Results of 2021 NWT Community Counselling Program Client Satisfaction Questionnaire

News Releases

Yellowknife — May 31, 2022

The Government of the Northwest Territories released the 2021 NWT Community Counselling Program (CCP) Client Satisfaction Questionnaire Report.

The CCP Client Satisfaction Report for 2021 showed that nearly three-quarters of clients were either satisfied or very satisfied with their overall counselling experience. To gain a better understanding of how to best meet the needs of the diverse population in the NWT, the questionnaire, for the first time, collected sociodemographic data that included age, gender identity, racial identity, and region. It was also the first time the questionnaire focused on including children and youth who have accessed the Child and Youth Counselling (CYCC) services.

The questionnaire, conducted from May 26 to July 25, 2021, was designed to understand individual experiences with quality of service, access to services, respect for needs and preferences, and communication and education.

Some of the findings from the report include:

  • 73% of respondents reported being satisfied or very satisfied with their overall counselling experience.
  • 72% of respondents reported being satisfied or very satisfied with the wait times for counselling services.
  • 77% of respondents reported being satisfied or very satisfied with the counsellors’ respect for their individual needs, preferences, and values.
  • 78% of respondents reported being satisfied or very satisfied with the level of communication between them and their counsellor.

This is the fourth time this questionnaire has been used to help better understand the extent to which services and supports meet the needs of individuals and families. Findings from the questionnaire help the Health and Social Services System identify what it is doing well and where it can improve. The report can be found at: www.hss.gov.nt.ca/en/content/nwt-community-counselling-program-client-satisfaction-report-2021

Quote(s)

“The community counselling program is invaluable to NWT residents, and I am pleased that program users are satisfied with their counselling experience. The goal of this program is to make mental health services easy to access in the NWT. This is critically important given the high number of NWT residents that struggle with mental health. This report provides valuable insight into where we have had success and where there is room for improvement. We intend to focus on the areas that can be improved so we can better meet the wellness needs of individuals and families in the NWT.”

- Julie Green, Minister of Health and Social Services

Quick facts

  • 109 questionnaires were completed by individuals accessing CCP from May 26 to July 25, 2021. 22 respondents said they last accessed the program more than two years ago, indicating that they were no longer users of the program. To focus findings on the satisfaction of current services users, these respondents were removed from the final analysis, resulting in a total of 87 respondents.
  • CCP offers free counselling services to NWT residents.
  • CCP services include counselling, crisis intervention, referrals for treatment, follow-up, assessment, and aftercare.
  • CCP is available in-person in 19 NWT communities, telephone and fly-in services are available to communities without a local counsellor.
  • In response to the COVID-19 pandemic, virtual services were also introduced in 2020 to enable continued counselling support to NWT residents. Virtual care is still offered as a support option within the CCP.
  • Introduced in the 2018-2019 school year, CYCCs provide direct services within educational contexts to enhance access to mental health supports for children and youth.
  • At the time of data collection, CYCC’s were in Tłìchǫ, Dehcho, Sahtu, Beaufort-Delta, Yellowknife, Dettah, and Ndilǫ

Related links

 

For media requests, please contact:

Jeremy Bird

Manager of Communications

Department of Health and Social Services

Government of the Northwest Territories

Jeremy_Bird@gov.nt.ca

(867) 767-9052 ext. 49034