Foreword

Kara Connect: Nordic Approach to Employee Care

Kara Connect provides employees with access to professionals like coaches, therapists, and counsellors. Our platform addresses employee wellbeing while enabling professionals to manage their practice.

Founded in Iceland in 2015 by Tobba Vigfúsdóttir, Kara Connect was created to streamline access to support professionals. We partner with over 3,000 professionals who offer their services in 30+ languages.

We provide companies with customised wellbeing hubs for employees, covering 55+ service areas. We value individual differences, personal choice, and prevention. Our specialists are at the core of what we do, helping us build valuable, long-lasting relationships.

Kara Connect Values and Aims Mission

Revolutionise employee support to enhance workplace wellbeing by providing seamless, tailored support

How do we differ from Traditional EAP Services?

• Direct access to professional support
• Wide range of services and professionals
• Tailored wellbeing hubs based on needs assessment survey
• Focus on holistic prevention

Professional Partnership at Kara Connect Professional Responsibilities

Professionals are responsible for accurately representing their qualifications and abiding by all relevant laws and regulations. They must be authorised and qualified to provide their services in each relevant jurisdiction. For more information, refer to our Terms and Conditions.

Kara Connect Commitments

1. Professionals have full control of their work and schedule.
2. We value, respect, and fairly compensate our professionals.
3. We understand the human need for connection in support services.
4. Technology is used ethically to enhance support for our clients.
5. We maintain a standard of practice and quality of education for professionals.
6. We provide evidence-based support that targets root causes.
7. We develop our technology to deliver the appropriate, confidential, and secure tools you need to efficiently manage your practice

Professional Support Specialisations

Joining Kara Connect means collaborating with professionals specialising in:

Purpose of Guidelines

These Standards are for ensuring safe, appropriate, and quality services for Kara Connect.

Introduction to the Kara Connect Standards

Framework

The Kara Connect Standards apply to all types of Kara Connect Wellbeing Services and are pertinent to professional activities conducted on the Kara Connect Wellbeing Hubs. Professionals must also adhere to standards set by their respective professional bodies.

Standards

Each standard has minimum requirements and may vary between professions.

Legal implications

Clients are informed that Kara Connect is a GDPR compliant platform with no personal identifiable information shared with third parties.

Recording Sessions The Kara Connect platform does not allow session recordings.

Insurance

Professionals should ensure their insurance covers online/remote therapy provision, all relevant jurisdictions, and law.

Geographical restrictions

For overseas clients, professionals need to comply with legal requirements for both the client’s and their own locations. This includes obtaining the client’s full name, phone number, and date of birth for emergency contact needs.

Kara Connect Workstation

Kara Connect is an online workspace and video conferencing tool for professionals, enabling them to conduct remote sessions, log notes, manage calendars, and connect to wellbeing hubs. Our Wellbeing Hubs programme requires all participating professionals to use the Kara Connect Workstation when managing clients (employees) from partnering organisations. This requirement stems from the high levels of security and confidentiality Kara Connect has developed, driven by our ISO27001 Security certification, NORDEC Certification, GDPR compliance, and—in Iceland—adherence to Directorate of Health standards. To fulfil our commitment to providing customers with the highest levels of confidentiality, privacy, and security, participating professionals must not use any other systems or video services within the programme. To learn more about Kara Connect Security please visit this page.

Technological Aspects

Working Online

Effective online work requires suitable software, a strong internet connection, and competence in using the software. Clients should be informed about system requirements, potential risks, and breakdown procedures. Kara Connect works best with Google Chrome and includes features for sound and video testing. Protect your systems with secure technology. Common technical issues can be resolved by regular updates or re-login. Assistance is available via the blue balloon icon.

Your Work Environment

Remote work should maintain the same standards as traditional office work. Follow Kara Connect’s policies and your organisation’s procedures, along with industry best practices. Ensure a clean, quiet workspace, proper attire for meetings, and a functional camera.

Email Protocols

Emailing or document sharing through Kara Connect is not possible. Ensure your emails are secure and private, and be mindful of the recipient. Consider using encrypted email services and keep emails minimal and categorised.

