This is determined by the individual and the consultant. If the individual requires immediate emergency assistance this trumps any further EAP work as the focus is on safety. Therefore, the individual is followed through until they have been handed over to emergency services. Where this isn’t the case, and the individual has been supported in the crisis call – the Customer Service team is made aware that the individual requires follow up EAP appointments. The Customer Service team follows this up once the crisis consultant reaches out to them. The individual is contacted, and a suitable appointment is booked for the individual.