The Maica Lifecycle

Get started by learning about how Maica delivers to the Participant lifecycle within the NDIS and Aged Care sectors.

Aged Maica has been built from the ground up to deliver the participant lifecycle using the Salesforce platform. The diagram below shows this visually and this article describes each one of the shown steps in more detail.

Maica's Participant Lifecycle

The below table describes each step of the Maica Participant Lifecycle in more detail with links to the relevant knowledge base article for more information.

Step Name	Description
Online Referral Form	The participant lifecycle typically starts at the point of intake which could happen via a number of channels. The online referral form is a popular channel as it allows your team to collect key information early in the process. We see a number of available technologies being used for this, including FormAssembly and FormStack. This submits participant information directly from your website to Salesforce without the need for complex or manual integration.
Email	The Salesforce platform natively supports the ability to route emails into the system. This can easily be configured by your internal team and multiple trailhead articles exist to describe this further.
Online Chat	The Salesforce platform natively supports the ability to provision online chat to your website and route this into the system. This can easily be configured by your internal team and multiple trailhead articles exist to describe this further.
Lead	At the time of intake, your team can elect to create a Salesforce Lead prior to capturing a Contact. It is totally up to your team whether or not you include this step in your intake process. If so, Salesforce Leads can easily be converted to Contacts and Opportunities at any stage.
Contact	The Salesforce Contact object is used to capture participant details, such as NDIS Number etc. The majority of information about a participant can be accessed directly from the Contact profile.
Opportunity	Maica Client Management uses Salesforce Opportunities to guide the intake and onboarding process. This includes selecting the right products and generating the service agreement document. Creating a Service Booking on the NDIS systems directly from an Opportunity is also possible.
NDIS Plan	An NDIS Plan outlines the participant's budget across a number of Plan Budgets; this also includes any allocated and available funds. Maica Client Management automatically syncs this information to Salesforce from the NDIS digital systems to make this available to your team.
Service Booking	Maica Client Management offers the capability to manage NDIS Service Bookings. This includes syncing, amending, and creating records directly within the NDIS digital systems.
Service Agreement	The Service Agreement forms the financial construct under which services will be delivered between your organisation and the participant. All available funding is captured against a Service Agreement and the delivery of services will reduce any available funds over time.
Preferences	Maica Client Care allows your team to record participant preferences, such as certain skills a support worker might need or a specific language they want to be spoken to. When assigning the right workers to the right appointments, these preferences feed into the rostering algorithm.
Appointment	An Appointment is the primary way for Maica Client Care to schedule and roster services. This includes the ability to specify participants, workers, services, locations, checklists, and many other details.
Appointment Service	An Appointment Service is a collection of related Support Items that are being delivered. This concept bridges the challenge between specifying funding in a Service Agreement and offering the flexibility of being able to schedule services without having to know the specific support item.
Resource(s)	One of the main inputs into an Appointment is the people delivering your services, sometimes called support workers, clinicians, care workers, etc. Maica Client Care has named people delivering your services Resources which include the ability to capture availability and skills, among many others.
Availability	This records when your resources are able to work at certain locations during certain times. This drives the availability rostering logic within Maica Client Care.
Skill	In addition to recording availability, Maica Client Care also allows the capturing of skills for your resources; this could include accreditations, languages spoken, etc.
Timesheet	At the conclusion of the Appointment lifecycle, Maica Client Care is able to generate timesheets for your resources. This can include both billable and non-billable timesheets.
Invoice	The generation of an invoice brings the Maica Participant Lifecycle to a conclusion and integrates with the Maica Client Management billing engine. Invoices are then dispatched depending on the funding type, including: Plan Managed services are invoiced in Maica and sent to the recorded Plan Manager directly from Salesforce. Self Managed services are invoiced in Maica and sent to the recorded Participant or a Connection of the Participant. Agency Managed services are invoiced and claimed directly from the NDIS digital systems using either the API or a compliant NDIS claim file.