Frequently Asked Questions

Below are several of the frequently asked questions – or FAQs – people have about The Village. Click each question to see its answer. If you have questions not addressed here, please call 1-800-627-8220 to speak to an intake specialist.

What does The Village do?
Where are you located?
Do I have to come into an office to get help?
Who will know I used Village services?
How do I set up an appointment?
Can I make an appointment for my adult son or daughter?
What are The Village's fees for services?
Will my insurance cover my appointment?
Can I use my EAP after I've already started services under insurance?
What are my options for paying for telehealth services?
How can I see my current statement or balance?
Why am I being billed if my account shows a credit?
How can I pay my bill?
​How can I request the release of my information?
Is The Village religiously affiliated?
What is The Village's mission statement?
What are your core values?
When was The Village founded?
How many people do you serve?
Is The Village accredited?
Who leads The Village?
How are you funded?
How can I donate to The Village?
Can your counselors prescribe medication?
Does The Village provide emotional support animal letters?
Do you offer first-time homebuyers education?
Do you provide legal services?
Can you help me pay my rent, medical bills, or other expenses?

 

What does The Village do?

The Village addresses mental health and other behavioral health needs in communities across North Dakota and Minnesota. Our expertly trained counselors improve the lives of those dealing with a wide range of issues – addiction, depression, trauma, debt, unplanned pregnancy, and more. We proactively strengthen kids, families, and organizations with additional services such as mentoring, employee assistance programs, and crisis management services. Our adoption services trace back to our founding as a home for orphaned children in 1891. As times change, our work evolves to meet current community needs.

 

Where are you located?

The Village has offices in communities across North Dakota and Minnesota, including Fargo-Moorhead, Grand Forks, Minot, Bismarck, St. Cloud, and Alexandria. Please see our Locations page for more information.

 

Do I have to come into an office to get help?

Depending on the service you are seeking, Village services are provided in the office, over the phone, in families' homes, schools, and online. Call 1-800-627-8220 to learn how the service you are interested in is available.

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Who will know I used Village services?

Without your consent, The Village will not release your information or identify you as a client. Exceptions to this rule may occur when complying with a court order, mandatory reporting of child abuse and neglect, or when imminent risk of harm requires calling emergency services.

 

How do I set up an appointment?

Contact your local office. If you're not sure where to start, call 1-800-627-8220 and one of our intake specialists will help you.

 

Can I make an appointment for my adult son or daughter?

To schedule an appointment for anyone 18 years of age or older, we must speak to that individual directly.

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What are The Village’s fees for services?

It depends which of our services you use. Some services have no fees. Rates for counseling and addiction treatment are based on insurance reimbursement rates. (For example, the rate for an initial intake session for outpatient counseling is $296. A chemical dependency evaluation is $140.)

We can only estimate the cost of services for a client because the charge for each session depends on the length of the appointment, the exact services provided, and other factors. When you are asked to provide payment at the time of your appointment, we are collecting what we estimate the session to cost.

The amount you eventually owe can also vary depending on your insurance coverage, Employee Assistance Program, and whether you are eligible for a sliding-fee scale.

 

Will my insurance cover my appointment?

The Village does accept most major insurance plans. Whether services will be covered depends on your individual insurance policy. You will need to ask your insurance company if the services you are seeking would be covered.

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Can I use my EAP after I've already started services under insurance?

We would be happy to assist you in utilizing your Employee Assistance Program benefit toward your services. Unfortunately, we are not able to apply this benefit to current services because a diagnosis has already been established. However, if other household members need assistance or different issues arise, we would be happy to set you up for these wellness services.

 

What are my options for paying for telehealth services?

Telehealth payment options include self-pay, The Village Employee Assistance Program, some national Employee Assistance Programs, and insurance. If you wish to use your insurance coverage or an EAP other than The Village’s plan, you will need to contact your EAP or insurance representative to determine whether they will cover telehealth services. You are ultimately responsible for the cost of services you receive.

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How can I see my current statement or balance?

