Able Coaches similar to any person on an internet platform may receive the occasional inappropriate or rude message. These can vary from a Client being slightly rude in a message to sending a message containing vulgar language or requesting personal contact details. It is important for all Coaches to immediately report these incidents via email to [email protected].
This article will explain the types of incidents that should always be reported, how to report them, what to do if you are unsure, and the types of resolution you can expect.
Types of messages that should be reported:
Derogatory messages and Inappropriate Messages:
Derogatory or Inappropriate messages include any message where a Client:
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insults the Coach,
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includes hurtful language with the purpose of belittling or causing friction,
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includes vulgar language,
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is discriminating,
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has written messages of a sexual nature or innuendo,
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includes any messages that are inappropriate in a coaching context,
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requests any personal information like Social media accounts or other information.
If you receive a derogatory or inappropriate message please send an email to [email protected]. Once you have done so please do not engage with the Client as Support will resolve the issue and will reach out if further input from the Coach is required.
The email should include the following:
- The Client's user-id
- A screenshot of the conversation
- A description of what happened leading up to the message
- Whether you would like Support to ask the Client to correct their behavior or if you prefer that the Client be reassigned.
Once this email is received, Support will always reach out to the Client regarding the incident, following this. Depending on the severity of the case and your preference the following will occur:
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The Client will be informed that their interaction was not acceptable and given guidelines on acceptable interactions.
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The Client will then either:
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be reassigned to a different Coach if Support is assured they will continue within the acceptable guidelines, and the Coach has requested the reassignment'
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be directed back to you, and Support will let you know that this has been addressed and it is okay to proceed if the Coach was okay to continue with the Client.
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In severe cases, or if there have been multiple reports for the same Client, the Client will have their account canceled.
As a kind reminder personal information must never be shared with a Client under any circumstance nor should you ever use a Client's private contact details. All coaching activities must be conducted on the Able coaching app to ensure your and your Client's privacy and safety.