Preparing for your Online Video Sessions

Have the right environment:

Sessions can cover sensitive topics & issues. Find a private space where no one can hear you. Wearing headphones can reduce the potential for others to hear details of your session that would otherwise be projected from speakers.  If session is for a couple or family, only one secure link will be sent to the person making the appointment (not to each person included in the session).  All included in the session must be at the same computer or phone to participate.  No person who is not a registered client listed in the session may attend or be in the room.

FIND A QUIET ENVIRONMENT:  Minimize potential environmental noise.  Take appropriate steps to silence electronics, pets, etc. or to prevent interruptions so you are not disturbed during your online video sessions.

HAVE BRIGHT LIGHTING:  Select a well-lit area to connect to your session. The main light source should be in front of you to keep your face visible.  Keep your background space clear to reduce distraction.

The Right Tech Setup

HARDWARE: Clients must have desktop/laptop computer or mobile/tablet device with built-in or external speakers, microphone, and webcam. 

SOFTWARE: Ensure you are using the latest version of your selected browser (Google Chrome, Safari, Firefox, etc.). 

Confirm your username and password are accurate so you can log into the secure client portal at the appropriate time. Log-in a few minutes early to test your system.

NOTE: Avoid Microsoft Edge browser until Microsoft completes current version phaseout. Other browsers work fine.

HIGH-SPEED INTERNET CONNECTION NEEDED: You must be able to connect to a high-speed internet connection (Minimum connection speed: 512Kbps Upstream / 2 Mbps Downstream). Prior to your session, restarting your computer, clearing your cache, and hitting 'refresh' browser icon is recommended to first clear and then shut down any background processes.  Confirm all other programs are closed so all bandwidth is dedicated to your session connection. 

Connect to your session prior to your session start time to test your internet connection and session settings. Confirm you have given permissions to your browser to access your camera and microphone, and that you can see yourself in the preview window at the bottom left of the open session window.

Attending Your Session

Login to your secure client portal a few minutes prior to your session. If connecting from a phone/tablet, enable the "Do Not Disturb" setting to prevent any phone calls, text messages, or notifications from disrupting your upcoming session.

Your session will be displayed on your Home page.  Click any of the details of your upcoming session to open the Session Details page, then click the Start Video Session button.  A new window will open where your session will take place. 

If you have completed the preparatory steps listed in the tech Setup section above, you should be taken directly to the virtual meeting room where you and your counselor will conduct your session.  A display of what your counselor sees will show in the bottom left, while the rest of the screen will fill with your counselor's camera view.

Use the volume dials at the top of the window to adjust sound settings as needed.  When the session is finished, close the window to end the connection.  We recommend you shut down your computer (or restart) following the session.