Salesforce Requests, Contract, Reconciliation. Portal User Guide

Transcription

1 Salesforce Requests, Contract, Reconciliation Portal User Guide

2

3 Table of Contents 1. Introduction Salesforce Concepts Obtaining an RCR Portal Login Changing a Password Forgotten Passwords RCR Portal Home Tab Home Tab Left Hand Panel RCR Tab Online CSA Acceptance Establishing a special RCR Portal User Account CSA Status The Online CSA Acceptance Process How can I download a copy of the CSA that was accepted online? Are new Portal users immediately operational? Manually Accepted Agreements Activity Statements Activity Statement Workflow Service Orders RCR Service Order Detail RCR Contract Scheduled Services Calendar Create Activity Statement Uploading Activity Statements CSV Upload File Structure Search Activity Statements RCR Activity Statement Detail section Activity Statement Line Item table Exporting Activity Statements Reconciling Activity Statements Reconciliation Error Messages Editing your Activity Statement Submitting Activity Statements... 41

4 3.17. Service Queries Editing a Service Query View a Service Query Usage Status Report How to create a Recipient Created Adjustment Note (RCAN) - Activity Statements Force Reconcile Functionality Individualized Funding Stage Business Rules for Participation Plans How do I find my Group Agreements? What does a Group Agreement look like? Where can I find my Participant Plans that are waiting to be reviewed? What does the Participant Plan screen look like? How do I create an extra Service? What happens if I create an amount greater than the Allocated Amount? How do I withdraw a Service Order from a Group Program? Support... 56

5 Glossary Acronym Salesforce RCR Portal RCR DHS CSA RCTI RCAN CSA HACC NMDS Service Order Description The software development environment that the RCR Portal application is built on. The name given to this software application. Requests, Contract, Reconciliation Department of Human Services or hereafter referred to as the Department Client Service Agreement Recipient Created Tax Invoice Recipient Created Adjustment Note Client Service Agreements Home and Community Care National Minimum Data Set Is name given to a Contract in the RCR Portal

6

7 1. Introduction The Requests, Contract, Reconciliation (RCR) system was developed to help manage the delivery of services according to the agreed Client Service Agreements (CSA) and to streamline the processing of payments. The RCR was developed using Salesforce.com, a cloud based software application that has a friendly web-based interface. The main purpose of the RCR Portal is to allow service providers to self-manage the uploading and reconciliation of activity statements so that immediate feedback on any unauthorised billing can be provided, corrections can be made and therefore payments can be made sooner. The RCR Portal provides an interface via an Internet browser so that an organisation can submit an Activity Statement instead of sending in a tax invoice that has to be manually processed. The self-serve reconciliation process allows service providers to address any errors that have been identified and then submit the statement for payment processing. The Department will then process the Activity Statement and produce a Recipient Created Tax Invoice (RCTI) or a Recipient Created Adjustment Note (RCAN) on behalf of the organisation. This User Guide is divided into two main sections: 1) Salesforce Concepts This section provides information on how to log in and update your user credentials and general Salesforce terminology. 2) RCR Portal This section describes how to use the RCR including the online acceptance of agreements, creating and reconciling Activity Statements and other RCR Portal features. Throughout the RCR Portal User Guide we provide notes and recommendations that will help you use the RCR Portal more efficiently. P a g e 1

8 2. Salesforce Concepts First time users of the RCR Portal will need to follow a few easy steps to complete their registration as a user of the system. These steps include: 1. Obtaining an RCR Portal login 2. Log in to the RCR Portal 3. Changing a password These steps are described in the following sections Obtaining an RCR Portal Login Your organisation needs to contact the Department to request a user account for you. Once this information has been received, your RCR user account will be created and you will receive a system generated providing you with your login credentials and the website link to access the RCR Portal, similar to the one in the screen shot below: If you click on the link provided in the , a new browser window will open with the following screen: P a g e 2

9 At this point we recommend that that you save the following website address as a Favourite in your browser: Saving the URL address enables you to quickly access the RCR Portal, without having to retype it every time. On the login page enter your username and password as provided in your user account confirmation . Once you have clicked the Login button, the home page of the RCR Portal will appear, as shown below: 2.2. Changing a Password We recommend that you change the computer-generated password with a password of your own. To do this click on the My Profile link, as seen in the screen shot below: P a g e 3

10 Click on the Change My Password button to navigate to the Change Your Password screen. Enter your existing password in the Old Password field and your new one in both the New Password and Verify New Password fields, then click the Change Password button to finalise the change. P a g e 4

11 2.3. Forgotten Passwords If you can t remember your password, simply click on the Forgot Your Password? hyperlink on the Login screen, as shown below: A screen will appear asking you to enter your username (typically your address). Click the Submit button to finalise the process. An will then be forwarded to the address associated with your user account. Once you have received this , follow the instructions provided to complete the RCR Portal login process with your new system generated password. P a g e 5

12 3. RCR Portal 3.1. Home Tab The Home tab is displayed each time you log in to the RCR Portal. You can alternate between the Home tab and the RCR tab by clicking on the tab links near the top left-hand corner of the screen as shown below: Home Tab Left Hand Panel Here is a description of the left panel of the Home tab: Welcome Message The first section in the left-hand panel displays the Welcome message followed by the My Profile and Logout hyperlinks. You can use the My Profile hyperlink to navigate to the My Profile screen. The Logout link should be used when you have finished using the RCR Portal. P a g e 6

