Using the Sliding Scale
Updated over a week ago

The Sliding Scale feature automatically reduces any applicable Service Unit fees for clients based on their income and family size.

Once the Sliding Scale has been configured at the agency level it will apply to all clients who have a billable Service Unit added to the Service Event who meet the criteria set out in the Sliding Scale. If the client does not meet the Sliding Scale criteria they will be charged 100% of the value of the Service Unit.

Annual Income and Family Size

The Sliding Scale rate is determined for each client by the data entered in the Annual Income and Family Size fields on their Case page (Information section). If these fields are left at the default amounts (i.e. 0 for Annual Income and 1 for Family Size) then Penelope considers this is a single person family with no income and the appropriate sliding scale rate will apply.

To configure the annual income and family size follow the steps below:

  1. Navigate to the applicable Case.

  2. Click Edit.

  3. Enter the Annual Income for the Case.

  4. Enter the Family Size.

  5. Click Save.

Sliding Scale Rate

Once a Sliding Scale rate has been configured by your system administrator you can see the rate the Individuals within a Case will be charged in the following location (Billing Information sidebar):

  • Case

  • Service File

  • Service Event

Important Information

A Sliding Scale Rate of 100% indicates the payor will pay 100% of the Service Unit fee. If the Sliding Scale Rate is 30% then the payor will pay 30% of the Service Unit fee. This is subject to any of the exceptions listed below.


The sliding scale rate will not apply if any or all of the following situations apply:

  • The Sliding Scale rates have been disabled on the Service Unit/s that are in the Cart. This can be done as part of the Service Unit setup – agencies can decide which Service Units the Sliding Scale should apply to.

  • The client has insurance coverage sufficient to cover the item (note: if they have a co-pay fee as part of their policy, then they’ll still be responsible for that amount – the Sliding Scale has no impact on the co-pay fee).

Configuring the Sliding Scale for your agency?

If you’re looking to configure the Sliding Scale for your agency then click here

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