Support at Home Q&A
This document compiles questions submitted by participants in the Q&A box during Support at Home Training Sessions and provides corresponding answers. For each training session, click the topic to expand. Questions and answers are organised under their relevant headings.
The CareVision team has answered these questions based on the best available information at the time of writing. This resource is intended to support participants in preparing for the Australian Government’s Support at Home program, which begins on November 1, 2025.
Disclaimer: While every effort has been made to ensure the accuracy of the information provided, the Support at Home program remains subject to ongoing updates, clarifications, and potential legislative changes. CareVision accepts no liability for any loss or damage arising from reliance on the information in this document. Readers are advised to seek their own independent advice and refer directly to official government publications to ensure compliance with applicable requirements.
Support at Home Training Kickoff
| Support at Home Training Kickoff | ||
| Question | Answer | Resources |
| Access to Sandbox/Test Environment | ||
| Is Support At Home Sandbox different from the normal Sandbox? | No, the Support at Home (SAH) sandbox is the same as the normal sandbox. It is the same environment you are familiar with. Just be mindful of which URL you are using to avoid confusion between sandbox and production. | |
| In terms of the way we can have a play with the new processes after the sessions, is this done in the sandbox environment? | Yes, after the training sessions, you will be encouraged to access the sandbox environment to practice hands-on with the new processes at your own pace. | |
| Could I please have a reminder of how to access the sandbox? | You can access the sandbox at http://sandbox.portal.carevision.com. In most cases, your standard username and password will work. The sandbox was refreshed to ensure the latest production configurations are available for your training. A prominent notice will be displayed to help you distinguish between sandbox and production. | |
| Can we try it ourselves? | Yes, you can access the sandbox after the main training content is delivered. | |
| Why can't I log in to Sandbox? | If you cannot log in to Sandbox, first check that your account has been created in the Sandbox environment and that you are using the correct URL. If you still cannot access, perform a password reset. If your email or organization is not recognized, contact the CareVision team to verify your assignment to the correct organization and, if necessary, to create your new account. | |
| Documentation and Training Materials | ||
| Do you have documentation about those changes so that we can read it before the session? | Yes, documentation is available and being regularly updated. You can find it in the CareVision support portal’s knowledge base, specifically under the “Support at Home” section. More content, including videos and step-by-step guides, will be published throughout this week. | How to Access Support at Home Articles |
| Are we able to get a power point of the training sessions? | Yes, the PowerPoint presentations will be included with the videos. We are still in the process of collating all the presentations and expect to publish the presentations early next week. | Support At Home Exclusive Course |
| How to stay updated on knowledge base content and get notifications? | Sign in to the knowledge base, follow the “Support at Home” section, and you’ll receive email notifications for new or updated content. | How to Access Support at Home Articles |
| Will there be a printable shortcut/reference guide, not just videos? | Yes, printable knowledge base articles are available, and you can download the PDF directly from the knowledge base. | CareVision’s Knowledge Base |
| How do I submit support questions? | Submit tickets through the support portal using the "Support at Home Questions" ticket type. This ensures your query is routed to the right team and addressed. | Questions About Support at Home? Submit a Ticket Here |
Managing Lead Clients and Client Intake
| Managing Lead Clients & Client Intake | ||
| Question | Answer | Resources |
| Client Status & Transitions | ||
| Will there be a need to suspend clients on leave under the new program, I believe leave does not need to be recorded? | Under Support at Home, you do not need to record leave as you did under Home Care Packages, and it will not impact subsidies and supplements. However, operationally, it is still beneficial to record leave to manage rostering, cancellations, and to track return dates. This also helps with hospital transitions and related funding. The leave recorded will not affect funding, but is useful for internal operations. | Pausing Client Services & Client Leave |
| Can the client be moved from Lead to Active on the same day with the same change date? | Yes, a client can be moved from Lead to Active on the same day with the same change date. If you backdate the Active status, you must also add another Active status for today to ensure the client remains Active after today. | Client Status and Stages |
| Can we edit the Lead start date and Active start date? | No, you cannot edit the Lead start date and Active start date. This is to maintain the integrity of workflows and processes. If needed, you can add another Active status for today. | Client Status and Stages |
Client Quoting Workflows
| Client Quoting Workflows | ||
| Question | Answer | Resources |
| Dates & Compliance | ||
| The start date must be aligned to what is in PRODA? | When setting up funding sources or creating quotes, the start date should match the official start date as registered in PRODA. This is important for transitioning clients or when rolling over funding at the start of a new program or quarter. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| For current HCP clients is the Starts On date be 1/11/25 for all? | Yes, for all clients transitioning, the start date for the new funding source will be 1 November 2025. | |
| Quotes & Quote Management | ||
| Why sometimes a Quote is cancelled? What could cause this? Change in Funding source? | A quote can be cancelled if the client or provider decides not to proceed, or if underlying client data (like funding or service schedules) changes, making the draft quote invalid. In such cases, the quote must be cancelled and a new one created. | |
