Frequently Asked Questions

Here you will find answers to questions on a number of topics. Click on a question below to expand the answer you are looking for. If you have a question that does not appear here, please contact us at or 519.884.0000.

Do I need a referral?

No referral process is required for our Walk In Counselling Clinic. Simply come to our office on Thursdays during our Walk In Counselling Clinic hours. We endeavour to have clients seen as quickly as possible, and work on a first-come, first-served basis. If, however, a large influx of individuals come in late in the day we may have to ask people to return the following week. Wait times also vary according to the arrivals of clients.

How do I sign up for counselling?

There are two ways to begin with counselling services: Attend our Walk In Counselling Clinic or by calling our Intake Department. If you are unable to attend our Walk In Counselling Clinic or prefer to book an appointment directly, please contact our intake team at 519-884-0000 x222. For parents who wish to refer their children (0-12 years), referrals must be made or confirmed by a custodial parent.

How much does it cost?

Fees are based on income level and will be determined at the time of the Intake interview. Many are eligible for subsidies. KW Counselling Services is committed to ensuring that no one is turned away due to their inability to pay for service. Individuals are asked to have available their Insurance and or Employee Assistance Program information to assist us in determining the best means of cost coverage for counselling.

I don’t live in Waterloo Region, can I still come?

Yes – our services are available for those out of the region, however, our subsidies and subsidized programs are only available to residents of the Waterloo Region. Please call our intake department for more information and associated costs  519.884.0000 x222.

My doctor told me I need counselling. Now what do I do?

To find out if your doctor is a partner of Health Connect Counselling Partners, please inquire at your doctor’s office or contact the Intake Coordinator for Health Connect Counselling Partners at 519.622.1670 x1125.

Is this service confidential?

Yes. KW Counselling Services believes that information gathered during the course of our work – about clients, donors, employees, interns, members of the Board, corporate clients and volunteers – is private and every safeguard should be taken to ensure that personal information is kept confidential, in keeping with sound, ethical principles of Human Service practices, The Freedom of Information and Protection of Privacy Act (Ontario) and the Personal Information Protection and Electronics Documents Act (Canada).
Personal information will be disclosed to only those KW Counselling Services employees, members, agents and the Board of Directors who need to know the information for the purposes of their work.
KW Counselling Services is permitted to use and disclose personal information to third parties without the individual’s knowledge and/or consent, where: KW Counselling Services is required to comply with a subpoena, a warrant or an order made by a court or other body with appropriate jurisdiction; KW Counselling Services has reasonable grounds to believe the information could be useful when investigating a contravention of a federal, provincial or foreign law and the information is used for that investigation; (an emergency exists that threatens an individual’s life, health or security; legally required to report a child who may be at risk of harm; required to report suspected professional abuse; a government agency or department requests the information; the information is publicly available; the use is clearly in the individual’s interest, and consent is not available in a timely way; knowledge and consent would compromise the availability or accuracy of the information; required by accrediting body; required by law.).

Can I get an appointment today?

We are not an emergency service and cannot guarantee that an appointment will be available the same day you call.  From time to time, there are appointments available for same day service. Please call our intake department at 519.884.0000 x222 for more information.

How do I sign my child up for counselling?

Please read our guidelines for counselling with children and youth and contact our intake team at 519.884.0000 x222 to discuss your child’s counselling needs.

How do I sign up for a parenting course?

To sign up for a parenting course check our website at or call KW Counselling Services at 519.884.0000.

What are the agency’s Strategic Objectives?

KW Counselling Services has four Strategic Objectives that are reviewed regularly by our Board of Directors and Management Team.

What is Roads to Recovery?

This service is for individuals recovering from a motor vehicle accident. Referrals are accepted through our Walk In Counselling Clinic or by contacting our intake team at 519.884.0000 x222. Roads to Recovery services are provided at no cost to you or your family. Funding for this program is provided by your insurance company. If you would like more information please contact our Director of Business Development and EAP Services at 519.884.0000 x227.

What are the counsellor’s qualifications?

Professional and confidential services are provided by over 25 experienced therapists and supervised placement students. All of the staff at KW Counselling Services have minimum of a Masters degree in Social Work or a related field and experience working with individuals, couples, children, teens, and families on a variety of topics.  Placement students at KW Counselling Services come from the Master of Social Work program at Wilfrid Laurier University, the couple and Family Therapy Program at the University of Guelph, or other recognized institutions.

