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Frequently asked questions


Can the additional care variations go on a separate line so commissioned value can still be paid if the variation goes over tolerance?

This won't be possible.  Actuals are all inputted on one line per week per agreement.  If a line of care goes over a tolerance the provider will need to contact the care arranging service to request a temporary variation to the contract. (However we will take this forward to see if there is an alternative process we can look at).


Will there be duplication of work - invoices created in Sage and then again in the portal?

The detailed invoice should be in the portal - an amount against an invoice number can be inputted into Sage to stop the duplication of detail.


Can you print the invoice for backup/audit purposes on other systems?

Once an invoice has been created in the portal, you are able to copy the invoice and paste it into a spreadsheet with all the detail of the invoice.


What is the character limit on comments when rejecting or confirming scheduled payments?

7,500 characters.


Can the portal be used for more than just financial information, eg informing about safeguarding issues?

The sole purpose of the portal is to be used for financial and contractual information only.  All safeguarding issues would still need to be raised via the current system.


What time frames will be put in place to resolve/respond to queries within the portal?

These will be based on current customer care standards and issued for go live.


What happens when a service user has multiple care package line Items?

There will be a unique ID number with in ContrOCC to identify each CPLI. This will appear on the hard copy of the ISO that would be available in the portal.


How will I be able to communicate to social work staff regarding missing care package line Items?

All queries regarding the commissioning and provision of individual services can be directed to the care arranging team and they will investigate on your behalf.


How will we be trained on the provider portal?

Training videosand user handbooks are available.


Do I submit an invoice in via the portal in the current four week period schedule?

Yes, the current four week invoicing cycle will remain.


What Norfolk County Council teams will I be able to communicate with through the portal?

You will be able to communicate with the Payments Team, Care Arranging Service, Procurement and the Billing Team.


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