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Frequently Asked Questions

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General Questions

What is Caring Connected and what is their role?

Caring Connected is a company that offers unique, flexible access to professional, quality psychological care combined with modern conveniences. Our mission is to make finding, connecting to, and attending mental health treatment as seamless and easy as possible. We change the way people get help with facing life's challenges by providing convenient, discreet, and affordable access to state licensed and/or registered associate mental health professionals.

How common are mental health issues?

Very. According to the National Institute of Mental Health, more than a quarter of American adults experience depression, anxiety or another mental disorder in any given year. Still, others need help coping with a serious illness, losing weight, or stopping smoking. And even more others struggle to cope with relationship troubles, past trauma or neglect, suicidality, job loss, community, racial, identity, or cultural trauma, the death of a loved one, stress, substance abuse, or other issues. You are not alone, nor should you be ashamed to ask for help. Look at our Who We Help page to see a huge list of common issues our Care Providers see in their practice. Most of our Care Providers have had or experienced themselves at least one of those situations before!

What are some benefits and/or risks to undergoing mental health treatment?

Therapy will seek to meet the established goals of all members involved. A major benefit potentially gained from participating in therapy is a better ability to cope with or self-manage difficulties/issues arising within personal, romantic, family, occupational, educational, legal, community, or other interpersonal relationships. Adjusting to various life transitions or events, such as career changes, grief/loss, traumas, injustices, addictions, and illnesses can also be significant areas of exploration. Examining the cognitive, behavioral, or mood-based patterns formed in one's early childhood, and/or more recently, can help clients determine elements of their lives that continue to serve them and those hindering personal progress and development.

Although there is an expectation that clients will benefit from therapy, there is no guarantee that will occur. Sessions may deal with sensitive or difficult topics, elicit uncomfortable emotions, or lead to individual decisions that can be, at the least, temporarily disruptive for oneself or others. Therapy may also change a client's perspective or attitude toward their experiences, values, communities, beliefs, self, or other people and their experiences, values, communities, beliefs, or selves.

Who will be helping me?

Our experienced team is made up of highly trained Care Coordinators, independent, licensed and/or registered Care Providers, our corporate leadership, and support staff. Your Care Provider is the person who schedules and conducts the actual treatment with you and your Care Coordinator is who can help you with billing, paperwork, forms, payments, Client Portal, and other administrative items. 

How can I get started with Caring Connected?

Contact Us by phone, e-mail, text, or through chat on our social media pages. After you contact us, we will respond (typically within 48 business hours) and set up a FREE phone consultation with one of our experienced Care Coordinators. Unless you already know which Care Provider you want to work with, your Care Coordinator will attempt match you to an available Care Provider who fits your objectives, preferences, and the type of issues you are dealing with.

How do I get matched to a Care Provider?

After you first Contact Us, we will set you up for a FREE phone consultation with one of our experienced Care Coordinators. Your Care Coordinator will attempt to match you to an available Care Provider who fits your objectives, preferences, and the type of issues you are dealing with. Different Care Providers have different approaches and areas of focus, so it's important to find the right person who can achieve the best results for you. We have found that we are able to provide a successful match most of the time; however, if you start the process and you feel your Care Provider isn't a good fit for you, you may elect to be matched to a different provider.

Why does Caring Connected refer to me as a client instead of a patient?

These terms are essentially interchangeable, but we prefer to use client. To us, the word patient implies sickness or being helpless (we don't believe it's helpful to think of you that way). The term patient also implies a long-term dependency on your Care Provider; however, the Care Providers' job is help you learn so that you eventually won't need them anymore. The word patient also suggests you have "problems" that need "curing" (we don't believe every difficulty is an unsolvable problem, nor do we believe all circumstances can or should be "cured").

Is Caring Connected right for me?

Maybe! There are many reasons people seek out mental health help, including to treat mental disorders, adjust, cope with, and work through difficult or new life or community situations, or to simply better themselves (e.g., to improve self-esteem, learn communication skills, or become more successful in their career, sport, or relationships). One does not need to have a mental disorder or be in crisis to need/want therapy. Please see the Who We Help page to see if your issue(s) is one our Care Providers specialize in or work with on a regular basis. If you're unsure whether or not your issue(s) falls within our Care Provider's scope of practice or specialty, you can always Contact Us to ask. If it turns out that our Care Providers do not work with your particular issue(s), we will do our best to provide you with the information of someone who might be able to help.

Caring Connected is not the right solution for you if any of the following is true: 

Will therapy work for me?

Research supports the assertion that therapy works for most clients. Many clients report therapy has given them relief from depression, anxiety, relationship problems, community or identity struggles, and difficult life changes, events, or situations, among many other things. Many also report that therapy has helped with personal growth and career exploration. Most often, therapy works well if you work hard, stay committed, and don't give up.

I tried therapy before and it didn’t work, why should I try it again?

