Policy
A client is asking for a letter or signed document. Can I provide this for them?
No
What is the client to therapist word ratio capped at?
2:1
How many words equals one minute in async messaging therapy?
40
How long do I have to complete documentation?
48 hours
How do I reach out to People Ops?
Link to submit a ticket.
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 off on your TS account
If I need to reach out to IT, what is their email?
ithelp@talkspace.com
What are the steps to take when considering working with international clients?
Defer to your licensure board and the licensing board of the country (if applicable.) Check liability insurance to make sure international care is covered.
How do I discharge a client?
Write a discharge note.
How many words do I get if I send a PDF to a client?
150
If I need to reach out to IT, what is their email?
What is the first step of the SAFE process?
SEND a mandatory protocol script
What are the two limits of sending scripts?
-Can feel impersonal
-Can limit conversations
-Doesn’t always provide a narrative for keeping the conversation going
-Can put providers over the 2:1 ratio
A client wants me to speak to their doctor. What do I tell the client?
When do I need to have a diagnostic assessment completed?
After 2-3 sessions.
What is the second step of the SAFE process?
ASSIST and ASSESS immediately.
What do I do if I receive 40 minutes worth of audio messages from a client?
-Let the client know that you will respond over time
-Only need to respond to 1-2 messages at a time
I need to take the day off unexpectedly. What steps do I take?
Alert your TL through gchat or email
Put time off request in Bamboo (see above for directions)
Put time off in the TS platform; this will automatically cancel any live sessions for the day and alert your clients that you are off
Follow up with clients as soon as possible
What is the third step of the SAFE process?
FIND local help when needed.
When do I discharge a client?
After 12 weeks of no engagement.
What customer support email address do my clients with an EAP or BH plan use to ask questions?
partners-support@talkspace.com
When do I complete an adverse incident report?
Client SA, when you have to call EC or emergency services, client psychiatrist hospitalization, CPS/APS report
What is the fourth step of the safe process?
EXPEDITE a safety plan.
Where do I find a client's IP address and when would I use it?
Under actions, emergency contact login.
If the client is not at home and in danger.
When is it likely an appropriate time to reach out to a client's emergency contact?