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Coach Matching Guide For Members

BetterUp has the world's largest network of licensed and certified coaches in positive behavior change. We have coaches in 70 countries with collective expertise in over 30+ industries that have completed more than 1 million sessions around the world. You can learn more about the accredited community that makes up BetterUp’s Coaches here.  

Our AI technology will find your top coach matches from our global network based on the information you provide when setting up your BetterUp account. You have the ability to connect with your coach at your convenience, right from your phone or desktop for flexible 1:1 virtual video sessions. 

What leads to the most impactful coaching is openness to the process and consistency of sessions--making this investment in yourself! With this in mind, we encourage you to select the coach that resonates most with you and schedule your first session. We've found that the first session can be incredibly helpful, as it allows members the space to ask questions and learn more information about the coach's background that may not have been included in the brief bio presented.

For tips on selecting a coach, please see our Help Center article: What Should I Look for When Selecting a Coach? 

How To Select A Coach During Onboarding

Before your first session, know that your BetterUp Coach is in your corner. Our coaches support you in everything from creating better habits to reaching your personal and professional goals. What you talk about is up to you and everything is 100% confidential. In your first video coaching session, you and your coach will get to know one another and explore what coaching is and how it can help you achieve your goals. In your following sessions, your coach will be an unbiased partner, helping you answer questions that will guide you on your path to growth and success.

We encourage you to watch How to Prepare for Your Coaching Session featuring Dr. Jacinta Jiménez, to help guide you in the BetterUp Coach selection process. 

The following instructions will walk you through the coach selection process during your member onboarding: 

  1. Log in to BetterUp
  2. Select what you'd like to focus on
  3. Complete your self-assessment
    • When you create your BetterUp account, you specify your timezone and preferred coaching language.  In addition to that, when you complete your onboarding assessment, you will be presented with questions about your preferred coaching style. This helps us to identify coaches that will be a great fit for you!
  4. Select a BetterUp Coach from your carefully curated coach recommendations and click Schedule with [Coach Name]                                                                               
    • Though rare, there may be occasions when a coach recommendation set does not surface. If you did not receive any coach recommendations, please reach out to our Support team and we will be happy to help! 
  5. Select a day and time that works for you and your BetterUp Coach from the available options 
    • The coach's available days will be bolded for you to choose from and the session times will be listed below the calendar for your selection
    • To view available 45-minute or 30-minute session availability, you must click the drop-down arrow next to the session length
  6. Click Confirm

How To Select A Coach Post-Onboarding

The following instructions will walk you through selecting a BetterUp Coach if you have completed your onboarding, but have not yet selected a coach.  If you have already selected a coach and would like to try a new coach, please see the instructions in the section, “Trying Another Coach". 

Please follow the instructions below on a web browser:

  1. Log in to BetterUp
  2. Click Discover
  3. Click Personal Coaching                                                                                                                 
  4. Select the type of coach you are looking for from the coaching offerings available to you. (Ie. Dedicated Coach, Specialist Coach, etc.) This varies by program.
  5. Click Find a coach >
  6. You will be provided with a high-level overview of how the type of coach you've selected will support you in your coaching journey
  7. Click Find a Coach                                                                                         
  8. Review the coach profiles you've been provided, and be sure to review our "Tips on picking your coach" located on the right side of your screen.  We also recommend reviewing the following Help Center article: What should I look for when selecting a coach?
    • Though rare, there may be occasions when a coach recommendation set does not surface. If you did not receive any coach recommendations, please reach out to our Support team and we will be happy to help! 
  9. Once you've selected your coach, click Schedule with [Coach's Name]
  10. Select a day and time that works for you and your BetterUp Coach from the available options 
    • The coach's available days will be bolded for you to choose from and the session times will be listed below the calendar for your selection
    • To view available 45-minute or 30-minute session availability, you must click the drop-down arrow next to the session length
  11. Click Confirm 
  12. Congratulations! You have scheduled your first session with your new coach!

Exploring More Coach Options

If you would still like to view additional coach matches after reviewing the coach recommendations you've been provided, we're happy to help! 