Sometimes the chemistry between the provider and client or the therapeutic modality just isn’t a good fit. That's why at Caring Connected, our Care Coordinators work hard to match you with the right Care Provider from the start. However, just as you sometimes have to switch medication, you may need to switch providers or treatment modalities to achieve the results you desire if you feel your Care Provider is not the right fit for you. Therapy works best when you are open to the process, complete outside tasks or assignments, and are willing to actively participate in your own healing. 

What age clients do the Care Providers work with?

Our Care Providers are trained and qualified to work with clients of any age; however, each Care Provider has their own specialties and preferences. Please see Our Team for more information on the specific client populations each Care Provider works with.

Confidentiality and Privacy

Is everything I share with Caring Connected totally confidential?

Yes, and no. It is understood that information disclosed during sessions is confidential and will not be disclosed to anyone without prior written permission from you, except as required by law. Disclosure may be required by law in any of the following circumstances:

A)   When there is reasonable suspicion of abuse or neglect of an elder, dependent adult, or minor child.

B)   When a client communicates a threat of harm to self, others, or property.

C)   When disclosure is required pursuant to court or legal proceedings. 

D)   Parents'/legal guardians' right to know their minor child's progress.  

E)   If a Care Provider is working under the clinical supervision of another Care Provider or attends Peer Consultation groups, your case may be discussed with those contexts for the purpose of collaboration, ethical standards, and best treatment practices.

In any of the above situations, your Care Provider will employ clinical judgment in deciding appropriate measures needed to ensure safety/best interest of all parties.

What about confidentiality between clients in a couple or family therapy session?

When one or more people are in session together, your Care Provider will collectively view all members of the treatment unit (couple, family, or group) as "the client." Therefore, any release of information to an outside party (except as noted above by law) would require the written approval from each individual member of the treatment unit. 

Additionally, each member of the treatment unit will usually be required to agree to a "No Secrets Policy." This policy means that information shared with your Care Provider by one member of the treatment unit when the other member(s) are not present may be disclosed to those other member(s), based on your Care Provider's clinical judgment of what is in the best interest of the whole treatment unit and therapeutic process.  

What happens if I see my Care Provider out in public or on social media?

If you accidentally cross paths with your Care Provider in a public setting (e.g., shops, restaurants, public events, or within a social media capacity), your Care Provider will not acknowledge you. This policy is in place to maintain professional boundaries and protect your confidentiality by not revealing publicly to others that a therapeutic relationship exists. 

How is my privacy protected?

If you wish for any of your information or records to be released to a third party, please let your Care Provider know. Your Care Coordinator will then send you an authorization form that you will need to fill and sign before your information can be released.

Do both parents need to consent in order for their child (under age 18) to be treated?

If a minor's parents/legal guardians are married and have joint custody, only one parent's consent is required. If the minor is under a shared custody agreement, both parents must consent in order for their child to be treated.

Can a minor consent to treatment on their own if they don't want to/can't involve their parents in treatment?

In California, anyone over age 12 can consent to their own therapy without a parent’s permission or even knowledge IF the minor seeking help has good reason not to include/inform their parents (e.g., if their parent was abusing them and that’s why they were seeking help). 

If you’re a minor just wanting to do regular therapy and your parent(s) already know about it and approve of it, you would be treated like a regular minor in therapy. This means your parent(s) would have the right to updates about how your treatment is going and must initially sign saying it’s ok that you attend therapy. Additionally, if your safety was ever in question, your Care Provider could also choose to break confidentiality and involve your parent(s)/legal guardian(s) whether you wanted them involved or not. 

If your parent(s) are divorced and share custody (as opposed to one parent having full custody), your Care Provider would need to obtain permission and approval from both of them in order to work with you (unless you are able to consent to your own treatment as described above). 

Care Providers

Who are the Care Providers?

Check out Our Team to learn more.

Care Providers are state licensed and/or registered, trained, experienced, and accredited Psychologists (AP, RP, PhD or PsyD LP/LEP), Marriage and Family Therapists (AMFT, LMFT), Clinical Social Workers (ACSW, LCSW, LMSW), and Professional Clinical Counselors (APCC, LPC/LPCC) who are ready to address your specific mental health needs. All of them have a Master's or Doctorate Degree in their field. They have been qualified and certified by their state's professional board after successfully completing the necessary education, exams, training, and practice for their specific level of credential. While their experience, expertise and background vary, they all possess at least 2,000 hours of hands-on clinical experience and have completed at least 20 sessions of their own personal therapy so they know how it feels to be a client. 

How are the Care Providers verified?

Care Providers who work with us are required to pass through a rigorous vetting process and must provide proper licensure and/or registration documentation, proof of identity, and references from other qualified practitioners who have worked with them. We then cross-check their information with their state licensing board and any other credentialing entities. Our team ensures that every Care Provider we work with is fully, actively credentialed and that their credentials are always in good standing. 

