What are your policies and procedures?
Everything you need to know about the following is below:
POLICIES + PROCEDURES
- Course Times
- Student Conduct
- Late Students
- Mask Fit Testing Reminders
- Dispute Resolution Policy
- Refund Policy
We run all of our courses as efficiently as possible because we understand that you are busy! Having said that, there are time requirements for all certification courses (16 hours for SFA, 8 hours for EFA, 8 hours for OFA 1), which we must meet in order to certify you. Please understand that although you might be comfortable with the material, there are requirements for time and content that we must meet for you to earn a nationally recognized certification. We will do our best to make this necessary time as fun as possible!
- Show respect for your course instructor and classmates;
- Participate in class activities, simulations and discussions;
- Physical ability to perform skills such as patient rolls, carries and CPR compressions;
- Must be at least 16 years old at the start of the course (OFA courses only); and
- Wear clean, comfortable clothing to class – personal hygiene is important because you will be working together closely during simulations.
Punctuality & 100% attendance is mandatory.
Will be done throughout the class. Students must show that they are comfortable with the course material in practical simulations and must obtain a passing grade on the written exam to earn certification. We understand that everyone learns at a different pace so if you need more practice we would be happy to have you come in to repeat the course with us another day free of charge.
All students MUST perform a minimum of 2-minutes of high-quality CPR on the ground in order to meet certification standards.
We are always looking to improve, so please share your feedback with your course instructor throughout your course, leave us feedback on our feedback forms or get in contact with us directly. You can also get in touch with us via our Social Media pages to see current events related to health and first aid and course photos.
Proof of previous certification from a nationally recognized training organization in the same level or a higher level of training is mandatory for all renewal classes. Renewal classes are generally shorter than full courses so we are required to see proof that you have taken the full certification course, in order to include you in a renewal course. Depending on the type of class you are taking, different renewal periods are recommended. Lifesaving Society and Red Cross first aid certifications are valid for 3 years, whereas Heart & Stroke Foundation certifications are valid for 1 year. BLS certificates – LSS, RC and HSF – are all only valid for 1 year. Course registration pages and confirmation emails include reminders to bring proof of previous certification to class. It is your responsibility to bring your old card to class!
What can I do if I FORGOT my old card?
Students who do not have the needed pre-reqs at the start of class are not to be allowed to complete the renewal. If you are SURE that you can provide proof of previous certification within 5 days of your course, at your instructor’s discretion you may be allowed to complete training. There is a $10 fee to pay for the additional administration work we will need to do to process your certification separate from the rest of the course paperwork. You will not be given your certification card until you pay the $10 fee and provide an acceptable prerequisite. If you do not contact us within 5 days with proof of previous certification the course records for your course may be submitted without your name and you will have to retake the entire course at your own cost.
If you are having trouble tracking down your record of previous certification please contact us to see if we can delay the course work or help you find proof of previous certification.
What can I do if I LOST my old card?
Completed last training with Link2Life:
If you have done your previous training with Link2Life, ideally please let us know BEFORE your class so we can look up your record and leave a note for your instructor. Looking up student records will not always be possible at the start of a course but if you have taken training with us before we will do our best to help you.
Completed last training elsewhere:
If you took your training in the last 3-5 years there may be a record of your certification with the organization (e.g.: Red Cross, St. Johns Ambulance, Lifesaving Society, etc.) where you were previously certified. It might be possible to access online verification of certification by contacting this organization directly. It might also be possible by contacting your course provider (e.g.: Link2Life) or course instructor. Visit our Frequently Asked Questions page for more information.
Students who are more than 5 minutes late for any class may be asked to re-schedule at their own cost. 100% attendance is mandatory for all certification classes. This is to ensure Link2Life can adhere to the standards set out by the agencies we represent – Heart & Stroke Foundation, Lifesaving Society, Red Cross and WorkSafeBC.
Mask Fit Testing:
If Mask Fit testing reminders are not followed or if you do not bring your own respirator (if anything other than an N95), we will ask you to reschedule your fit test – at your own cost. If you are more than 5 minutes late for your mask fit test, you will be required to reschedule at your own cost.
Dispute Resolution Policy
An attempt to resolve any dispute that comes up informally through respectful discussion between parties will be made first. If further discussion between the individuals does not resolve the issue the following procedures will be followed in order to ensure a fair and unbiased resolution.
1.) Written Submission
The Office Manager of Link2Life will review any disputes or complaints. All parties involved will submit in writing all relevant information leading up to the complaint.
2.) Review & Investigation
All relevant materials will be reviewed by Link2Life’s Office Manager. Submissions will be requested from all involved parties and interviews will be conducted within one week.
3.) Written Decision
A decision, with explanation, will be provided by the Office Manager in writing to all parties involved in the dispute within one week of the end of the investigation.
4.) Appeal of Decision
If any of the parties involved in the dispute do not agree with the decision provided they must submit, in writing to Link2Life’s Owner, the reasons that they do not agree. All information collected will be reviewed again by the Owner and if necessary more information will be requested and secondary interviews will be conducted. A final decision, with the reasons, will be provided in writing to all parties involved within one week.
5.) Mediation/Arbitration to Appeal Final Decision
If no resolution is forthcoming, the involved parties will appoint an outside mediator within 72 hours. All documentation from the previous investigations will be provided to the chosen mediator. Link2Life will incur the initial cost of the mediation but does not waive any rights with respect to seeking damages and costs arising from any parties making unfounded claims.
Link2Life has a no refund policy. This is due to the amount of planning that goes into our courses – certification classes, workshops and mask fit testing – and to ensure that we do not have to cancel our classes. However, if you contact us 24 hours in advance we would be happy to reschedule you to another convenient day or hold a course credit for you.