Statements and balances can be viewed in the client portal. This screen will show your balance in real time (Please note: some of the credits may be pending). Statements are printed once a month, generally between the 10th and 15th of the month, for any activity from the previous month and before. Statements include any new charges from the previous month and payments that were received up until the date of that statement. (For example, a statement run on February 12 would include all services billed through January 31 and any payments or adjustments made up to February 12.)

 

Why am I being billed if my account shows a credit?

When clients pay their co-pays or for their self-pay appointments at the time of service, the payment is added to the client’s account as a credit. These credits cannot be applied until 1) the service line is billed through the system, and 2) insurance has processed the service line and determined the client is responsible for a remaining balance. This means a credit on a client’s account may not actually be a “true” credit.

If you have any questions about your account balance, please call Accounts Receivable at 701-451-5017. 

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How can I pay my bill?

Payments may be made via cash, check, or credit card. Cash or checks can be mailed or brought to your local office. Visa, MasterCard, Discover or American Express payments can be made at each office, on the client portal, by calling 1-800-627-8220 or by mailing in your card information on your statement’s payment slip.

If a client is unable to pay for their session in full when due, a payment plan may be available. A payment plan can be set up by contacting the Accounts Receivable team at 701-451-5017. You can arrange for these payments to be made over the phone, by mail, on the client portal, or automatically withdrawn. Clients need to remain current with their payment plan to continue receiving services. A default in the payment plan will result in the discontinuation of services, and the account could be sent to collections.

 

How can I request the release of my information?

Record requests are managed through our Health Information department. To obtain your records, or request that we release them to another provider, contact Health Information by calling 1-800-627-8220 or email us. You can also fax a request to 651-925-0057 (Attn: Records). Please allow 10 working days to process your request.

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Is The Village religiously affiliated?

The Village is a private nonprofit and is not aligned with any church or religious organization.

 

What is The Village's mission statement?

The mission of The Village Family Service Center is to enhance the lives of those we serve.

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What are your core values?

The Village lives by four core values: 

  • Integrity: We operate in a trustworthy manner, holding ourselves accountable as an organization and individuals.
  • Excellence: We strive for the highest level of quality in all we do.
  • Service: We offer client-centered, compassionate care with an emphasis on collaboration.
  • Communication: We foster a diverse environment that encourages respectful, open and honest dialogue.
     

When was The Village founded?

We trace our roots to 1891, with the founding of the North Dakota Children's Home.

 

How many people do you serve?

In 2021, The Village served a total of 80,291 people. The majority of these are employees covered by The Village Business Institute's Employee Assistance Program.

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Is The Village accredited?

The Village is accredited by the Council on Accreditation of Services for Children and Families (COA), is licensed by the North Dakota Department of Human Services, is a Meets Standards Organization, and is a member of the National Foundation for Credit Counseling, Inc., the Employee Assistance Professionals Association, Inc., Alliance for Children and Families, and Big Brothers Big Sisters America. 

 

Who leads The Village?

Kelly Olson is the President and CEO of The Village. She reports to The Village's Board of Directors, which is made up of several community members.

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How are you funded?

Program revenue is our primary funding source. We also receive funds from several United Way organizations, private grants, individual and corporate contributions, and fundraising events.

 

How can I donate to The Village?

You can make a donation online, or call 1-800-627-8220 to request a donation form. 

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Can your counselors prescribe medication?

Typically, no, The Village’s counselors are not able to prescribe medications. The Village does provide limited medication management.

 

Does The Village provide emotional support animal (ESA) letters?

The Village will respond to requests for pet letters on a case-by-case basis, following the basic guideline that a provider must have completed a thorough assessment and is familiar with the client enough to be able to make an informed decision regarding a pet letter. 

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Do you offer first-time homebuyers education?

The Village no longer offers a homebuyers class. We refer people to different online resources, including eHome America (North Dakota) and Framework (Minnesota).

 

Do you provide legal services?

No, The Village does not offer legal services. Individuals with access to The Village Employee Assistance Program can receive a half-hour consultation with an affiliate attorney and a reduced rate on further legal assistance.

 

Can you help me pay my rent, medical bills, or other expenses?

The Village does not offer monetary assistance to individuals or families. We do offer financial counseling, which can help you create a plan to manage your money.

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