Client Guide
WILLING PATH COUNSELLING
Client Guide: Services & Policies
Jen Vredeveld, RSSW — Registered Social Service Worker, OCSWSSW
Registration Number: 831024
Please read this guide before your first session. It explains how this practice works, what you can expect, and what is expected of you. You will be asked to sign a copy as part of your intake.
1. About This Practice
Willing Path Counselling is a solo private practice in Stratford, Ontario. Services are provided by Jen Vredeveld, Registered Social Service Worker (RSSW). Jen is registered with the Ontario College of Social Workers and Social Service Workers (OCSWSSW) and follows their Code of Ethics and Standards of Practice.
Jen is committed to working in a way that is anti-oppressive and anti-racist. This means taking seriously how systems of racism, colonialism, and other forms of oppression shape people's lives and their access to care. Jen approaches this as a lifelong learner — always working to do better, staying open to feedback, and making sure this space feels affirming for everyone, including people from communities that have historically been excluded or harmed by systems of care.
This is a professional relationship. That means Jen won't connect with you on social media, meet outside of sessions, or accept gifts. If anything ever feels unclear about where the boundaries of this relationship are, you're always welcome to ask.
You don't have to see Jen exclusively. If you're also working with another therapist or mental health provider, that's okay — just let Jen know so she can make sure the support you're getting works well together.
Jen carries professional liability insurance through Prolink/OASW. This protects clients and the practice.
Areas of Focus
• Perimenopause and hormonal changes
• Neurodivergence and ADHD
• General mental health concerns and addictions, including process/behavioural addictions
How Sessions Can Be Held
• In person — Stratford, Ontario
• Text – through the secure Jane app platform
• Video — through the secure Jane App platform
• Phone
• Between-session secure text support — available as a paid add-on (see Section 6)
*Appointments are managed through Jane App, a secure online system. It helps clients book sessions and receive reminders in one place.
What This Practice Does Not Provide
Willing Path Counselling does not provide medical advice or diagnosis. If you have medical questions, please speak with your doctor, nurse practitioner, or another qualified medical provider. Counselling and medical care work best together — this practice is not a replacement for either.
Benefits and Risks of Counselling
Counselling can help you understand yourself better, work through challenges, build coping skills, and improve your overall wellbeing. Most people find it a helpful and meaningful process.
At the same time, it is important to know that counselling can also involve some difficulty. You may experience:
• Temporary emotional discomfort as you explore difficult topics
• Painful memories or feelings coming to the surface
• A temporary increase in distress before things improve
• Changes in your relationships as you grow and shift
These experiences are a normal part of the process. We will work through them together. You are always free to slow down, take a break, or stop at any time. If counselling does not feel like the right fit, Jen will help connect you with other options.
Consent Is an Ongoing Process
Giving consent at the start does not lock you in. As our work together changes and grows, we may revisit what you have agreed to. You can change your mind, ask questions, or withdraw consent for any part of the work at any time.
2. Hours & Contact
Business Hours
Monday
9:00 AM – 8:00 PM
Tuesday – Thursday
9:00 AM – 5:00 PM
Friday
9:00 AM – 3:00 PM
Saturday
9:00 AM – 12:00 PM (occasional)
Sunday
Closed
Other times may sometimes be available by arrangement. Messages sent outside of business hours will be replied to on the next business day.
How to Reach Jen
• Book online: Jane App client portal (link at willingpathcounselling.ca)
• Email (scheduling and admin only): jen@willingpathcounselling.ca
• Phone or text: 226-779-2234
• Secure messages: Jane App client portal
Response Times
All messages — voicemail, email, secure messages, and texts — are replied to within one business day during business hours (as possible)
You'll receive automatic appointment reminders through Jane App. If you'd prefer not to receive them, just let Jen know.
If Jen Is Unavailable
If Jen has a planned or unexpected absence, you will be notified and given information about what to do in the meantime, including crisis resources if needed.
