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Archive for January, 2016

Pairing and Permissions

CoachAccountable Team Edition gives coaching organizations flexibility to accommodate their organizational structure.  The key to this is the system of Pairing and Permissions.

Let’s look at these two systems in greater detail.

Pairing

Pairing is the process of matching up which coaches are allowed to access which clients, and at what level.  If a coach has any access to a client at all, it’s at one of three levels:

  1. Primary.  At this level a coach is the primary coach for a client.  Every client has exactly one primary coach at all times.  It is the primary coach who shows up as the “My Coach” for the client, and the primary is the default recipient of notifications pertaining to a client.
  2. Coaching.  At this level a coach is actively coaching a client (much like the client’s Primary coach).  “Actively coaching” means that the coach can assign Actions, setup Metrics, and so on for the client.
  3. View only.  At this level a coach is NOT actively coaching a client.  Instead, the coach only has access to view a client’s file but can in no way participate.  At this level the coach is effectively invisible to the client: a client cannot see coaches who have only view only access.

The pairing interface is accessed by clicking the “Pairing” button either on a given coach from the Coaches tab, or a given client from the Clients tab.

Here’s a look at the pairing interface from the perspective of a coach:

Looks like Rob is coaching 7 clients (one of them is a cat), and has view-only access to Casey.

Setting the pairing is as simple as clicking the radio button for the desired coaching relationship.

By doing this you can very specifically set exactly who (and in what way) a given coach can interact with.

The pairing interface from the perspective of a client works very similarly:

John, Mira, and Rob are coaching Cassandra (John’s the primary); Jeannine has view-only access; and the others have no access at all.

One quirk of setting the pairing from the perspective of a client: SOMEONE has to be the primary coach, so you couldn’t click to toggle off the “Primary” status from a given coach–you instead have to click “change” underneath the primary coach in order to pull the “Primary” status away.

Whether you accomplish it from the coaches’ perspective or the clients’ (or a combination of both), you are able to set the pairing any way you like to precisely control who gets to interact with who.

Permissions

Permissions is the collection of settings which dictate what a given member of your team is and is not allowed to do.

To find and set the permissions for a given person, find them under the Coaches tab and click their respective “Manage” button:

The Coaches tab is, of course, located only on the Team Dashboard.

From the Manage Coach screen, click “Permissions” to bring up the permissions section:

Lotta check boxes here. Mostly self-explanatory.

Let’s go through how things are set up for Elise.

The first and perhaps most important setting here is whether Elise is actually one of the team coaches (who will be actively coaching clients) OR if she has instead only an administrative role.  Having only an administrative role would mean Elise is NOT in the active pool of coaches who can be paired with clients, and thus she wouldn’t appear in that context at all.

Because Elise is a team coach, there are some options as to what she is or isn’t allowed to do:

  • Schedule her own appointments.  Perhaps in your organization these are set only by an administrator who manages client appointment scheduling.  If so, we would uncheck this permission.  If, on the other hand, Elise should be free to schedule her own appointments with clients, checking this allows her to do so.
  • Issue invoices to her clients.  Should Elise be able to manage her own client invoicing through the system?  Like appointments, this is something that might be handled only at the administrative level, in which case we would uncheck this.
  • Add and manage clients.  If Elise is able to more freely manage her collection of clients in the system, we would check this.  This type of permission is often not granted to organization coaches and is instead reserved as an administrative privilege.  If granted, know that clients added by your coach count towards your subscription plan (we can of course delete or deactivate any clients added by Elise, with our administrative privilege).
  • Delete her clients. This enables Elise to completely delete a client account. Deleted client accounts cannot be restored, so we generally recommend deactivating instead.
  • Manage other coach memberships within her groups.  Checking this will allow Elise to add other team coaches to be part of her coaching groups.  This is useful if you do team coaching within your coaching groups.  We don’t necessarily need to enable this for any given coach, as we could also manage these multi-coach group setups as an administrator.

Which clients Elise is paired with defines the effective “silo” into which Elise’s coaching activities are confined, and her Coaching Permissions dictate what she can do within that silo.

After the Coaching Permissions there are a slew of Administrative Permissions.  Administrative Permissions describe what an individual is allowed to do at the organization-wide level.

