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 .

Usage

Timesheets are generated following the successful completion of either or , 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 Service Agreement is the financial construct under which a Participant 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 Support Items, Price Lists 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

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

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.

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 .

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 .

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

Definition

A Maica Price List is a collection of Support Items 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 Support Items, without having to replicate Support Items.

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 here.

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

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

• Participants 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

An Incident in Maica is a record used to capture and manage events that impact the safety, wellbeing, or service delivery of a Participant or Resource.

It includes important details such as the type of incident, severity level, reporter, linked participant, and date of occurrence, helping you maintain clear and consistent reporting across all areas of care.

Purpose

The purpose of the Incident object is to provide a centralised, transparent way to record and manage critical events.

By logging incidents within Maica, you can ensure that events are tracked from the first report to final resolution with full visibility, accountability, and compliance in mind.

Incidents are linked to related records such as Participants, Appointments, and Reporters, allowing staff to easily trace context and outcomes.

Usage

Incidents are used widely across Maica to support compliance, reporting, and internal reviews. Staff can create new incident records directly from the Participant Profile or , allowing quick and accurate data capture in real time.

Each incident record can include:

• Type – classifies the nature of the event (e.g., injury, behavioural, medication).

• Severity Level – determines the seriousness or potential impact of the incident.

• Reporter and Owner – identifies who logged the incident and who is responsible for follow-up.

• Status – tracks the incident’s progress from open to resolved.

Final Thoughts

Incident records play a vital role in ensuring safety, compliance, and service quality within Maica. By capturing detailed information and linking incidents to relevant Participants or Appointments, your team can maintain transparency, reduce risks, and continuously improve care standards.

Over time, the insights gathered from Incident data help strengthen organisational practices — turning every recorded event into an opportunity for learning and improvement.

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

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

• 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 are rostered on a , including on a recurring basis. 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, Shifts form the central mechanism by which information about rosters is captured and managed. Shifts 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

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

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

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

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.

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.

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 or that are not billable to a Participant's but are required for compliance, security, or client care.

Usage

Checklists are used within and 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.

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.

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 .

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.

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

Reference Data Load

Maica pre-loads the required reference data into your solution during the installation process. This includes data such as , Support Categories, Reference Groups, and Price List Entries. These will serve as the foundation of your services whether this is NDIS or Aged Care.

In cases where you wish to amend or change the default reference data, this can be loaded using this .

Settings

When installing Maica for the first time, a bunch of are pre-configured for you, including the way the looks and behaves, are managed and are allocated to your teams. There are many settings beyond this though that determine how Maica will behave, including:

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

Once you are satisfied that your reference data is in place and the settings are configured to your liking, another important concept becomes relevant. As Maica is built on top of the Salesforce platform, the solution offers you a large number of to control what users are able to do (and not do) in the system.

Appointment Service(s) Setup

Once you are ready to start scheduling and delivering services, either via Appointments or Shifts, you will need to set up your . These essentially function as the basis of what is being delivered and how this delivery is being billed for using Maica's billing automation.

Resource(s) Setup

The concept of a in Maica is quite important as this is the person delivering the service to your participants. These can be either human, such as care workers, or non-human, such as cars and rooms.

Integrations (, Google, , )

Maica offers a number of native integrations, such as , , , and the . The connection to the NDIS APIs must be done via an accredited aggregator and will facilitate and manage this integration for all Maica clients. If you would like to use the automated travel features and maps integrations, then Maica requires a key to be configured. You will also find guides to configure the integration with Xero and Stipe in our knowledge base.

Definition

An Appointment Service is an absolutely critical concept in Maica as this serves as the basis for creating a family of related Support Items 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 Support Item 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

We totally appreciate that the concept of Appointment Services might be a little difficult to understand at first but, ultimately, they are designed to make life easier and abstract your care team from additional administration overhead during the management of or .

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 .

Item Number Override

An important field to call out here is the Item Number Override, specifically added for Support at Home.

