FAQ
Parking & Attending Sessions
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.
We are across from Washington Middle School, on the mauka side of the street, and share our Ewa wall with Baskins and Robbins! Please watch out for the bike lane in between the parking stalls and the side walk.
Please arrive only 5-10 minutes before your sessions. If you come earlier, please wait in your car, take walk, get some ice cream at Baskin Robbins, etc. We have limited space in the waiting area. We are sorry for this inconvenience.
Where can I park?
Please use the metered parking on the street along South King Street.
How do I enter?
The front door is located on the right side of the garage gate. Push the PonoRoots button and we will let you in!
***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.
Waiting Area
Once you come up the stairs, there are signs pointing you to the waiting area to sit down. We require all parents bringing their children to escort them to the waiting area. Children cannot be left unattended as the waiting area is unsupervised.
Do I have to stay in the waiting area while my child is in session?
No, you are not required to stay in the waiting area during the session. Instead, you are encouraged to wait in your car. We do require our child client's parents to be in the lobby at the top of the hour to pick up their child after the session, because the waiting area is not supervised and our therapists must go to their next scheduled appointment. Therapists cannot wait with the children. Parents who arrive late will incur a $100 inconvenience/ late fee that is charged under the child's account.
Paperwork
It protects you and helps us do our work
Where do I complete the paperwork?
All PonoRoots 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 starting sessions. 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.
I forgot my password to my TherapyPortal account.
Contact the PonoRoots office to have an email sent to reset your password.
Scheduling & Telehealth
How do I schedule my first session?
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 sessions.
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 Info Kristine Only", or you will receive a message through TherapyPortal from the therapist conducting your intake. The message will have the Zoom link.
What if I only can do telehealth?
At intake, it will be assessed what the best platform of therapy is based on your needs.
How do I get the Zoom link or access Telehealth for my sessions?
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. If they are using Therapy Portal's Telehealth, here is the link to learn how to access your telehealth appointment through TherapyPortal.
What if I need to cancel or change a session?
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.
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.
