Outages

Platform Outages & Off-Platform Session Guidelines

For BetterMynd Counselors

Overview

While the BetterMynd platform is designed for secure and seamless scheduling and video sessions, occasional outages may occur due to system maintenance, technical issues, or third-party disruptions. During these rare instances, we encourage counselors to continue providing care through alternative means.

This guide outlines how to manage sessions during an outage and how to report session outcomes conducted off-platform.

What to Do During an Outage

If the BetterMynd platform is down and you're unable to connect with a student as scheduled:

✅ Step 1: Communicate with the Student

Reach out directly using the student's contact information. Let them know:

  • You are aware of the outage
  • You’d like to continue the session through an alternate method (see options below)
  • You will update BetterMynd on the session outcome once the platform is back online

Alternative Options for Hosting the Session

If you have access to a personal HIPAA-compliant EHR or telehealth platform, you may offer to conduct the session through that system.

⚠️ Important: Avoid using non-HIPAA-compliant tools like standard Zoom, FaceTime, or Skype unless in a clinically appropriate emergency or crisis situation.

After the Session: Reporting Outcomes

Once the platform is restored, please notify BetterMynd of the session outcome so your records remain accurate and billing can be processed.

To Report Session Outcomes:

📧 Email: counselors@bettermynd.com

Include the following details:

  • Student name (first name and last initial only)
  • Date and time of session
  • Session type (e.g., intake, individual follow-up)
  • Outcome (e.g., completed, no-show, canceled)

A BetterMynd team member will manually update the session status on your behalf.

When to Use This Process

Only use this off-platform workflow if:

  • The BetterMynd platform is fully down (login, video, or messaging unavailable)
  • The student is available and willing to proceed off-platform
  • You are using a secure, HIPAA-compliant platform of your own

What If I Can't Reach the Student?

If you're unable to contact the student due to the outage:

  • Send a follow-up email or call (if contact info is provided)
  • Note that you attempted to connect during the outage

Need Help?

BetterMynd support is here for you. If you need assistance during or after a platform outage, don’t hesitate to contact:

📧 counselors@bettermynd.com

We appreciate your flexibility and commitment to providing continuity of care during technical disruptions.