Frequently Asked Questions
We hope these Frequently Asked Questions will provide the information you are seeking. We have grouped questions into categories to help you find information faster.
After searching, if you still have additional questions, feel free to Contact Us and we will respond as quickly as possible.
General
Who do you serve?
We serve all Christian global workers (those sent to serve cross-culturally) and their immediate family members.
Where do you serve?
Our primary services are counseling and psychiatry delivered online anywhere in the world (outside of the U.S.) where there is internet access. We serve clients all over Asia, Africa, Europe, and South America.
Our main office is in Columbia, South Carolina, in the United States. At our main office, we offer Counseling, Psychiatry, and 2-Day Debriefs for singles and couples. If you are located in the U.S. (outside of South Carolina), you will need to come to our office to receive counseling services. If you are located anywhere outside of the U.S. you can receive counseling online.
What services do you provide?
Click here for a complete list of our services.
How do I get started?
Click on the “Start Now” tab in the main menu and complete the online service request intake form. Please allow 15-20 minutes to complete the form.
Our Intake Team will then:
process your request
determine if we can meet your needs
if so, assign your Care Provider; if not, make other recommendations or referrals
connect you directly via email with your Care Provider, who will then contact you to schedule your first appointment
How long is the Intake Process?
The average time to complete the intake process and connect you with a care provider is 7-10 days. While multiple forms are involved, the greatest variable is the timing in which completed intake forms are submitted.
How do I make a referral?
If you know a global worker who needs care, we appreciate you making a referral to Valeo. There are three basic types of referrals.
If you just want the global worker to get care, email them the link to our website (www.valeo.global) and ask them to complete the secure online intake form to begin the process.
If you need/want any type of report (written or verbal feedback; confirmation of services for financial payment arrangements; or just to confirm that they are receiving care from Valeo), then
Ask and have the global worker confirm they are willing to sign the Authorization for Release of Information.
Email intakes@valeo.global with the name and contact information (email, phone, etc.) for the person Valeo needs to send the report to and the name of the potential client.
Email the global worker a link to our website and ask them to complete the secure online intake form.
If you are an employer or some other form of authority over the global worker and you are requiring them to receive services from Valeo for some concern you have, then:
Follow the steps above in #2 and include the following step
Email intakes@valeo.global a written summary of your concerns and what topics you would like assessed or addressed with the global worker during their time with Valeo, as well as any expectations that you have of Valeo in serving your global worker. This ensures that we serve your interests in addressing your concerns and expectations with the client.
Financial
How much does it cost?
The cost for the initial assessment for counseling is $100 and psychiatry is $200. Each subsequent session is $100 per clinical hour, $50 per half-hour.
2-Day In-Person Debrief is $900 per unit (single or couple).
Online Debrief is $900 per unit (single or couple).
Click Here for a complete description of these services.
Do you take insurance?
Valeo does not bill insurance. Because there are so many questions about insurance, we have created its own page, so please read this to answer all of your questions about trying to use your health insurance to pay for your services from Valeo.
Health Insurance - What you need to know
Is there a sliding scale?
Valeo does not provide a sliding scale model. We aim to keep our service fees below industry standards in an effort to serve as many global workers as possible.
We have a limited scholarship fund available to help supplement your ability to pay for services. Once you have been approved for services through Valeo, you may complete the scholarship application below. Valeo will review your application and let you know if we can provide a scholarship for you.
Before applying for a scholarship, we ask that you first seek assistance from your supporters and sending organization. This will help us ensure we can serve as many global workers as possible. Scholarships are not available for those submitting to insurance for reimbursement.
Please note scholarship money is only applied to counseling services of one hour or more. If you have any questions about the scholarship application process, please email finances@valeo.global.
Where does my fee for services go?
Payments for services go directly into the general fund which is used to pay for building costs, secure technology requirements that are HIPAA compliant, liability insurance, accounting and legal services, marketing, travel for staff to serve global workers on field, and salaries for some of our staff.
Financial Policy
Client Portal
How do I set up my client portal?
Initial Setup:
In the email sent from no-reply@valant.io, click the link to the client portal. The Portal is designed to function only via a Google Chrome browser. We have found that the MYIO app is unreliable and strongly encourage you to only use a Google Chrome browser when accessing your Client Portal.
Enter the Account Setup Code found in the original email.
Confirm your identity by entering your birthday. Enter your child’s birthday if you are setting up the portal on their behalf. Click Next.
The Account Setup Screen will then display. Return to your email inbox to retrieve your verification code. Enter that code and click Confirm.
Enter your username and password. If you are setting up portals for multiple clients, make sure the username is unique to each client for clarity. Click Next.
Patient Portal Onboarding:
Click Next to begin the Patient Portal Onboarding process.
Personal Details 1: Confirm this information is correct. Click Next.
Personal Details 2: DO NOT enter your Social Security Number. You may update the other details if you like. Non-US-based addresses and/or phone numbers are not compatible with this system. Click Next.
Email Addresses: Ensure your primary contact email address is listed in the “Home Email” space. You may enter a secondary email in the “Work Email” space as you prefer. Click Next.
Insurance Information: DO NOT enter ANY information on this page. Click Next.
Credit Card Information: You may enter your credit card information and save it for future use, as you prefer. Click Next.
Onboarding is Complete!
Additional Information:
If you are unable to set up your portal or have additional questions, please contact: info@valeo.global
Link to the Client Portal: https://valant.io/myio/Valeo
Primary Contact Format/Preferred Method of Communication for Valeo will always be via email rather than phone or text message.