In addition to checking credentials, each potential Care Provider has to complete several rounds of interviews administered by a fully licensed clinician and provide at least 2 professional references, who are consulted with before the Care Provider is accepted to work with us.

We also show full licensing and/or registration information for each Care Provider on the Our Team page to make it easy for you to do your own due diligence, if desired.

I'm a licensed clinician. How can I become a Care Provider?

Please see our Careers page for more information.

What do all those letters after their names means and what is the difference between a psychiatrist, psychologist, psychotherapist, counselor, coach, etc.?

These terms and others are sometimes used interchangeably when referring to a variety of talk-based helping services (which can cause a little confusion). While the professions are actually quite different, they all share a common goal--to help clients work through issues that have begun to effect themselves, others, or their lives in a negative way. The largest differences between these professions lie in the education, training, and licensing processes each of these professionals must go through before they are legally allowed to practice and in how they are legally allowed to help. Please see below for a basic description of some of the most common helping professionals:

PSYCHIATRISTS (MD)

Psychiatrists must go through the same education as any other medical doctor (such as an internal medicine physician or a pediatrician) and, therefore, must earn a Doctor of Medicine degree (M.D.). In addition to and after medical school, psychiatrists must undergo a four-year training called residency, during which they specialize and focus their training on the assessment, diagnosis, and treatment of mental health disorders. After residency, they can choose to further their education in a sub-specialty by doing a fellowship (sub-specialties are things like child psychiatry, adolescent psychiatry, or neuropsychiatry, etc.). Psychiatrists most often help by prescribing and managing psychiatric medication, as their expertise focuses on the chemical balance within the brain that causes, alleviates, or worsens mental health disorders; though, their residency also includes training in non-medicinal, talk-based therapeutic techniques. Psychiatrists can work in a variety of settings such as private practice, academia, hospitals, research, inpatient facilities, and many others. Clients may be referred to psychiatrists by other helping professionals to obtain medication as part of a comprehensive treatment plan (e.g., if a therapist believes a client could progress farther in therapy with the addition of an anti-depressant medication) or can come to see a psychiatrist on their own.

PSYCHOLOGISTS (AP, RP, LP, LEP)

Psychologists must earn a doctoral degree in a qualifying subject (such as Clinical Psychology) and must further complete 3,000+ hours of supervised experience before they can take their state-board licensing exams. Their doctoral degree can be in the form of a Ph. D. (a Doctor of Philosophy; more research based) or a Psy. D. (a Doctor of Psychology; more clinically based). Psychologists are social scientists who study human behavior and mental processes and are able to diagnose and treat mental disorders. Though they hold a doctoral degree, they are not medical doctors, and thus are not able to write prescriptions for medications. Psychologists most often help by conducting psychological testing and assessment to determine if a client suffers from a mental health disorder; though, their education also includes training in non-evaluative, talk-based therapeutic techniques. Psychologists can work in a variety of settings such as private practice, academia, research, hospitals, and many others. Clients may be referred to a psychologist by other helping professionals to obtain testing, evaluation, assessment, or talk-based treatment as part of a comprehensive treatment plan (e.g., if a therapist believes a client may have dyslexia and wants to confirm this with a test), or can come to see a psychologist on their own.

MARRIAGE AND FAMILY THERAPISTS (AMFT, LMFT)

Marriage and Family Therapists must earn a master's degree in a qualifying subject (such as Psychology with an Emphasis in Marriage and Family Therapy) and must further complete 3,000+ hours of supervised experience before they can take their state-board licensing exams. MFTs are trained to assess, diagnose, and treat a wide variety of mental health disorders and are also trained to assist clients in adjusting to various life issues (like death, loss, trauma, divorce, or low self-esteem), within the context of a client's relationship with themselves or others. Despite the "Marriage and Family" title given by the state, MFTs are qualified to provide therapy on an individual, couple, child, family, and group basis, depending on a client's needs. MFTs receive extensive training in many therapeutic techniques, talk-based and otherwise, and can choose to approach therapy from a wide a variety of therapeutic theories or orientations (e.g., Freudian/Psychoanalytic, Cognitive Behavioral, Solution-Focused, etc.); however, MFTs cannot write prescriptions, and can only perform psychological tests or assessments they are trained to administer. MFTs work in a variety of settings including private practice, schools, hospitals, rehabilitations, and many others. Some MFTs practice early crisis intervention and brief, focused psychotherapy to resolve problems or reduce symptoms quickly. Others have the expertise and skills to provide more intensive, long-term treatment, as necessary. 

