Who answers the phone?

Ian Brown (founder) or Roxcy Brown (co-founder and Director of Family Programming, LMFT-A, CCPS-C) answers directly during business hours. There is no call center and no answering service. If neither of us can pick up, you reach voicemail — no receptionist, no phone tree — and we return the call within one business day.

What if I break down and cannot get words out?

That is welcome and it is normal. Most first calls include some silence. You can pause, breathe, take as long as you need. If it helps, you can text the same number instead — text (512) 877-8616 — and start the conversation in writing.

Will this show up on my phone bill or caller ID?

The caller ID and billing descriptor reads "Iron Ridge Recovery, LLC" — clinically neutral and not descriptive of what we treat. If a shared phone bill is a concern, texting or emailing us is often more discreet than calling.

Will you judge me?

No. We do not use the word "addict" unless you use it first. We meet you in your language. Whether you are here because you are struggling, because your partner is struggling, or because you are not sure what is happening — you will not be judged for what brought you to dial.

What if my partner or family finds out I called?

We never contact you unprompted. If you call and hang up, we do not follow up. If you leave a voicemail with a number, we return that call — because that is what you asked for. You control every follow-up: whether we call, when we call, and whether we text, email, or nothing at all.

Will you try to sell me something?

The first call is a conversation, not a pitch. No pricing until you ask. If it turns out we are not the right fit for what you are experiencing, we will say so and point you elsewhere. If you are the right fit, we will explain how the program works and what it costs — only after you ask.

Will this go on my insurance or a database?

No claim is filed for a first call. Nothing goes to insurance until you have decided to become a client and you have explicitly consented. Nothing goes to any background-check database, credit report, or public record. You are simply having a conversation.

What if HR or my employer finds out?

We do not contact employers, ever. IOP scheduling accommodates working professionals — most clients complete the program without their employer knowing. If you use out-of-network insurance for reimbursement, that is a superbill you submit privately, not something we transmit to your employer or plan sponsor.

What if I do not want to give my name?

You do not have to share your name on the first call. Many callers start anonymous. When and how you identify yourself is your choice.

How long will the call take?

Usually 10 to 15 minutes. You can hang up at any point, without explanation. If the call is going somewhere useful and you want to keep going, we can go longer — but 15 minutes is enough to figure out whether we are a fit.

What if I am calling about someone else, like a spouse, a son, a friend?

About one in three first calls are from a spouse, parent, sibling, or adult child calling on someone else's behalf. That is welcome. We will not push you to make your loved one do anything they are not ready for. We will help you think through what actually helps.

Will you understand betrayal trauma, or will you treat it like a marital spat?

Partner care at Iron Ridge is directed by Roxcy Brown, LMFT-A, CCPS-C, trained through APSATS in the Multidimensional Partner Trauma Model. Betrayal trauma is her clinical specialty. If you are calling as the partner, Roxcy or a member of our founding team will hear you as someone carrying a trauma diagnosis, not as one half of a couple in conflict.

Do I need my partner's permission or knowledge to reach out?

No. You do not need your partner's permission to start. You do not need to have decided anything about the relationship. You need care, on your own timeline.