Frequently Asked Questions

1. PurposeCentered is committed to providing consistent, high-quality clinical care and to supporting each client's treatment goals. Reliable attendance is a core part of effective therapy: missed or late sessions can disrupt clinical progress, limit appointment access for other clients, and affect the therapeutic relationship. This policy establishes clear, consistent expectations for scheduling, cancellations, late arrivals, and no-shows, and describes how Centered upholds its ethical obligations to clients when attendance concerns arise.Grounded in the NASW Code of Ethics, including Standard 1.01 (Commitment to Clients), 1.03 (Informed Consent), 1.15 (Interruption of Services), 1.16 (Referral for Services), and 1.17 (Termination of Services).2. Scheduling & Confirmation•       Appointments are scheduled directly with your clinician or Centered's front-office team, by phone, secure client portal, or in person.•       Clients will receive a reminder (by text, email, or phone, per the communication preference on file) in advance of each scheduled session.•       It is the client's responsibility to confirm and keep track of scheduled appointment times, even if a reminder is not received due to a technical issue.3. Cancellation NoticeCentered requires at least 24 hours' notice to cancel or reschedule an appointment. This allows the appointment time to be offered to another client who may be waiting for care.•       Cancellations may be made by phone, secure message through the client portal, or email, and are confirmed once acknowledged by Centered staff.•       Cancellations made with less than 24 hours' notice are considered late cancellations and are treated the same as a no-show for the purposes of this policy, except where the exceptions in Section 8 apply.4. Late ArrivalsClients arriving late will be seen for the remainder of their scheduled time whenever possible; sessions will not be extended beyond the original end time out of respect for the next client's appointment. A client who is more than 15 minutes late without prior notice may be treated as a no-show at the clinician's discretion, particularly if there is insufficient time remaining to conduct a clinically meaningful session.5. No-Shows and Missed-Appointment Fees•       A "no-show" is an appointment the client does not attend and does not cancel with at least 24 hours' notice.•       A missed-appointment fee of $75 may be charged for a no-show or late cancellation. This fee is the client's responsibility and is not billed to insurance, consistent with most payer contracts.•       Fees, if any, will be disclosed in writing and reviewed with the client during intake as part of informed consent, before they are ever applied.NASW Standard 1.13 (Payment for Services) and 1.03 (Informed Consent) require that fee practices be reasonable, clearly explained, and understood by the client in advance.6. Pattern of Missed AppointmentsOccasional missed sessions happen. When attendance issues become a pattern (generally two or more missed or late-cancelled sessions within a short period), Centered will take the following steps before any decision is made about continuing services:•       The clinician will reach out directly to the client (by phone and/or secure message) to check in, understand any barriers to attendance, and problem-solve around scheduling, transportation, telehealth access, or other obstacles.•       The clinician will document each missed appointment and each outreach attempt in the client's clinical record.•       The clinician will consult with a clinical supervisor or director, as needed, before making any decision about the client's continued care.This reflects NASW Standard 1.01 (Commitment to Clients) and the ethical expectation that social workers make active, documented efforts to reconnect with clients before considering any change in the course of treatment.7. Continuity of Care & Non-AbandonmentCentered does not discontinue services abruptly. If ongoing non-attendance means that continuing outpatient treatment is no longer appropriate or effective, Centered will:•       Notify the client in writing of the concern and the possible need to end or transfer care.•       Make reasonable efforts to reach the client and discuss options before any termination decision is finalized.•       Provide referrals to at least one appropriate alternative provider or level of care, and assist with the transfer of records upon the client's written consent.•       Avoid abrupt or precipitous termination except where continuing to hold an open, unused appointment slot would be clinically inappropriate or would prevent other clients from accessing care.This section directly implements NASW Standard 1.15 (Interruption of Services), 1.16 (Referral for Services), and 1.17 (Termination of Services), which prohibit abandoning a client still in need of services and require reasonable continuity-of-care planning.8. Telehealth AppointmentsTelehealth sessions are held to the same attendance, cancellation, and notice standards as in-person appointments. Clients are responsible for ensuring a private, stable connection at the time of their session. Technical difficulties on the platform side (not attributable to the client) are not counted as a late cancellation or no-show, and the clinician will document the circumstances and offer to reschedule promptly.9. ExceptionsCentered recognizes that some circumstances are outside a client's control. Fees may be waived and attendance history adjusted, at clinical or administrative discretion, for documented emergencies, sudden illness or hospitalization, severe weather, bereavement, or safety concerns (including situations involving intimate partner violence or crisis). Clients are encouraged to communicate these circumstances as soon as possible.10. Documentation & ConfidentialityAttendance records, cancellation notices, and outreach efforts are documented in the client's clinical record and are protected under the same confidentiality standards that apply to all clinical information, consistent with NASW Standard 3.04 (Client Records) and applicable state and federal law (including HIPAA).11. Client AcknowledgmentI have received, read, and understand Centered's Client Session Attendance, Cancellation & No-Show Policy, including the notice requirements, fee structure, and continuity-of-care commitments described above.