13 My Profile To access your profile information, click on the My Profile link, a screen similar to the one shown below will appear: To update your personal information click on the Edit button. The mandatory fields are shown with a red vertical line. If you have been set up to accept Client Service Agreements via the RCR Portal, you should also enter your name and job title as these fields will be captured into the formal agreement. P a g e 7

14 Search The second section of the left-hand panel is the Search section. This Search tool allows you to quickly search for RCR Programs, Services and Service Orders. To use this Search tool: 1. Select which area of the RCR Portal you need to search from the drop down list that has Search All selected as the default value. 2. In the field below the drop down list, enter in the criteria to search for the data that you want to find. 3. To complete the search process click the Go button. The screen shot below is an example of using the Search tool. This example shows that the area of the Portal to be searched is RCR Service Orders, the search criteria is e.g As an exact match could not be made, the Search Results screen has been populated with any records that match the search criteria. P a g e 8

15 Recent Items The third section in the left-hand panel on the Home tab shows the items that you have most recently viewed. This area will show the last 10 items that you have accessed in the RCR Portal. We recommend using this functionality as it will increase the efficiency in which you can use the system. To access a recent item, click on the link for that item (e.g as per the example above). Home Tab Right Hand Panel When reading through the following features of the Home tab, please refer to the screen shot below: RCR Portal User Guide This section provides you with the ability to download the latest RCR Portal User Guide. Service Orders Pending Acceptance Service Orders Pending Acceptance section provides you with a list of Service Orders that are waiting to be accepted. Recent Service Queries This section displays a list of the most recently created Service Queries that your organisation has submitted to the Department. You can access an individual Service Query record by clicking on the ID link. P a g e 9

16 Activity Statements Not Submitted This section displays a list of the most recently created Activity Statements for your organisation that have not yet been submitted for payment processing. You can access an Activity Statement by clicking on the Statement Number link. Submitted Activity Statements This section displays a list of the most recently submitted Activity Statements for your organisation. You can access an Activity Statement by clicking on the Statement Number link. Current Services This section shows a list of the current services that your organisation can provide, including the Service Code, Description, the current date range and the associated rates for those services RCR Tab The RCR tab is located to the right of the Home tab. The RCR tab will display the RCR Menu screen similar to the one shown below: P a g e 10

17 Click on the icons displayed on the RCR Menu screen to access more information. The table below lists all the menu items and their purpose: RCR Menu Item Service Orders Service Queries Upload Activity Statements Create Activity Statement Search Activity Statements Purpose Displays a list of Service Orders that belong to your organisation and can navigate to a Service Order of interest. Displays a list of Service Queries that belong to your organisation and can navigate to a Service Query of interest. Used to upload the csv file that will create Activity Statements via a batch uploading process. Used to create a new Activity Statement using an online form. A search screen to locate your Activity Statement of interest. P a g e 11

18 3.3. Online CSA Acceptance Before your organisation can provide any services to a client, an agreement known as the Client Service Agreement (CSA) must to be established between your organisation and the Department. To do this efficiently someone in your organisation needs to be set up so that they are empowered to electronically accept the Client Service Agreement (CSA) via the RCR Portal. This will typically be a contract manager who currently accepts the terms and conditions of the Department contracts on behalf of your organisation Establishing a special RCR Portal User Account The following steps need to be followed if a special RCR Portal User Account needs to be: 1) Contact the Department to find out the confidential address of the RCR Portal Request User Form website. 2) Use your browser to visit the website. The site will be similar to the one shown below: 3) Click on the following link: Click here to download the CSA Authorisation Letter to download the CSA Authorisation Letter. 4) It is important that this form completed and signed by an authority within your organisation. You then need to scan the signed form so that it is ready to be uploaded. 5) Visit the website again. P a g e 12

19 6) Remember to click on the Existing User radio button if the user already has an RCR Portal user account. 7) Complete the fields and make sure that the CSA Authoriser field has been ticked. 8) Use the Browse button to upload the scanned copy of your signed and completed CSA Authorisation Letter. 9) Press the Submit button. Any online acceptances will be legally binding so it is important that only the named individual uses the account and their name will be captured inside the CSA. Please do not encourage others to share your account. If you need more accounts established, contact the Department CSA Status The CSA must first be approved by the Department and then accepted by the Service Provider. A new field called CSA Status has been used to monitor the approval workflow. When a Service Order is waiting for the Department Authorised Delegate to approve it, the CSA Status field will be set to Pending Approval. Once the Department Authorised Delegate approves it, the system then waits for the Service Provider to accept it. Once the agreement has been accepted by the Service Provider, the CSA Status field will be set to Accepted. Here is a workflow of the Online CSA Acceptance process: Online CSA Acceptance Department of Human Services Service Provider via RCR Portal Select Service Provider If not interested, then press Reject CSA button RCR Service Order Created / Amended Create a Service Query Not Sure CSA Approved? Yes Automatic to Service Provider Review CSA via RCR Portal CSA Acceptable? Signed By All Parties updated overnight If acceptable, then press Accept CSA button P a g e 13

20 The Online CSA Acceptance Process RCR Portal User Guide 2018 Let s assume that the Department has approved the release of a new service order and it has been sent to you you re your acceptance. The following steps will need to be followed: 1. You will receive an inviting you to visit the RCR Portal, similar to the one shown below: 2. You can click on the hyperlink in the to go to the RCR Portal. 3. After logging onto the RCR Portal, you will see the Service Order Pending Acceptance section on your Home page. You need to click on the Accept/Reject CSA link to navigate to the Acceptance of Agreement screen. P a g e 14

