Support response
Target: within two business days
Jordan Wellness
Access & Privacy Standards
Know how to reach us, what to expect and what stays out of employer reports.
For individual coaching, workshops and Employee Support Program memberships. Review these standards alongside your program terms and written agreement.
Published October 15, 2026. Existing purchase and service terms do not change automatically.
Booking
Confirmed dates, subject to availability
Employer insight
Agreed participation and aggregate feedback
Outside help
Referral information with your choice preserved
01
Response times
A clear response target
Our service target for routine support emails is an initial human reply within two business days. Business days mean Monday–Friday, excluding U.S. federal holidays; the Atlanta / Eastern time calendar applies. This is a target, not a guaranteed resolution time or a promise of continuous monitoring. A different signed service commitment takes precedence.
What a first reply means
A first reply may acknowledge your question, ask for general information or give a next step. Complex requests can take longer; ask support for an estimated update date. Automated messages and chatbot replies do not count as a human response.
If you have not heard back
Reply to your original email after two business days so the context stays together. Include your name, program and a brief general description. Do not include passwords, payment-card information, medical records or confidential employee files.
Not an urgent-response channel
Email, website chat and the member portal are not monitored continuously and do not provide emergency support. For immediate danger, contact local emergency services. Time-sensitive clinical, legal or financial matters should go directly to an appropriate qualified professional.
02
Booking & access
Availability before payment
Check fit, available dates, language and delivery format with support before paying. Calendars show currently offered appointments, not guaranteed capacity. Evening, weekend, in-person and same-day appointments are not automatically included.
What confirms an appointment
Use the booking instructions supplied for your program. A request or an email does not reserve a session. Keep the booking confirmation and check its date, time zone, meeting method and any conferencing link. Contact support if a confirmation or access link is missing.
Session access and changes
Session count and length, booking window, participant eligibility, resource access duration, cancellations, rescheduling, no-shows and refunds follow the terms confirmed for that program. This page does not replace existing Your Next Chapter purchase terms or an organization’s agreement.
Language and accessibility
Request English or Spanish, captions, accessible materials or another participation adjustment before booking. Support will confirm what can be provided, any preparation needed and whether an alternative format is appropriate. Availability is confirmed individually, not assumed.
Company-sponsored access
The company agreement defines eligible groups, coaching allowances, workshop places and start/end dates. Access begins after the agreed setup and verification steps. Creating an account or requesting a proposal does not grant paid access, enroll a company or start billing.
03
Privacy & reporting
| Information | Standard |
|---|---|
| Personal coaching goals, reflections and exercise answers | Excluded from routine employer dashboard reporting. This does not mean no authorized Jordan Wellness personnel can access service information; privacy is not absolute. |
| Optional wellness activity and feedback | The organization dashboard uses consent-based participation totals and privacy-filtered aggregate ratings. Members may stop sharing through their organization space. Small cohorts and complementary small counts are suppressed; aggregation cannot eliminate inference from outside knowledge. |
| Workshop attendance and administration | An organizer may know who was invited or attended and may receive the attendance information agreed before delivery. This is separate from private coaching reflections. Ask what the sponsor will receive before participating. |
| HR documents, consulting requests and acknowledgments | These are company work activities, not private wellness reflections. Authorized company users and support may see shared workspace content. Acknowledgment administrators can see assigned employee names and completion status. |
| A real case study or testimonial | Publication requires a separate review and permission process for the material and any identity used. Participation or feedback alone is not permission to publish a personal story. |
Coaching and education are not confidential clinical treatment. The service agreement should explain information handling, authorized access and any limits on confidentiality before sessions begin. Do not assume legal privilege, absolute secrecy or a particular regulatory certification.
Routine employer reports exclude personal coaching notes, goals and reflections. Additional identifiable sharing requires a specific explanation and an appropriate authorization process, unless disclosure is required by applicable law. Any such request must be handled separately; a company subscription alone is not permission.
Website forms, email, scheduling, payments, video meetings and chat involve service providers. The privacy notice explains current site practices, including chat transcript handling. Ordinary chat and email should not be used to submit sensitive records.
04
Outside referrals
When outside support fits better
If a need falls beyond educational coaching or the agreed scope, support can discuss the type of professional or service to look for—for example licensed mental-health care, medical care, legal advice or qualified financial/debt counseling. You may also use existing EAP, insurance, community or employer resources.
Your choice, not an automatic transfer
A referral discussion provides information; it does not book an appointment, establish eligibility, guarantee acceptance or replace your own provider choice. Referrals are not automatically generated or sent by this website. Availability, qualifications, location and suitability should be checked with the provider.
Fees and practical questions
Ask the outside provider about charges, insurance, waiting times, language, accessibility and their own privacy terms. An ESP membership does not automatically pay outside-provider fees. Any funding arrangement must be expressly agreed.
Sharing with another provider
No automatic transfer of coaching reflections or files is part of the referral process described here. If you want coordination, support must first clarify the recipient, information, purpose and appropriate authorization. Use an agreed secure method; do not send sensitive records through the general inquiry form.
05
Your choices
Ask what is collected
Contact support to ask about information you submitted, who can access it and the purpose of use.
Request a correction or deletion
Support reviews requests, verifies identity as needed and explains provider, backup and recordkeeping limitations. This is a request process, not a promise that every copy can be erased immediately.
Control optional sharing and reminders
Use the portal’s available organization-sharing and reminder preferences. Stopping optional reporting does not erase information an organizer already received or automatically cancel a paid program.
Raise a service concern
Describe the issue in general terms and request a review by support. Ask for the next step and an estimated update date. Use a separate appropriate professional channel for urgent or regulated matters.
Before you begin
- The included sessions, workshops, resources and eligible participants are clear.
- Dates, time zones, booking rules and English/Spanish delivery are confirmed.
- The support target and any contract-specific response commitment are understood.
- You know what the employer sees and how optional sharing works.
- Cancellation, refund, resource-access and outside-referral costs are explained.