Frequently Asked Questions

What is the difference between counseling services at Counseling Services and counseling services through TimelyCare?

  • There is no difference in the counseling services provided. At this time Counseling Services is continuing to provide counseling services using teletherapy, and services for both are provided by licensed clinicians.
  • With TimelyCare you can access teletherapy services from anywhere, at any time!
    • TimelyCare’s “Talk Now” service will connect you to a licensed clinician 24/7, with an average wait time of 5-10 minutes. This service is unlimited for all current AU students.
    • You can also schedule regular, ongoing counseling appointments with a licensed clinician through TimelyCare. All current AU students have twelve sessions available for free. Weekend and evening appointments are also available.
    • Counseling Services is open Monday-Friday 9 a.m.-4 p.m., and provides assessment, short-term counseling, crisis support, consultation, and referral services.
  • For more information about TimelyCare, click here.

What type of appointment should I make?
At Counseling Services there are three types of appointments you can make, and which one you choose will depend on your needs.

If you would like to discuss beginning or resuming ongoing therapy services, you should choose to make an initial appointment. The initial appointment will be approximately an hour long. During that time, you will complete paperwork and meet with a counselor to discuss your concerns. You and your counselor will discuss whether Counseling Services or TimelyCare will best fit your needs for follow-up appointments. If you will be continuing services at Counseling Services, you will make decisions together about your goals for therapy, and determine together how often you will schedule follow-up appointments. Ongoing therapy focuses on creating meaningful changes in your life, and is appropriate for any of the following reasons:

  • Treating a mental health concern such as depression or anxiety
  • Healing from a history of trauma (e.g., emotional, physical, or sexual abuse)
  • Learning to manage difficult family relationships, or build healthy relationships with others
  • Address concerns about your substance use
  • TimelyCare also offers ongoing therapy services. You may choose to schedule with them instead of Counseling Services to get started! To learn more, click here.

If you already have an assigned counselor, and it has been less than six months since your last appointment, you can make a follow-up appointment to see that counselor again. Follow-up appointments are 25 minutes long. Longer appointments may also be available, but must be discussed with, and scheduled through, your counselor. If your last appointment was longer than six months ago, you will need to schedule an initial appointment in order to update your paperwork and reopen your file, and you may be assigned to a new counselor.

We also have same-day timely access appointments available. Timely access appointments are 25 minutes long and focus on accessing support to process intense feelings or reactions to situational stressors, or may focus on creating solutions. There are a number of reasons you may choose to schedule a timely access appointment.

  • You are interested in as-needed support rather than regularly scheduled ongoing therapy sessions.
  • Feeling overwhelmed by a situational stressor.
  • Needing help to make a decision.
  • A similar service is available 24/7 through TimelyCare’s “Talk Now” service! To learn more, click here.

If your concern is urgent or you feel you are in crisis, please come in during office hours! If you are in crisis you DO NOT need to make an appointment. It is appropriate to use crisis support for any of the following reasons.

  • You are experiencing suicidal thoughts and may act on them.
  • You are having thoughts of harming someone else and may act on them.
  • You believe your life is in danger.
  • You are hearing or seeing things others cannot hear or see.
  • You have been physically or sexually assaulted.

If our office is closed, TimelyCare offers 24/7 immediate support with the “Talk Now” service! To learn more, click here. If you are experiencing a life-threatening emergency call 911 or Campus Public Safety 630-844-5450 (or dial 555 from any campus phone) for on-campus assistance.

How do I make an appointment at Counseling Services?
How to make an appointment depends on what type of appointment you would like to make. To set up an initial or follow-up appointment, please submit an appointment request form. Most students are scheduled for their first appointment within the week, and many within 2-3 days, depending on the availability provided. To ensure you are scheduled in a timely manner, please provide as much availability as possible. In most cases, requests are responded to on the same day they are submitted, or the next business day that classes are in session (i.e., a request submitted after business hours on Friday would be answered on Monday morning).

