WHAT IS HEARTLAND FAMILY SERVICE?

Welcome to Heartland Family Service, a human service agency dedicated to strengthening individuals and families in our community through education, counseling and support services. We’re happy you have placed your trust in us.

Heartland Family Service is accredited by the Council on Accreditation of Services for Families and Children, which means you may rest assured that the services you will receive will be of consistent high quality. The agency is a member of United Way of the Midlands, which assists us in providing a variety of services. As a member of our national organization, the Alliance for Children and Families, we have the expertise and assistance of nearly 450 similar agencies in the United States and Canada.

HOW QUALIFIED IS THE STAFF?

Heartland Family Service staff has a broad base of training. Our professional therapists hold a master- or doctorate-level degree in social work, psychology or other related counseling field, or are certified in their specialties. All therapists, counselors and caseworkers are committed to offering high quality services that fit the needs of families and individuals.

AM I ELIGIBLE?

The primary eligibility is your need for services. Persons residing in the agency’s service area (East Central Nebraska and Southwest Iowa) are eligible for our services without regard to race, color, religion, sex, handicap, national origin or age.

Certain programs within the agency may have specific eligibility criteria, so please speak with a staff person or the agency’s intake worker if you have questions.

WHAT IF I NEED TO CANCEL OR POSTPONE AN APPOINTMENT?

Any cancellation must be made 24 hours in advance, so other clients may have a chance to use your cancelled time. Individual programs have specialized regulations that may prohibit your return to the agency if cancellations occur, so be sure to talk to your staff person about no-shows and cancellations.

Because of the value of face-to-face contact, we encourage you to make an extra appointment(s) if necessary, rather than use the phone as a substitute.

WHAT IF MY CHILD NEEDS SERVICES?

We are a family agency and strive to involve parents appropriately in our services to children. To obtain the most effective treatment, Heartland Family Service always encourages families to come in for counseling together. Our policy requires that in most cases, minors must have consent of parents or legal guardians to receive services. However, there are times when it is necessary to assist a minor in serious distress or at high risk of harm without parental consent for issues involving family violence, substance abuse, rape, etc., until we are able to identify the nature of the problem and how our staff might help. Otherwise, minors must contact their parent or guardian to obtain a signed Consent to Treatment Form prior to receiving services including counseling, shelter or membership in Solomon Girls Center.

HEARTLAND FAMILY SERVICE is dedicated to the idea that clients and other members of the community should have the opportunity to alert the agency to needs or problems in the community that they feel should be addressed. Heartland Family Service also strongly believes that clients and other community members should have the opportunity to voice complaints regarding agency operation or staff. Upon request, a copy of our client grievance procedure will be made available to you.

If you have a suggestion or a complaint, we encourage you to speak directly to a staff person, or you may request a complaint form and return it to:

Attn: Quality Improvement Coordinator
Heartland Family Service
2101 South 42nd Street
Omaha, NE 68105

You may also call us at 553-3000. We will make every effort to address your concerns in a prompt manner.