Introduction
This page will be the one-stop shop for all user instructions for MyForce and other My Supports systems including Employment Hero. You will be able to find user manuals, “standard operating procedures” and more here.
At the time of writing you can find Employment Hero instructions below. MyForce materials will be added soon.
For errors, missing materials or suggestions, please contact systems@mysupports.com.au.
Support Coordination Manual and Training
This section includes a “cut down” version of the MyForce manual and updated training material for Support Coordinators. It has been created specifically for our new team transferring to My Supports from Aruma - welcome!!
Here you can download and use training resources for MyForce created specifically for Support Coordination.
SC Video Training - Session 1 (General introduction, screen layout, search, dashboards, intro to Contact record “funding” screen)
SC Video Training - Session 2 (“Other” Contact, the Connections object, Account/organisation records and the Manage Documents tool)
SC Video Training - Session 3 (the Support Coordination tab, Notes and Support Coordination claims using the SC Work Order tool)
You can also download the ppt slides used in the videos (although you don’t really need these):
Finally, if you need help with ANYTHING relating to Support Coordination training/use of MyForce:
Logging on/access to the system: contact the systems team (systems@mysupports.com.au)
How to do something (and you’ve looked at training and the manual above) - ask your Support Coordination team leader or coach, or a friendly NTL in your area. You can also contact the systems team who will get back to you when they can.
MyForce Manuals and Guidance Materials
This section contains links to all MyForce guidance materials, to assist you with navigation and use of the system.
We will continue to update and add to these for all things MyForce related!
We also have a short document MyForce Manual - New Stuff, which focuses on things that were developed AFTER the full-day training was held.
We’ve created a guide to solving this upload error.
NTL/Enabler Training Materials (downloads):
Training PowerPoint - Session 1 (Getting Started, Client Record, Client Funding and Opportunity Process)
Training PowerPoint - Session 2 (Staff Record, Rostering/Work Orders, TImesheets, Support Coordination)
Training PowerPoint - Session 3 (Compliance, Contractors & Other Contacts, Accounts/Suppliers and Data/Dashboards/Lists)
Training Tasks (if you want to try the tasks again without all the instructions, use this)
Videos: the below were recorded from the training session on Aug 25th and edited to remove the periods of time where attendees were completing exercises. You can watch them and pause when there’s an exercise to complete.
Video Introduction (8 mins)
Video Session 1 (1 hour 2 mins)
(NB there is an odd bit where there was a fire drill in Adelaide and Samantha is talking but Andrew couldn’t hear her!)Video Session 2 (1 hour 12 mins)
Video Session 3 (52 minutes)
Sleepover Tutorial (9 minutes)
Frequently Asked Questions (FAQs)
Get answers to the most-asked questions about MyForce (under development).
What is the MyForce website link (Host/URL)?
The MyForce URL is mysupportsorg.my.site.com
What are my MyForce login details?
Your username will be the full email address you received this communication on.
If you have not yet received a password reset link to the same email address, please contact the Systems Team as soon as possible.
What is my username?
Your username is the email you received the password reset on.
The reset password link isn’t working?
There is a known bug we are working to resolve that is affecting some people. If you cannot set or reset your password, please contact the Systems team so that we can assist!
What is the difference between the Mobile Phone App (Field Service) and the Website Browser Portal?
You can access very similar data from both the app and the portal, but there are two main differences:
• To complete a shift, you MUST use the app.
• To upload and view your documents you MUST use the portal.
I’ve logged on to the Support Worker Portal but my details and some other details are wrong/missing?
Our final data migration is scheduled for September 5th. Check back after this date. If there are issues then, let your Team Leader know.
How will I see my roster, and complete shifts after Go-Live? (20th September 2023)
You must have downloaded and successfully logged into the Field Service app prior to this date (ASAP). You will see your roster on the morning of September 20th (Wednesday). For instructions on how to do this, complete the Etrainu MyForce training course. (You will be paid for this training).
Will I still be paid on time?
Yes, if you follow the set deadlines as communicated through email, we will ensure you are paid on time. If you do not get your timesheets in on time, your pay may be delayed to early next week when we can run another pay run.
I don’t know where to access my E-trainu details?
Etrainu can be accessed using the following web address: https://mysupports.etrainu.com/
Your etrainu username is generally in the format of firstname.surname.
Use the password reset function if you do not remember your password.
Still having issues? Email training@mysupports.com.au or contact Michael Kazich, HR Administrator on 0409 686 970 to troubleshoot any issues.
The eTrainu training says the label for the app is "MyForce" or "MySupports", which is it?
This field is just a label – so you can use either option, or something of your choosing! We recommend the above for clarity.
I am concerned about my data and privacy by using another App:
There are two main components for data and privacy:
App requirementsThe identity URL service gives permission for the MyForce App to connect to My Supports database. It doesn’t collect any information from your browser or device.
The “user” data that the app requests is limited to your login credentials in Salesforce itself. It’s not accessing any other data from your device or browser.
The requests permissions for the app are for data from the MyForce system to the app and back only, no personal information on your phone can be accessed by the app.
Location requirements
Location is not mandatory; you can set location permissions according to your preference.
What do I do if I haven’t heard back from the Systems team?
The team are working through a significant volume of queries, but will be in touch.
Support Worker Leave Applications
A new Leave Application form has been released. This form can be used for all Support Worker Leave Applications including Public Holidays Not Worked, leave variation requests and cancellations.
The form can be found here:
Support Worker Leave Application Form
The form is automated and will send your leave request to your selected NTL and any additional NTLs you work with.
You will be advised by email once your application has been approved or declined. You will also receive a confirmation the application has been received.
MyForce Updates and Comms
Tuesday, 27 February 2024 / Go-Live Update #20
Hi all,
Please find attached the latest updates for MyForce. We’re entering the “final push” towards automatic invoicing and staff payments, which means more reliable and transparent (and real-time) data for you.
Much of the attachment is for your information. One key change is that from now on, the WOLI Actual Times Total must match the Work Order Actual Duration before you will be able to approve a Work Order. There are also now email notifications relating to Cases.
For those who have a lot of group shifts (multiple clients and/or multiple staff), you will also notice that the way we calculate the correct invoice amount is changing; for example, we used to halve the “rate” if there were two clients, but in future we are creating an “invoice quantity” which will be two hours for a four-hour shift. Your WOLI price will be incorrect for a couple of days while we re-work the data in existing WOLIs, but this will be corrected this week well ahead of our next invoice run next week.
Friday, 15 December 2023 / Go-Live Update #19
Hi all,
This is possibly the last MyForce Update for 2023, although we should also have a pre-Christmas Bulletin for you next week.
Some big news today!
(1) Multi-client journal note entry in the Mobile App should now be fixed – we think 😊!!
The service appointment check-out flow in the field service app has been updated to allow journals for shifts with multiple clients.
When completing a group shift, the check-out flow will now ask you/the Support Worker to complete a journal for each client attached to the shift.
(2) The ILO Claim Tool is now Live!!
This works just like the Create SC (Support Coordination) Work Order tool. Please go ahead and enter your ILO claims since go-live – especially for E&D, but also for Design and Adjustment.
To enter claims for ILO Design and Adjustment OR ILO Exploration and Design.
Go to the relevant ILO Client and open the current ILO Service Agreement.
The “ILO Track” Service Agreement if you’re entering hours for Design and Monitoring OR
The “ILO E&D” Service Agreement for Exploration and Design.
