Learn how to manage Service Bookings 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:
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:
Once you clicked on the Quick Action above, you will be shown the Manage Service Booking pop-up, as shown below:
Please note that if the Service Booking Start Date is before 1 Jul 2024 then the only available option will be Reduce End Date.
Here you will be asked to select which management action you wish to perform. Each action is explained further below:
If a Service Booking has multiple Booking Item records for a Flexible or Core Support Category (01–04), Maica allows you to alter the Quantity or Rate to move funding across these Booking Item records. You can do this if there is enough Total Remaining Budget for the parent Service Booking.
In order to do this, simply update the Quantity and/or Rate using the input fields shown below.
Make sure to tick the box indicating that you discussed this update with the Participant before submitting it to the NDIS.
Once the update has been successfully completed, the Booking Item records will be modified to reflect the budget reallocation.
Whilst Maica will not prevent you from exceeding the Remaining Amount, a warning will be displayed that the Service Booking Remaining Amount is being exceeded.
If circumstances change between you and one of your Participants, you can utilise Maica to cancel or end a Service Booking.
In order to do this, you do not need to remove the Service Booking; instead, reduce the End Date and enter a date between Today and the current Service Booking End Date. This will automatically trigger a cancellation in PRODA.
When you reduce the end date or end a service booking, you should keep the following points in mind:
You cannot backdate a Service Booking's End Date to a date earlier than the date you are amending it.
PRODA (and thus Maica) does not have a distinct Cancelled Status value, hence there is nothing on the record in Maica to indicate that the End Date has been decreased and the Service Booking cancelled. As a result, we have included an Info Panel to the Quick Action to notify you that you will receive an error if you try to reduce the End Date again, as shown below.
Under the Reduce End Date action, you can also manage Retained or Accrual Booking Item Amounts. Here, you have the option to add an accrual amount to ensure that sufficient funds are retained in the Service Booking to cover pending Payment Requests for services rendered.
Unspent funds are refunded to the available support category balance. This means that you can continue to claim for services provided (via Invoices and Payment Requests), but the Participant can use the unspent funds in a new Service Booking with a new Provider.
For more information regarding how to Cancel or End a Service Booking correctly and what happens in PRODA, please refer to the NDIS reference linked here.
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.
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.
The Delete function provides the ability to update the Service Booking Status to Deleted. This will not delete the Service Booking record in Maica.
If you wish to End a Service Booking, you should do this by updating the End Date, as explained above. Service Bookings should not be deleted.
Because the NDIS is ultimately in charge of Service Booking Data, it is crucial that the NDIS and Maica are coordinated and consistent, this where the Force Sync becomes helpful.
In the event you believe a Maica Service Booking record has become misaligned with the PRODA version, use the Force Sync option to update the Service Booking and associated Booking Item records.
Essentially, all the data stored on these records will be updated and replaced with what is current in PRODA.
Please note: any manual data updates you have made to the Maica fields on the Service Booking and Booking Item records will be overwritten when the records by the force sync.
Any custom fields (i.e. created by you and not Maica during the sync process) will not be affected.
Learn about Service Bookings and how they are managed in Maica
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.
If you're looking for detailed information about Service Bookings and their importance in the NDIS, refer to the Service Booking resources published by the NDIS here.
In the upcoming PACE system rollout from the NDIS, Service Bookings are being phased out to offer participants greater flexibility with their NDIS funds. Hence, this section will only be relevant for your non-PACE Participants.
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)
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.
In Process
INPR
Awaiting Participant Approval
APAP
Awaiting Provider Approval
APRO
Change Awaiting Participant
APAC
Change Awaiting Provider
APRC
Rejected
REJT
Approved
APPR
Completed
CMPD
Deleted
DELE
The Deleted Status does not actually delete the Service Booking record from Maica. When an NDIS staff member deletes a Service Booking in PRODA, it may be assigned this Status value. This value cannot be set via the Maica functionality.
If you want to cancel (or stop) a Service Booking, utilise the Manage Service Booking Quick Action, specifically the Reduce stop Date option. To learn more about managing a Service Booking, click here.
When generating Reports for your Service Bookings, Salesforce will refer to them by their API Name rather than the Status name.
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.
To learn more about the Create Service Booking Quick Action, click here.
Learn how Maica manages Funding from the NDIS
In Maica, Funding for NDIS Participants is managed through Quick Actions located on the Contact Record. These are further explained in more detail below.
However, before diving into the Quick Actions, please review the Key Terms that should be noted when using Maica's Funding operations.
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:
Funding Record
Represents the specific details of a Participants Plan from their associated Funding body. For NDIS Participants, these are the specific details of a Participant's Plan retrieved from the NDIA.
Funding Item
The specific Budget Items or Funded Supports included in a Participant's Plan.
Funding Goal
Used to capture Goals defined as part of a Participant's Plan, i.e. Improving Daily Living Skills
Now, to begin managing your NDIS Participants Funding, you should use the Quick Actions on the Contact Record. Maica's Contact Records have unique actions to help you manage crucial pieces of information for your NDIS Participants. To learn more about the these actions, see below.
The Synchronise Participant Information Quick Action in Maica allows you to connect with the PRODA/NDIS systems to retrieve key Participant data such as Plan Records, Plan Budgets, Plan Goals, and Service Bookings from the NDIS which will be used to populate your Participants Funding Record in Maica.
