FAQ’s – Support Line Invoices/Credit Notes.
1. Where do I find the link for the Support Line Invoices/Credit Notes?
A. Please go to our website which is staffcareservices.co.uk. Once on our website click on:
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Our Services - top left hand side
Counselling Forms to complete - left hand side
Admin forms. You will also find the Counsellor Assessment form there.
An example of an invoice and credit note are display on pages 3 & 4.
2. How long is a Support Line referral valid for?
A. 1 year from date of referral.
3. Why do I need a purchase order for every Support Line client that I see?
A. Kent County Councils policy is they will not pay an invoice if they do not have a purchase order.
The purchase order is a confirmation of your referral and should confirm your address, the client
number, the number of sessions agreed and the total amount. Please ensure that it is always quoted
on any invoices submitted.
4. When should I invoice you?
A. Invoices must be completed between the end of each period and by the 7th day of the following
month. We only require 1 invoice per client per period. Periods dates are displayed on page 5.
5. Why do invoices need more than just a client number for the invoice number?
A. Kent County Council Accounts department requires that each invoice submitted must have a
unique reference number, to ensure the invoice can be identified clearly and to avoid duplication.
This is why we suggest that you use the client number, period date and year ie. 33333/1/17. If an
invoice does not have a unique invoice number, we will be asking you to re submit your invoice
again online and deleting the original.
6. Why do I need to let you know, if the client stops counselling?
A. Unless we know that the client has completed their counselling sessions for now, we are unable
to send them the post counselling form. If a post counselling form is not sent to the client we are
unable to forward this feedback onto you. It is also vital the purchase orders are closed for
budgeting purposes. We can always re-open the record and raise a new purchase order to cover any
remaining sessions. Please advise Staff Care Services Finance, if they wish to stop or take up their
counselling again. You can email us on: [email protected]
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7. Will I need a new purchase order for additional sessions agreed?
A. If additional sessions are agreed, you will receive a new purchase order, please only quote this
for the additional sessions and always raise a separate invoice for this. We expect additional sessions
to be used quite quickly and not held for a long period.
8. When will my invoices be paid?
A. Kent County Council payment terms are 25 working days after the invoice date. So payment will
be made within 5-6 weeks. We receive over 200 Support Line invoices a month, so on occasions your
invoices may not be processed all together and you may receive several payments from Kent County
Council.
9. When should I chase if I do not receive payment of my invoices?
A. Please allow at least 6 weeks after submitting your invoices before chasing. The best time would
be around the 20th of the month onwards, after all the Support Line invoices have been processed.
As there could have been a query, which will have delayed payment (incorrect purchase order
number, invoice number missing, incorrect sessions or incorrect total). Please provide us with the
invoice number and purchase order number to help with your enquiry.
10. Why have I received notification that my purchase order has changed or closed?
A. If a purchase order is older than 6 months and we have not received any recent invoices, we will
close the purchase order (you will receive notification of the change to the purchase order) and the
client record. You can always re-open the client’s record and request a new purchase order for the
remaining sessions if the client returns to you within one year from the date of the referral.
11. What should I do if I have missed the period date for submitting my invoices or I am away
when the invoices are due?
A. Please contact Staff Care Services Finance on [email protected]
12. I have not received a Purchase Order?
A. Please contact Staff Care Services Finance via [email protected]
Please contact us if you have a change of address, name or bank details.
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Monthly
period
Period 1/17
Period 2/17
Period 3/17
Period 4/17
Period 5/17
Period 6/17
Period 7/17
Period 8/17
Period 9/17
Period 10/18
Period 11/18
Period 12/18
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Dates of Period
11 March 2017 – 30 April 2017
2 May 2017 – 31 May 2017
1 June 2017 – 30 June 2017
1 July 2017 - 31 July 2017
1 August 2017 – 31 August 2017
1 September 2017 – 30 September 2017
1 October 2017 – 31 October 2017
1 November 2017 – 30 November 2017
1 December 2017 – 31 December 2017
1 January 2018- 31 January 2018
1 February 2017 – 28 February 2018
1 March 2018 – 9 March 2018
*Due to Year End Period 12 will be 2 weeks only
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Closing Date for receipt of
Invoice’s
07 May 2017
07 June 2017
07 July 2017
07 August 2017
07 September 2017
07 October 2017
07 November 2017
07 December 2017
07 January 2018
07 February 2018
07 March 2018
17 March 2018