| If you don't enter the consumer details when creating a quote, does it save anywhere? | Yes, the quote will be saved on the Quotes and Contracts Action Board by quote number, even if no client details are entered. You can associate the quote with a client later. | |
| If we make an error or client provided incorrect information, how can we fix this? | Edit the draft quote if possible, or create a new quote to correct errors. Ensure all funding, allocations, and service details are updated in the new quote. The most recent accepted quote will be the basis for care and billing. | |
| Is the Quote Type always SAH post November? | For most organizations, yes, the quote type will be Support at Home after November. Some may still use other types for private services or CHSP, but HCP will generally not be used moving forward. | |
| What is the difference with Accepted vs Accepted - Verbally? | When a quote is marked as "Accepted," it means the client has officially agreed to it, usually by signing or confirming in writing. "Accepted - Verbally" means the customer has agreed to the quote in conversation or over the phone. | |
| In a Quote, how do we manage the invoices? We do not want them to go across after accepting a quote. What do we need to do in this case? | Invoice data comes from the published bookings that have been approved and exported. The quote process does not directly generate an invoice. | |
| Can you cancel or reject a quote at any stage? | Yes, you can cancel or reject a quote at any stage. | |
| If after a quote being accepted a service is added or cancelled, will a new quote and agreement be needed? | If you add a new service or cancel an existing service after the original quote has been accepted, a new quote and agreement are generally required. This is because the quote is a formal document specifying the services, fees, and funding arrangements agreed upon by both parties. Any change to the scope of services (addition or removal) alters the contractual and billing terms, so a revised quote must be issued for acceptance. | |
| Do we need to add a day to get the full 12 months (as we currently do for statements.)? | The "to date" in CareVision is always exclusive. To cover a full year, set the end date to the same date the following year (Example: 30 Sep 2025 to 30 Sep 2026 covers a full year, but does not include 30 Sep 2026). | |
| Will the quotes also show how much the clients are to pay out of pocket? | No. Based on the information gathered from Support at Home, the claim will be processed and the Services Australia .csv statement file will be imported into CareVision. Once this process is completed, the invoice data will be ready to be sent to your finance system for invoicing. | |
| Can the quote start date be changed to a future date? | The quote start date can generally be set to a future date. This is a standard feature in care management and billing systems to allow for forward planning and to ensure that services, funding, and agreements align with the intended commencement of care or changes in service delivery. | |
| Initial quotes will need to be two months - Nov and Dec. How does this affect the Funding period? | Funding Period Matches Quote Dates: The funding period for the client’s SAH funding source will align with the quote’s start and end dates. For the initial transition, this means the funding period will be set from 1 November to 31 December, rather than a standard quarter or full year. | |
| Quote summary is it quarterly or annual? | While the quote summary shows annual figures for reference, the primary operational period for quotes and budgets under Support at Home is quarterly. The system calculates and manages funding, rollovers, and reporting on a quarterly basis, but can accommodate custom periods if needed. | |
| Is the percentage allocation worked out based on the services entered in the quote? | If you do not know the budget allocation, you can wait until services are added to the quote and the system will tell you how much budget is going to be spent on each allocation. | |
| Will a new quote need to be created each time changes to the clients care plan are requested by the client? | Yes, if the requested change affects the budget. | |
| Will it be possible to do an initial 2 month budget for Nov / December? As will be starting within a quarter | Yes, you can set the start date to 1 November and the system will calculate the budget for the period from 1 Nov to 1 Jan, even though it’s within a quarter. | |
| Will current HCP unspent amounts that are retained be reflected on their new quote? | Yes, current HCP unspent amounts that are retained will be reflected on the client’s new SAH quote. During the transition process, there are dedicated fields in the quoting system to capture both: the HCP rollover balance held by Services Australia, and the HCP unspent government funds held by the provider. When setting up the new SAH funding source for a transitioning client, you should enter these balances in the “additional settings” section of the funding source. This ensures that the total home care rollover amount available to the client is accurately recorded and carried forward into their new Support at Home arrangement. These fields are specifically designed to track and reflect retained unspent amounts from the previous HCP funding. This process allows for a smooth transition and ensures that all available funds are visible and accounted for in the client’s new quote and ongoing budget management. | |
| What about those clients with Income tested fee? | Clients’ income tested fees will need to be end dated on the 1st of November. CareVision can assist with this process. Clients currently paying ITF should be reviewed by the organisation and adjust their funding source to reflect co-contributions equivalent to their existing ITF. | |
| Funding & Templates | ||
| If we change something in Funding template, i.e. adding a new service, is that going to update the latest Funding source in all clients or we still need to go to each client and update? | Currently changing the template doesn’t reflect on clients using that template. You would need to reach out to Carevision for assistance. | |
