Just south of the City of Adelaide, near the historic Showgrounds, a new organisation called CUSP Services has been created to support Disability Organisations with back-office NDIS-specific processing services.
CUSP Services was formed by two organisations; Connecting Up, a national technology not-for-profit supporting the entire national NFP sector and 4Thought, a specialist consulting practice working with Disability Sector nationally.
With a small team, CUSP has been working with Skylight Mental Health to co-design, test and implement the core back office services required by Disability Providers as they increase their engagement with the NDIS. CUSP have co-located in the Skylight offices to speed to developed time for the new services and is now ready to offer services to organisations nationally.
General Manager of CUSP Services, Josh Goodwin, said: “We’re thrilled to be working with Skylight Mental Health. A great team providing great services to South Australians in need, Skylight are an innovative organisation who’ve chosen to streamline their processing services to free up resources to focus on service delivery.”
The small CUSP team, some of who transitioned from Skylight, bring a wealth of provider experience as well as knowledge of the two key systems used by CUSP, Enrite Care and Skedulo. The team has been working through a collaborative process with Skylight to ensure that:
- The service is fit for purpose
- The service is “standardised” to allow other Providers to gain the benefit of shared processing
The CUSP approach is to ensure that the services offered are true “back office”, with no client contact or specific engagement with the architecture of services or specific NDIS plans. This ensures that organisations can “stick to their knitting”; continuing to invest time and focus on service creation and service delivery, without the distraction of administration. CUSP then provides a transparent engagement (using the same systems), reporting and management to ensure these back-office services are delivered in the most effective and cost-efficient way.
The philosophical approach taken by CUSP is that disability providers have a natural split between service delivery and the processing of these service delivered items through scheduling, reporting and acquittal phases. CUSP has conceived of a service delivery item as “linear”; in that it travels through an organisation in a straight line from client engagement to acquittal at the NDIA portal.
The basic graphic below illustrates the CUSP philosophical approach; whereby the Provider concentrates on their key areas of delivery (in green), leaving CUSP to manage the repeatable, non-client facing activities.
CUSP works with your team to define the exact operational requirements and the demarcation points within each process. These processes then become the “map” by which all activities are navigated. This allows CUSP to provide a consistent, repeatable and efficient environment, freeing up capital for an organisation to reinvest in service delivery.
This is a critical piece in the service delivery process and one that is made more complex under the NDIA. Organisations have told CUSP that, under the NDIA, the per-billed-hour is more critical and that these events need to be managed and reported in a strict way. In addition, many organisations are finding that they need to increase staff by employing a specialist scheduler to handle this activity.
CUSP handles the scheduling function from within our service centre. This involves:
Matching staff to clients on an as-needed basis. This includes skills, alerts and preferences
Scheduling activities ensuring business rules are met
Scheduled activities only submitted if a matching line item (NDIA or other) exists
Supporting mobile technology to ensure accuracy (Skedulo)
Ensure staff “Commence” activity when arriving at client site
WHS management to ensure staff have “Checked Out” when they leave a client’s site
Utilising phone, web and email channels in addition to the app-based technology
CUSP will also use least-cost-routing to ensure that the maximum utilisation of permanent staff is achieved.
Accounts Receivable / NDIA acquittal
Once a service delivery activity is complete, the item moves into the Accounts Receivable process. CUSP will ensure that the billed hour (or hours):
Are completed appropriately in the Client Management System
Extract data from Client Management System into csv
Data is filtered and prepared for bulk upload
Service bookings entered into NDIA portal (if needed)
Bulk upload of file
Get remittance advice from NDIA portal
Reconcile total amount on bulk upload file versus what went into the bank account, identify errors
Resolve errors (if possible) and re upload file
CUSP is confident that this service module will allow organisations to concentrate on superb service delivery, confident that that payment resolution is taken care of.
Most organisations are keenly aware of the need for reporting; external stakeholders, funders, and Boards amongst others, all need reporting. As we move more firmly into the user-directed funding world, reporting is set to become even more critical as management teams looks for accurate, real-time information.
CUSP produces a standard set of operational reports to allow organisations to get a real-time view of their organisation, billing, total client revenue and utilisation (of staff time as well as service contracts) amongst others.
In addition, CUSP works with your management team to design and produce management reporting that allows organisations to stay agile as you respond to changes with your clients, staff and the NDIA.
If you’d like more details on CUSP and how it could help your organisation, please reach out directly to our General Manager, Rod Paine. Rod can be contacted via firstname.lastname@example.org or on mobile 0407 513 163.