FAQ's

Getting started

How do I schedule a first appointment?

Call us at (208) 991-4696 or use the Book an Appointment button on any page. Tell us what you are looking for, your insurance, and whether you prefer in-person or telehealth. Our office team will match you with a counselor who fits your needs and schedule.

How quickly will someone get back to me?

We return calls and appointment requests within one business day. If you leave a voicemail, please include your name, phone number, and the best time to reach you.

How soon can I be seen?

Most new clients are seen within a week of their first call. Availability varies by counselor and office, so ask us about the soonest openings in Boise, Meridian, Mountain Home, or by telehealth.

How do I choose the right counselor?

You don't have to figure that out alone. Our office staff will ask a few questions about your concerns, age, schedule, and insurance, then recommend counselors who are a good fit. You can also browse our counselors' profiles on the Our Counselors page.

What happens at the first session?

Your first session is an intake appointment. Your counselor will ask about what brings you in, your history, and your goals, and you can ask about their approach. Together you'll decide on a plan and how often to meet. You'll complete intake paperwork through our secure client portal beforehand.

What is it like to start counseling?

It’s completely normal to feel a mix of relief, anxiety, and hope when beginning therapy. Before your first session, you may feel nervous or unsure— you might not know what to talk about or worry your problems are “too big” (they aren’t) or “not big enough” (they are) for therapy. You’ll fill out a few forms to help your therapist understand what you’d like to focus on. During that first session, you’ll mostly be getting to know each other. Your therapist may ask about your history, what brought you in, and what you hope to gain from counseling. You set the pace— share what you’re comfortable with and ask questions like “What’s your approach?” or “How confidential is this?” Over time, as trust builds, many clients begin to notice patterns, feel more in control, and gain greater insight into their relationships, stress, and emotions. Just remember: progress isn’t always linear, but healing is possible.

What if I don't like my therapist or don't feel comfortable?

That happens sometimes. You can talk about it (yes, even with your therapist, sometimes that leads to breakthroughs) and/or keep looking until you find someone who feels like a good fit. No good therapist will ever take this personally. Trust us, we want you to find the right fit!

Do I need a referral from my doctor?

Most commercial plans do not require a referral for outpatient counseling, but some (very few) do. Call the member number on your insurance card and ask whether a referral or prior authorization is required for mental health services.

 

Insurance and cost

What insurance do you accept?

Keys Counseling Solutions is in network with most major commercial insurance plans and many Employee Assistance Programs (EAPs), including:

• Aetna

• Blue Cross

• BPA

• Champ VA

• Cigna/Evernorth

• Corporate Counseling Associates

• Moda

• Mnt. Health Co-op

• Pacific Source

• Regence

• Select Health

• St Lukes Health Plan

• St. Alphonsus Health alliance

• United health/Optum/UBH/UMR

• Triwest

We do not accept Medicaid. Coverage can vary by plan, so we verify your benefits before your first appointment.

Will you check my benefits for me?

Yes. Before your first session, we verify your mental health coverage and let you know your estimated cost, including any copay, coinsurance, or remaining deductible. You can also call your insurer and ask:

• Do I have outpatient mental health benefits?

• What is my deductible, and how much have I met?

• What is my copay or coinsurance?

• Is prior authorization required?

• When does my deductible reset?

Does insurance cover couples or family counseling?

Sometimes. Ask your insurer whether CPT code 90847 (family or couples therapy with the patient present) is covered with you as the primary patient. We're happy to help you check.

What if I haven't met my deductible yet?

Until your deductible is met, you pay the insurance-contracted rate for each session, which is usually lower than our self-pay rate. We offer payment plans for deductible balances. Ask us for an estimate before you start.

What are your self-pay rates?

See our rates pages for current rates.  Self-pay discounts are available. We accept cash, check, money order, and most major credit cards. Self-pay clients can request a Good Faith Estimate under the No Surprises Act.

Can I pay privately instead of using insurance?

Yes. Some clients choose our concierge self-pay option for added privacy, their choice of counselor, and no insurer-set session limits. Ask our office for details.

 

Services and who we see

What ages do you work with?

We counsel children ages 4 and up, adolescents, adults, couples, and families. Our team includes a Registered Play Therapist for younger children.

What do you help with?

Our counselors treat anxiety, depression, trauma, substance use, relationship problems, family conflict, grief, and stress from caregiving. We also help teens with mood, anger, bullying, and self-esteem.

Do you offer couples counseling?

Yes. We work with couples who want to reconnect, improve communication, or navigate separation. Couples counseling is available in person in Boise and Meridian and by telehealth.

Do you offer family counseling?

Yes. Family counseling helps parents and children work through conflict, transitions such as divorce or a move, and changes in a family member's health or behavior.

Do you treat trauma?

Yes. Our counselors help people heal from many kinds of trauma, including childhood trauma, accidents, loss, abuse, and first-responder and military experiences. Our team may use EMDR, Brainspotting, Mindful based-stress reduction (MSBR), Acceptance and Commitment therapy (ACT), Trauma-Focused Cognitive behavioral therapy (TF-CBT), Dialectical Behavioral Therapy DBT or other  Somatic based approaches in your recovery. 

Do you help with substance use?