1. Purpose & ScopeThis policy governs cancellations, transfers, and refunds for all trainings and workshops offered by Centered, whether delivered in person, live online, or in a hybrid format. It applies to every registrant from the point registration is confirmed through the date of the training.2. How to CancelCancellation requests must be submitted in writing to Centered's training coordinator by email. A cancellation is not effective until Centered has acknowledged receipt of the request; a voicemail, text message, or informal notice to a presenter does not constitute a valid cancellation.3. Refund ScheduleRefunds are calculated based on the date Centered receives the written cancellation request, relative to the training date:•       30 or more business days before the training: 75% refund of the registration fee.•       14–29 business days before the training: 50% refund of the registration fee.•       Fewer than 14 business days before the training: no refund will be issued, for any reason.Modeled on NASW's own National Conference cancellation policy, which uses a tiered refund schedule (75% / 50% / no refund) rather than a discretionary fee.4. No-ShowsA registrant who does not attend and does not submit a written cancellation is considered a no-show. No-shows are not eligible for a refund, a credit, or a certificate of completion, under any circumstances.5. Transfers•       Registrations are non-transferable to another individual; Centered cannot substitute a different attendee onto an existing registration.•       A registrant may request to move their own registration to a future offering of the same training, subject to availability, if the request is received 14 or more business days before the original training date. A transfer request received with less notice will be treated under the refund schedule in Section 3.•       Each registration may be transferred no more than once.6. Cancellations, Postponements & Changes Initiated by CenteredCentered reserves the right to cancel, postpone, or reschedule a training due to low enrollment, presenter unavailability, or other unforeseen circumstances. If Centered cancels or postpones a training, registrants will be notified as soon as possible and offered, at their choice, a full refund or a transfer to a future session at no charge. This full-refund option applies regardless of how close to the training date the cancellation occurs, since the decision was not made by the registrant.7. Extenuating CircumstancesCentered recognizes that some circumstances are outside a registrant's control. A refund or credit outside the standard schedule may be granted at Centered's discretion for documented emergencies, sudden illness or hospitalization, severe weather, bereavement, or safety concerns. Registrants are encouraged to communicate these circumstances in writing as soon as possible, along with any supporting documentation Centered may reasonably request.8. Refund ProcessingApproved refunds will be issued to the original method of payment within 30 business days of Centered's receipt of the written cancellation request. Registration fees paid by an employer or third party will be refunded to that payer, not to the individual registrant, unless otherwise documented at the time of registration.9. Fee Disclosure & Informed ConsentRegistration fees, the refund schedule, and the no-refund policy for no-shows are disclosed to registrants at the time of registration, before payment is collected.Consistent with NASW Code of Ethics Standard 1.13 (Payment for Services), which calls for fees to be fair, reasonable, and clearly communicated in advance.10. QuestionsQuestions about this policy, or requests for an exception under Section 7, should be directed to Centered's training coordinator at [email] or [phone].