Electronic ID (Health Care workers – Iceland only)

As per the Directorate of Health and Public Health no. 41 from the year 2007, health institutions and workers are instructed on promoting safe telehealth services and ensuring secure user identification.

 

Professional Considerations

Kara Connect Wellbeing Hubs offer short-term services of 3 to 6 sessions annually per employee, measured in a credit system. If credits run out, clients can opt for a treatment-oriented approach, paid out of pocket. It is your responsibility to collect payments for non-credit sessions.

Professionals should assess their ability to work remotely. Kara Connect encourages referring clients who may not benefit from online work or are beyond the professional’s competence area to suitable help. The role is active, focusing on solutions, strengths, support systems, and community resources.

Kara Connect is an online platform connecting users with independent professionals. It doesn’t provide medical services. Professionals should inform clients about consulting a medical doctor for severe conditions. They shouldn’t provide emergency services; clients should contact local services in emergencies. Professionals should also collect ‘safety contact’ details when working remotely.

Disinhibition and Other Process Issues

‘Disinhibition’ can lead to more self-disclosure than in-person. This could benefit clients with shame issues, but may also result in aggressive behaviour. Despite initial concerns, many clients are more open online. Be prepared to deal with disinhibition and educate yourself on this effect.

Working on Kara Connect can maintain higher eye contact, which can be tiring or make clients feel examined. Discuss this with clients. The platform also provides insight into the client’s setting. Encourage clients to prepare for their session. Monitor and address challenges raised by the distance.

Assessment

Services start with a problem assessment to determine if short-term intervention is suitable or if intensive support is needed. Kara Connect Wellbeing Hubs promote mental health and employee satisfaction through workplace wellbeing initiatives. Rigorous evaluation is crucial for continued success.

The WHO-5 Wellbeing Index

Kara Connect uses the WHO-5 Wellbeing Index to measure the impact of initiatives and monitor client progress.

Therapeutic Alliance Measurements

Research indicates that the client-clinician relationship is a key predictor of positive treatment outcomes. Measuring this alliance assesses the strength of the bond and comfort in sharing thoughts and goals.

ARM-5 – Agnew Relationship Measure (ARM).

The ARM-5 is frequently used by clinicians practising Feedback Informed Treatment. It’s designed for use towards the end of a therapy session at regular intervals, such as every session, every 2nd session, or every 3rd session.

The ARM-5 is a 5-item version of the Agnew Relationship Measure, a self-report measure developed to assess the client-therapist alliance. As the therapeutic alliance is one of the strongest predictors of treatment success, this tool can help clinicians identify the risk of dropout and track any ruptures or repairs in the alliance. The ARM-5 has been found to be comparable to other scales, like the Session Rating Scale (SRS), in predicting client outcomes (Bouchard, 2018).

The ARM-5 assesses three dimensions of alliance that are crucial for treatment efficacy: Bond, Partnership, and Confidence in therapy.

Validity

Cahill et al. (2011) found the ARM-5 to have acceptable levels of internal consistency and alternative forms reliability when evaluated against the full 28-item Agnew Relationship Measure. The ARM-5 was found to be psychometrically similar to the Core Alliance indexes on the longer form. Regular use of the ARM-5 as part of CBT for depression showed it to be predictive of client outcomes. Higher levels of alliance predicted later treatment gains and symptom reduction.

Risk Assessment

Kara Connect recommends conducting a thorough risk assessment for all clients when working online or remotely. This includes assessing, monitoring, and responding to risk of suicide and self-harm, potential harm to others, risk to the client from someone else, the presence of personal support, and the need to gather local information to respond to any potential risk. Professionals should also maintain necessary contact details, including those of healthcare or social care professionals local to the client. To learn more please refer to our Risk Assessments and Referral Rules for Professionals.

Referrals

Kara Connect emphasises the importance of working within your scope of practice and knowledge. If a client has concerns that are beyond your expertise, like active addiction or other issues, we recommend making a referral and encouraging the client to seek relevant advice and support. You can always reach out to the Kara Connect Customer Service support team for advice on suitable professionals. To learn more please refer to our Risk Assessments and Referral Rules for Professionals.

