CUSTOMER SERVICE POLICY

Description:

  • The relationship between Coach and Caregiver is equal in the coaching process. The first step in the relationship process is the development of the caregiver goals. Next, the strategy is drafted with an action plan. Then, Coach holds Caregiver accountable to stay on track, provide guidance and achieve those goals.

Responsibilities of Coach:

  • Coach is trained to utilize heightened communication skills; meaningful questions and deliberate listening skills to support the caregiver as a thinking partner.

  • Coach is intuitive and will guide the coaching sessions as the needs are communicated from the Caregiver; communication from Caregiver may be written, verbal or non-verbal.

  • Coach is not a therapist or counselor. Coaching is not a substitute for therapy, if needed.

Responsibilities of Caregiver

  • Caregiver provides the Session Agenda(s) and is fully present during coaching sessions.

  • Caregiver takes ownership of his/her own physical, mental and emotional well-being, decisions, choices, actions and results.

  • Caregiver will communicate with integrity, be open to honest encouragement and create the time and energy to participate fully in the program.

  • Caregiver accepts the fact that coaching is not to be used as a substitute for professional advice by legal, mental, medical or other qualified professionals and will seek independent professional guidance for such matters

  • Caregiver understands that coaching does not involve the diagnosis or treatment of mental disorders. Caregiver understands that coaching is not a substitute for counseling, psychotherapy, psychoanalysis, mental health care or substance abuse treatment. If Caregiver is currently in therapy or under the care of a mental health professional, caregiver will consult with the mental health care provider regarding the advisability and/or decision of working with a coach.

Confidentiality:

  • This coaching relationship, as well as all information that the Caregiver shares with the Coach is bound to confidentiality  but is not considered a legally confidential relationship. The Coach will not disclose the Caregiver's name as a reference without the Caregiver's consent. Confidential information does not include information that:

    • (a) was in the Coach's possession prior to its being furnished by the Caregiver;

    • (b) is generally known to the public or in the Caregiver's industry;

    • (c) that the Coach is required by law to disclose

 

Release of Information: (optional based upon specific situation)

 

Policies & Procedures:

  • The time of the coaching sessions and/or location will be determined by Coach and Caregiver based on a mutually agreed upon time and place. The Caregiver will initiate all scheduled calls and will call the Coach at the  number f provided for all scheduled meetings

  • Prior to each session, Caregiver will determine the Session Agenda. Caregiver emails Coach the agenda and any background information needed 24 hours prior to each session.

  • Attend all sessions promptly and with an intention to be, ready to engage and take meaningful actions.

  • Feedback is necessary for both Coach and Caregiver. It is critical to be open with thoughts, feelings and preferences before during and after coaching sessions.

Cancellation Policy:

  • It is the Caregiver's responsibility to notify Coach 24 hours in advance of the scheduled calls/meetings to reschedule or cancel.

  • Coach reserves the right to bill Caregiver for a missed meeting. Coach will attempt in good faith to reschedule the missed meeting.

Termination:

  • Either the Caregiver or the Coach may terminate this agreement at any time with written notice.

Refund Policy:

  • After the Coaching program has begun, any unused sessions will not be refunded, but may be rescheduled for up to 12 months after the initial payment.

  • Refunds requested in writing prior to the beginning of the Coaching program will be given in full, less a $50 administrative fee.

  • All unused sessions expire 12 months after initial payment. Unused Coaching sessions may be transferable provided the new Caregiver is ready and willing to actively participate in the Coaching program.

Agreement:

  • This is the entire agreement of the parties, and reflects a complete understanding of the parties with respect to the subject matter.This agreement supersedes all prior written and oral representations.

  • Please sign and return to info@durhamcaregivercoaching.com prior to the scheduled Coaching Session.

​© 2023 by Brenda Davie

Durham Caregiver Coaching Services.

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