What is a Personal Concierge at BetterUp?
The Personal Concierge is a support hub staffed by highly trained, multi-lingual professionals who guide employees to the best available resource, such as existing EAPs, wellness programs, and BetterUp Ready coaching.
We proactively guide members
- Provide live onboarding orientations
and getting started guidance - Suggest coaching at key moments
(e.g., performance reviews) - Offer compassionate outreach to
those in need
Members reach us, anytime
- Get answers to nuanced questions
(“What type of coach should I get?”) - Receive personalized resource recommendations
A Personal Concierge directs members to BetterUp resources and tools in the BetterUp Ready platform that address topics such as resilience, mindfulness, personal development and more. They also help members navigate external resources as members register with their EAPs, search for clinical service providers, discuss therapist fit, and/or understand their private insurance options.
Our Personal Concierges are not coaches, therapists, bots, or technical support. They are able to support a member who would benefit from connection to therapeutic support, a Personal Concierge is the bridge between the member and the external support. They are not providing clinical services in any capacity.
A Personal Concierge IS
A personal navigator, helping members find and access the best tools and resources
A supportive and caring professional
A bridge between internal and external resources at BetterUp
A compassionate and patient partner in times of distress, conflict, or crisis
An active, resourceful, responsive companion who drives member engagement on our platform.
A Personal Concierge IS NOT
A coach (our coaches are independent contractors and provide longer term support)
A therapist (we do not offer clinical services in house)
A technical support representative (we have a customer service team for these requests)
A passive and script based question and answer bot
What Qualifications Does a Personal Concierge Have?
A Personal Concierge is passionate about preventative mental health and well-being and joins us from a variety of disciplines, from higher education to clinical care. All of our employed Personal Concierges have training and experience in crisis management and conflict de-escalation. The Personal Concierge Team has continuous oversight from certified and/or licensed professionals.
How Does a Personal Concierge Work with Members?
Supporting members with BetterUp Ready Platform Services: A Personal Concierge provides a compassionate human touch to all members navigating the BetterUp Ready platform. From deciding on which self-guided journey to embark on to which kinds of coaching would be the best fit, a Personal Concierge is always ready to answer questions and provide guidance to ensure that every member gets the most out of their BetterUp experience.
Connecting members to External Services: For BetterUp Ready members who would benefit from connection to therapeutic support, a Personal Concierge is the bridge between the member and the external support.The Personal Concierge will assist a member in navigating their company’s EAP or BetterUp’s external therapy partners in order to secure clinical services that meet a member’s needs and expectations. This can be an interaction between the member and Personal Concierge that happens in one day, or over the course of a few weeks, depending on the support needed. Personal Concierges may in some circumstances respond to members in crisis by guiding them to the appropriate resources such as crisis support hotlines in their location.
What is an EAP?
EAP stands for employee assistance program. Your company may offer an EAP program that can include access to therapy sessions at no cost to you as well as other benefits such as legal help, financial help, access to gym memberships, access to wellness/learning stipends, child care/elder care, pet care and more. Learn more about connecting to your EAP.
What kinds of questions can I ask my Personal Concierge?
Whenever you’re needing some extra support, message a Personal Concierge using the Message Tab—even if you don’t know what your needs are yet! A Personal Concierge is trained to help you craft a readiness and well-being plan and support you as you navigate to the resources needed. Here are some common questions we get from members:
- How do I know what type of coaching is right for me?
- Is therapy, coaching, or both the right fit for me?
- What else can I do on the BetterUp Ready platform besides coaching?
- I don’t feel great, but I don’t know what’s wrong. Can you help me figure out what type of coaching or other support might be a good fit for me?
- Can I help me get started with my readiness and well-being goals so I can find the right type of Coach or Coaching?
What is the difference between a Personal Concierge and a Coach?
A Personal Concierge helps members make the most of their BetterUp Ready experience by guiding them to the resources members need and want, both within the platform and with external services. Personal Concierges have deep knowledge of our internal resources and stay up to date on external clinical offerings each partner offers. They walk with a member in need of assistance until the member has successfully obtained the resource they are seeking. Members are likely to speak with one Personal Concierge during their time with BetterUp Ready but may occasionally interact with another depending on the time of day. Personal Concierges have crisis management training. A Personal Concierge does not, in any instance, work from a clinical or coaching capacity while supporting a member on BetterUp Ready, regardless of their background. The majority of Personal Concierge discussions happen over in-app messaging, although a Personal Concierge can schedule video or call sessions with members on Zoom when appropriate or requested.
Coaches are trained professionals with a mental health background and/or advanced coach training and experience. Coaches are paired with members during onboarding, and a coach and member meet at a regular cadence, usually over video sessions, and touch base between sessions by messaging in the app. Coaches may not have crisis management experience, and are not familiar with the specific clinical resources available to each member. If a Coach feels a member is in need of these resources, the Coach can recommend their member connect with their Personal Concierge. In this way, Coaches and a Personal Concierge may work collaboratively. Coaches work with members on present and future oriented, personal and professional development goals, and help members to improve their overall health and well-being.
How do members connect with a Personal Concierge?
When logged into their BetterUp Ready account, members can click on “Messages” on the top menu bar. Once in Messages, members will see a “Personal Concierge” conversation space already present ready for them to message (pictured below).
The majority of Personal Concierge discussions happen over in-app messaging, although a Personal Concierge may schedule Zoom video or call sessions with members when appropriate or requested after a member has connected with a Personal Concierge over in-app messaging.
The Personal Concierge Team is not enabled for technical support
Need technical support? Contact our Customer Support Team.
How? Go to the Message Tab and then scroll down to the Customer Support space on the left. (See the screenshot above)