Working Internationally & Geographical Restrictions

Generally, therapy is deemed to be conducted ‘in the mind of the client’. This means that you must be aware of the rules and laws applicable in the client’s location. If you’re a clinical professional practising with an overseas client, you must ensure you’re appropriately insured in case of any complaints. You need to adhere to the laws of both your location and the client’s location. It’s crucial to state the jurisdiction for any disputes in your insurance policy.

Culture and Diversity

Many clients have different nationalities and cultural backgrounds than the country where their company is located. Geographical distance minimises some practical issues of offering therapy and allows for work with more diverse clients. However, cultural differences may be more complex when working online or remotely, and professionals need to maintain an awareness of these factors. It’s important to have an understanding of issues related to inclusivity and access to technology.

Crisis and Emergency

Crisis

In previous years, Kara Connect has used its platform to serve as a support hub during emergencies. We also provide a specific Crisis Hub and support to companies during incidents or accidents.

Emergency
Kara Connect is not an immediate crisis service, nor does it employ on-call staff. It is not a medical service either. If your clients are experiencing an emotional crisis, If there’s a risk of harm , consider calling emergency services in their country. Some contacts can be found here but check your client’s own emergency contact numbers.

Supervision & The Kara Connect Supervision Hub

Professionals partnering with Kara Connect undergo a vetting process and must understand supervision requirements. Consultation with a supervisor is essential, regardless of qualifications and experience.

Professional and Clinical Supervision is vital in mental health and coaching services. It ensures safe, efficient, and effective service delivery and improves professionals’ skills.

At Kara Connect, through the Kara Connect Supervision Hub, we provide access to quality supervision in a secure environment. Our Supervisors are trained, qualified, and offer services within their competency and training, including online work.

Clinical supervision is compulsory for accredited mental health professionals and recommended for non-accredited professionals. It supports professionals, ensures their wellbeing, prevents burnout, and enhances clients’ safety and therapy effectiveness.

Kara Connect requires monthly supervision for Psychologists, Psychotherapists, and Counsellors and biannual supervision for Life Coaches and other non-accredited professionals.

Confidentiality

Confidentiality is a crucial aspect of our programs. Professionals should inform clients booking through the Wellbeing hubs that short-term wellbeing services are confidential, except for the following situations:

• If a professional learns about child, elder, or disabled adult abuse or neglect, they must report it to the proper authorities.
• If a client presents a threat of imminent and serious bodily harm to self or others, the professional will disclose information to prevent harm.
• If a professional is required to present records to comply with a court order, they must comply.
• If a professional learns about any emergency medical circumstances requiring immediate medical attention, 9-1-1 (or other national emergency services in each country) should be called.

Before a session starts, professionals need to confirm with the client the name of the company they work for and that they are currently employed by the organisation where the booking has been made.

Record Keeping

Professionals should use the Kara Connect Workstation for secure client note-keeping. All notes are kept exclusively within the system and are not stored elsewhere. The notes are only visible to the professional. Access to these notes is available by clicking on the client’s name.

Kara Connect understands that different professions have different note-taking styles. We recommend making factual notes for each client session. These notes should be brief and factual, containing concise details of the session’s discussions and any action taken, without personal opinions. These process notes should be retained as long as required within your Ethical Framework, GDPR, and other laws.

We highly recommend storing all your information within the provided tools, i.e., “the Kara Connect Workstation”. Kara Connect does not access or process any sensitive personal data as a Data Controller, as defined in Article 9 of the GDPR, through the provision of its services.

Professionals act as Data Controllers for the processing of their clients’ personal data for the provision of their professional services. They are responsible for complying with the GDPR as Data Controllers for the personal data they process about their clients. This includes ensuring that a legal basis is in place for the processing of the personal data, including sensitive personal data, of their clients. For more information, refer to clause 10, data protection, in our terms and conditions.

