Frequently Asked Questions
What is 24-7 Help, and how do I use it?
24-7 Help is an online resource for people seeking information about changing the way they live their lives, and improving their relationships with others. The information provided utilizes the Rational Emotive Behavior Therapy model of self-help. It is our experience that most people are able to apply the concepts of rational thinking on their own. However, some people may need or want some direct one-on-one help from a therapist. For these people, we have an online clinic.
If you feel you would benefit from the direct assistance of a therapist, please use the link at the top of the page to enter the clinic. You will be asked to create an account and provide some basic information. Please understand that online therapy is different than therapy in a brick-and-mortar office. There are some limitations that can't be overcome with current technology. Your initial therapy session will be an opportunity for you and the therapist to determine if online therapy will work for you.
Do I need any software to have a session?
Yes. We use Skype to create a secured, easy to use connection between the patient and therapist. You must have Skype installed, have a Skype account and have created your account with us. Skype is free. A Skype account is free. An account on 24-7 Help is free (you pay for individual sessions).
What is Skype?
Skype is a free software that allows you to communicate with other Skype users around the world, over the Internet. Skype provides fully encrypted communications. Your sessions will be as secured as Internet technologies allow them to be. You can download your free copy of Skype from http://www.skype.com.
Is Skype secure?
Yes. Skype utilizes industry-standard encryption to ensure your therapy session is kept private between you and the therapist.
You can learn more about Skype's security, and their recommendations for ensuring the security and safety of your use of Skype at: http://www.skype.com/security/safety/
I've downloaded and installed Skype. What now?
Now you need to create your Skype Name. This is a unique name that you pick. You will use this to log in to Skype. Click the "Don't have a Skype Name?" link on the welcome/sign in page and fill in the blanks.
Now that you've created your Skype account, be sure you add our therapist to your contact list. You will use this to initiate your scheduled session. We encourage you to do this immediately. Before you can add the therapist to your contacts list, we will have to approve you. So, this should be done as soon as possible.
Our therapist's Skype Name is therapist_24-7-help.
How do I contact the therapist when it's time for my appointment?
First, log in to Skype. All therapy session take place over Skype's secured connection. After logging in, highlight the therapist's name, and click the green telephone button. This will "call" the therapist. The therapist will "answer" on his end, and the session will be started. There is no need to log in to your account on the website for the session.
What if there is a problem with the connection?
We make a strong attempt to keep the initiation of contact between the patients and therapist going one way: the patient initiates all communications. If Skype fails to connect or the session is dropped, the therapist will wait for the patient to try to establish the session.
If, after about 5 minutes there are no obvious attempts to reconnect with the therapist, the therapist may then try to initiate one or two connections. However, after two attempts, no further attempts to connect will be made by the therapist.
In order to ensure all patients get the most benefit from the sessions, if a connection is not established within the first 15 minutes of the scheduled session time, the session will be considered canceled. We'll ask that you reschedule your appointment.
You will receive a refund to your credit card for any appointments that are canceled due to no-connectivity.
How can I make this experience work best?
There are three important factors in getting the best quality session using Skype: your Internet connection speed, your computer's speed, and a good quality headset and camera.
Internet Connection Speed
The best thing you can do to get the most out of your sessions is to ensure you have a fast Internet connection. The faster your connection, the easier it is for you to send your video/audio signal, and to receive ours. Slower connections may result in dropped/disconnected sessions or no session at all.
Typically, DSL and Cable speeds or faster work well. We have tested Skype with WiFi and mobile cards (these let you connect your laptop to your cell phone provider), however the quality of session may be disruptive to providing you quality care.
You must ensure you have an Internet connection that is at least 512Kbps download and 384Kbps upload. This is the minimum necessary for the video. If you are unsure of your connection speed, please contact your ISP. Of course, the faster speed you've got, the better.
Computer Speed
We recommend our patients all ensure their computers meet the minimum system requirements for using Skype with voice and video.
The minimum requirements for Skype are:
OS X v 10.3.9 Panther or newer, Windows 2000, XP or Vista
Dual core processor, 1GHz or faster
512MB RAM (we recommend 1GB)
40MB free disk space
Headset and Camera
In order for you to have a session, we require being able to talk with you, and see you. If you haven't got a webcam, you can purchase one online or at your local retail store. We recommend using a headset that has the earphones and microphone as one unit. If your computer has a microphone, or you have a mic plugged in to your computer, then in the least, get a comfortable set of earphones. Using a mic and your computer's speakers may cause reverberation, as the audio from the speakers is picked up by the mic and retransmitted.
Whatever headset and microphone you choose to use, we recommend ensuring the product has been tested to work with Skype. Look for the Skype certification logo on the packaging material.
Getting Help with Skype:
Please keep in mind that we use Skype for its security and ease of use. However, we do not provide technical support for Skype. If you need technical assistance with Skype, please use their support page. Getting support directly from the vendor is always better than from a third-party.
The Skype website is full useful information that will guide you through the process of downloading, installing, configuring and using Skype. We can't do a better job than them in providing directions. This is the link to Skype's support page.
http://www.skype.com/help/guides/
Now that I know the therapist's Skype ID, can I contact him anytime?
No. The therapist will not accept any requests for communication outside your scheduled appointment time.
You expect the therapist to be fully focused on you during your session, and we expect our patients to provide the same respect to others. If you have an emergency, please call 911. We are not able to provide emergency services.
