Professional Services Agreement Between Arcora and Clinical Affiliates
Providing Counselling Services
Arcora is a leading provider of employee/member, business, and management assistance programs offered to Canadians. As part of these group benefit assistance plan services, Arcora offers psychosocial counselling to covered individuals and/or family members (“Client(s)”). This counselling support is provided to Arcora’s Clients through referrals to Arcora’s national network of independent, highly qualified counselling professionals (“Clinical Affiliate(s)”). Individuals who are referred to a Clinical Affiliate remain Clients of Arcora. Referrals and case management are facilitated and coordinated by Arcora’s qualified staff (“Clinical Coordinator(s)”).
All Clinical Affiliates within Arcora’s network are required to sign this professional services agreement (“Agreement”) to agree to the scope of their obligations to Arcora and confirm their understanding of the Arcora approach, standards, and relevant operational processes.
1.0 SERVICE SCOPE
1.1 Scope
The support available through all Arcora assistance programs is intended to be goal-oriented, outcome-focused and evidence-based. Therefore, the most suitable counselling methodologies are those that are tailored to meet the Client’s presenting issue and stated goals as assessed by the Clinical Affiliate. Therapeutic approaches focusing on concrete solutions, practical tools, problem-solving strategies and strength-focused skill building are in high demand by Arcora Clients. Arcora’s characteristics include a stay at work/return to work philosophy embedded in all programs, custom solutions to best meet client needs and a unique individual/counsellor matching process. Arcora does not require a threshold of Client impairment or capacity to be considered eligible for program access, within the scope of outpatient counselling services as mentioned above. We pride ourselves with building a network of Affiliates who use the best-fit therapeutic approach to meet the Client unique needs while providing high quality, supportive and impactful clinical care.
Arcora’s services are available in multiple modalities, including face-to-face, telephone or video through use of PIPEDA compliant technology.
Clinical Affiliates must remain neutral in connection with the services provided to Arcora Clients pursuant to this Agreement. Unless explicitly discussed in the initial request for counselling, Clinical Affiliates shall not make diagnoses or recommendations about legal, medical or work-related matters based on information gathered from Arcora sessions. Arcora Clinical Affiliates shall not participate in labour relations, disability assessments or act as expert witnesses in court. Clinical Affiliates shall not write reports or letters, which may place Arcora in a conflict of interest with the employer.
1.2 Hours available
Counselling hours available to Clients differ, depending under which program the Client is covered. Each referral sent to a Clinical Affiliate will clearly note the available hours for that Client. This information will also appear in the Client’s profile in e-Tera™, Arcora’s database and reporting tool. Arcora relies on prompt reports and invoicing from Clinical Affiliates as, in some cases, available hours may be affected by a family member’s shared program usage. It is the Clinical Affiliate’s responsibility to monitor available hours during treatment. In some cases, additional hours may be authorized, but these must be confirmed by Arcora prior to any further treatment. Invoices for hours exceeding the maximum authorized will not be honoured.
If all available hours have been used by the Client and/or their family members, Clinical Affiliates may choose to continue to see a Client on a private basis. Sessions delivered while the Client is a private client do not qualify for Arcora compensation.
Session coverage renews at the beginning of every calendar year. If the Clinical Affiliate has a current open file, they may continue to see the Client and continue to number their sessions chronologically. Hours that are not used from the previous year are not carried forward.
1.3 Missed appointments and cancellations
If at least 24 hours’ notice is not provided for cancellation/change of appointment, or a Client fails to attend an appointment, the Clinical Affiliate may charge a cancellation fee directly to the Client. All Clients are advised of this during their intake process and agree to it when signing their Arcora consent form (“Consent Form”). The Clinical Affiliate is encouraged to discuss their no-show/late cancellation policy and rate with the Client during the initial session. Arcora will cover one no-show/late cancellation fee per referral on a Client’s behalf, at the Arcora rate. This will count towards a Client’s total hours of allotted service on their plan and as such, cannot exceed a plan’s available hours.
1.4 Client loss of employment
Clients who leave their employment during a course of treatment lose their counselling benefits coverage. In some cases, a wrap-up session may be available. Clinical Affiliates are required to advise Arcora immediately if a Client discloses their employment status has changed.
