FAQ

Where is your office located?

We operate primarily through our HIPAA-compliant telehealth platform. This allows both you and us the flexibility to set up appointments anytime day or night. We also have the ability to see clients in person if the client and therapist feel it is the best option.

Our official office address is actually a virtual office through a company called Regus. It allows us to rent space when we need it and to receive official mail, but members of our company often work from home.

If you absolutely need to see someone in person, give us a call or shoot us an email. We can work that out.

If you need to send us something in the mail, our address is:

Operation True North5445 DTC Parkway, PH 4Greenwood Village, CO 80111

What are your hours?

We don’t have traditional business hours. Because our business is mostly virtual, we have the flexibility to provide services at any time day or night.

Our counselors set appointment times when they are available, and you can select one that works for you. If you need to see someone at an uncommon time, for example, you work nights and 2:00 am on your lunch break is the best time, we can accommodate that for you!). Just discuss it with your counselor and find a time that works. It’s that easy!

How long are sessions?
Typically, sessions last approximately 45-60 mins. The exact session times will be up to you and your therapist.
How much do you charge?

For cash clients, we currently charge $150 for the initial intake appointment to cover some of the additional requirements like the completion of screening tools, establishing your file, completing consent forms, etc. After that, each session is $100.

We can charge credit/debit cards at the end of each visit right through the HIPAA-compliant platform. This method is the most expedient billing method, and we like to pass those savings to you.

Do you take insurance? Why or why not?
We are TRICARE approved providers in the TRICARE WEST Region. Josh and Cheri (our founders) are a retired Air Force family, and they knew that to help overcome barriers to care and to fully support active military, retirees, veterans, reservists, or dependents, Operation True North needed to take TRICARE.
How do I set up an initial appointment?

You have three options.

  1. Give us a call, and we can walk you through it.
  2. Shoot us an email, and we can help.
  3. Click the link to our HIPAA-compliant telehealth platform here: https://app.evisit.com/ng/#/login/otn-colorado. Pick a username and password, then click register. Follow the prompts, answer all the questions, then select a time and date that works for you from the counselor’s schedule. The prompts walk you through the process; but if you need help, just give us a call!
What is your cancellation policy?

Normally, canceling within 24 hours of your appointment will incur a 50% cancellation fee.

We do this for two reasons: first, your counselor has set aside that time especially for you. That means that they can’t plan things with their family, friends, and, most importantly, they can’t use that time to help someone else in need. So, if you cancel within 24 hours, we need to help reimburse them for their time; second, we find that often therapy can be tough, and it is easy to back out at the last minute as an avoidance tactic if there are no consequences.

The cancellation fee helps motivate you to attend the session and in turn reach all the goals you have set for yourself!

However… as with all things, there is a caveat. We understand that things happen. Especially with military and first responder communities. If there is a work issue, health issue, or an emergency, we understand and will reschedule at no cost to you.

In the end, it is at the discretion of the therapist, so just keep the communication channels open and the rest will be easy!

What age ranges do you work with?
Ages 14 – 65 is the age range we most often work with. However, we are happy to provide care to any age ranges. For example, if you have a child younger than 14 and think they would benefit from our services, just set up a free consultation so we can see if we are a good fit. If not, we will help find you someone who is.
Do you work with women? Men? Couples?
Yes, Yes, & Yes! We also work with transgender, non-binary, and more.
What do you actually do in sessions with clients?
We will determine the details between you and your therapist depending on your specific situation and agreed-upon treatment plan.
Do your clients receive assignments to work on between sessions?

Sometimes or it depends…. We understand how hard it is coming from these communities of heroes.

People are busy, time is short and valuable. Any outside assignments would only be given if you and your therapist think it’s the best strategy to help you reach your goals.

If at any time you don’t feel comfortable with an assignment, are too busy to do it, or want to alter the assignment, just bring it up with your therapist. Communication is always the best way to get the results you want.

What modalities do you use in your client work?

The core modality used at OTN is Cognitive Behavioral Therapy. Our counselors are trained professionals who all have backgrounds in the hero communities and leverage their personality, training, education, and experience to provide constant innovation to their field and to you and your family.

We understand because we have been there. That’s the true benefit OTN brings to you.

What else does a client need to know to make the most out of working with you?
  1. Be on time. You have 45-60 mins dedicated to you. You want to make sure you get every second of it.
  2. Take notes. Have a pen and paper handy. Keep track of questions you have and insights that you gain during the session so you can reflect on them later.
  3. Show up ready to engage. Sure, you can show up with no real agenda and take some time during the small talk to see if anything of interest comes up. Our therapists are experts at navigating to help you get the most from your session. However, the better option is to show up with specific things you want to talk about or discuss. This is a great time to bring up events that have taken place, issues you’ve had during the week, success and wins or losses and sadness you have experienced.
Why do you do telehealth primarily and can I see you in-person if I want?

Military and First Responder communities face many barriers when it comes to getting quality mental healthcare. Let’s face it, while the stigma is getting better in these fields, it isn’t where it needs to be.

Even in those situations where stigma isn’t the issue, their rotating shifts or emergency situations at work make it near impossible to get into a normal facility during their restrictive work hours. After a great deal of deliberation, we agreed that telehealth helps alleviate all those issues.

Telehealth also allows our counselors to work from home. This allows us to keep our costs lower because we do not have the high overhead costs of maintaining a facility. We can then pass those savings to you.

Finally, we utilize a company called Regus that allows us to rent office space as needed. We can rent them for hours, days, weeks, or years at a time. If you and your therapist think meeting in-person would be the best course of action, we can definitely make that happen. Be aware, there will be additional costs associated with those visits.