| Contributions & Fees | ||
| Under SAH are clients allowed to contribute extra to increase their services? | For clients wanting to access more services than their funding allows, the recommended process is to set up private funding or fee-for-service arrangements separately. This ensures compliance with funding rules and maintains clear separation between government-funded and privately funded services. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| Is that a total of 110%? | The percentage allocations can add up to more than 100% because some allocations are calculated based on both the primary subsidy and supplements, while others are based only on the primary subsidy. This means the combined percentages may exceed 100% since they reference different components of the budget, not a single funding total. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| For clients who are "No Worse Off" or "Grandfathered," do we just leave the contribution blank? | If the client does not have a contribution, you can leave the contributions at zero in the allocation screen. For income-tested fees, you can set the maximum contribution per period as needed. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| Does the funding total = gross funding before the 10% care pool deduction? | The "funding total" is the gross funding before the 10% care pool deduction. The amount available for services is the net amount after the deduction. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| Are the percentages up to Coordinators discretion or are these set by SAH? | The allocation percentages for service categories under Support at Home (SAH) are not at the full discretion of coordinators. Instead, they are set by the SAH program and must align with government rules and funding templates. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| Sometimes we have them in Quoting but not charged to client until we receive the invoice, what can we do in this scenario? | Include all planned services in the quote, even if you know some will not be charged immediately. The quote acts as a budget and service plan for the quarter, showing the full scope of services and estimated costs. | Support At Home Transition Guide Document - Updated 2025-05-05 Build and Manage Quotes and Budgets for Clients |
| Grandfathered clients will we be able to override the co-contribution fees? | Yes, for grandfathered clients, you can set a maximum contribution per quarter, and the system will stop charging contributions once that maximum is reached. | Support At Home Transition Guide Document - Updated 2025-05-05 |
| Quotes: Acceptance, Dates & Reviews | ||
| If the quote is accepted after the quote start date, do we need to update or requote the start date? | If a quote is expired, you must duplicate it with a new start date, this brings in updated calculations and allows acceptance. | |
| If we change the quote start date, does the system automatically update the quote end date to one year later? | Yes, the quote end date defaults to 12 months from the new start date. | |
| Once the quote is accepted and a year has passed, do we need to requote at the annual review, or will the care plan from the quote continue? | While the care plan generated from the original quote will remain in effect until it is updated, best practice would be to generate a new quote at the annual review. CareVision is moving towards enforcing this workflow, with upcoming features that may restrict modifications to care plans unless they are generated through the quote process. This is to ensure that all changes are properly documented and approved, and that care plans remain aligned with current funding and client needs. | |
| Funding Source Selection & Types | ||
| Why are we seeing other funding sources when we have selected quote type SAH? | The quote type only determines the agreement format, not which funding sources are displayed. | Introduction to the Advanced Funding Source Template |
| Why is the default funding tick box greyed out, when we would want that field to be ticked? | The default funding tick box is greyed out to enforce system, template, or organizational rules, prevent conflicts, or due to user permissions. This is by design to maintain data integrity and compliance. What To Do: Check if the client already has a default funding source. Review the funding source template and organizational policies. Confirm your user permissions with your system administrator. If you believe the box should be editable, escalate to your system admin or CareVision support for further investigation. | |
| Quote Type options: SAH, HCP, and AT-HM can you clarify their use? | Assistive tech and home mods are entered under the SAH quote type, using separate funding sources for each. No separate quote type for AT or HM. | Introduction to the Advanced Funding Source Template |
| Interim Funding & Contributions | ||
| Would you add MMM, if applicable, when setting up a quote? | Yes, you should add the MMM supplement, if applicable, when setting up a quote for a client in CareVision under Support at Home (SAH) or similar funding programs. CareVision supports adding multiple funding items, including core subsidy, supplements (such as MMM, oxygen, dementia), and one-off items (like AT or HM), to a single funding source in the quote. Each supplement should be added at the time of quoting to ensure compliance and correct funding calculations. | |
| Does anyone have an estimate from the department on when we will be advised of clients' mandatory contribution amounts? | There is no documented estimate from the department on when you will be advised of clients’ mandatory contribution amounts. Providers should be prepared for possible delays and plan to update client records once the official figures are received. | |
| Billing & Contacts | ||
| Can the billing contact be added later, since we may not know this at the time of the first quote? | Yes, you can save a draft and add or update the billing contact later. This can also be added from the Funding Source directly after quote acceptance. | |
| Department Transfers & Funding Changes | ||
| If a client is currently in the HCP department, should they be moved to SAH from 1st November? | Yes, especially if Departments are linked to Funding Sources to ensure clients have access to SAH Funding, Services and Rates. | |