To learn more about the Synchronise Participant Information Quick Action, click here.
The Create Service Booking Quick Action in Maica allows you to create Service Bookings for your Participants that will Sync directly with the NDIS. This Action sits within the Funding Record.
If your Participants are PACE Participants Service Bookings will not be required and hence this Action will not be visible.
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.
To learn more about the Create Service Booking Quick Action, click here.
Learn about the Funding Record and what information it captures in Maica
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
You can also create a Service Booking in Maica and PRODA directly from the Funding record. Click here to learn more about creating Service Bookings.
A very important point to note about Plan records is that they are created and updated in PRODA only and not Maica. PRODA is the master of this information and Maica simply retrieves the most up-to-date Plan information and create a Funding record based on the retrieved information. What this means is that any updates to the Funding record in Maica will not be reflected in PRODA. This applies to Plan Goal records also. You cannot create a Funding record for your Participants in Maica without retrieving the information directly from PRODA first.
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.
In order to retrieve the required information to populate Funding records for your Participants, refer to Maica's Synchronise Participant Information Quick Action tool.
A Funding Record contains a number of components, these are explained in further detail below.
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.
To learn more about that the Create Service Booking Quick Action, click here.
Plan Budget records can only be retrieved by Maica and used to generate Funding Item records if your Organisation satisfies all of the required criteria set by the NDIS. Please contact the NDIA directly if you want more information regarding Plan Budget access as Maica does not manage or enable this.
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.
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 order to learn more about Participant Plan Goals, click here.
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.
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.
Similar to the Funding and Funding Goal information, the NDIS provides a number of Service Booking resources you can refer to for more information. Please click here to learn more.
Service Bookings can be created in Maica directly from the Funding Record, to learn more about this process, click here.
As above, Service Booking information will be accessible on the right hand side of your Funding record interface.
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.
Total Approved
SUM total of the Approved Amount
Total Allocated
SUM total of the Allocated Amount
Total Remaining
SUM total of the Remaining Amount
Total Spent
SUM total of the Spent Amount
Utilisation
Formula that divides the Total Approved by the Total Spent to display a percentage indicating how much of the total Approved Plan Budget has been spent.
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.
NDIS Reference
The unique identifier (or ID) assigned to the Plan in PRODA. This is not generated by Maica.
Last NDIS Sync
Represents the date and time the Plan record was last synchronised or refreshed from PRODA.
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.
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.
Learn how to create Service Bookings 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:
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:
In the screenshot above you can see that PACE Plan is not checked. If this was to be checked, the Create Service Booking Quick Action would not be available.
Once you clicked on the Quick Action above, you will be shown the Create Service Booking pop-up, as shown below:
Please confirm the details below to create a Service Booking and associated Service Items. Two types of Service Bookings can be created, depending on the Participant’s Plan, a Standard Booking or a Plan Managed Booking. A Standard Booking is available when the Participant’s funds are Agency Managed. A Plan Managed Booking is only available to Plan Managers.
In order to successfully create the Service Booking, please ensure:
The Service Booking is being created for Support(s) you are registered to Provide
There is sufficient Budget available in the Participant’s Plan
The Start and End Dates sit within the Start and End Dates of the Participant’s Plan
For Plan Managed Service Bookings, a Standard Service Booking under the CB Choice and Control Category must first exist between the Plan Manager and the Participant
If a Participant has a Stated Item, the Stated Item must be selected in the Support Item list below
Declare that this Service Booking has been discussed with and agreed by the Participant
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.
Once you have setup your Service Booking, it is time to add your Booking Items.
Booking Items refer to the specific services or supports that are allocated under a Service Booking.
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:
Support Category
NDIS Support Categories are the broad areas of funding under the National Disability Insurance Scheme (NDIS). Refer below for more information around available Support Categories to select for your Service Bookings.
Support Item
NDIS Support Items are the specific services or products that participants can access through their NDIS funding, based on their plan’s approved categories.
Quantity
This is a Maica concept that allows you to adjust the Quantity of delivery for any specified Support Item.
Rate
This is the price of 1 Quantity unit of any Support Item. This field is automatically populated based on the selected Price List, but is adjustable if desired.
Price List
This field allows you to selected which Price List you wish to associate with the selected Support Item delivery.
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.
Please note that if you do not have access to a Participants Plan Budgets or you haven't synced them into Maica, you can still create a Service Booking to submit to the NDIS, however the NDIS may return an error if there is insufficient or no funding associated to the selected Support Category.
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.
Learn how to Synchronise Participant Information with the NDIS in Maica
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.
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
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:
Maica needs certain information about the Participant in order to retrieve the information from the NDIS systems, including Last Name, Date of Birth, and NDIS Number. This needs to be populated in the Participant Record before the Sync can be successful.
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.
In order to retrieve Plan Budgets you must first confirm that the Participant has provided Consent to access the Data via the NDIS Participant Portal. Plan Budget data is not available to all Providers. Records will only be returned if you have the required consent in place according to the NDIS guidelines.
Plan Goals: These are retrieved from the NDIS Goals the Participant has set up with the agency.
Syncing any Plan Goals will remove all current Goals and refresh them with the Data from the NDIS.
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.
