Frequently Asked Questions

After-Hours Support & Crisis Policy

For Program Participants

We understand that emotional crises don’t always happen during scheduled hours, and your safety is our top priority. While our OSR Program is not a 24/7 clinical facility, we have robust support systems in place:

  • 24/7 on-call access to a clinician or nurse

  • Nightly wellness check-ins and optional peer-led support on weekends

  • Access to 24/7 support workers if a higher level of care is needed

  • Individualized safety plans developed and reviewed with each participant

If a crisis arises during your time in the program, please notify our team immediately so we can help you access the care and stability you need.

For Individual 1:1 Counselling Clients (Non-Program Participants)

Our counselling team is committed to providing compassionate, accessible care, even between sessions when needed. Here's how between-session support works:

Between-Session Text or Email Support

We recognize that concerns can arise outside of scheduled appointments. Clients are welcome to send brief updates or questions to their counsellor. Responses are typically provided within 24 hours on weekdays, often sooner. Messages sent on weekends or holidays will be addressed the next business day.

  • Billing: Time spent reading and responding to messages is billed at $3 per minute. This includes both text and email communication.

  • If the situation requires a more detailed response, your counsellor may recommend discussing it in your next session or arranging a check-in appointment.

Clients may also send brief updates without expecting a reply between sessions; these can be addressed during your scheduled appointment.

Crisis Support Outside of Sessions

While our counsellors are not available 24/7, there may be times when we can offer brief support outside regular hours. If so, this support is billed at $3 per minute for time spent reading and responding to messages or speaking by phone.

If a situation exceeds what we can safely support outside session time, we will assist in connecting you with the appropriate resources.

Emergency and Crisis Resources

If you are in immediate danger or need urgent support, please use one of these 24/7 services:

  • Crisis Text Line (Canada-wide): Text CONNECT to 686868

  • Vernon BC Crisis Line: 1-888-353-2273

  • Suicide Prevention Line (Canada): 1-833-456-4566

  • Or dial 911 or go to your nearest emergency department

These resources are confidential, free, and available across Canada.

Confidentiality

Our team upholds strict confidentiality standards. Information shared with our counsellors is private unless one of the following exceptions applies:

  • There is a risk of serious harm to you or someone else

  • There is suspicion of abuse or neglect involving a child or vulnerable adult

  • We are required by a court order to release information

In such cases, we are committed to discussing any necessary steps with you respectfully and transparently.

Communication, Support & Admin FAQs

Can I contact your team via text or email?

Program Participants:
Yes. You can reach out via text or email for logistics, updates, or brief questions. Your assigned counsellor or support team member will respond during daytime hours, and we also offer nightly wellness check-ins as part of the program. Therapeutic or emotional support between sessions may be provided based on individual needs and staffing, and this will be discussed during your intake and treatment planning.

1:1 Counselling Clients:
Yes. For logistical matters like scheduling, text and email are welcome. For emotional support between sessions, time spent reading and responding will be billed at $3 per minute. For more in-depth or therapeutic conversations, we’ll guide those into a scheduled session to ensure we can hold that space with the care it deserves.

What if I’m afraid to talk or don’t know how to start?

All Clients:
That’s more common than you think—and totally okay. Therapy and group work don’t require you to have all the answers or even the words. We move at your pace. Silence, uncertainty, and emotion are welcome in our space, and our counsellors are trained to gently support you through those early steps.

What if I feel like I need more support than one person can give?

Program Participants:
You’re not alone—and you don’t have to carry this by yourself. Our interdisciplinary team works collaboratively to support you throughout the program. If we recognize the need for additional resources like psychiatric care, medical input, or community support, we will help coordinate that during your stay.

1:1 Counselling Clients:
If we reach a point where additional care could be helpful, your counsellor will work with you to connect with other services—like a physician, psychiatrist, or crisis team. This is never about being “too much”—it’s about making sure your support system is strong enough to meet your needs.

What is your cancellation policy?

All Clients:
We request at least 24 hours’ notice for cancelling or rescheduling appointments. Missed or late-cancelled sessions (without emergency) may be billed at the full session rate. For program participants, missed group or individual sessions are discouraged and will be addressed as part of your treatment plan.

How do you handle payments and fees?

Program Participants:
Program costs are typically covered by Veterans Affairs Canada (VAC) or other funders, depending on your eligibility. Any additional services (e.g., extended sessions, 24/7 support staff, etc.) will be discussed in advance if they apply to your care plan.

1:1 Counselling Clients:
Sessions are billed at your standard agreed-upon rate. Payment is processed securely via our online portal (Simple Practice). Additional between-session support, if provided, will be billed at $3 per minute for therapeutic responses. We'll always discuss billing in advance to keep everything transparent.