Therapy FAQ: Fees, Insurance & Scheduling in Austin
Straight answers. And Nia for the rest.
Common Therapy Questions
Everything you'd ask on the first call.
Getting Started With Therapy
Send the contact form or call/text 512-400-4790. Nia, our Client Care Coordinator, will answer your questions, help you choose the best-fit therapist, and get your first appointment scheduled. If you already know who you want to see, you can also book directly in the online portal.
Your first session (or two, if you need extra time) is a thorough assessment — lots of nosy questions — an orientation to how things run, and a personalized plan for your treatment goals. Then you start your healing journey, and your therapist keeps learning what works best for you along the way.
Yes. Fit matters — research shows feeling comfortable and confident with your clinician is one of the biggest indicators of success in counseling. That's why we offer an optional 30-minute consult with the therapist of your choice before you commit. It's a chance to meet, get a sense of how you connect, and work through any hesitation. See the consult fee on our Rates page.
Yes — across Texas. We've provided therapy online for years (even before COVID-19), and research has shown online therapy to be as effective in most cases as in-person. EMDR works online, young children can be helped online with structure for parents, and couples work online solves a lot of scheduling problems. Many clients who doubted it end up preferring it.
Many of our therapists offer Walk & Talk options. If movement helps you, you might simply go for a walk outside the office or meet your therapist at a park.
Absolutely. Finding a good fit leads to good outcomes, and we're dedicated to empowering transformational change in our clients' lives. Email [email protected] or text/call 512-400-4790 and Nia will help you re-match.
Fees, Insurance & Sliding Scale
Maybe. We aren't credentialed with any insurance companies, but if you have out-of-network benefits we can provide a superbill — a special receipt you submit to your insurer for reimbursement according to your plan. If our full fee isn't workable, you can apply for a sliding-scale rate by emailing [email protected]. Rates & insurance details.
Our donors, corporate sponsors, and grant partners let us offer sliding-scale rates to people who otherwise couldn't afford care. The number of slots depends on fund availability. To be considered:
- Email [email protected] with the subject line Application Request for Sliding Scale Rate.
- Complete a short application that considers income, family size, and financial burdens.
- We'll let you know whether you qualified, and at what rate.
- Applications are re-evaluated quarterly.
CareCredit is essentially an interest-free credit card for medical, mental health, dental, and veterinary bills — pay the original amount within 12 months and you pay no interest. It's a good option for EMDR Intensives or short-term care. If you need weekly or biweekly sessions for an extended period and finances are tight, we recommend applying for a sliding-scale slot instead, because the interest rate after 12 months is high. All financial decisions are yours.
Text or email your therapist directly ([email protected]), or email the office at [email protected].
Scheduling & Sessions
Use the online scheduler or contact your therapist directly — call 512-400-4790 and use the directory, use the direct line from your scheduling email, or email [email protected].
Regular sessions need 24 hours' notice or the full session fee applies; if you can reschedule within the same week, the late fee is waived (subject to your counselor's availability). EMDR Intensives block off significant time, so they follow the cancellation terms on our Rates page.
Most sessions happen in your therapist's virtual office at hopeforthejourney.org/online-sessions — scroll to your therapist's photo and click to request entry. Some clinicians use a separate platform for EMDR sessions; if so, they'll give you that link directly. Can't find it? Call 512-400-4790 and use the directory, or email your therapist.
Most people start weekly, then space sessions out as things settle. If you'd rather move fast, EMDR Intensives offer the results of weeks or months of weekly therapy in just days by setting aside a dedicated block of time. Your therapist will help you choose.
Records, Privacy & Complaints
Texas law requires that requests for mental health records be made in writing. Email your written request and completed Authorization form to [email protected] with the subject line REQUEST FOR RECORDS, or mail it to Hope For The Journey, Attn: Client Care Coordinator, 4131 Spicewood Springs Rd. Ste. L-1, Austin, TX 78759.
- Litigation-related records: include the cause number, case title, and court; say so if you need a Business Records Affidavit (fee applies; affidavits are released after payment).
- Records fee: $25 for electronic records, by card or cash. Texas law doesn't require release until fees are paid.
- Couples, family, or third-party records require a valid court order or an Authorization signed by the individual (or parent/guardian). Relevant law: 45 C.F.R. §164.512(e); Texas Health & Safety Code §§611.004, 611.0045, 611.008.
Attorneys and document companies: a subpoena alone is not sufficient to compel disclosure of confidential counseling records under HIPAA. Disclosure requires a valid court or administrative order, or notice to and non-objection from the individual (an Authorization satisfies this). If a client or parent has declined release, a “Statement of Assurance” will not be accepted — a valid Authorization or court order is required.
You have a right to have complaints heard and resolved in a timely manner. If we can't work things out to your satisfaction, you may contact our licensing board: Texas Behavioral Health Executive Council, 1801 Congress Avenue, Suite 7.300, Austin, TX 78701 · 1-800-821-3205 · complaint form.
For HIPAA privacy concerns, contact the U.S. Department of Health and Human Services, Office for Civil Rights: [email protected]. For consumer complaints about the privacy and security of your health information, contact the Texas Office of the Attorney General.
Yes, with the exceptions required by law. Our full Privacy Policy and Notice of Privacy Practices explains how your information is protected, used, and disclosed, and your rights to access it.