Self Care and Wellbeing

Working remotely can stretch your comfort zone. It’s crucial to remember that remote work may require you to pay extra attention to self-care and wellbeing. To maintain your productivity, it may be necessary to take more frequent breaks. You may also need to adjust your schedule to incorporate self-care practices, to counteract any negative impact. Mitigate screen fatigue and eye strain with breaks and reduce screen time where possible.

Summary

The Kara Connect Code of Conduct & Framework

Counselling, Coaching, Wellbeing Services, individual support, and psychotherapy are professional, relational activities involving members with valid professional membership bodies (professionals) and their clients. The professional may be a clinic offering an impartial, professional helping relationship respecting the client’s autonomy and personal values.

Professionals recognize that confidentiality is crucial in establishing such a relationship. Counselling and psychotherapy involve an agreed contract. To maintain effectiveness, professionals must review their work regularly with a supervisor and continuously monitor and develop their practice.

By joining the Kara Connect Wellbeing Hub, Professionals agree to comply fully with the Code of Ethics and Practice in relation to their roles as counsellors, coaches, therapists, and psychotherapists. They agree to behave ethically in accordance with the code. Professionals are required to constantly examine the ethical aspects of their work. In complex ethical situations, where different ethical principles and values conflict, the best decision comes from systematic and critical consideration of the issue.

Like all citizens, Kara Connect wellbeing professionals must obey the law, and their practice must conform to it. The Kara Connect code of ethics and practice adheres to the law as long as these laws align with natural justice.

The Code of Ethics and Practice for counsellors, coaches, therapists, and psychotherapists provides a guiding framework and commitment to the best ethical practice and accountability. Its principles include:

1. Autonomy: Respect for each client’s and each professional’s autonomy and freedom of choice
2. Beneficence: A commitment to each client’s welfare and wellbeing
3. Non-Malfeasance: A duty to avoid harm to any client
4. Justice: Adherence to justice, honesty, and fairness in treating each client
5. Care: Professional care of clients and colleagues, and an obligation to professional self-care

These five principles inform and shape the core values of:

• Respect for the rights and dignity of the client
• Professional responsibility
• Competence
• Integrity

The rest of the document provides further details and specifics related to these areas.

RESPECT FOR THE CLIENT’S RIGHTS AND DIGNITY

Professionals are expected to honour and uphold the fundamental rights, dignity, and worth of clients. This includes respecting their privacy, confidentiality, self-determination, and autonomy, provided these respect other professional obligations and the law. Specifically, professionals should:

1.1 General Respect

1. a) Respect clients’ beliefs and values, striving to foster their health, safety, integrity, well-being, and the rights of others.
2. b) Ensure service quality to clients is not affected by factors such as age, class, culture, disability, education, ethnicity, gender, political views, race, religion, sexual orientation, or social status.
3. c) Promote clients’ personal autonomy, freedom of choice, and self-direction.

1.2 Privacy and Confidentiality

1. a) Ensure that both online and offline sessions occur in appropriately private settings.
2. b) Treat information about clients confidentiality, regardless of how it was obtained.
3. c) Prevent any information that could identify clients from being shared through overlapping networks of confidential relationships.
4. d) Comply with legal requirements and inform clients of these obligations, including limitations on confidentiality and reporting obligations.
5. e) Break confidentiality only when required by law or if there is a risk of harm to the client or others. When possible, professionals should seek the client’s consent and consult with supervisors before any disclosure.
6. f) Inform clients about the implications on confidentiality due to clinical supervision.
7. g) Refrain from revealing identifiable information about clients during supervision and consultation, where possible.
8. h) Store, handle, transfer, and dispose of all records in a way that safeguards the client’s privacy.
9. i) Inform the client of the duration for which records are held, if requested.
10. j) Respect clients’ rights to access their notes and records.

