Telehealth Tips for Families

Are you or your child receiving telehealth services from a mental health or social service provider? See answers to common questions below.

 

What does ‘telehealth’ mean?

 

Usually people talk to their social service provider or advocate in person. Telehealth is when you get healthcare or therapy over your phone, tablet, or computer instead.

Why am I getting telehealth services?

 

Telehealth lets you and your family receive services remotely. Right now that means without the risk of spreading or getting coronavirus. Because this is a stressful time, your caseworker may reach out to you more often than usual.

What technology do I need?

 

You can use a phone, computer, or tablet (like an iPad) to connect with your caseworker.

Tell your provider or advocate which device is best for you. Make sure that your device has a cellular data plan and/or an Internet connection. 

How can I get a device?

 

If you have a child who attends school in New York City:

You can receive an Internet-enabled iPad tablet from the NYC Department of Education (DOE). If you need an iPad, or you have problems with the one you received, go to the DOE’s Technical Support for Families.

 

If you’re not eligible for a DOE iPad:

Talk to your caseworkers about other options. 

 

If you have a device but you need cellular data and/or Internet connection:

Comcast is offering free services for 60 days for new customers who apply and are approved by December 30, 2020.

AT&T and Spectrum are offering discounted service ($10-$14.90 per month) for income-limited households or those who qualify for the National School Lunch Program. 

For more information, go to the ACS Coping Through COVID-19 website.

How do I do video calls?

 

Does your device have a camera? If yes, decide with your caseworker which video application to use.

Video call options include Apple FaceTime, Doxy, Facebook Messenger video chat, Google Meet, WhatsApp, Skype, and Zoom. Make sure you give the apps access to your camera and microphone.

 

To use Doxy:

Your provider or advocate will send you a personalized link that you can open on any device.

 

To use Zoom:

First, go to zoom.us/join. Then, paste the invite link from your provider into the field that says “Meeting ID or Personal Link Name.” You will need to download the application if you are using your phone or tablet. To keep your meeting secure, do not share the link.

If your call is with a school-based staff member or a DOE service provider, you will need to use the DOE-licensed version of Zoom. To use the DOE-licensed version of Zoom, go to the DOE Remote Learning Portal and access Zoom from there.

 

To use Skype:

You can download skype by going to skype.com. You will need a phone number or an email address to create a new account.

How should I get ready for a call?

 

First, prepare your thoughts.

If helpful, think about what you want to share and make notes in advance of your call.

 

Make a backup plan in case you have technical difficulties.

Be sure your provider or advocate has your phone number in case your camera doesn’t work or you lose your Internet connection. Before beginning your call, make sure your device is charged.

 

Try to find a private or quiet space for your call.

It can be crowded at home! But if you can, find a private space. Use headphones if you have them.

 

If your call involves your children, make sure they are nearby.

It may be important for your provider or advocate to see and speak with your child(ren). Let your provider or advocate know if your child leaves the call and they can’t see that. It’s completely normal if your child is shy or uncomfortable during a video call. You can encourage them to use the chat function or switch to voice-only.

 

You can have other family members join the call from their own devices.

Joining from separate devices allows your provider or advocate to see everyone more clearly.

 

What will happen on the call?

 

If the call is for a therapy session:

Your provider or advocate may ask you to discuss how you are adjusting to being at home, any challenges you are facing, and provide you with techniques for managing stress or anxiety.

 

If the call is about checking the safety of your family:

Your provider or advocate may ask you to do a walkthrough of your home to see each room, as well as specific parts like windows and outlets.

 

If the call is a check-in with your provider or advocate:

Your provider or advocate may ask to see and speak with each child in the household. They may also ask children to share drawings or play with toys during the call.

 

If the call is supporting a student:

Your provider or advocate will ask about school work. They may also ask about other issues the student is facing.

What are my rights?

 

You have a right to confidentiality.

Providers and advocates must protect your personal information at all times. This applies to virtual conversations. You can ask your provider or advocate how they’re keeping your information safe.

 

You have a right to understand what you’ve agreed to (informed consent).

Remember, you don’t have to join a call if you feel uncomfortable. Providers and advocates are always required to ask before they record a call.

What if I, or someone I know, need immediate mental health support?

 

If you’re feeling stressed, anxious, or overwhelmed, please know that you are not alone.

NYC Well provides free, confidential mental health support via phone, text, or chat. Text "WELL" to 65173; or call 888-NYC-WELL (888-692-9355).

You can also call New York State’s COVID-19 Emotional Support Helpline (844-863-9314) to talk to trained volunteer professionals. They will be there to listen, support, and offer referrals from 8 a.m. to 10 p.m., seven days a week.

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