21 4. If you are not authorised to accept CSAs, you will see the following error message at the top of the Acceptance of Agreement screen: 5. If you are authorised, you will not see the error message and the acceptance buttons will appear. 6. This screen displays your name, job title, phone and fax from the details stored on your user account. 7. If you are completing the form on behalf of your contract manager, please enter their details in the Contract Manager s section. P a g e 15

22 8. If you have a key member of staff who will be providing the services, please enter their details in the staff member section. 9. Check that the information in the CSA is correct. 10. If you have a question about the CSA, you need to create a Service Query by clicking on the Create Service Query button. 11. Press the Accept CSA button if you want to accept the terms and conditions. The system will send an back to the Department letting them know that the agreement has been accepted. 12. As all parties have now agreed to the terms and conditions, the services can now be delivered. 13. If you choose to Reject the CSA, and need to discuss the Service Order further with the Department, then submit a Service Query to commence this discussion. See Section 2.4 of this user guide for instructions on this How can I download a copy of the CSA that was accepted online? You can view a copy of the signed CSA by visiting the Service Order screen then click on the View Attachment hyperlink in the RCR Service Order Acceptances section, as shown below: Alternatively, you can click on the Acceptance Number hyperlink and a summary of acceptance details will be displayed. P a g e 16

23 Here is an example of the Service Provider s Acceptance Detail screen: Are new Portal users immediately operational? Once a special RCR Portal User Account has been established, the user will be able to go online and accept any agreements pending acceptance. If a paper copy of an agreement was sent out just before the user was created, you should just ignore the paper copy and just go online to accept the terms and conditions via the RCR Portal. This method is better because it will capture a legal record of that acceptance and a snapshot of the approved and accepted CSA document will be permanently stored online Manually Accepted Agreements If your service provider wasn t set up for online acceptance when the agreement was signed, you can still download a copy of the pre-signed agreement via the RCR by pressing the Client Services Agreement button on the Service Order screen. P a g e 17

24 3.4. Activity Statements Activity Statement Workflow The following diagram illustrates the workflow processes for submitting an Activity Statement from the RCR Portal: Upload Activity Statement: the electronic transferring of your Activity Statement file into the RCR Portal. Automatic Reconciliation: the validation and reconciling of your Activity Statement so that each statement item is assigned to a valid service contract that you have in place with the Department. Review: the correction of any errors that may be returned from the Reconciliation process. If it is an issue that you believe has been caused by the Department then you can contact them by submitting a Service Query. Submit Statement: once you have completed your review step, you can submit your Activity Statement for payment processing and invoicing by the Department. P a g e 18

25 3.5. Service Orders The Service Order record details the breakdown of services to be provided by a service provider. It is also referred to as a Contract. To access your Service Order from the RCR Menu, click on the icon alongside the Service Order name. The following screen will appear listing all the Current Service Orders that exist for your organisation: To view the details of a particular Service Order, click on the Service Order Number hyperlink e.g You will be presented with a screen displaying details regarding the selected Service Order. In the example below we are displaying the details for Service Order "68922". P a g e 19

26 P a g e 20

27 The Service Order screen is divided into six sections: RCR Service Order Detail RCR Contract Scheduled Services RCR Contract Adhoc Service Service Queries RCR Activity Statements RCR Service Order Acceptances RCR Service Order Detail RCR Portal User Guide 2018 This section provides the following information for the service order: 1. the service schedule - start and end dates 2. client details 3. breakdown of costs RCR Contract Scheduled Services A scheduled services record has information regarding a service that is to be provided on the service order. Click on the Scheduled Service Name link from the Service Order Detail screen in order to view more information about a scheduled service, as highlighted in red in the screen below. The screen below shows in detail the Scheduled Service information. It provides details on the service being provided, the expected costs, the flexibility on when the service can be provided and whether any exceptions exist to providing the service. P a g e 21

28 Flexibility of a service is defined on the RCR Contract Scheduled Service Detail screen. It refers to when the service can be delivered for the time period allocated for the service schedule. Although you cannot modify the flexibility of a scheduled service you must understand its purpose so you can submit or address issues created from your Activity Statements. P a g e 22

29 There are three options for the Flexibility field: RCR Portal User Guide 2018 Flexible within a Period The service can be delivered at any point in the selected period as long as the time delivered matches what has been allocated in the scheduled service. With reference to the screen shot above as an example. 2 hours have been allocated on the Wed for Week 1. This service can however be delivered for 1 hour on Tue and 1 hour on Thu. Flexible across a Period This means that the service is flexible to the extent that any unused services from the previous period can be used in the current period. Note that those unused services cannot be carried over to the subsequent period. With reference to the screen shot above as an example. The period is defined as 2 weeks, and a client can receive 4 hours of service on any day within this period. If only 2 hours were delivered to the Client for the period, the 2 hours that weren t delivered are available for use in the following period. Therefore the client is entitled to receive 6 hours of service for the following period, which defines how a service is flexible across a period. Flexible across Scheduled Service Date Range This means that the service can be delivered at any time within the scheduled service date range. The screen shot below, shows a graphical representation of what has been defined above. The Exceptions field indicates whether any special arrangements exist for a scheduled service. There are four possible settings: 1. No, normal scheduled services are not contracted on Public Holidays; 2. No, Public Holidays are excluded; 3. Yes, normal scheduled services continue and are paid at Public Holiday Rates; 4. Special arrangements have been agreed for Public Holidays or other days, replacing normal schedule services. P a g e 23