| Assistive Tech & Home Modifications | ||
| Do assistive tech and home modifications need to be done as separate quotes to track separate budgets, or does CareVision split them from one quote? | No, add separate funding sources for each within the same quote, the system allows tracking by funding source. | |
| For AT-HM, will the invoice problem be resolved since we charge by quarter as an estimate and add actuals when the invoice arrives? | AT-HM funding is managed as a separate, dedicated funding source with its own allocation and rules. When setting up the funding source in CareVision, you typically set the renewal period/frequency to "once-off" unless there is a rare ongoing, recurring allocation. Charging and Invoicing: When the actual invoice for an AT-HM item arrives (Example: after equipment is delivered or a home modification is completed), you add the actual cost as a manual line item. The system allows you to reconcile the estimated amount with the actuals, ensuring that only the true cost is charged to the client and claimed from the funding source. | |
| Negative Quotes & Overspend | ||
| What if we want to send the quote to the consumer as a negative because they are paying the difference? | You should not send a negative quote. Instead, set up a private funding source or fee-for-service arrangement within the same quote to cover the amount the consumer will pay. | |
| What if a client wants to pay the overspend? | Add a private funding source or fee-for-service line to the quote for the overspend amount. This separates government-funded and client-funded services, ensuring accurate billing and compliance with funding rules. | |
Client Day to Day
| Client Day to Day | ||
| Question | Answer | Resources |
| Client Funding & Transitions | ||
| What happens if a transitional HCP client moves to an upper level? | If a client moves from HCP level 1 to a higher classification (example: level 4, 3 standard support at home), they will move to a new classification. This changes some details, but the main principles remain the same. Dates and funding sources need to be updated accordingly, and the new funding source should be set as the default. Funding amounts and add-ons must also be checked. | |
| If a transitional HCP client goes up a level, will they move to a SAH funding type, not the next transitional level, and will this affect the quoting in your example at all? | The transition process is designed so that all existing HCP clients are migrated to the SAH funding model as of November 1, 2025. If a client’s needs change and they are reassessed to a higher level, they should be assigned the corresponding SAH funding source for that new level, not a transitional HCP funding source. | |
| If a client’s needs change and they use more than the allocated percentage, will they then need to co-contribute to the package? | Co-contributions are set per service category and are calculated on actual services delivered. If a client uses more than their allocated budget in a category, they will need to co-contribute only if a rate is set for that category. Providers must ensure clients are aware of their co-contribution obligations and cannot charge above the agreed rate unless a separate private arrangement is made. | |
| Does this mean that the client will be paying for coordination time on top of the 10%, or are these billable logs a part of the 10%? | Billable time logs are deducted from the pooled care management funding, not directly from the client’s individual budget, provided the correct service and funding source are selected. | |
| Care Domains, Assessments & Planning | ||
| What needs to be done after a client signs up or upgrades their package? | A number of assessments and planning activities must be completed, covering areas like communication, well-being, medication, and more. These are managed through care domains, where you can create goals, conditions, or assessments. Templates and frameworks help standardize documentation and link care domains to services provided. | How to Create Client Goals, Treatment Plans, and Assessments |
| How should care domains and assessments be structured? | Use structured titles and summary action plan descriptions for consistency. Templates and frameworks guide coordinators in completing assessments. Each care domain can have its own review period and responsible person, which can be a staff member, client, or family member. The frequency of review can be customized based on client needs. | How to Create Client Goals, Treatment Plans, and Assessments |
| For clinical purposes, can you set a goal, do an assessment, and then make a treatment plan, and can these be linked together and then linked to a service? | You can and should set a clinical goal, conduct an assessment, develop a treatment plan, and link these together, including linking the treatment plan to the relevant service. This integrated workflow supports best practice care, compliance, and effective service delivery within the SAH environment. | How to Create Client Goals, Treatment Plans, and Assessments |
| Are the care domains set up as templates? | Yes, under Settings > Care Domains is where you set your Care Domains. See the KB article for detailed instructions. | How to Create Client Goals, Treatment Plans, and Assessments |
| Internal Notes & Notifications | ||
| How do internal notes work in care domains? | Internal notes can be kept private for the coordinating team and are not visible to field staff or included in the client’s printed support plan. They are useful for sensitive information, such as challenging behaviors. | |
| How are trackables and notifications managed? | Trackables (example: weight, activity frequency) can be added to assessments. Notification triggers can be set so care managers are alerted if, for example, a client’s weight trends in the wrong direction. Progress can be monitored and reported on charts. | |
| When does the system know to give a notification with trackables? What are the parameters? | There are notifications when the next review of Goals, Condition, and Treatment Plan is due, or if the client goal's last two consecutive readings are out of target range. Notifications are available for App Notification, Email, or Newsfeed channels. | |
Scheduling and Rostering Best Practice
| Scheduling and Rostering Best Practice | ||
