FAQS

Employee Assistance Program

Critical incidents and Trauma

Counselling

Manager Support Program

Employee Assistance Program

1.  What is an EAP?

The EAP offers short-term professional counselling with an experienced registered psychologist.

  • It is a service that offers initial support and assistance to individuals and their immediate family members who have personal and/or work related issues that may impact on their well-being, work performance, workplace morale and psychological health.
  • It is available from an established external service provider to all staff members and their immediate families at no cost to them;
  • It provides access to highly trained andqualified professional psychologists, who will provide confidential counselling on a range of work related and personal issues.
  • Access to the EAP is voluntary; staff may choose to seek assistance.
  • Strictest confidentiality is maintained by the provider;
  • Staff members seeking assistance will not jeopardise their employment in any way
  • It is a completely independent and confidential service providing off-site professional counselling and onward referral as required.
  • It is aimed at providing short term assistance to employees with concerns that can disrupt general well-being and effectiveness in the workplace.
  • For organisations it provides access for supervisors and managers to discuss any staff management issuesfor which Mentor Services assistance may be relevant.
2.  If I access an EAP, Who Pays for the Service?

If your company has an EAP with mentor Services then the EAP service is funded by your employer. The EAP is free to all employees and immediate family members.Appointments will generally be in your own time or by use of normal leave entitlements.

 

3.  How do I make an appointment?

Contact Us at Mentor Services on 1300 727308


4.  Will anyone know I have gone to the EAP?

No one needs to know that you attend counselling. If you go during work time you may need to tell your supervisor that you will be absent from work. If you choose to attend in your own time then no one will ever know you have used the service.

No information about you will be revealed to your manager or anyone else. If your counsellor believes it would be beneficial to speak to someone about your situation, they will ask for your written permission before they do so.


5.  Do I need a referral?

No you do not need a referral. Supported –Referral: A manager, supervisor or work colleague may recommend or encourage you to seek assistance for a particular issue you may be facing. Whether you accept this advice or not is your personal choice. If you wish to follow through you can contact mentor Services on 1300 727308


6.  Who refers me to the EAP?

You do not need a referral. The EAP is designed to encourage self-referral for confidential counselling, and the content and outcomes remain confidential..

Occasionally managers may offer the option of counselling to employees.( this is called A Supported Referral).A manager, supervisor or work colleague may recommend orencourage you to seek assistance for a particular issue you may be facing. Whether you accept this advice or not is your personal choice.

The choice of using the EAP is always yours. No one can force you to use the EAP.


7.  When might I need an EAP?

Counselling can assist you to deal with a variety of personal and work related issues .Typical issues covered include

Work Issues

  • Returning to work following an injury
  • Exploring alternative options for career advancement and best person-job fit
  • Improving interpersonal communication skills that could be impacting on workplace relationships
  • managing performance – e.g. giving and receiving feedback, or improving assertiveness
  • Needing support for emotional difficulties which may have resulted in performance issues –e.g. panic attacks or phobias, or depression following major life stress
  • Conflict with co-workers
  • Bullying and Harassment
  • Change/restructure in the workplace
  • Trauma / Critical incident
  • Retrenchment or retiremen

Personal Issues

  • Illness, grief and loss
  • Addictive behaviours ( Drug, alcohol and gambling)
  • Anxiety, stress or depression
  • Financial problems
  • Anger management

Family Issues

  • Relationship difficulties ( e.g.  step families, difficult teenagers, violence and abuse
  • Separation or divorce issues
  • Domestic Violence
  • Concerns about children
  • Work-Life Balance

Critical incidents and Trauma

8.  What is Critical Incident?

A critical incident is any event that is sudden, overwhelming, threatening or protracted. Typical examples may include assault, robbery, severe injury, death, fire or a bomb threat. Critical Incident Stress Management aims to help workers deal with the normal emotional reactions that may result from involvement in or exposure to critical incidents in the workplace

A critical incident can be overwhelming and cause distress likely to result in stress related claims and a decline in morale and performance. Employers under WHS legislation are required to demonstrate Duty of Care to their employees in these situations.


9.  What is Critical Incident Debriefing (CID) and Trauma Assistance?

For our clients Mentor Services is able to provide a high level prompt and professional response following workplace incidents, accidents, workplace deaths and associated trauma. This includes

  • Immediate access to psychologists, to assess the situation, 24hrs a day 365 days per year.
  • On-site response if indicated.
  • Personal crisis intervention support, early intervention and assistance for groups / individuals .
  • Debriefing and ongoing psychological counselling to facilitate recovery.
  • Assessment and feedback to management.
  • Follow-up counselling negotiated with client and employee.
  • CID Reports and Case Closure.

10.  How does Trauma Support or Critical Incident Debriefing help?

Immediate CID can

  • Reduce the impact of the traumatic event,
  • Facilitate the Return to Work Process
  • Reduce the likelihood of Post-Traumatic Stress Disorder
  • Demonstrate an Employers Legal Responsibility to provide a Duty of Care

Counselling 

11.  What is Counselling?

Counselling is an opportunity to discuss issues in a supportive, respectful and confidential environment. It aims to improve individual well-being.

EAP Counselling is aimed at assisting employees to

Understand and clarify issues that are directly concerning them, including any underlying issues.

Identify and explore options to address these issues

Develop plans to approach the issues and find constructive solutions.

Counselling does not give advice but rather helps you to find new ways to think about things, to find new frameworks by which to consider things.The psychologist will engage with you and where possible help you to come to terms with/resolve your issues and concerns. It is a chance for you to talk through issues or experiences, for the psychologist to listen in helpful and non- judgemental ways and to empower you to take constructive action on your own.


