3.3 Virtual Counselling

Virtual counseling has developed in response to clients’ busy schedules, the need for increased access to professional services and the affordability of video conferencing. For RSWs in private practice it opens up additional opportunities to work with clients from out of town or local clients who cannot come to the office.

Virtual counseling generally includes counseling using technology, including video conference (e.g. skype), Live Chat (e.g. Google Chat), E-mail (e.g. hush mail) and the telephone.

Virtual counseling differs from face-to-face counseling in that:

• you cannot guarantee confidentiality and privacy to the client
• it is not appropriate for crisis intervention
• technology limitations may impact the quality of audio or video
• there is a lack of visual cues in all types except video conferencing
• it can be challenging to know which local resources are available to clients
• it can be difficult to consult with a client’s past and future service providers to ensure continuity of service
• all types except telephone are more suitable for affluent or internet-savvy clients and exclude other demographics such as the clients who are low income or have low ditigal literacy.

Virtual counseling makes maintaining a client’s confidentiality more complicated. Practitioners need to diligently address this and other issues in order for online counselling to be considered ethical. Even if you do everything in your power to maintain confidentiality, a client may be accessing a computer in a non-private space, or a family member may gain access to records, which in case of abuse, can be very serious. A third party could also gain access to the information through illegal means.

Online counseling has introduced an ethical dilemma of increased access, quality and confidentiality. For RSWs to deliver high quality virtual counseling, it is important to acquire some additional competencies, including text-only counseling techniques, solving ethical issues unique to virtual counseling, use of encryption technologies or use of online registration, tracking tools and payment tools.As encryption technologyis constantly evolving, consult with an Information Technology expert to identify media, software and a schedule for updates that is secure, affordable, and easy for clients to access.

We recommend that you think very carefully about whether you will offer one or more forms of virtual counseling as a type of service and, if you do decide to offer such services, that you plan for it.