Frequently Asked Questions
Can I be reimbursed for sessions?
Reimbursement will not be granted; only direct billing is available. Citizens are expected to pay for their appointments and use available benefits until a service agreement is completed and program staff have informed the citizen of their first eligible appointment date. The service agreement will include the first date of services that will be eligible for payment.
As a rule of thumb, only sessions completed on or after September 29, 2026 will be eligible for direct billing.
How long will this process take?
Once an application is submitted, program staff will email you with the program’s decision within a maximum of two weeks. After a program staff member contacts you, timing will depend on how quickly the citizen can complete the remaining required items, such as providing a quote and choosing a counsellor.
I cannot complete online forms or do not have email access.
Ma Faamii can help complete the intake form.
Program staff can meet with citizens at Ma Faamii if they are unable to complete the required signature steps independently. Please contact Ma Faamii, as they can coordinate with wellnessinfo@mns.ca to arrange for a Navigator to meet the citizen in person.
As long as there is a way to contact you, including by phone, you can provide verbal consent and use the program.
Can citizens who are incarcerated access the program?
Incarcerated citizens may use the program for counselling services. A case worker from the institution can assist the citizen in submitting an application. Wellness Navigators will work with the citizen and institution to break barriers for the citizen needing access to care.
What are the income verification methods?
To confirm that household income is under $150,000 per year, we require the most recent Notice of Assessment from the CRA, recent pay stub, or latest bank statement.
The Notice of Assessment document is issued after you file taxes with the CRA. A Notice of Assessment can be obtained through http://www.canada.ca/en/revenue-agency.html or by calling 1-800-959-8281.
If you cannot provide the most recent notice of assessment, you may provide a recent pay stub or latest bank statement as an income verification method.
Missing information
If information is missing from the application, it will be assigned to a supervisor for CSW follow-up. You will receive an email indicating that your application was denied and that you must resubmit it with the required information.
Provider vetting
Providers can sign up on the MN-S website to become vetted or contact wellnessinfo@mns.ca for assistance.
Citizens who are wondering whether their provider is vetted, or who would like their provider to become vetted, can contact wellnessinfo@mns.ca for more information.
Can I sign up my family member?
Citizens under 16 years old must be signed up by their parent or guardian.
Citizens who are 16 years of age or older must sign up for themselves.
After an application has been received, the Wellness Navigator will contact the citizen. Any verbal or written consent to include assistance from another individual can be provided at that time and confirmed by the Wellness Navigator before the citizen is set up for services.
What happens next?
Submit the application through the website or through Ma Faamii. The process is as follows:
- The application is sent to the program.
- The citizen is sent an email confirming that their application has been received.
- Program staff review eligibility.
- The citizen is sent an approval, welcome, and next-steps email (maximum two week turn around time).
- Counselling options are sent to the citizen.
- A consent form is sent to the citizen for signature.
- A service agreement is sent to the counsellor.
- An email is sent to the citizen informing them of their approved program parameters.
- The citizen may begin attending sessions.