FAQ | Manatee

services

billing & insurance

returning families

Manatee app

frequently asked questions

Need support?
Get started here!

Services

What type of therapy do you provide?

We provide evidence-based, clinically proven approaches tailored to each child's unique needs. This includes Cognitive Behavioral Therapy (CBT), Mindfulness, play therapy, and other evidence-based interventions.

‍

We also facilitate insight-creating discussions that help children understand their thoughts, feelings, and behaviors — and parent counseling and education to ensure caregivers feel equipped and supported throughout the process.

What services can you offer families?

We offer two main services:

Child or family therapy: The therapist works closely with the child and may involve the caregiver in sessions as appropriate. The focus is on helping children process and cope with thoughts and feelings related to relationships, trauma, anxiety, behavioral challenges, and more.
‍
Parent counseling: This service focuses on helping caregivers better understand their own emotional needs and parenting patterns so they can build stronger, more supportive connections with their child. Caregivers work with both a therapist and a child development specialist. Parent counseling complements child therapy by addressing the entire family's well-being — not just the child's.

What states do you offer services in?

We currently offer child/family therapy and parent counseling in the following states: California, Colorado, Florida, Idaho, Illinois, Kansas, Montana, New Jersey, New Mexico, Oklahoma, Pennsylvania, and Texas.

‍

We're always working to expand — if your state isn't listed, check back or reach out to us!

What challenges can you help with?

We support families navigating a wide range of emotional and behavioral challenges, including:

Anxiety and worry
Depression and low mood
Behavioral issues and defiance
ADHD and attention difficulties
Autism spectrum-related challenges
Sensory issues
Trauma responses
Emotional regulation difficulties
Relational and family dynamic challenges

We also support parents who are facing emotional or relational challenges that impact their parenting, and who need guidance on how to respond to specific behaviors their child displays.

What age range do you serve for child therapy?

We provide child and family therapy services for children ages 4 to 18.

‍

Here's a general guide:

Ages 0–4: We recommend parent counseling, which helps caregivers build stronger foundations during these critical early years.
Ages 4–7: Family therapy works especially well, with parents actively included in sessions.
Ages 6–18: We can provide individual child sessions, family sessions, or a mix of both — whatever best supports your family.

Do you provide adult therapy?

At this time, we do not provide general adult therapy. However, we do offer parent counseling, which is specifically designed for caregivers.

‍

The difference: adult therapy addresses a person's mental health across all areas of life, while our parent counseling focuses on supporting a caregiver's well-being specifically as it relates to their parenting and their relationship with their child.

What is parent counseling and who is it for?

Parent counseling is designed for caregivers who want to better understand their child's behavior, strengthen their parenting skills, and address any emotional patterns that may be affecting their relationship with their child.

‍

It's especially recommended for parents of children ages 0–4, but is valuable for parents of children of any age. You'll work with both a therapist and a child development specialist.

Do you have in-person therapy?

We are a fully virtual (telehealth) service. All sessions are held via video conference on Zoom. This allows us to serve families across multiple states and give every family access to high-quality therapists — regardless of where they live.

What's the difference between in-person and virtual therapy? Is virtual therapy just as effective?

Yes — research shows virtual therapy is just as effective as in-person therapy. In fact, 84% of parents who accessed teletherapy for their child reported a positive experience, and 78% reported significant improvement in their child's symptoms since starting teletherapy.

‍

Beyond effectiveness, virtual therapy offers real advantages:

Sessions happen in the safety and comfort of your own home
No commute, no parking, no rushing kids out the door
You can attend sessions while traveling or have co-parents join from different locations
Kids often find it easier to open up in a familiar environment and can even show their therapist their world

Can services be performed on vacation or internationally?

Therapy services can only be provided in the state where you reside — this is a legal and licensing requirement, not a limitation we can work around.

‍

If your family is taking a vacation within your home state, sessions can continue as normal. If you'll be out of state, please let your provider know in advance so you can plan to pause services accordingly. For questions, message your Care Coordinator directly in the Manatee app.

How do I schedule services?

Getting started is simple:

Complete our short online questionnaire
You can directly schedule an intake or a Manatee Care Coordinator will promptly review your responses and match your family with a provider best suited to your child's needs.
You also have the option to schedule a free 30-minute consultation call with a Care Coordinator before committing.
Once matched, we'll schedule a 60-minute Intake Session to get things started.
At the end of the Intake Session, your care team will set up your ongoing weekly recurring sessions.

What is a free consultation and what does it include?

