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SMILE Canada

Written by Abdullah Khan

SMILE Canada Counseling Program

  • Program: Smile Canada

  • Platform Tag: DB - Smile Canada

  • Program Sheet Funded by: Smile Canada

  • Owner(s) & Role(s): Ayse Aktas (DRI) & Fauziya Tayyab (CCT Support)

  • Launch Date: June 15, 2026

  • Teams Impacted: Programs Team, Client Care Team, Operations Team

Purpose & Summary

The SMILE Canada Counseling Program is a fully funded virtual counseling program launched through the partnership of Ruh and SMILE Canada. SMILE Canada - Support Services is a registered charity dedicated to supporting children and youth with disabilities and their families through culturally responsive programs, service navigation, and family support.

Through this partnership, Ruh will provide Islamically aligned and culturally responsive virtual counselling services for persons with disabilities, caregivers of persons with disabilities, and families supported through SMILE Canada. This partnership allows SMILE Canada families to access trusted mental health support through Ruh while keeping funding eligibility, approval decisions, and case navigation directly managed by SMILE Canada.
​
Clients are referred directly by SMILE Canada case navigators and are approved for a specified number of sessions before the referral is sent to Ruh. Once referred, Ruh supports the client journey by matching clients with the appropriate therapist, supporting onboarding and scheduling, delivering therapy services, and managing the direct billing and reimbursement tracking.

  • Goal: Provide fully funded, accessible, Islamically aligned, and culturally responsive virtual counselling support for eligible SMILE Canada clients and families.

  • Partners: Ruh × SMILE Canada

  • Funding Model: 100% funded virtual therapy billed at the therapist’s regular session rate.

  • Eligibility & Approval: Funding eligibility, specified number of sessions (average of 5), and approval decisions are solely handled directly by SMILE Canada.

  • Referral Flow: SMILE Canada case navigators approve coverage and share directly with Ruh by emailing [email protected].

  • Virtual Sessions: All sessions are delivered virtually by Ruh therapists whom are approved by Ruh Clinical Leadership Team to serve SMILE Canada clients which may be viewed here.

Eligibility

  • Who Qualifies: Clients who are referred directly by a SMILE Canada case navigator and reside in Canada. Ruh does not independently approve clients into this program and does not reassess eligibility or funding approval once a client is referred. The number of approved sessions is determined by SMILE Canada prior to the referral being sent to Ruh. Extensions could be requested but are rarely granted.

Intake & Client Journey

Intake Flow: SMILE Canada Case Navigator → Referral Email Received to [email protected] → Client Care Team Contacts Client → Therapist Matching → Signed Consent and Release Form to SMILE Canada → Session Booking → Care Begins

  1. SMILE Canada Case Navigator: Aala Elsayed ([email protected])

  2. Referral Email Received to [email protected]:

    • Client name

    • Email

    • Phone number

    • Number of approved sessions

    • Invoice submission deadline

    • Appointment type requirements (if applicable)

    • Additional matching considerations where relevant

  3. Client Care Team Contacts Client: Contact client using "

    💰

    SMILE Canada - New Client Match" Intercom Macro + phone if needed.

  4. Therapist Matching: Consider additional matching details where relevant.

  5. Session Booking: Book session as usual.

  6. Signed Consent and Release Form to SMILE Canada: From the platform send the request form completion for "Consent to Release and/or Obtain Information." Send the "

    💰

    Smile Canada - Consent to Release and/or Obtain Information" Intercom Macro to ensure Consent and Release Form is signed through the platform before the first session takes place.

  7. Care Begins

Quick Links

  1. Therapist Matching Info Sheet: To match clients with SMILE Canada approved therapists by referencing column R here.

  2. SMILE Canada Internal Landing Page: www.ruhcare.com/program/smile-canada

  3. Google Form for Direct Billing Logging: To submit 3rd Party Billing for SMILE Canada Clients click here.

  4. Google Form for Payment Logging: To confirm payments that have been paid for SMILE Canada Clients click here.

Actions Required (as of June 15, 2026)

Note: Please refer to the

🦆Program Details tab in Programs sheet for the most updated actions required

  • Actions Required - New Client

    • Add “DB - Smile Canada” tag to client account

    • Add Quick Note with approved sessions and invoice deadline

    • Add client to Program Clients sheet

    • Send Consent to Release and/or Obtain Information form request on the platform

    • Send "

      💰Smile Canada - Consent to Release and/or Obtain Information" Intercom Macro

    • Match and book client with therapist

    • Maintain approved session tracking

  • Actions Required - Ongoing - Occurred - Late Cancellation

  • Actions Required - Extension

    • If client or therapist requests for session extension, e-mail Aala Elsayed ([email protected]) using the "

      💰

      SMILE Canada - Extension Requested" macro.

    • If approved, in the Program Clients sheet, increase the "Number of sessions approved" to the new total with the old + additional sessions added together.

    • In the Program Clients sheet, in the "Notes" column, add a note "Contacted THERAPISTNAME on MMM DD, 2025. Approved # more sessions."

Systems Involved

  • Intercom [email protected] inbox: To receive all referrals and initiate matching.

  • Ruh Care Platform: Client tag "DB - Smile Canada"

  • Programs Sheet:

    • Program Clients tab: Add client and coverage details (fill light blue cells: name, approved rate, allocation, sessions left).

    • Programs Log tab: Record sessions occurred/late cancellations with dates.

Intercom Assets

  • Intercom Macros:

    • 💰

      SMILE Canada - New Client Match

    • 💰

      SMILE Canada - Consent to Release and/or Obtain Information

    • 💰

      SMILE Canada - Claim Submission

    • 💰

      SMILE Canada - Extension Requested

    • 💰

      SMILE Canada - Unable to Contact/Book

Charging Client Flow

  • Status = Occurred: CCT cancels platform auto-charge each session. Capture it in the Programs Log.

  • Status = Late Cancellation: CCT cancels platform auto-charge each session. Capture it in the Programs Log.

Direct Billing Flow

Claim Tracking

Important Note

  • Only clients referred directly by a SMILE Canada case navigator are covered under the SMILE Canada funded program. Clients who independently contact Ruh through SMILE Canada referral pages, public referral sources, or general intake pathways are considered regular referrals and are not automatically approved for funding coverage under this program.

  • Funding approval, financial eligibility assessment, and approved session allocation are determined solely by SMILE Canada prior to referral submission.

  • Ruh’s role begins once the funded referral has been formally received from a SMILE Canada case navigator.

  • If you have any ideas to help improve the flow or add optimizations please do share! We always invite feedback and look forward to hearing your thoughts. Bismillah!

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