2.0 REFERRALS
Once the Client has contacted the Clinical Affiliate, or once the Clinical Affiliate has received the referral information to contact the Client, the Clinical Affiliate shall respond/reach out to the client within one (1) business day to set up the initial session within a maximum of five (5) business days, unless otherwise specifically requested by the Client. If a first session cannot be booked within the five (5) business-day time frame, or as requested by the Client, the Clinical Affiliate must advise Arcora. Subsequent sessions are to be booked in agreement between the Client and the Clinical Affiliate.
3.0 CASE MANAGEMENT
Arcora will provide the Clinical Affiliate with an overview of the presenting issue, as described by the Client during their intake process. It is up to the Clinical Affiliate to collect personal contact information for the Client. Arcora does not disclose this contact information without the consent of the Client.
The Clinical Affiliate understands that information about Arcora Clients is available to Arcora Clinical staff for the purpose of clinical consultation, case management and quality assurance.
Family and couples counselling can be established under one file if treatment for all involved is for the same issue, and sessions can be held as joint or individual. Not all Arcora assistance programs provide coverage allowing a dependent to access counselling independently, therefore confirmation with Arcora is required in any such circumstances. If treating for separate issues, a separate file per individual Client is required. Requests for home visits should be discussed in advance with an Arcora Clinical Coordinator.
Clinical Affiliates are required to advise Arcora if a referral to another professional in Arcora’s network is necessary for the Client’s best interest (due to a change in the counselling service required, the therapeutic modality (specializations), the status of the Clinical Affiliate (retirement, vacation) or the Client’s preferences). Arcora will arrange the referral within the existing network of Clinical Affiliates.
3.1 Consent forms, reports and file notes
• Arcora Client Consent Form – signed before the initial session (whether in person or telehealth).
• The Clinical Affiliate is responsible for discussing the Arcora Consent Form with each Client during the initial session and documenting that they’ve obtained informed consent from the Client. Arcora will source the Client’s official digital signature on the form, on the Clinical Affiliate’s behalf, and shall keep the signed copy of the Consent Form on file.
• Should a Client wish to sign a paper copy instead of the online form, paper copies of Consent Forms must be submitted to Arcora by email at
clinical@arcora.ca.
• Clinical Affiliate consent forms.
• The Clinical Affiliate is responsible for obtaining any additional applicable consent forms as required, based on their professional judgment and the rules of their professional association or governing body.
• When a minor or dependent seeks treatment, the Clinical Affiliate, in consultation with Arcora, will determine what parental or legal guardian’s consent is required for their file.
• Records submitted using e-Tera. The Clinical Affiliate shall complete and submit the following records pertaining to a Client file online, using Arcora’s e-Tera database, at the time(s) indicated:
• Treatment plan – completed in e-Tera after the initial session. During the initial assessment, Clinical Affiliates are required to set up an appropriate goal-oriented treatment plan within the hours available.
• Session reports – completed in e-Tera after each session. A completed session report is required for every session with a Client, including the first and last sessions. Session reports are to be submitted in addition to the treatment plan and the treatment conclusion report. The session report is meant to be a brief summary of the themes/focus of the session as well as the interventions/modalities used.
• Treatment conclusion report – completed in e-Tera after the final session. Clinical Affiliates should familiarize themselves with the standard questions noted in the treatment conclusion report and incorporate those into the final Client session. Clinical Affiliates are required to follow up with inactive Clients and complete a treatment conclusion report if there is no activity for 60 days and no future session is scheduled.
Treatment plans, session reports or treatment conclusion reports do not act as invoices.
• Clinical Affiliate consent forms, file notes and records storage.
• Access to reports filed are not available to Clinical Affiliates after a Client file is closed.
• If Arcora’s record-keeping system does not fulfill the minimum requirements of a Clinical Affiliate’s professional association or governing body, all Clinical Affiliates shall securely obtain and retain consent forms and maintain file notes that meet their needs and requirements.
• Records submitted to Arcora serve as a summary of the counselling services rendered and are collected, used and destroyed in compliance with applicable provincial and federal record-keeping policies.
• Multi-factor authentication (MFA) in e-Tera.
• To maintain the highest level of data security for our clients, Arcora requires Clinical Affiliates to use MFA to access e-Tera—an authentication method that requires users to provide two or more forms of identity verification before access is allowed.
4.0 PAYMENT AND INVOICING
4.1 Remuneration basis
• Remuneration for services rendered is based on an hourly rate, agreed upon between Arcora and the Clinical Affiliate. Arcora reserves the right to change remuneration rates at any time.
