Limitations and workarounds regarding Amendments for NDIS Support Allocations

Whilst additional functionality was released in SupportAbility v7 (October 2020) to assist with the accuracy of data between systems and reconciliation, the current options available to amend Rejected Allocations, or to reverse/fix Invoices are limited. The available options differ depending on how the Client's Funding is managed, as well as the nature of the Activity the Allocations and/or Invoice Items originated from and how the Claim Status has been updated in the BPR (i.e. by uploading the BPRF, or Manually), as outlined further below. 

It is important to note that if Timesheet Batches have been generated for the Staff shifts included in the Activity, then the Activity Sign Off is unable to be removed which may have an impact on the ability to successfully revert the workflow also. 

Audience: Finance Team, Operations Management, Team Leaders


Summary

The following list summarises the content within this article. Click on the links below to take you to the relevant sections:


NDIA Managed Support Allocations

The ability to perform amendments to correct any Allocations that have encountered an error when an Allocation is in a state of Rejected in SupportAbility is not available as yet. 

If the Bulk Payment Results File (BPRF) has been uploaded and a Direct Invoice Batch has been generated for Accepted Allocations, the only way to potentially make any amendments in the associated Activity is to revert the workflow. 

However, the ability to revert the workflow successfully depends on the nature of the Activity. If it's a 1:1 Activity then this is possible, however, if the Allocation that has encountered an error was included in a Group Activity, this is a bit more involved. Each of these scenarios has been outlined below.

It is also important to note that if Time Sheet Batches have been generated for the Staff shifts included in the Activity, then the Activity Sign Off is unable to be removed so this may also have an impact on the ability to successfully revert the workflow. 

1:1 Activity

If a Direct Invoice Batch has already been generated for Accepted Allocations, this will first need to be deleted by Staff with the required privileges, by navigating to the associated Invoice Batch and selecting 'Delete Invoice Batch': 

If any Allocations in the BPR have resulted in an error and require amendment e.g D-25-7333: 

They will also need to be removed from the BPR before it may be possible to edit these in the associated Activity. 

To do so, it is important to keep an external note of the Allocations that need to be removed, then navigate to the Actions menu and select 'Reset BPR' to remove the BPRF: 

Screen-Shot-1.pngN.B. This will also remove any notes added to the BPR. 

Resetting the BPR will allow you to remove the required Allocation/s from the BPR by selecting them, then navigating to the 'Bulk Actions' menu and selecting 'Remove from BPR:

Once the Allocation/s have been removed, the Activity Sign Off can be removed, so that the required change can be made in the Activity. When this has been manually corrected, the Activity Sign Off can be performed again and the Allocation/s included in a new BPR for the correct reduced amount (for example). 

Once the required Allocation/s have been removed, we recommend uploading the BPRF again so that the remainder of the Allocations can be updated based on these results accordingly, noting that an amber validation message will appear stating that there is a result/s included in the BPRF that can't be located in the BPR e.g:

However, this can be disregarded given that these results contain the Allocation/s that are set to be fixed manually and included in a subsequent BPR. 

Alternatively, your organisation may wish to update the Claim Status of these Allocations to Accepted Manually. Please see the Updating the Claim Status Manually article linked below for reference for more information regarding this. 

When the required Allocations have been Accepted, a Direct Invoice Batch can then be generated again for these Accepted Allocations. 

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Group Activity

If the Rejected Allocation has been included in a Group Activity, the Activity Sign Off is currently unable to be removed if any of the other Allocations have been included in a BPR or Direct Invoice Batch.

Therefore, to determine the best course of action to take, it is important to open the associated Activity of the Rejected Allocation and each of the other Client's NDIS Support Allocations. If they are also included in the same BPR, then they could be removed too (in the same manner as outlined above), this will allow you to Remove the Activity Sign Off, amend the Client's NDIS Support Allocations. 

If the error was included in a Group Activity, where other participants have been successfully claimed/invoiced, the Activity Sign Off cannot be removed and the Allocations can therefore not be corrected. If this were the case, the only available option to correct this would be to 'Cancel' the Rejected Allocation and create a new Activity with the correct Allocations.

We do appreciate that this approach requires additional administration, however, it is the only available option to correct this at present. For more information regarding how to process a Rejected Allocation as Cancelled, the BPR  Rejected Claim Action - Cancel article linked below may assist (which also includes a video regarding this new functionality).

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Self and/or Plan Managed Support Allocations

The ability to reverse Invoices is also not yet available for Self and/or Plan Managed Support Allocations. The only way that this can be achieved, is by reverting the workflow, however, as per the above, it is only possible in 1:1 Activities, or in Group Activities provided the other participants have not been successfully invoiced.

For 1:1 Activities, the workflow would first need to be reversed in order to remove the Activity Sign Off and correct the Funding Source, similar to the instructions outlined above:

  1. First, the Invoice that the Allocation/s have been included in must be removed from the Direct Invoice Batch
  2. Once the above has been completed, you will be able to remove the Activity Sign Off from the relevant Activity
  3. This will allow you to correct the details in the Activity i.e. update the Client's Funding Source and/or their NDIS Support Allocations
  4. From here, once the Activity Sign Off is performed again, you will be able to generate a new Invoice for the corrected Allocations and any other Invoice Items included in the original Invoice, as required.

It is only possible to reverse the workflow as outlined above in Group Activities if the other participant's Allocations have not been included in a BPR or Invoice Batch as yet. It is not possible to do so when one or multiple Clients have either had their NDIS Support Allocations included in a BPR or Invoice Batch and therefore, the Activity Sign Off cannot be removed.

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When will this be addressed?

We do appreciate that the available options to perform corrections is very limited, therefore, developing solutions to allow providers to perform amendments is being worked on so that Activities can be utilised more effectively and changes can be made as and when required.

These limitations are currently being explored further and solutions are being designed to address these as 'Greater Billing Flexibility' was recently voted as the #1 priority by our subscriber base and as such, has been set as the next major focus in our upcoming development roadmap. More information regarding this will be announced via our  SupportAbility Roadmap article linked below for reference.

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