FAQ – Hills Sanctuary House

Support & Answers

Frequently Asked Questions

These FAQs are here to help you understand the support and services we offer at Hills Sanctuary House. If your question isn’t here, please contact our friendly team – we’re here to assist you every step of the way.

Counselling FAQs

What kinds of counselling do you offer?

We offer individual therapy, couples therapy, and family therapy to address personal wellbeing, relationship dynamics, and family connections.

Who are the clinicians and what are their qualifications?

Our clinicians are fully qualified, registered professionals experienced in trauma-informed, evidence-based practice. While our team identifies with Christian faith, all therapy is client-led, respectful of your values, and focused on your goals.

How long are sessions, and how often will I need to come?

Individual sessions are typically 50 minutes.
Couple and family sessions are approx. 80 minutes.
The number and frequency of sessions is agreed between you and your practitioner.

What can I expect in my first session?

Your first session is an opportunity for us to get to know you — your story, your goals, and what brings you here. We’ll explain confidentiality and work together to create a plan for your therapy journey.

How does the intake process work?

You submit an online enquiry.
Our care team contacts you within 14 business days to clarify your needs.
The clinical team reviews your information and checks clinician availability.
If suitable, you receive intake paperwork (consent, policies, privacy) via Zander, our secure practice management software.
Once paperwork is complete, your clinician contacts you to confirm your first session.

What happens if there's no clinician available right now?

We’ll let you know promptly and help you access alternative support options, such as referrals, community programs, or our waitlist, so you’re not left without guidance.

How do you ensure confidentiality and record-keeping?

We follow NSW laws and professional ethical standards. All records and forms are securely managed through Zander. Information is only shared if legally required or if there is a serious risk of harm.

Do you require consent for minors?

Yes. For clients under 18, a parent or legal guardian must provide written consent before therapy can begin. We also involve families in a way that supports the young person’s wellbeing and autonomy.

General FAQs

What are your hours of operation?

Our office is open 8:30am to 5:30pm, Mondays only. Some clinicians may offer evening or weekend times by arrangement.

Where are you located, and is the space accessible?

We are located in the Hills District of Sydney, NSW, accessible to surrounding suburbs. Free parking is available on-site. A map will be provided once your session is confirmed.

Do you work with children and adolescents?

Yes. We provide counselling for children, adolescents, and families. Parental or caregiver consent is required, and we work collaboratively with families in a supportive way.

Is Hills Sanctuary House a crisis service?

No, we are not a crisis response centre — but help is available. If you need urgent or emergency mental health help, please contact:

Emergency: 000
Lifeline: 13 11 44 (24/7)
Kids Helpline: 1800 55 1800
Suicide Call Back Service: 1300 659 467 ·
NSW Mental Health Line: 1800 011 511

How can I cancel or reschedule a session?

Please give us at least 24 hours’ notice to avoid cancellation fees. Contact our reception team directly to reschedule.

How do I pay for sessions?

Payment is required on the day of your appointment. We accept credit/debit cards and bank transfers. Payments are handled securely via Zander, and we issue receipts for rebates when applicable.

Are you a faith-based service? Do I need to share your beliefs?

Hills Sanctuary House is built on Christian values like compassion, dignity, and hope, and we aim to provide a safe sanctuary for everyone. You don’t need to share these beliefs to receive help — we welcome people of every faith, culture, and background. Your values and goals always guide your care.

Can I make a donation?

Yes. As a registered charity, we greatly appreciate any donations that can be made to further our work at Hills Sanctuary House. All donations are tax deductible. If you’re interested in partnering with us financially, you can contact us.

Have other questions?

You are always free to contact us here. We will aim to respond to your request as quickly as possible.

Support our work

Help bring mental health out of the dark.

Your gift funds counselling, community gatherings and our new home at 669 Old Northern Road, Dural — a place of refuge and renewal for the Hills District.

Lifeline

Frequently Asked Questions

Counselling FAQs

General FAQs

Help bring mental health out of the dark.

13 11 44

1300 22 4636

1800 55 1800

1800 737 732