Willing Path Counselling does not provide after-hours crisis support. If you are in crisis, please contact 9-8-8 (Suicide Crisis Helpline — call or text, 24/7), your local crisis line, or 911.
3. Fees & Payment
What Services Cost
Service
Fee
Notes
Free 15-minute consultation
No charge
A short call to see if we are a good fit. Not a counselling session.
Perimenopause Quick Chat (30 min)
$45.00
Until September 1, 2026. One per person. Recap emailed after payment. Not a medical appointment — see Section 5.
Perimenopause Quick Chat (30 min)
~$65.00
From September 1, 2026 (subject to confirmation).
Individual counselling session
$150.00
Reduced-fee spots available — see below.
Between-session text support
$50.00/month
Add-on for existing clients. 1–3 texts per week. See Section 6.
Reduced Fees
A small number of reduced-fee spots are available for people who need financial support. If you would like to discuss this, please bring it up at intake. It is a private conversation and does not affect the care you receive.
How to Pay
• Payment is due before or at the time of each session.
• Credit or debit card through Jane App (preferred).
• Interac e-Transfer to jen@willingpathcounselling.ca. Your payment must clear before the session starts. Please send it with enough time on the day of your appointment.
Receipts
A receipt is sent for every payment. You can submit it to your insurance provider. Willing Path Counselling does not bill insurance directly.
Unpaid Balances
Any balance owing must be cleared before your next session is booked. If you are going through a difficult time financially, please reach out before your appointment so we can work something out.
Refunds
If you prepaid for a session and cancel with enough notice (see Section 4), you can choose a full refund or a credit toward a future session. The choice is yours.
4. Cancellation & No-Show Policy
How Much Notice Is Required
Please give at least 48 hours notice to cancel or change an appointment. This gives enough time to offer your spot to someone else.
How to Cancel or Reschedule
You can cancel or reschedule using any of these:
• Jane App client portal (quickest option)
• Phone or voicemail
• Email: jen@willingpathcounselling.ca
• iPlum text message (226-779-2234)
Late Cancellations and No-Shows
• Cancelled with less than 48 hours notice: 50% of the session fee applies.
• No-show (no contact at all): 50% of the session fee applies.
• If Jen has not heard from you within 15 minutes of your session start time, it will be recorded as a no-show.
• The fee will be charged to your payment method on file or sent as an invoice.
Exceptions
The fee may be waived in full in these situations:
• Sudden illness or medical emergency
• Severe weather or unsafe road conditions
• Other emergencies that could not be planned for
If you think an exception applies, please reach out as soon as you can. Exceptions are looked at on a case-by-case basis and are not automatic. The decision is at Jen's discretion.
After Two Missed or Late-Cancelled Appointments
After two missed or late-cancelled appointments, full payment will be required before your next session is booked. This is not a permanent rule. If things have changed and you'd like to revisit it, just let Jen know and you can talk it through together.
Late cancellation and no-show fees are not covered by insurance. They reflect time that was set aside and prepared for your session.
If Jen ever needs to cancel or reschedule, she will give you as much notice as possible — at least 24 hours except in an emergency. No cancellation fee applies when Jen initiates the change. She will offer you the next available time that works for you.
5. Perimenopause Quick Chat (30-Minute Session)
What It Is
The Perimenopause Quick Chat is a focused 30-minute session for anyone who wants a dedicated space to talk about what they are going through with perimenopause. You might be trying to make sense of your symptoms, figure out what kind of support would help, or just need someone to talk to who understands this stage of life.
Who It Is For
Anyone is welcome to book a Quick Chat — new or existing clients. One Quick Chat per person.
What Is Included
• A 30-minute session by video, phone, or secure text
• A personal recap summary emailed to you after payment clears
• A space to talk, get information, and get some direction
What This Is Not
• This is not a medical appointment. Jen is not a doctor or nurse. For medical questions about perimenopause — such as hormones, medications, or testing — please speak with your doctor or nurse practitioner.
• This is not a substitute for ongoing counselling.
