Our Support Agreement

About Online Support

If you would like to start online counselling with us, we will ask you to read and agree to the agreement below. It explains exactly what you can expect from us and what we will ask of you. You can also check the “What is Online Counselling” and “FAQ” pages.

Feel free to ask your worker any questions about it too.

Choosing Online Support

When you register for online support, we ask you to confirm that you want support and that you’re not being pressured into doing so by anyone else.

It’s also really important to have a look at the Data and Privacy Notice which tells you what we do with anything you share with us.

  • Confidentiality: This means that the details of your sessions will not be shared with others, outside of the 42nd Street team. We may share general issues and themes from sessions in the Counselling and Therapy team and Supervision sessions so that we can improve our service.
  • When confidentiality must be broken: This will happen if we have concerns of severe risk or harm to yourself or another person. Then we would have to talk to the right professionals to discuss the best possible support and help for you. Where we can, we will try and talk to you about what we are doing and who we are discussing your situation with.

Struggling in between sessions

Your worker is only available to work with you once each week at a time you both agree.

Once your sessions are underway, your worker will write you a therapeutic message once a week at the same agreed time.

If you message in between this time, your worker may not see it and will probably not respond until your next session.

Sometimes counselling or therapy can feel difficult and at times you may want to stay away. We would like to encourage you continue to read and exchange messages, even on those days when you would prefer not to. This is so that you can get support at these difficult times. These sessions can be more helpful if you engaged with regularly.

If you feel you are in crisis, feeling suicidal or having thoughts of self-harm in between your sessions, then you can use the “need help now” button which gives information about where can go or who you can talk to.

We may end up getting in touch about additional support, either from ourselves or someone better placed to help. Do check the Privacy Notice for more info on this.

If we are unable to make contact through the website, we may try to get in touch using the information you provided on your registration form, so please keep this up to date if you change phone number/ email address or move house.

Finally there are a few things other young people have said have helped them in between sessions

  • go for a walk after sessions
  • go somewhere quiet to reflect straight after
  • meet someone who you trust to talk things through during the week
  • write a diary
  • pursue a hobby that feels like it boosts your mood and self-esteem
  • draw in a sketchpad or listen to music
  • pursue a learning that keeps you involved
  • do some exercise

Number of messages/sessions

We can offer a range of sessions. It is your choice to decide how many sessions you feel would be beneficial. If you feel, at any point, that you would benefit from more sessions, then please discuss this with your worker. We will review how you are finding your sessions and in this review, plan your further sessions.

If you ever feel like ending your Counselling or Therapy please talk to your worker about this so that we can think about the best way for you to end.

Missed Sessions

If you cannot send a message before your next appointment, please send your worker a message as soon as you know you’re not going to be able to attend.

If you miss a session, and we don't hear from you, will try to make contact withyou which might include sending you an email and/or a text. Please let us know if you have any objection to this. If you do not give us advanced warning then a missed session will be counted as one of your total sessions.

If we don't hear from you within 14 days we will assume no longer wish to continue support at this time and will deactivate your counselling contract.  You would be welcome to re-register in the future up until your 26th birthday.

Wellbeing Forms

We will ask you to complete some short forms when your worker gets in touch. Your worker can explain a little more about them.

You’ll be sent these forms each week and only take a couple of minutes to complete. They’re an important part of the process, and ensure support is working properly for you. Please give yourself time to complete them.

Written Notes

We will keep weekly notes of the main issues and themes that we discuss. You have the right to see these notes under the Data Protection Act 1998. You can ask to do this by speaking with your worker.

Alcohol / Drugs

We ask you not to come to exchange messages under the influence of drugs / alcohol as this will affect your use of support.

Seeing Your Worker Online outside your session time

If you log onto the site outside of your agreed session time and see that your worker is online, it may be tempting to message them to ask them to speak to you now.

However, your worker will not be able to do this as they will be working with other young people and will need to give them the same focus and concentration they will give you during your sessions.

Seeing your worker outside of this website

Your worker will only be able to communicate with you via the site, so please don’t try to contact your counsellor via other websites or social networking sites.

Your worker will not accept a ‘friend request’ or start to chat to you. This is because it’s important to have boundaries with a counselling relationship.

Technical Issues

From time to time there may be problems with computer or internet connections.

If we’re having a technical issue we will normally contact you via email or phone, using the details you give us when you register.

If you are having technical issue please try to let us know via onlineteam@42ndstreet.org.uk or on 0161 228 7321

We know it can be annoying and even upsetting if technical problems get in the way of your support, however briefly. It might help to be prepared for the possibility (maybe speak to your counsellor in advance if you think this will stress you out a lot, so you can come up with a plan to manage it together) and remember that we will be keen to keep working with you as soon as we can.

Feedback and Complaints

Feedback is very important to us and we want to hear about your experience of using our services, whether it’s good or bad. To give feedback, please use the button on our homepage 'I want to give feedback'.

If you are ever unhappy about anything to do with the Counselling or Therapy or any other service from 42nd Street please talk to us about this. If this doesn’t sort things out then you can ask to speak to one of the Head of Services to resolve this.

Please take a moment to check you have read and understood this agreement as well as the Privacy Notice fully. If you have any questions, please get in touch – usually your counsellor is the best start. If you don’t have one yet you can e-mail onlineteam@42ndstreet.org.uk.

You can download your support agreement, click here.

All the Counsellors and Therapists @ 42nd Street follow the British Association of Counselling and Psychotherapy (BACP), Ethical Framework and Guidelines to ensure that you get a professional and quality service.