Niara Upgrade 26 June 2024

Update

Monday 1st July 1pm

We are pleased to let you know that the Niara system update was successful. You can now use the system as normal. We will let you know what the changes/enhancements are shortly. If you experience any issues or have any questions, please reach out to the Niara ICT helpdesk as per the communication sent out last week.

Monday 1^st July 9am  

IMPORTANT: Read only Niara access. The update to Niara is still in progress. Please do not make any changes in Niara. We will inform you when full access is restored.  

General Information

What is happening? 

Northcott are preparing to update our system with two new features that we require to support the upcoming NDIS pricing changes.  

All frontline staff need to be prepared in the event access to Niara is interrupted. This includes the Skedulo app for Support Workers. 

When will this upgrade occur?  

There two update outages:  

7pm to 1am this Wednesday 26^th June  

And  

10pm Sunday 30^th June to 5am Monday 1^st July. Please note that the outage planned for Sunday depends on a few conditions. If it does not take place, you will be informed. 

During this time, please do not log into the following applications:  

• Niara Desktop
• Niara Mobile (Skedulo App) 

When the updates are completed, you will need to restart your application.  

What do I need to do?  

Prepare for the updates by taking a screen shot of your roster from Wednesday 26^th June – Wednesday 3^rd July. Ensure the screenshot includes your shifts for the next seven (7) days at a minimum. You will need to take another screen shot if there are any changes to your roster before the upgrade start time. 

Screen Shot Instructions:  

1. Open and log into your Skedulo App
2.  Select “Agenda” on the bottom left-hand side of the screen 
3. Select “Week” view from your agenda. 
4. Select the date of the outage (Wednesday 26^th June 2024) and take the screenshot of the roster for the day 
5. Repeat step 4 for the following 6 days (i.e. 26/6 to 3/7) 

Your Service Coordinator and Service Manager have been instructed to ensure you are able to view customer documents/plans in their house OR direct you to the most appropriate hub to find this information.  

Shift Notes are to be completed on paper shift note templates OR you can write these on your mobile phone and copy into shift template once the system resumes.  

What if I have a problem accessing Niara after the outage? 

You can contact IT support via email at [email protected] or by calling 02 9890 0515. 

If you need support or guidance from a manager after business hours, you can contact the On Call Manager.  

Please ensure you have followed the steps noted above, before making this call.

1. Call the on-call officer on 02 8039 9755. If there is no answer, leave a voicemail and wait 10 minutes for a response.  
2. If the on-call officer does not return your call within 10 minutes, call your escalation manager on: 02 8039 9766 
3. If this call is diverted to voicemail, leave a clear message stating: 
   1. Your name  
   2. The site you are calling from
   3. A return contact number
   4. Brief description of the situation
   5. Any action that you have taken so far.