Fail to Cancel (FtC) Policy
There are occasions when Clear Links Support Ltd will make a charge for Client non-attendance at support sessions because of a failure to cancel that support. Please see below for a statement of our FtC (Fail to Cancel) policy.
Clear Links Support Ltd monitors attendance at support sessions. Clear Links will endeavour not to charge LAs or funding bodies for any sessions the Client has failed to cancel (FtC) which have not been investigated.
Clear Links takes all possible steps to minimise the number of FtC sessions charged to LAs or funding bodies. At the outset of the support process Clients are presented with a document explaining the terms and conditions on which support is offered. When the support is initially discussed with the Client, and prior to any appointments being made, the importance of attendance is stressed. We draw the Client’s attention to the fact that if they miss sessions regularly without good reason their funding body may withdraw support.
When a session is arranged between the Client and their support worker the worker has a responsibility to ensure that the Client is aware of the time and location and has confirmed their attendance.
The support worker keeps Clear Links informed of all non-attendances and cancellations and any irregular patterns or inadequate explanations are investigated.
Our support workers are advised that cancellation at short notice (less than 24 hours), or non-attendance by the Client, will be covered by one hour’s payment. Therefore it is Clear Links’ policy to make a charge to the Client’s DSA for missed sessions if less than 24 hours' notice of cancellation is given.
Our workers are also advised that they are obliged to wait for 15 minutes if the Client has not arrived. If the Client does not arrive during this time the worker is advised that they may leave and claim one hour’s pay. This guidance is in line with that provided by the DfES which states “There will be occasions where students (i.e. Clients) fail to attend sessions with non-medical helpers (NMHs) at short notice for reasons such as illness. In such circumstances we feel that the NMHs fee may still be paid from the DSA. NMHs may otherwise lose income for that day and incur travel costs. They may also have turned down other work on the cancelled date which they were not able to accept at the time of the offer because of the prior commitment but which was no longer available when the student (Client) cancelled the session”. Therefore it is Clear Links’ policy to make a charge to the Client’s DSA in such circumstances. However if the Client has not definitely confirmed their attendance prior to the appointment then the worker will not be entitled to claim for the session and a charge will not be made.
The terms of support include the automatic suspension of sessions following two successive missed appointments without satisfactory explanation or adequate notice. These will only be resumed after a referral back to the establishment at which the Client is studying. Support is re-arranged when Clear Links receives confirmation from the university or college that they have checked the circumstances related to the lack of attendance, and have agreed strategies that will result in future attendance. Clients are also advised that a continuing pattern of poor attendance, or unexplained absences, is likely to result in the complete suspension of support.
