Our counselling approach is based on clinically validated interventions that work within the short-term solutions focused EAP model, for example Cognitive Behavioural Therapy (CBT), Acceptance and Commitment Therapy (ACT), motivational interviewing, trauma informed counselling and risk management.

We ensure we are meeting or exceeding relevant industry standards such as EAPAA service standards, as well as codes of practice for the relevant professions (psychologist, social worker, counsellor etc). Consistent, high quality service provision by our clinicians is facilitated through quality assurance metrics such as productivity, session conversion rate and NPS Score, and a comprehensive feedback management program. Converge also works with universities and industry associations to ensure that our services incorporate the best of current mental health and wellbeing research. 

Escalation procedure for high-risk cases

High risk cases are managed on a case-by-case basis. In the event of a personal safety issue or if the person is at risk of harming another, typically we escalate to the police for a welfare visit. We would also contact the employer if we believed there was an imminent risk of employee harm to self or others whilst the employee was at work. If a clinician has concerns about an individual, our internal escalation process is to seek the advice of a clinical manager, our clinical governance team or Clinical Practice Supervisor. Our aim is to keep people safe and functioning at work.

Where a client is near the limit of their allocation of sessions but is still regarded as high risk, we ensure they are followed up until they have successfully transitioned to other support (e.g. a GP or specialist mental health service). Where necessary we may seek extra sessions with that client over the normal allocation to facilitate the transition.

Referrals for long-term or specialised services

If an EAP clinician (in consultation with their client) believes longer term or additional services are required, they will facilitate referral to appropriate community agencies and private service providers. This ensures appropriate and best practice care is delivered in all cases and situations. In line with ethical guidelines, a referral for longer term support will be made by the clinician at the earliest possible stage. Converge clinicians would ensure that the individual is comfortable with the referral option and may continue to see the client until the new therapeutic relationship has been formed.