Frequently Asked Questions (FAQ)

  1. How does e-counselling work?
    Counselling sessions are held via technology (video conference or online conversation).  This provides better access and options for people who have busy schedules, transportation challenges, are housebound or live in communities where resources are limited. It also means people can access confidential counselling in the privacy of their home, office or any private location.
  2. When is e-counselling not an option?
    The situations when e-counselling is not appropriate include:

    • an acute mental health crisis/psychotic episode
    • feeling suicidal
    • involved in domestic violence/crisis situation
    • sexual abuse that has not been disclosed
    • involved with violent incidents (victim or accused)

    For non-crisis situations, it is best to locate face-to face counselling in the community where you live or work. For crisis situations, please call 9-1-1, your local crisis line or go to the emergency room at the nearest hospital.

  3. What technology do I need for e-counselling?
    For online chat counselling you need a computer, tablet or smartphone.  For video counselling you need a computer with a webcam and microphone (usually already built in to your device). The first time you attend a video session you will need to download the software  This should be done the day before in case there are technology difficulties.
  4. How do I know that my sessions are secure?
    For online chat counselling we use Zopim.  For video counselling we use Zoom.  Both programs have the information guarded in bank-­grade security facilities managed by Q9 Networks. All connections are facilitated on Canadian servers and health data will never be stored outside of Canada. Client information, recommendations and appointment histories are held securely and privately to meet all provincial health standards. Go to: and for details.
  5. How do I book a session using technology?
    Simply fill out the booking request form then Pam will receive the request and be in touch with you to confirm time(s) that work for you.
  6. How are payments made?
    After you request the date and time of your sessions you will be taken to a payment screen.  You can make a payment via e-transfer or PayPal.  This must be done at the time of booking. To pay via e-transfer use your online banking and the e-transfer can be sent to Please ensure you send a separate email message from the e-transfer with the password needed to accept the payment. PayPal offers secure on line transactions from your credit card or bank account.  To use PayPal to pay via your bank account you need to set up an account, you can do that via the PayPal website: PayPal payments can be made directly on the pages you’re guided to through the booking process or on our Pay with PayPal Page.
  7. What if I have coverage through a third party?
    We do not bill third party vendors (i.e., extended health plans, provincial health programs or any other insurance providers). You need to ask your health care provider, extended benefit program or insurance company for the required professional counselling credentials and the amounts they will reimburse.
  8. What if I have counselling benefits through my work?
    If you have benefits through an Employee Assistance Program, please see your Human Resource department to acquire the name of the company and the contact information. If I am a contractor for that benefit company, you are welcome to request us as your counsellor when you open your file with the EAP company.
  9. What if I need to cancel a session or miss an appointment?
    Sessions need to be cancelled 24 hours in advance by e-mail or telephone.  Missed appointments or sessions cancelled within 24 hours of the scheduled appointment will be subject to the full fee.  If you arrive late for a session, the remaining time (within the original 50 mins) will be used and the full fee will be charged.
  10. Can my sessions combine e-counselling, telephone and in-person?  
    Yes, any counselling method or combination of methods can be used to help you access services.  It is more important to have sessions at regular intervals than to hold a client to one type of service delivery.
  11. What if I have a crisis between sessions?
    If you happen to undergo a crisis while in counselling, you should seek immediate help from agencies or professionals that offer service 24/7.  This includes calling 9-1-1 or your local crisis line or going to the emergency room at the nearest hospital. You are welcome to provide an update on your situation by sending an email marked *urgent* in the subject line. Messages are checked daily however not on weekends or statutory holidays.
  12. I live in the United States, can I access your services?
    We are not able to serve residents of the United States because their laws require counsellors be licensed in the state in which they practice. In Canada we do not hold licenses to practice in the U.S therefore cannot provide service to citizens in the US.

Click here to find out the first step in becoming an e-counselling client.