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HCP to SaH integration & automation affected areas

Overview

With the change from HCP and Support at Home, a few integration and automation configurations may be impacted. This guide will help you understand what’s changing, how it might affect your existing setup, and the steps you can take to keep everything running seamlessly.

 

TLW Recommendations

Package management fees

We recommend ignoring any reports related to package management fees and turning off any connected integrations. In Support at Home, this will prevent duplicate charges, as package management fees are now included in service prices. Use the Variants feature to review and update your pricing, and ensure you check and reverse any affected charges by November 30.

 

Care management fees

We recommend ignoring any related reports and disabling any connected integrations. In Support at Home, this helps prevent overcharging caused by imported care management fees, as these are now claimed directly from Services Australia. Use the new Time Tracking and Activity Feed features to review your records and check or reverse any affected charges by 30 November.

 

Income Tested Fees (ITFs)

We recommend ignoring any related reports and disabling any connected integrations. In Support at Home, this prevents overcharging caused by imported income-tested fees, as Services Australia now determines client contributions. Use the Client Contribution Account Balance to invoice accurately in your finance system after uploading payment determinations, and review or reverse any affected charges by 30 November.

 

Basic Daily Fees (BDFs)

Lookout recommends disregarding any related reports and disabling any integration. Under Support at Home, this prevents overcharging from imported basic daily fees, which must now be included in service prices. Use Lookout’s variants feature to review and set new pricing, and review or reverse any affected charges by 30 November.

 

Claiming off-platform items (e.g., Cab Charges)

We recommend continuing to import off-platform services or purchases, but any existing integration should be upgraded. Under Support at Home, this ensures import lines are correctly attributed to memberships and prevents undercharging. Utilise Lookout’s upgraded invoice line importing features to capture additional required information, such as Support at Home classifications or overheads. Review and resolve any affected import lines by your first Support at Home claim in December.

 

NAPS ID Splitting for Claim Files

Under Support at Home, multiple NAPS IDs can continue to be used, but service providers should upgrade to Lookout’s new NAPS ID feature, which automatically splits claim files. Custom NAPS ID attributes will not be included on the claim files. Review and resolve any affected memberships by your first Support at Home claim in December.

 

Account Balances

Lookout recommend connecting to PRODA and using real-time tracking to understand left to spend at the end of the quarter. Remember, Support at Home is a "use it or lose it" funding source and optimising budget utilisation is key.

 

Invoice Matching 

We recommend classifying PO line items upfront and using bulk mapping tools to ensure invoices match correctly for Support at Home claims. Use Lookout's new margins and price controls for dynamic or fixed service pricing. If left as-is, failure to bulk map or classify POs may prevent your first Support at Home claim in December. Review and update operational processes to align with Support at Home requirements.  

 

Billing clients for travel 

We recommend you ensure any external processes that send travel items for claiming are examined. Items without a SaH claiming code will not be eligible for claiming. Ensure you have included travel as a component in your rates under SaH. Some providers are using a flat rate, while others are looking at tiers. 

  

Paying workers for travel 

We recommend you refer to the support article and the SAH guidelines about how travel should be implemented under the new program. There should be no impact if using vision rostering and shift costs report. If using other dimensions such as payroll or visits, ensure you are capturing the km travelled and have a way to place those into a payroll system or solution.  For further information, please review the below:

How to enable client transport recording

Segments, Variants and Membership plans FAQs

  

Payroll 

There should be no impact to Vision rostering and shift costs report. If using other dimensions such as payroll or visits, ensure you are capturing the km travelled and have a way to place those into a payroll system or solution.