Reviewing policies and procedures with the client

“Review policies and procedures with client” (NBCC, 2027 task 2A.5)

At the start of services, counselors explain the practical rules of the practice: scheduling, cancellations, fees, payment, communication between sessions, emergencies, records and confidentiality. Clear policies prevent misunderstandings and are part of informed consent. The exam tests what should be explained and how to explain it so clients actually understand.

Key points

Typical policies include appointments and late cancellation, fees and payment, insurance and billing, how to reach the counselor, after-hours emergencies, record keeping and access, and confidentiality limits.
Explain policies verbally as well as in writing, in plain language and the client's preferred language, and check understanding.
Cover electronic communication: whether texting or email is used, its privacy risks, and expected response times.
Give clients the practice's HIPAA Notice of Privacy Practices if the practice is a covered entity.
Self-pay or uninsured clients are entitled to a good faith estimate of expected charges under the federal No Surprises Act.
Apply policies consistently and revisit them when they change or when a problem arises.
Encourage questions; a client who feels free to ask about policies is more likely to ask about other parts of treatment.

In practice

During intake, a counselor walks a client through the cancellation policy, explains that she checks messages only during business hours, and gives the crisis line number for after-hours emergencies. The client asks about texting, and they agree on texting only for scheduling.

A self-pay client asks how much counseling will cost. The counselor gives a written good faith estimate for the expected number of sessions and explains how fees would change if more sessions were needed.

Check yourself

Why explain policies verbally if the client already has them in writing?

Verbal review improves understanding and lets the client ask questions, which is part of meaningful informed consent.

What should a client know about contacting the counselor in an emergency?

Whether and when the counselor is available and what to do after hours, such as calling a crisis line or emergency services.

What federal requirement applies to giving uninsured or self-pay clients a cost estimate?

The No Surprises Act requires a good faith estimate of expected charges for uninsured or self-pay clients.

NBCC's knowledge and skills for 2A. Intake

Knowledge of: Barriers to service; Components of informed consent; Client suitability for telemental health services.

Skill in: Discussing informed consent; Explaining policies and procedures; Conducting a clinical/diagnostic interview.

A study guide written by ExamDragon from NBCC's published task; not NBCC material and not part of the exam.