Talkspace has a proprietary matching system that pairs clients with therapists using an innovative and efficient algorithm. In addition to the matching algorithm, clients can also directly match with providers, or be manually added to a provider's caseload:
A client is matched with a provider based on the criteria including, but not limited to: their state of residency, presenting problem, and personal preference, as well as providers’ areas of expertise, availability, etc.
Clients who would like to schedule live sessions with their provider will be matched based on the provider’s live session availability in the Talkspace platform. You’ll want to be sure that your live session availability in your account is up-to-date so that you are matched with clients who fit your schedule.
Clients will be prompted to book a session during the signup process. They will only be able to see available time slots 24 hours or later from the time they are signing up (ex: if a client signs up on a Tuesday, the earliest time slots they will see will be Thursday). When they select their preferred date and time, they will be matched with a provider who has live session availability. The provider will still need to confirm the session within 1 hour in order for it to be booked.
Please Note: Some clients will still be matched with providers regardless of live session availability, including clients who opt to wait to book a live session, clients whose chosen live session times do not match any provider’s current availability, or clients who have messaging-only plans.
Clients are matched with providers primarily based on their preferred live session booking times and provider availability, as outlined above. If a client is unable to find a provider with availability for their preferred time, or if they have a messaging-only plan with no live sessions to book, they will be placed in the client queue to wait for a provider match.
While you can still choose to be automatically matched with clients through the existing availability & capacity feature, our new feature allows you the additional ability to view and claim clients from the waiting queue, giving you the power to handpick the clients that best align with your expertise, preferences, and schedule. You'll be able to see essential information like the client's age, gender, presenting problem, and preferred modality. The client queue will be visible to you at any time, regardless of whether your availability & capacity is open to new automatic-matching clients.
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If you have a client who wants to work with you specifically via Talkspace, please tell the client to reach out to client support to request to be directly matched with you. You can provide clients with the link to this client help center article: How Do I Contact Talkspace? so that the client can choose their preferred method of contact. Be sure to give the client the following information to provide to client support so that they will be able to efficiently locate your provider profile for matching:
- Your full name as it is listed in the Talkspace platform
- Your provider ID
- You'll be able to find this in your account once you have a platform login!
Treatment Intake & Informed Consent
Clients are required to complete the Treatment Intake questionnaire and sign the Informed Consent before they get matched with a provider. Clients are also prompted to fill out Emergency Contact information and review important emergency resources during that process.