User Stories

Department	User	Story	Demo / Knowledge Base Article
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 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
Appointment Delivery	Service Resource	Attributing Expenses for Parking Tolls Meals Day trips
Finance	Finance Manager	Timesheet creation
Finance	Finance Manager	Retrying failed payment requests from the NDIS