Question 1

Can I message my therapist between sessions, and how quickly will I hear back?

Accepted Answer

Yes. Your clinician is happy to respond to non-urgent scheduling questions between sessions, such as canceling or rescheduling appointments. For clinical questions, treatment guidance, or therapeutic support, we ask that you schedule an appointment so we can give you the time and care you deserve. During office hours, our team responds to general outreaches within 24 business hours and providers generally return phone calls within 24–48 hours. For emergencies, call 911 or go to the nearest ER.

At Kellen Mental Health, your clinician is happy to respond to non-urgent scheduling questions between sessions, such as canceling or rescheduling appointments. For clinical questions, treatment guidance, or therapeutic support, we ask that you schedule an appointment so we can give you the time and care you deserve. Messaging is not a substitute for a therapy session, and if clinical matters are addressed outside of a scheduled session, that time may be billed at the clinician’s standard hourly rate.

For timing, messages are handled during office hours, not in real time. Our team responds to general outreaches within 24 business hours and providers generally return phone calls within 24–48 hours. If you write in the evening, on weekends, or on a holiday, you may hear back the next business day. Your therapist will also review clear communication boundaries with you, so you know what to expect between visits in individual therapy, couples and marriage counseling, or family therapy.

If you are in a mental health emergency or worried about your safety, do not wait for a portal reply. Call 911, go to the nearest emergency room, or contact the 988 Lifeline. If you need more support sooner, we can help you schedule an extra session, including online therapy and virtual counseling when available.

Question 2

Can I request a specific provider?

Accepted Answer

Yes. When you complete our intake form or speak with our client-care coordinator, you may request a specific provider. We will do our best to match you with them or suggest equally qualified alternatives if that therapist is unavailable.

Counseling, online therapy, and integrative psychiatry at Kellen Mental Health are intentionally client-led. During your first call or contact-form submission, you can request a specific therapist, couples-counselor, coach, or psychiatric provider. Our dedicated client-care coordinator will review the reasons you chose that clinician—specialty focus, therapeutic style, session format, or availability—and verify that the match aligns with your goals, preferred meeting method (in-person or virtual), and state of residence.

If your chosen provider has openings, we reserve the earliest appointment and guide you through the brief onboarding paperwork. When a clinician’s schedule is full or their expertise is not the best clinical fit, we present personalized alternatives who share similar training in CBT, EMDR, Gottman Method, mindfulness-based interventions, or other evidence-based approaches. You decide how to proceed; there is never pressure to switch, and you remain in control of the selection process.

This personalized matchmaking ensures you work with someone who understands your unique concerns—whether that is anxiety and stress management, postpartum depression, trauma recovery, ADHD coaching, or relationship repair—so you can start therapy feeling confident, supported, and empowered to thrive.

Question 3

Can I switch from in-person to virtual therapy?

Accepted Answer

Yes. At KMH, you can move from in-person counseling to online therapy at any time. Simply contact your therapist and let them know your preferences.

Switching formats is common, whether you’re traveling, managing childcare, or simply prefer the comfort of home. Our online therapy and virtual counseling platform uses encrypted video to keep your sessions private while giving you the same individualized care you receive in the office.

Here’s how it works:

1. Reach out to your therapist to let them know you’d like to go virtual—temporarily or long-term. When a virtual appointment is scheduled, you’ll receive a link to access your appointment.

2. At your scheduled time, you click the link and meet with your counselor, practice skills, review progress, and set new goals just as you would face to face.

Because all KMH clinicians are trained in evidence-based telehealth methods—CBT, ACT, EMDR, Gottman, and more—they can seamlessly adapt activities such as guided relaxation, screen-sharing worksheets, or real-time communication exercises for couples and families. Many clients find virtual sessions reduce commute stress, lower missed-appointment rates, and create a safe space for sensitive topics.

If you later wish to return to the office or blend both options, we’ll accommodate you. Our goal is to keep therapy flexible so you can focus on growth, whether you’re seeking anxiety and stress management, postpartum support, or executive coaching.

Question 4

How do I choose between a 45-minute and 60-minute individual session?

Accepted Answer

Individual therapy sessions at KMH are offered in 45 or 60 minutes, in person or by secure video. Choose 45 minutes if you want a focused check-in, skills practice, or a tight schedule. Choose 60 minutes for deeper work, complex stress, trauma, or multiple goals.

Individual therapy at Kellen Mental Health is offered in 45 and 60-minute appointments, in person or through online therapy and virtual counseling. The right length depends on how much you need to cover.

A 45-minute session is often a great fit when you have a clear focus and want steady momentum. Many clients use 45 minutes for anxiety and stress management, depression counseling, ADHD-related organization and executive-function skills, and weekly or every-other-week support. It is also a strong option once you are feeling more stable and want shorter check-ins to practice CBT, ACT, or DBT tools between sessions.