The “Create ILO WO” button should appear at the top right of the screen (if it doesn’t, contact Systems!).
Click the Create ILO WO button to see the Create ILO Work Order box below, and complete this like you do for Create SC Work Orders.
If you are back-claiming (yes please!) REMEMBER TO ENTER THE DATE OF THE CLAIM, NOT TODAY’S DATE!!
If you have already back-claimed for E&D (by sending details to the Funding Team) do not enter these claims again.
One minor item to note is that ILO WOs may appear in the SAM tool for now; we will exclude these soon.
(3) Other Updates For Information
The “Total Rostered” calculation in Service Agreements/Agreement Items should now be working properly.
This means your forward budget (Total Remaining etc) calculations should now be mostly working – BUT NOTE we still have historic data to fix up so not everything may be perfect just yet.
If you’re doing a Variation please contact the Funding team to get an accurate picture of where we’re at.
The “Filled by NTL during paid hours” tickbox is now showing in the Service Appointment screen. This means that if you have a Work Order (shift) that includes one “filled by NTL” AND one ordinary support worker, you can tick or untick this box as required for each Service Appointment.
(4) Issue – Accessing Documents
As some of you may have noticed, the Manage Documents section is allowing some files to be previewed and others with no option to (magnifying glass in red).
As an interim fix whilst we work to resolve, please follow these steps to access document/s:
Using the reference picture above, select the icon in green (if you hover over, it will state Upload history/All docs)
On the following page with all document information, navigate to the right side under Files > FILE NAME, click the file/link as seen below. If you see more than one in this section, please select the one with most recent date:
Wednesday, 29 November 2023 / Go-Live Update #18
Hi everyone,
I hope timesheet approvals went OK today/this week.
Timesheet Approvals, Service Appointments and Work Orders
We have a big batch of improvements to go live tonight, which is going to make this process much smoother for us in the future (especially for payroll and for invoicing). It should also make life easier for NTLs, although there are a couple of new things you’ll need to get used to – for example, the system won’t let you “Complete” a Service Appointment that doesn’t have Actual Start and Actual End entered.
These changes are described in the attachment. PAGE 1 summarises what is – and isn’t – changing; the remainder of the document has the detail. Read PAGE 1 AT LEAST!!!
For those asking: yes, “For Review” shifts will now be marked every night so you can resolve these over the full fortnight not just on approval day.
We will conduct an updated 1-hour “training” session (a couple of timeslots) in coming days – watch out for invites from me, and accept one/decline the other as usual (or if you’re super confident, decline both! 😊).
MyForce Manual - Timesheet Approval v3
Other Updates
Also going live TONIGHT (aka you can’t see these changes yet):
Client names for multi-Client shifts will now appear in the Mobile App – from the Scheduling screen (front page).
When you create a Support Coordination note from EITHER place (SC Work Order scree, OR the general Notes screen), it will then appear on the Support Coordination tab.
A Case will link to the Staff Contact record when there is an “Employee Involved” – like it already does for Client Contacts.
We’re improving the km fields in the Mobile App – there will now only be two choices (one for “with client” ie ABT/02, and one for “without client” ie Provider Travel non-labour)
We are correcting the “Total Rostered” funding calculation so it will correctly include or exclude future Work Orders that fall in the current plan or outside it.
Onwards and Upwards!
Thursday, 23 November 2023 / Go-Live Update #17
This update is just to do with the Approval processes for timesheets.
Some of you are (fairly!) frustrated with the process where you try to keep up with “For Approval” timesheets, only to suddenly see a new batch “For Approval – Rev” on or after the last day in the fortnight. We agree.
This is WHY this happens:
When a Service Appointment is “Completed” (by the Support Worker, or by you) it is EITHER marked as “Approved – Auto” (if no major variation) or “For Approval” (if there is a variation or something needs fixing). This happens in real-time now – so you can deal with these over the whole fortnight.
If a Service Appointment is NOT “Completed” (it might be Dispatched, or someone checked in but didn’t check out so it’s In Progress) – it does not get marked “For Approval”.
At the moment, we have to run a report and then manually update the system to say “For Approval – Rev”.
NB “For Approval – Rev” means that you need to look really closely at this Service Appointment because it wasn’t Completed!
This is WHAT WE’RE DOING TO IMPROVE IT:
We just ran a batch from the last week to mark any incomplete shifts – with an end date that is past – as “For Approval – Rev”. You can work through these over the next week if you like.
You may have a few to approve, or none – it depends if all your shifts are getting completed or not.
We’ll do this again in a few days, then again at the end of the fortnight.
NEXT fortnight, we’re adding a nighty process to update any past date Service Appointments that are incomplete so you can Approve or Cancel them every day.
We have quite a few improvements coming for the timesheet approval process . . . more about this next week (and another video training refresher too!).
Monday, 20 November 2023 / Go-Live Update #16
Hi All,
Here are some of the latest updates in MyForce (and some in the pipe). One important (and useful) change is that you can now remove Service Resources in SAM. Also SW absences should now appear in the Field Service view. Of course, ALL the updates are important! 😉
Rostering/Using the Work Order Management (WOM) Tool & Service Appointment Management (SAM)
Service Appointments created in WOM now default to “Dispatched” when you create them (as long as you have assigned Support Worker/s).
o Service Appointments without Support Worker/s will have a Status of “None”.
o You can now remove a Service Resource (Support Worker) from a Service Appointment in SAM. If you do, the Service Appointment Status will revert back to “None”.
o Use SAM to allocate a Service Resource (Support Worker) to a Service Appointment when Status = None.
Skip Public Holidays is now “ticked” by default (you can untick it if you don’t want this to apply).
We’ve updated the name of the field that was “Required Service Resources” – now called “Required Support Workers”. We can’t change this name everywhere but will do what we can!
Timesheet Approval Processes
We’re continuing to improve and streamline the timesheet approval processes.
Over the past fortnight shifts that were “Completed” by Support Workers were (in real-time) either marked as “Approved – Auto” or “For Approval”, however, shifts that didn’t get completed (eg check-out didn’t happen) were marked as “For Approval – Rev” at the end of the fortnight.
o We’re working on making all shifts auto-approved or “For Approval” as time passes over the fortnight.
We’ll continue to improve auto-approval rules (so more shifts are auto-approved).
Note: “Actual Duration” is now in hours, not minutes.
Mobile App and “Field Service” Calendar View
Support Worker Absences should now be showing in the Field Service calendar (GANTT) view.
We think we’ve fixed the errors that were causing shifts to auto-complete (incorrectly) in the Mobile App (this should not happen any more).
There is an issue that can stop the Mobile App from synching to the MyForce database (ie shifts or journal notes completed by a Support Worker won’t show for you).
o This is caused by an “Upload Error” in the App – once it occurs, no future shifts/details will upload.
o See the attachment for how to fix it. If you have an affected Support Worker, share this with them?
o We’ll include this in our upcoming Newsletter for Support Workers.
Funding Totals
As presented at Leadership, we’ve updated how your budgets and amounts remaining show in “Agreement Items” (see the Service Agreement view).
“Total Budget” should now be correct for almost all current plans (excluding a handful – mostly ILOs)
The calculations for Total Invoiced, Total Rostered and Total Remaining are all in place BUT:
o Total Invoiced may not yet be 100% up to date with invoicing from recent weeks
o Total Rostered is not perfect yet – eg may “count” shifts after the end of the plan period
Final improvements to funding fields are coming soon, and then we’ll do more on dashboards and reporting from this data.
