Tech failure procedure (Zoom/Jane video)

Goal

Keep sessions smooth and reduce drop-offs when technology glitches.

If video fails

1. Please attempt to reconnect for 5–10 minutes.
2. Please attempt a second contact method:
   • message the client (email/text per your clinic communication norms), and/or
   • call if that is part of your agreed communication channel with the client.
3. If Zoom or the Jane video app are not working due to connectivity issues, please offer the client options:
   • Continue by phone, or
   • Continue by FaceTime (if the client has FaceTime and can use cell data), or
   • Cancel and reschedule (if the client prefers not to continue by phone/FaceTime).
4. Please document briefly in Jane notes that a tech issue occurred and what steps were taken (including whether you continued by phone/FaceTime or rescheduled).

Accountability chain (client-side vs clinic-side)

• If the technology failure is on the clinic/therapist side (e.g., platform outage, your internet failure), please notify admin and coordinate a reschedule. If you are able to continue the session by phone/FaceTime, please offer that option.
• If the technology failure is on the client side, please attempt to reconnect as above. If the client prefers not to continue by phone/FaceTime (or cannot), treat it as a late cancellation and charge for the session unless you believe it is clinically appropriate to make a one-time exception.
  • Please follow your clinic’s cancellation/no-show policy for how the appointment is recorded (see Appointment status rules).
  • Please notify admin of the outcome (so billing and tracking stay consistent).

Client communication

Suggested line:

“Looks like the video isn’t working right now. Let’s try reconnecting, and if it still doesn’t work we can switch to phone or reschedule.”