Policies

Consenting to Services

Prior to the first session, clients are given an informed consent to counselling services 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 / Interim CEO: 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, including Alberta’s Personal Information Protection Act (PIPA). The following individuals 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.

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.

Limitations to Confidentiality

Practitioners are required by law and professional ethics to break confidentiality in the following circumstances:

  • Child abuse, neglect, or need for intervention: Under section 4 of Alberta’s Child, Youth and Family Enhancement Act (CYFEA), every person who has reasonable and probable grounds to believe that a child is in need of intervention is required by law to report this to Children’s Services. This includes physical abuse, sexual abuse, emotional abuse, neglect, or exposure to family violence (including intimate partner violence witnessed by a child). This duty to report applies regardless of any promise of confidentiality and cannot be waived by the client, the practitioner, or the centre.
  • Risk of harm to self: If the practitioner has reasonable grounds to believe that the client is at imminent risk of self-harm or suicide, the practitioner will take steps to ensure the client’s safety, which may include contacting emergency services or a designated emergency contact.
  • Risk of harm to others: If the practitioner has reasonable grounds to believe that the client poses an imminent risk of serious harm to an identifiable person, the practitioner has a duty to take reasonable steps to protect that person, which may include warning the person at risk and/or contacting authorities.
  • Danger to a vulnerable person: If the practitioner becomes aware of abuse or neglect of a dependent adult or other vulnerable person, they may be required by law to report this to the appropriate authority.
  • Court order or subpoena: 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 practitioner will make every reasonable effort to limit disclosure to what is legally required.
Internal Consultation and Information Sharing Within the Centre

RFCC operates as a team of professionals. In order to provide the highest quality of care, a practitioner may consult with other clinical staff members within the centre about a client’s case. This may include:

  • Discussion of clinical concerns, treatment approaches, or ethical questions with a clinical supervisor or the centre’s leadership
  • Consultation with colleagues within the centre who may be providing services to other members of the client’s family or household, where coordination is clinically necessary or where safety concerns require it
  • Case review or consultation for the purposes of clinical training, quality assurance, or risk management

All staff members at RFCC are bound by the same obligations of confidentiality. Internal consultation does not mean that client information is shared outside the centre. It means that clinical professionals within the centre may share relevant information with one another for the purpose of providing safe, ethical, and coordinated care.

If a client has concerns about any specific information being shared internally, they may discuss this with their practitioner at any time. While client preferences will be respected to the greatest extent possible, there may be circumstances — particularly those involving safety or legal obligations — where internal consultation is clinically or ethically required.

When Multiple Members of the Same Family Are Clients

RFCC may, from time to time, provide services to more than one member of a client’s family or household. This may include individual counselling for a spouse, children’s therapy, or family-based services. In such cases:

  • Each client’s individual information remains confidential within their own therapeutic relationship.
  • However, where the centre becomes aware of safety concerns, mandatory reporting obligations, or clinical risks that affect the well-being of any client or family member, practitioners within the centre may need to consult with one another and share relevant information internally in order to fulfil their professional and legal obligations.
  • A practitioner will not serve as the practitioner for another member of the same family without discussing potential conflicts of interest and obtaining appropriate consent.
  • If a conflict of interest arises that cannot be managed ethically, the centre will take appropriate steps, which may include referring one or more family members to an external provider.
Records and Documentation

The practitioner will maintain clinical records of sessions in accordance with the standards of their regulatory college and applicable privacy legislation. Records are stored securely and access is limited to authorized clinical staff as described in Section 3.

Clients have the right to request access to their records in accordance with applicable law. Clinical records are retained in accordance with applicable regulatory requirements, professional standards, and RFCC’s record retention policy. For adult clients, records are retained for a minimum of 10 years following the last date of service. For minor clients, records are retained for a minimum of 10 years following the client’s 18th birthday. These periods may be extended as required by law or professional liability considerations.

Fees and Payment

RFCC operates on a fee-for-service basis, meaning clients are responsible for the cost of their sessions. 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.

Preparation of reports, letters, forms, treatment plans, or other documentation outside of scheduled counselling sessions, whether requested by the client or an authorized third party (e.g., an insurance company, employer, lawyer, physician, etc.), will be billed to the client at their practitioner’s current hourly rate unless otherwise agreed in advance.

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.

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.

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.

Cancellations or Missed Appointments

We understand that unforeseen circumstances may arise. However, because our practitioners reserve significant time and resources for each client, we maintain a clear cancellation policy to ensure fairness, respect for our practitioners’ time, and continued access to care for all clients.

Cancellation & No-Show Fees

  • More than 24 hours’ notice: No charge.
  • Within 24 hours of appointment or “No-show”: 100% of fee.

Alternatives to Late Fees

  • If clients are unable to attend in-person, they will be offered a virtual or telephone session as an alternative to being charged the late cancellation fee.

Missed or late-cancelled appointments limit our ability to support others. We encourage clients to manage schedules carefully and provide notice as early as possible. Adhering to this policy helps us maintain high-quality care and accessibility for all.

*Note: These charges are generally not eligible for insurance or subsidy reimbursement.

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.

Virtual Sessions

RFCC is pleased to offer virtual services via secure, HIPAA/PIPEDA-compliant videoconferencing. Virtual sessions limit some of the responsibilities assumed by practitioners. Because virtual sessions take place in a space outside of the practitioner’s control, practitioners cannot guarantee the same degree of confidentiality. Clients who choose virtual services assume full responsibility for the risks inherent in insecure internet transmissions.

AI-Powered Clinical Documentation

RFCC uses AI Scribe, a feature within the Jane App clinic management platform (jane.app), to assist practitioners with clinical documentation. This section explains how this technology is used and requires your acknowledgment.

With your consent, your practitioner may use AI Scribe to create draft clinical notes from your sessions. The process works as follows:

  • Session audio is temporarily recorded through the Jane App platform during your appointment.
  • The audio recording is processed by a secure, compliant third-party AI system to generate a draft clinical note in SOAP (Subjective, Objective, Assessment, Plan) format.
  • The audio recording is permanently deleted once the draft note is generated. Only the written clinical note is retained.
  • Your practitioner reviews, edits, and finalizes the draft note before it becomes part of your clinical record. The AI does not make clinical decisions — it assists with documentation only.

Jane App and AI Scribe are compliant with the following standards and legislation:

  • PIPA (Personal Information Protection Act — Alberta’s private-sector privacy law)
  • HIA (Health Information Act — Alberta’s health information privacy law)
  • PIPEDA (Personal Information Protection and Electronic Documents Act — federal)
  • HIPAA (Health Insurance Portability and Accountability Act — U.S. standard)
  • PHIPA (Personal Health Information Protection Act — Ontario; applicable to Jane App as a national platform)
  • SOC 2 Type 2 certified (security, availability, processing integrity, confidentiality, and privacy)

All data is encrypted in transit and at rest and stored securely on Canadian servers. Your session data is not used to train AI models. While digital tools carry inherent risk, RFCC and Jane App take all reasonable steps to protect your information in accordance with Alberta’s PIPA and HIA and applicable professional standards.

  • Consent is voluntary. Declining consent for AI-powered notetaking will not affect the quality, availability, or cost of your counselling services. Your practitioner will take notes manually.
  • You may withdraw consent at any time by notifying RFCC in writing. Withdrawal applies to future sessions only. Clinical notes already generated and finalized as part of your record will be retained in accordance with regulatory requirements (see Section 7).
  • Audio recordings are not retained. Once the draft clinical note is generated, the audio recording is permanently destroyed. Only the practitioner-reviewed written note remains in your file.
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.

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.

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