Support Coordination (SC Work Orders)
Support Coordination Work Orders are now marked as “Completed” and “Auto-Approved” when you save them.
Some bugs in the SC Work Order tool are fixed:
o The correct SC codes/options should now display for you to choose from (based on the items available in the Service Agreement)
o Quantities are calculating correctly (but make sure you enter the quantity correctly, especially if entering an SC Work Order with Start and End Times hours apart!)
SC Work Orders are now filtered out of SAM.
Coming Soon
The fix for multi-participant journal notes (nearly ready/in testing)
ILO Claiming – like SC Work Orders, but for ILO claims
The updated Manual incorporating all the improvements in recent weeks.
With regards
Andrew and the team.
Tuesday, 31 October 2023 / Go-Live Update #15
Hi All,
Today we’re launching a slight modification to the Timesheet Approval process.
The attached guide is an update to the Timesheet Approval manual issued a few weeks ago. The first page summarises what’s changed, and then the step-by-step process is on page 2.
At a high level, the process is the same EXCEPT when you go to the Work Order screen we want you to edit/approve each SERVICE APPOINTMENT on that screen.
This is like approving a timesheet in FlowLogic.
If there are two workers/two Service Appointments, edit and approve both.
One the Service Appointments are approved, the Work Order may be Approved – this might be “Approved – Auto” by the system (where we can) or you will need to “Approve – Manual” as before.
This might sound like an extra step for you in the short term, but as we tweak the system rules this will improve. We will be able to Approve – Auto most Work Orders (and in Group shifts, Child Work Orders too).
I will schedule a couple of short Teams sessions to demonstrate this to you too. These are OPTIONAL for those who want to see it live.
If you’ve already Manually Approved some work orders using the previous process – this is fine. No need to go back to those.
Tuesday, 24 October 2023 / Go-Live Update #14
Hi all,
Can you believe it’s been FIVE WEEKS today since we “switched off” FlowLogic?! Time flies!
Key Messages
We think the timesheet approval and payroll processing was much smoother overall last fortnight, thank you!
We have developed a MyForce Fixes Log so everyone can see the issues identified so far and the plan / progress made to fix, including an expected date to complete.
It’s accessible in the All Users folder under “21. My Force” on the shared drive, or via this link; MyForce Fixes Log.xlsx
For complex shifts (including with Sleepovers and multi-day “excursions” – contact P&C/Systems for help (more info later in this email). These are interim measures while we make these easier in WOM.
FYI: we have several important process improvements coming which will make timesheet approvals & correct pay/invoicing significantly easier.
We will be testing these this week and plan to roll out ahead of next week’s fortnight-end.
We will update the NTL manual with these improvements, and we may also add a one-hour training update early next week.
For the curious, improvements should include:
Linking the status of Work Orders and Service Appointments so have fewer status changes to make
When you review/approve Actual times (or kms) entered by a Support Worker, having these flow through to the Work Order and WOLIs better
Adding a “Deleted” status to Service Appointments and Work Orders, and when this is selected, making sure these shifts don’t appear in SAM and Calendars etc
Addressing a data issue which meant some Work Orders that we thought were For Approval didn’t show in your Report
Making the “For Approval” status a real-time status . . . which will mean you can approve timesheets all week/all fortnight long, not just in the last couple of days.
Improving the SC Work Order so when you enter a quantity this drives the invoice amount (even if your SC Work Order is over several hours or days).
We also have a fix for the multi-client Support Worker journal entry issue in the pipeline.
MyForce Documents
We have been receiving a few queries relating to finding/accessing documents . . .
NEW: You can now SEARCH on Documents using the main search bar – eg enter the Client name and Document Type you’re looking for.
REMINDER: You can also access documents via the Document Manager (button on the top right of a Contact record etc):
You can use the icons on the right of the document record to:
Notes: Staff documents are still not accessible through MyForce (we are making sure permissions correctly before linking). Also, ‘unsorted’ documents (on the home page of the client record) will not be visible on the manage documents record, they can be added manually to Manage Documents section if they’re still current.
Timesheet Approvals/Paying Support Workers
Some important things to note:
If your SW is having trouble with the app, please get them to raise this with the Systems. It is important for SWs to learn to complete the shifts themselves through the check-out flow to ensure they are entering shift notes for every shift.
All shifts must be entered into My Force for a SW to get paid. There are no “manual” timesheets anymore, so if a shift is not there, it doesn’t exist and we can’t pay the SW (or bill the client).
Make sure shifts are changed from SCHEDULED to DISPATCHED. A SW cannot see or complete a shift in Scheduled status and therefore they will not be paid for the shift.
We will be running an offcycle pay this week to correct missing pay or minor errors. Please support your teams where there are errors and coach them on using the system correctly to ensure these don’t reoccur next fortnight.
Rostering Sleepovers
This video demonstrates how to roster sleepover shifts: https://www.myintranet.com.au/s/Sleepover-Tutorial.mp4
In summary, sleepovers are rostered as separate periods of work for their active time and sleepover periods.
We do this using WOM in a “loop”, adding one line item at a time (watch the video to understand this!!).
For example, if the sleepover has active time at the start and end of the sleepover, these need to be separate work orders and service appointments:
Work Order 1: Active time 6pm-10pm – WOLI Item = night shift
Work Order 2: Sleepover 10pm-6am – WOLI Item = sleepover
Work Order 3: Active time 6am-9am – WOLI = night shift (because it continues from the overnight)
You must follow the method in the video to ensure provider travel is correctly added. If cancelling the first portion of the shift, ensure provider travel is re-added to the second Work order.
All Sleepovers need to be re-rostered in this way to ensure billing is correct and SWs are paid properly. P&C and the systems team can help with re-rostering shifts - please reach out to us if you need this assistance. NB This is an INTERIM process until we have an enhancement where we can do it all in one Work Order.
Rostering Multi-day Excursions
If you need to roster a “multi-day excursion”, please do not do this yourself. Contact the P&C team who will review the shifts to ensure Award compliance.
With the assistance of the Systems team we will then roster the shift in the system for you to ensure the shifts are correct for payment and billing is also set up correctly.
Tuesday, 17 October 2023 / Go-Live Update #13
Hi all,
Welcome to the second time through Timesheet Approvals.
The process is the same as two weeks ago. I’ve attached the timesheet approval “manual” for your review (two-and-a-bit pages, no changes since two weeks ago).
Timesheet Approvals: Key Points/Reminders
1. Start with your Timesheet Approval report and filter Approval Status by “For Approval”. Your “Status” filter should be “All”.
2. If the Service Appointment “actual” times are different from the Work Order Start and End Date/Times (and the Service Appointment times are right), PLEASE ADJUST THE WORK ORDER TIMES. We will be paying staff and invoicing clients from the WORK ORDER Start and End Time. Failure to correctly adjust Work Order times was the #1 issue last fortnight.
3. You must adjust WOLI “Actual” quantities to add up to the Work Order Duration (we invoice the client from the WOLI Actual Quantities). This includes for km that are reported in the Service Appointment.
We have marked as “For Approval” completed Service Appointments up to the middle of yesterday. Today we’ll update this with Service Appointments completed since, and we will also mark as For Approval Service Appointments that have not been “completed” by the worker; you will need to decide what to do with these. We’ll give you some more info about this when they’re ready to review.
