Frequently Asked Questions

I'm seeing my therapist online via telehealth. How do I login to my session?

Good Question!

You session will be held on one of our two HIPAA compliant telehealth platform. Either ZOOM or GOTOMEETING. No matter which platform your therapist uses, they will send you a link you your session through the patient portal.

What should I expect during my first appointment?

Diagnostic Interview for Child/ Adolescent Assessment: During the first appointment for a child or adolescent assessment, the psychologist will meet with parents or guardians to explain the process for testing and confidentiality. You will review the reasons for testing and background information about your child. You can bring school record, medical records, and any prior assessments that have been conducted. Together you will make a plan for testing and discuss the cost.

Diagnostic Interview for Adult Assessment: During the first appointment for an adult assessment, the psychologist will explain the process for testing and limits of confidentiality. You can share the reasons you are seeking testing, such as wanting to better understand your life, to clarify possible diagnoses such as ADHD, or to collect information about getting accommodations on high stakes tests or in college. The psychologist will gather information about your life history and current situation. Together you will make a plan for testing and discuss the costs.

Diagnostic Interview for Psychotherapy (Counseling): During the first appointment for adult psychotherapy, the counselor will explain the process of therapy, limits of confidentiality, and what to expect from the process. You will discuss your goals for therapy and what you would like to change. Together you can decide if you are a good fit to work together.
During the first appointment for child/ adolescent psychotherapy, the counselor will meet with you. For children and adolescents ages 12 and above, it is helpful for them to come to the first meeting to meet the counselor as well. You can share reasons you are seeking support and make a plan for treatment.

Do you accept insurance?

Most ACES providers are Out Of Network (OON) with insurance, which means payment is collected in full on the day of service. As a courtesy, ACES will submit or file your behavioral health or medical services directly to your insurance company. Please call your insurance ahead of time to determine if you need a referral from your primary care physician.

Susanne Wilbur, L.C.S.W. and Lauren Good, L.C.S.W., are participating in network mental health providers with many insurance companies. Counseling services with Mrs. Wilbur and Mrs. Good may be covered according to your individual insurance policy. You would be responsible for your co-pay, any payments toward your insurance deductible, and/or co-insurance. Contact the ACES front desk with your insurance information to find out the specifics for your policy.

What if I need to cancel an appointment?

Aligned Clinical & Educational Services, PLC is committed to providing all of our clients with exceptional care. When an appointment is canceled without giving enough notice, it may prevent other people from accessing necessary care. Please​ ​notify​ ​us​ ​at​ ​least​ ​24​ ​hours​ ​prior​ ​to​ ​your​ ​scheduled​ ​appointment​ ​for​ ​cancellations​ ​or​ ​changes. If prior notification is not given for cancellation, you will be charged the full session fee for the missed appointment. Charges will not be pursued if prohibited by contractual agreements for specialty services.

If the client has a fever over 100°, is vomiting, has diarrhea, has a rash, or is too sick to attend school/work his/her therapy session will need to be canceled. For home-based services, clients must be symptom free for 24 hours without symptom-relieving medication before therapy can resume. If there is illness in the household, even if the client is not the one who is sick, sessions are conducted at the therapist’s discretion. Please​ ​notify​ ​us​ ​as​ ​soon​ ​as​ ​possible​ ​for​ ​cancellations​ ​due​ ​to​ ​illness.

No Cancellation charges will apply if Albemarle County Public Schools are closed for inclement weather or if the cancellation is due to personal or medical emergencies.

Do you offer services on evenings and weekends?

Some services are available on weekends and evenings, please contact us for more information.

What is involved with a psychological assessment?

Psychological assessment is a collaborative process that includes an interview, review of medical and educational records, direct assessment, and a meeting to review results and recommendations. At the end, a final report is written that outlines the reason for referral, background information, test results and interpretation, relevant diagnoses and recommendations. Assessment is tailored to each person, but typically incudes direct measurement of skills as well as rating scales completed by the client and others such as family members and teachers. Direct assessments can measure intelligence, attention, visual motor integration, memory, social – emotional skills, social cognition, independent living skills, personality and mental health issues.

What should I tell my child about an upcoming psychological assessment?

During the diagnostic interview, you and the psychologist can discuss the best way to explain psychological testing for your child. In general, it is helpful to explain that testing often helps parents and teachers know how to help children better. Testing itself involves some tasks that will feel easy and other tasks that might feel challenging, but the only expectation is to try your best.  Some of the activities might include doing puzzles and building with bocks, some might include thinking about words and ideas, some might include remembering information, and others will involve feelings.

Do you offer school admissions testing, such as intellectual testing for Giftedness?

We offer school admissions testing. Psychologists have access to a wide range of intellectual assessments for Giftedness such as the Comprehensive Test of Nonverbal Intelligence, Second Edition (CTONI-2), Kaufman Assessment Battery for Children, Second Edition (KABC-2), Leiter International Performance Scale, Third Edition (Leiter-3), Primary Test of Nonverbal Intelligence (PTONI), Wechsler Adult Intelligence Scale, Fourth Edition (WAIS-IV), Wechsler Intelligence Scale for Children, Fifth Edition (WISC-V) and WISC-V Integrated, Wechsler Primary Preschool Scale of Intelligence, Fourth Edition (WPPSI-IV), and the Woodcock Johnson Tests of Cognitive Abilities, Fourth Edition (WJ IV).

When is the best time of day to call on the VideoPhone?

Video Phone coverage is available Monday – Thursday from 1pm – 6pm. Video Phone  confidential messages can be left at any time. Text messages can be sent to the ACES main phone line at 434 466 1588 for more immediate responses in the morning.

Do you provide American Sign Language (ASL) or deaf blind interpreters for marriage and/or family counseling?

Yes. ACES is committed to providing services that are accessible and allow for clear communication.

What if I need a service I don't see listed on the website?

Please feel free to call the front desk to inquire about any educational or clinical services you might be interested in that are not listed on the website.

I can’t sign into the Patient Portal- what could be the problem?

You will need to complete the registration process for your account before you can access the portal’s features. This is best accessed via the “Patient Portal Account Notification” message generated by our software system which is sent to you via email (from Within the email message is a link that will open to the correct web page to complete your account registration. If you continue to encounter difficulties, our front desk staff are happy to assist you over the phone.

How do I view a document that my provider sent me in the portal?

When in the portal, go to “Medical records” then “Images”, where you will then find a list of all patient-viewable records from your chart. You then have the option to view, print, or download the document.

I got a message in my email that says I have a portal message from my provider, but when I log in, I can’t find it. How do I see my messages?

This is a common problem and due to a software error. To rectify this, on the “Messages” page, then adjust “Viewing” to “All” via the drop-down menu. Additionally, be sure that the option for time frame is correct via the second drop-down menu. Lastly, click the “Filter” button to refresh the page.

Current Clients

New Clients

If you would like to initiate services, please contact us via phone call. We will then check the availability for specific providers or will assist in finding the right match for your needs. Once your appointment is scheduled, you will receive an email message inviting you to our Patient Portal, which includes a link with access to finish your account registration. Once your Patient Portal account is registered, you will be able to access and complete our new client registration forms prior to your initial appointment.

If you prefer download and complete the registration forms available below. Please arrive 15 minutes before your first appointment and bring your insurance card and photo identification. For most providers, be prepared to pay in full at the time of service. We look forward to working with you and your family!

Client Forms

REQUIRED: Please print and and retain a copy of the following: