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Client Policies

Your Guide to a Clear and Supportive Coaching Experience

Client Policies & Procedures

At New Frontiers, we believe in transparency and clear communication. This section outlines our key policies and procedures to ensure a seamless and supportive coaching experience. From scheduling to payment plans, learn how we operate and what you can expect as a client.

Welcome to New Frontiers

On behalf of the entire New Frontiers staff, I would like to take this opportunity to welcome you to our family. We are enthusiastic to serve you and look forward to working together as a team. New Frontiers is committed to helping clients reach their fullest potential through a collaborative, creative and flexible coaching model. Focusing on executive skills promotes the identification of goal directed behaviors and strategies to achieve self-actualization. Please find below an outline of our Client Processes and Procedures. Feel free to email your respective Coordinator if you have any questions regarding the policies.

Throughout this page, there are some terms describing people that you may not be familiar with yet. Here is a quick breakdown:

  • Client:
    • The person receiving services
  • Stakeholder:
    • The person(s) who secures payment for supports or is invested in the supports in some fashion – which includes parents/guardians, managers/bosses, mental health practitioners)
    • If you secured services yourself, you are your own Stakeholder
  • Coach:
    • The professional working with the client
  • Coordinator:
    • The professional who is main point of contact for stakeholders

Once a signed agreement has been received and payment has been successfully processed, you will be connected to a Coordinator. This Coordinator will also be responsible for overseeing coaching sessions and being the Stakeholder point of contact. We match clients and coaches based on multiple factors. During the consultation, or when a coach switch request is received, we ask questions to help guide us in the matching process. 

These are some factors we consider:

  • Coaching and content area needs
  • Personality and temperament of the client
  • Availability and scheduling preferences
  • Coach preferences (i.e. personality, temperament, gender, approach, etc.) 

We believe the relationship between clients and coaches is the bedrock to session effectiveness. Coaches are a resource for clients, allowing the formation of a trusting relationship between the two. This is why the Coordinators act as the Stakeholder Liaison. The first session serves to begin building rapport and establishing the guidelines of their relationship (i.e. methods of communication, systems of accountability, roles and responsibilities, etc.)

Sometimes it takes a few sessions for a coach and a client to get into a rhythm and routine with regards to supports. Please bring any questions or concerns regarding the coach matching process to the Coordinator. If a client or Stakeholder shares concerns regarding the coach, we will first attempt to problem solve the issue(s) with the current coach, and then determine if switching coaches would be in the best interest of all stakeholders involved. The coach switching process can take up to 7-10 days, and the Coordinator may step in as a substitute coach until the new coach is identified and scheduled.

One of the first things we do with clients is establish a set schedule of coaching sessions and check -ins. The consistency of this schedule helps increase effectiveness of supports. We are flexible in rescheduling and canceling sessions (within policy guidelines), but having a set schedule ensures that the supports are ongoing and targeted. New Frontiers will provide a recommended number of hours/meeting times per week, which can be adjusted as necessary.

  • We encourage clients to reach out to their coaches outside of sessions when they encounter obstacles. Not only does this help to identify areas of difficulty, but it encourages a help-seeking mindset. Coaches help teach clients how to identify when they are struggling and what to do when they encounter a problem (Please see below for billing guidelines).
  • Coaches are not expected to be available at any given time, but they do their best to accommodate clients’ needs. Clients can request additional sessions outside of their planned sessions, and coaches will do their best to accommodate. Many times coaches and clients will determine together to schedule additional sessions.
  • Coaches try to be available via text and email within reason.

If coaches are sick or otherwise unavailable, they will do their best to reschedule at a time that works for the client. When there are time sensitive assignments/deadlines, either the Coordinator or a substitute coach will be provided to support the client (based on availability). For in-person sessions, finding coverage for in-person may be more challenging, so virtual coverage will be offered as well. 

There is typically a 24-hour rescheduling/cancelation policy with regards to coaching sessions. Rescheduling sessions occurs directly with coaches. We understand that clients may have a difficult time attending sessions promptly or canceling sessions within the 24-hour time frame. Therefore we develop systems with the client to encourage successful time management, such as text/phone/email reminders, confirming sessions the day before, etc. The first time a client misses a scheduled session without rescheduling/canceling the session within the 24-hour period, the coach will not bill the client and will use the opportunity as a learning experience in time management (not applicable to in-person sessions). After that, the client will be billed for “No Shows” for the originally scheduled session time. The coach will use the time to continue to try and get in touch with the client, as well as set the client up for success until the next session is held – this may take the form of reviewing classes, responsibilities, creating a list of tasks the clients should work on, etc. This information will be communicated in the session notes.

