Setup Help & Support
Do we have all your information?
So your first session is coming up soon and you are wondering what you need to do? Rest easy as we go through all that here. By now you should have:
- Completed and signed your service request with as much information as possible.
- Supplied us with the supplied us with communication. details including interactive platform usernames of the participant written in the service request.
- Our team should have already been in touch in regards your allocated session / day / times / duration etc.
- Your allocated therapist will have been in touch to introduce themselves within 48 hours prior to the hour.
Preparing for the first session
Once we have all your information, your session scheduled and your therapist allocated, its time to prepare for your session!
You can choose what platform you would like to talk through:
- Google Meet
- Discord
- Phone
- Party chat
We prefer Google Meet due to added security and this link can be found in your booking. The therapist can also join you in alternative platforms that you prefer such as Discord or WhatsApp. Children and vulnerable participants must have nominee permission for any communication method.
Once you have joined can you please make sure:
- You can log in to your chosen platform with ease with no updates pending
- Check that you have no communication issues and your headset and microphone is working
Contact with the therapist
The therapist may have already added you to your preferred platform using your username.
From here your session can begin. Find a quiet place for your session so that you won’t be interrupted, disturbed or within eavesdropping distance. (High-risk participants however must follow the protocol discussed when joining by our team)
Your therapist will meet you on your preferred platforms.
We do not share information outside of Minds Support Network due to ethical confidentiality of the participant unless required by subpoena or authorised industry requirements.
We do however share milestones, generalised progress towards goals and updates with approved nominees, including support teams and other allied health providers by request which may include email updates, or letters of support. All consults and reports are billable services. Please discuss with our team if you require additional contact outside of a session.
Internet / logging on technical difficulties
Here are some common problems and the process to follow to ensure a smooth and successful session.
- Make sure the interactive platform you have chosen has also been updated and that there are no pending updates. These can often be large files which can take hours to download so please ensure this is done at least 24 hours before the session.
- Make sure you can login and access your preferred communication platform such as Discord or Google Meet before the session has begun.
- If you do not have internet or have trouble logging in, please turn off the modem, disconnect from the power socket, wait 30 seconds, and plug back in. Wait 10 minutes for it to reboot, and try logging on again on your interactive platform.
- If you still can’t log in, please turn off your device, unplug from the wall, wait 5 seconds, and plug back in and turn on the device, and try logging on again. Also, double check your login details are correct.
Sound, device or controller issues
- On PC/Laptop you can choose the sound settings you prefer. You may need to check where sound generates from within different platforms or devices. Please also check the microphone is not muted.
- If you are using a wireless headset, please make sure that this is properly connected to the device, and is also fully charged.
- If you are using a laptop, please make sure this is fully charged or plug it into a power socket. If you are using other devices, please make sure they are fully charged so that the session doesn’t end prematurely due to power loss.
- Make sure all wireless controllers are fully charged and connected to the device.
Alternatives to Interactive Therapy
Therapy via interactive platforms are not the only option. At any time, you can choose to switch between traditional talk based therapy. You may also request to permanently remain in traditional talk sessions, just let your therapist know!
Still having issues? Follow this process
In order to resolve the issues as quickly as possible please follow these steps in order
- Explain the issue to your therapist via Google Meet, Discord, Email or Phone. They can often fix common issues and guide you what to do next.
- Contact Minds Support Network head office directly on 0489 922 392
Safeguarding, age restrictions and Online Communication
When using our online services, including Google Meet, Zoom, Discord (13+), in-device chat, and phone calls, you, or your guardian or parent accept that there are unescapable risks involved with all manner of online services. Any illicit, suspicious or abusive behavior must be reported to Minds Support Network or your local authorities immediately. We are committed to safeguarding children and vulnerable adults, and we do our utmost to ensure this where possible by providing private video links for private communicative chat methods to provide the service during the time of the session. It is up to the parent, guardian and participant to decide which communication method is best for them.
It is also important to note that all interactive platforms, online services, social media and communication methods have age restrictions and age recommendations.
It is up to the parent, guardian and participant to decide which online interactive platform (platform, digital environment, app, social media etc.) the participant uses while they undergo therapy with us, even if that online service may be outside of their current age restriction or age recommendation.
Important information
- The participant must ensure they have a fully functional and up-to-date device compatible with the chosen therapy platform.
- To maintain privacy, the participant should have access to a quiet, private space for the session, as well as a headset with a microphone for clear communication.
- Communication will take place through in Google Meet, party voice chat, Discord chat, or by phone.
- Devices should be fully charged before the session, with easy access to charging ports to prevent interruptions. This includes Bluetooth headsets and other necessary accessories.
- If a participant requires the presence of a support worker, family member, or anyone else such as children or parents within the therapeutic space, written consent must be provided in advance. If written confirmation is not received, the counselor reserves the right to end the session and charge a cancellation fee, at MSN’s discretion. Such requests should only be made if there are concerns regarding safety and not for the purpose of monitoring the session.
- Refer to our privacy policy, terms and conditions for further information about using our services.
