What to expect

Frequently asked questions

• What is Counselling?

  Counselling is a form of ‘talk therapy’ designed to help you find ways to deal with emotional issues that are impacting your day-to-day life and well-being.

  
  It’s a safe, non-judgmental and supportive space where an individual, couple or family can meet with a trained professional counsellor to talk about issues and problems that they are facing in their lives. These may be problems that you find difficult to talk to other people about.

   

  Your counsellor will draw on tools and techniques to help you to move through the difficult problems, feelings, behaviours, thoughts or situations that you are experiencing. It can help to provide new perspectives on your situation and experiences.

   

  Together with your counsellor, you’ll identify the desired outcomes you want to achieve and develop strategies to overcome obstacles and personal challenges you’re facing so you can get back, to being you.

• How do I know if I should see a counsellor?

  It may be that you’ve noticed some changes in your behaviour or you may be facing some tough times. Below are some examples that may be an indicator that it’s time to reach out for help. 

  • You may have become more irritable, feel you are not coping, become constantly angry, sullen, withdrawn, sad, weepy, or go into spells of silence for long times. There may be other changes - you don’t feel like yourself anymore. 
  • When circumstances or behaviour towards you becomes unacceptable or intolerable. 
  • When you feel unable to manage your relationships or function effectively. 
  • When you feel you are not coping with a change or trauma in your life. 

• What will my friends and family think?

  Counselling is nothing to fear or feel ashamed about. People from all walks of life attend counselling. Telling those people you trust that you are seeing a counsellor can be challenging sometimes, however, it may help them understand any changes you are making and why you are approaching things a certain way.

  
  It is often helpful to have someone to share and reflect on your experiences with.

• Can I choose my counsellor?

  Yes, you can. Go to ‘our counsellors’ page on this website to see all our counsellor profiles. Alternatively, our team can recommend a counsellor based on the issues you want to address.

  
  It’s important that you feel comfortable and confident with the counsellor you choose. You have the right to request a different counsellor if you feel the counsellor is not the right fit for you.

  
  If having a support person at your counselling session will make you feel more comfortable you are absolutely welcome to bring that person with you. Just let us know who will be supporting you prior to your session.

• When is Wingspan open for counselling?

  Each counsellor has their own weekly schedule, however, the below times provide an indication of when we have a counsellor on duty.

   

  Central Auckland Centre:

  • Monday 9 am – 5 pm
  • Tuesday 9 am – 6.30 pm
  • Wednesday 9 am – 6.30 pm
  • Thursday 11 am – 6.30 pm
  • Friday and Saturday 9 am – 5 pm
  • Sunday – closed

   

  North Shore Centre:

  • Monday 10.30 am – 6:30 pm
  • Tuesday 9 am – 5 pm
  • Wednesday 9 am – 5 pm
  • Thursday 9 am – 5 pm
  • Friday – 9 am – 2 pm
  • Saturday – closed Sunday – closed

• How do I make an appointment with a counsellor?

  You can request an appointment with a counsellor directly with us by submitting a Counselling Request Form on this website. Or you may phone our reception at either of our centres.

  
  Alternatively, you can ask a Healthcare Professional (e.g. your doctor, specialist medical professional or a community social service representative) to submit a Referral Form for you.

• Can my appointment be online?

  Yes. We realise not everyone can attend regular face-to-face counselling appointments, so online counselling sessions are available.

  
  For an online counselling session, you will require access to either a computer, mobile phone, or tablet with a camera, microphone, and a good internet connection. You will also need to find a private place to talk. Contact us to find out if Online Counselling is right for you.

• How quickly can I get an appointment?

  Demand for our services is high. Each Wingspan centre has varying wait times.

  
  As soon as we have an available appointment we will contact you. You are welcome to contact us if you would like an update on your appointment status or if your circumstances change.

  
  The more flexible you can be with your appointment times and dates may help to reduce the wait time.

• How many appointments will I need?

  Wingspan offers short to medium-term counselling for all types of issues. Clients usually have a maximum of 12 counselling sessions over a period of a few months. If you and your counsellor see the benefit of having more sessions, then this can be discussed.

  
  Counselling is often scheduled weekly, although this may change to a fortnightly or 3 weekly schedule at different stages of your counselling.

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

• Can I opt out at any stage? How will I know when it’s time to finish?

  Your emotional well-being is our primary focus…so it’s got to work for you. If you wish to stop your counselling at any stage, the best thing to do is talk this through with your counsellor first.

  
  We have waiting lists for our services so if you have an appointment that you need to cancel, we’d appreciate at least 24-hour’s notice. This will give us enough time to reallocate your appointment to someone else. Voluntary contributions may be expected for late cancellations and no-shows to help cover our operating costs.

• How do I know my personal information is secure?

  Your privacy is important to us. Wingspan is committed to protecting your personal information in accordance with the Privacy Act 2020. Our Privacy Pledge outlines how we treat your personal information.

  
  Counselling is a confidential process - your counsellor will discuss this with you at your first appointment, including when we may need to extend confidentiality to support you or someone else’s care and safety.

  
  When you request an appointment, please let us know if you do not want us to leave a voicemail message and advise how you wish to be contacted.

• How much does counselling cost?

  We ask for a voluntary contribution based on your household income to cover the costs of your counselling appointment. This way, professional counselling is affordable for everyone. 

   

  Suggested voluntary contributions range from:

  • $30.00 up to $150 per appointment for an individual
  • $35.00 to $160 for couples
  • $40 to $170 for a family appointment. 

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

• Can you get free counselling?

  If you cannot afford to make a contribution, let us know. You may qualify for fully-funded (free) counselling sessions.

  
  Still have questions about making a voluntary contribution? Call our reception team to discuss, or chat with your counsellor about it at your first session.

• How is the performance of a counsellor monitored?

  We ask all clients to complete a session evaluation every 3rd appointment held, and then ask them to provide a more comprehensive evaluation mid-way through their appointment schedule.

  
  We assess our work based on your feedback. Specific feedback forms have been designed for youth so their feedback can also be reviewed.

  
  Wingspan is also audited by the Ministry of Social Development and Oranga Tamariki. Our counsellors also meet regularly for peer supervision and external supervision, where they gain professional support and critique.