FAQs

Welcome to the York Hills Here to Help Phone-In Service

What is the Phone-In Counselling Clinic?

  • This service offers a quick access to counselling and an opportunity to address any issues that you may have.
  • Sessions are approximately 1 hour, but can be shorter, based on what you need.
  • They are on a first come, first serve basis.
  • During the sessions you will speak with a qualified counsellor.
  • The session will focus on what family members or person want to talk about. You will be supported to help identify what is the most helpful to focus on.
  • Your needs and strengths will be focused on. The goal of the session is to find solutions and leave the session with a plan.
  • Part of the plan may include connecting you to other services, if this is what is needed.
  • The session is meant to be a single session, but you can phone again, no questions asked! You make the choice around what you need.

What do I need to share before I talk to a therapist?

  • In order to ensure that we make the best use of your time we will ask you to provide us with some information about yourself and the reasons for calling.
  • You will be asked by our program support staff who will be the first to answer your call, for information about yourself and why you are calling. The staff will ask you for your verbal consent to receive the service and will talk to you about confidentiality.
  • After the session you will receive a post-session questionnaire. This will help us to know if you found the service useful and let us know how we are doing. It is also a great opportunity for us to know where we can be doing better. Your opinion is very important to us.

Confidentiality

  • The service is confidential and your information will not be shared unless you give us permission to do so. There is some exception to this though.
  • If we think you might hurt yourself, hurt another person, or you tell us that a child under the age of 16 is being hurt we will need to break confidentiality.
Letter From Chief Executive Officer

How much does it cost?

All of our child and youth mental health services are free of charge.

Is there a wait?

The wait times vary depending on the service being accessed. Our brief services generally have a shorter wait than our longer term services. We do endeavour to support all families who are waiting by regularly checking in and offering a range of services while waiting. Our intake department will offer more specific information around wait times.

Where are you located?

We have four locations throughout York Region. Efforts are made to meet at a place that works best with families and options will be explored when you book an appointment.

What languages are spoken?

We have staff that speak a variety of languages however our primary language is English. We do work with translators when needed. When you call the agency the intake worker will inquire about your communication needs and work with you to ensure that they are met.

What training does York Hills staff have?

York Hills Staff have a variety of educational backgrounds, experience and expertise. Some of the professions include social workers, child and youth workers, psychotherapists, play therapists, mediators, ADR specialists, psychologists and specialized consultants. If applicable, staff are required to maintain membership within their respective professional regulatory bodies. York Hills appreciates the complexity of the challenges that families are dealing with. When appropriate we use the input of different disciplines in order to provide the assessment and treatment that best meets the needs of the children, youth and families we serve.

How do you report child abuse?

York Hills is not a child welfare agency. In Ontario, the Child and Family Service Act, notes “If there is a suspicion of child abuse or neglect, or risk of child abuse, everyone, professionals and non-professionals alike, must immediately report these concerns to a local Children’s Aid Society (CAS).” If a staff at York Hills suspects that this is occurring they are obliged by law to contact the appropriate child welfare agency.

In York Region, contact one of the agencies below:

York Children’s Aid Society at (905) 895-2318 or 1-800-718-3850

Jewish Child & Family Services (JF&CS) at 416-638-7800.

York Region Police Services at 866-8POLICE or 1-866-876-5423 (non-emergencies only)

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