Policies & procedures

Mindbeat Policy & Procedures: Coaches

Our Policy and Procedures document is a guide reflecting a common standard for the practice of Mindbeat coaches.

Download the file by clicking here.

AVAILABILITY & SCHEDULING

Coaches should make a mix of dayparts and weekdays available for their assigned coachees. As a guide, 2-3 different options should be available per coachee across a two-week period. Coaches should ensure that at the end of each coaching session, the coach and coachee agree on a time and date for their next coaching session. Either the coach or the coachee must schedule the session via the Mindbeat platform.  All coaching sessions must be logged on the Mindbeat system (by clicking on the end session button to end the call).

If you are to be absent for a period longer than 14 days (e.g. due to a holiday) please make Mindbeat aware to discuss the potential implications for your coachees and to agree on a solution.

CANCELLATIONS & MISSED SESSIONS

The coachee is required to give 24 hours notice if they wish to cancel and reschedule a session. Any cancellations done after this time can be charged by the coach and the coaching session will be deducted from the coachee’s bank of sessions. If a coachee cancels/reschedules three times in the course of the coaching engagement, please contact Mindbeat at support@mindbeat.app to discuss.

Coaching sessions should not be cancelled or rescheduled by the coach, unless under exceptional circumstances. If for any reason a cancellation/reschedule is unavoidable, please contact Mindbeat as soon as possible so we can discuss a solution and agree on how this should be communicated to the coachee.

If a coachee doesn’t show up to a coaching session, the coach should send an email after five minutes or give the coachee a web-based phone call if a mobile number is provided as a reminder. Mindbeat does not reimburse any phone costs. A coach should wait a minimum of 15 minutes before ending the session and marking the coaching session as missed on the platform.

Once a cancellation occurs the coach has two choices, give the session back and not charge for the the session, or charge for the session, in which case the member is losing said session.

Once you decide to charge for the session, Mindbeat is not able to give the session back to the client or add another one.

SESSION NOTES

All session notes must be documented directly on the Mindbeat platform during or immediately following each coaching session. In compliance with GDPR and our data privacy standards, coaches must not keep handwritten notes or store notes outside the platform at any time.

The Shared notes section should be used to record key session takeaways visible to the coachee, such as topics discussed, agreed actions, and relevant reflections. For coach-only documentation, the Private notes section must be used. This is the appropriate place for capturing personal observations, patterns, or context not intended for the coachee.

In addition, private notes may be used to generate anonymized, insight-driven reports for clients. These reports, triggered only by the Client Success team, summarize themes such as strengths, development areas, and cultural challenges emerging across a program. The goal is to provide clients with a high-level understanding of progress and coaching impact.

PRE-WORK, FEEDBACK, COACHEE COMMUNICATION

Coaches are expected to spend time preparing for each session, rereading the notes from the last session and being fully present for coaching. At the end of each session, the coach is required to provide feedback on the coaching session itself by answering to a number of questions on the Mindbeat platform by giving rates in a pop up screen. If scoring less than ‘5 Stars’ in any area, the coach should provide additional feedback to explain their rating.

Coaches are required to touch base with their coachees in between sessions (typically once a week) using the method most suitable for both parties (e.g. text message/email/WhatsApp). Messages should include nudges around actions, further questions or resources to support their learning, checking-in after meetings/events that relate to the coaching conversation, or reminders about scheduling sessions. We will leave this to your discretion as to what you feel is suitable for any particular engagement.

For communication with the coachees, Coaches are required to use the email address Mindbrat provided and the following format for the signature on the Mindbeat email address: Name Surname Mindbeat Coach Mindbeat.app www.mindbeat.app

LEARNING TRACKS

The coachees will receive automated drip-fed content per week from Mindbeat to support their learning journey. You can access this content on the Mindbeat platform and refer coachees to any specific topics relevant to your coaching conversations. The coach should ensure they are up to date with the learning content that has been shared with the coachees. 

