Frequently Asked Questions about the Employee Assistance Programme

1. INTRODUCTION OF THE EAP
2. ELIGIBILITY
3. USING THE EAP
4. MONITORING THE EAP
5. SCOPE OF THE EAP
6. LINE MANAGERS AND THE EAP

1. INTRODUCTION OF THE EAP

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• What is the EAP?: The EAP is a prepaid, confidential, 24 hour counselling and advice service which is available to allemployees of National University of Ireland, Galway. It also offers Management Support and Critical Incident Response services.
• Who provides the EAP?: The service is provided by Vhi Corporate Solutions, a firm of external consultants who operate independently of management.
• Who pays for the EAP?: Your employer has paid in advance for the EAP. You do not have to pay anything.
• Does it cost the employees anything?: No, but see How many counselling sessions can I have? and Is it possible to have more sessions than the EAP provides?
• How can I found out more about the EAP?:
  Explore this EAP website.
  Call the Freephone number and talk to a Vhi Corporate Solutions representative.
  Contact the National University of Ireland, Galway Human Resources Department.
  Talk to colleagues who have used it.

2. ELIGIBILITY

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• Who can use the EAP?: If you are employed by National University of Ireland, Galway, you are eligible to use the EAP. It is available to you and members of your household. And you can still use it up to three months after retirement.
• Can family members use it?: Yes. Immediate Family members of your household are entitled to use the EAP.

3. USING THE EAP

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• How do I contact the EAP?: By calling the Freephone number 1800 995 955 or log onto our dedicated Vhi Corporate Solutions Webpage and enter the following: Username: vhinuig Password:  eap If you want to arrange face to face counselling you use the same number and ask for an appointment.
• Is it voluntary? Yes.: The majority of users contact the EAP on a voluntary basis. Occasionally a line manager may refer someone to the EAP.
• When can the EAP be contacted?: At any time, day or night, on every day of the year, including bank holidays. Your call is answered by a trained Vhi Corporate Solutions representative. Remember to use the Freephone number.
• Where do I see the counsellor?: Once you have made an appointment you see a Vhi Corporate Solutions counsellor at their practice. The counsellor does not come to your home or place of work.

4. MONITORING THE EAP

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• What information will be recorded about me if I use the EAP?: Every time you contact the EAP, Vhi Corporate Solutions keeps a confidential record similar to the way your GP maintains a record of any personal details, problems and treatment. These records are not disclosed outside Vhi Corporate Solutions unless you expressly wish for that to be the case, and you give your written consent.
• If I am not happy with the EAP, what should I do?: Call Vhi Corporate Solutions on the Freephone number. They should be able to resolve the problem. If you are still not satisfied, contact the National University of Ireland, Galway Contract Management Team.

5. SCOPE OF THE EAP

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• What can the EAP help me with?: The EAP can help with a wide range of issues from answering questions about legal and financial matters to helping to resolve problems of an emotional or personal nature like stress, depression, anxiety, relationship problems, work problems, alcohol, drugs, violence, abuse, bullying, and so on. 
• Shouldn't only people with serious problems be contacting the EAP?: No. If you are worried about something enough for it to be distracting you from your work or making you feel edgy, then it is probably better to contact the EAP sooner rather than later. A short chat with a telephone counsellor might be all that you need, or you might need several sessions with a counsellor face to face. Advice and information of a general nature is also available by telephone.
• How many counselling sessions can I have?: You can have up to a maximum of 6 sessions per person per issue per annum of confidential face-to-face counselling.  In some cases people only need one session, and in most cases problems are resolved in three or four sessions.
• Is it possible to have more sessions than the EAP provides?: If you need more counselling sessions than the EAP provides, then Vhi Corporate Solutions can help you identify the appropriate resource outside of the EAP. If this involves further costs, then you must meet those costs yourself. In some instances it is possible to claim for such costs under private medical insurance. The EAP is not designed to support staff with problems that need long term support. The Vhi Corporate Solutions counsellor can help you decide how to get this support and where to look. In some cases this can involve your GP, if you so wish.
• What happens if I need treatment or advice outside the scope of the EAP?: Vhi Corporate Solutions will do all they can to help you find further support. This can be with the involvement of your GP if you wish.
• If I am not sure whether the EAP can help me with a problem, what should I do?: Call the EAP Freephone number. It's the best way to find out. If your query cannot be resolved within the EAP, Vhi Corporate Solutions will do their best to point you in the right direction.
• If I raise a job related query, for example salary problem, transfer, promotion, with the EAP what action will they take?: They will help you clarify the problem to establish to what extent the EAP can be of assistance, for example: information about National University of Ireland, Galway Human Resources policies. If it is something the EAP cannot help you with, then they will redirect you to the appropriate channels within National University of Ireland, Galway.
• If I were to ask an EAP counsellor to intercede on my behalf with National University of Ireland, Galway, would they do it?: No. The EAP is not there for this purpose. They can help you clarify your thoughts and explore the options available, but they will not intercede or act on your behalf. You would be redirected to the appropriate channels within National University of Ireland, Galway. On medical issues, if you ask the counsellor to intercede on your behalf this will only be done with your written consent and the approach would be via your GP.

6. LINE MANAGERS AND THE EAP

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• What role do line managers play in the EAP?: Your manager should be able to answer questions of a general nature about the EAP and will advise you to take advantage of it if they think it can help. Managers are encouraged to see the EAP as an important asset providing professional counselling and advice to troubled employees, helping them deal with issues that lie beyond the scope of the manager's role.
• If managers are concerned about staff and they know they are using the EAP, can they help by calling the EAP and discussing a staff member's problems?: No. Managers may not contact the EAP to discuss individual clients of the EAP. Vhi Corporate Solutions will not even confirm whether a member of staff is using the EAP or not. Information cannot be released without the written consent of the member of staff. The only exception to this is if the employee was referred to the EAP by their manager. In this case the manager is told only whether the employee has made contact with the service and is attending sessions, but no information about the issues discussed is released. If a manager is concerned about staff they should discuss this with their local Human Resources department. If they are concerned about their own ability to handle a staff issue, then they should contact the EAP Freephone number and ask for Personnel and Line Management Support, but information about other EAP users will not be divulged to them.
• Will the EAP be involved in disciplinary actions?: No. National University of Ireland, Galway has sole responsibility for disciplinary actions. This does not mean that you cannot use the EAP if you are feeling very anxious or distressed about a disciplinary action. Sometimes counselling can help you see your options more clearly and resolve anxieties.
• Whom should managers contact if they have a question about the EAP?: The National University of Ireland, Galway Human Resources Department, or call the EAP Freephone number and make a general enquiry.

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