A 60-minute session gives you more room to slow down, connect patterns, and work with heavier emotions without feeling rushed. We often recommend 60 minutes if you are working on trauma and PTSD therapy, grief, major life transitions, or if you tend to need extra time to settle in and wrap up. Longer sessions can also help when you want to include mindfulness practice or grounding skills in the same visit.

If you are unsure, we will help you choose during intake and can adjust over time.

Question 5

How do I schedule an appointment?

Accepted Answer

There are a few different ways to schedule an appointment. Please choose the most convenient option for you. If you are a new client, you may schedule your consultation or your initial appointment by visiting the contact page and filling out the short form; or outreaching by calling our office and speaking directly to our client care coordinator. If you are an existing client, please outreach to your provider either by telephone, email, or via the client portal secure messaging system. You may also use the client portal to schedule a new appointment or reschedule an existing appointment. Note: Outreaches are returned within 24 hours, during our office hours, via telephone and/or email.

Counseling, online therapy, and holistic mental health care at Kellen Mental Health begin with an easy three-step intake designed to respect your time and privacy.

1. Reach Out – Visit our contact page, pick your preferred location, and complete the short “Get in Touch” form or give us a call. Let us know the concerns you’d like to address—anxiety and stress management, depression counseling, couples and marriage counseling, ADHD coaching, postpartum support, LGBTQ+ affirming counseling, or any of our other services.

2. Personalized Matchmaking – Within one business day, our client-care coordinator will call or email you. Together, you’ll review scheduling needs, fees, and treatment goals. We then hand-select a therapist, coach, or integrative psychiatry provider whose expertise and approach align with your objectives, whether you prefer in-person sessions or secure virtual counseling.

3. Confirm Your Appointment – Reserve your first 45-, 60-, or 90-minute session. You’ll receive an email with intake paperwork and a private telehealth link if meeting online.

From the first call to the moment you sit down with your clinician, our process is confidential, client-centered, and built to help you start healing—sooner rather than later.

Question 6

What happens if I need to cancel a session?

Accepted Answer

We require 24 hours’ notice for cancellations or reschedules. If you cancel with less than 24 hours’ notice or miss your appointment, the full session fee will be charged.

Question 7

What happens if I’m running late to my appointment?

Accepted Answer

Counseling appointments are reserved just for you. If you’re running late, please message your clinician or our client care team as soon as you can. We’ll still do our best to meet, but your session may be shorter and the full fee may still apply.

Counseling and online therapy and virtual counseling sessions at Kellen Mental Health are scheduled in advance so you have a private, confidential space that starts on time. If you’re running late, reach out right away through the Client Portal secure message or by calling our office so your clinician knows you are on your way. When you arrive or log in, we will start as soon as we can, and we may still need to end at your original stop time so we can honor the next client’s appointment.

If it looks like you won’t be able to make it at all, let us know as soon as possible so we can help you reschedule. Our cancellation policy asks for at least 24 hours notice. Missed appointments and cancellations received less than 24 hours in advance are charged at the full session fee.

This applies whether you are coming for individual therapy, couples and marriage counseling, family therapy, or integrative psychiatry. For virtual sessions, a quick tip is to log in a few minutes early and test your camera and audio. If tech issues are the reason you are late, message us right away so we can support you.

Question 8

What will my first session be like?

Accepted Answer

To see if our services are a good fit, you may schedule an optional paid 15-minute consultation with a provider (either in-person or virtually) especially if you’re unsure who to start with. Otherwise, most clients skip the consult and book a full session. Afterward (or if you begin with a full session), you'll schedule your first appointment directly with the provider and complete new client forms through our online portal. Your first full session will involve your provider getting to know you, understanding your goals, and creating a treatment plan together. It's normal to feel nervous, but most clients feel relieved after their initial session.

In order to help you decide if our services and providers are a good fit for you, we offer optional paid 15-minute consultations for clients who want help choosing a provider. This initial interaction will give you an opportunity to ask any questions you may have about our practice and treatment options. Many clients choose to begin with a full session instead.

Prior to your first appointment, we kindly ask that you complete our new client information packet and consent form. KMH is a paperless office; therefore, these forms will be sent to you via the client portal.

The first full session will be a process of getting to know you and what you are hoping to get out of your sessions. Your provider will gather relevant information throughout the session by asking you questions. You may share as much as you feel comfortable. Towards the end of your session, you and your provider will work together to make a plan to address your goals.

It is completely normal to be nervous. After all, anything new and unknown can be a bit anxiety-provoking. However, most clients report that they feel a great deal of relief at the end of their first session.

Scheduling and Appointments