| Question | Answer | Resources |
| If we make a change to a future booking, how soon will we see that change reflected in the Budget? | Changes to future bookings are generally reflected in the budget immediately after the change is saved. | |
| Can we add a star to a booking of choice, for example, if a client needs a specific time on a particular day but it’s a recurring booking? | You can add a note or comment to a specific booking to indicate its importance or special requirements (Example: “Client must be seen at 10am on this date”). These notes are visible to staff reviewing the booking and can be referenced in the service review board or booking details. | |
| How do you manage subcontracted care services in terms of scheduling services? | Subcontracted care services are managed by assigning bookings to contractor profiles, scheduling services as usual, and using the contractor module (if enabled) for job notifications and acceptance. The service review board is used for post-service approval, and all activities are tracked for compliance and reporting. | Contractor Add-On Module |
| Just to confirm, will the 'funding has exceeded' warning prevent the visit from being published? Can this be overridden? | The 'funding has exceeded' warning does not prevent the visit from being published; it is a warning only and can be overridden. | |
| Can we update billing on the scheduling board? | Billing updates (such as changing billing categories or funding sources) are typically performed in the booking details, care plan, or quote modules. To access the booking details on scheduling, click on the i icon and select Billing and Payroll. | |
| Can we have recurring breaks? | When creating or editing a roster, you can manually schedule breaks by leaving gaps between bookings or by creating a separate “break” booking or placeholder. However, this is a manual process and not an automated recurring feature. | |
| Is it possible to streamline templates to be site specific? | When setting up a template, you can assign it to a specific outlet ID, department, or region. | |
| If the toggle is switched on, can users publish the booking at all? | If the toggle is switched on, users are prevented from publishing the booking; the toggle acts as a restriction. | |
| Can we set a limit on the time that a service can be moved? For example, if a service is at 9am, can it be moved only 15 minutes before or after? If moving further into the future, can it flag a warning? | CareVision supports setting tolerances for service time changes, but it does not currently have a built-in feature to strictly limit the rescheduling of a service to a specific window (such as only allowing a move within 15 minutes before or after the original time). However, it does provide mechanisms to flag or warn when bookings fall outside of set tolerances. | |
| Can different services have different color? | We currently have different colours on the mobile app for Adhoc-bookings, billable services, shifts. | |
| Is it possible to see total hours for a carer on the scheduling board? | Yes, it is possible to see the total hours for a carer on the scheduling board in CareVision. This is achieved using the Validate button on the scheduling board. When you click the Validate button, the system calculates the total hours scheduled for each staff member (carer) within the selected pay period. The total hours are then displayed to the right of the clock icon under the staff member’s name on the scheduling board. | How the Validate Button Works on the Scheduling Page |
| Can we have different color for paid and unpaid breaks, as well as for admin or meeting times? | CareVision does not currently allow different colors for paid/unpaid breaks or admin/meeting times on the scheduling board or mobile app. We will discuss this with our product team. | |
Service Delivery Mobile App
| Service Delivery Mobile App | ||
| Question | Answer | Resources |
| Does that edit the case note and create a tracking of changes? | Yes, you can edit case notes, and there is version control for case notes. | |
| The calendar time log toggle is not showing and the data for our timesheets is not showing, can this be resolved? | If you log in as a coordinator admin, you should see the toggle. Some security roles may not have permission yet. A review of security roles will be done, especially for custom setups. | |
| Can you reinstate a booking on a client's calendar that has been cancelled on the mobile app? I can't seem to find this option. | Reinstating a cancelled booking is available via the Management Portal. | |
| Can you attach a photograph to a case note via the mobile app for incident reporting? | Yes, you can attach a photo or any file to a case note via the mobile app. You can also attach files through the service section for incident or risk reporting. | How to Log Time for Aged Care Coordinators on the Mobile App |
| Can support staff also choose billable, or is this only for coordinators? | Only Aged Care Coordinator admin users can create billable notes. Support staff (Field Care Professionals) can choose "billable" for their own case notes, but cannot approve them. Coordinator (admins) have broader permissions and can manage billable notes for themselves and others, including approval. | |
| Can you please explain why, under case note, a service needs to be chosen and the duration of service is required? | For a case note to be billable, a service must be attached. The duration is used as the basis for time billing. | Support at Home Care Management & Billable Case Notes |
| Will quotes also be shown on the client's mobile app version? | Quotes are available for coordinators in the client's profile. There are plans to enhance this. | |
| We are unable to change the duration on visits and unable to adjust breaks, can this be fixed? | You can change the time of the booking, but not the duration on visits or adjust breaks. | |
| What security roles can update the timesheets? | The security roles that can update timesheets in CareVision under the Support At Home program are primarily Coordinator (Admin) users. These users have permissions to add and modify time logs for staff, set target weekly log hours and billable hours, and manage the Employee Time Tracking Dashboard. Field staff (with the "Field Care Professional (Staff)" role) can view and track their own timesheet and booking hours in the mobile app, but cannot update timesheets for others. | |