PROFESSIONAL CLINICAL COUNSELORS (APCC, LPCC)

Professional Clinical Counselors are very similar to MFTs, but PCCs generally have more career counseling and rehabilitation experience than MFTs; however, PCCs are not qualified to see couples and families unless they have completed relevant training or are dually licensed as a PCC and MFT. This mostly depends on the curriculum they have while earning their master's degree and supervised hours and is slightly different for each practitioner. Like MFTs, PCCs are also trained to assess, diagnose, and treat a wide variety of mental health disorders and are also trained to assist clients in adjusting to various life issues (like death, loss, trauma, divorce, self-esteem, etc.). In order to become licensed, individuals need the same amount of education, training, and 3,000+ supervised hours of experience as that of an MFT.

OTHER HELPING PROFESSIONALS (ACSW, LCSW, CAADE, ABA, Coaches, etc.)

Other helping professionals include Licensed and/or Registered Clinical Social Workers, Career Counselors, Case Managers, Drug and Alcohol Counselors, Behavioral Therapists (Applied Behavioral Analysts), Life Coaches, and Executive Coaches. All of those, with the exception of Life and Executive Coaches, have minimum education and clinical training requirements to become licensed by the state. Life and Executive Coaches can undergo education, training, and certification, but they are not required to and are thus considered "unregulated". This leaves clients with more risk when they are "shopping" for coaches, as anyone (whether qualified or not) can go into business as a coach. That is not to say that all coaches are fakes or frauds--just that clients should take extra precautions to look into any providers' background before making their final choice.

Contact and Communication

How will I communicate with my Care Coordinator?

You can Contact Us via text, phone, or e-mail. Session confirmations, billing, and any other ongoing communication with your Care Coordinator is also conducted over text, phone, or e-mail, depending on your personal preferences. Only the first session is scheduled through your Care Coordinator, while subsequent sessions are scheduled with your Care Provider.

How will I communicate with my Care Provider?

Once you're assigned to your Care Provider, your Care Coordinator will provide you with your Care Provider's direct contact information. All scheduling other than the initial (first) session is done together with your Care Provider.

Your Care Provider will try their best to return any outside-of-session communications within two (2) business days. This policy is in place to maintain personal and professional boundaries, encourage your independence, and set an example of psychologically healthy communication practices. 

In our technologically advanced time, many people feel obligated to be constantly available and immediately responsive. This increasingly and unfortunately common expectation (to always be available) is not psychologically healthy, or realistically achievable, and does not allow for truly relaxing or quality time with the self or others. If your Care Provider becomes aware of an emergency situation, they will attempt to respond as promptly as possible. 

Who should I contact during an emergency?

In the event of an emergency call 911 immediately. Your Care Provider will attempt to return any emergency client communications as soon as is practically possible; however, if you, or anyone you know, are experiencing a life-threatening emergency, or are in any immediate danger of self-harming or harming others, please take immediate action and call 911, law enforcement, or go to the nearest hospital emergency room. Do NOT wait for your Care Provider to return communication to take action or protect yourself/others. Do NOT contact Care Coordinators for clinical or emergency purposes.

Sessions and Treatment Length

What is your cancelation and reschedule policy?

When a session is scheduled, you are reserving that time and space with your Care Provider; thus, if you miss a session, that time becomes unusable for other clients. 24-hour notice is required for cancelations of scheduled sessions or your full established session fee will be charged. Exceptions for extenuating circumstances will be granted on a case-by-case basis. If your cancelation or reschedule is communicated with at least 24-hour notice, you will not be charged. 

How do I schedule an appointment?

Contact your Care Provider using the contact information on the digital business card provided in the "Session Confirmation" email or otherwise provided by your Care Coordinator. Please note: all scheduling requests are not finalized until you hear back that your request has been confirmed. You will receive communication once your request is confirmed.

How do I reschedule an appointment?

Contact your Care Provider using the contact information on the digital business card provided in the "Session Confirmation" email or otherwise provided by your Care Coordinator. Please note: all scheduling requests are not finalized until you hear back that your request has been confirmed. You will receive communication once your request is confirmed.

How do I cancel an appointment?

Contact your Care Provider using the contact information on the digital business card provided in the "Session Confirmation" email or otherwise provided by your Care Coordinator. Please note: all scheduling requests are not finalized until you hear back that your request has been confirmed. You will receive communication once your request is confirmed.

How long are the sessions?

Standard therapy sessions are either 50 or 90 minutes, depending on your specific needs; however, due to the inexact nature of conversation, sessions can run +/- 5 minutes early or late. Our Care Providers do their best to start and end sessions on time to be respectful of everyone's time.

How long will I be in treatment?

There is no set minimum or maximum number of sessions, nor is there a guarantee surrounding the length of the treatment process. You may inquire about the nature, length, cost, and consequences of treatment at any time, and you are free to discontinue treatment at any time. 

Therapy is hard work and should not be considered a "quick fix" or "cure." That being said, a majority of clients usually notice a benefit or improvement in their symptoms within the first several sessions (and beyond). Though some clients can benefit from shorter-term treatment, most clients attend for months to years because building a safe, trusting, and truly honest relationship takes time. Thus, without the required time, effort, and commitment, clients will not achieve their desired results. Please see the Our Approach page to learn more about our beliefs on therapy and the timing and structure of the therapeutic process.