• One Quick Chat does not start an ongoing counselling relationship.
Fees & Booking
• $45.00 until September 1, 2026.
• Approximately $65.00 from September 1, 2026 (subject to confirmation).
• Payment must clear before the recap summary is sent.
• The cancellation and no-show policy in Section 4 applies.
6. Between-Session Secure Text Support
What It Is
Between-session text support is an optional add-on for existing counselling clients. It gives you a way to send a short message to Jen between sessions through Jane App's secure messaging platform.
What Is Included
• 1 to 3 secure text messages per week through Jane App.
• A reply within one business day during business hours, as a general guide
• Brief, supportive responses
Cost
$50.00 per month, billed at the start of each month. This is in addition to session fees.
What This Service Does Not Include
To keep you safe and make sure serious concerns get the right level of care, between-session text support does not include:
• Crisis support. If you are in crisis, call or text 9-8-8, contact your local crisis line, or call 911.
• Clinical advice or treatment decisions.
• Risk assessment of any kind.
• Emotional processing that needs a full session.
• A replacement for your scheduled sessions.
• Replies to long or complex messages that need more than a brief response — these will be addressed at your next session.
How Much to Send
This service is built for short, focused check-ins — up to 3 messages per week. Please keep messages brief and one topic at a time. If your messages are regularly going beyond what this service is designed for, Jen will talk with you about whether extra session time might serve you better.
Availability
Replies are sent during business hours. Messages sent outside of hours will be replied to on the next business day (as possible) If Jen is away, you will be told in advance when possible.
Getting Started
Between-session text support needs a separate signed consent before it can be activated. Either you or Jen can pause or end the service at any time with reasonable notice.
All messages are sent through Jane App's secure platform, which meet Ontario's privacy law (the Personal Health Information Protection Act, or PHIPA). Regular SMS text is not used for clinical content.
7. How We Communicate
For Clinical Matters
All clinical communication — including between-session text support — happens through Jane App's secure messaging. This keeps your personal health information private and protected under Ontario's privacy law (PHIPA).
For Scheduling and Admin
Booking, billing questions, and general admin can be handled by email, phone, voicemail, or text.
Please Do Not Share Sensitive Information by Regular Email or Text
Regular email and SMS text are not secure. If you need to share something personal or sensitive, please use Jane App secure messaging instead.
Social Media
To protect your privacy and our professional relationship, Jen does not accept connection requests or direct messages through social media.
Recording Sessions
Sessions may not be recorded by either person without written consent from both parties in advance.
From time to time, I may ask for your feedback through short surveys. These may be sent by text message or shared as a QR-code link. Your feedback helps improve services and client experience.
8. Online and Phone Sessions
Platforms Used
Video sessions are held through Jane App's secure video platform. Phone sessions use the iPlum professional line. Consumer apps like FaceTime, personal Zoom, or Google Meet are not used for clinical sessions.
You Must Be in Ontario
You must be a resident of Ontario during all virtual sessions. Jen is registered to practise in Ontario only. If you will be travelling outside Ontario before a session, please let Jen know ahead of time so you can make a plan, if needed.
Your Space
• Please be in a private, reasonably quiet place for your session.
• Use a private internet connection — avoid public Wi-Fi for video sessions.
• Have a backup plan in case of tech problems (for example, switching to phone).
Safety Planning
Before or at your first virtual session, Jen will ask for your physical address and a local emergency contact. This is a standard step for all virtual clients and is part of keeping you safe.
Jen will also confirm your identity at the start of virtual sessions, and together you will agree on a discreet word or signal you can use if you are ever not alone or not able to speak freely. This is a standard safety step for all virtual clients, required by OCSWSSW.
If There Are Technical Problems
If the connection drops mid-session, Jen will try to reconnect within 5 minutes. If that does not work, Jen will call you by phone. You will not be charged for time lost to technical issues that cannot be fixed.
