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HomeInsightsPersonal Managers: How We Oversee Your Transformation
Personal Managers: How We Oversee Your Transformation

5 Minutes

Edited & medically reviewed by THE BALANCE Team
Fact checked

At The Balance, we know that healing is not just about the treatment—it’s about creating a deeply supporting, safe environment for clients to thrive. One key figure in this process is the role of the personal manager, a role unique to The Balance approach. This individual is integral to the therapeutic process. They provide round-the-clock support to clients, acting as critial link between them and the clinical team doing the treatment. This is one of the reasons we are able to personalise a program directly to a client, and evolve it in real-time. We sat down with Bilgehan Bulut, the Clinical Manager and Head Personal Manager, to discuss the role of the personal manager, why it is so important to the therapeutic process, and one of the most profound shifts he witnessed in a client.

A personal manager is someone that is available to the client 24/7. They are the bridge between clients and the clinical and medical team taking care of their treatment. The role is so important to the healing process because as the clients are going through their journey, the ups and downs, there is always someone there. If questions come up, we are there to communicate. We are the ones that always know what’s going on with the client: physically, mentally, and emotionally.

The personal manager’s job is to receive information: what they like and what they don’t. This information is important for our team to know so we can adapt the schedule to their needs. We give daily feedback to the team. This allows us to adapt so quickly and evolve the treatment with them. We maintain the highest confidentiality.

We are there when clients experience panic attacks or when they are overwhelmed at night. They need to know someone is there to hold space for them. When they are alone, they can spiral. We are there as companions. We can ground them, listen to them, and help them come back to the present moment. A personal manager is not a psychotherapist or psychiatrist. They are there to support but not perform therapeutic roles. We are there to make the journey of recovery much less lonely. We lead with empathy first and foremost.

The personal manager is a live-in companion, and this naturally creates a bond. We are there all day, and all night, in case anything happens. We know our boundaries and keep everything professional at all times. We share meals with them. The day’s structure includes eating meals together, which is an unofficial catch-up. We check in, ask for feedback, and inquire about what came up for them. This allows us to better customize the program for them, evolving our treatment day by day.

A personal manager is not a coach or a therapist. When a topic comes up, we are there to listen and hold space, but we do not provide therapy or share our opinions. Personal managers should not jump to conclusions. Not everything in treatment feels good—it is hard, and that can be necessary. Sometimes, clients need to have a breakdown to achieve the breakthrough.I represent the team. I communicate with that team.

We also handle scheduling. The therapist gives us feedback after sessions, and we use this to suggest homework or activities that could benefit the client. We encourage small, healthy habits, which we do together. We walk together, eat meals together, play chess together, and meditate together. We are there to support them and bring them whatever they need. A personal manager helps them integrate new daily habits.

It is a pure human connection. We get to witness the “aha” moments, the breakthroughs, and the transformations. It’s an honor to be part of that journey. Even though our capacity is limited, I know I have contributed to a shift in their lives. We are really there, on the ground with them. It’s not just drop-ins; we are with them every day. The personal manager, chef, and client share the house. We all grow together. The more authentic the personal manager is, the more the client feels they can be too.

If they don’t feel safe, they don’t open up, and their program is less successful. It can become mechanical. The personal manager creates that safe space, supporting relaxation and lifting some of that burden. A personal manager can really reach them. It is always about the client.

A personal manager has to be a good listener. We are not only listening to what is being said but sensing and hearing also what is not being said. This is a trait that personal managers must develop. It comes with putting aside their own thoughts and being 100% present with the client. Empathy and good communication are vital. We need 360-degree awareness. What is happening in the house, where is the client, what do they need, what might they need later today or tomorrow? We make sure everything is set up correctly for them. What’s happening with the chef, with hospitality? We are the temple guards. We ensure that no personal issues get in the way of their recovery. We keep tabs on everything. A personal manager’s job can be a profound experience.

We had a client who came with severe depression and was also highly medicated for it. He was overwhelmed just looking at his wardrobe in the morning, he wasn’t able to make choices anymore. But he was open to change. We started by introducing things he loved again. We took morning and evening walks, slowly increasing the distance every day. Then we started doing puzzles, and he became more engaged.

Every meal we had, he spoke about how bad things were and how he couldn’t be there for his family. He repeated the same thoughts as if he were stuck in a loop. But after just a week, he started to look different. His eyes changed. And things stopped being so negative. He started to see the beauty in the mundane, and I got to experience that with him.

He loved drones and windsurfing but he hadn’t done those things for years. Week by week we started introducing the things he loved again. Eventually we made it to windsurfing and you could see the life come back to his body.

His wife came to join him at the end of the program, and today, he still writes to me to say how much his life has changed. He is stable, and he is off his medication. To witness someone fall back in love with life again, there is just nothing like it.

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The Balance RehabClinic is a leading provider of luxury addiction and mental health treatment for affluent individuals and their families, offering a blend of innovative science and holistic methods with unparalleled individualised care.

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