Family Support FAQ

Who will be my key contact at Phoenix? Phoenix Outdoor assigns a Parent Coordinator to answer questions about the program, handle routine questions such as billing and getting medications to your child and offer support throughout the program. Additionally, the student's therapist will contact parents weekly to give a progress report on their child.

What is the best way to contact Phoenix? Parent Coordinators can be reached from 8:30 AM to 5:30 PM eastern time by calling 877.305.0904. After hours, Parent Coordinators can be reached via a toll-free RELAY number that will simultaneously call their cell phone as well as his or her home phone. Therapists work in the North Carolina base camp office and can be reached by dialing 877.305.0904. Each contact person on the Phoenix team has an email address for routine, non-emergency questions or concerns.

What type of information is in the Parent Guide? The Parent Guide contains detailed information about all aspects of the Phoenix Outdoor program. This includes details about the wilderness experience, equipment for students, the safety design, the dietary plan, our communication process and a description of daily activities, and the therapeutic process. The Guide sets expectations for parents about how their students will react to being at Phoenix, what they can expect to experience as parents, and how they will need to communicate with family and friends.

Tell me about the therapists assigned to the family? Each family is assigned two therapists who work as a team to support the family during the program. The Adolescent Therapist will work directly with your child in the outdoor setting, communicate with you weekly to give updates on your child's progress, and help you through issues facing your family as a result of your child's crisis. The Family Therapist will provide help and support to your family while your student is with Phoenix.

What about the parent support group? Most families find that the challenges they face in raising their teenager are similar to those in other families. We provide opportunities to discuss those challenges via weekly teleconference sessions that are easily accessed from any location. If you would like to contact one or more of these families for private conversations, Phoenix Outdoor will be happy to facilitate this connection.

How do I access the Parent Connection? When your student arrives at Phoenix Outdoor, the Parent Coordinator will send information about how to access the Portal. From the Phoenix Outdoor web site, select "login" and enter the user id and passcode provided by the Parent Coordinator. You can then see your student's weekly reports, letters, pictures, and treatment plans. The Portal is updated weekly with new information.