Training

Credentials

Frequently Asked Questions (FAQ)

EMPLOYEE ASSISTANCE PROGRAMS

INTERVENTION, ASSESSMENT & TREATMENT SERVICES

Our Employee Assistance Programs (EAP) provide a toll-free 800 number for all employees and their immediate family members which is answered 24 hours a day, 7 days a week, 365 days a year, by our qualified master's level professional counselors. There is never a time when a caller will reach an automated system. Callers may access this phone line as often as needed with no annual restrictions.

All calls received are handled in a professional manner. Questions are answered and problems are resolved on the phone, if appropriate. Our counselors have access to a thorough referral directory and can meet virtually every need of any caller.

Our counselors will provide brief telephone crisis intervention, assessment, and referral to other resources if deemed necessary and appropriate. Employee calls of a more serious nature are referred to behavioral health clinicians located in the local community for face-to-face contact. Professional credentialed counselors are available to see a participant 24 hours a day, 7 days a week for emergency access within the local community. Referrals by the EAP counselor will include coordination of the time, date, therapist, and location. The only thing the caller needs to do is show up for the appointment. 

Face-to-face visit options available range from one (1) visit per employee per issue up to six (6) visits per employee per issue (for larger employer groups). Face-to-face visits for the EAP are defined as the number of visits per employee (and family members) per issue per year.

PROGRAM MANUAL INCLUDING POLICY DEVELOPMENT

We assist our clients in the development of an appropriate and comprehensive EAP policy to meet the needs and the specifics of their business. The EAP manual provides valuable tools to assist our client’s in managing their organization’s program, including the EAP policy, employee policy affirmation form, mandatory referral procedures and forms, job performance and reasonable suspicion checklists, and more.

PROMOTIONAL MATERIALS SUPPORT FOR EMPLOYEES

To identify the program and make it easily available to a client’s employees and their dependents, we provide informative EAP promotional materials, including program brochures, wallet cards, posters, and quarterly Healthy Exchange newsletters. We believe through the consistent reinforcement of promotional materials, users will have the toll-free 800 number when they need it most. In a crisis situation, this is critical.

EMPLOYEE / SUPERVISOR / DESIGNATED EMPLOYER REPRESENTATIVE TRAINING

We provide training sessions for our client’s employees and supervisors on the Employee Assistance Program services. Employees will learn about the available program benefits and services. Supervisors will learn how to identify and handle a troubled employee, including mandatory referral procedures and job performance documentation for employee’s job performance issues. Designated Employer Representatives (DERs), who are defined as the company’s program contact(s) for the EAP, will receive training on the overall program, including both the employee and supervisor sessions.

ON-SITE CRITICAL INCIDENT STRESS DEBRIEFING (CISD) SERVICES

In the event should a traumatic incident occur that affects a client’s workplace, the EAP will be there to provide on-site Critical Incident Stress Debriefing (CISD) services. A team of professionals trained in trauma response will be sent on-site to assist the employees (and family members, if appropriate) in dealing with the situation that has occurred. Early intervention in these situations can help employees in addressing emotional consequences that could have a negative long-term impact on morale and job performance.

TOTAL PROGRAM CONFIDENTIALITY and REPORTING

Confidentiality is the cornerstone of an effective Employee Assistance Program. All employees have the right to seek assistance for their problems and know that their problems will be kept in strict confidence. Only the employee may (and often does) reveal his or her treatment.

We recognize that confidentiality is a very important issue as many people possess a stake in it. Confidentiality can be particularly puzzling for employers who need to know about an employee's ability to work and who wish to evaluate their EAP. Employees however will not use a service that does not assure some measure of privacy. By the same token, confidentiality guidelines are important to assure the counselors a measure of autonomy in treating clients.

Employers will receive annual statistical reports showing their employees’ usage of the program (i.e. number of calls, number of visits, types of calls). These employer utilization reports reflect only statistics of the results of service. The only exception to this rule is when the proper written release of information form has been signed by the employee. We will continue to provide the highest standards of confidentiality throughout all phases of the EAP.