Check your Welcome Email, and Reminder Email

Login to the Client Portal and access your telehealth link there

Text reply to the Reminder text message - if admin are available they will respond

If for some reason your practitioner is running over schedule, please be patient. They will join you asap.

You are welcome to get in touch with us if it’s been longer than 10 minutes - there might be some unforeseeable issue.

We will usually wait up to 10 minutes in the telehealth videocall link.

If you don’t arrive within the first 5 minutes, we will send you a friendly text reminder prompt.

If we don’t hear from you, we will give you a quick call on your mobile number.

If we can’t get in touch with you after that, we will be ending the videocall.

Have your mobile phone nearby. We will call you on your mobile.

We will be calling either from a Private Number or 0422 500 006.

If it’s issues with tech, speed, synch, glitches, etc, sometimes it’s possible to do a phone call for the audio, while the videocall continues (muted) for the video to see each other.

Make sure all of your devices are charged.

Try not to let them overheat.

Familiarise yourself with the e-counselling guidelines.

Discuss your usual telehealth situation / environment / limitations with your practitioner in the Intake Call, first appt, or contact us prior if you have concerns to sort out.

While we make every effort to connect with you, we uphold empowerment principles in our practice and encourage you to take proactive ownership and accountability for engaging in your services. This means, we expect you to be responsible for reading the information we provide you, having your Telehealth link ready each time and not rely on us to solve the problems.

We are here to model what it’s like to be in your agency, so we take our side of the responsibility seriously and passionately too.

We will do our best to meet you half way. And if we fall short, you can practice expressing what you deserve and call us out on it.