Coordinating from the Mobile App & Care Management Time Tracking
| Coordinating from the Mobile App & Care Management Time Tracking | ||
| Question | Answer | Resources |
| When we log a billable case note, does it automatically create an ad hoc booking, and if so, does this then need to be approved in the Service Review Board? | When you log a billable case note, an ad hoc booking is automatically created. This booking then appears in the Service Review Board, where it must be reviewed and approved before it is included in billing, payroll, or claims. | |
| If we use an external payroll system, do we still need to set up the coordinators for a timesheet to be able to get the functionality? | Even if payroll is processed externally, you must set up coordinators (and any staff whose time needs to be tracked) for timesheet functionality in CareVision. This setup is necessary for accurate time tracking, compliance, and to ensure all required data is available for export to your external payroll system. | Set Up Staff Pay Details |
| Regarding Care Management pooling, will CareVision be able to calculate the rollover between quarters and the end of year one? | Yes, CareVision will be able to calculate the rollover of the pooled Care Management fund between quarters and at the end of year one under the Support At Home program. | |
| Are the Care Management bookings part of the export, or are we going to have a new export for that? | Care Management bookings will be included as part of the standard export for billing and claiming, there is not a separate or new export specifically for Care Management bookings. Care Management bookings (including those generated from billable case notes and time logs) are integrated into the main export process. This means when you run your standard export for claims or billing, Care Management bookings will be included alongside other service bookings, as long as they are marked as billable and use the appropriate billing category for care management. | |
| When can we see the CM tracking action board in Sandbox? | You should see the CM tracking action board and related dashboards available for testing and familiarization in Sandbox from the week of 20 October 2025. All core capabilities are scheduled to be available on production shortly after this Sandbox release. | FAQ: How to Access CareVision Sandbox Environment |
| Will the ad hoc booking from a billable case note need approving on Service Review, or will it auto approve? | As time logs generate ad hoc bookings, the billing and claiming process for these bookings follows the standard procedure. It will show up on Service Review. You can review and modify an ad hoc booking for a time log if needed, using the standard functionality. | |
| Who can configure Service Settings, Case Note Types, create billable notes, and update target hours? | Only organization system admins and approved personnel can configure Service Settings and Case Note Types. Only Aged Care Coordinator admin users can create billable notes or update target hours. Staff users cannot update their own target hours. | Support at Home Care Management & Billable Case Notes |
Client Re-Quoting Workflow for Upgrading and Funding Change
| Client Re-Quoting Workflow for Upgrading and Funding Change | ||
| Question | Answer | Resources |
| Quoting and Service Management | ||
| Do we need to create a new quote for ad hoc services, such as transport to a GP appointment? | If transport or other ad hoc services are already included in the client’s care plan or quote, you do not need a new quote for each instance. If they are not included, you should create a new quote or amend the existing one before delivering the service to ensure compliance and proper funding allocation. | |
| Can we leave the quote as open, or do we need to select Accepted? When accepted, do old services need to be ended to avoid duplication? | You need to accept the quote for the changes to flow over to the client’s profile and care plan. Existing services will not be duplicated when you accept the quote; the update will replace the relevant details in the client’s plan. | |
| Can you delete a day from a copied schedule, or do you have to delete the whole service when removing a day in draft or open status? | It depends on how you have set up the frequencies for a recurring service. For example, if you have a Monday, Wednesday, Friday service and want to delete Wednesday, you can do so. You do not have to delete the whole service to remove a single day while in draft or open status. | |
| Do we need to requote every single client? We did quoting with new SAH pricing recently and plan to only add the SAH-HCP Transition funding source as the default. | No, you do not need to requote every client if you have already quoted with the new SAH pricing. You should add the SAH-HCP Transition funding source as default and review client funding details as needed. Ensure all care plans and bookings are linked to the correct funding source. Update special circumstances as required. | |
| When we need to add AT-HM, do we need to create a completely new quote including all original services, or only quote for that AT-HM? | If you need to add AT-HM for a client, update the existing quote by adding the relevant AT or HM funding source and manual line item, rather than re-quoting all original services. | |
| Configuration and System Setup | ||
| Can the order of the allocation categories breakdown match the order of the allocation categories summary in the quote, such as Care Management, then Clinical, then IND, then Everyday? | CareVision allows some customization of the order in which allocation categories are displayed, but this will be raised as an improvement request for the team. | |
| Is the Funding Switch (Basic/Advanced) available in all environments? | This is available on Sandbox. | |
| When will the Funding Source Advanced option be available in Production? | The target release is the week of the 13th. | |
| Should all SAH Funding Sources be set to Advanced Funding Source? | All SAH Funding Sources should be set to Advanced Mode to ensure compliance, accurate reporting, and access to all required Support At Home features. Basic Mode is not recommended for SAH. | Introduction to the Advanced Funding Source Template |