The Item Number Override field allows you to define your own Support Item Numbers for Support at Home Products/Support Items when variations or custom pricing are required. This addresses scenarios where the standard Services Australia Product catalogue does not support specific pricing or item definitions.

Please refer to the field details in the table below:

Products or Support Items with an override item number can be included in:

• Price Books

• Service Agreements

• Budget Planning and Claims Processes

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.

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 and a Participant Note. The Note will be stored against the Participant and can be viewed in the , whilst the Appointment will be automatically assigned a Complete status and used within Maica for Billing.

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.

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 of yours may deliver a over the phone and record and document the call as a Note. As a was delivered, this may be considered billable under the .

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

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 , 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.

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.

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 .

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

How do I attach a file to an Appointment?

To begin attaching a file, simply open an 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 . This includes the ability to take a photo, attach a PDF file, or upload any other allowed file type.

How do I record a Participant(s) Signature?

To begin recording a Participant(s) signature, simply open an and then click the Signature button at the bottom of the screen to bring up the dialogue box. Once selected, you can record signatures against an . On a desktop, you do so by manually moving the mouse in the display box, whilst on mobile this will include the ability to simply write on the screen.

If you have multiple in a single , you must choose which the signature applies to. All within the will display in the dropdown list highlighted below.

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.

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 you are in. Please refer to the table below to see which opens which module:

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

What is the Planner?

In Maica, the Planner is the primary location for Rostering and Scheduling. It is a versatile tool that is the recommended location to create, manage, edit and view your Appointments and Shifts, as well as manage Unavailability. The Planner is at the core of powering the Maica lifecycle.

Planner Function Overview

The Planner offers multiple and , and includes key such as Managing Unavailability and Appointment Optimisation. The Planner also offers the ability for you to apply to refine and customise your view.

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.

Timezone Indicator

To help users understand how Appointment times are displayed, the Planner now includes a Timezone Indicator, as shown below.

How It Works

• The globe icon indicator shows the current browser timezone (e.g. Melbourne).

• Hovering over the icon reveals a tooltip: "Your current Time Zone."

• This helps you know whether the times shown in the Planner are adjusted to your own timezone or reflect a target timezone set on the Appointment.

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

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

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

Pre-populated Fields

When creating a Billable Participant Note 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 duration to 15 minutes. This can be changed manually in the stage of the creation.

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.

Planner Filter Applied Notification

When a Filter of any type is applied in the Planner, whether it's a Basic or Advanced filter, the filter icon circled above will turn Yellow.

This provides a visual cue that a filter is currently active. To reset the view, simply click the filter icon and clear the selected filters.

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 .

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.

How do I record an Appointment Break?

To begin recording an Appointment Break, simply open an Appointment 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

Within an Appointment Break, you can choose to create a corresponding . You do so by simply clicking the toggle, as shown below.

If the is created, it must be assigned a Timesheet Activity.

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 , 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.

What information does the Agenda View display?

The Agenda View displays your Planner information in a list format, grouped by day. Instead of showing events on a grid, it provides a sequential agenda of Appointments, making it easy to quickly review what is scheduled for each day.

Agenda Mode

In Agenda Mode, your Planner information will be displayed within a scrolling list organised by date. Each day expands to show all of its associated Appointments and Shifts, with details such as:

• Time of the Appointment or Shift

• Participant(s) allocated (if applicable)

• Location recorded on the Appointment

When you create or edit an Appointment in Agenda Mode, it will automatically appear in the correct chronological order for the day.

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 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 duration to 60 minutes. This can be changed manually in the stage of the creation.

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 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.

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 .

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 , 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:

How do select the Date on the Planner?

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

What does the Additional Details stage include?

The Additional Details tab captures any extra details of the Appointment, as described in the below table:

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 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 duration to 60 minutes. This can be changed manually in the stage of the creation.

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

To begin creating a new Timesheet Entry 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 Entry.