1.3 Informed Consent and Freedom of Consent

1. a) Ensure the client consents to participate at all stages of the consultation process and respect their right to discontinue at any time.
2. b) Provide an opportunity to review the contract during the therapeutic relationship.
3. c) Only act on behalf of their clients with prior consent.
4. d) If the client is simultaneously involved in another professional relationship, obtain the client’s permission before contacting the other professional.
5. e) Clearly communicate the provision of reports and the types of reports provided. Obtain client permission before providing reports to third parties.
6. f) Obtain the client’s consent before making audio or video recordings of sessions.
7. g) Obtain the client’s consent before allowing third parties to attend sessions.
8. h) Ensure identities are carefully disguised and obtain consent when publishing research or case studies concerning clients.
9. i) Obtain written permission from both parents/legal guardians before commencing therapy with a minor. If this is not possible, obtain written permission from at least one parent/legal guardian.

PROFESSIONAL RESPONSIBILITY

Professionals must understand and follow the Kara Connect code of ethics, taking measures to:

2.1 Ensure Professionalism and Ethical Awareness

1. a) Work within this ethical code.
2. b) Pursue professional development and supervision.
3. c) Keep their skills and knowledge current.
4. d) Comprehend relevant legal, ethical, and professional standards.

2.2 Prioritise Self-Care

1. a) Monitor and manage their wellbeing for effective client work, which includes maintaining work-life balance and seeking professional support as required.
2. b) Refrain from work if personal or emotional difficulties impair their functionality.
3. c) Seek help for problems causing professional impairment and limit their responsibilities if necessary for clients’ safety and their wellbeing.
4. d) Assist colleagues exhibiting signs of professional impairment.

2.3 Maintain Appropriate Client Relationships

1. a) Set and communicate professional/client boundaries.
2. b) Establish a clear contract with the client regarding availability, fees, and cancellations.
3. c) Avoid exploiting or abusing their power.
4. d) Refrain from exploiting clients financially or inappropriately.

2.4 Ensure Proper Record-Keeping & Continuity of Care

1. a) Store records securely in a GDPR data portal.
2. b) Dispose of records securely post-therapy.
3. c) Provide notice when discontinuing services and ensure care continuity.
4. d) Refer clients to other professionals when necessary.
5. e) Make arrangements for client care and record management in case of ill-health, retirement, or practice termination.

2.5 Maintain Professional Relationships

1. a) Conduct themselves in a manner that upholds public confidence.
2. b) Accurately represent their experience, qualifications, and services.
3. c) Comply with laws and regulations related to their practice.
4. d) Respect different therapy approaches.
5. e) Foster relationships with other professionals for enhanced client service.

COMPETENCE

Professionals aim to maintain high competence standards. They must recognize their limitations and the extent of their expertise.

Specifically, they should:

3.1  Competence and Education

1. a) Only provide services they are competent in.
2. b) Practice after completing recognized training and achieving competence. They should only practise within their competence boundaries established through education, training, and supervised experience.
3. c) Avoid potentially harmful techniques or modalities.
4. d) Only practice in new areas after appropriate education, training, and supervised experience.
5. e) Refrain from therapeutic relationships if they lack the required competence.
6. f) Monitor and improve their effectiveness as professionals. They should receive adequate supervision and consultative support.
7. g) Understand that practising without regular clinical supervision is unethical.

3.2  Online Competency

1. a) Adhere to this code’s ethical principles and values when delivering services using any communication method.
2. b) Be aware of potential risks and take precautions to protect the online therapeutic process.
3. c) Develop necessary skills and knowledge regarding technical, ethical, and legal considerations when using online technology and/or social media.

INTEGRITY

Professionals must behave with integrity, honesty, fairness, and respect.

Specifically, they should:

4.1  Honesty and Accuracy

1. a) Accurately represent their qualifications and Association membership status.
2. b) Avoid misrepresenting or exaggerating their therapeutic competency.
3. c) Avoid offering clients unrealistic therapy expectations.

4.2  Conflict of Interests and Exploitation

1. a) Understand the power dynamics of the Professional/Client relationship and avoid exploiting clients.
2. b) Be aware of power imbalances when engaging with a former client outside of a therapeutic relationship.
3. c) Understand the complicated nature of dual relationships and avoid them where possible.
4. d) Avoid conflicts of interest that may affect the client relationship.
5. e) Seek supervision and/or consultative support on conflict of interest issues.