COACHING TOOLS 

Please reach out should you require specific tools to use during your coaching sessions. At Mindbeat we want to ensure you are given the space to be at your coaching best and to honour your own style and flow. We have therefore made the decision not to provide mandatory coaching tools.

PLATFORM & TECHNOLOGY

Coaches should have access to high-speed broadband to enable a consistent coaching experience. In case of video issues, please use the platform with sound only or switch to Zoom or the preferred method agreed between you and your coachee. If you switch to a different tool, you should remember to click the end session button on the Mindbeat platform once you have ended the session on a different video platform.

If the technical issues are on the side of the coach, the coach will not be paid for the session. There should not be a situation where tech issues on either side hinder the quality of the sessions since you would simply revert to the dial-in option.

COACHING GOALS & ALIGNMENT WITH THE COACHING PROGRAM

It is the coach’s responsibility to ensure the alignment of the individual coaching sessions with the overarching goals of the coaching assignment as specified in the induction training. If for any reason you feel that the coaching sessions are going off track, please discuss with the Mindbeat team to agree on a way forward.

INVOICING

Invoices should be sent to finance@mindbeat.app by the 1st of the month (for the previous month’s coaching sessions) in order to be processed and paid by the end of the month. Any invoices received after the 3rd of the month will be processed the following month. Example - The invoice sent to finance@mindbeat.app on the 3rd of July (for sessions up to and including the 30th of June) will be paid to you by the 31st of July. Only sessions from June and previous months (if missed to report!) can be included in the invoice.

It is the coaches’ responsibility to ensure that the coaching sessions on the system match those detailed on the invoice, including any missed/cancelled sessions. Failure to do so may result in a delay in processing the invoice. When submitting an invoice, the coach should confirm that the sessions detailed on the invoice match those detailed on the Mindbeat system.

ETHICS & CONFIDENTIALITY 

The strictest levels of confidentiality should be maintained at all times with all coachee and client information unless release is required by the law. Maintain, store and dispose of any records created during your coaching assignments in a manner that is secure and confidential. Use appropriate tools and measures to ensure privacy, including conducting your coaching conversations in a private and professional space (using headphones if appropriate), use of passwords, and ensuring restricted access and visibility to your email, calendar and the Mindbeat system.

Coaches should follow their professional body’s Code of Ethics at all times. Coaching should stay within the scope of coaching. A coach can refer a coachee back to their company, Employee Assistance Programme (EAP), or other resources, but may not give specific diagnoses nor recommendations or referrals to a particular practitioner. If you have any concerns about a coachee or would like to discuss an ethical issue, please reach out to the Mindbeat team. If you need to communicate any sensitive information about a coachee, use as little identifying information as possible and only expand where necessary.

SOCIAL MEDIA & EXTERNAL REPRESENTATION OF MINDBEAT

Coaches should not mention, list or disclose which partner organisations they work with at Mindbeat on any social media channels (including LinkedIn), nor ask their coachees for endorsements, testimonials or recommendations on LinkedIn or any other platform. When referencing Mindbeat, coaches should ensure that they are aligned with Mindbeat’s branding guidelines. If coaches would like to add Mindbeat to their work experiences on LinkedIn, they should reference Mindbeat in the following way: Associate Coach, Mindbeat, Freelance.

TERMS & TERMINATION

Coaches are assigned to coachees for an agreed period of time, depending on the assignment. It is expected that the coach will be able to complete the coaching assignment in full. If for any reason the coach feels unable to meet this obligation, they must contact Mindbeat in writing and provide at least 30 days notice of any changes to this agreement. Mindbeat reserves the right to cancel a coach’s service with immediate effect if there has been a breach of contract and/or if the required coaching standards are not being met.

PEER COACHING & SUPERVISION

Coaches are expected to be accessing regular supervision in line with the guidelines set out by their professional coaching membership.

COMMUNICATING WITH MINDBEAT 

For any support inquiries, including technical assistance, please contact us at support@mindbeat.com.

Our standard office hours are Monday to Friday, 8:30 AM – 5:00 PM CEST.

Please note that non-urgent requests will be addressed during these hours.