COMMUNICATION POLICY

CASTILLO PSYCHOTHERAPY & COUNSELING

CASTILLO PSYCHOTHERAPY & COUNSELING PLLC

This policy explains how clients may communicate with our practice and what to expect regarding response times and appropriate use of communication outside of sessions.

Primary Method of Communication

Therapy-related concerns are best addressed during scheduled sessions. Sessions are the primary space for clinical work, emotional processing, and decision-making.

Email and Text Communication

Email and text messaging may be used for limited administrative purposes only, such as:

Scheduling or rescheduling appointments
Billing or insurance-related questions
Telehealth links or logistical updates

Email and text are not appropriate for:

Crisis support
Ongoing emotional processing
Therapy discussions
Urgent or time-sensitive clinical matters

Messages of a clinical nature may be redirected to the next session.

Response Time

Messages are typically returned within 24–48 business hours.
Messages sent evenings, weekends, or holidays will be responded to during normal business hours.

Immediate responses are not guaranteed.

Emergencies and Crisis Situations

Castillo Psychotherapy & Counseling PLLC does not provide 24/7 crisis services.

If you are experiencing an emergency or feel at risk of harming yourself or others, please:

Call 911
Go to the nearest emergency room
Contact the 988 Suicide & Crisis Lifeline by calling or texting 988

Do not use email, text, or website forms for emergencies.

Social Media and Direct Messages

We do not provide therapy, consultation, or support through social media platforms or direct messages.

To protect privacy and maintain professional boundaries:

We do not engage in therapy-related conversations via social media
We do not respond to clinical questions through DMs

We do not accept friend or follow requests from current or former clients

Electronic Communication and Privacy

Electronic communication carries some privacy risks. While reasonable safeguards are used, confidentiality cannot be guaranteed with email or text communication.

By choosing to communicate electronically, you acknowledge and accept these risks.

Boundaries and Professional Expectations

Clear communication boundaries help protect your privacy, maintain ethical care, and ensure therapy remains effective. Repeated use of communication outside of these guidelines may be addressed in session.

Questions About This Policy

If you have questions about communication expectations, please discuss them during your session or contact the practice for clarification.