FYI: Over ¾ of all Service Appointments assessed are marked as “Approved – Auto”. You CAN review these too if you wish (use your Approval Status filter).
For Information Only: Key Improvements We’re Working On
We are finalising updates to the Timesheet Approval process this week for next time.
These updates will simplify the process and reduce manual data adjustment for Work Orders and WOLIs to a good degree.
The updates will also better align “statuses” for Work Orders and Service Appointments etc (for those who are a bit frustrated with the different status values).
We are also close to resolving the multi-client journal-entry bug in the App – should have a solution in place next week.
We’re working on the “Service Agreement” and “Agreement Item” funding totals, total remaining etc – these calculations should all be working some time next week.
Work Orders/Service Appointments after the expiry of a funding plan/Service Agreement did not migrate from FlowLogic – we are working to update these too.
Thanks for all the Engagement Survey responses so far (over 80 in our first day, including 26 Team Leaders (about 40%) and 2/3 of all Enablers and Coaches. We’re at 10% for Support Workers and need to get to at least 50% for these – please follow them up in coming days.
This morning we said: We’ll mark as “For Approval” Service Appointments that have not been “completed” by the worker; you will need to decide what to do with these. We’ll give you some more info about this when they’re ready to review.
We have now created a NEW “For Approval” status: “For Approval – Rev”. This means REVIEW CAREFULLY.
This status is for Service Appointments with Status = Dispatched, Scheduled, In Progress, New or None.
Did the shift happen? Complete the Service Appointment (add actual end date and time, change to Status = Completed and proceed through Approval steps as normal).
Did it NOT happen? Mark the Service Appointment Status as My Supports Cancelled. You can also set the Work Order status the same (or we’ll do this for you).
Any questions, please don’t hesitate to ask a helper!
PS What does the Service Appointment status mean?
Dispatched: Looks like it was “sent” to the Support Worker, but no clock-on or clock-off
Scheduled: Looks like it may never have been “sent” to a Support Worker (there aren’t many of these)
In Progress: clock-on happened but clock-off didn’t or wasn’t completed. This might be OK if the shift is happening NOW, but if it was yesterday, not so much!
New or None: also may not have been “sent” to a Support Worker.
Happy Tuesday!
Wednesday, 11 October 2023 / Go-Live Update #12
Hi all,
Here’s your latest MyForce update. You’ll also get a Bulletin later today, which we’ve kept MyForce-free! 😊
Please don’t try to edit shifts (Work Orders, Service Appointments) that were Approved last week. We’ll make updates to those if we need to (for example) correct a Support Worker’s pay.
Entering “Non-Client Shifts” (Team Meetings, Training, SIL House Admin)
Here’s how you can roster Support Workers for training and team meetings, so they will be paid (you don’t need to do this for standard eTrainu training).
Look for the “Client” record (in Contacts) called “Non Client Shift”.
Under “Services”, select the service agreement for the current financial year.
From the Service Agreement, “Create Work Order” near the top right of the screen as you do for any other Work Order.
o Roster the shift as normal.
o You must select a Service Territory. This should be yours, unless you’re rostering for someone else’s team meeting/training.
o Remember to check the Remote/Work from Home tick box if the non-client shift is conducted online.
Here are the “Support Items” you can choose. NOTE: training is NOT for standard eTrainu training, which is paid automatically (it’s for other kinds).
Reminder: Completing Shifts (Service Appointments) – eg on behalf of a Support Worker, or an NTL doing a SW shift.
1. Find the Work Order page with the Service Appointment that needs to be completed. (You can do this through Timesheet Approvals or SAM).
On the WO page, find and open the Service Appointment by clicking on the Appointment Number link.
2. Update the Actual Start and Actual End fields with the date and time the Support Worker actually completed the work.
If the Support Worker has completed kilometres, make sure to populate the correct travel field at the bottom of the screen.
3. Update the Status on the Service Appointment to be Completed.
4. Return to the Work Order and make sure the Status is now set to Completed on the Work Order also.
5. You can then complete the “timesheet approval process” as normal.
Other Tips/Requests for NTLs
Create “single client” work orders by opening the relevant Service Agreement first, then using "Create work Order". This will help make sure the RIGHT funding is attached to a Work Order (we are seeing errors made when NTLs use the top menu “Work Order Management” item).
We are also renaming Active Service Agreements to make them easier to identify (CoS, Core, CB, Mixed).
For ILOs: we’re working on our processes for entering various ILO claims and expenses (including your claims for ILO Design and Monitoring).
o Please keep a record of Design and Adjustment time spent and create client notes for reference. We will update you when you can enter these as ILO D&M claims.
o Please email ilofinance@mysupports.com.au if you require an update on ILO budgets until we get expenses entered - please give Mandy a few days to get back to you whenever possible!
o There will be two Service Agreements for each ILO. ILO Claim is the agreement we use to claim the ILO funding and ILO Track is where the budgets are for you to monitor.
o We’ve created new Agreement items for ILOs – hopefully nice, clear names:
ILO-D&A: Design and Adjustment
ILO-Host: Host Payments (weekly amount in Rate column, scroll across to the right)
ILO-Respite: ILO Respite Costs (excluding Daily activities, so this covers Taking a Break/Respite/Sick Leave)
ILO-Daily Activities: ILO Daily Activities supports (My Supports Staff and/or External providers)
o Where old codes/descriptions appear in an ILO, Mandy and I will be moving the "remaining balance" to the new products over the next few weeks. Once you see the new products appear in the Active ILO - only use these figures for balances.
o Here’s a picture of an ILO setup illustrating some of the above:
Friday, 6 October 2023 / Go-Live Update #11
Hi all,
Happy Friday!
Some really important updates and actions in this edition! Please read thoroughly (as always 😉).
Paying Support Workers
We can see that the total hours paid to Support Workers this week is a little lower than the fortnightly average.
This may be partly due to the public holidays in the period, but it could also be because some Service Appointments/Work Orders are not fully processed or Approved.
We have identified some Service Appointments where a Work Order or Service Appointment status has changed to a value we weren’t expecting.
We aim to sort this out today, and may trigger a second pay run (we will keep you informed).
We may also do another pay run next week to tidy up any old shifts too.
If a Support Worker contacts you about a missing payment:
o Take the details
o See if you can find the Service Appointment and/or Work Order ID
o Forward info to Maddison so we can investigate and fix (examples help us spot issues that may affect other records).
Thanks!
Dummy Data/Training/Testing
Some users are using the LIVE MyForce site for testing/training and creating fake data here. PLEASE DON’T DO THIS. The MyForce Site is for REAL DATA ONLY (members of the MyForce project team excepted).
We have a separate Training site for you to practice/create dummy data. The URL (where you log in) is https://mysupportsorg--training.sandbox.lightning.force.com/. Your login name is your normal login email address with “.training” added at the end.
We’ve made it easier to tell which site you are on. The TRAINING site now has a red background (see below). It will also have “training” showing at the top of the screen (blue bar) and in the URL.
ONLY CREATE FAKE DATA IN THE RED BACKGROUND SITE!
Document Uploads
During the transition to MyForce you’ve temporarily been able to “Upload Files” to a Contact record using a File Upload function underneath the calendar on a Contact record. We are now switching this function OFF.
