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All the answers to your frequently asked questions
How to Resend a Create Password Email to a Guardian
How to Resend a Create Password Email to a Guardian If a guardian is having trouble logging in, they may receive the 'Invalid Email' error. This occurs if the guardian did not create a password in the initial email sent from Storypark Manage. To fix this, the centre can resend the original email and the guardian can create their login details. Step 1: Go to Families on the left-hand side menu. !(https://storage.crisp.chat/users/helpdesk/website/aca01dab19b6d800/screenshot-wwwccmss
How to Change a CCSS Claimant
Services may need to change the claimant if an alternate guardian is the eligible claimant with Centrelink or a different guardian wishes to pay the childcare fees. This help document will guide you through the steps on how to change a claimant for a CCSS enrolment. Step 1: Go to the families module and open the family profile. Step 2: Ensure the new claimant exists as a guardian. (If they do
Why is this Family/Child not Receiving CCS Subsidy? (How and Where to Check?)
If a child is not receiving any subsidy, there are a few places you can check. Follow the below instructions to check why a child's subsidy is not being received. Check the Child's Enrolment/Arrangement Status Check the child's CCSS enrolment and if it is confirmed. A CCSS enrolment must be on a confirmed status to be eligible for CCSS. The arrangement type must be a CWA. Step 1: On the left-hand side menu, click families and select the family account you wish to look into.
How to Update/View a CCSS Enrolment Status
An Enrolment Status can update if a centre manually enters in new information such as a CRN, if the guardian confirms the enrolment via MyGov, if Centrelink updates the status, or if an enrolment ceases automatically. To view or update an enrolment status, follow the instructions below. Step 1: Select the Families option from the menu bar. Step 2: Select the Child Name. !(https:/
What time do Storypark Manage automations run?
Storypark Manage has automated many of the time consuming tasks that are manual in other software products. This guide outlines some of those automations and the schedules that they run on. Users can also manually query CCSS interfaces, so they maintain control in the scenarios where they cannot wait until the next scheduled process to run.
How to Increase a Fee
Centres may wish to increase session fees due to a new calendar or financial year. Follow the instructions below to increase a fee within your service. Step 1: Select settings from the left-hand side menu. Step 2: Click on sessions and fees. Step 3: In the session and fees tab, locate the session you wish to change, click the 3-dot menu and select edit. !(https://storage.crisp.
Why are CCSS Adjustments Appearing on this Invoice?
Every week, Storypark Manage completes a set of automatic processes to ensure that the latest information from CCS and the child’s bookings are reflected correctly on a family’s statement. Adjustments can appear on invoices for many different reasons. In this help document we will cover the most common reasons as to why/how these can occur. CCS Government Benefits: Adjustments to Government rebates can occur on invoices, due to the following reasons: Varied atten
A Child's Enrolment has Recently been Confirmed, do I need to Withdraw and Resubmit Previous Session Reports to Trigger Rebates?
No, there is no need to withdraw and resubmit previous session reports to trigger subsidies. CCS will automatically reprocess any previously submitted session reports if applicable. Please note subsidy backdating can take up to 28 days, after this time if no subsidy has been back paid the guardian (CCS Claimant) will need to contact Centrelink. In some cases, the subsidy will be paid directly to the family (CCS Claimant). You can check this by viewing the [Session Report Subsidy](http
How to Change a Name on a CCSS Enrolment
CCSS Enrolments reflect the details provided to Centrelink by families. For instance, if the name on Centrelink is Ava Smith Thomas but it is Ava Thomas on Storypark Manage, the enrolment will reflect the former name provided to Centrelink. CCSS Enrolments reflect details provided to Centrelink and not to Storypark Manage. As a result, if a name needs to be changed on a CCSS Enrolment, the family will need to contact Centrelink to make the change. Unfortunately this is not someth
How to Add a Third Party Payer
In Storypark Manage, you will be able to add a third party payer in a family account. This is for instances where a third party agrees to pay for the child's fees. Examples include: the college that the guardian is studying at agrees to pay for the full child care fees or in the case of a child at risk, the Department of Child Protection. Step 1: Once you have logged on, click on families on the left-hand menu bar. !(https://storage.crisp.chat/users/helpdesk/website/aca01dab19b6d
Why haven't I received my activation or password reset email?
Why haven't I received my activation or password reset email? When your account is created in Storypark Manage, you will receive an email to create the password for your account. The account activation email will have a following subject line. We try to ensure that the emails are delivered to your inbox. However, depending upon your email client, it may end up in your spam or junk folder. Please follow the gui
Switching accounts for Centre Staff who are Guardians
Switching accounts for Centre Staff who are Guardians This article will assist you with switching between Service and Guardian mode, if you are a Staff member and also a Guardian for Storypark Manage using the same email address. Overview Usernames are based on email addresses, so if you have 2 different User Roles eg. Staff and Guardian and use the same email address, you will need to switch your views. Scenario Megan Carpenter is a Staff Member at Strong Roots Child Care Cen
How to set up a direct debit on a family account and set a debit limit?
