The main objective of the BounceBack® telephone coaching sessions is to help clients get the most out of the program by providing them with educational and motivational support. Individual coaching sessions are shorter (usually 15-20 minutes), compared to hour-long counselling sessions. This shorter timeframe does not give coaches enough time to get into the details of the clients’ experiences. Rather, coaches guide clients in working through the program materials, checking in with them, answering their questions, and helping them to problem-solve if they have trouble applying what they’re learning. This single flow of communication is also different from the open conversation typical of therapy sessions.
All coaches complete an intensive training program to deliver CBT and how to assess for risk of suicide. BounceBack® coaches are trained and overseen by registered clinical psychologists, who provide clinical support as well as reinforce their CBT knowledge and skill development once formal training is complete.
Every telephone coaching session begins with the coach asking the PHQ-9 questionnaire to assess the participant’s mood and determine if they are at risk. BounceBack® coaches are required to contact the clinical psychologists who make a decision around next steps any time an issue arises that would put the clients at risk of harming themselves or others. As the primary care provider, you remain in control of your clients’ care. Family doctors and nurse practitioners who refer clients to the BounceBack® program will be notified if their clients are identified as at risk during any of the routine assessments. They will also receive a progress report detailing the work completed, the workbooks used, and the final clinical outcomes.
The BounceBack® program involves up to six telephone sessions with a coach. The first contact with the coach is a 15-minute information session, where the participant has an opportunity to learn more about the program and receives a sample workbook. The assessment session lasts about 30 minutes and includes a client assessment to ensure program eligibility. After the assessment, the client is sent a package of materials, which includes a program information sheet and introductory workbooks. Subsequent calls are 15-20 minutes in length, with the coach providing the client with additional workbooks that best support the client’s current needs. The program takes anywhere from three to six months to complete.
Yes. The use of mental health medications or involvement in other mental health support programs does not preclude clients from participating in BounceBack®. You decide if BounceBack® is a useful addition to, or replacement for, other treatments or services you’re offering your clients.
It can be challenging navigating how to provide helpful support to someone you care about. A good place to start is for the caregiver to ask their family member how they can support them on their journey. Some may want to share things, such as the booklets they are working on, whereas others may want to do it completely on their own. If a caregiver is interested in learning more about how to provide helpful support to a loved one, our online program has a workbook called “Information for Family and Friends” which provides helpful tips. Individuals can access it for free by registering for the online program here.