30 The screen shot below will only be displayed if the fourth setting has been selected. Special arrangements regarding how the service will be paid can be made for particular Public Holidays and other dates. In the example below for Labour Day 1 hour will be delivered at the Public Holiday rate and 1 hour will be delivered at the Standard rate. *Note: you are not able to modify these settings through the RCR Portal but you may need to refer to this information when producing your Activity Statement. Both the Scheduled Service and Adhoc Service screens have RCR Contract Service Types which relate to the funding programs. The example below, lists the HACC funding program and the selected service type(s) that will be delivered Calendar The Calendar screen displays all the scheduled services for the life of the service order from a monthly calendar view. The Calendar is accessed from the Service Order screen by clicking the View Calendar button as highlighted in the screen shot below: The calendar will open in a new window. You can use the Previous and Next buttons to move through each month. Alternatively, you can select a particular month using the pull down list on the top right. Click the Cancel button to close the screen. P a g e 24

31 In the Calendar screen you can hover over the Service Code field to see more information about the scheduled service, as shown above. P a g e 25

32 3.7. Create Activity Statement RCR Portal User Guide 2018 This section explains how you can create an Activity Statement within the RCR Portal. This is an alternative to using the upload tool to import an Activity Statement CSV file. To create an Activity Statement, click on the Create Activity Statement icon in the right-hand pane of the RCR tab, as highlighted in the screen shot below: At the top of the Create New Activity Statement screen you firstly need to complete the Activity Statement s required header information which is comprised of the following fields (as highlighted in screen shot below): Service Provider o Statement Number o o o Date o Start Date o End Date o Enter your organisation s name Enter a unique combination of numbers and text. The statement number must not already exist in the RCR system. It must be 12 or less characters long. Enter the today s date or the date that the activity statement was created Enter the first date that the activities commenced for this statement Enter the last date that the activities took place for this statement Once you have completed this required information, click Save to create a blank Activity Statement. P a g e 26

33 Add Activity Items to an Activity Statement The details of a service delivered is referred to as an Activity Line item, with reference to the screen shot below, it defines the date the service was provided, the service type, quantity, price and for which service order (contract) it applies to. To add an Activity Line Item to your Activity Statement click the Add Line link, this will refresh page with a new line item for your entry. To add an Activity Item to a statement you will need to complete the following fields, as seen in the screen shot below?: Unique ID o Date o Service Order No o Service o Service Type o o Quantity Rate GST o o o This is an optional field that allows to uniquely identify the Activity Item within a statement.. Enter the date in which the activity took place. Enter the Service Order Number associated with the client that received the services. Select the Service Code from the dropdown list of available services from your organisation. Enter the HACC or NMDS service code for the activity item. Please refer to the Service Types that were provided in the Upload Activity Statement section. Enter the number of units that were delivered. Adjust the rate that automatically appears based on the Service Code, if required. Adjust the automatically populated GST component, if required. P a g e 27

34 Total o This field is automatically populated with total cost based on the values in the other fields. Click the Add Line link if you need to create extra activity items to your statement. Once you have completed adding activity items, click on the Save button to save these changes. To remove line items from the statement, click on the button at the front of the line item that you want to remove. In order to confirm these changes, you will need to click on the Save button. If you have finished updating the records on this screen, click the Save & Close button. If you close the Activity Statement by clicking the Close button but you will lose any unsaved changes Uploading Activity Statements In this section you will learn the steps required to upload an Activity Statement and the rules you need to consider when creating an Activity Statement. Before you can uploading the file, you need to create it. The file using a comma delimited format must contain all the fields as described in below. You can ask the Department for a copy of an empty csv template for your organisation. One file can contain numerous Activity Items from multiple Activity Statements for one or more Service Orders. P a g e 28

35 Assuming that your Activity Statement file is ready, visit the RCR menu by clicking on the RCR tab, as shown below: Click the Upload Activity Statement icon to navigate to the screen below: Complete the details on this screen to upload your csv file. This includes: Selecting your Account name from the Account dropdown list; Entering a Description of the file you are about to upload; Click the Choose File button to locate the file from your local storage device; Click the Upload File button to begin the upload process. Some errors may prevent the file from being uploaded. These errors will appear just above the Account field CSV Upload File Structure The csv file must be in comma delimited format. It can contain activity items from various invoices and multiple contracts. The maximum number of activity items per file is It is advisable that you request a copy of the csv file template from the Department prior to creating and uploading your data file. Listed below are the data requirements of each Activity Item: P a g e 29

36 Column Data Type Business Rules Mandatory Account Text The identifier for your organisation as provided by the Department. Service Order Text The Service Order Number as created by the Department. In most cases this should represent the CBMS contract number. Client Name Text The Name of the Client who will be receiving the services. Yes Yes No Statement Date Date (dd/mm/yyyy) The Date that the statement was issued. Yes Statement Date Start Date (dd/mm/yyyy) The starting date that the Statement covers. No Statement End Date Date (dd/mm/yyyy) The end date that the Statement covers. No Statement Number Text Service Provider s unique identifier for the statement. This value is limited to a maximum of 12 characters. Yes Service Date Date (dd/mm/yyyy) The Date that the services or activities were delivered on. This date must be between the Statement s Start and End Dates. Yes Code Text The service code as agreed between the Department and the Service Provider. This must be the code that relates to a rate. Yes Qty Numeric The quantity of this service that was provided. Yes Rate Numeric The rate for this service (ex GST). Yes GST $ Numeric GST amount Yes Total ex GST Numeric Total = Qty x Rate Yes Total inc GST Numeric Total plus the GST amount. Yes Unique Identifier Text This is a unique identifier for each line item. It must be unique within an activity statement. Yes P a g e 30

