Working agreement between Client and Counsellor

Remote Appointments (Telephone or Video Call)

This information is valid from the 17th April 2024. It is periodically reviewed for accuracy. Changes will be highlighted at the top of the document.

Please note, this agreement has been changed to become an addendum to the face-to-face Working Agreement.

Please consider this working agreement an addendum to your previously signed working agreement with counselling@unit12.

Remote working may be something that you are familiar with, or it might be completely new to you. Remote counselling has been proven to be very effective, but it is different from face-to-face counselling as misunderstandings may occur due to the limitations of technology to accurately transmit all of our usual facial expressions, body language and tone of voice. It is therefore important for both you and your counsellor to feel comfortable in asking for clarification if you are unsure of something that either of you say or refer to within your exchanges. This will promote a strong therapeutic relationship.

We offer two different types of Remote Appointment; telephone appointments and Video call appointments. Choosing which is most suitable for you is something only you can do and will depend on how comfortable you are about using technology and what your relationship is with technological communication.

Regular sessions

Telephone appointments: If you opt for appointments over the telephone, your counsellor will call you at the scheduled time of your appointment on the telephone number you provided as your preferred contact method on the Client Contact Details form. Should you need to change this number, please either email administrator@cau12.com or let your counsellor know.

If your counsellor cannot reach you, they will attempt to call you again a couple of times, followed by sending a text message to you, should the number we hold for you be for a mobile phone. Should the counsellor not be able to reach you, we will contact you to rearrange your appointment. Please note the terms for missed appointments later in this agreement.

Before attending your telephone appointment, please consider the best location for you to be during the session. If possible, try to choose somewhere you feel comfortable and where you will not be disturbed or overheard.

Video call appointments: If your chosen remote counselling method is via Video call, your counsellor will send you a Zoom link in advance of your appointment.

Zoom is a secure and encrypted service and is free for you to access and download; which you can do from www.zoom.us.
You can watch a video on how to join a Zoom session here:
https://support.zoom.us/hc/en-us/articles/201362193-Joining-a-Meeting

The link will be sent via email, which will include a Meeting ID and password. You will be able to join the meeting either by clicking on the link or by entering the Meeting ID and password into Zoom. When joining the meeting, you will enter a virtual waiting room, and your counsellor will then admit you to the appointment. This adds a layer of security as only your counsellor can admit you to the appointment.

As with telephone appointments, please consider the best location for you to be during the session. If possible, try to choose somewhere you feel comfortable and where you will not be disturbed or overheard.

Please make sure that you have installed Zoom on your device before the session commences, with your video and microphone switched on. It is helpful if your device is positioned stationary so that it is stable and placed at an appropriate height so that your face is clearly visible.
Sound quality can be improved by using headphones with an attached microphone, but these are not essential.

Technological interruptions: While it is not common, using technology can present its own challenges and sometimes connections can be interrupted, and disconnections can occur. To minimise disturbance please ensure you are in a location with a strong signal for your phone or that your Wi-Fi signal is strong and stable. Closing down any unnecessary apps during the call also allows your device to be able to focus its resources on the call, reducing the chance of the signal dropping unexpectedly. We also strongly recommend that, where at all possible, you only use a private Wi-Fi connection and not a public hotspot. We also strongly recommend that you disable your device’s Bluetooth connection for the duration of the counselling session.

In the event a disconnection occurs and does not rectify itself within a couple of minutes, your counsellor will contact you using your preferred method of contact to work out how best to proceed.

Confidentiality (within the limits of the law)

Please bear in mind that, whilst every effort is made to provide a safe and secure environment for your remote therapy, absolute security does not exist in the digital world. Telephone and internet-based technology is fallible; it can never guarantee 100% confidentiality and there is a possibility, albeit minimal, that confidentiality may be compromised.

Your commitment

You agree to ensure that your device is sufficiently charged, that you are in a location with a suitable signal strength and that, for Video call appointments, the Zoom app is installed and you are prepared to enter the meeting using the link provided by your counsellor.

You also agree to wear appropriate clothing during Video call appointments, as if you were meeting with your counsellor face-to-face in a counselling room.

Cancellations

Should your session not be able to take place due to technological interruptions, payment may not be required. Should the counsellor agree to waive the fees because of technological interruptions, and if you have made your payment in advance, the funds will be carried over to your next appointment.

Your Counsellor’s Commitment

• To be available at the agreed time via Zoom link or to call you by telephone at the agreed time.

• To send a Zoom link by email to you, the client, for connection to the Video call appointment.

Additionally, both parties will:

Ensure that relevant security updates on devices are up to date and installed, make sure power supply and battery charge is sufficient on our devices, make sure we each have an alternative means of communication, i.e. phone, should disconnection from the Zoom platform occur.

To accept the terms of this Working Agreement, please complete the online form you can access by clicking on the following button.