Existing Client FAQ

Frequently Asked Questions and Help for Existing / Scheduled Clients

CRITICAL SOFTWARE UPDATE: If you can’t log into Theranest, that’s because your link may have expired. We have updated the log in – access it here.

  1. Why must I complete the intake paperwork prior to my session? 

We keep all records in our HIPPA compliant electronic health software. Our programming allows for a much higher level of security than paper files. For this reason, we ask that clients fill out their intake paperwork, informed consent and counseling agreement, online through our portal. If you do not have the paperwork completed before hand, when you first arrive, you will be asked to fill it out, potentially using  up valuable time you could be spending with your therapist. If you need assistance filling out your electronic portal, contact your therapist – they can help you through the process.

     2. Ok, so how do I log on to complete my paperwork before my appointment? 

When you make an appointment, an invitation to log in to the client portal is sent to the email you’ve provided. If you’ve never logged in before you can click this link go to the sign up page.  These links do not work if you are not a client who’s provided your information to the front desk or you therapist. To sign up for an appointment, please call us at: 630-423-6010.

   3. Help! I can’t find my log-in information! 

No problem! If you’ve never logged in before but can’t your email invite – you can click on this text to  be taken to the log-in page again. If you’ve logged in before and you are new to registering, click here. 

  4. I logged in and put my information in, but my therapist says it’s not completed. 

This is an easy fix! Go to the log-in page and sign in. Once there, you’ll see this page – and at the top of your screen (Where circled in below), click “Save my time” to complete and sign the intake information. OR click “Intake Forms” at the top left side. Make sure you complete until you hit submit box on the last page, or we won’t get your information.


 5. How do I cancel or reschedule an appointment? 

You can accomplish this several ways. First, is to contact your therapist directly by phone or email. If you do not have this information handy, you can reply “2” to your text reminder, or log on to your portal to cancel your appointment. Finally, you can call us and you’ll be prompted to leave a voicemail message. 630-423-6010

 6. I have questions about my insurance bill. Who do I call? 

Contact Dr. Jessica Norman for any insurance related questions. Email or 630-423-6010

 7. I’m coming to an appointment after 5pm or on a weekend. How do I get in the building? 


The business office closes, locks and the front desk administration leaves at 5pm, M-F. and holidays.  If you have an appointment after this, simply come up to the 3rd floor and wait by our glass doors. Most likely, there will be other people there who will let you in. Otherwise, your therapist will be there to greet you in time for your appointment.

If you can not get into the building or having difficulty with entry, please contact your therapist first – they will have provided you their personal contact information in your introductory email.


The building is open as long as there’s a therapist there – please enter as usual. We’re in the lower level – you’ll see seats outside the offices, please have a seat and we’ll be with you.


Appointments are held in room D230 and D231, by appointment, as listed on the schedule posted outside the offices. After 6pm, appointments are held in the KCC Library. Please proceed to the library, or contact your therapist directly if you are unsure where to go.

8. I’m feeling like I might hurt myself. Is there someone I can talk to? 

Please call 911 or go to your nearest emergency room. Notify your therapist; but most importantly, please seek help! We are not a crisis facility; while we can help you during your sessions, we are usually unable to get someone in the same day.