# Customer Service Management : Comm.care Bootcamp Welcome to the Comm.care BootCamp program. Over the past 10 years, we've helped hundreds of companies like yours set up their businesses in Comm.care, which inspired the creation of this BootCamp program. Managing an organisation in the care economy is a big challenge, with reporting requirements similar to a large government department but with the budget of a small business. At Comm.care, we've developed a step-by-step setup process to ensure a smooth onboarding experience without wasting any time. If you wish to pause the program—whether you’re waiting for your first client, completing an audit, deciding on the best software for your organisation, or any other reason——simply reach out to us, and we’ll pause the onboarding process until you’re ready. ## Bootcamp progress Over the next four weeks, we will guide you on the best path to set up your organisation from basic information like adding services to invoicing your first clients with just a few clicks. Each week will focus on a specific area, helping you build a strong foundation and enabling you to use Comm.care efficiently.  So, let’s get started... --- ### Week 1: Basic Setup  This week, we will set up your services, create user profiles for employees, and configure your accounting and billing details. Design and create NDIS services. Services define what you provide to your clients. Imagine you're opening a restaurant; your services are like your menu. They detail what you're going to offer and their pricing. Setting up your NDIS services can be time-consuming, but with Comm.care, it doesn’t have to be. Just share your NDIS registration groups and the services from your PAPL, and we’ll handle the rest. 😎 Once we have the details, we’ll start setting everything up for you. Navigating the complexities of NDIS support categories and thousands of line items can be overwhelming, but our platform makes it simple — you can group multiple line items under a single service or support category, saving you the hassle of creating separate services for each one. Set up services under other funding sources. Are you providing services under different funding sources? With Comm.care, you can easily create and manage services funded by various sources, such as NDIS Group Services, DSS CHSP, Client Fee for Services and many more. Click the link below to view the tutorial on how to set them up. [Using organisation services in Comm.care](Using%20organisation%20services%20in%20Comm.care.md) Set up staff profiles. Let's get your team set up in Comm.care. With Comm.care, you can easily manage your staff and volunteers. You can create staff profiles, control access levels, handle NDIS staff rostering, and manage their information for auditing purposes, all in one place. By centralising all staff information on a secure platform, you can effectively coordinate with your team and ensure that all your data is protected. [How to create new users](How%20to%20create%20new%20users.md) Set up an organisation profile for invoicing and accounting. This step ensures your organisation profile contains all the necessary information to create invoices and export data to your accounting software, such as Xero, QuickBooks, and MYOB. Although we are not covering invoicing and accounting in detail yet, the proper setup will prevent errors in the future. [How to set up invoicing organisation info on Comm.care](How%20to%20set%20up%20invoicing%20organisation%20info%20on%20Comm.care.md) --- ### Week 2 - Participants Onboarding  Attracting new NDIS clients is just the first step in growing your NDIS business. Once you've signed up a new participant, the onboarding process begins. This week, we will guide you through onboarding your clients and creating a Circle of Care for each. This process includes setting up support plans and goals, assigning support workers, tracking fund usage, managing documentation, and creating rosters. Onboard participants. **A Circle of Care** is a comprehensive hub for all information related to your client on Comm.care. Each client has a dedicated **Circle of Care** where assigned support workers can access activities, appointments, documents, delivered services, and details about everyone involved in the client's care. [How to create Circle of Care](How%20to%20create%20Circle%20of%20Care.md) Set up NDIS Provider Travel service. **NDIS Provider Travel** allows you to claim travel-related costs for visiting participants. This covers the time and expenses for workers travelling to and from a participant's location. [How to invoice Provider Travel in Comm.care](How%20to%20invoice%20Provider%20Travel%20in%20Comm.care.md) Set up Activity Based Transport service. **Activity Based Transport**’s goal is to provide your clients with the necessary transportation to engage in community participation or capacity-building support activities. The tutorial below will guide you on how to effectively handle services, roadmap, appointment, progress notes, and invoices. [How to invoice Activity Based Transport in Comm.care](How%20to%20invoice%20Activity%20Based%20Transport%20in%20Comm.care.md) Set up 24/7 services. If you’re offering **24/7 services** (SIL or STA), you need a proper process to manage and claim these services. The tutorial below will guide you on setting up services, scheduling appointments, and claiming efficiently. [Short Term Accommodation - STA](Short%20Term%20Accommodation%20-%20STA.md) Create and manage participant records. On Comm.care, the Timeline feature provides a single view of your client records, including