Yes. We provide outpatient counseling for alcohol and drug use and support people at the outpatient relapse prevention or education levels of recovery.  For those with higher needs we work closely with your inpatient or Intensive program to ensure ongoing support.

What therapy approaches do your counselors use?

Our counselors use evidence-based approaches, including cognitive behavioral therapy (CBT), dialectical behavior therapy (DBT), family systems therapy, play therapy, and strength-based counseling. Your counselor will explain their approach at your first session.

 

Our counselors' credentials

What do the letters after my therapist's name mean?

Every Keys Counseling Solutions counselor holds a master's degree or higher and a license from the State of Idaho. The letters show which profession they trained in and whether they practice independently or under the supervision of a senior clinician. Both levels provide professional, ethical care.

What is an LPC or LCPC?

An LPC (Licensed Professional Counselor) has a master's degree in counseling, has passed a national counseling exam, and has completed supervised clinical experience. In Idaho, LPCs provide counseling and work under the supervision of a senior clinician while they earn their clinical license.

An LCPC (Licensed Clinical Professional Counselor) has completed thousands of additional hours of supervised clinical work and passed an advanced clinical exam. LCPCs diagnose and treat mental health conditions independently and can supervise other counselors.

What is an LMSW or LCSW?

An LMSW (Licensed Master Social Worker) has a Master of Social Work degree from an accredited program and has passed a national social work exam. LMSWs provide therapy under the supervision of a clinical social worker while they earn their clinical license.

An LCSW (Licensed Clinical Social Worker) has completed at least two years and 3,000 hours of supervised clinical experience and passed a national clinical exam. LCSWs diagnose and treat mental health conditions independently. Social workers are trained to look at the whole person, including family, work, and community.

What is an LAMFT or LMFT?

An LAMFT (Licensed Associate Marriage and Family Therapist) has a graduate degree in marriage and family therapy or a closely related field. Associates provide therapy under the supervision of an experienced family therapist while they earn full licensure.

An LMFT (Licensed Marriage and Family Therapist) has completed at least 3,000 hours of supervised clinical experience, including extensive work with couples and families, and passed a national exam. LMFTs practice independently. Their training focuses on relationships, so they look at how patterns between people affect each person's well-being.

Is a therapist under supervision less qualified?

Not really. Supervised counselors are fully licensed and have completed a graduate degree and a national exam.  It is true they, generally, have completed fewer practice hours than a therapist with their clinical endorsement. They meet regularly with a senior clinician to review their work, which adds a second set of expert eyes to your care. Many also have more openings, so you may be seen sooner.

What do CS, RPT, and NCC mean?

• CS (Clinical Supervisor): approved by the Idaho licensing board to supervise counselors working toward their clinical license.

• RPT (Registered Play Therapist): advanced training and supervised experience in play therapy, which helps younger children express feelings through play.

• NCC (National Certified Counselor): a voluntary national certification showing the counselor has met national standards for education, experience, and ethics.

 

Locations and telehealth

Where are your offices?

We have 3 offices in southwest Idaho. Call (208) 991-4696 for any location.

Boise: 3050 N Lakeharbor Ln, Suite 248, Boise, ID 83703

Meridian: 850 E Franklin Rd, Suite 408A, Meridian, ID 83642

Mountain Home: 2390 American Legion Blvd, Suite 1, Mountain Home, ID 83647

What are your hours?

Our offices are open Monday through Friday, 9 a.m. to 6 p.m. Mountain Time and Saturdays in Meridian 9-3p. Some counselors offer early morning, evening, or Saturday appointments.

Do you offer telehealth?

Yes. We offer secure video counseling to anyone located in Idaho at the time of their session. Our telehealth platform is HIPAA-compliant, and many clients combine telehealth with in-person visits.

Is telehealth covered by insurance?

Most commercial plans cover telehealth counseling the same way they cover in-person sessions. We confirm this when we verify your benefits.

Can I see a counselor in person if I live outside Boise?

Yes. In addition to Boise, we see clients in person in Meridian, and Mountain Home, and we serve the rest of Idaho by telehealth.

 

Privacy, policies, and urgent help

Is what we talk about private?

Short answer, YES! Mental health providers are legally and ethically bound to keep what you say to us private unless you give us explicit permission to tell someone else. There are exceptions to this; if you tell us you are going to kill yourself or someone else, if you report child abuse/neglect or elder abuse/neglect. Your counselor will explain these limitations to you, fully, in your first session.

What is your cancellation policy?

Please give at least 24 hours' notice to cancel or reschedule. Late cancellations and missed appointments may be charged our regular session fee of $135. Insurance does not pay for missed sessions.

How do I use the client portal?

Our secure client portal lets you complete intake forms, view appointments, and pay your balance. You'll receive a portal invitation by email after you schedule. Use the Client Portal link at the top of our website to sign in.

What should I do in a crisis?

Keys Counseling Solutions is not a crisis service. If you or someone you know is in immediate danger, call 911 or go to the nearest emergency room.

Mental health crisis lines (available 24-hours a day)

• call or text 988 to reach the Suicide & Crisis Lifeline

• Trans lifeLine:  877-565-8860

• Veterans:  988 then press 1 or text 838255

• First Responders: 1-800-273-8255