If there's a waitlist for a therapist, each will have a different wait time. The wait time depends on their current caseload and where each client is in their individual and unique treatment plan. Should you wish to wait for a therapist, we check their caseloads monthly and will contact you when space becomes available. We can also recommend another therapist in our practice who might be a fit for you based on areas of specialization. Please ask us! If you experiencing a crisis, please do one of the following: • Contact Crisis Centre at https://crisiscentre.bc.ca/ or 1.800.784.2433 • Contact 911 • Visit your nearest emergency room

Counselling may be covered by extended health care plans - please check with your provider about coverage of counselling services. If counselling is part of your plan's coverage, we can direct bill to some benefits plans for some therapists. We recommend arriving prepared to pay at the time of your appointment and submit the receipt for reimbursement from your plan. We have therapists with the RCC (Registered Clinical Counsellor), CCC (Certified Canadian Counsellor) and Registered Social Worker (RSW) designations.

• Ashley Phillips is a Canadian Certified Counsellors (C.C.C.) with the Canadian Counselling and Psychotherapy Association (CCPA). Ashley is a Certified EMDR Therapist and an EMDR Consultant-in-Training. • Janice Tuling, Alicia Gonzalez, Bryanna MacLaren, Debra Bailey, and Jack Parkyn are Registered Social Workers (R.S.W) with the BC College of Social Workers (BCCSW). • Samantha Hanley and Suzanne Noel are Registered Clinical Counsellors (R.C.C.) with the British Columbia Association of Clinical Counsellors (BCACC). These designations require that they have a Master’s level education in counselling along with an extensive supervised practicum. Our therapists are in good standing with the Canadian Counselling & Psychotherapy Association (CCPA), the BC Association of Clinical Counsellors (BCACC), or the BC College of Social Workers (BCCSW).

Hourly session fees are based in alignment with standard rates in the province of British Columbia. Fees are payable at the beginning of each appointment by credit card. Rates for counsellors vary. As of March 1, 2026 rates for Samantha Hanley and Jack Parkyn are: • $150 per 50 minute individual therapy session • $225 per 80 minute individual therapy session • $150 per hour for letters, forms, & clinical service, including legal services As of March 1, 2026 rates for Bryanna MacLaren, Alicia Gonzalez, Janice Tuling, and Suzanne Noel are: • $160 per 50 minute individual therapy session • $240 per 80 minute individual therapy session • $160 per hour for letters, forms, & clinical service, including legal services As of March 1, 2026 rates for Ashley Phillips + Debra Bailey are: • $170 per 50 minute individual therapy session • $255 per 80 minute individual therapy session • $170 per hour for letters, forms, & clinical service, including legal services Therapist/Counsellor rates for clinical consultation with Ashley Phillips are: • Individual: $130 per 50 minutes • Groups of 2+: Contact us for rates Our online booking system, JaneApp, will ask for your Credit Card/Visa Debit information for your file for ease of payment.

We offer two types of appointments: • 50 minute sessions • 80 minute sessions • Half-day intensives • Full-day intensives Our therapists value your time and will make every effort to see you right on schedule. We ask for you to be on time as well as this helps to create an effective counselling relationship. Intensives are shown to be more effective than shorter sessions. This means that, while they require a higher investment, you are likely to spend less time overall in therapy.

In the first session, your therapist will go over a few things including: • What you can expect in the counselling process • The limits of confidentiality • Review policies on cancellation, lateness, and social media • Emergency contact information • Your hopes and goals • Review your background, such as your general life story, family background, and current relationships • By the end of the first or second session, they will share how they see you moving forward in a therapeutic relationship.

Counselling may bring up uncomfortable emotions, giving a feeling of “moving backwards”. This is an expected part of the process and helps us move forward in our lives. Many clients share that while it wasn't pleasant at the time, they were able to make great changes in their lives by sitting with these uncomfortable feelings. It's really important you feel absolutely comfortable with your counsellor. If you feel you’re not “connecting” with them – that's okay. We encourage you to talk to the counsellor about it so they can explore what's not working for you. We will also provide resources on who may be a better fit for you.

The number of sessions depends on your needs and goals. It can range from 6 – 20 sessions, though we will work with you for as long as required to meet your therapy goals. Our therapists often see clients weekly or every other week, depending on the nature of their needs. The time may lengthen in between sessions as you become more confident around your reasons for coming to counselling.

You don't need a referral to book an initial appointment.

Yes, these conversations are covered by the therapist's code of ethics which includes confidentiality. There are a few time when they cannot promise conversations are just between the two of you. That includes: • If the courts send a subpoena for notes and/or to testify in a court of law • If you make a threat to seriously hurt yourself or someone else, they are obligated to report this to appropriate personnel such as the police • If they believe a child or vulnerable person is being abused or neglected, or has been in the past, they are obligated to report this to the appropriate personnel such as the Ministry of Children and Family Development We hold confidentiality as extremely important. If you and your therapist happen to see each other outside of the clinic in your day-to-day lives, the therapist will not acknowledge you out of respect for your privacy. You are welcome to say hello to them and they will say hello back!

When cancelling or rescheduling an appointment, we require 2 business days' notice for counselling sessions, 5 business days' notice for half day intensives, and 10 business days notice for full day intensives. If you provide less than than 2 business days notice for counselling sessions, less than 5 business days notice for half day intensives, and less than 10 business days notice for full day intensives, you will be charged 50% of the session fee. If you provide less than 1 business day notice for counselling sessions, less than 3 business days' notice for half day intensives, and less than 7 business days' notice for full day intensives, you will be charged 100% of the session fee. There is a high demand for services, and your time is reserved exclusively for you. Please note, we consider an appointment a “cancellation” if within the 2 business day window you request the appointment be moved to a later date (unless otherwise agreed upon). Two half-day intensives booked within a 5 day range are considered to be one full day intensive. What are two business days? • Monday Appointments: By Thursday • Tuesday Appointments: By Friday • Wednesday appointments: By Monday • Thursday appointments: By Tuesday • Friday appointments: By Wednesday Remember, statutory holidays will shift these dates by one day. Arriving late to your appointment (10 minutes after the scheduled time) is considered a no-show and you will be charged for the full counselling session. We use the booking system Jane for our business. This platform will be taken as the correct date and time of appointment. Jane sends email and text message confirmations and reminders; however, these are considered a courtesy.

We work with some third-party organizations, and typically take this on a case by case basis. At your request, we are happy to facilitate your access to the third party benefit as long as you are able to pay the difference between the fee amount covered by the benefit and the regular session rate (between $150 and $170 for 50 minute sessions, or between $225 and $270 for 80 minute sessions, depending on the practitioner). ICBC: Ashley Phillips and Alicia Gonzalez are ICBC approved providers. Other practitioners may not be able to work with ICBC claims - please ask us (https://www.kelownaemdr.ca/contact-kelowna-emdr-clinic)before booking an initial appointment. FNHA: We have limited approved providers with FNHA at this time - please ask us.(https://www.kelownaemdr.ca/contact-kelowna-emdr-clinic) Kelowna Metis Association: Yes, our therapists can work with clients with Kelowna Metis Association coverage. WorkBC: We have limited approved providers with WorkBC coverage - please ask us.(https://www.kelownaemdr.ca/contact-kelowna-emdr-clinic) Autism Funding: Yes, we have therapists who can work with clients with Autism Funding coverage - please ask us.(https://www.kelownaemdr.ca/contact-kelowna-emdr-clinic) If you have a question about other third party insurers, we invite you to contact us. (https://www.kelownaemdr.ca/contact-kelowna-emdr-clinic)