From now on, all Documents should be uploaded using the “Manage Documents” button at the top right of your screen.
o Review the Manual/training for how to use this tool.
o If you feel that there is a Category or Document Type “missing” (meaning you don’t know where to upload a document), please let the systems team know.
One issue people are finding is that when they open the Document Manager for a Client record, it can look “a bit blank”.
o There are TWO steps to uploading a document – you may need to add the Document Type first, then upload the document.
o Revisit the manual to see these steps again.
o We may “add” some common document types for client records to all clients to make this a little easier for you.
Here are some common misunderstandings:
o A Supplier document (like a host agreement) belongs on the Supplier (Account) record, not the client record. The Category starts with “Host” for this specific example.
o Support Worker training documents (relating to specific training for a client) now belong to the Support Worker (Staff) record, not the Client record.
Contractor and Account Records
Some users have been creating “Contractor” type Contact records for family/carers of clients, or for other support providers.
o DO NOT DO THIS. A Contractor is someone that works under contract with My Supports (eg an ILO Host or respite provider or worker employed via a sole trader contract with us).
o A carer/family member of a Client is an “Other” Contact record type.
o A service provider like an allied health provider should be an Account record (ie the company).
o If you also want to create a record for Mary Smith who works for the service provider, this is also an “Other” Contact record type. This kind of record can be linked to the Account (their employer).
o Review the Manual for more detailed information.
We’re going to switch off access to adding Contractor records for now, while you get used to this!
o If you DO need a Contractor record created, ask the Systems Team, ILO Team, Funding Team or P&C Team.
We’re also seeing new Account records created for existing Suppliers (ie duplicates).
o Please check carefully before creating a new record. Search by name etc. We will improve the system checks for duplicates in the next week or so to help control this.
That’s all for today, although we might send an update later today with more info about SW pay for this week.
Wednesday, 4 October 2023 / Go-Live Update #10
Hi all,
CONGRATULATIONS!!
Most of you have survived your first Timesheet Approval process!! Thanks for all the hard work – there are only a handful of shifts left to complete (for some teams) – most of you are done.
There is one more thing you can do today. We’ve found that shifts that had been commenced (clock on) but NOT completed (clock off) are not yet included in your “For Approval” list. There aren’t many – for lots of teams, it’s none – but you can easily find these. In your Timesheet Report, change “Approval Status” to “All”, and then change “Status” to “In Progress” (see picture below).
If you have any shifts that are In Progress, you can complete these on behalf of the Support Worker (instructions are attached) – this will help them get paid this week.
Note: if there’s no journal entry, the Support Worker’s name doesn’t show in the Timesheet Approval report. You can find the “Assigned Resource” on the Service Appointment screen.
The payroll and funding teams will be busy in the next day or so getting our work done. Look out for another update later in the week!
Tuesday, 3 October 2023 / Go-Live Update #9
Hi all,
It’s Timesheet Approval time!
Attached is the “manual” for this. We’re doing a live demo session in a few minutes – we’ll also try recording this and making it available, as well as repeating the live session on Wednesday morning.
While you’re doing timesheet approvals, contact the following for help (if your Coach or Champion is busy or doesn’t know the answer):
WA: Matt/Dougald
SA/Vic/NSW/Qld: Patrick/Maddison or maybe Andrew (Andrew might be busy).
Timesheet Approvals:
You should now be able to see “For Approval” against Parent Work Orders.
I’ve attached an updated “Timesheet Approval” manual (minor change only affecting Group shift process) – attached.
Please remember to check again tomorrow morning to approve more timesheets!
DON’T DELETE ANY RECORDS, even if they look wrong. Just “Cancel”. If in doubt, ask one of the team.
If you missed the refresher meeting, here’s a video: https://mysupports-my.sharepoint.com/personal/andrew_young_mysupports_com_au/_layouts/15/stream.aspx?id=%2Fpersonal%2Fandrew%5Fyoung%5Fmysupports%5Fcom%5Fau%2FDocuments%2FRecordings%2FTime%20Sheet%20Approval%20Refresher%2D20231003%5F140007%2DMeeting%20Recording%2Emp4&referrer=Teams%2ETEAMS%2DELECTRON&referrerScenario=TMRChicletExpiration%2Eview%2Eview&ga=1
Some Parent Work Orders did not show the “Approval Status” field. This has been fixed.
We will update the Approval Status again tonight, so remember to check in again tomorrow morning!
We will keep today’s update really short (that’s it) but do another in the next day or so with more on Document upload questions, funding data issues and more.
Thursday, 28 September 2023 / Go-Live Update #8
Hi all,
We thought we’d get the latest update out today because tomorrow is a holiday for some (Vic) and Monday for others (NSW, SA, QLD).
General Updates
1. Service Agreements/Scheduling: please ensure you are creating new Work Orders under the applicable and active Service Agreement.
· Look for Active Service Agreement/s on the Client record. For most Clients, there will only be one Active.
If there are two or more, you need to look at the Service Agreement detail (open it – look at the Agreement Items) – to see if it’s the right one for your Work Order.
PS we will work on improving the naming of Service Agreements (where there might be two) so it’s easier for you.
· NB If you try to create a Work Orders under an inactive/incorrect service agreement you won’t be able locate the correct Support Items in WOM.
2. Timesheet Approvals, please do not attempt to process timesheet approvals, we are continuing to design this process, we have shift data available and will implement a process to ensure staff are paid next week. We’ll provide some more info about this or early next week.
3. Re: Support Coordination claims (“SC Work Orders”): there is a requirement for a start time and end time on SC claims in the system. These should be ON THE SAME DAY.
· We are continuing to review this process, in the interim please do not enter claims of more than one calendar day.
· Each claim must sit within a single day for billing to occur without significant manual work for the finance / funding team.
4. Budgets – FYI - forward planned budgets are not currently calculating, meaning future planned shifts are not drawing down from the client’s budget. This is a bug, and we are working to resolve it.
5. Some of you have reported issues seeing/not seeing Sites/Support Workers in the Field Service view. We’re still reviewing this (no update yet, we have found the cause).
What You Can Do/Not Do Yet Update!
We’re now saying “Yes” to adding Cases (Incidents etc). You can also create new Clients and you can add/edit Suppliers (Accounts).
YES LIST: CLIENTS
Client records including journals, general fields, rostering and document uploads.
Cases including Incidents, Hazards, Complaints, Feedback, and OFIs
Accounts and “Other Contacts”
Opportunities: We’ve fixed a permissions issue – you should be able to add Core and Support Coordination Opportunities now. Don’t use ILO Opportunities yet.
NOT YET LIST
Staff records (soon, promise!)
Contractor records – we’re still importing data for these. This includes document uploads for these.
Thursday, 28 September 2023 / Go-Live Update #7
Hi all,
We thought we’d get the latest update out today because tomorrow is a holiday for some (Vic) and Monday for others (NSW, SA, QLD).
General Updates
Service Agreements/Scheduling: please ensure you are creating new Work Orders under the applicable and active Service Agreement.
Look for Active Service Agreement/s on the Client record. For most Clients, there will only be one Active.
If there are two or more, you need to look at the Service Agreement detail (open it – look at the Agreement Items) – to see if it’s the right one for your Work Order.
PS we will work on improving the naming of Service Agreements (where there might be two) so it’s easier for you.
NB If you try to create a Work Orders under an inactive/incorrect service agreement you won’t be able locate the correct Support Items in WOM.
