Associate Handbook
Welcome to Head and Heart Counselling. We are so happy you are working with us!
This is the Associate manual for Head and Heart Counselling
You should be able to quickly find:
- what your responsibilities are
- how to complete tasks
- who to contact when something goes wrong or you don’t know what to do
- forms and scripts to send
There are also references for policies and standards of care for counsellors working at Head and Heart Counselling.
How to use this handbook
- Start with the section pages below, then click into the specific procedure/template you need.
- Use search in your browser (Cmd/Ctrl+F) for quick scanning on long pages.
Start here (sections)
Intake & New Clients
Billing
Billing clients
- Admin billing responsibilities (what admin owns)
- Direct billing to insurance
- Failed card / decline (associate role)
- Late cancel / no-show scripts
- Third-party payer (non-insurance)
Associate invoicing (getting paid)
JaneApp
- JaneApp Index
- Bookings on JaneApp
- Scheduling
- Client profiles setup
- Couples in JaneApp
- Charting notes policy
- Arrived / No-show and billing basics
- Appointment status rules
Policies & Expectations
- Policies Index
- Standards of Clinical Practice (minimum expectations)
- Client communication norms
- Team communication channel (what belongs / what doesn’t)
- Communication boundaries policy
- Late or missed session — immediate response
- When therapy ends — notify admin
Documentation & Forms
- Documentation & forms Index
- Documentation requests policy
- Documentation request — associate response (template)
Clinical Consultation & Escalations
- Clinical consultation & escalations Index
- Urgent concerns escalation pathway
- Safety checklist: what to do first
- Referral and transfer process