Programs & Services > Counselling > Frequently Asked Questions
Frequently Asked Questions
- How can we help?
- Is FSA open to anyone?
- What can I expect from my counselling?
- How can I get the most out of my counselling?
- What if I can’t make my appointment?
- What if I want a different counsellor?
- How private is my counselling?
- Can I see my record?
- What if I want to correct information in my record?
- What if I have a complaint?
- What if I can’t pay my
fees?
How can we help?
Sometimes the challenges we face in our daily lives become too difficult to manage alone. We may need someone to talk to who can help us find solutions. Family Service Association (FSA) is a non-profit, social service agency which offers a variety of counselling programs; one-to-one, with couples and families, or in groups – to help people cope with the challenges of:
- personal, job, relationship, parenting and family problems;
- aging and caring for an aging family member;
- coping with developmental disabilities;
- dealing with separation, divorce and new relationships;
- surviving domestic violence and sexual abuse;
- accessing community resources;
- dealing with sexual and gender orientation issues;
- coping with the impact of HIV/AIDS;
- living in poverty;
- and so much more.
Is FSA open to anyone?
FSA is strongly committed to anti-discrimination practices for all our clients, volunteers and employees. Our services are available to everyone living or working in Toronto, regardless of age, cultural background, race or sexual orientation. In order to serve Toronto’s large and diverse population, we offer service in numerous languages and many of our offices are wheelchair accessible.
What can I expect from my counselling?
At FSA, we offer an encouraging and supportive environment. Our skilled professional counsellors will help you explore and understand your problem, and help you develop solutions. Your counsellor will also tell you what to expect, including:
- an estimate of how much time it will take;
- what it will involve and any potential risks;
- any discomfort you might face;
- and the kind of changes you may experience.
How can I get the most out of my counselling?
Counselling can be a very rewarding experience, but it takes hard work and dedication. That’s why it is important to attend all your scheduled sessions and be open to new ways of looking at yourself. It is also important to be an active participant and to tell us what you find helpful or unhelpful throughout the counselling process.
What if I can’t make my appointment?
If you can’t attend a scheduled appointment, please notify us at least 24 hours before your session. This way we can offer your time to another client.
If you don’t give us at least 24 hours advance notice, we will ask you to pay for the session, unless there are extenuating circumstances.
What if I want a different counsellor?
We understand how important it is for you to feel comfortable with your counsellor and this can take time. That’s why we encourage you to get to know your counsellor before deciding whether their style is right for you. If you still think you will have difficulty working together, you can call the number at the end of this brochure and ask to speak with your counsellor’s manager. Together we’ll find a solution.
How private is my counselling?
Anything discussed between you and your counsellor is private and confidential within FSA. To get advice on how to be most helpful to you, your counsellor may consult within the service team, with the supervisor or program consultant.
There are some special circumstances where we may release information regarding your counselling without your consent:
- if we believe you or someone else is in imminent danger of physical harm, and information we have might prevent it;
- if a child under 16 may be at risk of abuse;
- if we're subpoenaed by a court of law, or
- if we're presented with a search warrant.
Can I see my record?
At any time you may request to see a copy of our client record for you by writing a request note to Family Service Association of Toronto. Please provide your name, birth date, phone number and address. We will call you to set up an appointment for you to review your personal information. To ensure confidentiality, you must view the information on the premises. However, you can request, in writing, that information about yourself be released to specific people such as your doctor or another agency.
What if I want to correct information in my record?
For your protection, once your record is written, we at FSA cannot change it. However, if you find statements that are not factually accurate or opinions you disagree with, you can add corrected information to the record. You can do this by writing us with your information. Please sign and date your information. Once you’ve submitted your corrected information, it will go on the record and we will notify you of our response to your corrections within three weeks.
What if I have a complaint?
We want to know what you think of our service.
All our staff welcome your comments and we encourage you to speak with your counsellor directly about any concerns you may have about our service. If this makes you uncomfortable, you can also call the number at the end of this brochure and ask to speak with your counsellor’s manager.
What if I can’t pay my fees?
In order to make our services as affordable as possible, our fees are on a sliding scale basis. Funding from the United Way allows us to set fees according to household size and income.
You will be asked to pay your fee before each session. If you miss two payments, we will not be able to offer another appointment until your account is settled, unless there are extenuating circumstances. If your financial situation changes, please let us know right away. No one is turned away due to inability to pay because of low income.
If a doctor has referred you, you may be able to claim the fees as a tax deduction. You may be eligible for subsidy through your insurance or an employee assistance plan. Please check.
To arrange for counselling, please call our Service Access Unit, Tel: 416.595.9618
