Process an early or unplanned exit of a client from the program

Lumary DC - This article explains how to exit a program of support client from a group program

Clients on a program of support agreement have a 2 week notice period to end their agreement early. If a client fails to attend the program 4 weeks in a row, this constitutes an unplanned exit and also ends their agreement.

This article describes the process to follow when a client exits a program prior to the end of their agreement term.

Required packages and permissions

Available with:  Lumary DC 2.8 and later

Permission: Service Agreement Management

To exit the client, it is necessary to end date their group membership and service agreement items, and then remove them from sessions on the roster.

Step by step instructions are listed below:

1. Navigate to the client record.
2. Click into the Group Programs tab.
3. From the Group Programs list, click on the text link in the Name column for the applicable group.

This will open the Group Member page.

4. Click on the Edit button.
5. Set the Early Exit Notice Date if applicable.
6. Set the End Date to the final billing date for the agreement. This should be at most 2 weeks after the Early Exit Notice Date if applicable or at most 4 weeks past the most recent date on which the client attended the program.
7. Click Save.

This will return to the Group Member record. The next step is to end the service agreement auto-billing.

8. Click on the text link in the Agreement column of the Program of Support Services list for a Current service agreement item.
9. This will open the Service Agreement page.
10. Click the Amend button
11. Scroll to the bottom of the form and fill in the amendment reason.
12. Click Save.
13. Scroll down and locate the Items which show the Program the client is exiting from, and have the calendar icon, indicating that they are set to auto-bill.
14. For each item, select Edit from the drop-down menu.
15. Update the End Date on the item to match the End Date for the program.
16. Click Save
17. Repeat for each item if there is more than one.

The agreement will be in Draft status. If the End Date is still in the future, or the agreement includes other items which should continue to bill, ensure the agreement gets signed to return it to a status of Current.

The final step is to remove the client from any future sessions in the scheduling calendar or base roster.

18. Return to the client record and click back into the Group Programs tab.
19. Check the Upcoming Sessions list to see which group sessions the client is rostered to attend.
20. Navigate into each session that is after the End Date and Delete the client from the Clients Attending list.
21. Return to the Group Member page for the client.
22. Review the Schedule list to see which base roster sessions the client is rostered on.
23. Click on the text link for the roster. This will open the Base Roster calendar.
24. For each session on the calendar which the client needs to be removed from, right-click and select Modify Clients and Services.
25. Click on the bin icon next to the clients name to remove them from the session.
26. Click Save.
27. Repeat for any additional sessions which were ticked on the Schedule list of the Group Member.

After the End Date, the Group Member will show as Expired and their place will become available for a new client to join the group.