Policies

At Michelle Neustaedter Counselling, we value clear, respectful, and professional

communication. This policy outlines how we connect with you.

   1. Communication Standards

      • Respect & Courtesy: We treat all clients with professionalism and expect the same

      in return. Disrespectful behavior will not be tolerated.

      • Response Times: Emails within 3 business days, phone calls within 1 business day.

      • Accessibility: Services available in ASL, French, Gujarati, Hindi, Punjabi, and Urdu.

   2. Confidentiality & Privacy

   We follow Alberta’s privacy laws. Confidentiality may be broken if:

      • There is a risk of harm to yourself or others.

      • Required by law or court order.

   3. Booking & Contact

      • Email: admin@mnct.ca (management will be copied on all non-administrative emails)

      • Phone: (403) 679-2651

      • Online: michelleneustaedter.com

      • Emergencies: Call 911 or the Distress Centre at (403) 266-4357.

   4. Office Hours

      • Tue - Thu: 9:00 AM - 9:00 PM

      • Fri: 9:00 AM - 6:00 PM

      • Sat: 9:00 AM - 2:00 PM

   5. Safe & Respectful Environment

      • Inappropriate Behavior:

          o 1st offense: Verbal warning.

          o 2nd offense: Written notice, possible suspension.

          o Severe cases: Immediate termination, possible reporting.

      • Harassment & Harm: Harmful or distressing behavior will not be tolerated.

   6. Policy Updates

   Reviewed every 5 years or as needed.

   7. Questions? Contact Us!

      • Phone: (403) 679-2651

      • Email: admin@mnct.ca

Our Commitment:

At MNC, we take all suicide-related concerns seriously and are committed to providing a

prompt, professional, and compassionate response. While we are not a crisis center, we

are here to offer support and ensure that you receive the help you need. Below is an

outline of how we respond to suicide threats and the resources available to you.

Recognizing the Signs of Suicide Risk:

If you or someone you know is at risk, these are some common signs to be aware of:

   1. Expressing thoughts of wanting to die or harm themselves.

   2. Describing a specific plan or means to commit suicide.

   3. Displaying extreme hopelessness or emotional distress.

   4. Mentioning previous suicide attempts or self-harm.

   5. Reporting feelings of isolation, being a burden, or feeling trapped.

   6. Sudden changes in behavior, such as withdrawal or agitation.

Our Response Procedures:

If we receive a call, session, or email where suicide is mentioned, our staff follow these

procedures to ensure your safety:

   1. Immediate Response: We will keep you engaged and encourage you to talk

      while we gather necessary information such as your name, location, and contact

      details.

   2. Seeking Help: We will involve a counselor or senior staff member promptly to

      ensure you receive appropriate support until emergency services arrive.

   3. Emergency Contact: If there is an immediate threat to your safety, we will

      contact emergency services (911) without delay, followed by contacting your

      emergency contact.

   4. Documentation: We document all details and actions taken to ensure

      appropriate follow-up and care.

What Happens If You Reach Out by Email?

   1. We will respond as soon as possible and might attempt to contact you by phone

      if we have your number.

   2. We will gather essential information and try to notify your counselor.

   3. If we believe you are at immediate risk, we will contact emergency services.

When Do We Call 911?

We contact emergency services immediately in these situations:

   ● If you actively attempt suicide.

   ● If the communication is cut off and we cannot reach you again.

   ● If someone else reports a suicide attempt in progress.

   ● If the clinic receives an email or any other written communication that denotes

      immediate harm/suicidal intent.

   ● If the clinic receives a phone call noting that you are suicidal.

Follow-Up and Ongoing Support:

After an incident, we believe in continued care and support:

   1. Client Follow-Up: We will check in with you within 24-48 hours to assess your

      well-being and offer additional resources.

   2. Resource Sharing: We provide access to crisis lines, community services, and

      follow-up counseling where appropriate.

Confidentiality and Its Limits:

Your privacy is important to us, but there are times when we must share information:

   ● If you or someone else is in immediate danger.

   ● If there are concerns about child abuse (as required under the Child Welfare

      Act).

   ● If required by a court order or legal process.