Our free 30-minute consultation is a phone call with a Manatee Care Coordinator. It's a no-pressure opportunity to ask questions, share what's going on with your family, and find out whether Manatee is the right fit. There's no commitment required. It's a great first step if you're unsure where to start.

‍

To get started, just answer our quick questionnaire.

Who are the providers?

Our providers are licensed therapists and child development specialists who specialize in pediatric and family mental health. You can meet our full team here.

‍

We take great care in matching each family with the provider who best fits their child's needs, goals, and personality.

Can I change my provider?

We put a lot of thought into matching each family with the right provider, but we understand that fit matters. If you'd like to transition to a different provider, simply message your Care Coordinator through the Manatee app to discuss your options. We'll do our best to find a better match for your family.

How long does it take to get matched with a therapist and start sessions?

In most cases, we'll be able to match you right after completing our questionnaire. A Care Coordinator will reach out promptly to confirm your matches. Timing can vary depending on therapist availability in your state, but we work hard to get families started as quickly as possible. If your situation feels urgent, please let your Care Coordinator know.

Do both parents need to attend sessions together?

Not necessarily. Sessions can be structured in a variety of ways depending on what works best for your family. Co-parents can be added to the Manatee app and can join sessions remotely from different locations if needed. Talk to your Care Coordinator about the best approach for your situation.

Is my child's information and therapy confidential?

Yes. We take privacy very seriously and comply with all applicable HIPAA regulations to protect your family's health information. Your child's therapy content is confidential. If you have specific questions about our privacy practices, please reach out to our team.

Billing & insurance

How much do your sessions cost?

We accept most major insurance plans, so your out-of-pocket cost will depend on your specific co-pay and deductible. Our cash pay rates are:

Free 30-minute consultation call with a Care Coordinator
60-minute Intake Session: $220 (includes a full mental health assessment and personalized care plan)
55-minute weekly therapy session: $200
45-minute session: $175
30-minute session: $135

We'll work with your family to find the session length and format that fits best.

What insurance do you accept?

We are currently in-network with the following insurance providers:

Aetna
Anthem Blue Cross of California
BCBS Kansas
Horizon BCBS
Highmark BCBS
Optum
United HealthCare

Not sure if your plan is covered? Complete our quick questionnaire and we'll check your insurance benefits before your first session — no guesswork needed.

When do I pay for services?

We'll ask for your credit or debit card information to hold your Intake Session. Your card will be charged after the session, at midnight on the day of the session. Ongoing sessions follow the same billing process.

Do you take Medicare or Medicaid?

We are not currently accepting Medicare or Medicaid. Insurance coverage varies by state. If you're unsure whether we accept your specific plan, email your insurance information to billing@getmanatee.com or complete our questionnaire and we'll look into it for you.

Do you take FSA or HSA?

Yes! If you have a Flexible Spending Account (FSA) or Health Savings Account (HSA), you can use those pre-tax funds to pay for sessions with us. This can be a great way to make care more affordable.

What if my insurance isn't listed? Can I still get reimbursed?

Yes! Even if we're not in-network with your insurance provider, we can provide you with a Superbill — an itemized receipt you can submit to your insurance company for out-of-network reimbursement. Families typically receive 50–70% reimbursed.

‍

Contact your insurance provider to confirm your out-of-network benefits.

What is a Superbill?

A Superbill is a detailed receipt of the services you received that includes all the information your insurance company needs to process a reimbursement claim.

‍

We provide this to families who have out-of-network insurance so they can submit it directly to their insurer and get partially reimbursed for the cost of sessions.

Is there a cancellation or rescheduling fee?

Yes. If you cancel or reschedule a session within 48 hours of its start time, a $99 late cancellation/rescheduling fee applies.

‍

We hold that time exclusively for your family with our providers, so we ask that you give as much notice as possible. To avoid a fee, please cancel or reschedule more than 48 hours before your appointment.

What forms of payment do you accept?

We accept credit and debit cards, as well as FSA and HSA cards. You can manage your payment methods directly in the Manatee app under the Billing section of the Care Desk tab.

Returning families

How do I restart care?

We're glad you're back! There are two easy ways to restart:

Log into your Manatee app and message your Care Coordinator that you'd like to restart services.
Call us at (213) 558-4348 to speak directly with a Care Coordinator.

Will I need to complete a consultation and intake again?

It depends on how long you've been away:

Within the last year: Simply message your Care Coordinator in the app to let them know you'd like to return. We'll pick up from where we left off.
More than a year ago: We'll ask you to complete our questionnaire again so we can make sure we match you with the best provider for your family's current needs.

Can I restart services even if my child "graduated" from therapy?

Absolutely. Life brings new challenges, and there's no shame in returning to support. Whether it's a new school year, a major life transition, or something unexpected — families are always welcome back at Manatee.

Can we return to the same therapist we worked with before?

We'll always try to reconnect you with your previous provider if that's your preference and they have availability. If that's not possible, your Care Coordinator will work to find the best match for your family. Just let us know your preference when you reach out.

Manatee app

Account & set-up

Is the Manatee app free to download?

Yes, the Manatee app is free to download on iOS and Android. It's the hub for everything related to your child's care — scheduling, messaging your Care Coordinator, goals and rewards, clinical forms, billing, and more.

Where do I download the Manatee app?

You can download the Manatee app on Apple (iOS) or Android phones and tablets. Search "Manatee" in the App Store or Google Play, or use this link on your device.

How do I add my child or co-parent to the app?

Tap the settings icon (⚙️) in the upper right corner of your home screen.
Go to account settings.
From here, you can:
- Add a new child account linked to your parent account.
- Invite a co-parent to create their own Manatee account, which will be linked to yours upon creation.

I forgot my password - what do I do?

On the login page, tap the "Forgot Password" link at the bottom. Enter the email address you registered with and you'll receive a temporary login code. Use that code to set a new password.

My child forgot their password - what do we do?

Children can't reset their own passwords. As the parent, you can do it for them:

Tap the settings icon (⚙️) in the upper right corner.
Go to account settings.
Select "Change Child Password."
Choose the appropriate child from the dropdown and set a new password.

Your child can then log in using the new password you've created.

What can my child do with their own login?

Your child's account is designed to be age-appropriate and clinically focused. Here's what they can do:

Goals & Rewards: View their assigned goals and rewards, tap to see details, mark goals as done, and redeem rewards. They cannot add, remove, or modify goals or rewards — that's the parent's role.
Chatbot: Start a guided chat with Manatee's built-in chatbot. The chatbot is based on exercises developed by our clinical psychologists and uses a multiple-choice format (no free text) to guide kids through helpful, CBT-based conversations.
Account: View their accumulated points on the dashboard. They cannot change their name, username, or password — those changes must be made by the parent.
Notifications: Receive alerts when a parent approves or rejects a completed goal or a redeemed reward.

Who can see what in the app — parent vs. child accounts?

Parent accounts have full visibility and control: they can manage goals and rewards, communicate with the Care Coordinator, view schedules, manage billing, and approve or reject their child's activity.

‍

Child accounts have a limited, child-friendly view focused on their goals, rewards, points, and the chatbot. Children cannot access billing, scheduling, or Care Desk features.

What do I do if the app isn't working or I'm experiencing a technical issue?

First, try closing the app completely and reopening it. If the issue persists, make sure your app is updated to the latest version.

‍

If you're still having trouble, reach out to your Care Coordinator through the in-app messaging tab and they'll help get it sorted; if you cannot access in-app messaging, send an email to support@getmanatee.com.

Goals & rewards

Who designs the goals and rewards library?

Our goals library is designed by a team of clinical psychologists who specialize in children with behavioral and developmental disorders — including expertise in autism, anxiety, ADHD, sensory issues, emotional challenges, and trauma responses.

‍

The framework behind behavioral goals is Cognitive Behavioral Therapy (CBT), which is grounded in the idea that our thoughts, emotions, and behaviors are all connected: what we believe shapes how we feel, and how we feel shapes how we behave. Goals focus on observable behaviors, making it easier to track progress and celebrate wins.

What makes 'good' goal?

The best goals are SMART goals:

Specific – Clear and unambiguous. Ask: What exactly needs to be done? Where? Who is involved?
Measurable – You should be able to tell when it's been achieved. What does completion look like?
Achievable – Realistic and attainable. Goals should stretch your child, not defeat them. Building confidence through small wins matters.
Relevant – It should matter to your family and align with your child's current needs. Ask: Is this the right time? Does this fit our other goals?‍
Timely – Every goal needs a deadline. In the Manatee app, you set an expiration date between 30 and 90 days.

How do I assign a goal?

Go to your Family tab and select Child Goals & Rewards.
If you have multiple children, select the right child from the dropdown.
Tap "Assign Goals" or "Manage."
Browse the goals library or create a custom goal by tapping the "+" button.
To customize a premade goal, tap its name and select "Copy and Edit."
You can also set reminders to prompt your child to complete their goal.

How many goals should I set?

We recommend 2–3 goals at a time. More than 3 can become overwhelming and dilute focus. Behavioral change is most effective when attention is concentrated on a few key areas at once.

How does my child mark a goal completed, and how do I approve it?

For child:

From their home screen, they tap the goal they completed.
They tap "I Did It!" to mark it as done.

For you as the parent:

You'll receive a notification — tap the notification icon (🔔) in the app.
Review the completed goal. If verified, tap Approve. If not, tap Reject. Either way, your child will be notified.
If approved, your child is awarded their points automatically.

You can also mark a goal as complete on your child's behalf by swiping the goal in the Family tab and tapping "Mark Done."

How quickly should I approve a goal achievement after it has happened?

As soon as possible! Timely approval reinforces the behavior and strengthens the reward system. In the beginning, you may want to have a quick check-in conversation before approving.

‍

Over time, as trust builds, you may feel comfortable approving right away. The faster the feedback loop, the more motivating it is for your child.

What makes a good reward?

The best rewards are personalized and meaningful to your child. We also believe the most powerful rewards involve quality time and bonding — things like game nights, baking together, or a special outing.

‍

Work with your child to choose rewards they're genuinely excited about. A mix of easy-to-earn rewards (low points) and bigger aspirational rewards (high points) keeps motivation high.

How many rewards should I set?

We recommend 2–4 rewards at a time, with a mix of:

Easy rewards (around 5 points): Quick wins that keep your child engaged day-to-day.
Bigger rewards (20+ points): Something to work toward over time.

This balance creates both immediate gratification and longer-term motivation.

How do I add a custom reward?

Go to the Family tab and select Child Goals & Rewards.
Select the appropriate child.
Tap "Manage Rewards."
Select the custom reward option (marked with the ✏️ edit icon).
Give it a name, an optional description, a point value, and a relevant image.
Tap "Save Reward."

The custom reward is now saved permanently and available for all children on your account (but not automatically assigned to others).

How does my child redeem a reward?

Your child taps "View Rewards" on their home screen.
If they have enough points, they tap the blue "Claim" button on the reward they want.
You'll receive a notification to approve or reject the redemption.
If approved, points are deducted and your child is notified. If rejected, their points stay the same and they're notified as well.

Rewards with a 🔒 lock icon mean your child doesn't have enough points yet — they'll see a progress bar showing how many more points are needed.

How quickly should I ‘honor’ a reward after it has been redeemed?

As soon as possible — ideally the same day, especially for time-sensitive rewards like "pick what's for dinner tonight." The closer the reward is to the achievement, the more effective it is. For rewards that require more planning (like a special trip), start planning immediately and communicate the timeline to your child so the anticipation stays positive.

Can my child lose points?

Points are awarded upon goal completion and deducted when rewards are redeemed. Points are not taken away as punishment. The goal system is designed to be positive and encouraging, not punitive.

What if I want to edit or remove a goal that's already been assigned?

You can manage all active goals through the Family tab. Tap on the goal and look for options to edit or remove it. If you have questions about whether to adjust a goal, it's always a great topic to bring up with your child's therapist.

Chatbot

Who is my child talking to when using the chatbot?

The chatbot is a clinically designed conversational tool — not a human and not a free AI. It's built on exercises and conversations developed by our clinical psychologists using Cognitive Behavioral Therapy principles.

‍

It functions like a guided, multiple-choice experience: your child selects from provided responses, and the chatbot delivers the most relevant and helpful content based on their answers. After each exercise, the chatbot asks if the conversation was helpful — this feedback helps us improve the experience over time.

Is the chatbot monitoring my child's mental health?

The chatbot is a supportive tool designed to help your child reflect on their day and practice healthy thinking patterns — it is not a diagnostic tool or crisis resource. If your child is experiencing a mental health emergency, please contact a medical professional or call/text 988 (Suicide & Crisis Lifeline) immediately.

Can parents see what their child says in the chatbot?

For privacy purposes, you will not be able to see your child’s selections to the chatbot’s guided, multiple-choice prompts.

Care desk

How do I complete the clinical evaluation?

When your provider sends you a clinical evaluation, you'll be prompted to complete it when you open the app.

‍

Open the Manatee app.
Tap "Next" on the screen that says "Complete [Child's] Clinical Evaluation."
Answer each question — your provider won't receive results until all questions are complete.
When you see the thank you screen, your evaluation is done. Tap "See Results" to view your family's summary.

If you skip it, you'll be prompted again the next day. If it doesn't reappear, close and reopen the app. Still having trouble? Message your care team in the messaging tab.

How do I complete my forms?

Your home screen will show a "Your To-Dos" alert when forms are incomplete. Tap the arrow (➡️) to go directly to them.
You can also access forms via the Care Desk tab → Documents tab, where you can complete them individually.

Can I see my appointments in the app?

Yes. Your next session is visible on your home screen. To see all upcoming sessions, go to the Care Desk tab → Schedule tab, where you can view appointments for the next 30 days.

How do I reschedule my session?

In the Care Desk → Schedule tab (or on the home screen), tap the three dots (⋯) on the session you want to change.
Select "Reschedule."
Choose a new date and time, then tap "Reschedule" to confirm.

⚠️ Important: Rescheduling within 48 hours of the session start time will incur a $99 late rescheduling fee. Please reschedule as early as possible.

How do I reschedule my session?

In the Care Desk → Schedule tab (or on the home screen), tap the three dots (⋯) on the session you want to change.
Select "Reschedule."
Choose a new date and time, then tap "Reschedule" to confirm.

⚠️ Important: Rescheduling within 48 hours of the session start time will incur a $99 late rescheduling fee. Please reschedule as early as possible.

How do I cancel my session?

In the Care Desk → Schedule tab (or on the home screen), tap the three dots (⋯) on the session.
Tap "Cancel Session."
Select a reason and confirm.

⚠️ Important: Canceling within 48 hours of the session start time will incur a $99 late cancellation fee.

What equipment do I need for telehealth sessions?

To ensure sessions run smoothly, we recommend:

A desktop computer or laptop with a webcam, speakers, and microphone — OR a smartphone or tablet with updated software.
A strong, stable internet connection. If possible, use a wired connection for the best quality.
Test your video and audio settings before your first session so there are no surprises.

How do I join my telehealth session?

Sessions are held on Zoom. We recommend downloading the Zoom app on your device ahead of time.

On phone/tablet: Open the Zoom app at session time and tap "Join Session," or use the Zoom link in your session reminder email.
On computer: Open the Zoom desktop app, locate the session link in your email or calendar invite, or copy the link from the Manatee app home screen.
From a web browser (no download): Click your join link, dismiss the pop-up to install Zoom, and click "Join from your Browser" at the bottom of the page. Allow microphone and camera access, enter your name, and click Join.

How can I improve my video connection quality?

Use a wired internet connection when possible.
Close all other apps and browser tabs before the session.
Avoid downloading large files during the session.
Sit closer to your Wi-Fi router if using wireless.

How do I update my insurance in the app?

Go to the Care Desk tab → Billing → Insurance.
Tap the "+" button to add a new insurance policy.

Our billing team will confirm the update and follow up via in-app messaging.

How do I pay an invoice?

Your home screen will show unpaid invoices under "Your To-Dos." Tap to go directly there, or navigate to Care Desk → Billing.
Tap "Pay" on the invoice you'd like to pay.
Select your payment card on file (or add one if needed).
Tap "Pay Invoice" to complete payment.

How do I message my care coordinator?

Open the Manatee app and go to the Messaging tab. From there, you can send a message directly to your Care Coordinator. They're your main point of contact for scheduling, billing questions, and anything else related to your family's care experience.

How do I contact Manatee if I can't access the app?

You can call us at (213) 558-4348 to speak with a Care Coordinator. You can also email our billing team at billing@getmanatee.com for billing-related questions.

‍

For technical support, email us at support@getmanatee.com.

Crisis & Safety

What should I do if my child is in crisis?

Manatee is not a crisis service. If your child is in immediate danger or experiencing a mental health emergency, please:

Call 911 for immediate emergencies.
Call or text 988 to reach the Suicide & Crisis Lifeline (available 24/7).
Go to your nearest emergency room.

Once your child is safe, please inform your Manatee Care Coordinator and therapist so your care team can provide appropriate follow-up support.

How do I reach someone at Manatee urgently?

For urgent (non-emergency) matters, message your Care Coordinator in the Manatee app or call (213) 558-4348. For a true emergency, please call 911 or 988 first.

Need support? Get started here!

Services

Billing & insurance

Returning families

Manatee app

Account & set-up

Goals & rewards

Chatbot

Care desk

Crisis & Safety

Need support?
Get started here!