Healthcare professionals

Frequently asked questions

• Concerned about your safety or the safety of others?

  Wingspan is NOT a crisis center. If anyone is in immediate danger call 111 and ask for the Police. They can arrange protection and support. 

  
  Other Services:

  Suicide Crisis Helpline  0508 828 865 (0800 TAUTOKO)

   

  Mental Health Crisis Team:
  Central Auckland.  0800 800 717
  Wellsford to North Shore  (09) 486 8900
  Rodney  (09) 427 0360
  Henderson (09) 822 8501
  Counties Manukau  (09) 261 3700 

• How do I make a referral to Wingspan?

  Complete and submit a Referral Form on behalf of your client.

• Can we request a particular counsellor?

  Yes. Go to ‘our counsellors’ page on this website to see all our counsellor profiles. Alternatively, our team will recommend the most suitable counsellor for your client based on the details you have provided in the Referral Form.

  
  If your client does not feel the counsellor chosen is the right one for them, they have the right to request a different counsellor. It’s important that they feel comfortable and confident with the counsellor they work with.

  
  Clients are asked to provide a rating and feedback on their counselling experience at every 3rd counselling session at Wingspan. Feedback is reviewed by our Chief Executive Officer. We have feedback forms designed specifically for young people to ensure they have a voice in the assessment.

• Does Wingspan offer Triage?

  Wingspan does offer a ‘one-off’ Triage Counselling Appointment to determine whether the client needs to be assigned to a permanent counsellor urgently, or can wait for an available appointment. Wingspan does offer a ‘one-off’ Triage Counselling Appointment to determine whether the client needs to be assigned to a permanent counsellor urgently, or can wait for an available appointment.

   

  At the Triage counselling session, clients will be offered some strategies and identify other community resources that may provide more immediate assistance. 

   

  If you believe a client would benefit from a health and safety assessment - we would recommend a Triage appointment. Important To Note: Wingspan is not a Crisis Centre. If anyone is in immediate danger call 111 and ask for the Police or alternatively call the Mental Health Crisis Team:

   

  • Central Auckland T. 0800 800 717

  • Wellsford to North Shore T. (09) 486 8900

  • Rodney T. (09) 427 0360

  • Henderson T. (09) 822 8501

  • Counties Manukau T. (09) 261 3700 

• How quickly can my client get an appointment?

  Due to the high demand for our services, wait times can range between 2 - 6 weeks. The more flexible a client can be in regards to their availability for days of the week and times will certainly help to reduce their wait time.

  
  After we receive your Referral Form we will contact your client as soon as we have an available appointment.

  
  Appointments last 60 minutes for individuals and couples counselling; 90 minutes for family sessions.
  
  

• How many counselling appointments do clients typically require?

  Every client’s needs are different.

  
  Clients usually have a maximum of 10 counselling sessions, scheduled weekly over a period of a few months. The schedule may vary to fortnightly or 3 weekly schedules at different stages of the client’s counselling.

  
  If the counsellor and client see the benefit of having more sessions, then this can be discussed and specific arrangements made.

  
  Individual and couples counselling appointments last for one hour; Family Counselling lasts for 90 minutes.

• How much does counselling cost?

  We ask clients for a voluntary contribution based on their household income to cover the costs of our services. This way, professional counselling remains affordable for everyone.

  
  Refer to our Voluntary Contributions Grid for recommendations on what a client could pay.

  
  Suggested voluntary contributions range from $40.00 up to $180 per appointment for an individual; between $40.00 to $140 for couples or $50 to $180 for a family appointment. Any voluntary contribution above $140 will assist us in helping other people in need.

  
  Payment can be made by EFTPOS, cash, or internet banking.

• Can you get free counselling?

  • Clients who cannot afford to make a voluntary contribution may qualify for funding or free counselling sessions. 

  • Disability Allowance: Clients who are currently on a Work & Income Benefit may be eligible to apply for a Disability Allowance to support them with their counselling costs.

   

  If you have questions about voluntary contributions please call our reception teams to discuss. 

   

  • Central Auckland (Eden Terrace) T. 09 630 8961

  • North Shore (Northcote) T. 09 419 9853

• Do you have any support information that we can give clients prior to their appointment?

  Yes - Wingspan has a brochure specifically designed to answer frequently asked questions that clients or their loved ones/ support network may have. Scroll down to the ‘Resource Order Form’ on this page to order.

• Can my client bring a support person to their counselling appointment?

  Absolutely. We would just ask that the client advise us who this support person will be prior to their appointment - just so we can advise the Counsellor.

• How do we order more Wingspan brochures to give to clients?

  Absolutely. Submit a completed Client Brochure Order Form and we will get these sent out to you. Please allow up to 2 weeks for delivery.

• Do cancellation fees apply?

  Clients will be advised to notify our Reception at least 24 hours before the appointment if they wish to reschedule or cancel their appointment.

  
  Late cancellations or missed appointments may result in a request for a contribution to cover operational costs.