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Clinical Practices - Individual Counseling

The guidelines and protocols that our counselors follow during individual counseling sessions to ensure quality care and patient safety. This ensures consistent and ethical care delivery while adhering to legal and regulatory requirements.

BetterMynd Individual Counseling provides students with scheduled 50-minute online counseling sessions with a licensed, in-state counselor. Delivered directly through BetterMynd's network of affiliated (1099) and fully licensed counselors.

Counselor credentials and licensing

Counselors are 1099 contractors with BetterMynd and are required to possess an independent license to offer clinical services and sufficient experience, including: 

  • Mandatory current state appropriate issued mental health counseling license, such as LPC, LCSW, PsyD, etc.  
  • Minimum of a master's level degree in counseling-related discipline  
  • Individual professional malpractice liability insurance   
  • A minimum of 8 hours of scheduling availability per week  
  • 2 years direct clinical experience  
  • Experience in college/university counseling

Telecounseling best practices 

BetterMynd counselors are trained in telecounseling best practices, including the following:  

BetterMynd Session Protocol 

At the beginning of each session, our counselors: 

  • Verify the client's current location and contact information 
  • Verify the client's emergency contact information 
  • Ask for the emergency police, fire, mobile crisis and emergency room local to the client 
  • Identify any new providers with whom the student is current connected to 
  • Confirm a plan if the session is disconnected 
  • Confirm the number of session credits left and the campus policy for requesting additional credits, if recommended/relevant 

Brief therapy interventions

BetterMynd counselors are trained and experienced in brief therapy interventions.  This model is designed to: 

  • Provide immediate, goal-oriented support 
  • Increase access and reduce wait times 
  • Empower students to take ownership of their progress 

This approach aligns with the needs of most college students, who benefit from shorter, more focused therapeutic interventions. It also mirrors best practices in many counseling centers nationwide. 

Brief therapy interventions are especially valuable because session credits (as well as a campus’ policy for requesting additional credits) are visible to both students and counselors, so the counselor can adapt their approach based on what’s available to the student. 

Crisis intervention

If a student presents in crisis during a scheduled one-on-one counseling session, our counselors reference the protocols set out by the campus AND follow telehealth best practices, including: 

  • Verify student location and emergency contact at every session 
  • Refer to or consult with campus officials when necessary 
  • If the crisis emerges during a 1-on-1 session, the counselor initiates the crisis protocol in real time 

Treatment Planning

Acuity

We do not automatically exclude students with risk factors. Instead, counselors: 

  • Evaluate acuity through clinical assessments and intake processes. 
  • Recognize that while some high-risk students can benefit from virtual therapy, others may need in-person or higher-level care. 
  • Empower counselors to refer students back to the campus or other services when clinically appropriate. 

Please note – while an acute concern or crisis may occur during the course of an episode of care, students are discouraged from using an initial BetterMynd session as a substitute for crisis intervention. They are redirected to crisis resources if indicated at the time of registration. 

Flexibility

We believe flexibility is critical to delivering effective mental health support, and do not impose a pre-defined session frequency or forced cap:  

  • Treatment tapering allows students to decrease session frequency as they stabilize, encouraging long-term independence. 
  • Acute treatment needs can be met quickly with more frequent sessions during acute periods. 
  • This approach can help avoid the limitations of clinic-based models, ensuring students have access to care when they need it most. 

Students can book sessions based on the number of credits allocated to their account, which is determined by their campus. Generally, counselors and students schedule sessions every 1-2 weeks as indicated, however, the campus administrator is encouraged to make a recommendation if it is preferred that session frequency aligns with the college counseling center policy. 

For advance booking, there is not a current limit, but we recommend no more than 2-3 sessions booked in advance due to the impact on credits and the counselor schedule.   

Confidentiality and Patient Rights

Consent Process

Students accept the BetterMynd Platform Terms of Service upon registration. BetterMynd counselors use individualized informed consent consistent with state laws and ethics associated with their professional discipline and theoretical orientation with each client. 

HIPAA and FERPA 

While no covered transactions occur on the BetterMynd platform, BetterMynd uses a HIPAA-compliant Zoom software application. FERPA does not apply, as the treatment record is exempt from FERPA, meaning it is not a part of the educational record.  Information from students is consistent with directory information, which is not covered by FERPA. 

Clinical notes (EHR)

While EHR integration is convenient, BetterMynd has determined that in order to best serve the needs of partner institutions, the company has deferred integration of EHR access at this time: 

  • It ensures student privacy and autonomy, especially in sensitive or stigmatized cases.
  • It enables counselors to use their preferred EHR and assessment tools.
  • It reduces the burden on college clinicians to review all documentation imported from BetterMynd users in standard cases in which further care coordination or monitoring is unnecessary. 

Client progress notes are maintained independently from the BetterMynd platform, under the licensed professional's authority. Counselors can use their preferred secure EMR/EHR system, in compliance with state law and professional ethics. 

BetterMynd facilitates note sharing for care coordination, as needed, as well as supports the direct communication between the college and the BetterMynd clinician to reduce administrative inefficiency.

No-Show and Cancellation Policies

Student Cancellation and No-Show

Students have a 24 hour cancellation policy. If they cancel in less than 24 hours, they will be charged one session credit for the session, and the counselor will receive compensation for the inability to reschedule the time slot made available. In the event of a no-show, the counselor will wait a minimum of 15 minutes before logging off.  If a student cancels before 24 hours they can reschedule for a different time or maintain that session credit for future use. 

Counselor Cancellation and No-Show

If a counselor cancels a session at any time prior to the start of the scheduled session, the student will be refunded their session credit and receive a message about rescheduling. 

If a counselor is a no-show, the student will be refunded their session credit and receive a message about rescheduling.  The counselor will follow up directly with the student.  

In addition, Clinical Operations follows up individually with the counselor in the event of a late-cancel (under 24 hours) or no-show, confirming expectations around communication and attendance. On a weekly basis, counselors session attendance is reviewed for patterns or concerns that deviate from professional expectations associated with supporting recipients of mental health services.