Working Together

Working Together

Your Support with EPIC Restart Foundation

This document explains how we will work together, what you can expect from us and what we ask from you.

It is designed to give both you and EPIC Restart Foundation a clear understanding of one another so we can work together in a supportive and respectful way.

This is not a legal contract, and you do not need to sign or return it.

If anything in this document feels unclear or uncomfortable, please speak with your Recovery Coach so it can be talked through openly. If we do not hear from you, we will assume you are happy to continue this basis.

Our Purpose

EPIC Restart Foundation is a charity shaped by real-life experience. We support people across the UK to rebuild positive lives after gambling harm, whilst raising awareness and challenging stigma.
EPIC Restart Foundation is a charity that supports people affected by gambling harm at any stage of their recovery.

The programme is designed to help you understand your options and make informed decisions about your recovery. Support focuses on building practical tools, strengthening support networks and helping you move forward in a way that feels achievable.

You will receive one-to-one sessions with a Recovery Coach who has lived experience of gambling harm. Together, you will work on a plan shaped around your needs and goals.

Sessions are delivered online or over the phone to make support as accessible as possible. If you experience any barriers to accessing support, please let us know so we can work with you.

Your Recovery Coach

Your Recovery Coach provides person-centred support that focuses on listening, understanding and helping you move forward.

They are not a counsellor, therapist or medical professional, and the support offered is not clinical treatment.

Your Recovery Coach will:

• Listen and support you in a safe space
• Help you explore goals, challenges and next steps
• Support motivation and accountability
• Work alongside you rather than directing you

You are encouraged to speak with your Recovery Coach about any other support that may help alongside EPIC Restart Foundation, including clinical services, peer support or community options.

What You Can Expect From Us

You can expect EPIC Restart Foundation and your Recovery Coach to:

• Treat you with dignity and respect
• Offer non-judgemental support
• Be clear about boundaries and expectation
• Maintain a professional relationship at all times
• Keep information confidential in line with safeguarding and data protection
• Support you without pressure

What We Ask From You

To make the most of the support, we ask that you:

• Engage honestly where you feel able
• Attend sessions as agreed or let us know if you need to rearrange
• Communicate respectfully at all times
• Take responsibility for your wellbeing outside sessions
• Let your Recovery Coach know if something is not working for you

Support works best when both sides are open, respectful and committed.

Sessions, Scheduling and Contact

• All sessions are agreed in advance, including the day, time and duration
• Support is offered for up to 8 coaching sessions, which may be reviewed as you progress
• EPIC Restart Foundation’s core working hours are Monday to Friday, 9am to 5pm. Any communication sent outside of this will be actioned appropriately on the next working day.
• Some group coaching sessions may take place outside these hours. These sessions are scheduled specifically for group delivery and do not mean your Recovery Coach is available for one-to-one support at those times.

Cancellations and Rearranging

If you need to cancel or rearrange a session, please give at least 24 hours’ notice wherever possible.

We understand that life happens and unexpected things can come up. If this happens, we will do our best to rearrange your session at the earliest opportunity.

If at any time there are three consecutive cancellations without prior notice, it could well result in the termination of your coaching sessions.

Boundaries

To keep support safe, consistent and professional, clear boundaries are in place.

• There is no financial involvement between you and your Recovery Coach
• Support is provided within agreed sessions and working hours
• The relationship between you and your Recovery Coach remains professional at all times
• Recovery Coaches cannot provide emergency, crisis or out-of-hours support

Safety

We are committed to providing a safe environment for everyone. Support may be paused or ended if there is:

• Abusive, threatening or discriminatory behaviour
• Repeated breaches of agreed boundaries
• Attendance while under the influence of alcohol or illegal drugs
• Ongoing non-attendance or disengagement

Any decisions will be handled carefully and explained clearly.

Endings

Your support remains your choice.
At any time you can:

• Raise concerns with your Recovery Coach
• Ask to speak with their Line Manager
• Request a change of Recovery Coach

Where possible, we will always try to support your request.

Support can end in a planned and positive way, or earlier if needed. Either you or EPIC Restart Foundation may decide to end the support, and this will be handled with respect. You are welcome to discuss returning for support in the future if your circumstances change.

Emergencies and Crisis Support

If you are in immediate danger or feel unable to keep yourself safe:

• Call 999 in an emergency
• Contact your local NHS crisis team
• Attend A&E if needed

EPIC Restart Foundation is not a crisis support service.

Final Note

This document is here to help us work together clearly and safely.

If you have any questions or would like to talk through any part of it, please speak with your Recovery Coach.

You do not have to do this alone.