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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 .
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 )
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.
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
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 .
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:
PACE Information
Plan Budget Information
Plan Period Information (Start Date & End Date)
NDIA Synchronisation Information (NDIS Reference & Last Sync Date)
You can also create a Service Booking in Maica and PRODA directly from the Funding record. Click to learn more about creating Service Bookings.
When you run , Maica connects with the NDIS API (via PRODA) to fetch the latest NDIS plan data for a Participant. Maica then uses this information to populate and maintain Funding records.
Maica uses different logic for PACE plans versus non-PACE plans:
Non-PACE Plans
Maica attempts to match the incoming NDIS plan using the NDIS reference ID (the unique plan identifier from the API).
If a matching plan already exists in Maica:
Maica updates the existing record with any new data.
This ensures that your Maica funding data stays consistent with the NDIS plan lifecycle.
PACE Plans
Unlike traditional plans, only one PACE plan will exist per Participant in Maica, even if the plan is no longer “active” in date terms.
When a PACE plan is returned from the NDIS API:
Maica looks for any existing Funding records where PACE Plan = TRUE for the Participant — not just active ones.
If a PACE plan exists:
Maica will never create more than one PACE Funding record for a Participant.
This change improves data accuracy and avoids duplication, especially where plan end dates are extended or adjusted.
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
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 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 .
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.
Funding Periods allow the NDIA to define how often Participants can access portions of their budget, rather than receiving full access upfront. The NDIS will issue funding intervals of 1, 3, 6, or 12 months for eligible Participants.
When Funding Periods exist, they will display within the related Funding Item in Maica. This allows you to view how the Participant’s total approved budget has been broken into intervals for use.
Please note: Maica does not create or determine this information. All Funding Period information is retrieved directly from the NDIS and is presented in Maica for visibility only.
Depending on your version of Maica, Funding Periods may also be displayed as Plan Periods.
On the Funding Item, there will be two sections related to Funding Periods:
This section provides an overview of the Funding Period Information, including:
Then, each individual Funding Period record is displayed in the table at the bottom of the Funding Item, including:
In order to learn more about Participant Funding Periods, click .
Please note, both Support Coordinators & Plan Managers, based on their authority, have limited access to the budget. This is not determined by Maica.
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 .
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 to learn more.
Service Bookings can be created in Maica directly from the Funding Record, to learn more about this process, click .
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.
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.
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.
Plan Goals
Service Bookings
If no matching plan exists:
Maica creates a new Funding record.
Maica updates that PACE Funding record with the latest details from the API.
This includes updates such as extended End Dates or changes to funding periods.
If no PACE plan exists:
Maica creates a new PACE Funding record.
ParticipantsPlan Component
Identifies the part of the plan this funding applies to (e.g. Core Flexible)
Management Type
Indicates if the funding is Plan Managed or Self Managed
Instalment Type
Defines the interval type (e.g. Regular)
Instalment Start Date
Start date of the current funding period
Instalment End Date
End date of the current funding period
Next Instalment Start Date
Start date of the upcoming funding period
Next Instalment End Date
End date of the upcoming funding period
Next Instalment Release Amount
Amount to be released at the start of the next funding period
Funding Period ID
A unique reference for each funding period. You can also click into the Funding Period ID to view the record in further detail.
Amount
The amount of budget available for that period
End Date
The final date the funds for this period are valid
Released
Indicates whether the funds are currently available (Yes/Not yet released)
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.
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.
Booking Items (where the actual details of the funded supports are defined)
APPR
Completed
CMPD
Deleted
DELE
Manage Service BookingService BookingIn Process
INPR
Awaiting Participant Approval
APAP
Awaiting Provider Approval
APRO
Change Awaiting Participant
APAC
Change Awaiting Provider
APRC
Rejected
REJT
Approved
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:
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 .
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 .
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 .
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
ParticipantsPlease follow the steps below to create a Service Booking:
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
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 Maica manages Funding from the Home Care Packages
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.
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
The key components of a Home Care Package Funding Record are the Funding Items, these are explained in further detail below.
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:
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:
Total Budget Income (Daily)
SUM total of the Subsidies & Supplements
Total Client Contributions (Daily)
SUM total of the Client Contributions
Total Claimable Fees (Daily)
SUM total of the Claimable Fees
Total Billable Fees (Daily)
SUM total of the Billable Fees
Total Available Funding (Current Month)
Formula that first calculates the SUM of the Daily Budget Income and Daily Client Contributions, then subtracts the Daily Claimable Fees and then multiplies the Total by the days in the current month.
Learn about the Participant Profile and its components in Maica
In Maica, Participants are managed as Salesforce Contact Records.
If you are looking for an overview of how Contacts work in Salesforce, has a number of great learning resources, including hands-on challenges and modules.
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)
The Participant Record includes handy Summary Components containing key information about the Participants Funding , Service Bookings , Service Agreements and Schedule. These components are:
Note, Service Booking components are only for non-PACE NDIS Participants.