12.  What happens in the counselling session?

Counselling sessions usually run for up to one hour. During this time the psychologist may ask some questions and encourage you (the client) to talk about and explore issues or difficulties you are experiencing. People can attend counselling as individuals, couples or as a family. Counselling for children is also available.

In the sessions the psychologist will facilitate discussion about the issues that are causing concern, exploring factors that might be influencing those situations and supporting clients to work toward dealing with or resolving the issues in a way that suits the individual client. They will assist you to develop strategies to cope with the situation or change the situation.

Different people seek different outcomes from the counselling process. Because of this it is important that you take the time to talk to your psychologist about what you are expecting, or hoping for as a result of the counselling process.


13.  What are some of the typical issues covered in a counselling session?

Typical issues covered include

Work Issues

  • Returning to work following an injury
  • Exploring alternative options for career advancement and best person-job fit
  •  Improving interpersonal communication skills that could be impacting on workplace relationships
  • managing performance – e.g. giving and receiving feedback, or improving assertiveness
  • Needing support for emotional difficulties which may have resulted in performance issues –e.g. panic attacks or phobias, or depression following major life stress
  • Conflict with co-workers
  • Bullying and Harassment
  • Change/restructure in the workplace
  • Trauma / Critical incident
  • Retrenchment or retirement

Personal Issues

  • Illness, grief and loss
  • Addictive behaviours ( Drug, alcohol and gambling)
  • Anxiety, stress or depression
  • Financial problems
  • Anger management

Family Issues

  • Relationship difficulties ( e.g.  step families, difficult teenagers, violence and abuse
  • Separation or divorce issues
  • Domestic Violence
  • Concerns about children
  • Work-Life Balance

14.  Are the counsellors qualified?

Mentor Services maintains extremely high standards of service by ensuring all our counselling staff possess outstanding academic credentials, professional accreditation membership and extensive industry within the EAP environment. Mentor Services only employs tertiary qualified psychologists that have extensive experience across a wide range of counselling approaches and must have membership with the Australian Psychological Society as a minimum. Professional supervision and on-going training is provided to our staff to ensure a high quality of service.  


15.  If I access counselling who pays for the service?

If your company has an EAP with mentor Services then the EAP service is funded by your employer. There is no charge for employees. Your employer provides this service to you free of charge .The EAP is free to all employees and immediate family members


16.  Will my company or manager find out about my counselling issue?

No, not unless you provide us with consent to advise them. Mentor Services is completely independent of your organisation. Whilst the EAP service is funded by your employer it remains strictly confidential.

Information can only be released to your employer at your request and with your signed consent.

Your employer cannot

  • Access any of your Mentor Services EAP information.
  • Contact Mentor Services employees and enquire about attendance or matters discussed at counselling.

Your confidentiality is of the utmost importance and is protected by law. We are bound by the Privacy act (1988) and will always adhere to its requirements to protect your privacy. All limitations of confidentiality are explained in detail prior to commencing your first session. Essentially, these confidentiality provisions, however are limited where there is a need to

  • Protect a child or children.
  • Prevent or lessen a serious or imminent threat to life, health or property.
  • Prevent violence or a threat of violence to a person or property.

Only your treating psychologist and yourself will know that you have attended and what is discussed during any session.


17.  Where can I find a counselling office near me?

Contact Us at Mentor Services on 1300 727308 to find your nearest Mentor Services Psychologist .


18.  How do I make an appointment?

Contact Us at Mentor Services on 1300 727308


19.  What can I expect on my first appointment?

On your first appointment, you will meet with an experienced clinician who will conduct a comprehensive evaluation of your current concerns. By the end of your first session, you will have a clear treatment plan to commence tackling the presenting issue.


20.  Who will know what I/We discuss in therapy?

Your confidentiality is of the utmost importance and is protected by law. We are bound by the Privacy act (1988) and will always adhere to its requirements to protect your privacy.All limitations of confidentiality are explained in detail prior to commencing your first session. Essentially, these confidentiality provisions, however are limited where there is a need to

  • Protect a child or children.
  • Prevent or lessen a serious or imminent threat to life, health or property.
  • Prevent violence or a threat of violence to a person or property.

Only your treating psychologist and yourself will know that you have attended and what is discussed during any session. If your counsellor believes it would be beneficial to speak to someone about your situation, they will ask for your written permission before they do so.

Manager Support Program

21.  What is The Manager Hotline? 

Whereas the EAP focuses on clinical counselling issues, the Manager Hotline has been developed to confidentially support managers and to give them the skills and confidence to tackle the more challenging people management situations such as managing employee performance, conflict within teams and organisational change. 

The Manager Hotline is a telephone advisory service .It provides the opportunity for managers to discuss strategies or rehearse planned approaches to a difficult people management situation. Some of the more common issues are.

  • Strategies for providing effective feedback to staff and managing potentially difficult conversations.
  • How to encourage staff with high needs or ‘reluctance’ to attend the EAP or appropriate support.
  • How do I handle a difficult performance discussion with an employee?
  • What do I do about information that one of my team members may be at risk of self- harm?
  • How to advise a team about to undergo a major change or restructuring

22.  How can I access the Manager Hotline?

Contact Us at Mentor Services on 1300 727308                          

A manager can telephone our office and request a Manager Support Appointment. A telephone consultation with one of our senior psychologists who have expertise and experience in people management issues will be provided. The service is confidential, so no identifying information regarding a managers use of the service to your organisation will be provided by Mentor Services.

 

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