The Care Provider also reserves the right to discontinue treatment at any time, for any reason, including, but not limited to: non-payment of fees, failure of the client to benefit from treatment, the Care Provider being physically or emotionally unable to continue, ethical conflicts, conflicts of interest, closure of the practice, the Care Provider moving away, or if there is a perceived threat of personal safety. If services are discontinued by either party, Caring Connected will attempt to provide appropriate outside referrals for your continued care by another clinician.

Rates, Care Packages, and Insurance

How much do services cost?

Please see Our Rates for more information about rates for different services, financial policies, payment, and potential reimbursement from your insurance company.

Can Care Provider rates change?

Care Provider rates are reviewed on an annual basis and adjusted based on inflation, costs of the practice, new services offered, and/or additional credentials obtained. Rates are subject to change at any time; however, your Care Provider will attempt to provide you with reasonable notice if changes in rates or policies occur.

 Will it cost me to text, call, or video chat with my Care Provider?

Any clinical communication (as opposed to scheduling, billing, or administrative) exchanged with your Care Provider outside of session will be billed at your established rate in 25-minute increments; including, but not limited to: crisis response, coordinated care with other professionals, client advocacy, phone calls, video sessions, e-mail correspondence, and text communication. If any legal or court proceedings require your Care Provider's time, you will be billed at twice your established rate. 

How can I pay for services?

Are there any other fees I should know about?

There will be a $25.00 charge for any returned checks or undepositable funds. As a courtesy, you will not be charged late fees if payment is made within one week after a session occurs; however, for any outstanding balances older than one week, you will be charged a late fee of $10.00 (per additional week).

What are Care Packages and how do they work?

Does Caring Connected take my insurance? Can I be reimbursed by my insurance?

We do not accept insurance directly; however, your insurance company may reimburse you for treatment with Caring Connected. Please see the insurance section of Our Rates page for more information about why we do not accept insurance and how you may be able to obtain reimbursement from your insurance company. Many of our clients receive between 50-100% reimbursement from their insurance companies.

How do I obtain a superbill or receipt for services?

If your insurance company does offer reimbursement, you may request a superbill from your Care Coordinator as a receipt for services rendered. Superbills include date(s) of service, relevant billing codes, and insurance-required information about any diagnoses and your Care Provider. Please email your Care Coordinator to request superbills.

I can't afford to come to therapy anymore, or need to stop for another reason ... what do I do?

You may always stop treatment for any reason, at any time. If you feel that you need to stop based on affordability, please feel safe to bring this up with your Care Provider in session so that they have an opportunity to temporarily adjust your rate, if they are able. At the very least, if your Care Provider can't accommodate a rate adjustment, they or your Care Coordinator will try to refer you to someone who can. Everyone deserves help, regardless of income. If you wish to stop for any other reason, but feel uncomfortable telling us why, please feel safe in knowing that we will not take offense or take it personally if you feel the need to stop treatment, whatever the reason. Sometimes clients may wish to stop therapy if they feel they are not making progress or if they are scared to make progress (people tend to fear change). It is our policy and normal practice in the field of mental health treatment for Care Providers to schedule at least one termination session to discuss these reasons, gather feedback, and/or hear your concerns, so that they can help others most effectively in the future. 

Remote Sessions

Can video, phone, or text treatment substitute for traditional face-to-face therapy?

The Care Providers who work with Caring Connected are licensed and/or registered, credentialed mental health professionals who were certified by their state's board to provide therapy and counseling, regardless of physical location. Video therapy has been shown in numerous studies to be equally effective as in-person therapy; however, our Care Providers have seen best results in the long term from in-person therapy. Please note that your Care Provider won't be able to make any official diagnosis or fulfill any court orders via remote treatment options.

How do phone sessions work?

Phone sessions can be a great way to conveniently speak with your Care Provider by simply using your landline or cell phone, no matter where you are. You and your Care Provider decide together whether phone sessions would be beneficial for your treatment. 

Once it is decided that you may benefit from participating in phone sessions, you would schedule it like any normal session via contacting your Care Provider. At your scheduled phone session time, your Care Provider will call the phone number you have provided.

How do video sessions work?

Video sessions allow you to see and speak to your Care Provider in a virtual face-to-face setting (similar to Skype or FaceTime). You and your Care Provider decide together whether video sessions would be beneficial for your treatment. Video sessions at Caring Connected are most often conducted through a platform called Doxy.Me, which is a HIPAA compliant, secure, and easy-to-use system. You will not need to login or register or download any plug-ins; you will simply need a computer or device with a working camera, microphone, and Chrome, Firefox, or Safari web browsers. Please note, Caring Connected is not responsible for remote session technology, data breaches, or technical support. Individual Care Providers sometimes opt to use different video platforms, of which you would be made aware prior to the session.

