Frequently Asked
Questions

No, there is no set schedule or minimum requirement for availability. You have the flexibility to go online or offline
as you wish, and you can work from anywhere as long as you have a stable and secure internet connection. You
have full autonomy over your own time and practice location, but we do ask that you be mindful of your surroundings—ensure you’re in a quiet, private area to maintain a professional environment. Additionally, please make sure to uphold the professional standards required by your licensure.

While our platform emphasizes that we do not provide crisis intervention for acute risk issues (as stated in our
terms and conditions, informed consent, and Q&A for callers), we understand that these concerns may still arise during a call. We encourage you to use your best clinical judgment in assessing the situation and providing appropriate support.

If needed, you can use the dial-out feature to add a third-party crisis resource to the call. Once the caller is
connected to this resource, you can exit the call when you determine it is clinically appropriate, and the caller will no longer be charged for the session.

As a reminder, our Emergency Resources page offers local emergency resources to assist you in identifying the best support options for the caller.

After a call is completed, the call record will appear in your call log with a notepad icon. Clicking on the notepad
icon will open a text box where you can document the session. Please ensure you complete your documentation in a timely manner and lock the note once it is finished. If you need to revise a completed note, please submit a written request to [email protected].

Yes, absolutely! We encourage you to bring callers into your private practice for long-term therapy if you believe
it’s a good fit. We value the benefits of regular, ongoing therapy and recognize the importance of individual
practitioners and existing mental health platforms. Our platform is designed to complement your practice by
providing urgent care, after-hours coverage, and on-demand services, helping to strengthen the overall mental
health network.

Yes, there is! We understand the importance of work-life balance, and no therapist is expected to be available
24/7. When you’re offline, you can opt to receive push notifications every 5 minutes to stay updated on the number of callers potentially in need of a therapist. If you’re available, you can switch your status to online and may receive a call request. Just be sure the push notification feature is turned on, so you don’t miss out on an opportunity to help someone in need.

The maximum charge per call is the preauthorized amount, even if the session goes over an hour. While most
sessions are expected to last less than an hour, if a call exceeds that time, you and the caller will mutually decide
whether to conclude the session or start a new one. The caller will not be charged beyond the preauthorized amount for the initial session. If a new session is started, it will trigger another pre-authorization (also for an hour).

Great question! After all, we want to help as many people as possible, so let’s work together to make that happen.

Here are a few tips to increase your visibility and chances of receiving call requests:

Complete your profile page: A detailed and well-rounded profile helps callers feel more confident in choosing you.

Be online as much as you can: The more you’re available, the higher your chances of being selected.

Be flexible with your charge rate: Adjusting your rate within the recommended range may help you attract more callers.

Get thumbs-ups: After each session, a caller can give you a “thumbs-up.” Over time, an accumulation of positive
feedback speaks to your dedication and can enhance your visibility.

Engage with our content: We’re building up our YouTube channel, which will be linked to the app and website. If you create videos related to mental health, self-care, and wellness, you can submit them for approval and potentially increase your exposure.

Keep an eye on upcoming features: We’re working on sorting and filtering options for the therapist list, which will further enhance discoverability.

Remember, a complete profile page is your first and most important step!

Yes, as long as you are online, you can receive a call request anytime, anywhere. In fact, being in a different time zone may even increase your chances of receiving calls, especially during after-hours when many therapists are unavailable.

However, when traveling, it’s important to pay extra attention to a few key areas:

Internet security: Follow cybersecurity best practices to ensure your connection is secure.

Connection stability: Ensure you have a reliable internet connection for a smooth session.

Private and quiet surroundings: Make sure you are in a location where you can maintain professionalism and
confidentiality.

Above all, it’s your responsibility to uphold professionalism, confidentiality, and the standard of care, regardless of your location. If you’re traveling outside the United States, we recommend you refrain from providing services due to potential concerns with internet security and connection stability.