  • Schedule appointments for all team coaches.  This enables someone to set up, modify, and cancel appointments for all coaches on the team.  This is perfect for someone in your organization who’s responsible for setting and managing coach/client appointments.
  • Create and manage invoices for the team.  This allows an individual to create invoices for all clients within your account.  Whoever manages client billing should have this.
  • Manage team Session and Worksheet templates.  This allows an individual to designate the templates that he or she creates as a shared resource, available for use by any of the other coaches with any of their respective clients.  This is meant for someone in the “master coach” role, the one responsible for designing the forms and content for use throughout your organization’s processes and programs.
  • Manage team Library Files.  This allows an individual to designate certain Library Files that he or she uploads as a shared resource, available for use by any of the other coaches.  This effectively allows someone to be the keeper and distributor of key files within your organization.
  • Manage team Courses.  This allows an individual to designate certain Courses that he or she has designed as a shared resource.  This is meant for someone in the “master coach” role, the one responsible for designing the standardized programs offered by your organization.
  • Clone shared team Courses. This allows an individual to make copies of Courses, whether she has created them or others have created them.
  • Manage team Groups.  This allows an individual to setup coaching Groups in the organization, building groups by pairing coach (or coaches) with one or more [client] group members.  Being able to manage team Groups doesn’t necessarily mean being able to see the actual coaching work that is done within the group (see the next permission).
  • View all Group happenings.  This allows an individual to actually see into the group coaching work done within all groups in the organization.  This is meant to enable highly transparent oversight into the coaching, and is meant for, say, a senior coach who wishes to oversee group work being done by other coaches.
  • Manage team branding, email templates, and client terms.  This allows an individual to control core team settings: the branding (including email templates, logo and other branding settings), default templates for system emails that are sent to clients on behalf of coaches (action alerts, appointment reminders, etc.), and any terms that new clients must agree to when first registering their account.  This is an important administrative role but is mostly a one time, initial setup (and thus often done by the account owner).
  • Add and manage team clients.  A rather central administrative role, this allows an individual to setup new clients, as well as deactivate or reactivate existing ones.  Someone who manages the intake and setup of new clients would need this permission.
  • Delete team clients. While the add/manage permission allows an individual to deactivate or reactivate a client, this one allows for actual deletion. Deleted client accounts can’t be recovered.
  • Manage coach/client pairings.  This enables an individual to manage how coaches are paired up with clients.  This permission very often goes with the previous two.
  • View all client happenings.  This enables an individual to view the coaching happenings with every client within the organization.  This is meant to enable highly transparent oversight into the coaching, and is meant for, say, a senior coach who wishes to oversee individual work being done by other coaches.  This permission is equivalent to giving “View Only” access on all clients for the coach/client pairing.
  • Do coaching stuff with all clients, even if not specifically paired. This is equivalent to giving Coaching access on all clients for the coach/client pairing. Generally reserved for, again, a senior coach type or perhaps a floater type if you have one.  This can also be handy for an administrative role charged with doing common setup tasks for new clients.
  • Reassign ownership of team resources (Templates, Library Files, and Courses). This enables ownership to be passed if, for instance, a coach is leaving the organization or changing roles. A good permission for an administrative person or senior coach.
  • Manage team coaches.  This enables an individual to set up new coaches within your account, manage their coaching permissions, and deactivate, reactivate, and delete existing ones.
  • Manage team administrative privileges.  The most powerful permission, this enables an individual to grant administrative privileges to other coaches (including themselves).  Having this permission automatically implies being able to Manage team coaches.

There’s just one higher level of privilege that any given user can have, and that is being the account owner.  The account owner is whomever originally set up the account, and these following special rules apply:

  • Only the account owner can change the subscription plan, enter in payment information for the account subscription, and cancel the account (basically, all of the account-specific stuff found on the My Account page appears ONLY for the account owner).
  • No one else is allowed to mess with the account owner: no deleting, no deactivating, no changing their permissions.
  • The account owner can’t un-grant him or herself the Manage team administrative privileges.  In other words, they’re all powerful within their own account whether they like it or not. :)

And that’s Permissions.

Ultimately the configuration of users and roles within a Team Edition account amounts to who’s coaching who plus a bunch of check boxes saying what a given member of your team can and can’t do.

Through Permissions and Pairing you’re able to set up all kinds of roles within your organization, letting your people do and see exactly what they need to.  If you have a specific role that you can’t seem to setup using this system of settings, let me know!