Policy & Procedures
A client is asking for a letter or signed document. Can I do this?
No. Writing letters or signing documents of any kind is outside the scope of practice at TS.
How many words equals one minute?
40
How long do I have to complete documentation?
48 hours
When must I create a Safety Plan?
Current SI and/or history of SI, especially within past year.
Where should clients bring questions about managed care plans?
submit support ticket through Help Center or email partners-support@talkspace.com
How do I reach out to People Ops?
Go to the People Ops link and submit a ticket.
What is the therapist to client word ratio capped at?
2:1
After how many weeks of no client engagement may I clinically discharge a client and complete a discharge note?
after 4 weeks, & make sure to notify the client when you do this!
What tool do we use to ASSESS potential harm to self?
Columbia (C-SSRS)
What is another name for D2C plans?
self-pay
What 3 steps do I need to take if I am requesting PTO?
1. Request time off in Bamboo
2. Mark as "out of office" on Google calendar
3. Mark time off on your TS account
How many words do I get if I send a PDF to a client?
150
When do I need to have a treatment plan completed?
Session 2
When do I complete an adverse incident report?
Whenever help from outside TS is needed: Client SA &/or death, welfare check, client psychiatric hospitalization, CPS/APS report
What category of plan is NYC Teenspace?
DTE
Who should providers contact if they are in a natural disaster and cannot proactively notify their clients?
TL, plus email qualitymanagement@talkspace.com for assistance after 3 business days of being unable to acces the platform.
How can I manage my time when a client sends 40 minutes' of audio messages at once?
-Let the client know that you will respond gradually
-Only respond to 1-2 messages at a time
-Use the star function as a bookmark
For which plan type does an async session end automatically after 7 days, no matter the level of engagement?
EAP
What three factors are present for an individual at imminent risk?
Current intent, plan, and means
Which notes from which plans show up on the Task List?
LVS notes from all plan types; async notes from BH & EAP
What are the steps to take when considering working with international clients?
Check with your licensing board, your liability insurance, and the licensing board of the country in which the client resides (if there is one).
What items should be included in first messages that you send to new clients?
1. Schedule: working days/hours, approximate response time
2. Client plan details
3. Crisis resources
What type of note is NOT a part of the client's record?
Psychotherapy note
Where would I find a client's IP address & why?
Case tab-->actions-->emergency contact login
to share with law enforcement in the event that an at-risk client is not at the address on file
For which plans is billing NOT dependent on note submission?
Self-pay (D2C) and DTE