• Unless explicitly stated and agreed upon in advance with Arcora, Arcora Clients are not to pay a fee for service to the Affiliate: counselling service fees are paid to the Clinical Affiliate in full by Arcora at the agreed upon rate.
• Arcora accepts the counselling industry standard session of 50 minutes with the Client and 10 minutes applied to administration/reporting. The length of sessions can be at the Clinical Affiliate’s discretion, within the hours available under the Client’s program (e.g. 1.5 hours).
Arcora assistance programs do not provide coverage for any additional service costs as requested by the client, such as the cost of administering tests or report writing, or any letters requested by the Client.
4.2 Invoices
Invoices are to be completed and sent to Arcora by the end of every month through e-Tera. Arcora offers a grace period to submit invoices, up to the 7th day of the following month. Invoices received after the 7th day of a month will be processed for payment the following month. Arcora expects to receive invoices once per month or after every session and does not guarantee payment of invoices for sessions that were held more than ninety (90) days prior to the date of the invoice.
All Clinical Affiliate reporting and paperwork (including annual confirmation of liability insurance coverage and professional registration) must be current before payment will be processed.
To ensure effective resolution, any disputes regarding payment for services rendered must be received by Arcora within a maximum of ninety (90) days following the date of the disputed Clinical Affiliate invoice.
4.3 Direct deposit payment
Arcora is committed to paying Clinical Affiliates promptly via electronic funds transfer (direct deposit). As such, Clinical Affiliates are required to share the banking information needed to implement this efficient payment practice.
If invoices are received before the cut-off date (i.e., the 7th day of each month), the bank deposits are made on the last business day of the month for the previous month’s sessions. Clinical Affiliates acknowledge that requests for payment by cheque will take longer to process than requests for payment by direct deposit due to the manual intervention required, with cheques being received approximately one week after direct deposits.
4.4 Notifications of payment and year-end summaries
Currently, Arcora sends a monthly invoicing reminder for any completed session reports. However, Clinical Affiliates can opt-out by request. Arcora issues a notification of payment after a direct deposit is made but is not obliged to do so. As an independent service provider, it is the Clinical Affiliate’s responsibility to match bank deposits with invoices submitted. Furthermore, Arcora does not provide Clinical Affiliates with year-end summaries of accounts for tax purposes, including T4s.
For any invoicing or payment inquiries, please contact clinical@arcora.ca.
5.0 CLINICAL AFFILIATE STATUS, OBLIGATIONS AND LIABILITY
5.1 Contractual status and limitations
• The Clinical Affiliate is not an employee, agent or representative of Arcora and shall not represent themselves as such. Clinical Affiliates are considered independent contractors.
• Arcora is not obliged to refer any set number of referrals to a Clinical Affiliate and may cease to refer Clients to a Clinical Affiliate at any time.
• Arcora does not endorse or promote the work of individual Clinical Affiliates, either on its website or other social media platforms.
• Either party may terminate this Agreement by written notice to the other party.
• Arcora reserves the right, in its sole discretion, to amend the terms in this agreement including changing, modifying, adding to, updating or removing terms and conditions. A summary of the changes and an updated document will be provided to active Clinical Affiliates.
5.2 Professional practice obligations
• Unless otherwise agreed, all Clinical Affiliates are required to maintain active professional liability insurance of $2 million.
• In addition, Clinical Affiliates must hold current provincial licence, national certification or registration to practice, and be a member in good standing of their professional association or governing body.
• Proof of these professional coverage and certification requirements is to be submitted to Arcora on a regular basis, prior to expiration of current coverage and certifications.
• Clinical Affiliates are required to have a master’s degree in counselling or a related field and agree to have training and demonstrate competency in all areas of practice in which they are active. We also require a minimum of five years post graduate counselling
experience.*
• Clinical Affiliates shall maintain a professional office environment for Client sessions, in a manner that maintains privacy and confidentiality, and allows for proper access, safety measures and evacuation procedures. Pets (therapeutic or otherwise) may only be present with the express prior permission of Clients.
• Clinical Affiliates shall provide video counselling only with PIPEDA/HIPAA compliant technology, and conduct telehealth sessions with the same level of adherence to confidentiality and privacy as face-to-face sessions.
*Exceptions may apply in certain jurisdictions, subject to approval from the Arcora Clinical Director.