How to set up a direct debit on a family account and set a debit limit? Setting up a direct debit is the easiest and most convenient way to receive the payments from families. Set up direct debit Step 1: Search for the families from the families listing screen. **Step 2: ** Click on the family name and open the family summary. Once opened, click on three dots and then click on e
How to Remove a Staff Member, Who has Finished at the Service
In Storypark Manage, you will be able to remove a staff member once they have finished at the service. Once they have been removed, they will no longer be able to access the details of the centre as a staff member. However, please note that if the staff member is also a guardian at the centre, they will still be able to login to Storypark Manage as a guardian. Step 1: Once you have logged into Storypark Manage, select settings from the left hand menu bar. !(https://storage.cri
How to Check CCSS Entitlements for a Child/Family
Services may need to check the CCS entitlements for a child to schedule sessions accordingly or to compare against their statements. This document will show you how you can complete this process. Step 1: Select families from the left-hand side menu bar. Step 2: Select the families account you wish to view entitlements for. !(https://storage.crisp.chat/users/helpdesk/website/aca01d
How to Update an OTAC
Updating an OTAC for CCSS This article will assist you with updating an OTAC code (B2B device) for the Xap program. Overview A One Time Activation Code (OTAC) is necessary to connect all CCSS approved providers to CCSS. This can be done via the authorised person's PRODA account. This may need to be completed by the owner or director of the service. Viewing the OTAC Status and Expir
What are the Storypark Manage system tags?
What are the Storypark Manage system tags? Tag Name & Colour: Name of the tag and the colour based on priority. Field: The field in the Child or Guardians information that triggers the tag Value: The value of the field that would trigger the tag Priority: What priority the tag is, this would define the colour of the tag. ![System Tags](https://storage.crisp.chat/users/helpdes
Nominee Unable To Sign Children In/Out
Nominee Unable To Sign Children In/Out If a nominee is unable to sign a child in/out, this could be due to one of the following reasons: 1. The nominee does not have a mobile number entered in If a nominee does not have a mobile number entered in, they will be unable to sign a child in/out. Please enter in their mobile number into the system. If they do not have one, you can enter a dummy email or mobile. Please follow the steps below to enter in an email address/mobile : *Step 1:
Staff & Guardian User Link Expiry Times
Staff & Guardian User Link Expiry Times This article will cover the expiry times for Staff and Guardian users. Overview There are 2 types of Users: Service - Staff using the Storypark Manage or Storypark Manage Kiosk programs Guardians & Carers - Using the Guardian Web Portal Service Guardians & Carers !(https://storage.crisp.chat/users/helpdesk/website/aca01dab19b
I can’t find a family in the families listing. How can I find it?
If you can't find a family, there could be couple of reasons. Follow the below instructions to search for the family you are looking for. Step 1: Select all statuses from the dropdown. By default archived family status is not selected. Step 2: Please search by guardian or child name instead of family name. Family name might have been changed and you might still be searching using the o
Managing End of Financial Year Processes 2021/2022 - CCSS Services
Managing End of Financial Year Processes 2021/2022 - CCSS Services This article will assist you with running a quick check on your Software prior to the Financial Year Lockout to ensure that you have met all of your CCSS Regulations. And that your Services are running effectively. This will allow you to get the most out of your Software. End of Financial Year Checklists Fee Increases Attendances & Bookings CCSS Session Reports CCSS Enrolment Errors Inclusion Support Case Claim
How to Assign a Child to a Preschool Session
Preschool aged child/ren who attend a preschool program at a centre‑based day care service may be entitled to an additional 36 hours of subsidised care per fortnight. This only applies to the preschool aged child/ren in the family. To flag attendances as preschool sessions, follow the instructions below. In order to claim this entitlement, two actions need to take place: Families need to make sure that the details about their child's attendance at a centre-based care service
Where can I see declined transactions?
Guardians will receive an email via their email client, or the Guardian Web Portal when a transaction fails, which also outlines the reason for the failure. Services will see declined transactions on the Scheduled Payment Screen, by filtering by declined status. Select Payments and Billings from the left hand menu, then select the Scheduled Payments tab. Use the filter tool to refine resul
How do I adjust a session of care for a period prior to starting with Storypark Manage?
How do I adjust a session of care for a period prior to starting with Storypark Manage? Identify the child and and affected weeks that need to be adjusted. On the Session Reports screen, select Bulk Action, Query CCS. ![Query C
How do I check for declined scheduled transactions?
How do I check for declined scheduled transactions? Click on the Payments and Billing screen, select the filter option. Payments Screen In the Filter screen, filter for Declined in the Status section and set the date range for the period in question. Filter The results will show all failed paym
Why does my ‘Last Bill’ show as $0 on my first invoice show as $0?