37 Column Data Type Business Rules Mandatory Service Type Text The service type code and description. Here are the values for the NDA Service Type codes: 1.01 Large residential/institution (>20 places) 24- hour care 1.02 Small residential/institution (7 20 places) 24- hour care 1.03 Hostels generally not 24-hour care 1.04 Group homes (<7 places 1.05 Attendant care/personal care 1.06 In-home accommodation support 1.07 Alternative family placement 1.08 Other accommodation support 2.01 Therapy support for individuals 2.02 Early childhood intervention 2.03 Behaviour/specialist intervention 2.04 Counselling (individual/family/group) 2.05 Regional resource and support teams 2.06 Case management, local coordination and development 2.07 Other community support 3.01 Learning and life skills development 3.02 Recreation/holiday programs 3.03 Other community access 4.01 Own home respite 4.02 Centre-based respite/respite homes 4.03 Host family respite/peer support respite 4.04 Flexible respite 4.05 Other respite 6.01 Advocacy 6.02 Information/referral 6.03 Combined information/advocacy 6.04 Mutual support/self-help groups 6.05 Alternative formats of communication 7.01 Research and evaluation 7.02 Training and development 7.03 Peak bodies 7.04 Other support services No P a g e 31

38 3.9. Search Activity Statements RCR Portal User Guide 2018 In this section you will discover how to search for, view and manage the Activity Statements that you have previously submitted or created. To access the Activity Statement Search screen navigate to the RCR Menu screen and click on the Search Activity Statements icon as illustrated in the screen shot below: The screen below is what you will see: The fields at the top of the screen are known as Search Criteria, which can be used to refine your search. You are not required to enter anything at all however the search criteria will help you find your data sooner. Click the Search button to activate the search process. P a g e 32

39 Here is a description of each field: Account: by default this is set to "<All>". Status: by default this is set to "<All>" however other options include: o o o o o o Loaded; Reconciliation in Progress; Reconciled Errors; Reconciled - No Errors; Pending Approval and Approved. If you wish to search for all Activity Statements with the status of "Approved" then select it from the dropdown list. Statement Number: use this field when you want to search for a particular statement by using your Activity Statement Number. From Date and To Date: relate to the Activity Statement s start and end dates. File Name: when you need to search for a file name of an activity statement that you had previously uploaded. File Description: when you need to search for the file description of an activity statement that you had previously uploaded. Once you have completed your search, all records that matching your criteria will be displayed in a list as per the screen shot below. To view an Activity Statement click on the Statement No. hyperlink. With reference to the screen shot above, Statement No. 15 will be selected. P a g e 33

40 The RCR Activity Statement screen is divided into four sections: 1. RCR Activity Statement Detail 2. RCR Activity Statement Items 3. Service Queries 4. Notes & Attachments RCR Portal User Guide 2018 P a g e 34

41 3.10. RCR Activity Statement Detail section This area of the Activity Statement screen provides you with: 1. calculated financial information for the statement; 2. a summarisation of activity line items that have been approved, rejected or are pending approval; 3. and the Status e.g. Approved which advises what progress stage the activity statement is in. Below is a table that explains the Status of an Activity Statement. It is important to understand these values so as to understand how activity statements are processed. Status Trigger to update the Status Actions Can Activity Statements be Edited or Deleted? Loaded The service provider uploads a csv file containing activity statements. Alternatively, the service provider or the Department user can enter the details for a new activity statement online. Automatically set when an activity statement has been successfully loaded. Yes, editing and deletions are allowed. The csv files can be uploaded multiple times. Reconciliation Progress in The service provider or the Department user presses the Reconcile button. Automatically set while the reconciliation process is being run. Yes, editing and deletions are allowed. P a g e 35

42 Status Trigger to update the Status Actions Can Activity Statements be Edited or Deleted? Reconciled - Errors None. Automatically set when at least one activity statement item has a status of Rejected when reconciliation errors are found. Yes, editing and deletions are allowed. Reconciled No Errors None. Automatically set when all the activity statement items have a status of Approved when no reconciliation errors are found. Yes, editing and deletions are allowed. Approved or Pending Approval Payment Processed Once the service provider or the Department user have finished correcting their activity statement items, they can press the Submit button in order to submit the statement for payment processing. After a statement has been authorised by a Department approver, the Department user can initiates the sending of pressing payment details the to CBMS Process by Activity Statement Payments button. Pending Approval is set when at least one item requires manual approval because it exceeded the tolerance levels otherwise Approved is set. Payment details have been passed to CBMS. No editing or deletions are allowed. For items requiring manual approval, only the status of that item can be modified. At this stage the record cannot be altered in any way Activity Statement Line Item table The table below displays a list view of each Activity Item against the Activity Statement: P a g e 36

43 Service Query Table The table below displays a list view of each Service Query that has been created against the Activity Statement. Notes & Attachments Table The table displays a list view of each note or attachment against the Activity Statement. The most common record that is created in this section is the Recipient Created Tax Invoice (RCTI) which is created after the Department have processed your Activity Statement Exporting Activity Statements Click the Export button on the RCR Activity Statement Detail screen to produce a csv file of the Activity Statement Items, which will show the Reconciliation Status and any Error information. This feature is designed to be used for Activity Statements that have over 50 activity line items Reconciling Activity Statements Prior to submitting an Activity Statement to the Department you must have first reconciled the statement and addressed any errors, if they exist. To initiate the reconciliation process click the Reconcile button. You will be notified when the reconciliation process has been completed via an from Salesforce. Once the reconciliation process has completed, each activity line item will have its status updated. Please refer to the highlighted areas of the screen shot below to see the Status and Error column. If it is Approved, no further action is required from you. If it has been Rejected, a message in the Error column will be displayed explaining the issue that was encountered, so you can fix it. If it has P a g e 37

