating Hour record rather than needing to adjust working hours for each Resource.

Unavailability

An Unavailability Record is used in Maica to record when a particular Resource is not available for accepting either Shifts or Appointments.

Resources can simply populate the Date and Reason for their Unavailability, and it will be created as a record on their profile.

Roster Mode Overview

As mentioned above, Roster Mode in Maica is used to define the behaviour and validation applied when scheduling Appointments for a Resource. When selecting a Roster Mode for a Resource or Availability, there are two selectable options. These are:

• Appointment: This means Appointments can be scheduled at any time for a Resource provided it is within any active Availability record(s) if these exist. If no Availability record(s) exist, Appointments can be created at any time.

• Shift: This means Appointments can only be scheduled within a Shift that a Resource is part of and it is within any active Availability record(s) if these exist. If no Availability record(s) exist, Appointments still must fall within a Shift that the Resource is assigned to.

For example, if your Resource was in Shift Mode, then you can only schedule an Appointment for them during their assigned Shifts. If they have a Shift from 9 AM to 1 PM, you can only schedule Appointments within that window. Even if they are available for the entire day, you cannot schedule outside their Shift times.

Additionally, if your Resource is in Appointment Mode during a period of Availability, you could not assign them to a Shift during that same period. A Resource must be in Shift Mode in order to be assigned a Shift.

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

Pre-populated Fields

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:

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.

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 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

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.

What information does the Accomodation View display?

The Accomodation View is organised by Accomodations.

In Calendar Mode, Accomodation View shows all Appointment related Planner information, and in Timeline Mode it organises all Appointments by associated Accomodations.

Calendar Mode

Timeline Mode

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

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

How do I create a new Billable Participant Note from the Maica Actions Menu?