Once it is decided that you are able to participate in video sessions, your Care Provider will provide you with your own personal link to their virtual waiting rom. To schedule a video session, do so like you would any normal session via contacting your Care Provider.

A few minutes before your scheduled video session time, enter the virtual waiting room by typing your personal link into the URL of either a Chrome, Firefox, or Safari web browser. Once your Care Provider arrives in the virtual waiting room, they will initiate the video session with you.

Please see these instructions for a more detailed description on how to start your video session using Doxy.Me.

Client Portal

How do I login to my Client Portal account?

Click here to login to your Client Portal account.

How do I make payment or set up a credit card within my Client Portal account?

Caring Connected does not allow clients to make payments or set up payment cards through Client Portal. If you would like to provide card information, please do per the below:


Payments are accepted via card only. You can provide credit, debit, Health Savings Account (HSA), or Flexible Spending Account (FSA) card information to us via confidential email, text, or voicemail (either via email to billing@caringconnected.com or via text/voicemail at 707-266-6328 and leave a voicemail after the tone). If you are emailing, texting, or calling us with card information, please provide all of the following information: 


Full name on the card:

Card number:

Expiration date:

Billing zip code:

CVV (the 3 or 4 digit security code):


We keep your card on file and charge it for you after each session. If you ever need to update your card, please do so via email, text, or voicemail per the above. Please note, superbills are NOT the same thing as the automated e-mail receipt you get from Caring Connected when a credit, debit, HSA, or FSA card is charged. If you need a superbill, please email us to request one.

Please click the below links for detailed instructions on Client Portal items:

How to Create Your Client Portal Account and Complete Intake Forms

Completing and Submitting Intake Forms In Your Client Portal

Before Your First Session

What should I be sure to ask myself before and during the first session?

·  What do I hope to gain from therapy? What goals do I have?

·  Am I comfortable with this Care Provider? (Remember: The most important factor in securing effective therapy is a good relationship between you/your Care Provider.)

·  Am I willing to do the work necessary to participate in therapy?

What can I expect my first session (and others) to be like?

In your first session, your Care Provider will spend the first few minutes going over our policies and procedures, the limits of confidentiality, and a brief summary of their approach to therapy. Then, they will ask that you share what is bringing you into therapy, if you have hopes and goals, and allow you to ask any questions and share any concerns. For a general idea of what therapy sessions will be like and the structure our Care Providers employ when performing therapy, check out the Our Approach page.

What forms do I need to fill out?

Your Care Coordinator will send all forms to your Client Portal online or arranged to have printed versions for you in the session if requested.

 During Your Sessions

Can I bring in my friend, family member, coworker, etc.?

Visitors are usually welcome; our Care Providers just ask that you try to let them know ahead of time if you'd like to bring someone with you to your sessions so that they can speak with you about any potential impacts or changes to the therapeutic space, as well as any changes to rates or fees. If you want to change the overall treatment unit to include a new person permanently (e.g., going from individual to couples therapy), or if you are just interested in bringing them in on a temporary-visitor basis, let your Care Provider know and they will do their best to accommodate you. If for some reason they cannot include the other person or believe it would be a conflict of interest or an ethical issue to do so, they will attempt to explain their reasoning as well as possible.

I have something I want to bring up to my Care Provider... but I'm scared.

That's ok! Other than in the cases explained in the above Confidentiality and Privacy section, anything you tell your Care Provider will stay between the treatment unit (just you, or you and other members) and your Care Provider. Even if you admit to committing certain crimes, cheating on your partner, stealing something from work, or you engaged in sexual behavior you feel ashamed of. Even if you want to divulge your sexual or gender identity, a sexual trauma, or discuss racism, religion, politics, or abortion. Even if it's just that you lied to your Care Provider five minutes ago during the session and you have no clue why--PLEASE feel safe to tell them. They will not judge you. Most importantly, if they don't know about it, they can't help you with it--and that is what matters to us most. We know it can be really scary to share these kinds of things; however, you deserve to be honest with your Care Provider, yourself, and the process, and will likely feel much lighter, and free from the heaviness and suffering of guilt or shame if you are honest about whatever you're nervous to share. Try it!

What if I feel like I'm not making progress?