5.3 Liability and indemnification
The Clinical Affiliate acknowledges and agrees they shall indemnify, defend and hold harmless Arcora and Arcora’s officers and employees from and against all liabilities, damages, losses, costs and expenses (including attorney’s fees) arising out of the Clinical Affiliate’s acts, omissions, errors and negligence in the performance of the services contemplated under this Agreement.
The Clinical Affiliate agrees to immediately inform Arcora of any civil litigation, criminal charges or investigation brought against them in relation to these services.
5.4 Changes to Clinical Affiliate professional information or availability
The Clinical Affiliate shall promptly advise Arcora of any changes to their service areas, location, or other contact information, or whenever there is a change in their availability (such as: addition or removal of available appointment days, or vacations or other absences in excess of five (5) consecutive business days). This can be done by contacting the referring Clinical Coordinator or by emailing network@arcora.ca.
e-Tera features a Professional Summary page, where those with access can review the information previously submitted to Arcora. If required, users can request changes to their profile by notifying Arcora. This information is used to inform our matching process and as a result should be reviewed regularly.
6.0 CONFIDENTIALITY, PRIVACY AND DISCLOSURE
Protection of Client privacy and of the confidentiality of Client information is of utmost importance to Arcora, and Clinical Affiliates are required to also demonstrate utmost respect for Client confidentiality and privacy.
When providing services to Arcora Clients, Clinical Affiliates must adhere to all standards of confidentiality and privacy imposed by their professional association or governing body and comply with all provincial and federal laws and regulations relating to Client confidentiality and privacy. This includes but is not limited to:
• The Freedom of Information and Protection of Privacy Act (FOIP) (Alberta) or the equivalent legislation in the province or territory where the counselling services are provided and, if different, where Client files are maintained
• The Personal Information Protection and Electronic Documents Act (PIPEDA) (Canada)
• Any relevant legislation related to the rights of the individual to know the contents of information kept about them
The Clinical Affiliate acknowledges and agrees that the only exceptions to obligations of confidentiality and privacy will be in accordance with applicable law and under the following circumstances:
• evidence or suspicion of child/elder/any vulnerable person abuse and/or neglect
• risk of imminent danger or harm by the Client to themselves or others
• when ordered by a court of competent jurisdiction to release information
If a Clinical Affiliate receives a request for information concerning a Client or feels a need to release any information, the Clinical Affiliate is obliged to contact Arcora before acting to determine the appropriate course of action. The Client’s written consent must be obtained prior to any communication with an outside party. An account of the subsequent discussion and its outcome must be included in the next session report or provided in writing to an Arcora Clinical Coordinator if the Client’s file has already been closed.
Should a Client wish to review their file, they may do so in the presence of the Clinical Affiliate or an Arcora staff member. Should a Client wish to obtain a copy of their file, the Clinical Affiliate shall refer the Client to Arcora to obtain Arcora’s authorization to release file contents held by Arcora.
If a clinical affiliate seeks to obtain supervision or consultation from an external supervisor, consultant or colleague, outside of Arcora staff or their own organization, a client release of information consent is to be obtained. Consultations with internal Arcora Clinicians are available upon request, either individually or in groups.
The users of Arcora assistance programs, who are referred to a Clinical Affiliate, remain the Clients of Arcora, and any information shared by the Client with a Clinical Affiliate is to be kept confidential and not discussed with or disclosed to any third parties other than in accordance with the terms of this Agreement or used by the Clinical Affiliate for any other purpose.
Records and information that the Clinical Affiliate submits regarding Clients during service provision under the Arcora assistance programs are the property of Arcora. Arcora retains the right to consult with the Clinical Affiliate and review any files for quality assurance and effective case management, or in response to a client complaint.
Arcora currently invites Clients to participate in online surveys pertaining to their counselling experience. Conducted by an independent research firm, these assess the impact of services received. The surveys are both confidential and anonymous to protect the identity of the Client. On occasion, a Client may reveal their identity and, if requested, Arcora may contact that Client to discuss any concerns expressed.
Both Arcora and the Clinical Affiliate will maintain the utmost confidentiality on all matters pertaining to this Agreement. The Clinical Affiliate agrees not to disclose to or share with any third party any Arcora intellectual property, including its processes, policies, agreements, remuneration practices, systems, data bases and communication materials.
You'll receive a copy of your submission by email.
