FAQs

You've got questions, we've got answers.

I think I might hurt myself or someone else. What should I do?

Call 9-1-1, go to the nearest emergency room, or follow the emergency instructions provided by your doctor, mental health professional, or care team.

Talk to someone right away

Call 24/7 988 at 9-8-8
Call 24/7 Kids Help Phone Canada at 1-800-668-6868 or text 686868
Call 24/7 Hope for Wellness at 1-855-242-3310

Crisis lines aren’t only for people in crisis. You can call for information on local services or if you just need someone to talk to.

Does BounceBack® cost anything?

Nothing at all. The BounceBack® program and materials are free. We believe that BounceBack® provides core mental health skills that all individuals should have access to, regardless of their socioeconomic status.

Who is BounceBack® for?

BounceBack® is for anyone 13 and older who is struggling with low mood, anxiety, stress, or worry.

Does BounceBack® work?

BounceBack® is based on research evidence which shows that simple skills and techniques are effective in helping people to overcome low mood and worry. The BounceBack® approach is based on cognitive behavioural therapy (CBT).

Based on research, people who participate in BounceBack® on average feel less worry, have reduced symptoms of depression and anxiety and improved confidence and activity – particularly those who felt mild to moderate amounts of these feelings. If you’re not sure BounceBack® coaching is the right fit, you can try the online and video (access code bbtodaybc for the video) platforms, and additional resources that you can use to explore other supports are available in this FAQ under the section “How do I find additional help for my mental health or for someone I care about?”.

What is Cognitive Behavioral Therapy (CBT)?

As the name suggests, CBT focuses on the way we think (“cognitive”) and act (“behavioural”). The concept behind CBT is that our thoughts about a situation affect how we feel and how we behave in that situation. Skills you learn in CBT are useful, practical and helpful strategies that can be incorporated into everyday life to help you cope better with future stressors and difficulties. One example of CBT in practice would be to imagine you’re walking in a park. While in the park, a friend walks by, but doesn’t acknowledge you. We may think our friend doesn’t like us and we may get angry. BUT we could also assume that our friend is having a tough day and missed us while pre-occupied with a difficult problem they were having. The second thought might not lead you to feel angry, but rather concerned for your friend.

CBT breaks down the situation to help us understand how the way we think (“cognitive”) and the way we respond (“behavioural”) affect each other. By separating the way we feel from the way we act, we gain more control of our mind and therefore choose healthier behaviours. In our park example, we might dismiss our initial anger and make the effort to connect with our friend. You can see this in action in the program trailer video, here.

How is BounceBack® different from counselling?

BounceBack® involves self-led learning with added supportive coaching (if desired, by referral). BounceBack® is structured so that the workbooks are the teacher and the coach is your guide. Your BounceBack® telephone coach will:

provide support and encouragement
help clarify the lessons in the workbooks
help you apply what you’re learning to your own life
keep you motivated

In counselling, the clinician – such as a social worker, psychologist, or a registered counsellor – is responsible for both teaching and supporting you through the process.

What do the coaching sessions look like?

Your first calls with your coach are an opportunity for you to, learn more about the program and ensure that BounceBack® is the right fit for you. You will work with the same coach for the entire program and have control over your scheduling. Your phone sessions will usually be 20-30 minutes long and are typically scheduled every 2-3 weeks.

You will choose which workbooks you would like to work on. On average, participants choose to work on one to two workbooks between sessions, and then reflect on the material with their coach during a session. Sometimes things get in the way and participants only finish one workbook. That is completely okay.

Sometimes a particular workbook is too difficult and participants don’t complete all of it. That is fine as well. Other times, participants cannot get to any of the material. That is also okay. Your coach will help you through these tough times and work with you to determine what is best for your wellbeing. In total, you will have six months to complete up to six sessions.

Once you have completed your sessions, you will have the opportunity to book up to two booster sessions with your coach. We want to ensure you are set up for success. These booster sessions are meant to provide you with the extra support in case you need it. You have up to six months to use these boosters from the time you finish your initial sessions.

How much time do you recommended I spend on BounceBack® each week?

We recommend that you spend 20-30 minutes, two or three times a week on the materials. However, we recognize everyone’s life is different and so too are a person’s commitments. What’s important is finding a pace that works best for you; one where you can routinely and consistently progress through the program. Practicing what you learn in BounceBack® is ongoing. Mental health maintenance is a daily process and we hope the program will help you establish this routine within your own life.

Do I have to finish the program?

You do not have to finish the program. An excellent way to think of BounceBack® is like a buffet: take the skills you need and leave the rest. For example, those who are enrolled in BounceBack® Coaching, have up to six sessions available to them, but some participants might find that four is enough.

How long is the waitlist for BounceBack®?

There is no waitlist for any of the BounceBack® platforms. For the coaching platform, once our team receives the referral, we will call you within five to ten business days to set up an initial session where you will meet your coach and learn more about the program. The online and video (access code bbtodaybc for the video) platforms are accessible as soon as you sign up.

