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Frequently Asked Questions

Q.  When will my services start?

A.  This depends on the length of our wait-list. Within two weeks, a Client Care Supervisor will contact you to make an appointment to see you at your home. She will then contact you every two weeks to keep you updated about when an assessment and services may start.

Q.  How do I pay?

A.  There are five different ways to pay. You will receive a monthly invoice for services. You can pay by cheque, telephone banking, Internet banking, at the bank, or through pre-authorized payments to CHATS.

Q.  Do I need money to pay the Support Worker when they come?

A.  No, you pay directly to CHATS, using one of the above five payment options.

Q.  What if I want to go on holiday?

A. Please call the office at least 24 hours before-hand and let the Service Coordinator know when you are leaving and when you expect to be back.

Q.  What do I do if I need to cancel because of an appointment or another conflict?

A.  Please call the office 24 hours ahead of your CHATS appointment and ask to cancel or re-book that appointment.

Q.  Can we leave a key under the mat if we are out?

A.  No. CHATS staff cannot work in your home when you are not home.

Q.  Will I always have the same Support Worker?

A.  The Service Coordination team does its best to keep consistency and continuity for your service. We do, however, recommend that there be more than one staff trained in your home for coverage reasons.

Q.  If I need to cancel with less than 24 hours due to an emergency, will I still be billed?

A.  CHATS will assess each situation, however, we do require a 24 hour cancellation notice. Clients may be billed even if service is cancelled.


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