44 Pending Approval, then the Department needs to assess this item and decide whether it will be approved or not Reconciliation Error Messages This is a list and an explanation of the error messages you may encounter after reconciling your Activity Statement: Error Message Further Information The date of this item is not within the invoice start and end dates. The item activity date is not within the contract service period. The item activity date is not within the Service Order period. This service is not available on <day of week>. An invalid Service Provider code was used. The reversal must match with a previously submitted activity statement item. An invalid GST rate has been applied for this item rate. The rate for this item does not match the contracted service rate. The total of this row does not match Rate + GST multiplied by Quantity. The item service level does not match the contracted service level. More than one scheduled service is current for this item code. P a g e 38

45 Error Message This Service Order has not been signed by all parties. Further Information The contract service agreement must be signed and submitted back to the Department before an activity statement can be submitted. This activity date is outside of the date range for the Contract AdHoc Service. This activity date is outside of the date range for the Contract Scheduled Service. A rate cannot be found for this service on this date. No current contract for this service. No Service Orders exist for Service Provider: <Service Provider Name> You have tried to reconcile an activity statement item to a service order that doesn t exist in your organisation. The total for this scheduled service has been exceeded for the period <from date> to <to date> The line item rate does not match the service rate. This item exceeds the contracted quantity of services for this date. The selected Service Provider is not valid. Where a user has access to more than one organisation (Service Provider S.P.) the Service Provider selected on the Activity Statement and S.P. Invoice Code provided in the csv file must match. Service Order Number <service order number> is not valid. The total for this adhoc service has been exceeded. The amount reconciled for this activity item exceeds the tolerance level by <the amount of dollars exceeded by> as at this date. If this item is submitted, it will proceed to DSCI for manual approval. The total amount reconciled for this Service Type is below the minimum tolerance. The minimum tolerance is <the amount of dollars below the min.> as at this <date>. If this item is submitted, it will proceed to the manual approval queue. This activity item is unable to be reconciled against any scheduled or adhoc services. P a g e 39

46 3.15. Editing your Activity Statement RCR Portal User Guide 2018 There are three recommended methods regarding how to edit your Activity Statement so that the reconciliation errors can be addressed. 1. Using the Bulk Edit function If you created your Activity Statement using Create Activity Statement online tool, then you can correct any reconciliation errors using the Bulk Edit screen. Select the Activity Statement that you need to correct and click on the Bulk Edit button as seen in the screen shot below. The Bulk Edit screen will open and look like the one shown below. Several Activity Items can be edited however we recommend you Save your changes regularly so that you avoid losing your changes should your browser close down unexpectedly. Once you have finished modifying the Activity Items, click on the Save & Close button. If you do not want to save your changes, click the Close button. It is not recommended that the Bulk Edit feature is used for the Activity Statements that contain more than 100 items. P a g e 40

47 2. Using the Export (for csv submissions) function RCR Portal User Guide 2018 If you have uploaded a large file containing a number of Activity Statements, then it is recommended that you use the Export function to export each Activity Statement and the associated reconciliation errors. In the RCR Activity Statement screen click the Export button, as highlighted in the screen shot below. The RCR Activity Statement Items will be exported to a csv file, similar to the one that you originally submitted but with two additional columns: the Reconciliation Status and the Error message. We recommend that you use these columns to assist you in resolving why these items were Rejected. Once you have updated the csv file with the corrections, you can resubmit and re-upload the edited csv file and overwrite your original version. Before uploading the file, you must first remove the Reconciliation Status and Error columns. For further details on how to upload an Activity Statement, please refer to the Upload Activity Statement section of this document Submitting Activity Statements After you have reconciled your Activity Statement, the next step is to submit it to the Department for processing. To submit your Activity Statement click the Submit button as seen in the screen shot below. If the Submit button is not visible on your screen for an Activity Statement that has never been submitted before, then you must contact the Department to arrange access to this functionality. *Note: you cannot make changes to your Activity Statement after you have submitted it. P a g e 41

48 If your organisation has an Recipient Created Tax Invoice Agreement (RCTI Agreement) with the Department, an RCTI will be generated for you and payment will be made once the submitted Activity Statement has been processed by the Department. Activity Items that have been submitted with a Status of Rejected will be listed on the RCTI but the associated amounts will not contribute towards the RCTI total. A Service Query will be automatically created for an Activity Statement that contains more than one rejected items when it has been submitted for payment processing Service Queries A Service Query is the electronic process of raising a query about a Service Order, Activity Statement or a general enquiry about the RCR Portal. Through the RCR Portal your Service Query is submitted to the Department where they will communicate with you in resolving your query. A Service Query can be created in many areas from the RCR Portal including the Service Order, Service Query and Activity Statement screens. This section of the user guide will explain how to create and track your Service Query from the Service Order screen. From the Service Order screen you can view existing queries and submit new queries that you may have for a particular service order and/or activity statement. Click on the New Service Query button, as shown below, in order to create and commence the process for submitting a new query. A screen similar to the one shown below will appear, as you can see the RCR Service Order number has already been populated as you have lodged it from the Service Order screen. If you lodged it from the Activity Statement screen the Statement No field would have been populated instead. To complete the Service Query you will need to provide information for the mandatory fields. Mandatory fields are highlighted with red vertical lines. P a g e 42