Similar to creating a new Billable Participant Note from the Planner, after the pop-up is presented, a few stages must be completed before the Note 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 does the Google Maps Action do?

The Google Maps action opens the directions to the Appointment from a number of selectable starting points in Google Maps, directly from the Appointment.

How do I use the Google Maps Action?

To begin using the Google Maps Action, first open up the Appointment, then simply select the Google Maps button in the top right hand corner of the interface, as shown below.

After clicking the Google Maps button, a dropdown menu will appear, allowing you to select a location from which to receive directions. There are the following options:

• Home Address

• Primary Location

• Current Location

Following a selection of Location, a new tab will open in Google Maps with directions to your Appointment from your selected Location.

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.

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.

Maica allows authorised users to send Participants a list of their upcoming appointments directly via email. This is achieved using a configured Lightning Email Template and a streamlined Quick Action accessible from the Contact record

What are Upcoming Appointments?

Upcoming Appointments refer to scheduled sessions or services linked to a Participant that are due to occur within a specified date range. These can include therapy sessions, consultations, or any other service activities recorded in Maica.

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.

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:

What information does the Roster View display?

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

What information does the Accomodation View display?

The Accomodation View is organised by Accomodations.

How do I access Appointment Checklist(s)?

To view your Appointment Checklist(s), simply open an and then click the Checklist button at the bottom of the screen to bring up the dialogue box. Once selected, you will see the allocated Checklist(s) to your Appointment grouped by Appointment Service.

What does the Location stage include?

Within the Location tab, you can choose the location of your 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.

How do I open the Appointment Profile?

To open an Appointment Profile, simply open an and then click the External Link button located in the top right corner of the screen to bring up the profile, as shown below.

Once clicked, you will be directed to a new Salesforce tab showing you the Appointment Profile. Here, you will see a summary of the including any , , Files and more.

You can also open an Appointment Profile directly from the

How do I record an Appointment Expense?

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

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

What are the Planner Actions?

Planner actions refer to actions and tasks possible through the Planner. 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 record a Participant Note(s)?

To begin recording a Participant Note(s), simply open an Appointment 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.

This will open up the text input box for custom Note(s). Here, you can also add a Note Template, by clicking the button shown below.

Click the Blue Tick in the upper corner to save your letter after you have filled in the required fields and entered your Note.

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.

Similar to recording a new , 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.

What does the Check-In Action include?

When checking into an Appointment, you are presented with a dialog showing essentially three distinct areas of input including Appointment Date Information, Resource(s) that are Checking In, Appointment Checklist Information as well as Check-In Location; these areas are further described in this article.

Appointment Date Information

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

When Checking-In to your , 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-In?

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

Appointment Checklist Information

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

For each Checklist Item, if so configured in the , 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.

Check-In Location

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

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 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 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 being managed or for any future part of the . 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 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 , you are presented with a dialog showing distinct areas of input including Appointment Date & Time Information, Appointment Service Information, Manage Travel as well as Check-In/Out Location; these areas are further described in this article.

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 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 can be accurately recorded.

When Quickly Completing your , 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:

Appointment Services

This part of the process offers an overview of the delivered as well as the ability to adjust the quantity of each service as required. Adjusting the quantity offers you flexibility within an to control how long each may spend for each within an , 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 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 .

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 on the right.

Appointments can be repositioned within the timeline by clicking and dragging them:

• Moving an Appointment up or down into another Resource’s row will reallocate the Appointment to that Resource.

• If an Appointment does not yet have a Resource, it will appear in the Unfilled row on the Planner. From there, it can be dragged into a Resource row to complete the allocation.

The time and date of the Appointment remain fixed when you drag it; only the Resource assignment changes.

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 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.

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

How do I create an Appointment?

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

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

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.

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.

What is Scheduling in Maica?

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

What are the Advanced Filters in Maica?

The Advanced Filters in Maica allow you allows you to create highly targeted filters and views of the Planner through filtering specific attribute fields from Appointments, Shifts, Participants or Resources.

How do I create an Shift?

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