> ## Documentation Index
> Fetch the complete documentation index at: https://handbook.helendelovely.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Scheduling, Cancellations, and No-Shows

> How your calendar works, and what happens when clients cancel or don't show.

The front office runs scheduling. You set your availability; they fill it. This page covers the parts that touch you directly. The step-by-step lives in SOPs 05, 06, and 07.

## Your availability

* Your four working days are set at hire. Within them, you set your available session blocks in PracticeOS.
* Keep your availability accurate at least four weeks out. The front office books from it.
* Block time for notes, supervision, and the weekly touchpoint. Don't let sessions fill every slot.
* Changes to standing availability go to the front office with at least two weeks' notice, so booked clients aren't displaced.

## Session limits

Eight sessions a day, 32 a week, maximum. The front office won't book past it, and you shouldn't either. If your caseload is full, tell the front office and they'll manage the waitlist.

## Cancellations

The practice's cancellation policy is in the client agreement: clients cancel with at least 24 hours' notice or the session is charged at the applicable rate. The front office manages the policy and the charge. Your role:

* Don't waive the fee yourself. If you think it should be waived, tell the front office why and Helen decides.
* If you cancel on a client, give as much notice as possible, through the front office, and offer a reschedule.

## No-shows

When a client doesn't show:

1. Wait 15 minutes. Try to reach them through PracticeOS (not your personal phone).
2. Document the no-show in the record.
3. Tell the front office, who follows up per SOP 07.

A no-show from an at-risk client is a safety question, not just a scheduling one. If a high-risk client misses a session and can't be reached, follow the [Crisis and safety protocol](/clinical-practice/crisis-and-safety-protocol).

## Rescheduling

Clients reschedule through the front office, not directly with you. If a client asks you in session, say yes and let the front office handle the calendar. This keeps the record accurate and keeps you out of the logistics.

## Time off

Sessions are moved before you're out. See [Time off and the four-day week](/pay-and-time-off/time-off-and-the-four-day-week).

## Session counts and pay

Only completed sessions count toward the production bonus. Late cancellations and no-shows don't, even if the client is charged. The base salary is what protects you.