Help
Do we have all your information?
So your first session is coming up soon and you are wondering what you need to do? Rest easy as we discuss that here. By now you should have:
- Completed your service request / referral document with as much information as possible
- Supplied us with the device ID and the gamer ID of the participant written in the service request
- Our team should have already been in touch in regards your allocated session / day / times / duration etc.
- Your allocated Online Worker will have been in touch to introduce themselves. If they haven’t this happens usually 24 hours before the session.
Join the Minds UK Discord
Once we have all your information, your session scheduled and your therapist allocated, its time to prepare for your session!
You can choose what platform you would like to run your sessions on. This includes:
- Google Meet
- Discord
- Phone
- In-game party chat
We prefer Google Meet due to added security and this link can be found in your booking confirmation. We also communicate through a service called Discord. We recommend the participant joining the Minds Support Network Discord account before the session.
This can be done here:
Once you have joined can you please make sure:
- You can login into your gaming device and allocated game with ease and that there are no updates pending
- There are no issues with your headset (microphone and headphones)
Our team will guide you
If your session starts in a few hours, your Online Worker will already have been in contact and given you further instructions if needed. They also would have added you to the game using your device ID and gamer ID (Gamertag).
They will guide you what to do next and would have already planned out something fun for the session.
The session will be inline with previously discussed areas of focus working towards the goals of the participant. This information is saved in your service request and is accessible by the Online Worker.
During the session the Online Worker will fill out a report that you (parent / support team) will have access to on our company Google Drive.
Internet / logging on technical difficulties
Here are some common problems and the process to follow to ensure a smooth and successful session.
- Make sure your gaming device is updated to the latest version and that there are no pending updates.
- Make sure the game you have chosen to play has also been updated and that there are no pending updates. These can often be large files which can take hours to download so please ensure this is done at least 24 hours before the session
- If you do not have internet, please turn off the modem, disconnect from the power socket, wait 5 seconds, and plug back in. Wait 10 minutes for it to reboot, and try logging on again on your gaming device
- If you still can’t logon, please turn off your gaming device, unplug from the wall, wait 5 seconds, and plug back in and turn on the gaming device, and try logging on again
- Are your login details correct?
Sound, console or controller issues
- Make sure your headset is correctly setup. On PC/Laptop you can choose in the sound settings where you would like to hear sound. Please make sure for both the microphone and sound that you select the headset you are using
- If you are using a wireless headset, please make sure that this connected to the device, and is also fully charged
- If you are using a laptop, please make sure this is fully charged or plug it into a power socket. If you are using something like a Nintendo Switch, please make sure this is fully charged so that the session doesn’t end prematurely due to power loss.
- Make sure all wireless controllers are fully charged or connected to the console or gaming device
Still having issues? Follow this process
In order to resolve the issues as quickly as possible please follow these steps in order
- Explain the issue to your Online Worker via Discord, Email or Phone. They can often fix common issues and guide you what to do next.
- Contact Minds UK directly on 07441 915856
- As a last resort contact our Australian head office emergency number on +61 489 922 392
Safeguarding, age restrictions and Online Communication
When using our online services, including Google Meet, Zoom, Discord, in-game chat, and phone calls, you, or your guardian or parent accept that there are unescapable risks involved with all manner of online services. Any illicit, suspicious or abusive behavior must be reported to Minds Support Network or your local authorities immediately. We are committed to safeguarding children and vulnerable adults, and we do our utmost to ensure this where possible by providing private video links, dedicated chat rooms, private communicative chat methods, clearance checks, in-person support, and accredited counsellors to provide the service during the time of the session. It is up to the parent, guardian and participant to decide which communication method is best for them.
It is also important to note that all games, online services, social media and communication methods have age restrictions and age recommendations. It is up to the parent, guardian and participant to decide which online service (game, app, social media etc.) the participant uses while they undergo therapy with us, even if that online service may be outside of their current age restriction or age recommendation.
Important information
- The participant must ensure they have a fully functional and up-to-date device compatible with the chosen therapy platform, such as an Xbox, PlayStation, Switch, PC, iPad, tablet, or smartphone.
- To maintain privacy, the participant should have access to a quiet, private space for the session, as well as a headset with a microphone for clear communication.
- Communication will take place through in-game private/party voice chat, Discord chat, or by phone.
- Devices should be fully charged before the session, with easy access to charging ports to prevent interruptions. This includes Bluetooth headsets and other necessary accessories.
- If a participant requires the presence of a support worker, family member, or anyone else—such as children or parents—within the therapeutic space, written consent must be provided in advance. If written confirmation is not received, the counselor reserves the right to end the session and charge a cancellation fee, at MSN’s discretion. Such requests should only be made if there are concerns regarding safety and not for the purpose of monitoring the session.
- Refer to our privacy policy, terms and conditions for further information about using our services.
