Welcome checklist

Before your first session, the member will have received an email with the following letter attached to prepare them for your first session. Note: this is not the same as the checklist.

Completing the checklist

You can download and print the Welcome Checklist below, or access printed copies from the Lively HQ office.

1. Introduce the checklist

   • Politely inform the member that you are required to run them through a bit of additional information before you can get started.

1. • • E.g. "So, before we get started with our session, I just need run you through a bit of information about what we can do together to make sure we're both on the same page. It's also a chance to chat and note down what you're keen to achieve together."

2. Show the Welcome Video

   • "To get things started, Lively's prepared a short video for us to watch which helps explain my role and how our program works. Would it be OK if we watched that together and then we can have a chat about it?"

     • Access the video via the Helper app, or below, or at https://www.youtube.com/watch?v=-X6zRoN-U88.

     • Have a chat to help answer any final questions!

3. Complete the Safety Assessment

1. • Follow the instructions here.

4. Swap phone numbers and set a regular session time

1. • "It would be great if we could set a regular [weekly/fortnightly] time for our session."

   • "Just so you're aware, I'm not paid for the time taken to reschedule our sessions, so it would be great if we can avoid shifting it around too much."

   • Enter the recurring session into the Lively app following the process for Scheduling sessions.

5. Outline the cancellation policy

1. • You may find it easiest simply to invite them to read the cancellation policy, and then ask if everything sounds OK at the end.

   • If the member has questions about the specific cancellation fee, you can usually find this information on the partner's profile, accessible from the member request.

     • If you can't find this information, apologise and say they should contact the person or organisation who referred them to Lively, as the fee differs depending on the contract we have set up with them. You can write this info down for them.

   • If they ask about the all-weather program, you can clarify that you are trained in different activities so you can continue with your session regardless of heat or wet weather.

6. Set your goals together

1. • Have a chat about what some of the tasks are that are on their list, and write them down. You might like to come back to this together later and cross them off!

   • Use their matching request as a guide to help you get the conversation going, and you can feel free to make suggestions of things they may not have thought of!

   • Finish by naming the top three things they want to start with.

7. Both sign the agreement and take a photo

1. • Once you have signed, take a pic with your phone, and upload it with your session notes at the end.

   • If the member is not comfortable signing, it's OK; it's not a legal document. You can just get verbal agreement from them and note it in your final session notes.

8. Start the session

1. • It's great practice to remind the member at this point how much time you have together, to avoid misunderstandings later. You may also like to set a timer on your phone to go off 15 minutes before the end.

     • "So, we've got two hours together today; shall we get started with our session?"

     • "Where would you like to start?"

   • If the member isn't sure where to start, make a suggestion! It's important that you play an active role as a cheerleader for them achieving their goals.

Access the Checklist