Common Questions About Our Employee Assistance Program
The question of counselling comes up frequently in EAP services. When leaders and other senior people have concerns about the mental well-being or emotional state of one of their team members, it’s often important to refer this person for appropriate professional assistance, rather than attempt to persevere with a situation where things run the risk of getting worse.
It’s important to understand EAP is a short-term service, so if the situation is a major or complex issue, the BSS clinician will discuss this with the employee and make an appropriate referral to ensure the employee or family member gets the assistance they require.
Counselling provided through BSS is conducted by professionals who understand the Resource Sector, have been to sites and regularly work with people in similar situations. Modern psychology is about professional problem-solving and helping people to understand the problems they’re experiencing and build self-help skills to manage these situations or concerns.
Counselling Practice
Q: One of our employees has told me that his
workmate has just gone through a marriage
break-up and is in a “bad way”. The workmate is
currently off work on a medical certificate. Can
one of the clinicians from BSS give him a call to
see if he’s OK?
A: While we are keen to assist, in situations like
this there are some ethical issues which must
govern our practice. It is unethical for a clinician
to call an employee without their consent, just
because something about that person’s personal
life has been disclosed. In this case, as second
hand information. In situations like this it’s
preferable a supervisor or someone who knows
the employee speaks to him and explains how
the EAP can assist. They can then obtain the
employee’s permission for a clinician to call
them. If we have the employee’s consent, we’re
happy to make the call.
Q: I suggested to a worker in our crew that he contact the EAP about a few problems he was experiencing. He said there was no way he would go to EAP because he was told by a mate that his personal information gets reported to HR by the EAP. I said I was sure this wasn’t the case. What does the EAP report back to the company?
A: All clinicians have a Duty of Confidentialityunder their National Health Professional
registration. The EAP service is bound BY
LAW to keep client information confidential,
unless the client has given consent to his or
her personal information being released, or
there’s a significant risk of harm to the client
or another person. In such cases, the Duty of
Care overrides the Duty of Confidentiality.
As part of the Service Agreement BSS has
with your organisation, we provide regular
statistical feedback on EAP utilisation. These
are of a general nature only, such as gender,
age-range, general work role (e.g. non-trade,
trade, administration, management) and general
categories of presenting problem (relationship
issues, stress, depression / anxiety, family and
parenting, conflict, etc). These statistics are
important, as they allow the organisation to see
if the EAP service is meeting identified needs
and gives some idea of potential problems and
stressors which may also need to be addressed
in some other way (e.g. training) with the
work group. Please assure your employee that
his personal information will not be released
to anyone without his written consent. BSS
has produced a detailed brochure called
UNDERSTANDING YOUR PRIVACY. This is
available at every BSS office. The brochure can
also be viewed here.
Q: One of my team said she went to the EAP, but said that she couldn’t relate to the counsellor she saw, so she cancelled her second appointment. What does the BSS do about situations like this?
A: It happens! As we go through life we all meet people we relate to quickly, but we also meet people we don’t feel comfortable with from the start. We’re clinicians, so we understand how this works. Please ask your employee to call the EAP number and let Reception know they would like an appointment with another clinician. Our Reception will be happy to oblige. While it doesn’t happen very often, we know there are times when it can be difficult to relate. Nobody at the EAP end is going to feel upset or offended if you prefer to see someone else.
Family Support
Q: An employee at our office has a 20 year-old daughter at home who is studying full-time in her final year at university. It appears that with exams coming up, his daughter has experienced some significant stress issues. Can she attend the EAP for some stress management assistance?
A: BSS can certainly provide some advice on this matter and it’s unlikely to be a problem for the daughter to use the EAP service. However, there may be better options for the daughter to explore. All Universities have a Student Counselling Service and helping students handle stress arising from study and exams is one of their regular requests. They often run group sessions on these topics, with lots of notes and handouts. Suggest your employee advise his daughter to find out what’s on offer through the
Student Services first. If they can’t help, we’ll be happy to provide some advice through one of our clinicians.
Q: An employee in our work area has been distressed at work of late. Her parents, who are in their mid-50s, just separated after 30 years together and there’s lots of conflict and on-going animosity between the couple. Our employee said she feels like the “meat in the sandwich” because each parent is continually complaining to her about the other. She says they both need counselling. Can BSS assist?
A: We can certainly assist the employee, but her parents would be better to get in contact with a private counsellor or an organisation such as “Relationships Australia”. To get a benefit they would need to be willing to either attend counselling or a relationship mediation session. From what’s been described, it seems your employee would benefit from some helpful strategies on how to manage the impact of the separation and the demands she says they’re making upon her. This type of counselling could be provided via the EAP.