1. Purpose & ScopeThis policy applies to all participants registered for trainings and workshops offered by Centered, whether delivered in person, live online, or in a hybrid format. It sets out registration, attendance, and cancellation standards so that participants know what is required to receive a certificate of completion, and so that Centered maintains consistent, auditable attendance records.Aligned with the NASW Standards for Continuing Professional Education and the NASW Code of Ethics, Standard 1.01 (Commitment to Clients) and 4.01 (Competence), which call for reliable, well-documented professional development practices.2. Registration & Confirmation•       Registration must be completed in advance through Centered's registration system or by contacting Centered's training coordinator.•       Participants will receive a confirmation email with the date, time, format (in-person/virtual), location or platform link, and any pre-work required for the session.•       Registration is not considered complete, and a seat is not guaranteed, until any required payment or fee is received.3. Attendance ExpectationsParticipants are expected to attend the full scheduled program in order to receive a certificate of completion. Centered will state any minimum attendance requirement for a specific training in the registration materials.•       Attendance is monitored and documented for every session (see Section 4).•       Participants who do not meet the attendance requirement for a given training will not receive a certificate of completion for that session.4. Sign-In, Sign-Out & Monitoring•       In-person participants must sign in at the start and sign out at the end of the session (and after any breaks, if requested by staff).•       Virtual participants must remain logged in and visibly active on the training platform; login/logout timestamps and, where used, engagement or polling data serve as the attendance record.•       It is the participant's responsibility to ensure their sign-in/sign-out or login information is accurately recorded before leaving the session or platform.5. Late Arrival & Early DepartureParticipants are expected to arrive on time and remain for the full scheduled program.•       Arriving more than 15 minutes late or leaving before the program concludes may affect eligibility for a certificate of completion, at the presenter's or coordinator's discretion.•       Participants who know in advance they will need to arrive late or leave early should notify Centered's training coordinator so expectations can be clarified before the session.6. Cancellation & Refund PolicyWritten cancellation requests must be submitted to Centered's training coordinator. Refunds are issued on the following schedule, based on the date the cancellation request is received relative to the training date:•       30 or more business days before the training: 75% refund of the registration fee.•       14–29 business days before the training: 50% refund of the registration fee.•       Fewer than 14 business days before the training: no refund will be issued, for any reason.•       Registrations are non-transferable to another individual. A registrant may request to move their own registration to a future offering of the same training, subject to availability, if the request is received 14 or more business days in advance.•       Refunds will be processed within 30 days of Centered's receipt of the written cancellation request.•       Centered reserves the right to cancel, postpone, or reschedule a training due to low enrollment, presenter unavailability, or unforeseen circumstances; registrants will be notified as soon as possible and offered a full refund or a transfer to a future session.Modeled on NASW's own National Conference cancellation policy, which uses a tiered refund schedule (75% / 50% / no refund) rather than a discretionary fee, does not permit transferring a registration to another person, and gives no refunds for no-shows.7. No-ShowsA registrant who does not attend and does not cancel in advance is considered a no-show. No-shows are not eligible for a certificate of completion or a refund, and will not automatically be rescheduled into a future session without a new registration and payment of the registration fee.8. Accessibility & Accommodation RequestsCentered is committed to making its trainings and workshops accessible to participants with disabilities. Requests for accommodations (such as materials in an alternate format, captioning, or physical accessibility needs) should be submitted to Centered's training coordinator at least 10 business days before the event, including a contact name, phone number or email, and a description of the accommodation requested. Centered will make reasonable efforts to provide accommodations consistent with the Americans with Disabilities Act (ADA).9. Grievances & ComplaintsParticipants with a concern or complaint about a training, workshop, or instructor should notify Centered's training coordinator or Director in writing within 30 days of the event. Centered will review and respond to the grievance within 30 days of receipt.10. Confidentiality & RecordingCase material, client vignettes, or personal disclosures shared during a training are confidential and may not be recorded, photographed, or shared outside the session without express permission. Centered may record sessions for archival or accessibility purposes; where a session is recorded, participants will be notified at registration and at the start of the session.11. Certificates of CompletionCertificates of completion will be issued within [X] business days following the training, to participants who met the attendance requirement in Section 3. Centered retains attendance records, sign-in sheets, and evaluation forms as part of standard recordkeeping.12. Participant AcknowledgmentI have received, read, and understand Centered's Training & Workshop Attendance Policy, including the attendance expectations, cancellation terms, and grievance procedure described above.