| For the setup of these new functionalities, is this part of config uploads into CareVision, or are these steps required of the project teams or system admins? | The setup of new Support At Home functionalities is not solely a matter of configuration uploads. While CareVision provides tools for bulk updates, many steps require active involvement from project teams and system administrators. | Introduction to the Advanced Funding Source Template |
| Should we set this all up in Sandbox and then replicate it in Production? | Yes, it is standard practice to set up and test your configuration in the CareVision Sandbox environment before implementing in Production. There is no sync from Sandbox to Production. You must implement your final configuration in Production. | |
| Funding, Exports, and Integration | ||
| Will the client contribution be available to export in a different export file? | Each client’s funding source record will include a separate debtor reference for co-contributions, ensuring that co-contribution invoices are tracked and exported independently from government-funded invoices. | |
| How many exports will be available? One for bookings and one for Care Management? | Care Management bookings are integrated into the standard export process. When you run your regular export for claims or billing, Care Management bookings will be included alongside other service bookings if marked as billable and use the appropriate billing category. | |
| Policy and Program Changes | ||
| For grandfathered clients under the no worse off principle, will Viability Supplements for MMM4 and MMM5 still be received? | Any transitioning client who had an additional supplement will continue to have that supplement in the transitioned funding source. This means that, for grandfathered clients under the no worse off principle, Viability Supplements for MMM4 and MMM5 will still be received if they were previously eligible and receiving them. | |
| What does HCP Transitional refer to? | HCP (Home Care Package) transitional funding refers to support for providers and participants moving from the current Home Care Packages program to the new Support at Home program. Fees and funding sources should be created for this transition. | Public Facing Config workbook |
Tracking the Client Budget
| Tracking the Client Budget | |
| Question | Answer |
| Why is it important to track a client’s budget within the quarter under Support at Home? | To avoid overspending (which could result in the organization bearing unexpected costs) and to ensure clients utilize their funds, as unused funds may be lost at the end of the period. It also supports organizational planning and compliance requirements. |
| What is required for compliance regarding client budgets? | Organizations must send a budget and quote to clients at the start of every quarter and manage services to that budget or quote. Systems must be in place to ensure clients stay within budget and avoid unexpected overspend. |
| What happens once a client accepts a budget or quote? | All information from the budget and quote flows through to the client’s funding profile, including a new graphic showing expected fund utilization over the quarter. |
| What systematic options are available if a client runs out of funds? | Several rules can be set: 1) Notification and cancellation of bookings after a 7-day grace period; 2) Immediate cancellation of all future bookings; 3) No cancellation of existing bookings but prevention of new bookings; 4) No cancellation, but notify that further bookings will be charged to the client (requires a private services agreement); 5) Do nothing but send a warning notification. |
| How does the system forecast when a client will run out of funds? | The system monitors budgets and can forecast the exact date funds will be exhausted, displaying this on dashboards and providing grace periods or immediate actions based on the selected rule. |
| Can these funding rules be changed? | Yes, rules can be modified at the client funding source level for flexibility, but they default back to the standard rule each quarter. |
| How are planned, committed, and spent funds tracked? | Planned: services not yet published; Committed: bookings published/allocated; Spent: services already claimed. The system recalculates values whenever bookings are modified. |
| What happens if billing category rates are changed? | New rates apply to bookings from the effective date forward, but previously calculated bookings are only updated when modified or processed (e.g., during invoicing). A migration tool exists for changing billing categories, not for updating rates. |
| What is the Funding Management dashboard? | A dashboard for monitoring client funding by quarter, showing total budget, allocation breakdowns, available funds, spending (claimed, committed, planned), expected balance, rollover amounts, and funds lost if not spent. Data can be exported to Excel. |
| How are rollover amounts determined? | 10% of the subsidy or $1,000 (whichever is greater) can be rolled over if funds remain, but not for all funding types (Example: assistive tech). |
| How are third-party expenses handled? | They can be added as recurring or ad hoc bookings. Recurring items use estimated amounts until invoices are received and confirmed. |
| What happens to unspent funds at the end of the quarter? | Unspent funds are not returned to the client or organization. They are returned to the government and may be used to fund new packages for other clients. |
The Billing and Claiming Workflow
| The Billing and Claiming Workflow | |
| Question | Answer |
| What is the recommended frequency by CareVision to run the claim? | The government allows more frequent than monthly claims, but the recommendation is to start with monthly due to system and approval limitations. You can't process a claim in the first few weeks of November. Over time, fortnightly may be achievable, but you can't submit a new claim while one is processing. For private clients, you can process as frequently as you want. For the initial months, stick to monthly, then reassess. |
