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Counselling and Employee Assistance

Community Counselling

Family Services provides short-term, solution-focused individual, couple, family and group counselling to residents of Durham Region. It participates in social and community development activities that benefit children, families and residents of the region. Family Services provides counselling services to children age 6 or older.

Family Services provides counselling for a number of issues, such as:

  • Job stress.
  • Trauma.
  • Workplace violence and/or conflict.
  • Substance abuse.
  • Anger.
  • Anxiety.
  • Depression.
  • Personal stress.
  • Budgeting.
  • Self-esteem.
  • Bereavement.
  • Communication.
  • Conflict resolution.
  • Extended family.
  • Separation/Divorce.
  • Abuse/Violence.
  • Child-care, parenting, behaviour and school problems.
  • Addiction.
  • Balancing work and family life.
  • Caring for elderly parents.

Intake and referral

During daytime hours, individuals seeking service can call the Centralized Intake Line at 905-666-6240 (or toll-free at 1-866-840-6697) for all Family Services programs, except the Family Services Employee Assistance Program (EAP). Intake staff books the client’s first appointment with a counsellor. 

During daytime hours, clients receiving counselling services through Family Services Whitby/Main (Regional Headquarters) and/or Ajax locations will book subsequent appointments with front counter reception.

  • For clients accessing these locations in evening hours, appointments are booked by the counsellor.

  • Client appointments for satellite offices are booked by the counsellor after the first appointment. Appointments at the Beaverton location are generally booked through the Sunderland Office.

Hours of operation: Core community counselling

Location Monday Tuesday Wednesday Thursday Friday


9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
5 p.m.


9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
9 p.m.

9 a.m. to
5 p.m.

(Regional Headquarters)
605 Rossland Rd. E.
Whitby, ON  L1N 6A3
Toll-free 1-866-840-6697

339 Westney Rd. S.
Suite 103
Ajax, ON  L1S 7J6

Satellite office hours in Bowmanville, Sunderland/Beaverton, Uxbridge, Port Perry, South Oshawa and Whitby locations are determined by the needs of individuals within these communities.

Family Services’ Centralized Intake Line (905-666-6240 or toll-free at 1-866-840-6697) operates from 9 a.m. to 5 p.m., Monday to Friday, from the Whitby/Main (Regional Headquarters) office location.

Fees for community counselling

  • Social workers are now approved for the medical expense tax credit. As such, social workers are now authorized "medical practitioners" for the purpose of claiming medical expenses on income tax returns.

  • The fee for service is $90 for a 50-minute session. Services are not covered by OHIP. A fee is charged for each 30-minute period thereafter.

  • Fees are due at the beginning of each appointment, and the client is issued a receipt upon payment. Debit is available at Regional Headquarters and Ajax locations only. (Non-sufficient funds cheques incur a service charge of $44.)

  • When fees for two appointments are outstanding, subsequent appointments will not be booked until the account balance has been paid in full.  

  • The fee for service is set when the client requests service through Centralized Intake, based on financial information provided by the client. Family Services is flexible and considers special circumstances in determining the fee (e.g. job loss/change, unforeseen or unavoidable expenses and new health/family considerations). 

  • When circumstances change, clients should discuss this with the counsellor, so fees may be adjusted accordingly and reasons documented in the client file.

  • Pro-rated fees are charged for telephone contacts lasting beyond 20 minutes, and for reports written by the counsellor at the request of the client/another service provider. 

Number of sessions

Family Services uses a short-term counselling model of 12 sessions.

Cancelling appointments

If it is necessary to cancel an appointment, 24-hours notice is required. If less than 24-hours notice is provided, half of the negotiated fee may be charged.

Clients who need to cancel an appointment with a counsellor after daytime office hours should contact their counsellor directly. Cases will be closed immediately if there are two no-shows, two cancellations less than 24 hours, one no-show and one cancellation less than 24 hours, and/or no case activity for three months.