Coaching
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      📝 General Criteria to change contact owners

       

      FIRST TOUCH POINT 

      Instructions for Coaches 

      1. When calling a learner to book an FTP meeting, if they have a scheduling conflict and you are unable to provide direct support, please ensure they reserve a session with another Coach's OCH session and/or an available FTP session.
      2. If a learner schedules an FTP with a different Coach (Contact Owner), the Coach who completes the FTP must take the following steps in this order:
        • Inform the learner during the session that you will be their main point of contact moving forward.
        • Update the Contact Owner field to reflect yourself.
        • Enter the First Coaching Meeting Date.
        • Add a note in HB and tag the previous Coach to notify them.
      1. EnGen Coaches (16) is a team dedicated to providing personalized, ongoing guidance, support, motivation, and accountability to learners throughout their English learning journey. Coaches help learners set clear, achievable goals, recommend content aligned with their interests and objectives, and develop a structured routine to reach their goals. Coaches are responsible for delivering a high level of support to all learners, regardless of their client or Contact Owner affiliation.

      OPEN COACHING HOURS

      Open coaching hours are designated times when learners with coaching services can drop in via Zoom to receive real-time support and guidance from 16 coaches without needing to make an appointment. However, learners from clients without coaching services are welcome to stay and receive support if they join. During these hours, coaches are available to provide immediate assistance, conduct first touchpoints, answer questions, offer guidance, and address any concerns learners may have. This flexible and accessible format ensures that learners receive timely support, helping them stay on track with their goals and overcome any obstacles they encounter in their learning journey. 


      It is mandatory to gather the learner goals for learners with coaching services and remain in the zoom meeting for the entire session, even if no learners are connected


      Instructions for Coaches: (Exceptions Apply)

      You can change the contact owner of a learner who attends an OCH session ONLY if the following apply:

      1. The learner expresses interest in receiving support in a specific language that is not yours.
      2. The learner attends an OCH session and explicitly requests to continue working with you moving forward.

      Next Step:

      1. Update the Contact Owner field to reflect yourself and add a note in HubSpot tagging the previous Coach
      • Add a note in HubSpot and tag the previous Coach to let them know

       

      Last Update: February 28th/2025

      Owners:
      Adriana Wetzel