Telephone and Video Counselling

In addition to in-person appointments, BCIT counsellors offer telephone and video appointments to all students. Please read below for important information related to telephone and video counselling sessions.

Security and Confidentiality

Privacy Notice: BCIT collects your personal information in accordance with the BC Freedom of Information and Protection of Privacy Act (FIPPA or “the Act”). Any personal information that you provide by participating in a telephone or video conference counselling appointment is collected under section 26(c) of FIPPA. This information will be used to provide you with counselling services and supports and disclosed only as permitted under the Act. For more information about BCIT’s privacy protection practices, contact the Director, Privacy, Information Access, and Policy Management, email: privacy@bcit.ca.

Learn more about Counselling & Student Development confidentiality and privacy policy.

BCIT has made every reasonable effort to implement technical security measures and administrative controls that reduce risks of a confidentiality breach; however, it is not possible for BCIT to completely secure and 100% guarantee the security and confidentiality of any Internet communications. BCIT counsellors are ethically and legally bound to keep the use of our services confidential and do everything possible protect the privacy of your counselling session, including:

- Private Spaces: Counsellors conduct all counselling sessions only from private locations. We also use headsets and built-in microphones to further reduce any risk of acoustic sound transfer.
- Identity verification: Counsellors will request verification that the identity of the person contacted for the session is that of the student who booked the appointment.
- VPN: BCIT counsellors use a Virtual Private Network (VPN) when accessing counselling appointment information and records.
- No Recording: Counselling sessions are not recorded unless your consent to do so has been provided. Participants must receive their counsellor’s consent if they want to record a session.

BCIT counsellors use Cisco Systems, Inc.’s Jabber application to make and receive telephone calls.

Jabber provides an encrypted VoIP platform for communications and is hosted on BCIT servers that comply with Canadian data privacy laws.
There is no storage of your personal information in Jabber, and your BCIT Counsellor will delete records of calls made through this application.

BCIT counsellors use Teams, a cloud-based video conferencing software owned by the Microsoft Corporation (Microsoft) that provides real-time sharing of audio, video, and screens approved for the remote delivery of services. Counsellors will communicate with you via video conferencing by using a webcam, computer speaker or land-line, and encrypted Internet software through which both parties are able to see and hear each other andcan share and create documents in real-time.

If you choose to have a counselling session via video conferencing, please be aware that your personal information, such as your name, email address, video images and audio, meeting details, and IP address, will be collected and shared with Microsoft for data processing for the purpose of facilitating your video conference session. You are encouraged to familiarize yourself with Microsoft’s Terms of Service and Privacy Policy.

OPTIMIZE YOUR REMOTE COUNSELLING SESSION

Your Responsibilities

You are responsible for the security of your own computer devices. Some steps that you can take to improve the privacy and security of your video counselling appointment are:

Find a private space: Be in a private space at the time and for the duration of your video.
Turn off your apps: Turn off and/or logout of any other applications that might be running on your device during the appointment (i.e. Facebook, Instagram, etc.)
Remove digital assistants: Ensure that you do not have a digital assistant (i.e. Google Home, Alexa, ) device nearby.
Ensure quality audio: Use a headset/earbuds and a mic that remains close to your mouth for audio clarity and to reduce noise transfer
Minimize distractions: Turn off notifications or put your phone into Do Not Disturb mode once the session begins
Preserve the security: Notify your counsellor immediately if you suspect any breach in your security.

Telephone and Video Counselling have aspects that differ from in-person counselling and that are important to consider. For example, the technology used in these forms of counselling may result in disruptions in reliability or quality

Your counsellor will try to resolve any such issues as quickly as possible. Please wait for your counsellor to reconnect with you.
If the technical issues cannot be resolved, the appointment may need to be rescheduled and your counsellor will follow up with you to ensure this is coordinated as smoothly as possible.
If your counsellor has not reconnected with you after a period of time, please call Reception at (604) 432-8608 and ask to be transferred to your counsellor.

Questions

For questions about BCIT counselling services, contact the Counselling & Student Development Coordinator at 604-432-8608.

Telephone and Video Counselling

Security and Confidentiality

BCIT Counselling & Student Development

Telephone sessions system

Video conference sessions system

Your Responsibilities

TECHNICAL ISSUES

Questions