49 If you no longer need to create or make changes to an existing service query, then click the Cancel button and no action will be taken. You will be returned back to the Service Order Detail screen Editing a Service Query Once you have created your service query, you can add further information to correspond with the the Department user that is assisting you with your query. To edit an existing service query, first locate your Service Query from the Service Order, then click on the Edit link next to your Service Query as highlighted in the screen shot below: A screen similar to the one shown below will appear. Here you can update the description or record further information to assist you and your Department correspondent in resolving the query. P a g e 43

50 View a Service Query To view a Service Query from the Service Order screen click on the Service Query ID link as highlighted in the screen shot below: You can add notes and attachments to the query to assist your communication with your Department correspondent. Click on the New Note button to create a note to the query and click on the Attach File button to attach a file to the query, as seen in the screen shot below: Service Queries can also be accessed from the RCR tab. Click on the Service Queries icon as seen in the screen shot below: P a g e 44

51 A list of the RCR Service Queries will be displayed. The View drop down field enables you to select the Service Query records that are being displayed based on their current status. The views that are available are: 1 New Service Queries 2 In Progress Service Queries 3 Closed Service Queries 4 Applicable to CSA The View drop down field is highlighted in the screen below: P a g e 45

52 3.18. Usage Status Report The Usage Status Report details the amount and quantity allocated to each period along with the actual used. The report allows the user to drill down on each period to show activity statement items (both approved and rejected). Accessing the Usage Status Report The Usage Status Report can be accessed from RCR Service Order screen. Click on the Usage Status Report button as seen in the screen shot below: Understanding how to use the Usage Status Report Click on the Usage Status Report button to open the report. A new window will appear and all the scheduled and adhoc services belonging to the selected service order will be listed. In order to see the details, you will need to select one of the services by clicking on the checkbox, as indicated in the screen below: A detailed section will be displayed for the selected service. To see any activities that have occurred for a billing period, click on the symbol next to the date range. It will then expand and display each activity item that has been reconciled for that billing period. You can see an example of this in the screen shot below. Please be aware that the Quantity Approved can sometimes be misrepresented as a different service may have been reconciled against the scheduled service. To identify you of this situation, an asterisk is put next to the amount and the text colour is changed to red. P a g e 46

53 How to Print the Usage Status Report To print the Usage Status Report click on the Print button as illustrated in the screen shot below. A new browser window will appear and display the report in a pdf format, which can then be printed. P a g e 47

54 3.19. How to create a Recipient Created Adjustment Note (RCAN) - Activity Statements The Reconciliation process that is used for Activity Statements in the RCR Portal eliminates the majority of potential billing issues however it is still possible for an incorrect payment to be made. For this reason the need to credit back a payment still exists and this section explains how to achieve this by creating an RCAN Activity Statement. The process of creating an RCAN Activity Statement is similar to creating a RCTI Activity Statement with a couple of minor differences. Below are two screen shots; the first highlights the Activity Statement Item that was approved and paid for an organisation and the second shows the Activity Statement Item created to reverse the incorrect payment. Diagram 1 Activity Statement detail and the Activity Statement Item that was approved/paid now needs to be credited. Diagram 2 Activity Statement Item with corresponding credit data. As you see from the above the screen shots, the process to credit back a charge essentially is a replication of the original paid Activity Statement Item except it includes negative financial quantities and is attached to a unique Activity Statement Number. If you only crediting back one or a couple of Activity Line items then we recommend using the Create Activity Statement function from the RCR tab, because by providing the Activity Date and Service Order No. in the line item, only valid services and corresponding rates will be available, minimising data entry error. P a g e 48

55 The key fields in the RCAN Activity Line item are explained below: RCR Portal User Guide 2018 Statement Number: must be unique and different to original statement. Unique ID: must match the original Activity Statement Item if it was supplied, otherwise can be left blank. Activity Date: must match the original Activity Statement Item. Service Order No: must match the original Activity Statement Item. Service: must match the original Activity Statement Item. Service Type: must match the original Activity Statement Item if it was supplied, otherwise can be left blank. Quantity: must match the original Activity Statement Item. Rate: the amount must match the original Activity Statement Item, but as a negative. Rate GST: the amount must match the original Activity Statement Item, but as a negative. Total GST: the amount must match the original Activity Statement Item, but as a negative. Total: the amount must match the original Activity Statement Item, but as a negative. * Note that a RCAN Activity Statement must only include credit Activity Statement Items and cannot include debit Activity Statement Items Force Reconcile Functionality The Force Reconcile To functionality was introduced to provide organisations that are accessing the Portal with the ability to submit the exact service that they delivered. It should be possible for an organisation to directly pull that service information from their rostering system or other information, and be able to submit that using the appropriate codes and standard rates without thinking that the data may need to be tweaked to fit into the system. Where invoices are being supplied, the Finance Officers should be able to translate the invoice directly, allowing the system to determine where services claimed have failed to reconcile. An example of a situation where the manipulation of data had to occur is when an organisation has delivered a normal weekday service in lieu of a service that was contracted for after-hours, as shown below: No Units Contracted Units AM Service PM Service An organisation is contracted to deliver 3 units of AM (normal business hours) services and 2 units of PM (after hours) services. P a g e 49

