1. What is an EAP?

2. We have an Occupational Health Department or Doctor - surely they cover EAP provision?

3. Why should I spend budget money on EAP - how will it benefit me as an employer?

4. Surely having an EAP highlights stress unnecessarily.

5. Aren't EAP's expensive?

6. What is involved in the 24 hour helpline?

7. What is involved in face to face counselling?

8. Surely telephone support is not as good as face to face counselling?

9. Can short-term counselling really help anyone?

10. Will counselling turn my staff against me?

11. If staff are feeling stressed, surely they are weak or unsuited to the job?

12. Won't staff be suspicious of their concerns getting back to management?

13. A critical incident is unlikely to happen in my company so why would I invest in Critical Incident Management?

14. What is mediation?

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Q. What is an EAP?

A. An EAP (Employee Assistance Programme) is a package of services purchased by employers to provide support for the psychological and emotional wellbeing of their employees. The core service of an EAP is the Counselling Service. The first point of contact is usually a 24 hour telephone counselling service which can be used by the employee for telephone counselling. If they prefer face to face counselling this can then also be arranged. EAP counselling is brief (usually 6 sessions) and focuses on finding solutions to the presenting problems. It is practical, person centred and is intended to enable the employee to function more productively in their work.

Q. We have an Occupational Health Department or Doctor - surely they cover EAP provision?

A. Occupational Health Departments and Occupational Health Physicians will deal with a very broad range of employee issues focusing predominantly on medical concerns. EAPS are usually independent and focus specifically on the psychological well being of the employee. An EAP's independence allows employees to access support without the fears they may have of it affecting how they are perceived - eg their promotional prospects - by their employer.

Q. Why should I spend budget money on EAP - how will it benefit me as an employer?

A. EAPs have been shown to help reduce absenteeism and staff turnover. They can also help to improve productivity, workplace efficiency and co-operation, openness to deal with work-related or personal challenges that affect performance, staff morale and motivation, staff retention, identification and resolution of staff problems by management, and visibility that your company is a caring employer. They also help to reduce work-related absences, risks associated with critical incidents and grievances. These facts present a tangible economic benefit to employers. Indeed, a study by McLeod & McLeod in 2001 suggest that EAP provision at least covers its cost and notes substantial positive benefits:cost ratios.

Q. Surely having an EAP highlights stress unnecessarily.

A. Having an EAP does not highlight stress. Carecall places a lot of emphasis on the introduction of an EAP as a positive benefit to employers promoting psychological resilience rather than just reacting to a problem. Stress has been identified as a workplace issue by the HSE and dealing with it by introducing a Carecall EAP is a positive statement by employers about the value of their workforce.

Q. Aren't EAP's expensive?

A. Carecall has a range of pricing structures which can be adapted to suit your particular business needs. Providing a Carecall EAP has proven to be a very economic and cost effective way of supporting staff that pays for itself through increased staff retention, decreased absenteeism and a more effective productive workforce.

Q. What is involved in the 24 hour helpline?

A. The Carecall 24 hour service is staffed by fully qualified counsellors 24/7, 365 days a year. Unlike many other providers Carecall ensures that the telephone is answered by a counsellor and that an employee can get specialist counselling support directly at their point of need. When phoning the freephone counselling number, an employee has a number of options - They can get immediate counselling support, they can arrange to have a series of agreed counselling sessions over the telephone at times convenient to them or they can arrange face to face counselling sessions. Carecall guarantees any client wishing to have face to face counselling will be offered an appointment to be seen within 3 working days.

Q. What is involved in face to face counselling?

A. Face to face counselling involves meeting with the counsellor for 6 one hour sessions. All Carecall counsellors are fully qualified and experienced and will help the employee identify the core problem and then help them mobilise the resources they require to deal with it. Carecall counselling challenges employees to take responsibility for their lives and encourages them to find practical, achievable solutions to their problems. Counselling is undertaken in counselling suites located throughout Northern Ireland and a venue is arranged that is convenient for the employee.

Q. Surely telephone support is not as good as face to face counselling?

A. Both telephone support and face to face counselling have important benefits. Telephone support allows an employee to feel more in control as they can put the telphone down at any time. Face to face counselling allows for greater engagement. Each has value and an employee will be encouraged to make an informed choice about what best suits their need.

Q. Can short-term counselling really help anyone?

A. Research has shown that short term counselling through focusing on specific achievable outcomes can have a dramatically beneficial effect on a person's perception of themselves and the issues they are facing by not delving into deeper personal issues. Short term counselling allows an employee to focus on their own ability to take control of their lives and take the practical steps necessary to deal with their problems. Should long term counselling be required Carecall will provide help and support to an employee empowering them to get the longer term specialist support that they may need.

Q. Will counselling turn my staff against me?

A. Carecall counselling is delivered by Carecall on behalf of the company and Carecall will not collude with an employee against their employer. The aim of Carecall counselling is to help an employee work more effectively in their employment by supporting them to work through their problems. Carecall takes very seriously its responsibility to employers providing the support on their behalf.

Q. If staff are feeling stressed, surely they are weak or unsuited to the job?

A. If staff are presenting with stress it is not necessarily because they are unable to do their job or are weak. It may be a combination of personal factors on top of working pressures that means they feel unable to cope. Helping an employee identify the specific source of their distress helps them to take the action required to alleviate this, rather than universalising the problems.

Q. Won't staff be suspicious of their concerns getting back to management?

A. Carecall works hard with client companies to appropriately market the Carecall service to staff so that they are fully aware of the independent and confidential nature of the service. This can include literature, staff briefings and healthfairs. We are continually developing new marketing ideas with client companies on how best to inform their employees so that any uncertainty or suspicion regarding the service is diffused.

Q. A critical incidient is unlikely to happen in my company so why would I invest in Critical Incident Management?

A. Critical incidents are impossible to plan for. All a company can do is put in place the necessary support should a critical incident happen. Carecall critical incident management service is structured in such a way that it is only paid for if it is used, allowing a company to have this specialist service as an insurance back up.

Q. What is mediation?

A. With the pressures of modern working life, the potential for conflict at work is increasing as managers and employees try to respond to the daily challenges of management, streamlining, downsizing, competition, etc. Some situations can be dealt with internally but some may become extremely volatile and the parties involved may be too close to the problem to find a solution. These types of disputes can be costly to companies as they take up valuable working time for those in the situation or those trying to resolve it. In most organisations, in-house staff are not formally trained in mediation and this can make it difficult to achieve a satisfactory solution. Carecall's Mediation Service allows the separate parties to air their views individually first, then brings them together to discuss their difficulties on neutral ground with an independent trained and experienced mediator. Their goal is to gain the mutual respect of the parties for each other's view and to agree on a workable solution, which is drafted and signed. The process is usually shorter and more cost effective that many grievance procedures although full co-operation and willingness to engage in the process is required from all parties. Carecall offers fully trained, independent and skilled mediators, who can help in the resolution of interpersonal conflicts or differences between teams / departments.

If you would like further information, please call us on 028 9024 5821 or use the contact us section of the website. We look forward to hearing from you.