Content Comparison

Salesforce Basics

Everyone

https://www.loom.com/share/c985eb83491049868002652fd0ecbb3d

Salesforce Basics

Everyone

Creating records and related records

Salesforce Basics

Everyone

Relating Contacts to Accounts and other Contacts

HR

HR Team

Adding Salesforce User and Service Resource

HR

HR Team

Adding Service Resource Attributes such as Capacity and Shifts

Onboarding

 Client Management

Syncing a Contact with the NDIS

https://knowledge.maica.com.au/welcome-to-maica/participant-management/participant-proda-sync

Onboarding

 Client Management

 Onboarding clients with Opportunities > Service Agreement

Onboarding

 Client Management

Attaching Documents

Onboarding

 Client Management

Signing a Service Agreement (Create / Edit)

Rostering

Dispatcher

Work Order Management (Create / Edit)

Rostering

Dispatcher

Service Appointment Management

Rostering

Dispatcher

Using the FSL dispatcher console / Optimiser

Rostering

Dispatcher

Using the FSL gantt view

Rostering

Dispatcher

Using the Manage Resources buttton

Rostering

Dispatcher

Assigning multiple Resources to single or multiple Service Appointments

Rostering

Dispatcher

Matching Service Resources to Client.

Rostering

Dispatcher

Dispatching Service Appointments

Rostering

Dispatcher

Work Plans and templated services

Rostering

Dispatcher

Handlinf Handling

Resource Preferences

Client Management

Client Manager

Cancelling a Service Appointment - Cancelation Rules - who gets paid? For NDIS Participants:
Concept Care cancellation policy is in accordance with the NDIS price guide and will vary in-line with the
price guide.
The notice period for NDIS participant cancellations is 7 days. • A cancellation fee at the full cost of the
scheduled service will be billed if the service is cancelled with less than 7 days’ notice or the customer is not
at home at the time scheduled. • If a customer rejects the offer of a suitably compatible alternate worker
and therefore cancels the service with less than 7 days’ notice, the full cost of the scheduled service will be
billed.
Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed
fee associated with the activity from the client's plan, subject to the NDIS Pricing Arrangements and Price
Limits and the terms of the service agreement with the client.
A cancellation is a short notice cancellation if the client:
• Cancels supports with a notice period of less than 7 days, or
• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place
and within a reasonable time when the provider is travelling to deliver the support
Information relating to cancellation fees can be found by visiting the NDIS website
https://www.ndis.gov.au/providers/pricing-arrangements

For Home Care Package Clients:
• The notice period for customer cancellations is 72 hours. • A cancellation fee at the full cost of the
scheduled service will be billed if the service is cancelled with less than 72 hours’ notice or the customer is
not at home at the time scheduled. • If a customer rejects the offer of a suitably compatible alternate
worker and therefore cancels the service with less than 72 hours’ notice, the full cost of the scheduled
service will be billed.
Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed
fee associated with the activity from the client's Home Care Package and the terms of the service
agreement with the client.
A cancellation is a short notice cancellation if the client:
• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place
and within a reasonable time when the provider is travelling to deliver the support; or
• Has given less than three (3) clear days’ notice for a support for HCP.

Client Management

Client Manager

Adding and managing Goals

Client Management

Client Manager

Adding and managing Care Plans

Client Management

Client Manager

Catching client notes

Appointment Delivery

Service Resource

Service Resource notified of assignment and or dispatched appointment

Appointment Delivery

Service Resource

Service Resource Check in / Check out

Appointment Delivery

Service Resource

Attributing and expensing travel

Appointment Delivery

Service Resource

Creating Cases/Incidents from support worker app

https://www.loom.com/share/e3a8f8a3ea1045f2a6d9b87d125e5481

Appointment Delivery

Service Resource

Creating Cases/Incidents from within Salesforce

Appointment Delivery

Service Resource

Attributing Expenses for

1. Parking

2. Tolls

3. Meals

4. Day trips

Finance

Finance Manager

Timesheet creation

Finance

Finance Manager

Retrying failed payment requests from the NDIS