CSV
What is the first step when clients reach out to re-engage or if they have a question regarding services?
Connect the client to CSV by email
What are the next steps if you are asked to speak to a third party about a client?
Connect the client to Client Services via email
What are the admin teams working hours?
8-5pm
What's something you'll almost always find in a therapist's office?
Tissue
What is the best practice for advising CSV to move a file into follow up phase?
1. Email client advising them you are moving them into follow up and that they will need to re-engage with CSV to be added back onto your caseload.
2. Move client into follow up and email the clients phase overview name to csv
Where do we store signed parental consent forms?
Client's person account under notes and attachments
Who handles onboarding for new therapists?
Operations- Dawn
What's a phrase therapists say a lot
"How does that make you feel?" OR "Can we explore that further?"
What are the next steps when a new client reaches out to cancel/reschedule a first appointment?
Direct the email to Client Services with no communication directly with the client.
What must be confirmed before releasing client records?
That we have valid, fully completed consent forms on file.
How do you shout out a peer for their great work or achievements?
Slack
What could be an indicator that you someone is in need of counselling sessions?
Feeling overwhelmed
What is the required notice for client to cancel or reschedule without a fee?
48 hours
Who can sign a consent to release information for a child?
A parent or legal guardian with decision making rights
Where was our last social event held?
Bullseye Axe Throwing in Barrie
What's something a client might do in their first session?
Cry
How do we confirm a therapists availability before booking?
Salesforce Scheduler flow
- CSV does not utilize the calendar directly for booking insights
What's our process if separated parents with joint custody disagree on counselling?
We cannot proceed; both parents must consent when joint custody is in place.
How many people are on our team?
22
What's something a therapist does between sessions?
Writes notes