What is a Service Booking?

The NDIS defines a Service Booking as the following:

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

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

What are the components a Service Booking Record?

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

• Budget Information (Funding Information)

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

• Service Booking Progress Information (Period and Funding Utilisation )

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

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

Service Booking Statuses

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

How do I create Service Bookings?

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

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

To learn more about the Create Service Booking Quick Action, click here.

Participant Profile Overview

In Maica, Participants are managed as Salesforce Contact Records.

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

• Personal Information (i.e. Name)

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

• Address Information

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

• NDIS Number (NDIS only)

• Communication Preferences

• Funding Records

• Payment Methods

Participant Record Summary Components

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

Funding Summary Component

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

Service Booking Summary Component

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

For more information on how Funding is managed in Maica, please go here for NDIS Funding and here for Home Care Package funding.

Participant Record Related Lists

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

Connections

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Participant Resources

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

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

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

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 below.

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

Key Terms

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

Participant Record Actions

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

Synchronise Participant Information

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.

Create Service Booking

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.

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.

What is a Funding Record?

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

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

• Plan Budget Information

• Plan Period Information (Start Date & End Date)

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

• Plan Goals

• Service Bookings

How do I create a Funding Record?

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

In order to retrieve the required information to populate Funding records for your Participants, refer to Maica's Synchronise Participant Information Quick Action tool.

What are the key components of a Funding Record?

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

Funding Item

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

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

To learn more about that the Create Service Booking Quick Action, click here.

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

Funding Goal

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

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

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

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

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

Service Booking

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

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

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.

What other information is stored in a Funding Record?

Budget Information

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

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

NDIA Synchronisation Information

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

Things to be aware of: NDIS Funding Records

1. Automatic Plan Extensions

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

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

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

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

2. Service Booking Extensions

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

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

What is the Synchronise Participant Information Quick Action?

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

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

Where do I find the Synchronise Participant Information Quick Action?

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

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

• Plan and Plan Budgets

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

• Service Bookings and Booking Items

How do I use the Synchronise Participant Information Quick Action?

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

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

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

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

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

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

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

How do I manage a Service Booking in Maica?

In Maica, you can manage Service Bookings through the Manage Service Booking Quick Action located on the Service Booking Record.

The Manage Service Booking Quick Action in Maica allows you to manage previously created Service Bookings for your Participants. It connects a variety of common PRODA operations directly into Maica, eliminating the need for you to handle updates twice and split your work between two applications.

Please follow the steps below to manage a Service Booking:

1. Use the Manage Service Booking Quick Action

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

2. Select Management Action

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

Here you will be asked to select which management action you wish to perform. Each action is explained further below:

Update (Extend, Reallocate CORE Budget)

If a Service Booking has multiple Booking Item records for a Flexible or Core Support Category (01–04), Maica allows you to alter the Quantity or Rate to move funding across these Booking Item records. You can do this if there is enough Total Remaining Budget for the parent Service Booking.

In order to do this, simply update the Quantity and/or Rate using the input fields shown below.

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

Reduce End Date

If circumstances change between you and one of your Participants, you can utilise Maica to cancel or end a Service Booking.

In order to do this, you do not need to remove the Service Booking; instead, reduce the End Date and enter a date between Today and the current Service Booking End Date. This will automatically trigger a cancellation in PRODA.

When you reduce the end date or end a service booking, you should keep the following points in mind:

• You cannot backdate a Service Booking's End Date to a date earlier than the date you are amending it.

• PRODA (and thus Maica) does not have a distinct Cancelled Status value, hence there is nothing on the record in Maica to indicate that the End Date has been decreased and the Service Booking cancelled. As a result, we have included an Info Panel to the Quick Action to notify you that you will receive an error if you try to reduce the End Date again, as shown below.

Under the Reduce End Date action, you can also manage Retained or Accrual Booking Item Amounts. Here, you have the option to add an accrual amount to ensure that sufficient funds are retained in the Service Booking to cover pending Payment Requests for services rendered.

Unspent funds are refunded to the available support category balance. This means that you can continue to claim for services provided (via Invoices and Payment Requests), but the Participant can use the unspent funds in a new Service Booking with a new Provider.

Approve

If one of your Participants has chosen the NDIA to pay their Providers, i.e. Agency Managed, then a Service Booking is created by the NDIA to link the supports in their Plan to their chosen Providers. As Maica is listening to the New Service Booking Provider notification, this Agency Managed Service Booking will appear in Maica with a Status of Awaiting Provider Approval or Change Awaiting Provider.

Given the Service Booking is created by the NDIA (and not you), you must approve the Service Booking before the Participant receives services. This ensures your Participant has funding allocated to pay your Invoices .

Use the Manage Service Booking Quick Action to Approve the Service Booking and begin delivering services.

Reject

The Reject option corresponds to the Approve function, as stated above. If you do not agree or approve the Service Booking created/updated by the NDIA, you can reject it using the Manage Service Booking Quick Action.

Delete

Force Sync

Because the NDIS is ultimately in charge of Service Booking Data, it is crucial that the NDIS and Maica are coordinated and consistent, this where the Force Sync becomes helpful.

In the event you believe a Maica Service Booking record has become misaligned with the PRODA version, use the Force Sync option to update the Service Booking and associated Booking Item records.

Essentially, all the data stored on these records will be updated and replaced with what is current in PRODA.

How do I create a Service Booking in Maica?

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

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

Please follow the steps below to create a Service Booking:

1. Use the Create Service Booking Quick Action

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

2. Service Booking Setup

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

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

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

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

3. Populate Booking Items

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

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

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

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

4. Confirm and Finalise

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

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

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

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 .

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: