When parents call STO for the first time, their voices often sound the same—hesitant, tired, and worried. Many parents apologize before asking questions or are unsure where to begin. The office team is typically the first point of contact for families, answering questions about programming, admissions, insurance, and conducting prescreen calls. Over time, it has become clear that many parents share the same fears, even though every family’s situation is unique.
“I am scared this means something is wrong with my child.”
This concern is often said directly or implied during conversations with parents. Reaching out does not mean that something is “wrong.” It means a family may be struggling and is taking steps to get the support they need.
Many teens who attend our IOP are navigating anxiety, depression, self-harm, trauma, or major life transitions. These teens are not broken, and families are not alone in this journey. Our program is not designed to “fix” anyone, but to foster a safe environment where teens can learn skills and process emotions at a pace that feels right for them.
“I feel like I have failed as a parent.”
This fear comes up more often than parents may realize. Families who reach out often care deeply about their teen’s well-being and are seeking additional support after trying other options.
From our perspective, calling STO reflects care, advocacy, and commitment to a teen’s growth. Taking that first step shows a willingness to use available resources to support not only the teen, but the family as a whole.
“What if my teen hates IOP or hates me for calling?”
This fear is especially common during the prescreen process. Many teens feel unsure or resistant at first, and that reaction is completely normal. Uncertainty does not mean IOP should be ruled out or that it won’t be helpful.
It’s common for teens to feel nervous about group therapy and unsure of what to expect. Parents are often surprised when teens later share that they are glad they joined and that it wasn’t as bad as they feared. Building trust with teens takes time, but it is often where meaningful change begins.
“I do not know if we are ‘bad enough’ to call.”
Parents often worry they are overreacting or taking things too far. Families do not need to be in crisis to contact an IOP. Prescreen calls and the admissions process exist to help determine fit—not to judge whether a family deserves care.
Sometimes IOP is the right next step, and sometimes it isn’t. Either way, STO is here to provide support and resources. Making that initial call opens the door to guidance, education, and referrals, even if IOP is not ultimately the best fit.
“I am overwhelmed by insurance and cost.”
This is one of the biggest stressors families mention. Insurance can be confusing—even for those working in healthcare. Part of STO’s role is to help explain benefits, authorizations, and costs as clearly as possible.
Families are encouraged to ask questions as many times as needed. Transparency is extremely important to us. In some cases, even when a plan is initially out of network, it may be possible to work with insurance companies through options such as a single case agreement. This allows us to provide care to as many families as possible while keeping costs as manageable as we can.
If there is one thing families should know before making that first call, it’s that they are not alone—and they are not a bother. These conversations are an important part of the work we do at STO, and our team is here to support families from the very beginning.
If you are considering reaching out, know that we are here to help and always strive to meet families where they are.