Service charges and payments will now be managed through the Portal. Payment for services is still expected upon receipt of the charge. Statements will also be available in the Portal.
Always use Google Chrome when accessing the Portal - other browsers will not work.
For more detailed information, please refer to the Valant MYIO Users Guide.
How do I request an appointment with my care provider?
Refer to your Care Provider Connection message for your provider's preferred method for requesting appointments.
If your provider has activated appointment requests through the Portal:
Log in to your Portal and select “Request an appointment” from the main page or click “Appointments” from the menu, then click “Request an appointment.”
Fill in the fields and click Search.
Scroll through the results and click “Request” on the appointment date and time you’d like.
You will be notified via email when your appointment is confirmed or denied.
For confirmed appointments, you will receive an email reminder 2 days before your appointment.
If your provider has not activated appointment requests through the Portal:
Please email your provider directly or contact them via Secure Messaging through the Portal.
Please Note: Times displayed in the portal are adjusted to the time zone of your computer/device. If you are unsure of your specific appointment time, please email/Secure Message your provider to confirm. Reference to the facility does not impact the time displayed.
Technology
How secure is my information?
Valeo values your information and utilizes HIPAA-compliant video, email, and phone platforms meaning that your information is not shared without your written permission. Valeo takes extra precaution in protecting your information, but there is always a risk with any video/internet-based counseling or care.
What video-conferencing platform do you use?
Valeo utilizes the HIPAA-compliant version of Zoom as our primary platform. Backup platforms include Doxy.me and VSee, which are also HIPAA-compliant.
How secure/private is the video counseling software?
Zoom utilizes complete end-to-end 256-bit AES encryption.
Zoom never has access to your Primary Health Information (PHI) and does not persistently store information that is transmitted.
What does HIPAA compliance mean, and how does Zoom do that?
Click here for more information on Zoom Security and HIPPA compliance.
Approaches
What is your philosophy of care?
Valeo’s Care Providers are all Christians who adhere to the Valeo Statement of Faith and are in good standing with a local church. Our staff represent a range of different theological and church backgrounds. All of our counselors, psychologists and psychiatrists are professionals that are licensed in their respective disciplines. Our staff also represent a range of theoretical approaches to counseling and psychiatry, so we try to make sure your Provider is a good fit for you. If for any reason you don’t find your Care Provider a good fit for you or your situation, then please ask for a referral to another Provider.
All of our staff are best described philosophically as taking an integrationist approach to care. This approach integrates Scripture and the science of psychology to best care for our clients. This approach is distinguished from what is commonly referred to as “biblical counseling” and “secular counseling.” “Biblical counseling” only uses Scripture and not the science of psychology. Consequently, “biblical counselors” are not licensed professional counselors. “Secular counseling” only utilizes the science of psychology and not Scripture. This approach requires the Provider to be a licensed professional counselor, but their faith as a Believer may not have an impact on how they provide counseling.
With whom do you share my information?
Valeo does not share your information outside of our organization without your written consent. This is typically done through your electronic signature on an Authorization for Release of Information. All written reports will be given to you first for your review before being sent to another party. Because Valeo has a team approach to care, client information may be shared among clinical staff so that the most complete and highest quality of care can be provided.
What are the exceptions to confidentiality?
Client safety is a primary concern of Valeo. Although Valeo values client information and client confidentiality, Care Providers for Valeo are considered mandated reporters in that if a client is deemed a risk to harm themselves (suicidal ideations or intent), harm others (homicidal ideation or intent), or is actively engaging or intends to engage in abuse, mistreatment or neglect of the elderly or children, it is the responsibility of the care provider to notify appropriate authorities. This may include police, sending organizations, or referral sources.
What are the ethical obligations of Valeo’s care providers?
Each of our Providers practice according to the legal and ethical obligations of their professional licensure, state of licensure, and/or professional association. These ethics include confidentiality as stated above. A general guideline is Providers should not have dual relationships (in some way connected outside of therapy) with clients. Sometimes this is unavoidable in the Global Worker world and, if it were to occur, would need to be discussed in the therapeutic relationship. Some states also require an explicit statement that no sexual contact is allowed between Providers and their Clients.
Read our Ethical Exemption Policy
How many sessions will I need?
Valeo serves clients to help you thrive where you live, work, and play. Every client’s needs are different so the therapeutic process may only require 2-4 sessions or it may require regular sessions over a year or two. The amount and frequency of sessions is determined by collaboration between the client and the Care Provider. Valeo always encourages clients to advocate and communicate their needs to the Care Provider so that the most effective course of action can be taken.
What is Valeo’s perspective on the treatment of eating disorders?
Valeo acknowledges that challenges and struggles with disordered eating can require specialized care, so we have put together some information to help you discern how to best move forward. We acknowledge eating disorders are serious and impact a variety of people. This concept is too complex to fully address here. For a full explanation, read our Eating Disorder Framework.
Credentialing
What do all those letters mean after everyone's name?
APC = Associate Professional Counselor
LPC = Licensed Professional Counselor
LPC-A = Licensed Professional Counselor Associate
LPA = Licensed Psychological Associate
LMHC = Licensed Mental Health Counselor
LMFT = Licensed Marriage and Family Therapist
LMFT-A = Licensed Marriage and Family Therapist Associate
LCSW = Licensed Clinical Social Worker
LCMHC = Licensed Clinical Mental Health Counselor
LCMHC-A = Licensed Clinical Mental Health Counselor Associate
LCPC = Licensed Clinical Professional Counselor
LICSW = Licensed Independent Clinical Social Worker
NCC = National Certified Counselor