Please follow the instructions below on a web browser:

    1. Click Explore more coach matches
    2. If you would like to request something more specific after seeing the additional coach recommendations, click I am looking for something more specific                                
    3. On the right side of the screen, you'll notice a pop-up window that will allow you to select additional language and time of day preferences
    4. Click the boxes next to your preferences
    5. Click Apply changes to view newly curated recommendations based on the preferences you've selected                                                                                                                                                                                       
    6. If you're still needing more support or if you do not see any new coach recommendations, click Explore matches                                                                         
    7. You'll be asked to provide some feedback on your specific needs and coach preferences to make the next coach recommendations a better match for you
      • Examples of coach preference requests that may be difficult to support at this time include spirituality, sexual orientation, and highly specific work experience requests
    8. Our Customer Support team will receive your feedback, curate a new list of coaches for you to choose from, and will reach out to you directly with the next steps

If you are unable to select a coach, we recommend attempting those steps on a desktop device (or via a web browser on your mobile device). This should allow you to successfully review and select a coach. Once you have selected your coach, you can return to the mobile app and fully access BetterUp going forward.

Trying Another Coach

We are happy to do all that we can to ensure that you have a successful coaching journey at BetterUp! If you believe that you and your coach are not a good fit, you always have the option of choosing another coach at any time. If you have not booked a session with a coach already, please see the instructions in the above section “How to Select a Coach Post-Onboarding” 

We recommend completing the following steps on a web browser:

  1. Log in to BetterUp
  2. Scroll down to the “Coaching” section
  3. Select your coach
  4. Click Try another coach > (Located on the bottom, left-hand side of your screen)
    • If you are on the BetterUp mobile app: Click on the three dots (...), and select Try another Coach                                                                                                                                                        
  5. Click Select my Coach
    • If you are on a web browser, you will also have to click Start
  6. Review the coach profiles and select the coach that resonates best with you
    •  Please note that you can only work with one Primary Coach at a time.  Similarly, if you're already connected to an Extended Network (Sleep, Nutrition, etc.) or Care Coach, and want to match with a new coach from that specific coaching type, choosing a new coach will end your engagement with your current coach within that coaching type.  Ending your existing coach connection will allow you to then schedule with your new coach selection. 
    • Example: If you are currently matched to a Sleep Coach and want to select a new Sleep Coach, by selecting your new Sleep Coach you will end the engagement with your existing Sleep Coach. 
    • Though rare, there may be occasions when a coach recommendation set does not surface. If you did not receive any coach recommendations, please reach out to our Customer Support Operations Team via our support widget and our team will be happy to help!
  7. Schedule a time with your new coach and click Confirm

If you would still like to view additional coach matches after reviewing the coach recommendations you've been provided, please see "Exploring More Coach Options" above.

Coach Availability

If a BetterUp Coach that you would like to connect with does not have availability that matches your preferences, we encourage you to find a time that does work for you on their schedule and to schedule a session. Once you have done that, you will be able to send your new coach a message and see if they are able to accommodate a session on a date/time that may not be listed on their schedule. 

If you and your coach are not a fit based on schedule differences, please view the "Exploring More Coach Options" section within this article to curate additional recommendations based on your "time of the day" scheduling preferences. 

Reconnecting With A Previous Coach

We are happy to hear that you had a great experience with your past coach! If your previous coach has open capacity in their roster, they will show as an "available" option with your BetterUp platform.

If you would like to be reconnected with an available previous primary (personal) coach or previous available extended network coach, please follow the steps below:

  1. Log in to BetterUp and scroll down to the “Coaching” section
  2. Click Explore coaching >
  3. Scroll down to "Meet with a previous coach" to view your prior coach(es)
    • Coach(es) can be listed as "Available today", "Available from next week", or "This coach is not available anymore"
  4. If the coach is listed as "Available today":
    1. Click View coach >
    2. Click Schedule to view their availability and schedule your next session
  5. If your coach shows, "Available from next week":
    1. Click View coach >
    2. Click Schedule to view their availability and schedule your next session
  6. If your coach shows, "This coach is not available anymore":
    1. Click Find a new coach > to see more coach options               

Please note that if you are currently matched to a primary (personal) coach, you will have the option to click Stop working with [Your Coach's Name].  You can only work with one primary coach at a time. This means that choosing a new coach will end your engagement with your current coach so that you can schedule with your previous coach. 

                            

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