Then you're probably very, very normal, and you would be about the billionth client to worry this (and probably not because you're not making progress, either). First of all, therapy will not always feel progressive, even though it feels positive, progressive, and motivating a lot of the time. Therapy is not a linear, straight-shot-to-the-top type of thing. In other words, people go through many natural ups and downs as they learn about, talk about, and cope with the issues in their lives. Due to these natural ups and downs, self-doubt and other worries about one's progress pop up for most clients at some point during the therapeutic process. This is especially true if you have been doing well for a while and then you reach what feels like a plateau or downward turn--you might wonder, "Therapy was going so well, what changed?" If you ever find yourself feeling this way, we first encourage you to ask yourself if any recent life events could be stressing you out or causing a change in your mood, thoughts, or feelings. Next, you might ask yourself whether or not you are avoiding bringing certain subjects into therapy or are resisting any assignments or ideas we agreed you would practice or complete. By doing a "self-check," you are essentially asking yourself what evidence you have for your claim of "no progress." Very often through the process of asking, you will find that you were not avoiding anything, and that there is more evidence of your hard work and progress than of the opposite. If it turns out you are being avoidant of something, challenge yourself to bring this up to your Care Provider. Doing so can feel scary, but please know that no matter how long it took you to bring the issue up, your Care Provider will only see you as brave for having done so, not as a failure for how long it took. Further, bringing up topics you've been avoiding is often rewarding and will likely put you back on a progressive path.

Worrying about one's progress is actually so common in therapy, that if you report always feeling successful and progressive in treatment, your Care Provider might suspect that you are either trying to impress or please them by looking like a "successful, good student of therapy," or are hiding your true feelings from them (those issues are also common in therapy). In either case, these could be detrimental to your treatment and healing process in the long run, if left unaddressed. So, if you believe either situation (or another) applies to you, we encourage you to bring it up in session. Your Care Provider will not judge you, nor should you feel ashamed, or like you have failed. Bringing up your feelings to your Care Provider is a healthy way to cope and can be a very powerful tool for your healing. Further, being open and honest about your real worries--even if they are about therapy itself--will only help you heal faster and more effectively (i.e., if we don't know about it, we can't help you with it). You may also always ask your Care Provider for feedback on how they think you're doing. They will be honest. A large and important part of your relationship with your Care Provider requires that they be honest so that you have the best opportunity to grow, and/or understand if anything is holding you back. You don't need another friend or cheerleader--you came to a professional, and a big part your professional Care Provider's job is to provide honest, nonjudgmental feedback so that you can help yourself. Your growth and progression is our shared goal!

All that said, it is possible (although, rare) that clients sometimes are genuinely not progressing in treatment. If that happens, your Care Provider would likely notice quickly and proactively work with you to help you realize that your progress has slowed or stopped, help point out their opinion on might be causing the issue, and help you get back on track. After a reasonable number of adjustments are made and time is spent (including possible coordination with outside professionals, other interventions, medical evaluations, etc.), if your Care Provider is still unable to help you get back on track, they will attempt to connect you with someone they believe could better serve your needs.

What if I need paperwork from my Care Provider to give to someone else who is not in my session?

It depends on what you need, and for whom. Please feel free to bring this up during session, and your Care Provider will be happy to discuss your needs. Generally speaking, Care Providers are able to write letters that state your name, that you are attending therapy, the number of sessions you've attended, what dates those sessions were, and whether or not you are actively participating. As is standard for the safety and confidentiality of our clients, Care Providers do not write or justify diagnoses in writing. Additionally, please be mindful about who you are giving any paperwork to, why they are requesting it, and if it will impact your future in any way. For more questions about records and documentation, please see the Legal Questions About Records section of this page.

Can I see another Care Provider for another issue while also working with my current Care Provider?

It depends on why, but generally, yes. For example, many of clients see one Care Provider for individual issues, and see another with a spouse, partner, friend, coworker, etc. This is actually encouraged if there is a multi-person treatment unit (like a couple or family), so that each client has the opportunity to process and work in their own objective environment/with their own advocate while also working through joint sessions. If you would like your Care Provider to speak with another Care Provider or outside professional to collaborate, they would be more than happy to have you sign a Release of Information form so that your confidential information can be discussed with another party. If you just tell your Care Provider that you see another provider in general, they may also ask your permission to speak with that person for your own best results (which would also require a signed Release of Information; please note, you always have the right to say no).

Ending and Returning to Treatment

How will I know when it's time to end treatment?

This will be up to you and your Care Provider, whenever you agree it's time. You always have the right to leave ay any tine, but a "good" time to end therapy would be when:

· The reasons that brought you into therapy in the first place are resolved or no longer trouble you

· You can manage your symptoms, thoughts, feelings, behavior, communication, etc. effectively and without resorting to unhealthy coping methods or defense mechanisms

· You have acquired new or enlightened perspectives that bring you feelings of joy, peace, calm, and happiness

· If for some reason you believe therapy is not helping you or, if you believe therapy is harming you in any way (if this is the case and you are able, please bring this to the attention of your Care Provider before exiting the process so that they may have the opportunity to help you, fix the issue, or help refer you to someone else who can help better).

· You have achieved your goals, success, or other measures (e.g., quit smoking, got good grades, are sleeping well, stopped getting written up at work, left a toxic situation)

I stopped my sessions, but can I come back?