Timesheet Approvals, please do not attempt to process timesheet approvals, we are continuing to design this process, we have shift data available and will implement a process to ensure staff are paid next week. We’ll provide some more info about this or early next week.
Re: Support Coordination claims (“SC Work Orders”): there is a requirement for a start time and end time on SC claims in the system. These should be ON THE SAME DAY.
We are continuing to review this process, in the interim please do not enter claims of more than one calendar day.
Each claim must sit within a single day for billing to occur without significant manual work for the finance / funding team.
Budgets – FYI - forward planned budgets are not currently calculating, meaning future planned shifts are not drawing down from the client’s budget. This is a bug, and we are working to resolve it.
Some of you have reported issues seeing/not seeing Sites/Support Workers in the Field Service view. We’re still reviewing this (no update yet, we have found the cause).
What You Can Do/Not Do Yet Update!
We’re now saying “Yes” to adding Cases (Incidents etc). You can also create new Clients and you can add/edit Suppliers (Accounts).
YES LIST: CLIENTS
Client records including journals, general fields, rostering and document uploads.
Cases including Incidents, Hazards, Complaints, Feedback, and OFIs
Accounts and “Other Contacts”
Opportunities: We’ve fixed a permissions issue – you should be able to add Core and Support Coordination Opportunities now. Don’t use ILO Opportunities yet.
NOT YET LIST
Staff records (soon, promise!)
Contractor records – we’re still importing data for these. This includes document uploads for these.
Tuesday, 26 September 2023 / Go-Live Update #7
Hi all,
Welcome to the last day of the first week on MyForce!
This is a longer update. The first two sections are for everyone, and a third section all about group shifts is just for those affected.
General Updates
Your shifts up to next Tuesday are being dispatched, but not all done yet. Working on it today.
If a Support Worker thinks they can’t see a shift in the App: make sure they’re LOOKING AT THE RIGHT DAY. See the Calendar at the top right of the mobile screen.
We have updates about Service Appointment (shift) data for group and multi-staff shifts – see lower in this email for details (ignore this if you don’t have multi-client or multi-worker shifts).
If a shift you think is/should be rostered is Genuinely Missing*, this will likely need to re-rostered using the Work Order Management (WOM) tool.
*By “Genuinely Missing”
Any standard shift (1:1) that you cannot see is probably genuinely missing. Examples include shifts that were in FlowLogic but had no billables attached.
For Group Shifts or multi-staff shifts, read the section at the end of this message first!!
Please follow the manual on how to do this, or seek help (Champions, Coach, Systems team) if you’re still not sure.
Please contact the Systems team with any issues about shifts you don’t know how to resolve.
Please ONLY contact Payroll about shifts that should have been paid (no shifts in MY have been paid yet!).
Re: Support Coordination claims (“SC Work Orders”): there is a requirement for a start time and end time on SC claims in the system.
o We know that sometimes an SC claim eg 45 minutes reflects a few small activities in a day.
o For now, enter start and end times eg at the end of a day that match the time you spent in total. We will review whether we can make start/end times optional in this process.
6. Sleepover shifts may need to be adjusted/removed and replaced. Wait for a team member to contact you about these.
o Sleepover rostering in FlowLogic was complicated by Flowlogic’s capabilities – eg a sleepover rostered in “before midnight” and “after midnight” pieces.
o We can roster a sleepover in MyForce in one item.
o The FlowLogic data – depending how you rostered sleepovers – didn’t map well into MyForce.
o A project team member will contact you if you have sleepover shifts to edit or replace.
7. Some of you have reported issues seeing/not seeing Sites/Support Workers in the Field Service view. We’re looking at this (no update yet).
8. Finally – for some thinking ahead to next week’s “timesheet approval process” and worrying about how this will work – don’t stress (yet). We’ll provide some more info about this later this week or early next.
What You Can Do/Not Do Yet
We’ve been asked for a summary/update about what you can edit and what we’d prefer you NOT to edit at this stage:
YES LIST: CLIENTS (except Cases)
Client records including journals, document uploads, general fields
Rostering and editing shifts (get some help if you need it especially for group shifts, sleepovers)
Document Uploads for Clients. Please ONLY use the Document Management tool for document uploads (don’t add documents “under the calendar”).
Opportunities: Maybe. You can try using the new Client (SA) Opportunity, but you can’t yet create a schedule of supports etc (do this on paper and send to Funding team). Don’t use ILO Opportunities yet.
NOT YET LIST
Cases (Incidents, Hazards, OFIs etc)
Staff records (soon, promise!)
Accounts (Suppliers) and Contractor records, Other Contact records – we’re still importing data for these. This includes document uploads for these.
THE NEVER LIST
Please don’t add “test” data to the MyForce database – now or ever – unless you’re in the MyForce project team.
If you want to try test data and practice things, DO THIS ON THE TRAINING SYSTEM. That is what Training is for. Look for this url: https://mysupportsorg--training.sandbox.my.salesforce.com/
IF YOU HAVE GROUP SHIFTS OR 2:1 SHIFTS – read on, otherwise, ignore!
9. We think that all of the FlowLogic shifts for group shifts ARE in MyForce (for multi-client and multi-worker shifts).
These shifts SHOULD all be appearing for Support Workers on their App.
Whether or not YOU can “see” them depends on where you’re looking. We have tested this a bit and we think this is what is currently happening:
We understand this is not ideal and is confusing (and we’re working on fixing it). In the meantime - if you can’t “find a shift” in MyForce, check which view you’re using in the table above.
We are aware that – for multi-client shifts – there are issues with what Support Workers can see in the App. They can’t easily see Client details and they can’t enter a shift/journal note for each Client or each Client Goal.
We’re working on these things too. Hoping to have a solution in place within a week – sooner if we can.
In the meantime, you can advise Workers to enter sentences in their shift note WITH A CLIENT name of there are notes relating to each client – eg John: Sentence 1 . . . Mary: Sentence 2. We will work on what we can do with these shift notes (ie attaching them to client records) later.
We will ALSO be changing the rostering of Group shifts, effective from the next fortnight (ie starting in a week from now).
Why are we doing this? The NDIS is phasing out Group codes eg Group Activities In The Community - 1:2 - Standard - Weekday Daytime. Instead, one code will be used for the shift and a calculation used to adjust the rate (eg half the normal rate if there are two clients).
We’ve set up MyForce rostering tool to use the new method.
Because we can’t invoice the NDIA using both methods at the same time, we need to update the shifts that were rostered in FlowLogic using the old codes.
The Funding team will contact each affected NTL about this (no action for you until you’re contacted).
Friday, 22 September 2023 / Go-Live Update #6
Hi all,
HAPPY FRIDAY! Possibly my MAIN MESSAGE for this afternoon! 😊
I hope you are having some fun starting to edit shifts and records today!
I can see a number of you have added Support Coordination claims (SC Work Orders) – very exciting (for me) to see! Congratulations to all of you (I think you know who you are!). Leanne Bridges is winning the race for the most SC Claims in MyForce so far.
I can also see a number of others who’ve added their first Core Supports Work Orders – Jed Campbell, Kaylea Rowe and Lisa Leishman prominent here!
Updates Today
We had a couple of (temporary) issues on the Support Worker App today – see the separate email to Support Workers that I forwarded earlier for details.
