Chat features are available with Chat, Group, and Individual Journeys. Your Wellness Pro reserves the right to defer any and all messages to an in-person session based on their education and experience. Below are some general guidelines on how chat is to be used, however, your Wellness Pro reserves the right to deviate from these guidelines if he/she determines it is in the best interest of the participant.
What you need to know about chat:
- At Overt, we aim to foster self-efficacy. We encourage you to use chat for support and guidance as you navigate making changes in your life and integrating what you are learning. We encourage you to try, fail and learn and if you still have questions feel free to reach out for help.
- Messages are not synchronous. You should not expect immediate responses. Therapists may be in sessions or have the day off, so they will respond when they are able. This means there may be a delay in responses and if messages are received after hours, they will be returned the next business day.
- Messages are never used for a crisis or where immediate intervention is needed, even if a therapist is available. If you are experiencing a crisis, please call 988 or go to your nearest emergency room.
- There is potential for misunderstandings when using chat. We want to support you the best we can, so please be direct with communication over chat to help lessen misunderstandings and let the therapist know if your message was misunderstood.
- If a crisis message is sent over chat, the therapist will either call your listed emergency contact person or call for a wellness check if the therapist is unable to get a hold of you. A wellness check is when emergency responders are sent to your known address to check on you and see how they can assist in getting you proper care.
- The same rules of confidentiality and exceptions to confidentiality apply to chat. This means, if you message the therapist information that fits into one the exemptions of confidentiality, then the therapist is obligated to report that information to the proper authorities.
- Therapists cannot issue refunds or help with tech support. This would need to be done through the appropriate channels.
- The therapeutic relationship is incredibly important, it can be difficult to establish a solid therapeutic relationship using only chat.
What most therapists are comfortable doing over chat:
- Providing education, tips, and tricks. For example: “I have a test coming up that I am anxious about. Can you give me some techniques to try?”
- Answering questions pertaining to program, course, and session content. For example: “Can you clarify xyz from the content?”
- Questions or concerns about group or group dynamics.
- Homework or things to work on.
- Items to attend to next session as a reference guide.
What most therapists are not comfortable doing over chat:
- Some therapists won’t engage in therapy over chat due to not being able to see the person, confirm that the person is in the same state, or even confirm that the person they are chatting with is the identified client. Therapy is more personalized and requires sustained individual attention/intervention. Note that If you do enroll in the Chat Program, we will do our best to ensure you are the identified client and reside in the state.
- Crisis intervention.
- Engaging in all therapeutic interventions. Note that reasonable and appropriate interventions can be used in chat.
- Anything that would require immediate intervention (panic attack, wanting to use, self-harm, suicidal or homicidal thought, domestic violence situation, manic episode etc.).
- Anything that would require seeing the individual to assess how they are doing.
- Anything that would require immediate responses and more than a few minutes to address.