4.3  Resolving Dilemmas

1. a) Use reflective procedures and resources in making ethical decisions.
2. b) Actively resolve conflicts of interest between themselves and third parties.
3. c) Be accountable for their decision making in addressing dilemmas.

4.4  Breaches of Code of Ethics and Practice

Work within this code’s guidelines. Breaches may be discussed with colleagues, supervisors, or reported to the Kara Connect Security Committee.

Complaints

At Kara Connect, our top priority is ensuring a safe and secure experience for both professionals and clients. We take all complaints seriously and use the insights gained from investigations to consistently improve our services. We strive to identify and implement better practices for the future.

We commit to responding to and investigating any concerns raised in feedback or complaints, providing feedback to complainants within the required time frames.

Complaint Handling Process at Kara Connect

You can find our External Process here

Anti-Corruption Clause – Professional Onboarding (Pros / Clinicians / Coaches)

1. The Professional confirms that they shall comply with all applicable anti-corruption and anti-bribery laws, including the UK Bribery Act 2010, EU and all relevant local legislation, and shall not engage in any form of bribery, facilitation payment, kickback, or improper influence while providing services on the Kara Connect platform.
   
2. The Professional shall not offer, promise, solicit or accept any payment, gift, benefit or advantage to influence client decisions, employer decisions, or any procurement process relating to access to Kara Connect or its clients.

3. The Professional confirms they shall not use their position, relationship or access to extend personal, financial, commercial or political favour, and shall not request or receive any personal advantage from clients, employers, or third parties introduced through Kara Connect.
   
4. The Professional must notify Kara Connect immediately if they become aware of any suspected breach of this clause, including requests from employees, partners, client organisations or public officials that may constitute bribery or improper influence.

5. Kara Connect may suspend or terminate the Professional’s access to the platform immediately if Kara Connect reasonably believes that a breach of this clause has occurred or might occur. This includes temporary suspension while investigations take place.

Termination Path Guidelines for Professionals Providing Wellbeing Services on the Kara Connect Wellbeing Hubs

If you can’t fulfil your services on our Wellbeing Hubs program and decide to close your profile, we want to maintain a cordial relationship and follow the proper steps to ensure the highest standards of care. This will help provide a seamless experience for clients and participating organisations on the Kara Connect Wellbeing Hubs. Legal details on termination can be found in our Terms and Conditions for Professionals.

Rule 1: Completion of Existing Sessions

Professionals who wish to terminate their participation in the Kara Connect Wellbeing Hubs must complete all sessions that have already been booked with them. This ensures continuity of care for clients and maintains the integrity of our service.

Rule 2: Special Circumstances

In special circumstances where it is not possible to complete the booked sessions, professionals must immediately reach out to Kara Connect’s Chief Clinical Officer. This step is essential to ensure that the clients involved receive appropriate care support and are transferred to other matching professionals without disruption.

Rule 3: Formal Notification

Professionals must provide formal written notice of their intention to terminate their participation. This notice should be submitted at least 30 days in advance to allow adequate time for transition planning.

Rule 4: Professional Responsibility

It is the professional’s responsibility to ensure that all client care plans are documented and transferred properly to the new assigned professional. This includes updating session notes and any relevant client information. Professional responsibilities are ruled and superseded by the GDPR regulations as Data Controllers.

Rule 5: Compliance and Cooperation

Professionals are required to comply with all directives from Kara Connect’s Chief Clinical Officer during the transition period. This includes participating in any necessary discussions or meetings to facilitate a smooth transfer of care.

Terms and Conditions at Kara Connect

 

While we don’t provide a written contract, Kara Connect has terms and conditions that you need to read, understand, agree to, and accept before creating and accessing your Kara Connect Workstation. If you do not accept these terms, you have the right to close your account. Please be aware that our terms and conditions may change. For the most recent terms, please visit The Kara Connect Professional T&Cs.

*This document is a living document. A living document, also known as an evergreen document or dynamic document, is a document that is continually edited and updated.

Last edition 24.10.2024