We use our RASP process for running sessions. RASP stands for:

  • Review
  • Assess
  • Strategize
  • Plan

We use this breakdown to determine what can be accomplished in various session lengths. Here are typical times for each:

  • Reviewing – 5 to 10 minutes
  • Assessing – 5 to 10 minutes
  • Strategizing – 30+ minutes
  • Planning – 5-10 minutes

These are not rigid timeframes, but they can help you understand what can be accomplished in the various lengths of sessions. If you have a 15 minute session, you may not get to strategizing within that session. These are “check in” sessions where we would Review, Assess, and Plan.

Sessions are billed in increments of 15 minutes for:

  • Scheduled coaching session
  • Ad-hoc sessions that are added in on an as-needed basis
  • Additional support in between sessions that go longer than 10 minutes (text, phone call, email, or video call)
  • Stakeholder communication as outlined in the Stakeholder Communication section below
  • Missed sessions that were scheduled without 24-hour notice
  • Scheduled daily texts (15 minutes per week)

If clients are late to sessions, the session will be billed from the originally scheduled start time.

Reasons to text:

  • Requesting an ad-hoc session
  • Canceling or attempting to reschedule session
  • Feedback and Support
    • If quick, will address via a text or phone call if coach is available
    • If more time is needed, coach will redirect towards scheduling an ad-hoc session
  • Good News Updates!

Avoid

  • Attempts to receive support solely via texts
  • Continual offering of new dates/times to reschedule
  • Continually texting if no response received
  • Expectation of immediate response
  • Crisis texts

Scheduled text messages are billed as 15 minutes per week.

The Coordinators are the point of contact for Stakeholders. Stakeholders are defined as anyone who is not the individual receiving the coaching supports (e.g. guardians, managers/bosses, mental health practitioners). If you decided upon, and secured services yourself, you are your own Stakeholder. They are there to answer questions and address concerns that guardians may have regarding supports. We highly encourage stakeholders share with the Coordinators objective facts that they are seeing/hearing outside of sessions. This information helps the Coordinators support coaches in adjusting supports to meet the needs of the clients. Coordinators are available by appointment. Access to your assigned Coordinator’s calendar will be available for you to schedule a time to speak with them. Additional time can be scheduled by the Stakeholder through the Coordinator’s designated calendar link and will be billed through the clients’ block of hours. Please be mindful of Coordinators’ time and responsibilities by allowing for a reasonable amount of response time.

Developing a trusting relationship in sessions between coaches and clients is important to the coaching process. We kindly ask that Stakeholders limit their communication with coaches so as to respect the Coach-Client relationship. Sometimes we need to share information with Stakeholders, and will inform clients when we need to do so. When clients are 18 years or older, we must receive written consent in order to communicate with anyone on their behalf. Coordinators will reach out if there is a concern regarding the delivery of service. With client approval, session notes can be emailed to others.

Clients and Stakeholders will receive notes after each coaching session. In addition to the coaching session notes, each Client receives 1 hour of complimentary communication/collaboration time when a new contract is purchased or when an existing contract is renewed. An additional hour of communication/collaboration time is added thereafter for every 5 hours of coaching services completed.

Below are examples of how you can use your communication time:

Welcome/Kickoff Meeting:

  • Opportunity for Stakeholders to share their hopes and concerns about coaching
  • Space to set expectations for coaching sessions

Scheduled or Ad-hoc Check-ins, and/or Team Meetings with Other Professionals:

  • Review of current systems and strategies being worked
  • Recent successes and/or positive gains
  • Areas for growth and next steps
  • Red flags or concerns
  • How to encourage generalization of processes developed in coaching sessions in real life contexts

Communication/collaboration with your Coordinator can take the form of phone calls, video conferences, and/or texts/emails back and forth.

If the complimentary communication/collaboration time is used before additional hours are replenished, the Stakeholder is welcome to use the Client’s coaching hours for additional communication.

We take our commitment to providing you with the highest quality service very seriously, and we want to ensure that any concerns you may have are addressed in a timely and effective manner.

If you have a concern or complaint, we encourage you to follow our process for resolution:

Contact your Coordinator: They will work with you to understand your concerns and take appropriate action to resolve the issue.

Contact Services Manager: If your concern is not resolved to your satisfaction, you can escalate it to the services manager. They will review the situation and work with you and your coordinator to find a satisfactory resolution.

For information on Refunds, please go to the refunds page.

To preserve the relationship between the client and coach as a professional one, coaches and staff at New Frontiers cannot accept personal friend requests from current clients on any social networking sites (Facebook, Instagram, etc.) with the exception of LinkedIn.

Please feel welcome to follow the New Frontiers’ accounts that you can find at the bottom of this page.