We will always inform you if confidentiality needs to be breached, such as informing you

we will be contacting emergency services on your behalf for a welfare check.

Crisis Resources: If you are in crisis, please contact one of the following services for immediate support: 

National Suicide Prevention Hotline

   ● Phone: 988

   ● Website: 988.ca

Kids Help Phone

   ● Phone: 1-800-668-6868

   ● Text: 686868

Hope for Wellness (Indigenous Support)

   ● Phone: 1-855-242-3110

   ● Website: hopeforwellness.ca

Trans Lifeline

   ● Phone: 1-877-330-6366

Alberta Mental Health Helpline

   ● Phone: 1-877-303-2642

Eastside Community Mental Health

   ● Phone: 403-299-9699

   ● Text: 587-315-5000

   ● Website: www.woodshomes.ca/eastside-community-mental-health-services/

   ● In-person support: #255 495 36 St. NE

Distress Centre

   ● Phone: 403.266.4357

For a full list of local and specialized resources, please contact us, and we will provide

the most appropriate service for your needs.

At Michelle Neustaedter Counselling we work with a variety of client populations. One such population is children under the age of majority. In Alberta, this refers to anyone under the age of 18 unless substantial proof has been provided that the child has been deemed a mature minor.

When counselling is requested for children, we request a demographic form be filled out including both biological parents’ contact information and signed consent be received from both biological parents of the child unless there is a court order identifying guardianship and

decision-making for health-related matters is the sole responsibility of one parent or legal guardian. In cases such as this, a copy of the court order will be retained as evidence of the decision-making rights of the individual seeking support for the child. If there is an expiry date on the order, a new order will be required on or before the expiry of the current order to continue counselling without both biological parent’s signatures. We will give the parents time to provide the requested information; however, if documents are not received, we will not be able to continue working with the child until such time as the documents are provided to the clinic.

Informed consent is discussed on the first session with the child and parent in which counsellor and supervisor credentials will be provided along with a description of file ownership, safety procedures, boundaries, expectations, rights and responsibilities, confidentiality, and the

exceptions to confidentiality which include, but are not limited to:

   1. Potential, imminent, or identified risk of grave harm to oneself

   2. Potential, imminent, or identified risk of harm to another individual (third party) or

      animal

   3. Consent to disclose personal confidential information has been received

   4. Upon receipt of a court order

For these noted exceptions to confidentiality, only the necessary information to best support the child will be provided, and a discussion about what information will be shared will take place. All parties involved will be informed of the need to break confidentiality and what will be

shared.

We want the counselling space to feel safe for children and therefore we want the child to be aware that the parent is the owner of the child’s records until the child turns 18. Due to this, we keep records of sessions, including who was present in the session, in a manner that reflects what occurred in the session, but briefly enough that the child feels safe in the session. If records are requested to be seen by the parent or legal guardian of the child, the child will be informed of this request and they will have an opportunity to go through the file with the therapist to determine what information might be harmful to the client, which, as per Standards of Practice and Code of Ethics, herein attached, can be redacted to protect the client. Records will be available for viewing or reproduction within 30 days of written request. We know that parents typically want the best for their children, which is why they are bringing them to counselling, and often want to be involved in the counselling process. We completely understand and also want the best for your kiddo. To this end, we will invite you into the

conversation or schedule a separate conversation when things come up that would be helpful at home that parents can support with. We want to provide a space where your child feels safe, can connect and build a therapeutic relationship, and explore the issues they are dealing with.

Sometimes this might mean we have nothing to share, other times we will ask you to stay for a quick conversation.

We do not see children dealing with severe trauma or for custody hearings and will not appear in court on behalf of either parent. We are here to help your child have a place to talk, manage

emotions, learn behaviour strategies, or navigate challenging circumstances (ie: issues with

friends, bullying, learning, family, etc.). This is their process and we want to understand your concerns for your child and support them with those, but will also set goals with your child that

will support any concerns they have.

We will be transparent and open about the process and do our best to keep you in the loop with anything that might best help your kiddo while we are working with them.

We are open to questions and concerns because this child is precious to you and you want to make sure your kiddo is in good hands.