Frequently Asked Questions
OUR SERVICES
Can someone under 18 use your services? We don't work with minors for liability reasons, but an adult over 18 can contact MHC on the youth's behalf and the youth may be present during the meeting. All correspondence related to scheduling an appointment and provider recommendations will be sent to an adult over 18.
What happens if I need more support after I’ve used your service? There is no limit to the number of times a person can access MHC’s services. Folks who worked with a Client Copilot less than 6 months ago are welcome to email their previous Client Copilot to request new recommendations (they may have to wait briefly while the Client Copilot assists their current clients). Folks who worked with a Client Copilot over 6 months ago should submit a new intake form and may be assigned a new Client Copilot.
Can I choose which Client Copilot I want to work with? Clients cannot choose which Client Copilot they’d like to work with before their first appointment. If a client finds that their Client Copilot is not a good fit for them, they can complete our client transfer request form and a Client Copilot Team Lead will reach out.
Does MHC guarantee that my Client Copilot will find a resource that perfectly matches my needs? No. Our Client Copilots will do their best to recommend services that fit your needs. If we can’t find provider options that meet all your criteria, we will let you know and provide options that meet your criteria as closely as possible. If we cannot find additional options when requested, we will let the client know.
Do Client Copilots provide counselling or crisis services? No. If you or someone you know is in immediate danger, call 911. For non-emergency, 24/7 mental health support, call the Access 24/7 Crisis Line at 780-424-2424 or Edmonton’s 24-hour Distress Line at 780-482-4357.
How long will it take for a Client Copilot to contact me after I submit an intake form? MHC operates on a first-come, first-served basis. Usually, clients can expect to hear from their Client Copilot 2-4 business days after submitting the intake form. If we have a waitlist, a volunteer will reach out to let you know that there will be a delay.
VOLUNTEERING
What training do your volunteers have? All MHC volunteers complete training on mental health, privacy, and trauma-informed practices, and our Client Copilot volunteers receive additional training on suicide awareness. We also conduct volunteer reviews to ensure our team applies best practices, and provide ongoing training opportunities on a variety of mental health topics.
GENERAL
Your service is free, so what are donations used for? Donations help us purchase volunteer training opportunities, software licenses, supplies and equipment, advertising, volunteer appreciation initiatives, and more. They can also help fund critical paid positions that support our volunteer team.
What resources are included in your database? The providers in MHC’s database offer mental health services regulated by a professional association or college with authority to self-regulate under Albertan law. The providers must hold active registration in good standing with their regulating body.
How can I provide feedback? MHC values your feedback! Our clients will receive an optional feedback form at the conclusion of MHC’s services, and folks are welcome to email info@mentalhealthcopilots.org with additional questions or concerns.
Do you have an office I can visit? No. MHC is a virtual organization that does not have a physical office space.
How will my data be stored and will it be shared? Client documentation is stored digitally on a password protected platform. All client files created after May 1st, 2022 or before July 23, 2021, will be stored for 5 years following the conclusion of each client interaction. Client files stored between July 23, 2021 and May 1st, 2022 will be stored for 10 years following the conclusion of each client interaction. Client information is kept between the client, the Client Copilot and the Client Copilot’s supervisors unless the Client Copilot learns that someone is at imminent risk of harm.