Contractor policies and cancellation letter templates, November 2002

NYC 9/11 Public Portal Document

Scheduling and Cancellation Policies for the Indoor Air Residential Assistance Program Tn order to make efficient use of the contractors performing work for EPA’s Indoor Air Residential Assistance Program, the following cancellation pohcies have been adopted:

NOTE: All calls regarding scheduling and/or rescheduling must be made to the Monitoring Contractor. Please do not call the hotline.

1. Cancellation with 24 hours notice: I a resident cancels a scheduled ajpointment for cleaning or testing with 24 hours notice, the resident will have two weeks to contact the Monitoring Contractor to schedule a new date. The Monitoring Contractor will inform the resident of this policy when the resident calls to cancel. Please note, the resident should reschedule as soon as possible. If the resident does not reschedule within two weeks, the resident will be removed from the program.*

2. Cancellation without 24 hours notice: T a resident cancels a scheduled ajpointment for cleaning or testing without 24 hours notice, the resident will ha\e two weeks to contact the Monitoring Contractor to schedule a new date. The Mcnitoring Contractor will inform the resident of this policy if the resident calls to cancel. In addition, the resident will receive a notice from the Monitoring Contractor. This notice will include the date the resident cancelled, the langiage from the access agreement on cancellations, and a date by which the resident is reqiired to contact the Monitoring Contractor to reschedule. If the resident does not reschedule within two weeks, the resident will he removed from the program.* If the Cleaning Contractor cannot gain access to the residence at the scheduled time (e.g., no one home), the situation will be considered a cancellation without notice. A note will be slipped under the resident’s door stating the appointment was cancelled and providing information for rescheduling.

3. Resident cancels twice: I a resident cancels cleaningor monitoring appointments tvrice, the resident vrill be automatically removed from the program and will not be allowed to re-register.*

4. Monitoring Contractor cannot make contact: The Monitoring Contractor will make four attempts within a two-week period to contact the resident to schedule a date for cleaning or testing. If the Monitoring Contractor cannot reach the resident after the fcurth attempt, the Monitoring Contractor will send a letter stating the dates attenpts were made to contact the resident. The resident will ha^e two weeks to contact the Monitoring Contractor. If the resident does not contact the Monitoring Contractor within this time period, the resident will be removed from the program.*

5. Monitoring Contractor makes contact, but cannot schedule a date: F the Monitoring Contractor is unable to schedule a date for cleaning or testing during the initial contact, the resident vrill be given two weeks to call the Monitoring Contractor to schedule an appointment. If after one week; the resident has not contacted the Monitoring Contractor to schedule an appointment, the Monitoring Contractor vrill make a follow-up call to inform the resident an appointment has to be scheduled within one week If the resident does not call to schedule an appointment within this time period, the resident will be removed from the program.*

* If extraordinary circumstances cause a resident tobe removed from the program, that resident can call

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