We know multi-client shifts are not yet working very well on the App; we are working on fixes for this; Workers can’t see which client their journal is for. We’re working on this.
For a few NTLs who also do SW shifts – when you look at the App you’re seeing all Service Appointments that you “own”, not just the ones you’re trying to complete. We’re working on this too.
Support Worker status (red etc) is NOT READY yet – document uploads and statuses will take a few more days to sort out. Ignore worker status for now/ask P&C if you’re concerned about a worker’s documents.
NTL Priorities for Monday/Next Week
Catch up with Support Coordination Claims. There are only a few of you who have SC claims in since Wednesday – let’s get these caught up.
Rostering/re-rostering group shifts and some 2:1 staff ratio shifts, plus sleepovers: we’re working through a list of NTLs and we’ll spend time with each of you that have complex shifts like these, to get them all rostered correctly. This will include backdating updated rosters to Wednesday 20th so SWs can “complete” these shifts for their next pay run.
I know Monday is also a public holiday in the west.
I hope you all have a GREAT WEEKEND – and a great LONG WEEKEND for some!
Thursday, 21 September 2023 / Go-Live Update #5
Hi all,
Happy Day 2!!
Thanks for all your help with the timesheet data for pay yesterday!
NB if Support Workers are asking about pay, if you can help resolve the question or can work out the answer please do so to reduce pressure on Gabby?
Check Flowlogic and the “spreadsheet” to see if the shift is there etc
Email Payroll if it has been missed and/or any info you’ve been able to uncover.
Sorry this email is late in the day (especially in the East). We’ve been getting some things set up.
Key Message: You Can Now Commence “Editing” . . . But Read The Fine Print!
Yesterday we asked you to refrain from editing data in MyForce until you got the OK from me . . . you can now start editing LIMITED records as follows:
NOW: you CAN make edits to Client records and you can add notes/journals etc.
From FRIDAY morning (aka tomorrow):
You CAN start adding Support Coordination Notes and Claims (“SC Work Orders”).
You have a list of NDIS codes to choose from – MAKE SURE YOU CHOOSE THE RIGHT CODE (Level 2 Support Coordination for almost all of you).
We don’t (yet) have a new “Linen Service” code for ILO Monitoring and Adjustment. Don’t worry about this for now, but we will add one.
Remember: if you can’t “see” Support Coordination tab details like notes, it’s likely because you’re not attached to the “Support Coordinator Code” for that client. Contact the Systems team to get added. I’ve also attached to this email the Code allocated to each NTL – remember yours!!
You CAN start rostering (using Work Order Management and Service Appointment Management): SINGLE CLIENT/SINGLE WORKER/SIMPLE SHIFTS ONLY.
Don’t attempt Multi-client, multi-staff shifts or sleepovers just yet. We’re going to be in touch team-leader-by-team-leader to get you started on these.
If you want to cancel a simple shift, you can change the status using SAM. Please choose the correct Cancelled reason from the list below. DON’T USE “CANCELED” with one L! (If you do this accidentally, we’ll probably change it to MySupports Cancelled).
You CAN add/edit Cases (incidents etc). In the meantime, please continue to escalate incidents/complaints to your line manager and record in notes/journals.
Please DON’T DO ANYTHING ELSE YET. Don’t edit staff records, or suppliers or contractors yet. We’ll give you more permissions as we go over the next few days. If you need something done on a staff record in the meantime, contact P&C.
Updates – for information only.
We will this afternoon “Dispatch” Service Appointments for all shifts up to (including) this coming Tuesday (ie Support Workers will soon see their shifts in the MyForce App until Tuesday). This will likely still exclude most group shifts until we re-roster those with you.
If you are paying a lot of attention to detail and notice odd times on Work Order Line Items (WOLIs) – don’t worry about this yet. We’re working on it.
There’s been a bug on the Support Worker App today; after they complete a shift they get an error message. This does NOT affect the shift data submitted (ie no problem). We’ll be emailing all SWs this afternoon with an update including this message. The email will also include info about kms and some other things.
Wednesday, 20 September 2023 / Go-Live Update #4
Thank you for your patience today. I hope your team is navigating it OK!
No new actions for you at this stage. The update below is for your information/interested parties only. Look out for more updates tomorrow!
Update on our service appointment “missing data”
We have confirmed that the main issue in migrating shift data relates to ratio shifts (multiple clients and/or multiple staff). Very few of these shifts migrated successfully.
For MULTIPLE CLIENTS
We think we will roster these forward shifts in MyForce using the Work Order Management tool (WOM).
It might be ten or so NTLs affected and we will work with you to create new group shifts over the next 24 hours or so.
It’s not too hard to do . . .
The fringe benefit is that MyForce is set up to roster these shifts without using the 1:2, 1:3 NDIS codes. The NDIS is withdrawing these codes in a couple of months, so if we do it now we’re peachy.
For MULTIPLE WORKERS:ONE CLIENT
Some of these shifts may also be an issue - we’re investigating.
In some cases one Service Appointment has been created (one worker) but not the second.
We may get this data fixed without your help. There aren’t a large number of these.
· There was also a date/time range “gap” that affected some of yesterday’s shifts.
We’re going to get these added into MyForce, but not in time to get timesheets submitted and approved to pay staff this week (which is why Maddison has emailed you a spreadsheet for paysheet signoff).
We think most of the rest of the Service Appointment data is OK.
We’ve had very few examples of single shifts being incorrect – these are likely from shifts that had no funding attached or some other variation like that.
We’ve got a couple of examples to check out, and we’re still looking for other issues.
Wednesday, 20 September 2023 / Go-Live Update #3
Hi all,
I’ll continue to send updates on key issues until we have resolved the main ones.
The key issue for today is that we have missing Service Appointments.
We’ve analysed our “average” shifts per day and the data for the next two weeks is significantly lower – a quarter or so are missing.
The data for yesterday (during changeover) is even lower, which will create issues paying people for yesterday’s shifts.
We think that one issue relates to multi-client shifts, where it appears that shifts may be connected to one client not many. We know this isn’t the only issue, but it’s one to be aware of.
We’re working on a backup plan to pay SWs for yesterday afternoon’s shifts (and maybe some older ones if they weren’t completed/approved in time).
This plan MIGHT involve emailing you a spreadsheet with the rostered shifts affected, and asking for your OK to pay those.
If SWs have advised of a variance or cancellation, you can indicate this in the spreadsheet.
If we end up paying for a shift not worked we can figure this out later; if we underpay for a shift that went overtime we can pay more later.
We’ll implement this plan in a couple of hours if it’s clear we can’t get the Appointments on phones in time.
Note: the focus in this process is the fortnight just finished. We’ll work on any older shifts at a later stage.
We’re also email Support Workers with an update (a draft is attached for your info).
We’re working hard on updating the rest of the Service Appointment/Work Order data, and – at the risk of spamming you somewhat - will keep you informed!
Wednesday, 20 September 2023 / Go-Live Update #2
Happy Go-Live Day!
As at 8am (NSW time) today, here’s where we think we’re at.
Data migration was largely successful. When you are able to log on today you should be able to see all records (like staff and clients etc).
Not everything is yet in MyForce. For example, it will take a day or two to complete document migration (there’s a lot there already, but more to come).
It did take until 4am for the process to be completed, which meant a late night for a few of us 😊
Our key focus this morning is Service Appointments for Support Workers.
