Wesley Mission, as an approved home care provider (approved by the Department of Social Services under Part 2.1 of the Aged Care Act 1997 as suitable to provide home care) has been offering Home Care Packages to their clients for over 20 years. Home Care Packages provide elderly people with co-ordinated packages of services that help them keep living in their own home. From July 2015, with the introduction of Aged Care reforms, all packages will operate on a CDC basis (Consumer Direct Care).  The introduction of CDC is a significant change to the way that home care is delivered in Australia and required reengineering of the business process of the Client Management and Finance Department of Wesley Mission. In an interview, Sara Balsamini discusses with Rajen Jani about the ongoing project.

Situation
Wesley Mission requires the fulfillment of the following objectives:

1. Reengineering the business process involved in the financial Management of the existing 565 Home Care Packages:
– Establishment of consistent and robust financial processes, policies and procedure;
– Building Debtor system
– Implement detailed monthly statement to customers
– Implement customer’s individual budget process

2. Business Intelligence Reports
In order to make better business decisions and evaluate the return of investment, a business intelligence analysis is requested by management.
The following are the main area of reporting required:
– Care staff efficiencies / profitability
– Sales conversion rates
– Client retention levels
– Staff utilisation

3. Improve information technology to upkeep the new operation requirements

3.1. CareLink+ (client management system) upgrade and reporting
– Release of the pending CareLink+ upgrade (Due in late 1st quarter 2015)
– Reconfiguration in CareLink+ to allow for changes in the available home care services provided;
– Allow for the capture of applicable information for prospective customers in CareLink+
– Allow prospective customers to be converted across into active customers (i.e. automate the process of moving customers from the prospect module into the active customers module)
– Allow for customers when set up in CareLink+ to be automatically set up in PeopleSoft;
– Update reporting capabilities to allow management oversight; care staff efficiencies/ profitability; sales conversion rates; client retention levels, staff utilisation

3.2. Interface CareLink+ and PeopleSoft
Integration of CareLink+ and PeopleSoft:  Both vendors will provide the appropriate interface (API).  IT will need to create the integration methods to translate and transmit between these two systems.
Required tasks are::
– Automated transfer of client details from CareLink+ into PeopleSoft.
– Extract billing information from CareLink+, translate it into PeopleSoft to manage Client and government charges
– Extract charge confirmation (Ack/Nak) from PeopleSoft, translate it into CareLink+ system to be recorded against the clients account
– Network changes and configuration

3.3. Rostering and Scheduling
CDC customers expect greater control around “what, when, from whom” services that they receive.  With the increasing demand from the customer, lifestyle advisors will not be able to effectively maintain the client’s rostering and scheduling with current semi manual method.
The workstream scopes are:
– Define changes requirements for rostering system to allow operational needs;
– Determine data fields requirements
– Configure and create required data field;
– Standardise the usage across all areas;
– Implement route optimisation for care staff travel;
– Update current staff time and attendance process to allow administration efficiencies and enable front line care staff to spend more time providing care
– Standardise roster and scheduling process to manage the increased scheduling demands;
– Deliver training for staff who responsible for managing rostering.

Solution:
This is an ongoing project and Sara Balsamini is working towards providing an effective solution, which includes:
– Map current state and future state of business processes for financial management of CDC Packages.
– Define Business Intelligence Report requirements
– Gather user requirements for integration of CareLink+ and PeopleSoft in form of User Stories
– Create and prioritise Product Backlog in JIRA (project and issues tracker software)
– Support development team in Sprint deliverables, assigning tasks, estimating User Stories size, completing User Stories relevant information (User Acceptance Criteria, compliance to government guidelines, Non Functional Requirements, User Interface wireframes)

Interview:
RJ: Sara, you are currently working on Wesley Mission.
SB: Yes.
RJ: As it is an ongoing project, work is still progressing; however, could you say something about the project work?
SB: Wesley Mission used to receive government funds collectively for all the clients, known as traditional home care packages. Now they will receive CDC packages which are individually founds. Passing from traditional home care packages to CDC packages, the Financial Management of the packages change completely. So I have mapped the future state business process though BPMN diagrams (Business Process Modeling Notation). They work in Agile environment and I support the team as a SCRUM master: facilitate Scrum planning meeting, retrospective meetings, and supporting the Product Owner in prioritising the Product Backlog.
RJ: How is your experience at Wesley Mission so far?
SB: Great. They are a not-for-profit charity, supporting lots of community and social services. It started in 1812 and has a 200-year old rich history. Under the leadership of their CEO and Superintendent Rev Dr Keith Garner, almost 2,000 staff and 4,000 volunteers perform charitable work across 130 different centres. Besides being a very good CEO, Rev Dr Keith Garner is also an extremely gifted minister and preacher. It is great to work for such a wonderful organisation and such nice people.
RJ: What do you find most wonderful about Wesley Mission?
SB: Everything about them is wonderful. However, I am extremely inspired by their vision that states, “Do all the good you can, by all the means you can, in all the ways you can, in all the places you can, at all the times you can, to all the people you can, as long as ever you can.”
RJ: Yes, this indeed is wonderful! Well, we will discuss more about this project once it is completed. As of now, let us end here. Thank you so much Sara, for giving your precious time for this interview.
SB: Thank you Rajen.

Benefits:
The efforts of Sara Balsamini is benefiting Wesley Mission in the fulfillment of their project objectives. As the project is progressing, solutions are being developed and implemented. With passing time, the objectives of the project are being achieved.

For images, technical drawings and further information:
1. Sara Balsamini (sara@bicg.com.au)

 

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