Your initial contact with your client is their first clinical interaction with you. These first interactions are crucial for building rapport and setting clear expectations for your work together on the platform.
Steps to Take When You First Receive a New Client:
- Ensure that your client’s Informed Consent and Emergency Contact information are completed.
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- Clients are prompted to complete their Informed Consent and Emergency Contact information before being matched with a provider. However, it is best practice to verify that these items are completed before starting treatment. For more information on locating & requesting Informed Consent and Emergency Contact information, please see:
- Review their Customer Information.
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- In order to utilize the platform, clients are expected to complete the customer information section and update it when necessary (i.e. full name, date of birth, address & phone number). Although they are required to complete this information, it is still up to the provider to verify the information is correct with the client. This is their medical record and it is important that all information listed in the record is accurate and that of the individual you are meeting with. You can find the customer information in the client room by going to Case → Customer Information.
- Review the Clinical tab for potential risk factors
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- When clients complete the intake questionnaire, there are a few questions that ask about SI/HI. Clients can 1) deny experiencing these things, 2) endorse them within the last 30 days, or 3) endorse them more than 30 days ago. Pay attention to the date listed when clients reported this information and make sure to connect and assess potential risk with your new clients before determining their needs. For additional information on assessing risk, please review the Handling Emergencies section of the Help Center.
- Message your client within the first few hours of being matched
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- If the client has not completed the informed consent, they will not be able to message with you or engage in therapy, but it is still important to send them a welcome message and highlight the need to complete the informed consent before therapy can begin.
By following these steps, you set a strong foundation for your therapeutic relationship and ensure compliance with platform policies and clinical best practices.
For more guidance on introduction messages, see What are best practices for writing an introduction message to clients?