What languages do your counsellors speak?

KW Counselling Services aims to provide a diversity-friendly environment and particularly encourages people of all ethnicities, genders, sexual/gender identities, cultural backgrounds, abilities and beliefs to contact us for special request for service. We have a number of counsellors on staff that speak a variety of languages. In addition to counselling services, we offer parenting programs in many languages. KW Counselling Services works closely with the Kitchener Waterloo Multicultural Centre. We aim to serve clients with a trained interpreter.  For more information or to inquire about multi-lingual services, please call 519-884-0000 x222.

I have an EAP with KWCS – how do I sign up?

If you already have access to EAP services with KW Counselling Services, contact us at 519-884-0000 to book an appointment or to find out what services you are eligible for.

Can I make a payment online or over the phone?

Payments for sessions can be made over the phone by calling 519.884.0000. The receptionist will be happy to assist you.
Payments for parenting courses can be made over the phone or in person. Call for further information.

Is my session covered by insurance?

Many clients are able to use insurance for counselling from their family’s employment benefit package. If this applies, please bring this information with you, including the qualifications the counsellor must have. Please contact our intake department to discuss your options.

What kind of counselling do you offer?

We offer counselling to individuals, couples and families.  Focusing on your strengths, we offer a diverse range of programs to assist you or your family with a wide variety of issues including: Personal or Job Stress; Relationship Issues; Alcohol and Drug Use; Anger Management; Lesbian, gay, bisexual, transgender, questioning (LGBTQ) issues; Separation and Divorce; Parenting; Balancing Work and Family; Financial Issues Anxiety and Depression; Trauma; Grief and Loss; Woman Abuse/Intimate Partner Violence or Domestic Violence; Adjusting to Life in Canada. For further information, please call our Intake Department at 519-884-0000 x222.

Do you offer child care?

We do not offer child care however; please call our Intake Department if you need assistance in attending  sessions call 519-884-0000.

How long does it take?

 Most counselling appointments last for one hour except for Walk In Counselling Clinic appointments. These appointments are seen on a first come first served basis and please set aside at least two hours (excluding waiting time). We endeavour to have clients seen as quickly as possible. If, however, a large influx of individuals come in late in the day we may have to ask people to return the following week and arrange a specific time for the appointment.

How long is your wait list?

KW Counselling services aims to meet the demands for counselling in a timely manner. From time to time, there is a wait list due to counsellor availability. At times there will be a wait for service. Please contact the Intake Department for further information at 519-884-0000. 

Where are you located?

We are located between Ottawa and Stirling (right beside Tim Horton’s) at 480 Charles Street East in Kitchener. N2G 4G8 Call for directions 519-884-0000

What is the Walk In Counselling Clinic?

Our Walk In Counselling Clinic takes place Thursdays from 12-6 pm at our main office. No referral process is required for our Walk In Counselling Clinic. Simply come to our office on Thursdays during our Walk In Counselling Clinic hours. We endeavour to have clients seen as quickly as possible, and work on a first-come, first-served basis. If, however, a large influx of individuals come in late in the day we may have to ask people to return the following week. Wait times also vary according to the arrivals of clients.  Like our other counselling, the Walk In Counselling Clinic is offered for individuals, couples and families. 

What is the latest I can arrive for Walk In Counselling?

6:00 pm.

Should I bring my child with me?

For parents who wish to bring their children (0-12 years) for counselling, referrals must be made or confirmed by a custodial parent.  Please contact our intake team at 519-884-0000 x222 for further information.

What is the best time to come?

The attendance at Walk In varies each week. Be prepared to spend about two hours with us. (not including the wait time). If you arrive before 6:00 pm you will be seen by the intake team and offered an appointment depending on counsellor availability.

Can I come for just the intake?

Yes – If your time is limited or the availability of counsellors does not work with your schedule that day, you may be seen for the intake and arrangements will be made for you to attend an appointment at a later date.

Will I get the same counsellor every time?

If you have requested ongoing counselling, you will see the same counsellor. If you are returning for an additional visit to the Walk In Counselling Clinic, you may request the same counsellor however this is not guaranteed.

I just had a Walk In session can I make another appointment?

Your counsellor will discuss options for additional appointments following your session. Approximately two weeks after your session, please call the intake department to request ongoing counselling.

Can I make an appointment for someone else?

Please contact the intake Department for further information 519.884.0000 x222.