communication notes and updates added by your team after service delivery. With Timeline, all staff involved in the participant’s care can easily access documents and progress notes. The Timeline streamlines the retrieval of essential information about the participant, ensuring comprehensive and efficient care. [Timeline - Working with the persons records](Timeline%20-%20Working%20with%20the%20persons%20records.md) --- ### Week 3 - Organisation Management  You’re almost there! Over the past two weeks, you’ve onboarded your clients, added services, and created staff profiles. This week, we will guide you on using Comm.care to effectively schedule your team, monitor service quality, and track billable hours, preparing you for invoicing next week. We organised the content so that you can quickly become familiar with Comm.care. Soon, everything you learn this week will become a part of your typical day using Comm.care. Here’s what we’ll focus on: Roster case workers. A company roster is essential for a community care organisation. It helps you efficiently manage and schedule your staff, stay compliant with regulations, and keep your clients happy. An organised roster ensures effective communication among team members, accurate performance tracking, and better labour cost management. As a result, your operations can run smoothly and your clients receive high-quality care. [Workforce rostering](Workforce%20rostering.md) Create group appointments. If you're providing group services, setting up appointments correctly is crucial to keeping activities running smoothly for all participants. We’ll help you make sure that all the relevant details are included in the appointment, keep records accurate, and ensure efficient group service delivery. [Creating Group Appointments](Creating%20Group%20Appointments.md) Monitor service delivery. You can monitor service delivery by regularly reviewing the Stream, which shows the latest activities within your organisation. Use filters to search for specific activities, like progress notes. You can then provide feedback, support case workers, or request more information directly on the notes. This thorough review process ensures high-quality care, maintains standard business practices, and ultimately sets you apart from other providers.  Manage staff certifications. Monitoring staff certifications is essential as it ensures compliance, maintains high-quality care, enhances safety, and builds trust with clients. It also helps you match qualified staff with the right clients and helps identify any training needs. In this step, we’ll guide you through adding your staff certifications to Comm.care and creating reminders to manage the renewal process effectively. Please refer to the tutorial below for the full process. [Manage Staff Certifications](Manage%20Staff%20Certifications.md) Validate billable hours. It's Friday! This is the perfect time to ensure that all care workers have recorded their service deliveries for the week. Comm.care’s organisation calendar tracks all time spent on both scheduled and ad hoc services provided by your staff. By validating these hours, you ensure that every service is accurately accounted for, ensuring precise invoicing and payroll. [About Organisations Calendar](About%20Organisations%20Calendar.md) Additionally, you can complete the onboarding of any remaining participants from Week 2. --- ### Week 4: Invoices and Payroll Processing  Finally, we’ve made it to Week 4! It’s time to bring all your hard work together. Over the past weeks, we’ve set up your account, created employee profiles, onboarded your clients, managed rosters, and validated billable hours. This week, we’ll finalise everything by invoicing your participants and processing payroll. This step includes generating invoices and exporting the data for payroll. Validate billable hours. Last week, we have validated billable hours using Organisation’s Calendar to ensure precise invoicing and payroll. If you haven’t completed this step yet, you can follow our tutorial by clicking the link below. [About Organisations Calendar](About%20Organisations%20Calendar.md) Invoice your clients. Whether you provide services for clients under NDIA-managed, plan-managed, self-managed, or CHSP contribution plans, Comm.care can simplify the invoicing process. Follow the steps in the tutorials below to get started. [Invoicing NDIS for NDIA-Managed Participants - Bulk Upload](Invoicing%20NDIS%20for%20NDIA-Managed%20Participants%20-%20Bulk%20Upload.md) [Invoicing NDIS Plan-Managed Participants](Invoicing%20NDIS%20Plan-Managed%20Participants.md) [Invoicing NDIS Self-Managed Participants](Invoicing%20NDIS%20Self-Managed%20Participants.md) [Invoicing Client fee for Service and CHSP contribution](Invoicing%20Client%20fee%20for%20Service%20and%20CHSP%20contribution.md) Export timesheets and process payroll. Now that you’ve sent the invoices to participants, it’s time to export the timesheets into your accounting or payroll system. The tutorial below will show you how to easily generate a staff hours report in Comm.care. [Running Reports](Running%20Reports.md) ## Employee Onboarding During the 4-week bootcamp, our team will also provide content to help onboard your employees. This content will assist your staff in learning how to: - Manage their availability and certifications - Use Comm.care on their mobile devices - Become familiar with daily tasks such as reviewing their roster and keeping track of billable hours - For Coordinators - they will learn how to keep track of non-face-to-face billable hours