Walk-In Counselling FAQ

Q: Is the service truly a walk-in service?
Yes. This is a unique feature of the Walk-In Counselling program. Clients can come in during the specified counselling hours and receive service on the day that they need it. No appointment necessary, we just ask you call to confirm hours before coming down.
 
Q: How does Walk-In Counselling work?
The general process for receiving services through the Walk-In Counselling program is by having clients come in and fill out some general forms for statistical purposes and so the program can assess what Sliding Service Scale the client falls into. The forms also help the team of counsellors to get a better sense of how they can best support you during your session. Once the paper work is completed the counsellor will take you into the counselling room. There are 2 parts to the counselling session. The first part allows you and the counsellor to identify what you want to change. The counsellor will then take a short break to meet with his or her team and generate ideas to help you take steps to create the change you want to achieve. The counsellor will then welcome you back into the counselling room where they will deliver their suggestions for change. Overall, the counselling session (from start to finish) takes about 90 minutes. If you have time limitations please let your counsellor know at the beginning of the session.
 
Q: What kind of counselling does the Walk-In Counselling program provide?
We use a single-session Solution-focused model. The solution-focused model is a strengths-based approach and helps the client focus on what is going well and working in their life. The Walk-In Counselling program works in a team environment and uses a one-way mirror in order to provide the most support to the client. Sometimes all a person needs is one session to figure out what they need to change and to get things back on the track.
 
Q: What credentials do the counsellors have?
Counselling Services are delivered by volunteers trained by the Walk-In Counselling program who hold a Degree or Masters in Counselling, Psychology, Social Work, or Marriage and Family Therapy. The Walk-In Counselling program is proud to be a learning institution for Master level Social Workers, Pastoral Counselling, Marriage and Family Therapy, and Psychology. Therefore, the team is comprised of professionals or graduate students working towards their designation under the supervision of the Walk-In Counselling program.
 
Q: How does the Sliding Service Scale work?
The Sliding Service Scale determines how much a client needs to pay for their counselling session. The Scale is based on the individual’s monthly income and ranges from No Fee to a maximum of $35.00.
 
Q: Can I claim my counselling session through my extended health plan or employee assistance plan?
Unfortunately, because the Walk-In Counselling program is a single-session model and is comprised of volunteers and students you cannot claim your visit through an extended health plan.
 
Q: How come my Alberta Health Insurance will not pay for this service?
Alberta Health Insurance assists individuals who are seeking medical assistance. Since Social Workers, Counsellors, and Psychologists are not medical professionals Alberta Health Insurance will not reimburse for this service. However, Alberta Health Insurance does assist with Psychiatric services. If this is what you are looking for speak to your medical doctor or call 211 for more information or referrals.
 
Q: If I am required to pay, when would I do so?
Once the forms have been completed the receptionist will look them over to ensure all necessary fields are filled out. Depending on your income level you may be required to pay. Payment for the counselling session will be taken before service is received.
 
Q: What forms of payment does The Support Network accept?
The Support Network accepts Cash, Debit, Mastercard, and Visa (we do not accept cheques).
 
Q: Can I choose my counsellor?
The Walk-In Counselling program utilizes a team approach when delivering counselling services. Once the paperwork is completed the team will meet to discuss which counsellor is best suited for the needs of the client. Also, because the program is delivered by volunteers we cannot guarantee that a specific counsellor is available or on-shift, at the time of your visit.
 
Q: Can I have couples counselling?
The Walk-In Counselling program does provide counselling service to the couple however we cannot guarantee how this will occur. For example, due to the first come first served no appointment service so in order to be time efficient we may use more than one counsellor at the same time.
 
Q: What if I would prefer to donate to the program rather than pay for the service?
The Walk-In Counselling program would not run without the support of its funders and donors. If you decide you would like to make a donation to the program we would gladly welcome your contribution. However, this would be considered in addition to the fee required for the counselling service. If you were satisfied with the service received let us know. Donate to the Walk-In Counselling program. A charitable receipt can be issued for donations of $20.00 or greater.

Last updated: March 29, 2010