56 No Units Units Delivered AM Service PM Service However, if 4 units of AM services were delivered instead, it is likely that the system would automatically reject the fourth unit, given that it exceeds that pool of funds allocated for that scheduled service. No Units Units Delivered AM Service PM Service Using the Force Reconcile function, you may request that 1 unit of the AM service be charged against the PM (after hours) pool of funds. Organisations should be aware that this functionality has been built to recognise organisations often work with a client to come up with a solution to a particular need, and do so within the resources specified within the contract. These ad-hoc changes to the contracted service delivery are not necessarily of concern to the Department. Continued regular adjustments to the way in which services are delivered may result in the Department reviewing the contract to see if it should be reconstructed to better align with the services that are being received by the client. Organisations/Finance Officers should also be aware that all period and flexibility rules built into contracts are maintained with the Force Reconcile process. The available dollars contracted within any period continue to govern the maximum costs that can be charged within any of the pool of the funds (e.g. morning services and afternoon services), and periods therein. The Force Reconcile functionality also works in reverse i.e. can charge higher priced services to a lower priced pool of funds (e.g. weekend hours can be charged to normal weekday services). Taking the same example above: No Units Period $ Contracted Units 4 3 $34 2 $34 $38 1 $34 $38 AM PM Service Service $102 $76 The contracted AM services created a funding pool of $102 that can be utilised. The contracted PM hours create a funding pool of $76 that can be utilised. To the system, these pools are unique. P a g e 50

57 First Reconciliation No Units Period $ Units Delivered 4 3 $38 2 $38 1 $34 $38 AM PM Service Service $34 $114 Re- Reconciliation ("Forced Reconcile") No Units Period $ Units Delivered 4 3 $38 2 $38 1 $34 $38 AM PM Service Service $72 $76 If the organisation actually delivers 1 unit of AM service and 3 units of PM service, the first reconciliation would immediately reject the third PM service as it was not contracted and the reconciliation error would look something like: The total for scheduled service SUP1 has been exceeded for the period 17/07/2011 to 23/07/2011 by $ Using the Force Reconcile function, the third unit can be charged against the AM pool of funds because there is sufficient money available within that pool to cover the additional cost. If that was to occur, the RCR Usage Status Report for the AM service would look something like this: Notice that the amount remaining for that period is now only $30. This means that if a provider subsequently tried to bill for more AM services during this period, these would be rejected because there would be insufficient money left within that funding pool to cover the cost. Here is what the RCR Usage Status Report looks like if one more AM service is added to the statement: By including a brief description of the action taken (entered in the Comments section when using Create Activity Statement function), a record will be maintained of these types of adjustments which have been claimed by organisations, or how Finance Officers have interpreted an invoice. P a g e 51

58 4. Individualized Funding Stage 2 RCR Portal User Guide 2018 In July 2014, RCR was expanded to include IF Stage 2 functionality. Key changes included the ability to create Group Agreements (also known as Host Agreements) and the linking of Service Orders to those agreements. Once the Department establishes a new Service Order (connected to a Group Agreement), they will make the Participant Plan available to the Service Provider. This plan will appear in your Home Page in the section labelled Participant Plans for Review. You will be able to review, edit and accept the Participant Plan Business Rules for Participation Plans 1. Any RCR Portal user belonging to the Service Provider s Salesforce Account can accept a Participant Plan. 2. It is important that the Participation Plan is reviewed and corrected before the Accept Participation Plan button is pressed. This will automatically populate the Accepted By and Accepted On fields then set the Status to Pending Approval. 3. The total cost of the service is unable to be increased via the RCR Service Provider Portal. If major changes are required, then please contact your Department Contract Manager to discuss the changes. 4. After the Department has approved the Service Order, it still needs to complete the CSA Approval process. This is a requirement before any payments can be made via RCR How do I find my Group Agreements? You can find your Group Agreement by going to the RCR Menu and clicking on the icon next to the RCR Group Agreement menu item, as shown below: P a g e 52

59 The system will navigate you to aa list of your Current Group Agreements. In the example below there is just one Group Agreement. You click on the Agreement Number to nagivate to the Group Agreement screen What does a Group Agreement look like? Here is an example of a Group Agreement screen: The Service Orders that have been approved and accepted by all parties will appear in the RCR Service Orders section. Any Participant Plans waiting to be reviewed will appear in the Participant Plans for Review section. P a g e 53

60 4.4. Where can I find my Participant Plans that are waiting to be reviewed? The best place to look for your Participant Plans is on your Home screen. Look for the section called Participant Plans for Review. It will look something like the example screen snapshot below: 4.5. What does the Participant Plan screen look like? If you click on the Participant Plan hyperlink, the system will navigate you to the Participant Plan screen. It will look something like this: P a g e 54

61 Notice that the Accepted By and Accepted On fields are blank. These fields will be populated once the Accept Participation Plan button has been pressed. This screen is automatically in Edit mode. If you make a change, please make sure you press the Save button How do I create an extra Service? You can use the Add Service button if you need to create an extra Service. A new Scheduled Service will be created immediately below any existing ones. You can press the Cancel button, if you change your mind What happens if I create an amount greater than the Allocated Amount? If you increase the value of the Participant Plan to an amount greater than the Allocated Amount, you will see an error similar to the one below: You need to adjust the values or contact your Department Contract Manager to discuss the changes required. P a g e 55

62 4.8. How do I withdraw a Service Order from a Group Program? You can use the Withdraw button on a Service Order to inform the department of your intention to withdraw your services. The Withdraw button will navigate you to a screen which will prompt you for a Withdrawal Date, Withdrawal Reason and Comment. The Withdrawal request will then be sent to a Department Contract Manager who will then initiate the Cancellation process. You will see a Withdraw button on any fully accepted Service Orders that belong to a Group Agreement. Here is an example: The Withdraw button will open a simple form for you to complete, as shown below: 5. Support If you have any RCR System Support issues, please contact the support team sending an to: DHS:AccessPointSystemHelpdesk@sa.gov.au. P a g e 56