These are in MyForce now, and we are preparing to “dispatch” them (this means that Support Workers will “receive” the Appointment in their App).
These may not be “perfect”. There could be some missing or some with odd data. Your team should keep trusting FlowLogic shifts if in doubt.
There may be some “missing” – we’re looking at this now.
You should receive your Login details very soon.
As we advised yesterday, it’s a system generated email and we can’t change it.
It will look like a password resent email eg “Your Salesforce administrator recently reset the password for the username . . .”.
Contact Systems if you don’t see yours in the next half-hour or so.
PLEASE DON’T EDIT DATA YET. You’re welcome to start looking around but hold off on making any changes.
Known Issues
Work Order/Work Order Line Item data is a bit messy.
In FlowLogic a shift has start and finish times, but line items don’t. All WOLIs have been set up with start and end times that match the shift. We’re working through a process to update these, but just so you’re aware.
We’ve been using a lot of different techniques to “roster” complex situations in FlowLogic, for example, anything to do with sleepovers.
There was no easy way to map this information neatly into MyForce so complex rosters will be messy.
We will work through a process to tidy these up; one possibility is that we may cancel some work orders etc and re-create them using WOM (with your help!).
We may have some issues with “ratio” shifts too.
In FlowLogic, some items like ABT were set up using the travel tool, but were not part of the main “roster” data. There was no way to migrate this information, so we’re working on adding ABT and Provider Travel (non-labour) into Work Orders/WOLIs based on Service Agreement data (ie, whether we have ABT or PT kms).
Not all Funding data setup (Service Agreements) will be perfect yet. Be patient with this – we’ll work through it, but the first focus is operating data (shifts).
Accounts/Suppliers and Contractor data may also need some tidying up.
I’m sure there’ll be lots more to do over the coming days. Keep communicating with Support Workers and pass feedback via Coaches etc if you see major issues not yet on our list!
We will dispatch today’s Service Appointments first, and others later during today.
Tuesday, 19 September 2023 / Go-Live Update #1
Hi all,
Over the next few days I will send a series of emails with the same subject line as this one, with #1, #2 etc added so you can keep track. We will also create a log of these communications and keep it on the MyForce page of the intranet for reference.
Key Messages – Tuesday am
The Go-Live version of the NTL manual is ready. Visit the intranet to get it: https://www.myintranet.com.au/myforce (also attached here for quick access). You can also get the shorter “new stuff” manual on the intranet.
Remember that the data freeze in FlowLogic happens TODAY at Noon WA/2pm NSW/1.30 SA time.
Complete timesheet approvals an hour earlier: 11am WA/1pm NSW/12.30 SA time.
TIP: If you’re approving timesheets now – keep refreshing your screen to see any new ones.
You can still access FlowLogic after the freeze starts. You can’t edit.
You will receive your “live” MyForce login email on Wednesday morning, by 8am NSW time.
Contact Systems if you don’t get it, or if you have trouble.
The email that you will receive “looks dodgy”. We can’t change it. It looks like this (and it’s OK to click on the link!):
From: support@salesforce.com support@salesforce.com
Sent: Monday, September 18, 2023 10:28 AM
To: Dougald Cairns dougald.cairns@mysupports.com.au
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When you’re on MyForce tomorrow morning, DON’T EDIT RECORDS until we send an all clear.
Have a look at your data (including client records, service appointments etc). Make notes.
Don’t make edits especially to roster-related data until we send an email (like this one) saying it’s OK to start editing. This is in case we’re doing something in the background to address a major issue.
The latest Support Worker training/login data is attached for your info/followup. We’re getting closer.
Key Messages for Support Workers (we’ll send them another email today) include:
They can still see FlowLogic this afternoon and tomorrow (and beyond).
Tomorrow morning they can see shifts in MyForce.
If they look wrong, trust FlowLogic.
If in doubt: Call the Team Leader. Call Rostering if they can’t get the Team Leader.
This afternoon Support Workers won’t be able to complete shifts in FlowLogic.
Tomorrow morning they can enter manual timesheets for today’s shifts in MyForce.
We will do everything we can to make sure they’re paid for all this fortnight’s shifts (to the end of Tuesday) in this week’s pay run.
Other Info/Updates
The “automatic document generation” process for Schedule of Supports, Service Contracts and Info Consents is not yet final.
Keep using the pdf forms for these for now; forward to Funding who will action them and upload them for you.
We hope to finalise the online version in the next couple of weeks.
We don’t yet have a fully built client Termination process. Here’s what to do:
Check all work orders / service appointments completed; change status to “Cancelled” if not worked
Check all “timesheets” approved
Email fundingadmin@mysupports.com.au and advise if a client has terminated
Funding admin will advise if there are any outstanding documents that need to be obtained, if not we will make the client inactive.
NO-ONE but funding to make clients inactive.
Timezones: MyForce uses timezones – that is, if an east coast User (you) views a west coast Work Order or Service Appointment, you will see it in YOUR time.
Example: Maddison (in Melbourne) views a Service Appointment for Mundaring (WA) that is for 10am. She will see 12 noon.
This won’t affect NTLs viewing their own Team.
This will affect the Rostering team, Systems, P&C, Clinical, Funding etc looking at data from across the country.
Documents – From Go-Live not all documents will be immediately available; it will take a day or two to migrate all of them!
In the interim, any documents will still be able to be accessed from FlowLogic if needed.
We will migrate documents prioritising recent and highly used documents to minimise the impact.
Monday, 18 September 2023 / Go-Live
Hi all – HAPPY GO-LIVE WEEK!
Don’t forget to read last Thursday’s Bulletin and BE READY! Your main tasks for today are:
Follow up any Support Workers from your team who are not fully trained (contact Systems with any problems). Monday’s list is attached.
A KEY MESSAGE for Support Workers is that they should KEEP DOING SHIFTS using FLOWLOGIC DATA on Wednesday, if they can’t see the shift or it’s not right in MyForce.
Make sure your rosters are up to date and any timesheets you can finalise/approve are finalised and approved. CUT OFF IS 11am Tuesday WA time.
Remember, after cutoff you WILL still be able to access FlowLogic (and your Support Workers will too) – you won’t be able to edit in FlowLogic, but you can still see it.
Re: new staff – if you can POSSIBLY hold off any onboarding until at least Friday, PLEASE DO! Contact P&C if you really really need to negotiate.
We’ve attached here some NEW STUFF – mostly from the update to training we conducted late last week and earlier this afternoon. This will also be updated in the main manual on Tuesday for those keen to print the whole thing. Included in the attachment is:
QuickList – reminder where to start some common actions
Editing/Amending Shifts (pre-shift)
Editing Work Orders
Editing a WOLI
Adding a WOLI to a Work Order
Editing or Choosing a Product in a WOLI
Timesheet Approvals/Editing Shifts (post-shift)
Support Worker Absences
Field Service View
Other Info:
Schedules of Support, Renewals and Variations – we are still using a MANUAL SOS FORM for the next couple of weeks. Email your documents to the Funding team – they will action in Salesforce and upload the document until our “online” version is fully ready.
eTrainu Training requests – stick with the current process (email) until we’re live with our link to eTrainu.
Employment Hero - for NTLs, Coaches & Enablers
Salaried staff now use Employment Hero to apply for leave, download historical payslips and change bank account or superannuation details. You can also view your name, address and other details and leave balances (but not able to edit these).
See instructions below. Contact the P&C or payroll team if you need help.