| Can we request for the co-contribution export file format to be in line with the TECH1 invoice import format? | When you do your claim, you can select both the claim file and your invoice format. A TECH1 invoice file format exists, but your organization may need to be integrated with TECH1. The co-contribution and funded invoice files will have debtor references based on the funding source. This is managed via two separate fields for funded and co-contribution references |
| When the co-contribution file exports from CareVision, does the TECH1 debtor ID come against the invoice line? Can we test this in Sandbox? | Yes, both the co-contribution and funded invoice files will have a debtor reference included, based on the funding source. Testing is available in Sandbox, and new functionality will be released for further testing. Data references are also listed in basic funding, but splitting by co-contributions is only possible in advanced funding sources |
| Can an approved booking be changed after it is approved? | Yes, an approved booking can be changed after approval. The system will flag it as an alert if modified. The alert status helps manage automatic adjustment handling, so changes are tracked and processed accordingly |
| Does it only recalculate when approved or is it recalculated when the booking is saved? | The system recalculates the expected values every time a booking is modified, saved, or re-approved. Each modification creates a new version and recalculates the value. |
| How does exclusive work or the adjustments to date, if I put today's date? | The adjustment to date always excludes things on that day. For example, if set to 3 p.m. today, it includes everything before 3 p.m., but not items starting at 3 p.m. or later. For the first claim in November, guidance will be provided, but likely all adjustments will be ignored for that initial claim. |
| For housekeeping, does the old client profile data reference need to be removed now? | There is no technical need to remove the old client profile data reference. It may be helpful to keep it for historical reasons, especially if you need to generate claims for past periods. The organization reference field is not used on invoice outputs going forward, but you may keep it for business reasons. |
| Will a data sanitation report be produced to help us know what to go back and change? | Not currently, but this feedback has been provided to the product team. It is planned to be addressed before the end of the first quarter. Export of review screens in Excel is also being considered. |
| Will the code prefix say SAH instead of HCP? | The prefix will match your data reference, so yes, it will say SAH if that's what is set on your funding source. |
Service Review Workflows To Prep Billing & Claiming
| Service Review Workflows To Prep Billing & Claiming | |
| Question | Answer |
| Why do we need to wait for the payment summary from the department before doing Co contribution invoices? | There is no way to know the exact Co contribution a client needs to pay until the payment summary is received, as factors like lifetime cap or hardship may affect the amount. |
| Is it recommended to provide a quote to every client as part of the transition to Support at Home? | Yes, it is recommended to provide a forward-dated quote for every client, reflecting new service pricing and expected Co contribution amounts, to ensure clients’ services fit within their budget under new arrangements. |
| What happens if a client goes over budget under the new rates and services? | If a client is going to go over budget based on new rates and services, you need to address this with the client beforehand. Otherwise, your organisation will bear the cost and you can't recover those extra service costs from the client. If there’s no pre-existing private service agreement and the client goes over budget, the department sees it as your responsibility for not managing the budget, and you can't force those costs onto the consumer. |
| Can you change the quote start date for clients? | Yes, you can change the start date in the quote header, and the period will adjust accordingly. |
| Can CareVision help with the first claim process? | Yes, CareVision can provide support and assistance with the first claim process. An email will be sent out with options for extra support that clients can opt into. |
| What is the purpose of the service review board in CareVision? | The service review board allows organisations to review all bookings for a period, check for missed services, ensure bookings are ready for billing and claiming, and address any warnings or discrepancies before processing claims. |
| What should you do if a booking is missing a billing category or funding source? | You should correct the booking and also update the client’s quote and care plan to ensure future bookings are set up correctly, preventing recurring issues. |
| How does the system handle adjustments and warnings during the billing and claiming process? | The system provides warnings for issues like missing billing categories or funding sources. There is also an adjustments review board to approve modified bookings, ensuring all changes are reflected in claims. |
| What configuration settings can help prevent service review warnings? | Settings such as restricting services and billing categories to those allowed by the funding template, validating income and cost codes, and linking funding sources to regions or departments can help prevent invalid bookings and reduce warnings. |
| Can you bulk approve items on the service review board? | Yes, you can use the bulk approve feature to multi-select and approve multiple bookings after addressing warnings. |
| For transitional clients with surplus funding, can purchases be made against core funding? | For transitional clients, you can generally purchase items against their core funding if within the rules, but for Support at Home clients, there are more restrictions and funds must be used according to their classification. |
| What is the recommended process for quoting and billing under Support at Home? | The new process is to complete service review, generate the claim and invoice files together, reconcile with the payment summary, and then upload to the finance system and produce statements. |
CareVision is dedicated to assisting you throughout your transition to Support at Home. Have questions about Support at Home? Submit a ticket here.
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