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.
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.
This component is hidden if the Participant has no active record(s)
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
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.
For more information on how Funding is managed in Maica, please go for NDIS Funding and for Home Care Package funding.
The Active Schedule component provides visibility into all active Recurring Appointment Schedules linked to a Participant.
This component displays key scheduling information to help users understand the current structure of recurring appointments at a glance.
Each record in the Active Schedule list includes:
Schedule ID
Schedule Start Date
Schedule End Date
Please note, only Schedule records that meet all of the following conditions appear:
Under Evaluation = TRUE
Records are sorted in ascending order by Schedule Start Date for clarity. A scroll bar is provided for large lists, with placeholder text shown when no schedules match the criteria.
The component will display as shown below:
The Upcoming Appointments section provides a clear, paginated list of a Participant’s scheduled Appointments. It allows you to quickly review upcoming services, with filtering options to improve visibility and management.
This list is especially useful for seeing future commitments at a glance without navigating into the Planner.
Appointments are displayed in pages of up to 10 records at a time, with scrolling available to access more. The list includes key details such as:
Scheduled Start Date/Time (recurring icons are shown for repeating Appointments)
Status of the Appointment
Duration in minutes
Each record can be expanded to show further information, including the Resource(s) delivering the service, the Service(s) attached, the Appointment Address, and a link for directions that opens directly in Google Maps.
Additionally, to help you focus on the most relevant information, you can filter the list by Status or by a specific time frame. Available time frames include:
Today
Tomorrow
This Week
Next Week
For optimal Maica performance, a maximum of 1,000 future Appointments can be displayed for a single Participant.
Appointment records are accessible via the Scheduled Start Date link.
The Participant Record also includes handy Related Lists containing key information about the Participants. The key lists are further detailed below:
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.
Connections can be found under Related by default, however your team can change where this appears by customising your .
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.
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.
Once done, your Connection record will be saved within the Profile of both Contacts.
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.
The Participant Resource list is directly related to the Resources Participant list on the . This means, if multiple Participants are receiving care from a given Resource, this will be reflect on the Resource Participants list and display on the under the Profile Management tab. This list will be dynamically updated if an update occurs on the Resource Profile.
The Participant Goal related list allows for the management of Goals being assigned to Participants.
The benefit of this list is to be able to track and manage the Goals associated with each Participant, including their progress over time. This is particularly useful when a Participant has multiple Goals at different stages.
To create a new Participant Goal, simply click New, complete the required fields:
Goal Name: Enter a custom Goal Name for your Participant
Contact: Maica auto-populates this field with the name of the Contact the Connection record is connected to.
Goal: Associate a Goal or create a new one to assign to the selected Participant
As well as any optional fields such as:
End Date
Stage: Choose between Definition, In Progress, Partially Achieved, Fully Achieved or Not Achieved.
Description
Once done, simply click Save.
Archiving Participant Goals The Archived checkbox allows Goals to be marked as inactive once they are complete, expired, or no longer relevant. Archived Goals are excluded from all lookup fields and will not appear when linking Goals in other forms such as Participant Notes or Appointment completion flows. Only active (non-archived) Goals remain available for selection.
Below are some example scenarios of how Participant Goals will behave in Maica:
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:
MMM Classification (maica_cc__MMM_Classification__c)
PHN (Primary Health Network) (maica_cc__PHN__c)
LGA (Local Government Area) (maica_cc__LGA__c
Mailing Postal Code: 3184
Mailing City: Elwood
LGA: Port Phillip
PHN: South Eastern Melbourne
MMM Classification: 1
Please note:
If you modify the Mailing City or Mailing Postal Code to values that do not correspond to a Postcode record, Maica clears the LGA, PHN, and MMM Classification fields.
The defines whether a location is a city, rural, remote or very remote.
NDIS Number (NDIS only)
Communication Preferences
maica_cc__Service_Agreement__c.maica_cc__Remaining_Amount__cAgreement End Date: maica_cc__Service_Agreement__c.maica_cc__End_Date__c
Frequency
Interval
Appointment Service(s)
Next Appointment Date (linked to the Appointment record)
Type
The Master Appointment has a valid Record Type
Next Two Weeks (Fortnight)
This Month
All
Status: Specifies whether this is a current or former Connection.
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.
Start Date
A Participant has multiple historic Goals
✅ Only active (non-archived) Goals are shown in lookup fields.
A Maica user tries to add a Goal to a new Participant Note
✅ Archived Goals are not displayed, ensuring only current Goals can be linked.
A Maica user marks a Goal as archived
✅ The Goal is no longer visible in lookup fields across the system.
Postcode Suburb Key = 3184ElwoodLearn 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 .
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 , you should do this by updating the End Date, as explained . 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 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.
To learn the diference between how Maica behaviours for PACE and Non-Pace Plans, .
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
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 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.
Booking Items