*THIS POLICY EXCLUDES ALL HEART & STROKE FOUNDATION BLENDED LEARNING BASIC LIFE SUPPORT CLASSES. For HSF BL BLS classes, if provided with 24 hours advance notice or more, we can reschedule you within 3 months of your original in-class course option.
Were we not clear enough? Contact Us if you have any questions regarding our Policies & Procedures!
What is your refund policy?
Link2Life has a no refund policy. This is due to the amount of planning that goes into our courses and to ensure that we do not have to cancel any of our classes. However, if you contact us 24 hours in advance of your scheduled class we would be happy to reschedule you to another convenient day. Please note: for Richmond Olympic Oval classes no refunds or credits will be issued for courses, if the request to withdraw from the course occurs within seven days of the program start date.
Link2Life’s no refund policy applies if you are more than 5 minutes late for a class and must reschedule. This policy is in place to ensure we provide the best class for all participants and do not compromise agency standards.
Our no refund policy covers all Link2Life offerings – certification classes, workshops and mask fit testing.
I didn’t request a reminder email when I registered for my course but I have changed my mind. Can I get a reminder?
Yes! Simply complete the following form, and we will contact when requested regarding your expiring CPR/First Aid or mask fit test!
Who are your courses certified by?
All of our instructors are certified to teach by the Lifesaving Society, Red Cross, Heart and Stroke Foundation of Canada and WorkSafeBC. If you require a specific certification, please write us a note in the comments section when you register and we will do our best to accommodate you.
Will there be a written exam at the end of my course?
Emergency First Aid (and EFA Childcare), Standard First Aid, RC Babysitting Courses, RC CPR and Worksite First Aid/Occupational First Aid all have written tests at the end – renewals included.
I failed my course. Is there any discount for re-taking the course?
Yes! If you fail a course with Link2Life, you may re-take the class for a small fee. There is a $5 certification fee for CPR courses, a $15 charge for first aid courses. You will also need to pay for any additional manuals or materials that may be required. Class must be taken within 1 month of the original course date.
*Please note: this only applies to students who actively participated, fully attended the course, and acted in an appropriate manner. Student must contact Link2Life ASAP after the course for the discount to apply.
How long is my certification valid?
Lifesaving Society and Red Cross first aid certifications are valid for 3 years from the date of issue although many people who require certification will be required to renew before the official expiration date for insurance, school or work requirements. CPR renewal is recommended annually by the Heart and Stroke Foundation and therefore all of our HSFC certifications are valid for 1 year. Students attending renewal courses will be asked to show valid proof of certification from an authorized provider.
My certification expired – do I have to take the full course over again?
It is a requirement to show a valid certification in order to take a renewal course. Please contact us if you are unsure if you meet the requirement for a renewal course. EFA Childcare with CPR/AED has no renewal course – you must complete the full day course again.
I can’t find my old card, can I still renew or do I have to take the full course over again?
Yes, you can still renew! If you did your last certification elsewhere, please see directions posted under ‘I lost my card, how can I get a new one?’
If you completed your previous training with Link2Life, we can look up your record. Ideally you will let us know BEFORE your class so we can look up your record and leave a note for your instructor. Looking up student records will not always be possible at the start of a course but if you have taken training with us before we will do our best to help you.
I lost my card/never received my permanent card, how can I get a new one?
Do you know which organization issued your certification? Link2Life offers Lifesaving Society, Red Cross and HSFC certifications. If you are unsure, please contact us and we will help point you in the right direction. Most Link2Life certifications are currently issued by the Lifesaving Society. To obtain quick proof of your certification with the LSS, please fill out this form or call the LSS office (604 299 5450) to request your member number. Once you have this information, insert it into this form so you can access a printable record of your certification immediately. The printable certification record available through the LSS website comes with a verification code and can be used as valid proof of certification. If you prefer to have your card reissued, the cost is $10 through the LSS.
Here are some important LSS links to help you:
- Where is my card?
- Help, I don’t know my Member Number!
- Find a Member (aka: print out an electronic card)
If your certificate was provided by an agency other than the LSS, contact them directly for alternative proof of your certification. For Red Cross courses (1 888 307 7997) certificates are now issued electronically (as of October 2017). Upon submission of course paperwork, you should receive a RC email regarding account creation. Once your account is created, you can access your new certificate by looking for My Certifications, which is located under the My Profile tab. For Heart and Stroke Foundation inquires, they can be reach at: 1 877 473 0333. The HSFC offers replacement cards for $5.
I lost my Mask Fit Test completion card, can I get a new one?
Yes, you can get a replacement card! If you lost your card within the one year mark and still need proof, simply contact us and we will provide you with a new card for $5.
How can I pay for my course?
You can pay for your course with either cash or credit card (Visa or MasterCard). We do not accept cheques for individuals. To pay via credit, either complete payment along with your registration online or give us a call (604 428 1870) to pay over the phone.
Why did I get an email after my Heart & Stroke Foundation course asking me to complete my HSF Resuscitation Portal profile? Is my information safe?
What class do I need to take prior to ACLS (Advanced Cardiovascular Life Support)?
The Heart & Stroke Foundation BLS (Basic Life Support) Provider is the precursor to ACLS. You can take a renewal of the BLS class if you hold a valid CPR-HCP certificate from another company. You cannot renew for BLS using a CPR-C certificate.
Still have questions? Visit our Policies & Procedures page.
Is you location wheelchair accessible?
Unfortunately our Vancouver location is not currently wheelchair accessible, as there are 4 steps down to enter the facility. However, the Richmond Olympic Oval is wheelchair accessible.