Program Agreement

Last Updated: March 15, 2018

We are excited to partner you with a Lyra coach. The following guidelines will give you an overview of the Program and will help you participate fully in it.

How it works:

Your coach will initiate the video session with you at your scheduled time using the Lyra 1 to 1 App. You will also use the mobile app to complete surveys before and after coaching sessions. If you decide to speak with your coach by phone (without using the video option in the Lyra 1 to 1 app), your coach will call you at the number you provided at registration. You will still need to use the Lyra 1 to 1 app to complete surveys.

The Coaching Relationship:

Coaching is an interactive, professional relationship designed to help you achieve your desired results. You and your coach will first come to an agreement about the nature of coaching. Your coach is not a trained psychotherapist; if it turns out you need clinical treatment, your coach will work with the Lyra care team to get you into care. Either you or the coach can exit the coaching relationship without giving any reason; we simply ask that you let your coach know more than 48 hours before a scheduled session that you no longer wish to continue the program.

Focus of the Program:

Lyra’s Program is a non-therapeutic intervention intended to strengthen your skills. You will work with your coach for one (1) to six (6) sessions, each 45 minutes in length, with an optional booster session 3 weeks after ending the 6th session. The duration of the program is determined by both you and the coach. You may terminate the program at any time. All sessions are held by video or telephone at an appointed time that you both have agreed upon.

Coaching is not a substitute for any form of medically prescribed or therapeutic services (including psychotherapy, counseling, psychology services, therapy, or analysis). Coaching does not involve the diagnosis or treatment of mental disorders as defined by the American Psychiatric Association, and it is your responsibility to seek such professional guidance. If, during the course of the Program, you want additional or alternative treatment, your coach will connect you with the Lyra care team to identify an appropriate provider. Lyra does not recommend participation in the Program if you are currently in therapy or under the care of a psychiatrist.

Messaging and Telephone Procedures:

You and your coach may communicate via the app, phone, or email to reschedule a session or to make an inquiry. However, at this time, the Lyra coaches do not provide real-time support through the Lyra 1 to 1 app and texting through the app should only be used for scheduling or questions.

Although our coaches strive to communicate with their clients quickly and effectively, they do not monitor their email or app messages at all times during business hours. In a crisis, you can call 911, contact your primary care physician, go to the local emergency room, or contact Lyra’s crisis intervention services, 1-877-505-7147. Please do not use email or text or leave a phone message for the coach in an emergency.


If you need to reschedule our appointment, please give the coach 24 hours notice. If you have an emergency or illness, you can reschedule with less than 24 hours notice. If you do not show up for a scheduled call, for any reason, and provide no notice (latest notice can be five minutes past scheduled session start time), we will not make up that session. If your coach needs to reschedule, your coach will give you at least 24 hours notice as well, barring an emergency or illness.


Your privacy is important to us. We want to let you know that information regarding your sessions may be shared with other members of the care team at Lyra in order to help coordinate your sessions. If you have any questions about how we protect your privacy, please contact us at Coaches on the team also consult with one another to ensure that they are providing the most effective care possible to our clients, and make every effort to protect the identity of their clients where possible. We also record the audio portion of our coaching sessions for quality assurance purposes. If you do not want your session recorded, please let your coach know at the time of the session.

There are certain instances where your coach may disclose information about your sessions without your consent. These instances include:

  • when there is suspected elder, dependent adult, or child abuse or neglect.
  • when, in the coach’s judgment, you are in danger of harming yourself or another person, or are unable to care for yourself.
  • if you communicate to the coach a serious threat of physical violence against another person, the coach is required by law to inform both potential victims and legal authorities.
  • if the coach is ordered by a court to release information as part of a legal proceeding.
  • as otherwise required by law.

If you experience an emergency during your sessions with your coach, your coach will take appropriate steps to ensure your safety and help get you to the appropriate care. In the cases where your coach becomes concerned about your personal safety or the possibility of you injuring someone else, the coach may need to disclose information to a third party in order to prevent you from injuring yourself or others and/or to refer you to appropriate medical care.

For more information, see Lyra’s Privacy Policy and Lyra Clinical Associate P.C.’s HIPAA Notice.

Video Coaching Technology:

We make every effort to ensure a seamless and secure experience for your sessions, however there are potential risks to this video technology, including interruptions, unauthorized access, and technical difficulties. If you experience a situation where you are not confident of the continued security or quality of your session, such as interference with your signal, poor quality of the video, or continued interruptions, you or your coach can discontinue the session. In order to have the best results for this session, you should be in a quiet place with limited interruptions when you start the session.

Open Communication:

Your coach wants you to feel that your needs are being met and that you are getting the most out of your coaching experience. If for any reason you don’t feel that this is happening, please let the coach or the Lyra care team know immediately so we can make adjustments or think of alternative ways to get you the best care possible.


The Program will be most effective if you work with your coach as a team. As with any team, each partner needs to contribute for the effort to be successful. Below are descriptions of these contributions.

Your contribution:

  • Commit to participate in the entire program.
  • Attend coaching sessions as agreed, except when you’re ill or during emergencies.
  • Give 24 hours notice for any change or cancellation of sessions.
  • Actively participate in sessions.
  • Understand that you are free to reject any advice, suggestions, or skills from the coach.
  • Do your best to follow-up on and implement any plans you develop with your coach.
  • Understand that your coach is not a trained psychotherapist.

Coach contribution:

  • Attend all sessions on time and be fully prepared to engage you.
  • Collaborate with you in the development of a coaching plan.
  • Listen with an open mind and a helping hand.
  • Present core skills and collaborate on creating a practice plan.
  • Check in with you on the action plan and your progress on building skills.
  • Help problem solve any barriers to applying the skills in your life.
  • Maintain confidentiality as described above.
  • Seek supervision or consultation as appropriate.

Social Media:

Due to the importance of your confidentiality, coaches do not accept friend or contact requests from current or former clients on any social networking site (e.g., Facebook, LinkedIn, etc.). Lyra believes that adding clients as friends or contacts on these sites can compromise your confidentiality and you and your coach’s respective privacy. If you have questions about this, please bring them up when you meet with your coach and you can talk more about it.

By accepting, you have confirmed that you have read and understood this agreement and have had your questions answered to your satisfaction. You accept, understand, and agree to abide by the contents and terms of this agreement and consent to participate.