How do I get a referral for the coaching program?

There are many professionals who can fill out the referral form for you. This can be a family physician, nurse practitioner, or psychiatrist. Based on where you live in BC, one may be more accessible than the other. You can print off the form here and take it with you or ask them to fill it out online at www.bouncebackbc.ca. Alternatively, if you have a regular primary care provider (i.e. doctor, nurse practitioner, psychiatrist) you can self-refer by completing the online referral form. When filling out the self-referral, you will need to provide your primary care provider’s contact information so that we can contact them on your behalf. You should not be charged by the physician’s office to fill out this form.

Why do I need a referral for the coaching platform?

Our ultimate goal is to ensure that you have the support you need to navigate your mental health journey. The reason we ask you to see either a doctor, nurse practitioner, or psychiatrist is to ensure that you have all the support you need. You and the service provider can work together as a team to decide if BounceBack® is a good fit at that particular time, or if another program may be a better fit. Since we only deliver this particular program, it’s difficult for us to play that role and offer other alternatives. We feel that a doctor, nurse practitioner or a psychiatrist can provide support even after you complete BounceBack® or if you ever feel it’s not what you want.

I don’t have a family doctor, how can I get a referral?

Many British Columbians do not have family doctors. If that is the case, you can take the referral form to a walk-in clinic or virtual clinic or direct them to visit www.bouncebackbc.ca. A nurse practitioner or psychiatrist can also refer you to the program. Please note that you should not be charged by the physician’s office to fill out this form. Ask your physician’s office to contact us or visit the website if there are any concerns.

What can I expect from my visit with my care provider when I go in for a referral?

Your appointment will likely be a 15 minute conversation with your doctor, nurse practitioner, or psychiatrist. Once you mention that you want a referral to the BounceBack® coaching platform, they will likely take the opportunity to ask you questions about your mental health and wellbeing, and will review your eligibility for the program. From there, they will help you decide if BounceBack® is the right fit, or suggest alternative options.

What if I don’t feel comfortable approaching my doctor for a referral?

It’s common to feel nervous about approaching a medical professional for support with mental health. You may have people in your social support network who can accompany you to the appointment. If you are uncomfortable speaking to your doctor or another care provider about mental health, this resource has some helpful tips for where to find help and how to start those conversations.

Do I need a diagnosis to use BounceBack®?

No diagnosis is needed to participate in BounceBack®. At times, the program may ask you to fill out a questionnaire. This helps us figure out how the program is helping you and keeps your coach up-to-date on your progress. Keep in mind that although these questionnaires are similar to those used for diagnosis, BounceBack® and BounceBack® coaches are not meant to provide a diagnosis; it’s best you speak with your primary care provider about that.

If I’m referred, does it mean my doctor thinks I have a mental illness?

Not necessarily. Often low mood and worry problems don’t qualify for a formal mental health diagnosis, but they deserve attention in their own right. BounceBack® is specifically designed for people with mild to moderate mental health challenges that get in the way of life satisfaction.

How does BounceBack® protect my privacy?

Protecting your privacy is very important to us. All information that we collect from you in the BounceBack® program is stored electronically on a highly secure Canadian-based server. This site meets the privacy standards for electronic medical records. Our coaches are trained to ensure that your privacy and confidentiality are upheld to the highest standard.

Is there an option to work with someone in-person instead of the online program or phone coaching options?

Currently, BounceBack® is not offered in-person. If you prefer to work in a group-setting, consider taking Living Life to the Full – an enjoyable and interactive 8-week group course that helps you feel happier, more confident and less troubled during stressful times. Click here to find a course near you or to order the booklets associated with the course.

What if I suspect my mental health symptoms are more serious?

Make sure that you bring this to the attention of your primary care provider. They will be able to conduct a thorough assessment of your mental health needs and determine the best course of action for you.

Where can I learn more about stress, depression or anxiety?

You can learn more about improving mental health, stress, depression and anxiety to support yourself or someone you care about here:

How do I find additional help for my mental health or for someone I care about?

Many options are available, here are a few we suggest:

Talk to your doctor or visit a local clinic
Visit HeretoHelp
Visit the CrisisCentre
Call 811 or visit HealthLinkBC to access free, non-emergency health information for anyone in your family, including mental health information. Through 811, you can also speak to a registered nurse about symptoms you’re worried about, or a pharmacist about medication questions.

My child is currently using BounceBack® how can I support them?

It can be challenging navigating how to provide helpful support to someone you care about. A good place to start is to ask them how you can support them on their journey. Some may want to share things with you, such as the booklets they are working on, whereas others may want to do it completely on their own. If you would like to learn more about how to provide helpful support to your loved one, our online program has a workbook called “Information for Family and Friends” which provides helpful tips. You can access it for free by registering for the online program here.