Policies
Consenting to Services
Prior to the first session, clients are given an intake form. By signing this form, clients give their consent to receive counselling and/or coaching services at RFCC. Clients are under no obligation to answer questions, nor disclose any information. Participation in the process is entirely voluntary. Clients acknowledge that consent is given freely, without coercion or undue influence.
Clients have the right to refuse or withdraw consent at any time – at which point services will be terminated.
Our Team
RFCC offers a team of professionals who work in tandem to help deliver services. Their defined roles are:
- Practitioner: The practitioner is responsible for the client’s counselling/coaching goals and care.
- Supervisor: The practitioner may be required to be under or voluntarily choose to utilize supervision, where they may confidentially consult about cases. The supervisor is bound to confidentiality laws and policies. Information about the practitioner’s supervisor can be provided by the practitioner.
- Administrative Staff: Are available to assist with questions related to booking, billing, or how to contact the practitioner or the Executive Director.
- Executive Director: Oversees the operation of RFCC and may be contacted for additional support.
Confidentiality
All members of the RFCC team are contractually obligated to keep client information strictly confidential, as per federal and provincial privacy laws. The following individual’s may have access to a client’s file: the client’s practitioner; the supervisor of the practitioner for the purpose of teaching and consultations; and administration for the purpose of updating the file. If clients request to have information released to another individual we require an “Authorization to Release Information” form to be signed prior to the release.
Limitations to Confidentiality
Practitioners are required by law to report to the appropriate authorities if there has been physical abuse of a child under the age of 18, or if there is reason to believe a client or another person’s life may be in jeopardy. If a judge subpoenas a practitioner to testify in court or to release the contents of a file, the practitioner is required to do so by law.
The Workers’ Compensation Act (WCA) requires a practitioner to report work related psychological injuries to the Workers Compensation Board (WCB) within 48 hrs. The requirement to report remains even if the client expressly refuses disclosure to the WCB.
Termination or Refusal of Services
Client growth and well-being are our priority. If at any point it is determined that the relationship with the practitioner must end, clients have the right to request a referral to another practitioner or discontinue services altogether. Practitioners also reserve the right to terminate or decline services at any point if there is a deviation from the goals/plan, a conflict of interest arises, or the practitioner deems it necessary to maintain a professional, safe relationship.
Conflict Resolution
Our goal is to ensure that all clients feel respected, heard, and supported throughout their time at RFCC. Clients have the right to raise concerns without any retaliation from RFCC. If there is a grievance, clients are encouraged to first speak directly with the practitioner to address the issue. Open communication is key, and practitioners are committed to resolving concerns in a respectful and professional manner.
If discussing the issue with the practitioner is uncomfortable or not possible, and the matter remains unresolved, the Executive Director may be contacted. More information on this process can be obtained through the administration team.
Service Perspective
RFCC highly values the wide range of clientele that come to our centre, and our diverse team members are well trained and prepared to offer guidance to a variety of unique concerns. For individuals seeking a faith-based perspective our practitioners are uniquely equipped to offer guidance that incorporates Biblical beliefs and values. Our aim is to work closely with clients to achieve their goals and provide support throughout the process.
Appointments
Counselling services are available by appointment only. Session lengths may vary. Continuity is vital to the healing process, so it is encouraged to plan ahead when scheduling appointments.
RFCC is not able to operate as an emergency response organization. If there is an emergency, clients are encouraged to contact appropriate local emergency services.
Cancellations or Missed Appointments
We understand that unforeseen circumstances can occur. However, since our services require practitioners to reserve a significant amount of time exclusively for client benefit, we have a policy regarding cancellations and missed appointments.
RFCC charges 50% of the regular fee for appointments that are not cancelled at least 24 hours in advance. Appointments that are cancelled within one (1) hour of the booking or are missed without notice will be charged in full.
Charges for late, cancelled or missed appointments often cannot be submitted for health insurance reimbursement or subsidy consideration.
Fees
RFCC operates on a fee for service basis. Each practitioner charges a unique fee, so be sure to understand the fee before the session. The fee covers the session as well as preparation time and administrative record keeping.
Clients who are unable to afford the fee, are encouraged to have an open conversation with the RFCC administration team to discuss available options for financial support.
Insurance Coverage and Employee Benefits
RFCC employs practitioners from a variety of educational backgrounds such as Registered Psychologists, Social Workers, Counsellors, Life Coaches, etc. The practitioner’s fees may be covered by the client’s extended health insurance or employment benefits (for reimbursement).
To confirm a practitioner’s eligibility for reimbursement, insurance details should be reviewed with the insurance company or benefits administrator prior to the late cancellation deadline.
Billing
A valid credit card or debit/credit card is required on file. Cards on file will not be charged until the start of a session. A card is kept on file for client convenience or in the case of an unpaid balance, no show, or late cancellation. Card information is stored in a secure system available to only the Executive Director and administration team. It may be removed at any time upon request.
If a charge cannot be fulfilled, clients will be contacted and given ten days to provide another payment method.
Payments by cash, e-transfer, or debit card will not result in charges to the card on file.
Virtual Sessions
RFCC is pleased to offer virtual services to clients via videoconferencing. The platform used for virtual services comes by way of a secure third-party software that is fully HIPAA, PIPEDA/PHIPA, and GDPR compliant.
For additional information regarding their privacy standards and tips on privacy, please reach out to the RFCC administration team.
Recording Sessions
We understand that clients may want to record sessions to refer to them later. However, creating personal recordings of sessions, including audio, video or transcript recordings, as well as posting transcripts or any other recording of sessions online or to distribute them in any is strictly prohibited. This is done to protect the client, the practitioner, and RFCC. We highly encourage clients to take notes and ask lots of questions to understand the context of sessions.
Consents for Minors
For any persons under the age of 18 to receive counselling at RFCC, written consent must be completed by each of the required parties. The following parent/guardian relationship scenarios will determine who needs to sign this consent form and what other documentation is required:
Both parents are married to each other and are in favour of the child attending services:
- The written consent form must be signed by one of the parents and brought to the child’s first appointment.
The parents are not in agreement, are separated or divorced, and/or have a joint custody agreement:
- The written consent form must be signed by both parents and brought to the child’s first appointment.
- If the child’s other parent is unable or unwilling to consent to the child’s counselling, a court order must be obtained stating that the child may come for counselling without that parent’s written consent. A copy of the court order will be kept in the child’s file.
The parents are separated or divorced, and custody has been assigned to a single parent:
- The written consent form must be signed by the custodial parent and brought to the child’s first appointment.
- RFCC must receive a copy of the custody agreement that states that one parent has sole custody OR that the parent assigned custody rights has sole decision-making power over the child’s healthcare. A copy of the custody agreement will be kept in the child’s file.
The child has received a temporary or permanent guardianship order:
- The written consent form must be signed by the guardian(s) and brought to the child’s first appointment.
- RFCC must receive a copy of the guardianship order for retention in the child’s file.
One parent is deceased:
- The written consent form must be signed by the living parent and brought to the child’s first appointment.
- RFCC must receive a copy of the death certificate of the deceased parent for retention in the child’s file.
Only one parent is listed on the child’s birth certificate:
- The written consent form must be signed by the parent and brought to the child’s first appointment.
- RFCC must receive a copy of the child’s birth certificate prior to the first appointment. A copy of the child’s birth certificate will be kept in the child’s file.
*Applicable documents must be provided 24 hours prior to the initial appointment.