FAQ
Parking
Where are in-person sessions?
The Pono Roots office is located on the 2nd floor of the Prince of Peace Building at 1632 S. King Street.
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We are across from Washington Middle School, on the mauka side of the street, and share our Ewa wall with Baskins and Robbins!
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Where can I park?
Please use the metered parking on the street along South King Street.
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How do I enter?
The front door is located on the right side of the garage gate.
Ring the bell (PonoRoots) and we will let you in!
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When leaving your car to come to our front door,
please be careful of the super speedy bikers and runners
passing in the bike lane.
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***Please note that the Prince of Peace Building has a set of stairs to get to the office. Let us know if this will be an issue to attending in-person appointments.
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Paperwork
It protects you and helps us do our work
Where do I complete the paperwork?
All Pono Roots intake, insurance, and HIPAA related forms are completed through our client portal at TherapyPortal: www.therapyportal.com. Everything you need to fill out will be sent or presented to you through that website. Please contact us to gain access to the site. Note that all client forms must be completed before we can meet with you. If you have trouble completing the online forms, contact our office and we can assist you. Click the link below to review TherapyPortal's guide to signing and reviewing documents.
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I forgot my password to my TherapyPortal account.
​Contact the PonoRoots office to have an email sent to reset your password. ​​​​​​​​​​
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Payments
How we bill you
What insurance do you take?
We currently accept most major insurances. Copay and coinsurance amounts vary greatly so if you need to know please check with your insurance company before scheduling a session. It is the client’s responsibility to know if mental health coverage is part of their plan and what the client portion will be. Copays are billed to the card on file shortly following your session.
What if I don't have insurance?
If you do not have insurance or choose not to use insurance, self-pay rates range from $75 to $250 per session depending on the therapist. Sliding scale rates are available upon request.
Cancellation policy and fees associated
Cancellations are accepted 24 hours prior to the start of the session. Missed appointments or cancellations within the 24-hour window will result in a $75.00 charge. We appreciate your understanding.
What types of therapy are covered under my insurance?
Please see our Insurance Information Page for more details on how insurance works for mental health treatment. Any request for reimbursement through health insurance requires a mental health diagnosis, therefore co-parenting, reunification therapy, parenting classes and coaching are normally not covered by insurance.​
Scheduling & Telehealth
How do I schedule my first appointment? ​​​​​​​​​​
First, all paperwork must be completed and reviewed by our staff before beginning intake. Intake is the first step to understand how our therapists can best help you. Once intake is completed, you'll get scheduled to begin appointments.
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How do I access my intake session?
Intake sessions are completed on Zoom. The Zoom link for your intake session will either be located in your documents section, titled, "Zoom Kristine Only", or you will receive a message through TherapyPortal from the therapist conducting your intake. The message will have the Zoom link.
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What if I only can do telehealth?
At intake, it will be assessed what the best platform of therapy is based on your needs.
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How do I get the Zoom link or access Telehealth for my appointments?
Your therapist will communicate with you if they will use Zoom or TherapyPortal's telehealth feature. Your therapist will send you the Zoom link through TherapyPortal messages. Here is the link to learn how to access your telehealth appointment through TherapyPortal.
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What if I need to cancel or change an appointment?
Please call the Pono Roots office at 808-589-2367 or message your therapist through TherapyPortal. Note: there is a 24 hour cancellation policy and fees may apply, details are in the Client Packet in your documents in TherapyPortal.
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