Employee Assistance Program Guidelines
These guidelines define the services, terms and conditions of the Employee Assistance Program (EAP) of the University.
These guidelines apply across all campuses of the University and apply to all eligible staff.
|Eligible staff||Any member of the University staff who is employed at the time they contact the EAP Service Provider.|
|Supervisors||Any Head of School, Head of Department, Director, Manager or Supervisor who has the responsibility for the management of staff.|
|Employee Assistance Program (EAP)||
A professional employee support service intended for eligible users who face difficulties that affect their well-being, work performance or enjoyment of the workplace. The EAP is intended to provide short-term assistance to eligible users and is strictly confidential. The service
is provided by an independent, external organisation (the "EAP Service Provider") with registered psychologists conducting all counselling. |
Examples of issues that may benefit from the services available under the EAP include:
Services available under the Employee Assistance Program include:
|Specialist Phone Helpline||You can access one (1) session of the following supports (available during business hours only), in addition to the other offered existing EAP services. Each specialist line has its own telephone number.|
Aboriginal and Torres Strait Islander Peoples – Provides access to Aboriginal and Torres Strait Islander consultants, who demonstrate an in-depth cultural understanding and required approaches for specialist advice on indigenous issues and who can also arrange for referral to other Aboriginal and Torres Strait Islander services. Telephone 1300 287 432.
Domestic and Family Violence – Provides access to a specialist counsellor and support around domestic and family violence, counselling, referral to specialist services and assistance with planning for safety at work and at home. Telephone 1300 338 465.
LGBTIQ – Provides access to a specialist counsellor and support across issues specific to Lesbian, Gay, Bisexual, Transsexual, Intersex, Queer or Questioning people. You can also discuss referral to specialised services and access to general information and resources. Telephone 1300 542 874.
A service provided under the Employee Assistance Program to all supervisors of the University. The Manager Help Desk provides advice and support to Supervisors with regard to staff management and/or other issues affecting their particular workplace. |
The service is free and confidential and is available 24 hours a day, 7 days a week and can be utilised for up to six (6) sessions.
|Career Assist||A service available to all eligible staff under the EAP, aimed at assisting individuals to identify and achieve their professional goals within and outside the University.|
|EAP Service Provider||
An independent organisation appointed by the University to provide employee assistance services to eligible users (as defined).
Details of the current EAP Service Provider can be obtained from the following sources:
|Level of service||
The EAP Service Provider determines the appropriate level of service required by an eligible user, up to a maximum of four (4) hours of combined free counselling and/or Career Assist time in a 12-month period for each user.
If further counselling is recommended or if specialised services outside the scope of the EAP are recommended, this will be at the expense of the eligible user. The EAP Service Provider will clearly indicate any associated cost to the eligible user when making their recommendation.
The decision to accept these recommendations remains with the eligible user.
In certain circumstances, the Injury Management and Wellbeing Coordinator may approve additional sessions that will be paid for by the University. In these circumstances, the EAP Service Provider will suggest that eligible users contact the Injury Management and Wellbeing Coordinator to make the request.
The Employee Assistance Program seeks to maintain strict confidentiality for eligible users:|
|Injury Management and Wellbeing Coordinator||
A person appointed by the University to oversee the operation of the EAP service and liaise with the EAP Service Provider on behalf of the University. |
All queries, concerns or complaints regarding the EAP should be addressed to the Injury Management and Wellbeing Coordinator, Human Resources, Mt Helen Campus.
Eligible users can call the EAP Service Provider at any time for assistance with any problem. The EAP can be accessed by phone, online or by downloading the mobile app on Google Play or through the App Store. If a face-to-face appointment is desirable, staff members may make that appointment during work hours, with full pay upon presentation of a certificate of attendance. However, as staff are expected to consult with their supervisor/manager before leaving the workplace, it is generally advisable for confidentiality reasons to make such appointments outside work hours or to use leave entitlements for the time off work.
Eligible supervisors of the University can access the EAP Manager Assist service for telephone counselling and guidance on staff management issues. If necessary, a face-to-face Manager Assistance appointment can be arranged.
Note: Off-campus or telephone counselling services are free. If an on-campus service is required fees will be incurred. If a school or section requests on-campus counselling, the cost of the service may be charged to the school or section depending on the circumstances.
Supervisors may consider it appropriate to suggest a staff member use the Employee Assistance Program. Staff members retain the right to accept or refuse this recommendation.
Refusal to make use of the Employee Assistance Program cannot be the subject of any disciplinary action.
Critical incident management/debrief
Critical incident management and debrief services can be arranged following a traumatic event that has a significant impact or affect on staff members. Critical incident management services are available 24 hours a day, 7 days a week and individual or group sessions will be arranged as required.
This service is available to eligible staff members at the request of the relevant Head of Program, Head of School, Head of Section, Deputy Vice-Chancellor/Chief Operating Officer or the Vice-Chancellor.
Requests can be made to the Injury Management and Wellbeing Coordinator or the Director, Human Resources.
Following a request for service, the EAP Service Provider will discuss circumstances of the event with the relevant Head of Program, Head of School, Head of Section, Deputy Vice-Chancellor/Chief Operating Officer or the Vice-Chancellor directly and will determine the appropriate level of services needed.
The purpose of the debrief is to:
- provide support and advice to staff members following a traumatic event;
- minimise the development of more serious problems that may arise as a result on the traumatic event;
- initiate a recovery process;
- educate the staff members on the common responses to a trauma; and
- provide strategies to implement in the workplace to support affected staff members.
Involvement in a critical incident debrief is voluntary. Supervisors can only recommend staff attend debriefing sessions.
Depending on the circumstances of the critical incident, the cost of the debrief sessions may be charged to the school or section requesting the service.
In certain circumstances the EAP Service Provider can be requested to visit an eligible staff member in hospital or at home.
Requests for home or hospital visits must be made by or agreed to by the eligible staff member following a critical incident or serious workplace accident. Supervisors cannot arrange a home/hospital visit without the consent of the staff member.
The supervisor will request the Injury Management and Wellbeing Coordinator contact the EAP Service Provider to arrange the visit.
Home/hospital visits are limited to one visit per eligible staff member per calendar year. If appropriate, during the visit the EAP Service Provider will make arrangements for the eligible staff member to receive further counselling via critical incident debrief services or the regular EAP service.
Depending on the circumstances, the cost of a home/hospital visit may be charged to the school or section requesting the service.
Training and staff development
The EAP Service Provider can provide training and staff development services.
Any school or section within the University can request specific training sessions be arranged for their staff members by contacting the Injury Management and Wellbeing Coordinator.
Confidentiality and reporting
Regular reports are provided by the EAP Service Provider to the University. The information contained in the reports is designed to prevent the identification of an individual user.
Reports will also be forwarded to the Injury Management and Wellbeing Coordinator and the requesting Head of Program, Head of School, Head of Section, Deputy Vice-Chancellor/Chief Operating Officer or the Vice-Chancellor for conflict resolution and critical incident debrief cases. The content of these reports will be confidential and detail the circumstances, the services provided and provide advice or make recommendations to the ongoing management of the specific situations.
The Director, Human Resources is responsible for all aspects of the Employee Assistance Program.