Coaching contract

What is coaching at Brain in Hand?

Brain in Hand coaching is a collaborative process between you, your coach, and our technology, designed to empower you to reflect on your personal experiences, identify strategies that work for you, and take purposeful action to achieve your goals.  

Our approach enables people to build confidence and capability, leveraging both expert human guidance and our mobile app. Brain in Hand coaching focuses on active listening, asking thoughtful questions, and supporting individuals to discover their own solutions. 

Coaching isn’t therapy or a diagnostic service, and it doesn’t replace mental health or emergency services. Instead, it’s a collaborative process that empowers you to make positive changes in areas like work, health, or relationships. The choice of focus is entirely yours.

What to expect from your coaching sessions

Coaching sessions are held on Microsoft Teams and are booked for one hour (but you don’t need to use the full-time). During your session, you can:

•    Choose to have your camera on or off

•    Use the chat function 

•    Bring any items that help you feel comfortable

•    Move around if it helps you relax

If there’s anything else you need to feel at ease, let your coach know.

You can read more about what to expect here.

What are your and your coach’s responsibilities?

Your coach is there to help you set and achieve your goals, but the process works best when both of you actively participate. Here’s what you can expect:

Your coach’s responsibilities:

•    Maintain confidentiality, unless there are safeguarding concerns.

•    Create a safe, non-judgmental space for open dialogue.

•    Offer guidance and support without giving direct advice.

•    Respect agreed boundaries, including session duration and schedule.

Your responsibilities:

•    Attend your sessions on time 

•    Be open and honest about your goals and challenges.

•    Take responsibility for identifying and working towards your goals.

•    Provide feedback about the coaching process.

•    Provide 48 hours notice if you need to cancel your session.

Shared expectations:

•    Foster a respectful and trusting relationship.

•    Periodically review progress and adjust goals as needed.

•    Collaborate to create a system that supports your ongoing growth.

How many coaching sessions can I have?

Your Brain in Hand licence includes up to one personal coaching session per calendar month, and you can choose to have 3 additional sessions within your first three months to build a relationship with your coach and feel more confident using the app.

If you're going through a period of transition or facing particular challenges, we understand that flexibility is important. Please speak to us if you need to adjust the frequency of your sessions — we're here to help make sure you get the support you need, when you need it.

Please note that any unused sessions within a given calendar month cannot be carried over or used at a later date, so we encourage you to make the most of the support available to you each month.

You can read more about booking a coaching session here.

What if I need to cancel or reschedule?

If you need to cancel or reschedule, we require you to give your coach at least 48 hours' notice so that another user can book the session slot. If you cancel four or more sessions without notice in a 90-day period, we’ll review your coaching schedule in line with our acceptable use guidelines.

You can read more about cancelling a coaching session here.

What if I am running late to my session?

We want you to make the most of your sessions and use the time booked in the best way possible. However, we understand that sometimes delays are unavoidable.

If you are running late: Please email or text your coach as soon as possible. Your coach will wait for up to 30 minutes from the scheduled start time. If you haven’t heard joined the call by then, your coach will cancel the session.

If you are late and haven’t made contact: Your coach will attempt to reach out to check whether you’re still planning to attend. If there is no response, the session will be cancelled 15 minutes after the scheduled start time.

Can I change my coach?

Yes, you can request a new coach if the current fit doesn’t feel right. Let your coach know or contact us at support@braininhand.co.uk. If your coach leaves Brain in Hand, we’ll ensure a smooth transition to a new coach and will aim to give you as much notice as possible. Please give at least seven days’ notice if you’d like to be rematched to a new coach.

You can read more about changing your coach here.

Can my supporters be involved?

You can involve a supporter, such as a friend, family member, or manager, in your coaching sessions. Add their details in the ‘My details’ section of your Brain in Hand account. Let your coach know if you’d like them to join a session and you can find more information on supporters here.

How is confidentiality handled?

All sessions are confidential. Your coach will only share information if there’s a safeguarding concern. If you’re over 18, you’ll be asked for you consent for your sessions to recorded and/ or transcribed by Teams for training and quality purposes, and you’ll have access to these. These recordings and transcriptions are not shared externally and you can opt out at any time. If you’re under 18, your session must be recorded or be observed by a BIH chaperone. You can let your coach know your preference prior to your session or contact our customer support team at mailto:support@braininhand.co.uk

You can find more information in our safeguarding policy and privacy notice.

What happens when my licence ends?

When your licence ends, your coaching sessions will stop. Before your license ends, you can book a final session to reflect on your progress and discuss next steps. For renewal or funding options, contact our customer support team at support@braininhand.co.uk.

You can read more about your license ending here.