Walk-in Counselling FAQ

1- What are the roles/tasks for a volunteer with Walk-In Counselling (WIC) at the Support Network?

  • Observing of counselling sessions
  • Consulting with WIC team members (professionals in a variety of disciplines)
  • Providing a Single Session of counselling to individuals, couples, or families
  • Providing brief documentation of sessions
  • Completing risk assessments and creating safety plans
  • Giving information (articles and handouts) and referrals
  • Providing psychoeducation and suggestions for clients
  • Attending professional development (inservices)
  • Reflecting Team opportunities

2- What personal qualities are needed for WIC volunteers?

  • Punctuality, reliability as a WIC team member
  • Interest in receiving supportive supervision and feedback
  • Open, non-judgmental, empowering style with clients and team members
  • Comfort working with a variety of clients and situations
  • Flexibility: prepared for the unexpected at times
  • Ability to learn: new resources, skills, personal growth
  • Ability to work with a team of professionals
  • Awareness of ethical guidelines within own profession
  • Interest in working with a one-way mirror.

3- How much experience do I need to have to volunteer as a WIC counsellor?

There are academic requirements that are necessary for WIC in order to offer consistency to the clients. However, the counselling knowledge that each volunteer brings does vary and may include group work, interviewing skills, crisis line experience, and individual/family counselling. Since it is a team-based approach, a wide range of therapeutic skills can be applied in a professional and supportive environment. Most volunteers want to learn specific Solution-Focused techniques or to expand their current areas of practice. Since The Support Network publishes community resource material, some volunteers are interested in learning more about programs they can offer clients. If you meet the academic requirements, your experience will be addressed on an individual, case-by-case basis.

4- What training will I receive?

The actual counselling training is experiential (volunteers observe counselling sessions) and individually paced. Each volunteer decides, in conjunction with the WIC staff, when s/he is ready to start working with clients and will be well-supervised and supported by the WIC staff and co-volunteers. Free, monthly inservices provided by The Support Network offer information on a variety of topics such as hope, loss, addictions, etc. Every month a different topic is covered so volunteers can learn about a variety of issues that may impact the clients seen at WIC. Some inservices are focussed on self-care, since many volunteers are interested in new ideas and applying new knowledge in their own lives as well as when working with clients.

5- How are shifts scheduled and what is the time commitment for WIC?

The shifts are usually four hours. Most volunteers schedule themselves twice a month so that they are able to meet with a variety of team members and clients. It is the choice of the volunteers for shift preference.  Mon, Tues and Wed afternoon (1-5) or evenings(Monday to Wednesday, 5-8/9). The daytime shifts are on Thursday and Fridays from 10am-3/4pm.  WIC asks for a commitment of 8 hours/month for 12 months (96 hours), but there is flexibility for volunteers who want to discuss different options.

6- What are some ways WIC provides different opportunities for a counsellor?

Clients present with a variety of circumstances, including family violence issues, addictions, self-esteem, suicidal ideation, poverty, and mental health concerns. Clients also ask for assistance in making changes, dealing with loss or creating a support system. The WIC counsellors often find team-based interventions helpful when dealing with the client concerns. Also, the support and supervision from other professionals encourages counsellor development.

7- How much supervision is provided when working with clients?

Each WIC shift has either a staff member or team leader responsible for addressing any concerns by volunteers. These shift leaders are experienced WIC counsellors who will be following established WIC policies and procedures so that volunteers and clients are provided with a safe and ethical counselling environment.

8- Why the Single Session Model?

With this no-fee counselling, clients do not book appointments and are seen on a "first-come, first-served" basis. The goal is to assist the client in a way that addresses what is happening for them "now". It is not meant to be on-going counselling. Each session stands alone. There may be specific situations in which clients return for subsequent sessions, although this is not the intent of the service. Clients may ask to return and will be reminded that they may not work with the same counsellor or team the next time. The benefit of this model is  to provide the client with a complete session including personal strengths, intervention strategies and feedback so they can begin to make immediate changes in their lives. Since clients "walk in" when they are ready for counselling, they often only want and need one session to begin to address their concerns.

9- Why Solution-Focused Counselling?

The idea is that instead of focusing only on the clients' problems, the counsellors will also focus on the clients' resources and ideas for their solutions. This is an aspect of empowerment, which leads to a focus on client strengths and solutions that they believe may assist them. Solution-Focused techniques also promote hope and motivation, and a belief that all situations or environments contain resources for individuals to draw upon.

10- What is the research evidence for Solution-Focused brief therapy?

There are now over 32 published research studies in SFBT that have suggested successful outcomes in 65-83% of cases. For example, follow-up studies have asked the clients their opinions, and their responses have seemed quite positive about the SFBT services they received. And clients from the WIC program tell us they appreciate the solution-oriented style of this counselling service.

11- Do the volunteer counsellors only use Solution-Focused techniques?

Although the emphasis in counselling is Solution-Focused, some counsellors are eclectic in their theoretical orientation and incorporate other strategies. For example, a client may benefit from Cognitive-Behavioral techniques or using Narrative therapy (externalizing). The WIC program wants to respond to the needs of the client, and so a responsive clinical style is often used. This also allows for a diverse learning environment for the volunteers. What is consistent is that clients are always presented with personal strengths at the end of their sessions.

12- Who are the funders of this program?

The Support Network gratefully acknowledges the past supporters of WIC including The Muttart Foundation, Wild Rose Foundation, Edmonton Community Foundation and an anonymous donor. The current supporters include FCSS (Family & Community Support Services, City of Edmonton) and the United Way of the Alberta Capital Region.

13- How long has the WIC program been operating?

The Support Network celebrated its tenth year in 2003, but its origins date back to 1960. In 1997, after a feasibility study was completed, The Support Network received funding for a Walk-In Counselling Program. The program began operations on October 28, 1997, to provide the no-fee counselling services.

14- As a volunteer, is it necessary to have professional practice liability insurance?

The Support Network carries liability insurance coverage for its volunteers. An individual volunteer is covered under this policy while acting under the direction of The Support Network and the activity falls within the scope of their duties to The Support Network.

15- As a volunteer, can I receive formal supervision for the College of Alberta Psychologists (CAP) or the Alberta College of Social Workers (ACSW) provisional requirements?

The Support Network has assisted many provisional psychologists and provisional registered social workers to meet the necessary requirements from their professional college. If you meet the criteria for becoming a WIC volunteer, your requirements will be addressed on an individual, case-by-case basis.

16- What does the team approach offer?

Working with a variety of professionals from social work, psychology, and other disciplines can lead to new ideas about working with clients. Often, the volunteers have attended different educational institutions that promote the sharing of counselling theory and practice.

17- What's in it for me again?

  • Counselling experience
  • Working with a diverse range of clients and situations
  • Making professional connections
  • Viewing different counselling styles
  • Getting supportive feedback on your counselling
  • Working as a team member
  • Gaining knowledge on a variety of community resources/referrals
  • Recognition for becoming a volunteer,
  • Reference letters available after completion of contract, AND
  • Knowing you are contributing to your community!

Last updated: March 19, 2009