This document explains what you can expect from our team. It works alongside Your Rights at Lincoln Square Coaching. Your rights tell you what you are entitled to. This document tells you what we will do to honor those rights.
Communication
You have the right to be heard, and to understand what is happening.
What we will do:
We make every effort to respond to emails and phone calls the same day. We will always respond within 48 business hours (Monday through Friday, not counting holidays). If you have not heard back within that window, please follow up with your LSC provider directly, or contact our support team:
- Phone: (212) 320-8973 ext. 2010
- Email: contact@lincolnsqcoaching.com
If your provider is out of the office for more than two business days, we will let you know and tell you who is covering for them. For urgent matters during business hours, please call rather than email.
Scheduling and Sessions
You have the right to make your own choices about your career and your time.
What we will do:
We will schedule sessions at times that work for both you and your provider, and confirm appointments in advance.
Session lengths vary depending on the service(s) you have been referred for.
Sessions can take place in person or remotely by Zoom, depending on what works best for you, what your provider offers, and what your funder authorizes. Your provider will talk with you about which option fits your goals. For remote sessions, we use Zoom under a Business Associate Agreement, which requires Zoom to apply the same security and confidentiality safeguards that apply to healthcare providers under HIPAA. For the full details on how we protect your information during remote sessions, please see our Participant Privacy Notice. We also recommend you find a quiet, private space where others cannot overhear.
If you need to cancel or reschedule, please let us know by the end of the business day before your appointment when possible. We understand that life happens, and we will not penalize you for emergencies.
If we need to cancel or reschedule, we will give you as much notice as possible and offer a new time within five (5) business days.
If you miss a session without letting us know (a "no-show"), your provider will reach out to check in. After three (3) no-shows without contact within a single service authorization, we may need to pause services and notify your ACCES-VR or DVRS counselor or care manager. We will always try to reach you first.
When Your Provider Is Unavailable
You have the right to consistent support.
What we will do:
For planned absences (vacation, training, etc.), your provider will tell you in advance and let you know who to contact in their absence.
For unplanned absences (illness, emergencies), our office will reach out to you and arrange coverage or rescheduling.
If you ever need to reach someone and your coach is not available, you can always call (212) 320-8973 ext. 2010 or email contact@lincolnsqcoaching.com.
Accommodations
You have the right to ask for what you need.
What we will do:
You can request an accommodation at any time, at intake, during a session, by phone, or by email. You do not have to fill out a form unless you want to.
If we cannot provide a specific accommodation, we will explain why and work with you to find an alternative.
Common accommodations we provide include extra time, written or visual instructions, quiet space, sensory breaks, support persons, plain-language materials, and flexible scheduling. If you need something not listed here, just ask.
Records and Information
You have the right to privacy and to understand what is happening.
What we will do:
We keep your records secure and only share information with people who need it to support your services.
If you want to see your records, request a copy, or ask for a correction, contact your coach or our support team. We will provide records within 10 business days.
We will tell you up front when we are required to share information; for example, with your ACCES-VR counselor, OPWDD care manager, school district (for Pre-ETS), or in the rare situations where the law requires it.
We will explain mandated reporting before you share anything sensitive, so there are no surprises.
Confidentiality and Its Limits
You have the right to privacy.
What we will do:
We protect your privacy. There are a few situations where we are legally required to share information, even without your permission:
- If we believe a child, older adult, or person with a disability is being abused or neglected.
- If you tell us you are planning to seriously harm yourself or someone else.
- If a court orders us to release records (subpoena).
- If your funder (ACCES-VR, OPWDD, school district, etc.) requires specific reports as a condition of paying for your services. We will tell you what is reported and why.
Outside of these situations, your information stays with your team.
When Something Goes Wrong
You have the right to speak up.
What we will do:
If you raise a concern, we will acknowledge it within 2 business days.
We will look into it and get back to you with a response or a plan within 10 business days. If we need more time, we will tell you why.
You will not lose services, be treated differently, or be punished for raising a concern. This is true whether the concern is about a coach, another participant, our office, or anything else.
You can raise concerns with your coach, your coach's supervisor, our support team, or if you prefer to go outside our organization, your ACCES-VR counselor, OPWDD care manager, or the relevant oversight agency. We can give you those contacts on request.
Ending or Pausing Services
You have the right to take a break or stop services.
What we will do:
You can pause or end services at any time. We will talk with you about what that means for your goals, but the decision is yours.
If you want to come back later, you can. We will work with your funder to reopen your case when possible.
If we need to end services (for example, because funding ended, or because of a serious safety issue), we will tell you in writing, explain why, give you as much notice as possible, and help connect you with other resources.
Our Standards for Staff
You have the right to be treated with respect and to be safe.
What we will do:
All of our staff are trained in person-centered practice, trauma-informed care, and the populations we serve. They are expected to:
- Use your name and pronouns.
- Communicate clearly and check for understanding.
- Show up on time and prepared.
- Keep your information private.
- Treat you and everyone around you with dignity.
If a staff member falls short of these standards, we want to know. See "When Something Goes Wrong" above.
If you come across a term you don't recognize, our glossary explains the agencies, programs, and language used in this document.
Lincoln Square Coaching LLC
1350 Avenue of the Americas, 2nd Floor
New York, NY 10019
(212) 320-8973 · contact@lincolnsqcoaching.com · www.lincolnsqcoaching.com
This document is available in large print and other formats on request.
Last updated: May 21, 2026