Why does my ‘Last Bill’ show as $0 on my first invoice show as $0? When your service migrates from another software vendor to the Storypark Manage platform, past statements or invoices are not migrated. Storypark Manage only migrates the outstanding balance for each parent account. Therefore, when guardians receive a first invoice from Storypark Manage platform, they will see last bill as $0.00 on their invoice as shown on the screenshot below. The outstanding balance migrated would be incl
Help Page - COVID-19 - NSW Information
Help Page - COVID-19 - NSW Information This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. On Friday 14th January the NSW Government held a Webinar to discuss the new changes for Managing COVID-19 within ECEC Services. [Link to NSW Government Webinar recording](https://education.nsw.gov.au/early-childhood-education/coronavirus/managing-covid-cases?mc_cid=c95f94a0a8&
Managing Vacation Care Periods
Managing Vacation Care Periods This article will assist you with best practices and processes to manage Vacation Care periods at your Service within Xap. Overview These process will relate to you if your Service is either: Stand-alone Vacation Care or Straight Outside School Hours Care (BSC/ASC & VAC) Things to Consider How are you providing the Vacation Ca
COVID-19 - Service Management Bookings & Ceasing Care
COVID-19 - Service Management Bookings & Ceasing Care This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. Staffing To assist you with managing your required staff vs Children on the premises: Run an Attendance report for today from the Bookings & Attendances Screen > Rolls Screen. See: [Roll Screen Reports](https://help.xap.rocks/en/article/rolls-screen-rep
COVID-19 - Service Management GAP & Billing Management
COVID-19 - Service Management GAP & Billing Management This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. GAP Until 30 June 2022, services can waive the gap fee and receive Child Care Subsidy (CCS) if a child is unable to attend care for one of three reasons. They, or a member of their immediate household, must isolate due to COVID-19. The service, or
Help Page - COVID-19 Links & Guides
Help Page - COVID-19 Links & Guides This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. Family Communication COVID-19 - Family Communication Service Management [COVID-19 - Service Management GAP & Billing Management](https://storyparkmanage.crisp.help/en/article/covid
Managing End of Year Processes in Storypark Manage
Managing End of Year Processes in Storypark Manage This article will assist you with managing end of the calendar year processes in Storypark Manage. Overview At the end of the year, some Services may choose to close for periods. This may be for: Public holidays Days other than Public Holidays Other things that you may change for your Service could be: Changing/Updating your Fees Or changing your Operational hours Closing Rolls eg. ASC/BSC but still running VAC Stopping T
COVID-19 - Family Communication
COVID-19 - Family Communication This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. Family Communication Communicating with your Families during this period is key to ensure that all important information is being provided to them. Some of the items that will help your Families are: Absences Many Families are keeping their children home due to sickne
COVID-19 Service Management Operational Information
COVID-19 Service Management Operational Information This article contains the links to the various Storypark Manage Guides to assist you with managing COVID-19 related processes for your Service within the Storypark Manage program. Operational Status You may need to change your Operational Status information, depending on your Services situation. [Operational Profile – CBC/Kindy-Preschools](https://storyparkmanage.crisp.help/en/article/how-to-manage-your-operational-profile-cbc-1m4k1
COVID-19 - FAQ's & GOVT links
COVID-19 - FAQ's & GOVT links FAQ's Can I still waive the GAP? YES, until the 30th June 2022 Services can waive the GAP Fee and receive the CCSS if a child is unable to attend care. For further information regarding these requirements: DESE – GAP Fee Waiving How many absences do Families get? Families can get up to 42 Allowable absences per child per financial year with the additional 10 being added. For further in
User Access - Setting Default User Preference
User Access - Setting Default User Preference This article will assist you with setting your default user login for Storypark Manage. Overview If your user access is set to Organisation/Provider Role, where you have access to more than 1 Centre, you can set your login preference. Setting your default Log into Storypark Manage using your Email address and Password Select the name of y
Storypark Manage Resources for Services & Families
Storypark Manage Resources for Services & Families This article will contain resources to assist you with Family Education and also managing processes at your Service. They will be PDF's or Word documents that you can print out or share with Families, including: Storypark Manage Storypark Manage APP for Educators Kiosk Family Marketing Storypark Manage Family Welcome Pack pdf Blank Sign in/out Sheet [Top Recommended Reports](https://xap.net.au/wp-content/uploads/
What are the email statuses shown in Storypark Manage?
There are a number of different statuses that email can have in the email history screen in Storypark Manage. The below table details these statuses and necessary actions.
How to Increase a Fee Template
How to Increase a Fee Template Centres may wish to increase session fees due to a new calendar or financial year. Follow the instructions below to increase a fee within your service. Step 1: Select settings from the left-hand side menu. Step 2: Click on sessions and fees. Step 3: In the session and