9. Your Privacy
What Is Kept Private
Everything you share in sessions is kept confidential. Your information is stored securely in Jane App and OneDrive for Business, in line with Ontario's privacy law, the Personal Health Information Protection Act (PHIPA). Nothing is shared without your written consent, except where the law requires it.
When Confidentiality Has Limits
There are a few situations where I must share information without your consent:
• If there is a serious risk of harm to you or someone else.
• If I believe a child may need protection. This is required by Ontario's Child, Youth and Family Services Act (2017).
• If I have reason to report abuse of a resident in a long-term care home.
• If a court orders me to release information.
• If my regulatory college (OCSWSSW) requests information as part of a professional conduct investigation.
• If police provide a warrant or a law requires it, to facilitate an investigation or inspection. If this happens, Jen will seek legal advice and share only the minimum information required.
If any of these situations arise, only the minimum amount of information needed will be shared. You will be told when this is possible and appropriate.
Online and Technology Limits
Every reasonable step is taken to protect your privacy in virtual sessions and digital communication. That said, no technology is completely risk-free. These limits are explained as part of your consent process.
Supervision
As part of good professional practice, Jen discusses cases with a clinical supervisor. Your identifying information is never shared in these conversations. This is a standard requirement and is not a breach of your privacy.
10. Your Rights
• You can ask to see your records at any time. Requests are responded to within 30 days.
• You can ask for changes to be made to your records.
• You can stop services at any time. You do not need a reason.
• You can ask questions about your care, the approach being used, or anything in this document.
• You have the right to services that are free from discrimination, harassment, and exploitation.
• You can make a complaint to the OCSWSSW if you have concerns about professional conduct.
• If something doesn't feel right about how Jen is working with you, please tell her. Jen takes feedback seriously and will respond within five business days. If you're not satisfied after talking with Jen, you have the right to contact the OCSWSSW directly.
• You have the right to be free from sexual misconduct by Jen or any other OCSWSSW registrant. If you experience or witness sexual misconduct, you can report it directly to the OCSWSSW. Funding for therapy may be available to you. More information is at ocswssw.org.
OCSWSSW Contact Information
• Website: ocswssw.org
• Phone: 416-972-9882
• Email: practice@ocswssw.org
Adults and Capacity
This guide is written for adult clients (18 and older). If a client is a minor, a parent or guardian will be involved in the consent process as appropriate.
Accessibility
If you need information in a different format or have any accessibility needs, please let Jen know. Every reasonable effort will be made to meet your needs.
11. Ending Services
Your Choice
You can end services at any time. If you decide to stop, Jen encourages you to share that so there can be a closing conversation and Jen can help connect you with other resources if you need them. Jen would welcome your feedback on services as it is very valuable.
Once we finish working together, our professional relationship ends. Jen won't reach out personally or connect on social media after that. If you ever need your records or a referral, you're always welcome to get in touch.
If Jen Needs to End Services
In some cases, Jen may need to end or transition services. This might happen if your needs fall outside the RSSW scope of practice, if the working relationship is no longer appropriate, or if a safety concern arises. In these situations, Jen will give reasonable notice, hold a closing session where possible, and help connect you with other services.
Inactive Files
If there has been no contact for an extended time, your file will be marked as inactive. Records are kept in line with PHIPA and OCSWSSW rules — a minimum of 10 years from your last session, or 10 years from the time you turn 18 if you were under 18 at your last session.
If Jen hasn't heard from you in a while and you have upcoming sessions, she will reach out once. If there's no response after that, your file will be marked inactive. You're always welcome to come back.
Acknowledgement & Signature
By signing below, you confirm that:
• You have read and understood this guide.
• You have had the chance to ask questions.
• You agree to the policies in this document.
Counselling can make a real difference — and it's also okay to decide it's not the right fit right now. You always have the right to say no to any part of this work, to pause, or to stop entirely. There are no obligations beyond what you agree to.
Jen Vredeveld, RSSW
Registered Social Service Worker, OCSWSSW
Willing Path Counselling | Stratford, Ontario | willingpathcounselling.ca