Absolutely. Our doors are always open. Many people go in and out of therapy at several different times in their lives, depending on what's going on for them. We will do our best to accommodate and fit you in with your original Care Provider. If we can't, we will add you to their waitlist (if they have one). If it can't wait, we will do our best to refer you to someone else who we think may be a good match (whether inside or outside of Caring Connected).

Legal Questions About Records

How long do Care Providers keep my records?

Under California law, it is unprofessional conduct to, “[Fail] to keep records consistent with sound clinical judgment, the standards of the profession, and the nature of the services being rendered.”1 Under California’s new record retention law, LMFTs are required to do the following:

While the law prescribes the length of time a client record must be retained, the law does not specify the format in which the record should be organized or written; or, provide information about how records should be stored. The CAMFT Code of Ethics provides important guidelines to address some of these practical issues.

Can I request my records? 

Under California law, a therapist has three (3) options to respond to a client’s request to either inspect or receive a copy of his or her record. A provider shall do one of the following:

Do I have a right to my records?

Under California Health and Safety Code any adult client, a minor client authorized by law to consent to his or her own treatment, or the client’s legal representative, (i.e., a parent, guardian, conservator, or personal representative of a deceased client) has a right to access the clinical record. As per Section 123110, if the client or representative requests to inspect the record, the request to inspect must be in writing and the record must be made available during regular business hours within five (5) working days after the request is received. If the client wants a copy of all or part of the record, the request for copies must be in writing, and copies must be provided within fifteen (15) days after receiving the request. Under the code, providers may recover up to .25 cents per page for the cost of copying the record, as well as, the reasonable cost for locating the record and making the record available.

My Care Provider only gave me a summary of my records--why?

Section 123130 of the California Health and Safety Code allows a mental health professional to provide a summary of treatment rather than the complete record. The summary must be provided within ten (10) working days from the date of the request. More time may be taken to prepare the summary as long as the summary is provided no later than thirty (30) days from the request. The summary must contain the following information if applicable:

In preparing the summary, a therapist may confer with the client to clarify what information is sought and the reason for wanting a treatment summary. The summary does not have to include information which is not contained in the original record. Also, a reasonable fee may be charged for the cost and actual time spent in preparing the summary for the client. In allowing a provider to be reimbursed for the time spent to prepare the summary, the express intent of the Legislature was to ensure that summaries be made available at the lowest possible cost to the client.

Can my Care Provider deny me access to my records?

Under California Health and Safety Code, a mental health care provider may decline a client’s request to inspect or receive a copy of his or her record. In making the declination, the health care provider must determine there is a “substantial risk of significant adverse or detrimental consequences to the client in seeing or receiving” a copy of the record. To properly decline a client’s request the health care provider must do the following:

It is important to document in detail the reasons why there is a substantial risk of adverse or detrimental consequences to the client. Under the Health and Safety Code, a marriage and family therapist who willfully withholds a client’s record commits unprofessional conduct for which a license can be suspended or revoked. Withholding the record without cause, without a mandated or permissive legal or ethical justification, or disregarding the request of the client due to the therapists own personal interest, are acts which constitute a willful withholding.

Can my Care Provider deny a minor’s representative the right to inspect the minor's record? 

Under California Health and Safety Code, there are circumstances that preclude the representative of a minor from inspecting or obtaining a copy of the minor client’s record. First, the representative of a minor–whether a parent or legal guardian–is not entitled to inspect or obtain a copy of the minor client’s record if the minor has inspection rights of his or her own. A minor has inspection rights of his or her own when the minor consents to his or her own treatment. Second, a provider may deny a representative’s request to inspect or receive a copy of the minor’s record if the provider determines that access to the minor’s record would either have a detrimental effect on the provider’s professional relationship with the minor or, be detrimental to the minor’s physical safety or wellbeing.

Are there any documents I should not be allowed to inspect or receive a copy of?

Yes. Child abuse reports and elder and/or dependent adult abuse reports are confidential documents and should not be released to the client unless mandated by the Court.

If I believe my record is incomplete or inaccurate, can I request that the record be amended?

Yes. Under California Health and Safety Code, an adult client who inspects his or her client records and believes part of the record is incomplete–or contains inaccuracies–has the right to provide to the health care provider a written addendum with respect to any item or statement in his or her record the client believes to be incomplete or incorrect. The addendum shall only contain up to 250 words per alleged incomplete or incorrect item and clearly indicate the client wishes the addendum to be made a part of his or her record. The health care provider is required to attach the addendum to the client’s record and include the addendum whenever the health care provider makes a disclosure of the allegedly incomplete or incorrect portion of the client’s record to a third party.

Can my Care Provider refuse my request if I owe an outstanding balance?

No. A mental health professional may not withhold a client’s record or summary because the client has not paid their bill. To withhold a record or summary because of an unpaid bill is considered unprofessional conduct.

 If you have further questions, please call 1-707-CONNECT (1-707-266-6328) or e-mail info@caringconnected.com