  • TimelyCare also offers ongoing therapy services. You may also choose to schedule with them instead of Counseling Services to get started! To learn more, click here.

To make a same-day (or timely access), appointment, please call the front desk to schedule. There are a limited number of same-day appointments available, and they will be scheduled on a first-come, first-served basis. In the event that you need immediate assistance due to a life-threatening crisis, please call 911 or Campus Public Safety at 630-844-5450 (or dial 555 from any campus phone) for on-campus assistance.

  • A similar service is available 24/7 through TimelyCare’s “Talk Now” service! To learn more, click here.

What can I expect at my first appointment?
During your first appointment, you will complete paperwork which may take up to 30 minutes, then you will meet with a counselor for 25-30 minutes to discuss your concerns. The counselor will gather information to gain a better understanding of your needs, and help you determine what follow-up services, if any, are most appropriate. Sometimes services other than individual counseling may be suggested, including group therapy, a referral for other campus resources, a referral to our TimelyCare service, or to see a medical doctor, psychiatrist, or mental health provider in the community.

How often will I meet with my counselor?
How often you meet with your counselor will depend on your unique needs. In general, you can expect to meet with your counselor every other week. If your counselor feels you should meet more or less frequently they will discuss this with you.

Is there a session limit?
Yes. Our on-campus services are focused on providing short-term counseling. Generally, students use an average of 4-6 sessions. If you need longer-term therapy services, your counselor will discuss options with you. In some cases, your counselor may be able to provide additional sessions. You may also choose to continue your sessions by meeting with a TimelyCare provider. When appropriate, referrals to other outside providers may be suggested for the treatment of concerns that may exceed our scope of care or current resources. If you think you are looking for longer-term services, it might make sense to start your counseling with TimelyCare instead of Counseling Services. If you are unsure which is the best fit for you, please call our office for more guidance.

I think my friend needs counseling. What should I do?
If you think your friend might benefit from counseling, it may be helpful to talk with one of our counselors to discuss your specific concern. We can help you develop a plan for how to talk to your friend about your concerns, identify additional resources available to your friend, and provide support to you.

How long do I have to wait to get an appointment?
We make every effort to see students as quickly as possible. If your need is urgent please contact our office for assistance in scheduling. For life-threatening emergencies call 911 or Campus Public Safety at 630-844-5450 (or dial 555 from any campus phone) for on-campus assistance. You can also use TimelyCare’s “Talk Now” services to connect with a licensed clinician in as little as 5-10 minutes! To learn more about TimelyCare, click here.

What if I am in crisis and need to talk with someone right away?
If you are experiencing a life-threatening emergency call 911 or Campus Public Safety 630-844-5450 (or dial 555 from any campus phone) for on-campus assistance. If you are experiencing a mental health emergency that is not life-threatening we will work to meet with you as quickly as possible. If your need is urgent please contact our office for assistance in scheduling. We are available in the office on Monday through Friday from 9 a.m. to 4 p.m. Remember, TimelyCare also offers urgent support with the “Talk Now” service! To learn more about TimelyCare, click here.

Do you prescribe medication?
Counseling Services does not prescribe medication. However, some students may qualify for psychiatric services through TimelyCare. If you would like to explore this option, please make an initial appointment with our office to discuss your needs.

Is my concern appropriate for counseling?
There are a variety of reasons students decide to come in for counseling. In short, any concern that is keeping you from being your personal best is an appropriate reason to seek counseling. Some common concerns are depression, anxiety, stress management, family concerns, educational/academic concerns, substance use, interpersonal difficulties (e.g., conflict with friends, roommates, or romantic partners), or concerns related to gender, sexual orientation, race, ethnicity, or culture.

Can someone from the counseling center come to speak to my organization or group?
Yes. Our counselors are comfortable presenting on a variety of topics related to mental health and well-being. Our ability to accommodate requests is dependent on counselor availability as well as having enough advance notice to ensure we have time to prepare (usually 2-4 weeks). We may request to meet with you to discuss your specific programming needs.

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